ComplaintsforKeter US, Inc

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Keter resin utility tall cabinet from Lowes today. When we went to assemble it, the doors were busted (not Keters fault) but also the doors were an off yellowish color verus white like our other keter exact same cabinet. We have another one that looks nothing like this. Due to the damage and off white coloring of the doors, we returned to Lowes to return this for the second time today. We exchanged it for a new one. When we returned home to assemble it, low and behold the doors were again the incorrect color (and its ugly. The handles are white. This is nothing like our other one!) AND the lower bottom prt was again busted and missing a part when this box was NOT damaged! When I called Keter to ask about replacement doors, I was told this is a defect and to return it back to Lowes (Our third trip today?) All I wanted was new doors the correct color they are supposed to be and the lower portion thats not busted! The rep was zero help and could careless about this issue. This cabinet cost $168.54 total and now we are expected to go to Lowes for a third time today. Keter had no interest in a recall over this issue but rather said its a defect and to return it and nothing else was said. The rep was extremely rude! I highly suggest do NOT buy anything from this Made in the *** company when they were not willing just to send us the correct doors and bottom portion! This company is an absolute joke and I am extremely disappointed yet again. Please save yourself the hassle and do NOT buy from this company that has ZERO help with customer service!

  Business response

  12/15/2023

  Good morning,

  We understand your frustration, and we sincerely apologize for any inconvenience in this matter. I would be happy to investigate this for you. Please send: Proof of purchase including date, retailer, product, and color. Pictures of the area with a description of why parts are needed. We look forward to hearing from you soon.

  Thanks, and have a great day, 
  
  
       

   

  Customer response

  12/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  I have already provided pictures of the issue. This is a generic response from them. 
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************************

  
  

  Business response

  12/18/2023

  Hi,

  Can we contact you directly in getting this resolved asap?  If so, please provide a contact number.  We look forward to hearing from you soon.

  Thanks,and have a great day, 

  Customer response

  12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I can be contacted at ***************************

   

   

  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************************

  
  

  Customer response

  12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I can be contacted at ***************************

   

   

  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************************

  
  

  Business response

  12/19/2023

  Hi,

  Keter is offering to send a new cabinet directly to her.

   

   

  Customer response

  12/20/2023

  Keter has reached out to me and has since resolved this issue. Please considered this new response my acceptance of the issue now being resolved. Thank you to Keter for reaching out to me and making this issue resolved! 

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the Oakland **** shed from ********** in October 2020 for about $1800. The Keter website states," Keter's sheds can handle the harshest of weather conditions." NOT SO. As of October 2023, our shed's roof has over ********************************************** twigs that fall on windy days. So basically the shed is unusable as rain is ruining the contents of the shed. When I contacted Keter, they said that it was an "act of nature" and is not covered under warranty. In order to replace the roof, they said it would cost $1300 because of shipping charges. So they expect me to pay 70% of the original price for the same crappy roofing.

  Business response

  11/07/2023

  Hi, We apologize for the problems and inconvenience you had with your Keter purchase. The order has been placed for all the roof panels to be shipped asap.Please allow approximately 5 to 10 business days for delivery.  Keter Case # ******** 

  Thanks, and have a great day!

  Customer response

  11/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  After my last communication with Keter, we dismantled the entire shed and have thrown it out. Sending us the roof panels now would be of no use to us.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  10/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I emailed the Keter *************************** on 09/18/2023. I was ordering four plastic pins that had broken on my outdoor shed. I was informed that the price was $***** with shipping 3 oz package shipped by the US *************** I was informed in an email the price was due to "shipping costs have increased significantly for items" I called and asked the price for shipping no one would tell me the cost to ship the 3 oz package. I received a bill for $ ***** under shipping was $0 dollars. The bill was paid in full. I went to the US *********** and spoke with the US Post Master. The Post master informed me that the shipping for the 3 oz package was $4.00 the Keter company printed the lable themselves at a 15% discount on shipping. This is my complaint if the Keter Company wants to price ***** customer be honest about it. " We can charge you want we want because you need the parts. Do not lie and blame it on increase in shipping costs. Keter **************** *****************************************************************

  Business response

  10/11/2023

  Hi, 

  I just sent a refund for the parts that were paid for on September 27, 2023.

