Hannah Rachel
2/5
UPDATE- I will give them one more star for complying with their warranty very kindly without issues. Unfortunately my 3rd door started malfunctioning... Mechanism started jamming. So I'm on my 4th door for this kennel which is just... Absolutely not okay. BUT!!!! They sent it to me immediately and stuck to their replacement claim and gave me no issue. Fortunately, it got here right as the fairly new, 3rd door's mechanism jammed and then exploded in the 3 arm pieces hanging as it has many times before.
Oh, where to begin with how gloriously perfect this company is! Their products are crafted with such impeccable care that you’d think they were trying to win an award for “Best Use of Cheap Materials.” And let’s not even mention their customer service—it's practically a comedy show! They excel at finding creative new ways to lighten your wallet, while cheerfully informing you that if you’re not thrilled, you can either buy more stuff or plead for a refund. Those large plastic hooded kennels they sell for traveling? Absolute masterpieces, except for the door, which is a marvel of dysfunction. I mean, who doesn't love replacing a door every few months because it crumbles into pieces at the slightest touch? It’s such an exciting experience! And I’m just delighted to know my careful cleaning and avoidance of slobbery dogs are completely irrelevant, since any door worth its salt should easily stand up to a bit of drool.
I placed an order for a replacement door for my lavish $300 kennel back in December, and here we are in August with another broken door—my third this year! Truly impressive! Oh, and those batteries for the cat toys I ordered alongside the door? What a thrilling journey I had with them! Their website was a glorious mess—I ended up with three packs of batteries I never meant to order. But hey, it’s totally fair that they wouldn’t take back the unopened ones, right? Just a little oversight of mine, since the website was practically glitching like it was being run on dial-up. But the best part? All those batteries were corroded with delightful green acid leaking from them. Someone clearly took a good look at them and thought, “Perfect! Let’s ship these bad boys!”
Getting a refund for those delightful corroded batteries was a breeze—if you count a month and a half of desperate begging as “easy.” And today, when I tried to contact them on their chat, I simply basked in the joy of waiting over 20 minutes while they played hide and seek with my questions. Their chat feature is obviously just a little decoration because they clearly have no intention of responding. Just like they weren't planning on refunding me for the batteries until I'd practically thrown myself on the floor begging. If you happen to need parts for your kennel that’s practically falling apart, well, you can just keep tossing your money at them or toss their products in the trash and try another brand! Clearly, their priorities are all about the cash and not a single ounce of care for their beloved customers. As a dog trainer, I’m just thrilled to share my experience so others can avoid this shining example of a company and save themselves the joy of wasted money over and over again. And I would have been happy to not get to this level of upset, if I haven't been dealing with their poor customer service and crappy products over and over again with no end in sight.
