HutShop.com

Full review
I entirely agree with all the submitted complaints re this online business selling pre-used/damaged canopies. Prior to them shipping me what was sold as a brand new item, one of their customer service reps called to say they noticed a smudge on the canopy fabric that could be washed w/ soap & water.  I asked, "If the item is brand new/sealed in its manuf box, then how possibly could it have, or you know, it has a smudge- Has it been used, a return or compromised?" They insisted it was not, and that they "simply opened it for quality control/inspection". I thought, how bizarre, I have 'never' heard of that from a 'new' sealed item. I told them, very specifically, as a condition of sale that if I accepted/received it and found that, in any shape or form, it appeared used, a returned item, or compromised/damaged, it was to be returned, at their expense and pickup. They agreed and sent it. It arrived in a gigantic box that was put in my garage for a holiday event/on the holiday. I couple weeks later, my senior parents and I opened the box to discover , in fact, a completely used/compromised item. The fabric packages were all restuffed with pot only smudges, but what looked like food/tea or coffee stains on them (very visible) and the accordian fold out type of frame seemed bent. Given it was the holiday/they were closed, we went to try to assemble. Following instructions to the "t", it went up easily. Worse of all, it was up less than 15 minutes and us all under it), when suddenly (on a beautiful 60 degree day w no wind) we heard loud snap/crack sounds and THE ENTIRE THING COLLAPSED ON US! The 'steel' rods had completely sheered/cracked apart. Worse, in that condition, it could not be folded up. I IMMEDIATELY called/left a message and even emailed their customer svc, sent detailed pictures of the item, etc and asked them to immediately please, as committed to as condition of sale, schedule a pickup/return/refund, as I knew this all sounded fishy from the beginning, and 'here we go'. They responded once, "was it staked?", which, of course, we responded, of course it was, "look at the pictures." Then, 'nothing' else. After repeated attempts to resolve and then not responding they try to stretch out their 30 day time), we had to file a complaint with the BBB. They claimed they would refund 70% if we could 'ship' it back. We stated that it was agreed upon that they would arrange for return pickup/shipment and also sent pictures showing that, with it being broken, it would not fold up, and was like an Anacongo metalic monster- so they needed to, definitely, arrange for a return pickup. They outwardly lied to the BBB and claimed that, no, the customer would have to arrange/pay for this. I had to actually send the BBB our exchanged emails showing what was agreed to. They continued to refuse to do anything and out of counter offer options, the BBB closed the case as 'not resolved to the customer's satisfaction.' So, I am stuck with a gigantic pre-damaged, pre-used, 'never' brand new pile of steel and fabric in my yard that saw less than 15 min of use, nearly killed me & my family when it collapsed on us extremely sharp/jagged, sheer broken rods, I cannot move/do anything with it weight/bulk) and out over $200+. I absolutely believe that this company purchases used special event canopies and sells them as new, knowing that when they arrived damaged/broken/discovered used, they know it is too expensive for customers to return and they do not honor returns even when they claim (at point of sale special agreements) that they will arrange pickup/return if not satisfied. I have had nothing but outstanding online purchases with vendors in the last decade and this is the first time I have had an unbelieveably scammed and completely disappointing sales experience. If I can warn / protect other potential consumers and their families from ever considering this fraudulent online vendor, it will be worth it/peace of mind.