   

   

  Customer response

  10/13/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *****************************

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  What a disaster of a product and $2K to boot...Keter's ******* 7x7 shed is cracking all over the place on panels and water starting to get into shed...less than 6 months old!!!Buyer Beware!

  Customer response

  09/08/2023

  *******************

  Business response

  09/14/2023

  Good morning,

  I would be happy to investigate this for you. Please send:
  
  Proof of purchase including date, retailer, product, and color
  Pictures of the area with a description of why parts are needed.
  
  Once these are received, well advise. 

  Keter Case # ********.

  Thanks, and have a great day, 
  

   

  Business response

  09/14/2023

  Good morning,

  I would be happy to investigate this for you. Please send:
  
  Proof of purchase including date, retailer, product, and color
  Pictures of the area with a description of why parts are needed.
  
  Once these are received, well advise. 

  Keter Case # ********.

  Thanks, and have a great day, 
  

   

  Customer response

  09/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  gave you pics already, here they are again and receipt...

   
  Regards,
  
  *******************

  
  

  Business response

  09/19/2023

  Hi, we did receive the two pictures that you sent.  Can you please send some pictures of the whole shed and the damaged panels? Once these are received, well advise. Thanks

  Customer response

  09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Sent pictures show damage to panels as they are cracked on inside and some panels have holes and thin material allowing water to get into shed...I attached picture of shed and other damage picture

  please resolve

   
  Regards,
  
  *******************

  
  

  Business response

  09/20/2023

  After review of the receipt and new pictures, Keter does not transact or sell our products on Amazon.ca. we do not know the source of the Keter products they are selling. 
  
  Warranties are not supported since these are unauthorized sales. The customers would need to work with Amazon.ca. 

  Customer response

  09/20/2023

  This needs to stay open.

  This issue is with the quality/workmanship of the product..hiding behind purchase location is ridiculous!

   

  keter needs to stay behind facility. Product!

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to order 4 support crossbars for my raised deck garden box (Urban *******) **** gallon. I spoke on the phone to a very rude woman this morning (7/10/23) who referred me to their website. This site wouldn't let me upload the picture I took with my IPhone and required a receipt, etc. My boxes are old and I just need these crossbar pcs.

  Business response

  07/13/2023

  Good morning, 

  We understand your frustration, and we sincerely apologize for any inconvenience in this matter. We value your business and would like to address your concerns as quickly as possible. A order has been placed to get the parts shipped right out to you.  Here is your Keter case number 00981627. Again, we apologize for the inconvenience.

  Thanks, Have a great day!

   

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Keter Cortina 9x7 Shed in March 2021. We installed it June 2021. The doors didnt go together properly, the predilled holes were to big the s**** couldnt hold the hardware on. We finished backyard renovations in 2022 and the shed just wasnt a priority at the time, we locked it up for winter, come spring I contacted Keter by filling out the form. They replied with a case number asking me which model I had, right after that email I got an email that the case was closed and I would have to start over, In the meantime I replied to the original email with the model question but I can no longer contact Keter through that number. Why ask me a question then close it so I cant reply!?!? Case #******** Opened at 11:45 closed at 12:11

  Business response

  06/27/2023

  Hi, The parts were shipped with Fed Ex on 6/22/2023 and here is the tracking number.  9622001900007793316600633649493092

  Thanks

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please assist us...I bought this deck box and its very damaged and warped top and hinges broke too now....its fairly new so its so sad to see this happen so soon....Can you please send ** a new one, its the Keter Denali 150 Gallon Resin Deck Box...we just want a new box so we can safely store our cushions

  Business response

  05/22/2023

  Hi, I would be happy to investigate this for you. Please send:
  
  Proof of purchase including date, retailer, product, and color
  Pictures of the area with a description of why parts are needed.
  Shipping address and telephone number
  
  Once these are received, well advise. 

  Thanks, and have a great day,
  
  
  
   
  

  Customer response

  05/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have added the receipt and photos....Please send ** a brand new shed box please as we are storing our cushion in house in a closet at the moment....very inconveinent....so we need new one for storage

  Regards,
  
  M G

  
  

  Business response

  05/25/2023

  Good morning,  We understand your frustration, and we sincerely apologize for any inconvenience in this matter. We value your business and would like to address your concerns as quickly as possible. We are unable to ship out full units, since we are unable to comply with your request. If you provide me with a clear copy of your receipt, Keter is offering you a full refund. If this is an acceptable solution for you, please provide your pay pal email address, and it will be taken care of right away.  I look forward to hearing from you soon.

