Backyard Discovery
Reviews and Complaints

I bought a swing set for my granddaughter in May 2022, and by September 2022, I discovered black mold and mildew all over it. I reached out to multiple companies through phone calls and emails. They suggested that I visit *** to purchase a spray treatment. To my surprise, they even had the nerve to send me a homemade treatment recipe.

We jus bought the 16 x 12 *** Pergola from Backyard Discovery. The review time done passed for their inside reviews, but I felt strong enough that I wanted to get my review out somewhere. We was real impressed with the quality of the materials for the price, and the finished product looks awesome! We added a sun sail and some curtains to add some extra shade and a nice look. It looks awesome on our patio and was a big hit this summer for pool parties. The customer service was also amazing! We first tried to build this with just two people, and when we put the first crossbeam, the side not being held by someone fell over and a few pieces of wood cracked in half. Our bad. We called Backyard Discovery, talked with an agent in minutes, and had replacement pieces in a few days. They made this process so easy and was real kind. The second try with some extra hands was a success and we couldn't be happier!

I bought a product from *** that comes directly from this company, which then hires a third party to install it. The third party they contracted has an F rating. The company they hired didn't show up for the installation that I paid for, and Backyard Discovery says sorry, but it's not our problem. They are aware of this issue but still continue to use them. And when the installation doesn't happen, they simply say it's not their fault.

I bought a Backyard Discovery 12' x 10' gazebo with electric through an online retailer about 3 years ago. Due to various delays, it wasn't assembled until 3/29/2022. Upon setup, I discovered the gazebo measured only 10' x 10.9', despite advertisements and documentation stating it was 12' x 10'.

Missing parts. Long replacement time. Terrible customer service. I bought this from ***. When we got the order and hired someone to put it together, we found out that all the hardware was missing. We called to get replacement parts, but they couldn't tell us when they would arrive. It's ridiculous! It's their fault, so they should have shipped them right away. Now we're stuck with useless stuff lying around and a screaming toddler. We can't even let our son play in the backyard because it's dangerous with all these heavy parts scattered about. And to make matters worse, we have no clue when we'll actually get the missing parts.

I bought a gazebo from Backyard Discovery in April 9, 2022. It took a while for it to be delivered, but that's okay. They suggested a company called *** to put it together, so I hired them. A technician came on May 27th to start assembling it, but after 2 hours, he told me that the metal roof cap got stepped on during delivery, so he couldn't continue. He ordered a replacement part, which arrived about a week later. The technician was scheduled for June 30, 2922, and he finished assembling most of the gazebo. However, he found out that a board was missing, so he ordered another replacement, which arrived in about a week. It's now August 9th, and the technician has been canceled once because it was "TO HOT" and three times because there might be a chance of a thunderstorm in the area, even though it never happened on those days in my area.

I ordered a 14x10 Gazebo from Backyard Discovery on 6/12/2022. They said it was shipped on 6/23. The first delivery date was supposed to be on 6/23, but the shipping company never came. I tried to contact them, but they only communicate through email. They said the driver needed more directions, even though the GPS should have guided them to my house. After going back and forth, they gave me a new delivery date of 7/6 - 7/7. But once again, no delivery and no communication from the shipping company. I had to go back to Backyard Discovery for help. They refunded me $*** and the shipping company gave me a new date of 7/25/22. This time, I gave them detailed instructions. However, they still didn't deliver the product or contact me. It's been over a month since the original delivery date, and the gazebo is just sitting in a warehouse. This is a total scam, and I want a full refund.

On November 21, 2022, I received an email about a playhouse purchase. The total cost was undisclosed. I did not make or approve this purchase. Immediately, I canceled the order and contacted the seller, Backyard Discovery, to ensure it would be canceled since I did not place it. Later that same day, I received an email response confirming that they would cancel it. However, when I checked on November 22, the order was still not canceled, so I reached out again. The person who responded claimed that the order had already been shipped and could not be canceled or refunded until they received it back. I cannot afford to ship it back, and the money taken from me was meant for my family's Thanksgiving expenses. The order does not indicate that it has been shipped, and they cannot provide tracking information. They are refusing to cancel and refund me, and I desperately need my money back for my family. The company's responses have been unhelpful and lacking in detail. I am extremely disappointed with their behavior. They need to give me my money back because I do not want this product, and I did not authorize this transaction. I will never do business with them again. Avoid purchasing from this company; you will regret it. They are truly terrible people.

