ComplaintsforImpact Dog Crates

• Initial Complaint

  05/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased two crates from this business that boasted heavy duty aluminum only to find upon attempting to assemble that A: the instructions are not for the crate I purchased and those instructions are NOT the same even thought they insisted they were for half an hour via chat and 20 minutes on the phone and B: that part of this crate is *only* supported by plastic, not by aluminum. When I contacted them about this 2 agents would not admit the discrepency and refused to explain why the instructions do not match and why my product is missing a total of 16 holes that should keep the aluminum pieces together, only that the plastic corner pieces will hold it in place. They refuse to issue a full refund and want to withhold shipping and a restocking fee. This crate is incredibly heavy and I will not be held responsible for the shipping, much less for packaging it back up when the product is A: inaccurate and B: faulty when compared with their assembly instructions. Attached are the instructions and photos of the product that show there are missing holes.

  Business response

  05/31/2024

  After reviewing your ticket, we sincerely apologize for the inconvenience. It appears that we installed rivets where screws should have been used. We did offer to replace the top with overnight shipping or provide a partial refund, but you declined both options.

  The stationary model does not require the holes mentioned in the instructions, which are for the high-anxiety model.

  We are updating the stationary model's instructions and appreciate your patience. We are committed to resolving this issue and welcome any further suggestions from you. Thank you for your understanding.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an impact crate on Thursday, May 23rd. The business claims orders are processed within 24 hours and shipped within 1-3 business days. When I paid, the item showed as being delivered by Thursday, May 30th. I thought that would be plenty of time even if there is a delay in receipt. I am traveling with my dog who can't be left in a typical crate and I leave Monday, June 3rd. It was imperative for this trip that I receive the item in time. I got a shipping email the next day saying the item had shipped (Friday, May 24th), it was still showing as to be delivered on time. Imagine my dismay when I look at the item on Monday, May 27th and the *** site shows the item hasn't even been picked up. Yes, I understand there was a holiday (Memorial day) but that's not acceptable. The shipment email shows that the label was created at 1:20 PM EST (10:20 AM PT) and that's plenty of time to get it to the ***. The fact that the shipping label was created and it didn't actually ship is deceptive. I called on Tuesday and spoke with a woman who wasn't helpful at all. I told her my issue, she said she couldn't do anything but that she would follow up with the team to see why it didn't ship. She repeatedly stated that items took 7 to 10 business days to receive and that isn't listed on their website nor was it reflected when I purchased the item. She did not help solve the problem. I told her if I didn't receive it in time, I would return. She sent me a follow up email saying it would be picked up by Wednesday (reminder here that it was supposed to be delivered originally by ********). She told me I couldn't return it because it was secondhand crate. Again, didn't attempt to provide a resolution. The delivery date is now showing Tuesday. But if I were to go buy another one, it could be delivered by Monday. Now I won't seem to have the crate in time, I have to cancel my business trip (which is money), and they say I can't return the item. Unacceptable customer service.

  Business response

  05/31/2024

  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience you experienced. While we strive to process orders within 24 hours, *** handling times are unfortunately out of our control and based on averages. Holiday weekends almost always play an effect into this as well. Our second-hand crates policy, including return restrictions, is clearly listed on our website.

  We appreciate your business and support, and we are truly sorry for any frustration this has caused.

  Customer response

  05/31/2024

   
  Complaint: 21780446
  
  I am rejecting this response because:

  Your "resolution" to this complaint is an insult. It's clear that you've done absolutely nothing to rectify this issue, despite my providing two reasonable solutions:

  1. Overnight a replacement crate for delivery by June 1st, 2024.

  2. Accept a return and refund of the product upon receipt.

  Let's be clear: you have complete control over when you send shipping notifications. Your notification went out FIVE days before the item was even picked up. That's not a mistake; it's a blatant lie.
  Your website, another thing you control, promised delivery by May 30th. Another broken promise.

