We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Dog Boarding

Ruffland Kennels

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dog Boarding.

Complaints

This profile includes complaints for Ruffland Kennels's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Ruffland Kennels has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/20/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Bought a tray for XL kennel and it came with no instructions. Contacted company and they said to drill on back of tray where the indendtions are with 3/8 drill bit. Did this and thr holes fo not line-up. Contacted and sent pictures and was told they are just a guide and should fill holes with epoxy and try again. If they had told me they were just guessing I would have tried to find a way to mark them. Very poor quality control and no wonder they don't give directions to say" drill until you get them right and then use big washer to hold tray"

      Customer Answer

      Date: 06/26/2025

      They are sending a replacement tray and have sent a return label. 

      Thanks

       

    • Initial Complaint

      Date:10/02/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      I bought a dog crate from this business, they do not provide sizing recommendations, and their exchange return policy is misleading as is their shipping cost coverage and return shipping cost coverage. I spent close to $***, and bought custom nameplate and a couple of accessories to go with this item. I received this item and it is the wrong size. The item was also damaged during shipping/it has scratches. When I went to ship this back, I discovered that it's close to $*** for me to ship it back! Looking at their website, and what I paid to ship it here (about **$), made me think that I would be having to pay that same amount to send it back if I had to pay the cost at all! Now, cost to ship means I cannot return this item because I cannot afford the shipping costs associated with it. This was a major purchase for me. I did a lot of research, and read all of the policies and had no idea that if I need to exchange it I wouldn't be able to due shipping cost! There's no retailer in my area that sells a comparable product with any stock or available in my size. Their website offers no sizing guidelines. I'm stuck with almost $*** kennel that I can't use. The entire point of this was to keep my dog safe. I had to dish over more money in order to meet the needs of my pet and keep my pet safe. I had to order another one from them because I've paid for Custom accessories that only fit with their brand. Now I'm stuck with an extra crate I don't want and can't use. I've had to spend an additional $*** to get the correct size so total of almost $****! For that much money it should be very clear that if I make a mistake In sizing it will cost me hundreds of dollars to mail it back to get the correct size! $*** pair of shoes send me back a paid return label if it's the wrong size! Their website is unclear, misleading, and I never would've bought from the company had I known that this was a situation if I needed to return especially since they don't provide sizing recommendatio

      Business Response

      Date: 12/02/2022

      Business Response /* (1000, 19, 2022/11/21) */
      Complainant placed an order with our company on September 6, 2022, which she proceeded to cancel the next day due to stating she ordered the wrong size, she needed something bigger. She was refunded and subsequently placed an order on September 7 for a larger size. This item was shipped out and received by customer on Sept. 27. Customer decided this item was too big for her needs and wanted to exchange it for a smaller size. When we explained the shipping charges that would be associated with sending it back she became irrationally upset, using a string of offensive words in her reply to us. She accused us of not helping her determine sizing, when it states directly on our website and individual kennel pages that we
      do not recommend sizes as it is impossible for us to know the particulars of someone's pet or situation. However we did offer the best guidance we could. Along with this back and forth exchange we extended multiple **% off coupons as well as corresponding with her on a daily basis beginning Sept. 15th through Oct. 4th.

    Ruffland Kennels is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.