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4.4 7 Reviews

Ace Canopy Complaints Summary

6 Resolved
1 Unresolved
Our verdict: Expect excellent service from Ace Canopy. While their resolution rate is high, always verify their service terms. Read customer testimonials, both positive and negative, to gauge their service's reliability and responsiveness. Have all relevant information ready when dealing with their customer service for efficient problem-solving.
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Ace Canopy reviews & complaints 7

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10:26 pm EDT
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Ace Canopy False Advertising

Please, please pay attention to the False Advertising. The picture is completely false to what you will receive. I ordered a PORTABLE BEACH CANOPY that only comes in red (so why show a WHITE canopy at all?) and it does not come with the mesh siding (again, why show it in the photo? Also, why advertise in the description that you will have protection from the sand because of the mesh siding? This particular description, since my phone complaint, seems to have disappeared. But it was there, I double-checked before I called! Now it SUDDENLY says that mesh-siding is NOT included. Where was this when I was reviewing the product about a month ago?) This company doesn't even offer to SELL mesh siding. What a rip-off! The package arrived as an "Economy Gazebo"...uh, what happened to the Portable Beach Canopy I ordered? If you want to send it back, forget about it, they will charge you shipping AND a restocking fee. Uh. Really?

They will also add tax to your order, no matter where you live, to make your order appear to be over $99, so that you supposedly are guaranteed 'free shipping.'

In reality, they only tax CA, but they don't have your address until you enter payment, so they assume you live in CA. Is this making sense?

I mean...add tax later perhaps? And have a review page for payment? Maybe maybe? Just a suggestion!

"Click on this pop-up for $10 off" is also very confusing. Once you put in your payment information and the "payment has been made" page pops up, the total will be completely different from what you initially thought you were paying, as in: much more.

You are much better off going to Lowe's, Home Depot, or even good ol' Amazon.com. I strongly recommend NOT buying from Ace Canopy.

The service reps are very nice and help as much as they can (thank you for that), but obviously they can do nothing about the person who runs their advertising. Whoever is in charge of this, you put your customer service reps in a very uncomfortable situation with false advertising. And I feel like an *** for buying from you. I strongly feel this will not serve the company well in the end. No one really appreciates being lied to, and, in the end, there are better places to buy from. Thanks so much.

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Made in Oakdale, CA
Oakdale, US
Feb 08, 2010 4:14 pm EST
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Could not get call backs, asked for pictures of items clearly miss labled items, sent items back for replacement never got items back, when asked for credit back was told 20% restock fee on items they sent that where wroung. Not orded wrong mis-labled for thier warehouse. And they pain lied when talking to them.

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Made in Oakdale, CA
Oakdale, US
Feb 08, 2010 4:30 pm EST
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Was so upset I missed spoke (Customer Service and Mad in Oakdale)

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12:07 pm EDT
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Ace Canopy No customer service

I purchased a garden canopy pop up tent and what was shipped to me is not the same as what was pictured on the web site and I thought I was purchasing. Now I can't get anyone to answer the phone when I call there accept the "order taking group" and I keep leaving messages with them for customer service however no one ever calls me back. This company should be investigated by the BBB or someone because they have no problem continually taking people’s money but have absolutely NO CUSTOMER SERVICE!

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9:29 pm EST
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Ace Canopy Wrong Item Shipped

I ordered (2) 7x20 tarp walls for my canopy and (2) 18 Ft Peak ends. What I received was (4) 7x20 tarp walls and NO Peak ends. I have e-mailed the company with no response. I have called the company at least 5 times, as well. Usually, the person on the other end hangs up on me before I can speak with anyone.

Today I finally got to speak with "Thomas" who assured me someone would call me right back. Two hours later, no one did. I called again and spoke with "Melinda" who again assured me someone would call right back. It has been two more hours and no one has called.

DO NOT trust this company.

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9:17 am EST
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Ace Canopy No delivery

Ace Canopy does not deliver what they advertise on their website. I purchase a canopy and cover.

The canopy legs and fittings did not fit together properly. I had to modify the ends of the pipe to slide just to slide into the fittings.

The website very specifically mentions grommets every 18" in multiple locations on their website. The cover that they sent out was a cheap utility tarp that had grommets every 50" +/-. Then when I tried to stretch the cover properly the grommets tore out immediately.