  And let's talk about your customer service agents. They're nothing more than policy-spouting robots, incapable of providing actual solutions. I spent $700 with your company, and all I got in return were regurgitated policies and a refusal to help. This is beyond unacceptable.

  I even attempted to reach out via email with a compromise, and I've yet to receive a response. Your silence speaks volumes.

  Your inaction is forcing me to make a choice: cancel a business trip, costing me $1,557 in lost revenue, or board my dog for $375 and risk having the crate stolen from my doorstep.

  This isn't just about a late delivery. It's about your complete disregard for your customers, your broken promises, and your utter failure to provide even a modicum of customer service. Do better.

  Sincerely,

  *****************************

  Business response

  06/17/2024

  *******,
  
  I have reviewed your most recent email, where you mentioned, At this point, theres nothing you can do to make it right. We agree with you on this and felt it was best to leave it at that.
  
  It is unfortunate that we are at fault for last-minute planning, but we understand that times like these can be stressful. We do not guarantee any delivery times on our site, as that is out of our control once our products are handed over to the shipping carrier. We apologize if there was any misunderstanding on our site at the time of checkout regarding our estimated delivery times.
  
  Unfortunately, we could not meet either of the two recommended solutions you preferred. We wish you nothing but the best going forward and understand that you would no longer like to do business with us.
  
  

  Customer response

  06/17/2024

   
  Complaint: 21780446
  
  I am rejecting this response because:

  Wow! Your message is **** with passive aggressiveness! Congratulations on putting together an email where you point the finger at the customer and tell them good riddance in professional words. 

  I never at any point said you were at fault for my planning. Purchasing a product, when a website says fulfillment happens in 1-3 days, isn't last minute. As I indicated, I could have gone with another brand and received a similar product within a shorter period of time. I elected to go with Impact because of a positive experience I had many years ago. I wanted genuine empathy, care, and a desire to support a resolution. At no point in my conversations or interactions did anyone offer anything like genuine compassion or a solution. 

  Your insistence on fault finding (and even in your finger pointing at me for "last-minute planning"), a point to policy and process over customer satisfaction, and an unwillingness to do anything in support of resolution just lets me know what kind of organization you are. It's awe-evoking that throughout our interactions you've remained steadfast in your commitment to be right over being helpful. Sincerely wishing for both your people and customers' sake that you get some help in learning what it looks and feels like to give excellence in customer service. 

  Sincerely,
  
  *****************************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered over $2,000 of products about 7 weeks ago. For the upcoming dog show season. I had surgery and was on lifting restriction so the new unopened packages from impact sat unopened in my garage. Opened them today, with a dog show in 2 days. 1 crate comes with the rails, 1 without. The collapsable crates cant be used without the rails some quality control on an item that requires 3 things to be packed in the box. Call customer service, since its over *************************** had to be escalated and have to wait. So I have an over 1k hunk of metal junk in my garage that is useless to me. Really terrible. Stick with made in *** ruffland. I need these rails ASAP or the item remains a waste of a lot of money and space..

  Business response

  05/30/2024

  We sincerely apologize for the missing rails on one of the crates. We have already submitted a replacement order this morning and will ship them out right away. We take full responsibility for the mistake and are doing our best to correct it for you. Thank you for your support and business.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I entered an order for three dog crates totaling about $4,500. Immediately realized I forgot to measure the height of the hatch of my **** Expedition to ensure the would fit inside. I ran out and measured an it is an inch and a half too low. Do I immediately contacted Impact Crates, explained the problem, asked them to cancel two of the crates and refund my money and just send one that I could still use in any event. They agreed. Within 15 minutes of placing the order, it was adjusted. That was Monday. By Thursday afternoon still had no refund. So I called. I was told the refund could take TEN DAYS!!!!! They owe me $2,762.13 (This does not include the crate I do want that I paid for). I just want my money back for the other crates in a timely fashion.

