ComplaintsforNew Cat Condos
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Complaint Details
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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.Initial Complaint
11/11/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Hello, I am writing because I ordered a product from this company, received the wrong item, and have not been able to get a response from them by e-mail. I would greatly appreciate your assistance with this ******* based company. I have also tried to contact them by phone on the number listed on their website for Returns and the phone goes unanswered. I am a returning customer (2 previous successful orders before this one). Here are the dates and details of the transaction:Website: newcatcondos.com 10/22/22: Order placed for a Prestige Cat Trees Maine **** Cat Tower with upgraded all sisal posts. 10/24/22: E-mail received reporting the item shipped showing I was charged the upgraded price.10/28/22: Package delivered by FedEx.10/29/22: Opened the package and discovered I was not sent the upgraded product that I was charged for. E-mail sent to the company reporting the incorrect product was sent. ($70 upcharge for the upgrade).11/1/22: E-mail sent with photos of the posts I received to demonstrate that I did not receive the upgraded posts.11/4/22: No response received from company yet. Return request submitted via their online portal for returns.11/11/22: Several phone calls made this past week to the number listed on their Returns webpage, ************ during ** business hours. The phone rings and disconnects, no one answers and their is no option for leaving messages. Website shows my return request is pending, no further instructions or details have been sent to me. I'd prefer to receive the correct post. If this is not an option, a billing adjustment would be the second choice.Thank you for your time.***************************** ************Initial Complaint
09/04/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
We ordered 2 cat tress from this company on July 23rd. One of which cost ** $289.98, "Prestige Cat Trees ***** **** Cat Tower". This tree should have came with 3 posts that each hold a single circular "bed". One "bed" was missing and we have emailed the company 4 times and called once to try to get someone to acknowledge the missing piece. The emails, whether you do it from the company site or the order confirmation email, do not send any type of acknowledgement that they received your inquiry. We emailed twice from the site and twice from the confirmation email. I called once last week only to have the number ring and ring and then disconnect. When I looked this company up on BBB they have an F rating with the same type of complaints I am filing now. I have never heard back from anyone in over a month. We try to support *** made products but certainly do not appreciate the lack of support/care from the company we are trying to support. Ideally I would just like for the missing piece to be shipped to us WITH COMMUNICATION or a 25% discount on my total charge. Our order confirmation # is *****.Initial Complaint
08/29/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The cat tree I received was defective. The perch wouldnt fully s**** in. It was wobbly. That rendered the tree unstable and unsafe. New Cat Condos wouldnt provide a phone number and wouldnt respond to my email and website contact. I consider them a fraud. I will dispute with my credit card company.Initial Complaint
07/21/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a cat condo online and I paid an extra $10 for the carpet to be **** to match the rest of my house. I just received the condo yesterday and it is dark *****. I have tried reaching out to the company and the telephone number Online has been disconnected or is no longer in service and I have emailed them asking for a replacement and Ive gotten no response.Now I am out $154.99Initial Complaint
03/14/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a cat tree for $109 in late February 2022. I purchased the exact same item listing that I had purchased previously in 2018. (My cat loves it; but our tree was showing wear and it was time for an upgrade!) when the tree arrived on March 7th, its quality was incredibly poor - significantly worse than the exact same item I had purchased four years ago. Not only was the quality of materials significantly lower quality (threadbare carpet, no padding, thinner wood and poles, etc) there were visible screws in the bed of the cat tower, which is a safety concern. I immediately requested a return on my order from my account on the companies website, providing photographic evidence via email of the quality discrepancy and safety concerns. After 8 days, I have had absolutely zero response. The company phone number is not listed on their website and when I click on my order details in my account, it shows no update but Now shows my order isnt reliable for return (even though I was able to submit a return request a week ago through the same link). There is no customer service contact information on the website, only the opportunity to follow them on ******* (where they dont receive direct messages - I tried!), Pinterest, or you tube. I also am unable to leave a review. At this point I just want to be able to be contacted by the company regarding my claim. Their lack of service and lack of contact options makes it seem like they are hiding from their customers.and given the quality of their products, maybe they should be. I did not recieved the quality item that I paid for and I do not deserve to be ignored.Initial Complaint
03/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
New Cat Condos delivered a piece of cat furniture that is VERY DANGEROUS, with sharp objects sticking out inside and outside the furniture, and pieces of wood particles continuously fall out of the inside of the ceiling. ALL of these issues are VERY DANGEROUS to my animals. See the attached image of some of the sharp pieces that stick out inside and outside the furniture and also the pieces of wood particles that continue to fall from the inside ceiling. I have put the furniture in the garage in a large plastic bag waiting for New Cat Condos to replace it. BUT I have written to them SIX times with no response whatsoever.Initial Complaint
02/17/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I have written this email below to ******************************* several times and also filled out a form on their website, and NO RESPONSE. They shipped a VERY UNSAFE CAT CONDO with sharp objects sticking out all over in the inside. In addition, pieces of wood keep falling off from the inside roof. VERY DANGEROUS! Here is the email and what I put in the form:I have written several times, including filling out a form on your website, and you have still NOT responded!The cat condo you sent is UNSAFE.1. I have pulled out over a dozen sharp staples sticking out inside the condo, and there are still dozens more.2. I pulled out a one-inch long double prone sharp staple sticking out above the opening just before my kitty's eye was going to be hit with it.3. The inside roof keeps dropping wood pieces from 1/4 inch up to 1 inch in size.Please send a replacement ASAP. When you send the replacement, you can pick up this UNSAFE condo. You need to see how UNSAFE it is.Thanks,******* From: New Cat Condos <*****************************> Sent: Tuesday, January 18, 2022 5:55 PM To: **************** Subject: Your New Cat Condos Order Confirmation (#*****)Thank You for Your Order! Your order ID is #*****.
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Customer Complaints Summary
18 total complaints in the last 3 years.
6 complaints closed in the last 12 months.