Deceptive, slow to respond and awful customer service
TLDR: Like a few of the other recent reviewers, I had hoped that all the past positive reviews would lead to a great experience with Impact Canopy, but unfortunately that was not the case. Impact Canopy does not stand behind all their products, they take WEEKS to answer emails, and their policies are not customer focused. Take your money elsewhere.
My wife and I had wanted a pop-up canopy for a few years, thinking it would be great shelter while camping and we could use it in our backyard for shade while working on the gardens. After MANY hours of research, we decided on an Ultra Lightweight Aluminum (ULA) canopy from Impact, along with a set of two mesh walls, two solid walls and some weight bags, which came to ~$650 including tax and shipping within the GTA. The ULA kit seemed ideal, since aluminum would be lighter weight for camping and Impact had indicated on a review from a few years ago that they sold replacement parts should anything break.
The canopy arrived the Wednesday before the Victoria Day long weekend, so we took it to Bon Echo provincial park to go camping. Unfortunately, that was the weekend of the freak storm/tornado and a 24 inch diameter, 100 foot tall tree came crashing down just four feet from the canopy while my wife and I were standing underneath it with our dog. We were all fine and the damage to the canopy was minimal, just a golf ball sized hole in the top and three bent truss bars.
I emailed Impact to see about purchasing replacement parts, since I understood an act of nature would not be covered by warranty. They informed me that they did not sell any replacement parts for the ULA canopy, to which I expressed frustration because I only got 24 hours of use out of the $650 canopy kit and I was under the impression that they did sell parts because they said so in a review on Home Depot’s website. After MANY weeks of waiting on email responses from Impact, they offered me a good will gesture of a discounted DS canopy for just $340, down from their usual price of $500.
Now I was looking at spending nearly $1100 total for a canopy, but I figured it was my best chance to get a canopy to enjoy for the rest of the summer. They assured me that they sold replacement parts for the DS, so if anything did break on it I could fix it. Just before calling them with a credit card for payment, I had an idea to check other retailers. Sure enough, Amazon Canada had the exact same DS canopy kit for just $325!?!?! So for all the waiting and deception and inconvenience Impact Canopy had made me endure they were going to sell me a “discounted” canopy that would have cost more than what any other person would pay on Amazon? I was FURIOUS, so I emailed Impact and told them to cancel the order for the DS canopy and ship my weight bags that I had already been waiting 2 months for. I have now wasted two months and $650 and I don't have anything to show for it.
If you’ve read this far, I implore you to buy from another manufacturer. Impact Canopy doesn’t care about small customers, just large corporate accounts with big marketing budgets to spend. If you buy anything other than their expensive DS, CL, ML, M or Evento canopies then they do not stock parts for it and they’re considered disposable. Try ShelterLogic, Quick Shade, U-Line, EZUP etc. just be CERTAIN that they sell replacement parts.