  Business response

  03/15/2024

  Unfortunately, like any company, our refunds are not instant; however, this delay is not our fault, as it is entirely due to the credit card companies' processing times. I have confirmed that the order has already been refunded; there is nothing more we can do from our end. The money is on its way back to the customer.

  Customer response

  03/15/2024

   
  Complaint: 21434534
  
  I am rejecting this response because:

  I did not use a credit card.  I used a debit card.   In similar situations with other retailers, refund has appeared within 24 hours. My bank, ***** *********** has NO INTEREST in prohibiting my funds from being returned to their bank, and my account!  That would go against their interest and mine!  We are talking nearly THREE THOUSAND DOLlARS!!!!  Any bank wants that back.  My bank did not stop, nor did it delay this refund.  This company is making this up.  They keep saying they refunded the money. No they did not   The refund is not completed until MY money is removed from their bank and is back in MY BANK!

  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Almost 2 weeks ago, I placed an order for a high anxiety, crate system, by the next day I received an email that my order had been put on hold until I verbally confirmed that I had ordered the right size because the size I had ordered was not eligible for the regular return policy.After waiting two days to hear from someone after I had left numerous text messages and calls, I finally adjusted the size and added a side door to ensure whatever I purchased would be exactly what I needed it to be. Over $1000 later I was told my shipment would be sent in the next two days, allowing me to utilize the crate for the new rescue dog that I have that needs this crate.I received the shipment of a crate 3 days later minus the specific altered specifications that I had paid an additional $273 for.To explain this further, I paid extra to have an additional side door to allow me to access the crate from the side.I did not receive the side door attachment deeming the crate unusable for what I need in the small space I have available to rehabilitate a high anxiety rescue dog. For over two days I have emailed over a dozen times asking for management of this company to contact me. I continue to receive small one liners asking about information Ive already provided like order number and if Im specifically asking about the side door.I have proof of every email and I have proof of the complete disregard for my simple request to speak to upper management regarding my dispute.After spending over $1000 for a crate, well over 10 times what Ive ever spent on a crate in my entire 20 years as a certified animal behaviorist I am incredibly disappointed and would like to be issued a refund as Ive already had to purchase another crate to meet my needs For a company that totes to be made in *******, my experience has not been smooth or effective, and I am almost 2 weeks left without any way to contain an anxious dog with the product that I purchased from this company

  Business response

  02/27/2024

  Looking over our records a lead did touch base with the customer this past Friday and we shipped out the requested part with overnight air shipping. This was delivered yesterday based on the *** tracking information, we also submitted a partial refund for the inconvenience. 

