ComplaintsforCustom Pup Crates LLC
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order date 10/26/22. Paid in full for custom crate. Was told delivery will be three weeks from order date. 1121/22 I had to reach out asking for an ETA on delivery and was told 11/30. 11/26/22 I asked for laminate flooring as was never told this would extend the delivery date and there was no change to the delivery date. 12/02/22 I reach out asking about delivery as there was none and I did not get a response until 12/02/22 saying sorry for the confusion but they had to order flooring and on 12/05/22 they will provide me a date. They never followed up. 12/17/22 I reached out asking for a delivery date and they did not respond. 12/20/22 I messaged that i am getting concerned and asked for a date. 12/21/22 I get a response stating they can deliver tomorrow, 12/22/22 between 4-5 pm. I confirmed. 12/22/22 there was no delivery. 12/22/22 at 5:31 pm I asked if this is going to be delivered. No response. I then asked for a full refund. No response. 12/24/22 I ask for a refund again due to no delivery as promised. I get a response 12/24/22 saying they were not able to deliver due to an injury on the delivery team and cant deliver till after the holidays. I asked for a full refund as this was not delivered as promised and was to be a Christmas gift. They said it was due to last minute changes. There were no last minute changes. I have no faith the company will uphold their end as they have not and I had to constantly pursue them. They refuse to issue a refund. I am out a lot of money. and it is unknown if this product is even complete or if they do complete the quality of it. I have filed disputes with my debit card but they say if the company refuses they can't help and I will have to pursue legally. I just want a refund for fail of delivery and upholding their end.Initial Complaint
12/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The first crate I ordered from ******* was wonderful! When I got another puppy, I didn't hesitate to hire them again. But that second experience was completely different.First, they repeatedly blew off promised delivery dates without any communication. Each time I tried to contact them, I had to reach out three times before ****** a response.The crate itself finally came: it was the wrong dimensions and wrong color. I sent it back. When they re-delivered, they just left it at my doorstep; didn't even ring the bell. They had fixed the size, but it was still the wrong color (a color I had written to confirm during the build). Also, this second time I noticed that it was quite rough (poorly sanded), and there were ugly gouges on the inside of the door.I have tried to contact them over a dozen times through several avenues, but am completely ignored. This, for a small crate that cost me $1000. They seem to have no scruples at all. Don't believe their Christian ***** They don't care about decency.Initial Complaint
10/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a crate and had it delivered December 2021. No issues. July 16th of 2022 I reached out to this business via their Instagram page messenger. Letting them know my dogs destroyed a door to the crate. I was met with a prompt response and reassured they could replace them for $50. I agreed and was sent an invoice which I paid right away. By July 24th I hadnt heard anything further so I sent a follow up message where they apologized for not realizing I paid and promised to make the doors right away. On July 29th they asked me for my address to deliver the doors. I replied right away. On august 1st I hadnt heard back so asked for an update.They replied stating they were ready but now wanted to verify size. I replied right away with the correct size. August 7th I asked for another update. They replied they made the wrong size but were currently making the correct size and would deliver them later the next day. I thanked them. August 8th I sent a message that we hadnt seen anyone. August 9th I asked if they would like me to pick them up. August 10th, 11th, **** 12th asked for updates. August 23rd I found the doors placed at my front door but realized they were the wrong size and sent a message. August 24th sent a follow up to make sure they got my message that the doors didnt fit. On September 12th they replied they were sorry and working on replacement doors today. On September 21, 29 and October 7th I asked for updates with no response. *** also texted the owner multiple times with no response.Business response
10/26/2022
Client was fully refunded.Initial Complaint
04/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dog kennel was damaged upon arrival. When the product arrived, I noticed the shipping crate was damaged. When I started opening the crate, I noticed the dog kennel was damaged (see photos). It is not usable, as is. For over a month, the company has refused to rectify the situation (ie, not replacing the kennel, not providing finished wood parts to repair the kennel, or ********* to fix the kennel).Business response
10/31/2022
This client received the item without noting any damage on the delivery. He signed the delivery receipt without inspecting for damage as we advised him to do.
Per our return policy we do not offer returns or exchanges. If this client was able to note the damage upon delivery by the shipping company we would have been able to claim the damage on our end and replace this clients crate without an issue.
Customer response
11/01/2022
I sent 10 photos of the damaged kennel in an email to the company. The kennel came in a crate and there was still plastic intact with the exception of where the damaged occurred. In addition, they used a light blanket type material that was still on the top of the kennel. The photos I sent detailed the damage while still in the wrapping.
As to why I didnt inspect the kennel while the delivery man was still here. I was required to get a drill and proper sized bit to take out the screws so that I could ******* the kennel. This took time. The delivery man, I believe had another delivery and had to leave.
*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. ↩
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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
6 total complaints in the last 3 years.
0 complaints closed in the last 12 months.