So Ace canopy sent another top with grommets that were about 36" apart. However they said they would not take the top back with out a re-stocking charge if opened. I asked them how was I to check if it would fit without opening.

Ace canopy advertises even custom size canopys but can not deliver on a standard size!

Customer service is a joke if you can get them to answer the phone. I have documented phone calls, photgraphs, faxes etc.

Do not buy from this company or it's affiliates. I have contacted the better business bureau and am forwarning everyone to stay away from this business.

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Dan from Ohio
Dayton, US
Jul 23, 2010 1:37 pm EDT

I bought a 10 x10 waterproof pole tent with sides. When I went to put it together the side tarps are 9 feet 6 inches. The tarp bag is even labled 9 ft 6 in. I called them and they agreed that was wrong but wanted me to send them a photo of the trap bag. They said they would send the right size tarps to me. After waiting several days I call back to the same person to see why the tarps weren't here and she now tells me that was the right tarps. I asked how a 9ft 6in tarp will cover 10 ft sides and she says there may be a gap. Yah, 3in on each end!
I asked how you sell a 10 x 10 waterproof tent with 3in gaps in the corners. She had no answers. I got to her boss and it was no better. He told me that they don't even have a 10FT tarp. He could send me a 12 FT tarp.
So then I have to find a way to tighten up the extra 2 ft.

Stay away from this company! They may be the cheapest but not worth it!

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2:53 pm EDT
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Ace Canopy Shipped defective product then repeatedly lied about it

AceCanopy of Palmdale CA shipped us a product which was impossible to assemble because of missing parts. Ace then ignored repeated emails to their yahoo.com account, and repeated voice mails (no human ever answered the phone). Finally, when we filled BBB complaint, they responded, but only to BBB (we later received copy from BBB). Their response? Total lies: that they had offered to resolve the problem and we had refused. (The never communicated with us in any fashion.) We received refund from Discover Card after bringing small claims suit against them and Ace. (Ace never responded to the suit, either, and as out-of-state company it was impossible to get jurisdiction over them in small claims.) Moral of the story: Ace Canopy sells defective products and then lies.

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11:05 am EDT
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Ace Canopy No delivery of product

Buy absolutely nothing from Ace Canopy!

I ordered a garden canopy a month ago. They charged my credit card immediately, but I haven't received the canopy yet.

I tried to contact their customer service half a dozen times; they put me on hold for 20+ minutes and nobody answers. I miracously got thru once, and was promised that they would ship the canopy within one week, which didn't happen. I'm still waiting on my order and start to loose hope. Ace Canopy should be put out of business immediately.

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Charles Futch
, US
May 24, 2010 5:03 pm EDT

We ordered a $250 tent which arrived last week. We set it up Saturday and had rain overnight and it collapsed when the water puddled on the edges. Two sides of the framing were bent and it is now useless. Customer service says they will not replace it or give a store credit. Nowhere on the web site does it warn against rain. IT'S A TENT! Their response was "we apologize" Nothing else. Buyer beware of this companies' product.

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odil1372
, US
Jun 18, 2009 6:58 pm EDT
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We ordered a 20x30 canopy for our fireworks business. Placed the order on 5/31 and we still havent received the shipment.

A rep told us the sidewalls were backordered so my husband asked to split the order - send the tent now and the walls when they come in. Delivery was suppose to be today. My husband called back and they said it would be next Wed. as they never shipped the tent out.

While they have credited our account for a small discount, I don't believe I would do business with this company again.

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12:00 am EST
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Ace Canopy Unable to contact

I recently purchase a shade tent from ace canopy $140. I can seem to contact them. They don't return emails. It has been over a month and a half since I ordered my product and the postage was supposed to be 20 days. I ordered it from the US. I live in Australia.

Can someone please help?

Kind regards,
Linda

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Thom M
Coatesville, US
Sep 02, 2010 3:57 pm EDT
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Hahhaluia! I'm not alone! I ordered a 10 X 20 canopy several months ago. It took several calls and about 6 weeks till I finally received it. Most of the calls I got know response and then when I did they said the manufature sent the wrong poles. When I finally received it there was no directions. I called them and they said that the directions were on their website (excuse me?). After finally figuring out on my own, I found that the side walls were 6 inches short, there were not enough connectors and they sent an extra top. I thought of calling them back, but I knew it would be more pain then I needed, so, I am going to take a $260 loss. Please, please don't deal with them, you will be sorry!

