ComplaintsforNew Cat Condos
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Complaint Details
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Initial Complaint
05/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On April 4, 2024, I ordered two Prestige Cat Trees Maine **** Cat Perches. I paid for them by credit card, Receipt #****-5937, Order # ***** for $259.98. I received the cat condos; but, they are not the ones I ordered. I have two very large cats and was impressed with the one large perch on each tree. Instead, I received two of the Prestige Cat Trees (Deluxe) Maine **** Cat Perches that have two small perches on each tree that are not large enough for my cats to sit on. On April 19, 2024, I send an email to ****************************** asking them to please send me the correct trees and I would send the ones I have back to them. I have called the number they have on the receipt ************** and nobody answers. I need help, please.Initial Complaint
05/22/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I am a certified retailer for New Cat Condos in *******, **. I have been emailing them for the past month with no reply about a defective product one of my buyers purchased, they drop ship for my business. I also place two orders, one May 14th and one May 15th, they as of yet to be shipped.I have also tried calling the phone numbers listed for them and they either do not answer, it is a fast busy signal, or it simply does not work. When I placed the last 2 orders, I get a message saying "AWAITING PROCESSING AND FULLFILLMENT", I have never seen that message before, it usually says, "AWAITING PICKUP/SHIPMENT" Which means it is ready to go. I have ordered many trees from them the past few months, years w/no problem at all and all my buyers love them. I sell strictly on ***** And they usually ship in a week. Now, nothing and I am seeing many complaints over the past couple weeks.I may have to refund my buyers money thru ***** I paid New Cat Condos $435.98, I can't even get a email reply from them, advise what to do, are they still in business, their website is still up and running and they are still taking orders/money, but nothing is being shipped.....what is going on?Initial Complaint
05/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Jan 7, 2024, I purchased the large cat tower online. I paid $159.99. After about 2 1/2 months, the carpeting on one of the beams is torn away to reveal the wood underneath. Note that we only have one cat, not several cats. We can see that the carpet wrapped around the beam is very thin. In addition, the whole cat tower is wobbly with very skinny posts. We picked their product because it is made in the ***, and they adverstise household grade carpeting, but the quality is atrocious. They have not responded to numerous emails.Initial Complaint
04/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased a cat tree and while it's made of solid wood the construction is poor. The carpet is falling apart and shedding, the top is wobbly and coming off the post. I requested a replacement but no clear direction on how to send the defective product back. No prepaid return tag sent, and no information that if I returned the tree I would be getting a refund or replacement.Initial Complaint
09/28/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered a cat condo from New Cat Condos on sept 16, 2023. The condo is too small for my cat. I emailed New Cat Condos on Sept 25, 2023 to ask how I return this. I even asked if it could be exchanged. I did not get a response. I looked up their phone number and I got several listings and they are all disconnected. I checked my **************** bill and it shows a company by the name of *********************. I called the number listed for them and it was a fast busy signal. This company seems very shady. No packing slip, no email address that responds and no customer service number. Please help!Initial Complaint
06/18/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On 5/14/23 I ordered a Large Cat Tree (Item ******) from Newcatcondos. I had previously ordered from this business and was pleased with the product. I received my order on or about 5/21/23 and attempted to assemble on 5/22. The male s**** on the middle perch is not long enough to reach and s**** into the female end of the base, therefore preventing my cats from being able to access the highest perch. On 5/23/23, I messaged the company through their Contact Us form on the site, explaining the situation and asking to be sent another middle perch with the correct length s**** I also attempted to call the number on the site, which is different than the number associated with the company here on BBB. I called ************ several times, but the line just rang numerous times and then disconnected, with no chance to leave a VM. I did some research and also came across the 480 #, and the same happened when I called it. I sent emails to info@newcatcondos on 5/29 and 5/31 and finally got my 1st and only response on 6/1/23 stating they would try to rectify the problem and asking for photos. I sent photos on 6/2/23. No response. Sent follow-up emails 6/5/ and 6/8 with no response. ***** calling again unsuccessfully. On 6/10/23, I submitted the problem to the Returns form of the site. I took a screen shot of my msg and also the response confirming they received it and someone would get back to me As of this moment, 6/18/23 i have not heard anything. In my communications I made it clear that I (my cats) are unable to use this cat tree for its intended purpose without the middle perch. I also stated several times that I will be moving and needed to have the replacement before I moved on 6/15. I have pushed back my move date to 6/29, but ABSOLUTELY MUST have the replacement middle perch in purple with all sisal rope, no carpet, by that date. Thank you for your assistance in getting this resolved. I have all emails on file referenced in this complaint.Initial Complaint
05/18/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Dispute: I'm attempting to return this item, but there is no answer on the phone number (cannot leave message) and they do not reply to emails. I have called almost every day, and emailed at least 5 times. No resolution attempt on their side. I just want a return label so I can ship it back, and to be refunded obviously. ORDER #***** Tracking: ************ Date of transaction: 1st May 2023 Payment amount: $139.99 Item provided: 1 MULTI LEVEL LARGE CAT GYM Their email: ***************************** Their phone number: ************Initial Complaint
05/09/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchase 2 cat condos and received them last Thurs 5/4/23. One condo was easy to put together but the other is not. The top bed was to be screwed on but the holes don't line up and the bed tilts. I have tried 5x to contact them from their contact form and several times by phone. I have received no answer back after trying for several days. I filled out the form online for a repair and still no answer. I want a full refund back.Initial Complaint
01/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered a cat tree from this company. It arrived, but was missing an important post to complete putting it together. Both my wife and I have been emailing them, but have not received a response. She has also tried to call them a multitude of times, using the phone number on the shipping label, but no answer. We would just like the post to complete the cat tree. Our order number is $43717. SKU ******. Total cost: $147.99.Initial Complaint
11/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Two cat trees purchased on 10-14-22 and both are found to be faulty. Have emailed company several times and received no confirmation of email or response; have tried to call several numbers listed online and after two rings the line disconnects. The ***** number given on the instruction sheet is for chewy.com, so this website is clearly buying products from chewy and reselling the products and not giving proper customer service when products are faulty. The products I bought are exclusive to chewy as well so chewy should be shutting this company down immediately.
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Customer Complaints Summary
19 total complaints in the last 3 years.
5 complaints closed in the last 12 months.