ComplaintsforKeter US, Inc

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Initial Complaint
01/03/2023
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
So I just received a Keter Extra Large Utility Cabinet as a Christmas gift from a family member and I was very excited about it because my dad and brother have a bunch of Keter products and I've always wanted one too but... As I was building my new cabinet for my ******** noticed that the 4 shelves, 4 shelf brackets and 6 of the light grey door inserts were missing from the box. Talk about being disappointed! I now have a Extra Large Utility Cabinet with no shelves..! Useless! I tried submitting the form to Keter thru their website but it wouldn't let me upload anything so I called their customer service number and after numerous attempts & being hung up on, I finally got to talk to a person! But since I don't have a receipt (the family member who gifted me it can't find the receipt either) I was told that I will have to purchase the missing parts. I was told about the form on their website that needs filled out but as I was trying to explain to the customer service rep about it not letting me upload and complete it, I kept getting cut off.So being that this is my first and most likely my last Keter product here's what I've learned...1. Their customer service is horrible 2. If you have any issues with their products, expect to pay something to get it right 3. Again, I most likely won't purchase another Keter product (I personally didn't purchase this one but I've always talked about getting a Keter cabinet)Sincerely, A disgruntled customer
Business response
01/06/2023
Good afternoon, We do apologize that you received your Keter product without some of the parts. I have placed an order for the parts to be shipped out to you asap. Here is the case number 00852896. If you have any further assistance please feel free to contact us with any questions or concerns.
Thanks, and have a great day,

*****************************
Consumer Experience Specialist
Initial Complaint
12/01/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Door hinge broke during installation in July 2022. Was promised replacement part, then a refund, then a replacement part since the issue was reported below. Now they are not returning any emails. I provided all receipts and other information requested. I can forward full email chain if needed. Case number is referenced below. Original email:From: *************************** [************************]Sent: 7/18/2022 3:22 PM To: ********************************* Subject: Re: Case ******** Broken Part Product name: Premier Tall Model Part number: SP DBL - bottom left door hinge piece (black plastic fits on bottom of door and slides into slot on left side of shed for hinge)Full shipping address:******************* **************************************************************** On Mon, Jul 18, 2022, 10:10 AM NA **************** <*********************************> wrote:Hello, Please provide me with your specific product name and or number. Along with a description of your part requested and or number. As well as your FULL shipping address. So, that I may better assist you. Have an amazing day.Thankyou, *************************** Keter CSR --------------- Original Message ---------------From: *************************** [************************]Sent: 7/10/2022 10:02 AM To: *************************** Subject: Broken Part SP DBL broke during installation. Please send a replacement. Premier Tall Model SP DBL ******************* **************************************************************** Thank you,-***
Business response
12/02/2022
Hi, We apologize for the inconvenience you have with your Keter Shed. Please provide your pay pal email address and we will be able to process the refund. We look forward to hearing from you soon. Thanks, and have a great day,

*****************************
Consumer Experience Specialist
Initial Complaint
08/14/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On July 3,2022, I ordered a Keter Unity XL stainless steel outdoor cabinet. I received an email saying that my order was received. I have had no response since then. I have sent 2 emails with no response and have just sent a third. There is no phone number listed. I paid $86 for the unit.
Business response
08/30/2022
Hi, I would be happy to investigate this for you. Please send:

Proof of purchase including date, retailer, product, and color
Your full name, address including city, state, zip, phone
Pictures of the area with a description of why parts are needed