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a1producer
Waco, US
Jul 14, 2010 8:38 pm EDT

I too wished I had known about this message board before placing an order with this pathetic company. In April ordered a 10 x 20 canopy 'Pharos' brand for $599, used it 10 times and it is now nothing more than scrap. Locking pins on 5 of 6 posts do not work, and release pins on the legs will not stay latched. The top leaks water so badly in a rain shower it's almost drier to stand out in the rain. Called and complained, but all I got was yes this wasn't the best grade of canopy but their 'Ace' brand was much better. OK, my fault, so I ordered the better grade at $975. After waiting 3 + weeks it finally showed up, opened the box and behold, exactly the same, down to the last bolt, as the cheapo I purchased in April. Called the company, Oh we're so sorry. I can send it back at my expense and pay 20% restocking fee, well I informed them that wasn't going to stop me from sending it back. I promptly called my credit card company and they said to go ahead and follow the procedures spelled out by ace canopy, then contact the credit card company again with the package tracking number and they will then work to get a full refund on my behalf.

Not the end of the story, however. I also ordered a 10 x 10 commercial grade canopy for $399 with a white top. Guess what, same cheap frame as the 10 x 20's and the color is green. Didn't realize it until we had opened the box as one would assume they could at least tell the difference between white and green, but apparently not.

Sad part is, I did business with them about 4 or 5 years ago and was completely satisfied with the product quality and service. Now their warranty is worthless and if they don't get the order right, unless you have special x-ray vision to see what is in the box without opening it, you are sunk.

Will never, ever do business with ace canopy again.

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pvwoodcrafts
Oakland, US
Jul 09, 2010 6:16 pm EDT

On march 18, 2010 I ordered a 6 pole heavy duty custom enclosed canopy from Ace canopy. On June 18 we decided to set it up to make sure we knew how to prepare for the summer craft show season. When I opened up the pipes they had not been de burred when they were cut. The insides of every pipe had a razor sharp burr on it. I thought it shouldn't have been overlooked before shipping but I went ahead and filed them all smooth. Then we started to set up the canopy. I had to file the inside and outside of every pipe and connector to even get it to go together. Another little aggravation. Then when we got the frame together and started to attach the canopy we found out that all the bungee cords were 12 in long instead of 6 in like the packages said. We had to wrap the cords twice to get them to work and then things really went wrong. The top tarp was not wide enough. The gable end tarps were not wide enough. After failing to get any of the tarps to fit I did a little measuring. THEY sent me a 11’ x 9'2" frame, and tarps for a 10 x 10.
That's when I went in and wrote them an e mail. Took them 3 days to respond and then only after calling. They needed my order # which I sent them. In a weeks time, countless e mails and several phone calls the only response I can get is " sorry for your inconvenience but its not under warranty". I asked them to explain to me what the warranty has to do with anything. I ordered a 10 x 10, paid for a 10 x 10, and my receipt is for a 10 x 10. I got a 11 x 9'2" frame . I have repeatedly asked for a supervisor but can’t get one to respond. To date Ace canopy has refused to address this problem .
As of July 9 2010 I have corrected the problem myself. I purchased exhaust pipe to replace the pipes that were too short, recut the ones that were too long, purchased new bungee ball straps for a total of $124.00 . With the initial cost of $378.00, and $124.00 for replacement parts my new canopy is a whopping $523.00. This doesn’t include the 2 days labor I lost working on this problem. They're crooks.

