TUFF SHED INC - Hutchins

I talked with a sales rep from Tuff Shed back in June 2020 to discuss options on a shed. One of the questions that I asked was "what is the estimated time to installation?" She informed me that it would be 1 week out. So I proceeded to go online and fill out the build order. After filling out the build order, she called me back and asked if I had questions. I asked again about the installation and was then told it would be about 3 weeks out. I received an installation date in an auto generated email from Tuff Shed on 6/15/2020 that stated my installation date was scheduled for 7/16/2020. On 7/6/2020, I sent an email to the Tuff Shed representative that had worked with me on the signing of the documents for the "Finalization Order". I asked if he could confirm that we are still scheduled for 7/16/2020 installation. He replied that same day, "Confirmed, you are on for Thursday the 16th in the afternoon." On 7/9/2020, I received an email from Tuff Shed stating that my shed was going into the production queue tomorrow (7/10/2020). This email was to make sure that any changes to my order were addressed within 24 hours to avoid a delay or change order fees. A reminder was in that email stating that the installation of the shed was set for 7/16/2020. On 7/16/2020, around 11:00 am CST, I decided to call Tuff Shed to see if I could get a better estimate than "afternoon" on the installation. The girl stated that I wasn't on the schedule for today. She said it was mid-August. I asked to speak to the individual that emailed me that my installation was set for today. I spoke with that individual and he started to apologize that COVID-19 had impacted their schedules. While I can appreciate the current issues with COVID-19, I explained that no one had the decency to notify me that they were not showing up. He then tried to state that someone had called and texted. I said that was flat out false as I have my phone logs for the last week. I continued to explain that I had taken a day off from work, reshuffled my daughter's work schedule also in order to be available to his company to do the installation. I also stated that because of the lack of respect for their customers by not notifying them of a scheduled installation that got moved, their company needed to make this right or I wanted my money back. He was professional and said he would contact Home Depot to see what they could work out. I have bought other sheds through Tuff Shed. The last shed I purchased was a semi-pleasant purchase. I don't believe companies should disrespect the very customers that keep their businesses operating. I want Tuff Shed to honor it's commitment to its customers (either by sticking to the agreed upon installation date or giving respect to the customer and notifying them ahead of time that the schedule has changed). The customer should not have to call the company on the day of the installation to find out that it was moved for several more weeks. If Tuff Shed cannot install this shed right away, they need to compensate my family for the major inconvenience it imposed on us by not notifying us promptly the installation date was moved. If they cannot compensate us for that inconvenience, they need to refund the money and expect to never have our business again.

We first noticed Tuff Shed at a local home and garden expo and liked how well built their sheds were. A few months later we got a call from them that they were running a special so decided to go ahead and get it installed. There were quite a few back and forth e-mail with our salesperson, Michael, to hammer out all of the details. Once that was done, we were told to contact scheduling. However, Tyler the scheduler never responded to my numerous voicemails and even when I notified Micheal of this, he said he would followed up but failed to do so. These sort of issues are unacceptable as it felt like they had no interest in scheduling the work, they really need to improve their responsiveness. After 2-3 weeks of having no luck with scheduling I finally got Tyler on the phone and we scheduled it for that Friday. The installers arrived on-time and were able to setup the entire shed within 3 hours. They did a great job and there have been no issues in the 6 months since then. The shed even weathered a very strong storm in October without any issues. So the build quality was great but the customer service part of the transaction was severely lacking.

After deciding on model, size and features, a date was scheduled to tear down the old shed. It was dismantled and hauled off. We scheduled a date to install the new shed, they came out and assembled it quickly and professionally.

THE SALESMAN WAS VERY FRIENDLY AND THEY WERE ALSO ON TIME.