BackyardCity.com

Purchased 2 umbrellas from this site... a 9' and 7.5'. In less than 4 months one of the support ribs on the 9' broke. When contacting Backyard City by phone spoke to a gentleman and he asked me to take pictures and send to their "support" address and he was sure it would be taken care of. So I did so and received a quick response that the ribs were not covered under warrenty but we could spend another $40 to order a replacement. This is after we spent almost $600 on the 2 umbrellas. Would not recommend to anyone to purchase from Backyard City as they don't support the products they sell and obviously sell sub par quality products.

I was nervous about the order I had placed after reading reviews available on a few different rating websites - it had made me wish I had taken the time to read beforehand. There was supposed to be a 3 week lead time on my order (a custom replacement swing set canopy) and a few days after placing my order I e-mail'd to see about an expected shipment date. I got a rude response from the Trey guy mentioned in other reviews about the three week lead time. To my surprise the order shipped the next day (4 days after placing the order) and arrive by mid-week of the following week. The canopy measured correctly and overall I was very pleased with my purchase (was about $20 less than the nearest competitor). Off this individual experience I would recommended backyard city.

I spoke with Trey at BackyardCity. He was most helpful and courteous. Having ordered the Wonderfall Fountain some years ago, along with several other items, I questioned him about several poor reviews that surprised me. Not true about the business relations I have had with BackyardCity. Outstanding Customer Relations is an integral part of the professional services rendered. I highly recommend the high quality of the merchandise offering, as well. Give yourself the opportunity to see for yourself.

Horrible customer service. So much for "the customer is always right." We ordered a custom sandbox cover, it came in pretty fast which was great however it was uneven and too small (huge gaps around the posts where it was supposed to be snug). We contacted the company, dealt with Trey, he asked for multiple photos of the cover and measurements, blamed our measurements on the form for being inaccurate (which they weren't) and then stopped responding. Money down the drain. What a HUGE disappointment. I wish I had read all the similar bad reviews online which state the same exact experience before we blew $100 on a useless product.

Wow. I cannot recommend enough going elsewhere. This is the least respectable business I've ever had the misfortune to deal with. Seriously. Don't do it. There are dozens of retailers online that offer the same products as these guys, and you'll receive what I did not here: service, communication, follow up, and respect and appreciation for your business.
Only after I sent a couple emails (their voicemail box is full and has been for well over a week...), the last of which was 13days after my order, when I suggested they please reply or I'd take my business elsewhere, did they charge my credit card and begin shipping my order. No response. No tracking information. No appreciation for the amount of money - hard to come by money during the covid outbreak - that we spent there. Just read receipts on the emails I'd sent.
They don't care.
They won't care about you.
They won't care about your concern for their disinterest in communication.
They certainly won't care about providing order updates or tracking information.
They definitely want your money, though. That, they care about.
Don't trust them. Don't patronize them, and spare yourself a completely miserable experience. I suspect if you live close enough to the actual retail location, and can confront them in person for their palpable disdain for the people who pay their bills, you may receive some type of customer service, but I'd not hold my breath. Look at all the online reviews of this company... and judge for yourself.

Stay far away from this company. My order never came in, they never informed me that it would be late, customer service is nonexistent, emails were discourteous, I called two months after order and they still couldn't track it down. The thingis, they would never have looked for the product if I hadn't alerted them. They put little effort into getting the product from their supplier. What a mess. I think they work out of their garage.

I purchased a solar blanket, reel for solar blanket and tarp for reel. I received my solar blanket but not the reel and tarp. I called on 4/29 and was told by Trey that he had no clue what had happened. He proceeded to tell me that due to covid what once took a few hrs now takes a few days. I called back left voicemail 3 business days later, nothing. I called back 5/8 now 7 business days and once again talk to Trey. Once again he tells me he has no clue, and he didn't contact me because he had no update. He once again blamed covid. The following Monday 5/11 I called, nothing no answer. I called 10+ times. I emailed the only 2 emails i could find No response. I left message on Facebook Messenger, I can tell they've read the message, but no response. Ive called daily 10+ times and no response. I think Trey is the only person answering calls and emails, or in my case not answering. Horrible experience.

Update: I was contacted that my order couldn't be fulfilled and they apologized for lack of communication and gave me 100% refund and told me to keep solar blanket as a gift. Im still disappointed with the lack of communication, but am happy about end result. Also the solar blanket rocks, does exactly what they said it would.

Ordered a custom shade sail April 12,2013 and received it April 30,2013. The sail was supposed to be 155" x 226" (+/-2") per the quote Trey sent me. The sail I received is 153" x 257.5". That's 29.5" out of THEIR published tolerances. I've called Backyardcity 5 times and have been told 4 times that someone will call me back. To date no one has called back. I finally emailed Trey and have been going back and forth with him for two days. He still won't call me.

He did offer to refund my $795.00 ($757.00 sail + $38.00 shipping), but only if I pay to have the sail shipped back to him. I've already paid shipping to have an improperly manufactured sail sent to me. I'm not paying a "shipping penalty" to get it back to them. As far as I'm concerned that's on them. Or, better yet since they have an offsite fabricator make the sails, I told him to have the fabricators pay to ship it back. They made the mistake when measuring/cutting/sewing it together, NOT ME.

I haven't got anywhere with them yet, but I expect to. I submitted a dispute on them with my credit card company since I didn't get what I paid for. USAA is currently investigating the transaction. There's a good chance they will return my money and deal with Backyardcity themselves. I've also filed complaints with the Tennessee and Florida (my state) Division of Consumer Affairs as well as the Better Business Bureau. I posted on my page and every group I'm a member of on Facebook and now I'm searching for every site that has complaints against them to post some more.

THIS BUSINESS IS THE PERFECT EXAMPLE OF WHAT IS WRONG WITH CUSTOMER SERVICE IN THIS COUNTRY! I ENCOURAGE YOU TO THINK TWICE AND HEED THIS WARNING BEFORE DOING BUSINESS WITH THEM.