I purchased a 14x10 Gazebo from a retailer on April 24, 2022. We used their third-party service for pick-up, delivery, and installation. The gazebo was picked up on May 17, 2022, and delivered to my home. However, one of the posts was broken. I contacted the retailer's customer service, who referred me to the manufacturer. They informed me that a replacement part had been ordered. The second installation attempt was on June 9, 2022, but the technician found additional damaged parts. I requested eight new parts from the manufacturer. The third attempt was on July 5, 2022, but three of the new parts were damaged. I requested three more parts. The fourth attempt was on July 19, 2022, and we were ready to proceed until the technician realized some parts were missing. I ordered the missing parts. The fifth attempt was on July 27, 2022. The technician found that two parts were correct and two were incorrect. My backyard is now a mess, affecting our ability to entertain and causing safety concerns for the kids. The patio furniture is also being damaged by weather exposure. The technician noted that two parts are now damaged from sitting outside. I ordered four more parts and am awaiting the sixth installation attempt. The situation has been frustrating and overwhelming.

I bought the 14x10 pergola from the website. I followed the directions exactly. The last step was to put 4 plastic bases into concrete and then put the posts inside. But the posts didn't fit and couldn't be secured. Backyard Discovery said it might be the weather, but that was wrong. They said it was probably a problem with the wood at the facility. They told me to use bases from another pergola style to fix it, but that didn't work. I had to show them pictures to prove it. It seemed like they just wanted to fix it cheaply and easily, even if it took up my time. They wanted me to take the whole pergola apart and put it back together. But I had already spent 10 hours preparing and building it. I said no because it was a factory problem, not mine. It was a safety issue too. They said I could get quotes from a contractor and they would send me the posts. But it's been 5 days and the posts still haven't been shipped. The pergola has been sitting for 2 weeks now. If they had sent the items overnight, I would have known sooner that the parts from other pergolas wouldn't work. They did give me a $*** refund, but I'm still not closer to finishing than 2 weeks ago. I'm willing to fix the bases myself, but only if they give me a discount because of all the problems and time I've spent.

Delayed delivery due to lost product, install scheduled 2x with installer no show 2x. A 3rd date for install scheduled 8-20, schedule not followed. Throughout month of May my spouse & I researched sun coverings for outdoors. We called to Backyard Discovery to learn this companies process for their product prior to purchase. We were told that the product would be delivered within 2 weeks of order, and the install date would be made in 48 hours of delivery. Item was purchased on May 31st. Delivery date scheduled for June 21st. Install scheduled for June 23rd. June 22nd we called to Backyard Discovery to notify of no delivery made on 6.21. Installer called on 6.21 asking to change our date of install from 23rd to 24th because he (installer) had a doctors appointment. The installer said his company '*** everything up' because they knew he had a doctor appt. I agreed, 1 day difference was okay with us. June 22nd or 23rd we were notified from Backyard Discovery that they 'lost the product', and they would be shipping a new product. We were told the item reached a local warehouse, but our item was not checked in. Unknown date (week of June 22nd) we were notified that Backyard Discovery found our original product, and it would be delivered. June 29th discussed delivery date of July 3rd. At some point the week of June 29th I spoke with Jen *** from Backyard Discovery and she offered a $*** discount due to issues with delivery & install due to us paying $*** for install. I did not request money off & I did not expect money off, she offered this as a token of good faith, and it was sent via a *** Card via email. Product delivered July 3. July 6th I called to Backyard Discovery's installer *** and inquired when my install would be, I contacted them. The Gentleman, I believe his name was Ron stated our install is flagged as first available. Our install date is July 11th. I stated this was great news, if there is an earlier date, we will take it, and if not July 11th was set between 8-12 noon. I requested verification on the phone, July 11th would be the latest date, and the Gentleman confirmed, July 11th would be latest date & I would be contacted if an earlier appt became available. July 11th 9 am installer had not shown up or contacted us. I called to Backyard Discovery to confirm the installer was scheduled for July 11th 8-12, this was confirmed; however, at this time I was notified that the installer called in to his company either *** or Backyard Discovery to cancel due to weather issues in *** (for July 11th). I had a private hire electrician on my property for the same day & time to wire the structure after installed. The lady I was speaking heard me clearly say, I want an installer here today to install our item, the length of time was outrageous by July 11th & I had a confirmed no later than July 11th, it was clear that I was not accepting a cancellation on July 11th. She stated she brought our *** weather forecast up & there is no rain or 'weather' to be concerned about for July 11th. She would reach out to the installers Regional Manager regarding having the installer install today, 7.11, as scheduled & if there were any difficulties he would reach out to us. At 1:50 the Regional Manager from *** called to me, his name was Jesse. He continued to state as the lady I spoke to previously stated they could not get in contact with the installer, he is not answering his phone. I told Jesse, this was a confirmed appt, I made it clear, I am not accepting a cancellation, I want the installer here today. At 2:33 pm on 7.11 Jesse called back to me & cancelled the install for 7.11. On 7.12.20 I received a call from either *** of Backyard Discovery to schedule my install for August 20th. Currently the installation of my product that purchased on May 31st is scheduled to be installed on August 20th. I will be in contact with Jen *** from Backyard Discovery today 7.13.20 regarding how to proceed. I will be requesting at minimum the $*** fee for install be refunded.