“The shelter is strong and worth the money but the hassles were many. Here is a summary:
1. The shelter boxes--over 500 lbs--were left on the road on the side of the driveway becuase the driver said his truck would not make it up. We have had oil delivery trucks and appliance delivery trucks make it with no problem. Knowing possible limitations, ShelterLogic should have contacted me beforehand to arrange for the right vehicle.
2. The manual that came with the shed was the wrong one, and the one online was also wrong. Customer service sent me pdf of the right one and I asked that hardcopy be put in mail, first class. Two weeks later--no manual.
3. The video for the installation of this unit is either for another shelter or a much earlier version, so useless.
4. The manual is clear in many parts and confusing in others--and there is no text that accompanies the pictures.
5. Much of the install can be done with one person, but others--maybe 25% need two. Company makes this clear but some reviews state otherwise--impossible for one person to do.
6. There are dozens of screws that need to be drilled into metal, with no pilot holes. Even with strong drill this is a task.
7. When we were close to finishing the job we realized that four poles were missing. To their credit, replacements were sent promptly, but it delayed the finish and we had to readjust our schedules.
The customer service rep was excellent but every other aspect of the operation leaves much to be desired. Responses to reviews seem to all be the same: thank you for your comment, sorry for the hassle, we will do better. Only problem is better never seems to come.”
Hi there,
Thank you for taking the time to share your detailed feedback. We genuinely apologize for the challenges you faced during your experience with the ShelterTube. Your concerns about the delivery, manual discrepancies, and installation difficulties are noted, and we appreciate you bringing them to our attention.
We strive to improve our service and communications, and your insights will certainly help us in that endeavor. Regarding your missing poles and the confusion with the installation manual, we’re pleased that our customer service was able to assist promptly, but we understand there is room for improvement.
If there's anything further we can do to help resolve your concerns or enhance your experience, please do not hesitate to reach out. We truly value your feedback and aim for a better experience moving forward.
Warm regards,
The ShelterLogic Team.
Thank you for taking the time to review the ShelterTube Wind and Snow-Load Rated Garage, 12x18x8 Green, Paul. We apologize for the experience you had in assembling the product. If you need assistance with the assembly process, please reach out to us at 1-800-932-9344.
We are always striving to provide the best customer experience possible, and so any feedback to help us improve is valued.
Thank you again, Paul.
