Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/24/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sept 2023 I order a dog crate off line from this company ever to know this is the worst company I ever dealt with remind you dont know nothing until you get your order now remind you theres no instructions,no return address no nothing you have to goggle everything to learn who they are how to get in touch with them its the worst and trying to call them is even worse they dont return your calls or nothing I text them they text back minutes later I thought it was of importance to reach out to them with missing parts but they chose not to respond until they got ready remind you I got everything taped up ready to send it back because i do t like where this is going I got the address to send it back goggle it get it ready take it to the *** to send it back the cost to send it back is like the same amount the crate is plus they ask for a 20% restocking fee this is not fair to the customer there should have been something telling you all of this in the order not to have to run into these surprises I still have the kennel in my possession because I cant afford to send it back o even been begging them for a return label so that I can send them back there product the parts are missing aint tharyon them to make it right but after learning of them in the beginning I want nothing to do with them and I want other people to know of the things that attgoing on with this company their sell Ma ship is disgusting I been telling them that they dont return your calls they are hoyand I told them I just want other people to learn from my mistake

  Business Response

  Date: 10/27/2023

  I'm reaching out in response to the complaint lodged by ********** *******. I couldn't locate a direct reply link, so I'm submitting our response here. Kindly guide me if another medium is required for the reply.
  
  ****************** placed an order for a cage on September 21, 2023, and it was delivered on September 29, 2023. Our first interaction post-delivery took place on October 2, 2023. As evidenced by the attached screenshots, we responded promptly to his concerns.
  
  ****************** mentioned that he had expected the cage to come with bowls and that it was overpriced. However, neither our product listing nor the accompanying images indicate the inclusion of bowls. After his realization, it seemed his dissatisfaction stemmed primarily from the design of the cage and the fact that he believed it to be overpriced. To address this, we provided him with our return policy, which is clearly stated on our website. Despite his dissatisfaction with our policy, we tried to accommodate his concerns by offering to waive the restocking fee. We did this in recognition of the fact that every transaction carries associated costs for both parties. We then requested that he return the cage at his expense in exchange for a full refund.
  
  Unfortunately, ****************** was not appeased by this solution. Subsequently, we received numerous calls from him that can only be described as harassing. During one of the written chat sessions, he even resorted to labeling us as "cowards". Given the nature of these calls and the inflammatory remarks, we decided it would be most appropriate to communicate through written correspondence to ensure accurate documentation of our interactions.
  
  Should the Better Business Bureau require further details or additional correspondence related to this matter, we stand ready to provide any necessary documentation to ensure a thorough understanding of the situation.
  
  We always strive to resolve customer concerns amicably and hope this clarifies our stance and actions in this particular case.
  
  Warm regards