  Thanks, and have a great day,
  
   

  Customer response

  05/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Ok please send refund to my brother's paypal and then we will just buy a new one I guess if you cant ship it...I unfortunately do not have paypal....
  
  Here is better picture of receipt...
  
  Regards,
  
  M G
  

  Customer response

  06/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Date Sent: 5/30/2023 12:56:38 PM
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Ok please send refund to my brother's paypal and then we will just buy a new one I guess if you cant ship it...I unfortunately do not have paypal....
  
  Here is better picture of receipt...
  
  Regards,
  
  M G
  
  Regards,
  
  M G

  
  

  Business response

  06/06/2023

  Hi, The refund was sent through pay pal.  It was sent under 2 separate transactions due to there was a fee taken out of the 1st one. 

  Transaction ID
  *****************

  Transaction ID
  *****************

  Thanks

   

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased this item, got all the way to the last step in which the back is to be installed and noticed there was a huge crack in it. As others have stated, assembly took longer than expected and had to fight some areas to get the pieces to fit properly. Contacted Keter about the damaged piece (box was in perfect shape, appears piece was placed into the box already broken, was not a damaged in shipping issue), was told the part wasn't available and to check back in 60 days and received Case# ********. I sent multiple emails to follow-up and see if part was back in stock and received zero responses. I ended up have to start from scratch and start a whole new Case # (Case# ********). I checked back in 63 days and received a condescending response pointing out that I was emailed back on 03/01/23 and told the part wasn't available and that it still isn't. I then asked for a Return Label (since they state in their paperwork to not return an item to the store) and now I'm told to return it back to the store, which isn't possible as we no longer have the box and the unit is mostly put together now. Very poor customer service, and this is probably the 8th or 10th Keter item we've purchased over last couple of years. Sadly, we can not recommend them anymore as it appears **************** and Quality of Product has diminished greatly.

  Business response

  05/08/2023

  Hi,  A full refund was sent to ************** on 5/5/2023.

  Customer response

  05/08/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *************************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought Keter Shed Last Summer....didnt even last the winter and is already cracked and warped and broken....Please issue refund to our family as it was not cheap and cannot afford to waste funds on bad purchases like this one

  Business response

  05/02/2023

  Hi,  

  I would be happy to investigate this for you. Please send:
  
  Proof of purchase including date, retailer, product, and color
  Pictures of the area with a description of why parts are needed.

  Any Keter Case number that you may have.

  Once these are received, well advise. 

  Thanks,and have a great day,
   
  
  
  *******************************
  Consumer Experience Specialist
   

  Customer response

  05/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  See attached pictures and Amazon receipt....

  I do not want parts I just want a refund since I have since purchased a different replacement shed from Lifetime Products instead to replace this bad product....

  
  Regards,
  
  ******** R

  
  

  Business response

  05/05/2023

  Hi, We understand your frustration, and we sincerely apologize for any inconvenience in this matter. We value your business and would like to address your concerns as quickly as possible. Keter is offering you a refund. If this is an acceptable solution to you, please provide your pay pal email address, and it will be taken care of right away.  I look forward to hearing from you soon.

  Thanks,and have a great day, 
  

   

  Customer response

  05/09/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ******** R

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Keter Comfy 71 Gallon Resin Plastic Wood Look All Weather Outdoor Storage Deck Box, Brown on March 28th 2021 via Amazon and noticed that the top of the deck box cracked. This is probably due to the heat. Keter has a lifetime guarantee on its products. When I contacted Keter they said to contact the seller. The Seller is no longer a seller on Amazon. When I informed Keter of this they have not responded. I need a new lid for the box.

  Business response

  02/28/2023

  Hi,  We regret to inform you that because your product was purchased from a 3rd party seller ( Northern ********** Sled Dog Rescue ) and not one of Keters approved retailers, we cannot provide you with replacement parts under warranty. This issue will need to be addressed by the 3rd party seller. We apologize for any inconvenience this may cause. 
  
  Thanks, and have a great day, 
  
  
  *****************************
  Consumer Experience Specialist

  Customer response

  03/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I purchased this through a third party vendor which was Amazon. You warrantee indicates coverage for the product itself, not where the product was purchased. The product was fine when I bought it.

   
  
  Regards,
  
  ***************

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