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Dec 1st 2023 I purchased a 48" Stationary Crate.I paid Just under $1000 for the crate and put it on payments.Impact Dog crates advertises how strong and durable their crates are. From that advertisement I understood that their Stationary model would be a major upgrade from my Wire crate.After a month I realized that the simple act of pawing at the crate door for a few minutes bent the door at the bottom. I was appalled at how soft the door actually was. I bent it back into place and have had to do so no less then 3 times since. Had I not had a carabiner in the padlock hole I am certain he would have popped the door open.The door in this "sturdy" crate is poorly designed and dangerous.I reached out to Impact Dog crates on January 25th to see if it was possible to purchase the front portion with the high anxiety crate door and swap it out.This was not possible.They then offered:"We apologize for any inconvenience this has caused. If you would like to upgrade to our High Anxiety model, we would be happy to offer you a 40% discount on the high anxiety crate, along with free shipping."which I initially read that to mean they would exchange this poorly designed model and upgrade me to their stronger version at a 40% discount.Then someone else took the ticket over and "clarified" that they meant they would sell me a second crate at a 40% discount with free shipping.I informed them I could not afford two payments not to mention I think it is ridiculous that they think the answer is to just buy another more expensive crate.I would like to see this exchanged for the high anxiety model or just refund me and I will find a better company. They can send an empty box and return label and they can have this junk back or I can donate it to a local shelter they can use for kittens as that is about all it will safely hold.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a black 40"+ collapsible crate on 12/02/22, and it was delivered via ***** on or about 12/21/22. Due to a medical issue, my dog was unable to use the crate at the time I received it, so I did not open or assembly it right away.I decided to open and setup the crate this past week in 01/06/24. After assembling the crate as per the included instructions, I started working on getting my dog familiar and comfortable with it.As soon as my dog took one step inside the crate, I heard a loud "bang" sound, which startled me, as well as my dog, as it caused him to immediately exit the crate and run away from it.I placed my head and arm inside the crate to inspect the cause of this loud noise, and I immediately discovered that the bottom floor of the crate was warped, and makes a loud noise when my dog either enters or exits the crate, or just moves around inside of the crate. Anytime certain sections of the bottom of the crate are touched, it makes a sound like wobbling sheet metal and it is very loud.I called Impact by phone on 01/08/24 around 1:00PM PST and I was unable to reach a live person. I kept calling, and eventually was able to speak with a live person that I immediately could tell was an outsourced call rep from ***** or ***********. The *************** me an email and requested that I reply back with a video of the issue, which I did. I called back the next day and spoke with a rep ****** who said my issue would be looked into. ****** then emailed me later on 01/09/24 and instructed me to repackage the damaged crate, bring it to *** to send back to Impact, and wait for a replacement.This resolution is unacceptable. After purchasing a $1300 crate with a "100% Lifetime Guarantee", I don't feel I should have to pay to repackage the damaged crate and spend my time transporting it to *** to send back to Impact.Impact's customer service in basically non-existent. Although HQ'd in *****, the only person you can speak with is based in *****.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I typically do not leave reviews but I need to ensure every consumer is aware of the product they are preparing to buy. Initially I was very excited to order and receive my collapsible dog crate. Unfortunately, that was short lived, as I initially noticed upon unboxing the crate, that it was missing rivets where they should have been installed. I let that pass as it did not affect the structural integrity of the crate. Then this morning, two days after receiving the collapsible dog crate the hinge pin that holds the crate together started coming out. Although Impact dog crates is willing to replace my crate, if this had not happened within the first 30 days who knows if this would have been covered. There is all this talk about a Life Time Guarantee which is ***** it is ultimately left up to the agent on the phone to approve or deny that warranty. Dog crates of this cost should compare to Gunner Crates with have a hassle free life time warranty as well as a five star crash rating.Before buying an Impact Crate I highly recommend you do your research and compare Impact Crates to others on the market in a similar price range.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased three crates from this company this year. At the time I did not have a puppy and had no need for a puppy divider for said crates. As I have a puppy coming I went online to order the accessory. The size I purchased - 40 wide and tall - appeared to be replaced with the 40+. I contacted support and was told the dimensions of the kennels were the same, it was just rebranded. Upon receiving the divider, it did not fit the kennel I had ordered. I contacted support, they sent another, again stating it should fit. The 2nd one also didn't fit and also came damaged. Upon further contacting support, I was finally informed they resized the kennels with no communication to their customers. The resize came less than a month after my order. Had they told me at the time or announced limited time to order accessories, I would have been able to do so earlier this year. They now refuse to produce the required part, and I now have over $3k in kennels that are useless to me. Their customer service supervisor ***** whom I spoke with today dictated they can do whatever they want and don't need to tell their customers anything. Buyer beware. I want a refund or replacement for my kennels purchased, or the puppy divider I need sent.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I recieved this stationary pink 40 inch crate from my friend as a gift but my dog too big to fit in crate. Called company but no help for their crate that would fit my dog would cost almost $3000-neighter my friend or I willing to spend that kind of money. They did not offer to pay for return-I had to pay and on top of that, they are going to deduct more money for stocking! So sorry for my friend for she had all good intentions and me, cost me money to send back-this company I feel should not be in business-selfish and no compasion.

*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. ↩