Once these are received, well advise.
Thanks, and have a great day,

*****************************
Consumer Experience Specialist
Customer response
09/01/2022
I had ordered this product and never received it. I have sent 3 emails. There is no phone number listed with which to call to check on the order. There has been no response to my emails. I would like to have the product delivered or not be charged for this product
Business response
09/16/2022
Called and left a message for consumer to call me back with details of where she placed her order.
Initial Complaint
07/09/2022
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
One of the 4 Keter GRANDE 165G (624 L) deck boxes ******* Item *******; Keter Model ******) that I purchased at **************************** ****** is missing the top panel (LDB) front left end cap.One of the 4 Keter GRANDE 165G (624 L) deck boxes ******* Item *******; Keter Model ******) that I purchased at **************************** ****** also has a bent top panel (LDB) and will not close properly.The manual states: IF THERE ARE MISSING OR BROKEN PARTS, PLEASE DO NOT RETURN PRODUCT TO THE STORE. Please log on to our website or contact customer service at: email: ***************************"By what date will I receive from Keter replacement parts for the missing the top panel (LDB) front left end cap and the defective bent top panel (LDB)?As instructed in the manual, I sent an email to *************************** on June 6, 2022 and Keter replied on June 6 with the auto reply pasted below with Case number ********. But I have emailed Keter again asking by what date I will receive the replacement parts on June 11, June 18, June 22, June 26, June 27 and July 7. Keter has not replied.From: Keter No Reply <********************************>Subject: Keter Case # ********: Keter GRANDE 165G (624 L) Deck *** ******* Item *******; Keter Model ******) is Missing the Top Panel (LDB) Front Left End Cap Date: June 6, 2022 at 7:16:39 AM PDT To: ********************** <***********************************>Dear ***********************, Thank you for contacting Keter ****************.Your Keter Case #******** has been created.If additional information is needed we will contact you soon.We look forward to assisting you. Keter **************** ************** NA
Business response
07/27/2022
Good morning,
We understand your frustration, and we sincerely apologize for any inconvenience in this matter. Here is the fed ex tracking number 962*****************************70 and the part shipped on 7/25/22.
Thanks and have a great day.
Customer response
07/28/2022
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.

Keter falsely alleged in an email on July 14 that they had shipped the parts requested. But Keter did not respond to my July 14 email advising them that they failed to provide the name of the shipping company and the tracking number, which their form-letter email falsely stated was shown in the email.
The tracking number Keter provided to the BBB on July 28 shows that Keter did not ship anything on July 14 as their email to me falsely alleged. And as of July 28 only a shipping label has been created. Nothing has been shipped.
Keter has not answered any of my questions and requests in my June 11, June 18, June 22, July 7, July 14 and July 27 emails attached.

"By what date will I receive the missing part from Keter?

"Is Keter going to provide deck box missing part in a timely manner? Or should I return deck box with missing part to Costco?"

"Do I have file a Better Business Bureau complaint to get assistance from Keter?"

"Yes Keter **************** Team can be of further assistance.

1. Please advise by return email which parts Keter allegedly shipped on July 14.

Has Keter shipped a replacement for the bent top panel (LDB) and a replacement for the missing top panel (LDB) front left end cap, as specified in my July 9 BBB complaint 17544014?

2. Please provide the name of the company that Keter allegedly shipped these 2 parts with and the shipment tracking number missing from the Keter July 14 email below.

3. Please explain why, despite multiple email requests for further assistance since June 6, Keter did not respond to my multiple emails re Keter case # ******** until July 14, after the BBB advised Keter of BBB complaint 17544014.

4. Number each response to correspond to the question and request number."

5. By what date will I receive by return email answers to my July 14 numbered questions and requests?

I have not receive the missing and defective parts from Keter.

6. By what date will I receive the missing and defective parts?

Because Keter has lied to me and refused to answer questions and requests, I have to wait to see if I receive both parts requested before being able to accept the July 28 Keter reply to the BBB.
Regards,

***********************
Initial Complaint
07/06/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On February 18, 2022, I purchased a KETER BRUSHWOOD 120G DECK BOX from Home Depot.After opening product, I found a part missing off of a crucial piece of the deck box, the cover. This missing piece would render the box useless to keep things dry.I have tried to contact this company multiple times through email and telephone with no satisfaction or reply.
Business response
07/27/2022
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. I have already sent the request to the warehouse to have the parts for your deck box to be shipped immediately. If I can be of further assistance, please feel free to contact me. Again, we apologize for the inconvenience.
Thanks and have a great day.
Customer response
07/28/2022
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
06/21/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased the Keter XL Utility Cabinet from ****** in late March.I started to assemble the cabinet, and discovered the top lid that also has the door hinge (Part XL1) was broken, and the door now has no top hinge.I have been trying to contact Keter for almost 3 months now, they NEVER answer the phone or reply to email.All I want is the top cover replaced! Wish I read the reviews for this company first, but this is also a big black eye for ****** as well.
Business response
06/23/2022
Good morning, We do apologize for the problems and inconvenience you had with your Keter purchase. The order is placed for the parts to be shipped asap. Please allow for shipping time from North ********* Here is the order number 00726576

Thanks, and have a great day,

*****************************
Consumer Experience Specialist

Customer response
06/27/2022
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. The company has responded and has shipped the needed part. It was received by me on 6/26/2022. Thank you to everyone for the help.