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dantinakim
, US
Jul 04, 2010 5:40 pm EDT

Do not order from this company, they sell junk! bought a 10 X 16 canopy paid over $300 it is made some metal poles and a tarp that you can buy at a dollar store. the quality sucks. We also had problems with getting it delivered many phone calls, finally we told them we would be contesting the charges and that is when they shipped the item. We just put it up today but received it about month ago, too late to return. I question how a company can charge your credit card before they even ship the item, reputable companies do not charge your card until they ship the item, I paid 2 months interest on a item I had not received. Do not use this company! The should be reported to the Attorney General's office for being criminals! You may think you are getting a good deal but what you are getting is junk.

dantinakim

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Windows1
Anaheim, US
Jun 19, 2010 1:24 pm EDT

OMG every single complaint is so true! I placed an order back in March 2010 after just 3 days my 10X10 Gazebo canopy bent on one side, sent 4 emails regarding this obivous defect no responce, left messages on their voicemail never recieved a phone call back. I could never, ever get a live person on the phone! Finally I disputed my charge with American Express and the charge has been awarded in my favor (love you AMEX!) But now I have this tarp still, in the box waiting to hear back from the company if they want their junk back and still no REPONSE.. What a surprise.. I don't know why this company has not been shut down yet. They are so quick to take your money but never stand by anything that they claim online, what a joke!

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ATOZ
Fresno, US
Jun 13, 2010 1:37 pm EDT

I have also had horrific experience with this company.
DO NOT ORDER ANYTHING FROM THIS COMPANY! You will get nothing but the run around, frustration and anxiety!

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Clevelandrocks
North Olmsted, US
May 26, 2010 1:12 pm EDT
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I have had the same issues that everyone else has had. The frame appears good but was larger than we ordered. That was not too much of an issue. The canopy fabric was 2 feet short all the way around and did not have a valance on it. I have c ontacted several people at this company and no one will correct the problem. It now sits with Luis in the warehouse. I have filed a dispute on our creidt card and have been assured that we will not have to pay for this product unless they fix it. I guess that is one good thing. The canopy was ordered for my daughter's graduation party. This company is the worst I have every dealt with. I urge anyone who reads this to avoid them

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Joseph J Bondi
Norristown, US
May 18, 2010 10:57 am EDT
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--------------------------------------------------------------------------------

Dear Sir,

Called your company, at approximately 6 PM. Spoke to a Marie Garcia to ask

questions regarding your product line. Was going to order on-line after our

exchange. However, the sales training kicked in. Grab the customer, place your

foot in the door. Marie proceeded to extract credit card information, but

before complying, I insisted that an email to confirm my phone order be

sent promptly (immediately).

Spoke to Simeon Alexander at approximately 7 PM . He "cut and pasted"

invoice to an email. However upon receiving it, it was necessary to scroll

sideways half again the invoices width. Making it difficult to make sense

of the invoice. When I noticed the address, it was incorrect.

Called again, spoke to a "Crystal", told her to terminate order "acecanopy

Order# 38571", She said it is now officially canceled as of that moment.

And she would confirm by email, of confirmation of cancellation of order.

Behold! as of this moment no email.

Called again, time 8PM., talked to Mr. Alexander. Explained the situation,

he then sent me the same cut and paste invoice noting under the "status"

column the word "canceled". I mentioned it certainly does not look official.

He replied That his supervisor will see that the proper cancellation

procedures will be applied. That within 72 hours a credit will be issued

to my "Chasefreedom Mastercard" account. In the meantime the credit card

company will be alerted by me as to the difficulty encountered, inadvertently

or deliberately, by your hired staff.

Note: All confidence in "Acecanopy" as a company has disappeared.

Good luck, perhaps with some intensive training it can be

turned around. I wish you well, maybe you can live up to

your advertising "hype" someday

Scam examiner JJB

.

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Marbellamounts
St Petersburg, US
May 05, 2010 5:08 pm EDT

If you call their [protected] number and when asked for your selection press one for sales oddly enough you will get right thru. If you select shipment infor or stay on the line you go into their phone loop and can not get ahold of any one. I also used a shadow yahoo account and asked information on a $28, 000 Commercial Dome Canopy marked down to $20, 000 and guess how fast they responded to that. After 3 weeks of email and getting caught in the phone loop 1 call to sales and I got the number. I entered it into the FEDEX tracking site and it was in route. I consider myself lucky after reading some of the other complaints.

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Chad Maloney
Louisville, US
Apr 28, 2010 4:05 pm EDT

WOW! I wish i read this before ordering from these ###! I ordered a car port 1 month ago and have yet to receive any confirmation, tracking number, or product. Its funny how they didnt hesitate to charge my credit card. It is obvious that this is a fraudulent scam that needs to be looked into by law enforcement. DO NOT NOT ANYTHING FROM THESE LOSERS!

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