Regards,
*******************************
Initial Complaint
05/12/2022
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought a large Keter storage box (870L) at Canadian Tire on April 21, 2022. Since that time I have tried several times to reach Keter **************** without success. After many e-mails to Keter and hours waiting on the phone, I have the feeling I will never get the missing parts (3 CS parts). I would be grateful if you could help me. Thank you.
Business response
06/13/2022
Good afternoon, We do apologize for the problems and inconvenience you had with your Keter purchase. The order is placed for the parts to be shipped asap. Please allow 5 to 10 business days for delivery.

Thanks, and have a great day,
Customer response
06/14/2022
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.

Furthermore, I have received the missing parts and consider this file closed.

Thank you and Regards,
*************************
Initial Complaint
04/08/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
March 10, 2021 I bought a tool box for $63.87. The handle broke February 2022 and I notified Keter 2/18/22 of the issue. My product was still within warranty. On 3/9/22 the company asked me to send over my Paypal info so they can place the money for the broken part into my account. Info was sent on on 3/11/22 they told me wait ***** days to receive an answer. I followed up on 3/25/22 and was told check back another **** days. Yesterday I waited 30 minutes to speak with someone and decided to hang up and send another email. I let them know I'm not happy with how this is being resolved whereas I have been unable to use my rolling toolbox for the last 2 months. They don't have the replacement part so they said they would refund me the money. This shouldn't take 2 months to resolve. Case ******** Re: Keter Case # ********
Business response
04/12/2022
Hi, The refund for the tool box was sent on 4/11/2022 through Pay Pal to this email address. ******************. If i can be of further assistance please feel free to contact me with any questions or concerns.
Thanks and have a great day,
Initial Complaint
02/22/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My husband messaged these people on ******** Ticket #******** AND #******** Sent all the info and pics and receipt....lots of issues with this shed I dont want any new parts I just want my money back this was a waste of time....poor quality and workmanship and nothing but nightmares with the damage I got on the items
Customer response
02/23/2022
see attached
Business response
03/08/2022
Good morning, No refund will be given. Alpha Outlets is not a Keter authorize retailer, its a 3rd party company and our warranty only cover purchases made through our authorize retailers. We recommend returning the shed to the Alpha Outlet where it was purchased for the refund. Keter is not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims,concerns, or questions regarding third-party products should be directed to Alpha Outlet the third-party.
Customer response
03/10/2022
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.]
This has nothing to do with the retailer, this is a quality workmanship issue which lies with the manufacturer
Please stand behind your products and issue refund ASAP
I already sent photos and proof of purchase, now come to the table and rectify this matter.
I will continue to file complaints until this is resolved

Regards,

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

Business response
03/11/2022
Good morning, The full refund of $1189.69 was sent through pay pal on 3/11/2022
Thanks
Customer response
03/18/2022
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
02/14/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Bought Keter High Store 4.5 x 2.5 Vertical Outdoor Resin Storage Shed, Grey - Parts are warped and damaged and in completely unacceptable condition - emailed company multiple times, no response - looking for a complete replacement as I am not satisfied in what I received and do not want to get parts and have issues with colour batch matching, back and forth etc.Please send complete replacement shed ASAP - Bought Keter High Store 4.5 x 2.5 Vertical Outdoor Resin Storage Shed, Grey
Business response
02/14/2022
Good afternoon, We do apologize for the problems and inconvenience you had with your Keter purchase. Please provide pictures of your shed, copy of your receipt and your pay pal email address. Once we received this information, we will be able to provide you with a refund. We look forward to hearing from you soon.
Customer response
02/14/2022
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 receipt from Amazon
- see attached pictures
- Paypal address (**********************) PLEASE MAKE SURE YOU ADD 5% SO AFTER FEES I AM FULLY REIMBURSED ** PAYPAL TAKES 5% FEES

Regards,

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

Business response
02/15/2022
Good morning, Your refund was just sent and Keter pays the additional fees. If i can be of further assistance please feel free to contact me at ********************************************************.
Thanks and have a great day!

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