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Complaint Details
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Initial Complaint
05/17/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On December 5, 2023, I purchased a custom dog crate from this company on their Etsy shop site to be delivered in 8-10 weeks. I paid over $2000. In January, they sent me a bottle of cleaning solution. They let me know ahead of time that the tracking number was for the cleaner and not the crate and I contacted Etsy Support at that time to make sure it was on the record that it was not the crate that was shipped. I have those messages still. After 10 weeks, I asked about delivery. The seller said it was delayed a few weeks. In March, I asked again and the seller said it was expected in early April. In mid-April, I asked again, and he said it would be the next week. The next week, I asked and he said he would assemble it the next day and the driver would pick it up that weekend and deliver the next week. I asked again the next week and never heard from him again. I filed a claim with ****** and they said he responded that he shipped it in January and gave them the tracking number from the cleaner. I provided PayPal with all messages showing he never sent the crate. I also plan to file complaints with all law enforcement agencies that have jurisdiction.Customer response
05/20/2024
I just wanted to add that the refund should go through PayPal as that claim is ongoing. He just needs to tell the them the truth that he didnt ship the crate.Customer response
06/15/2024
I also filed a claim with ****** and they ruled in my favor and refunded my purchase after investigating the claim.Initial Complaint
12/22/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased a custom dog crate $3129.25 from company on 8/14/23 w/ an estimated shipping date for 6 wks. crate involved having to ship hinges & metal insert to seller. Hinges (4) 20" Accuride pro slide pocket door hinges. (4) metal door inserts. The total cost of materials supplied $657.68. I shipped them on 8/15.On 9/16 I contacted seller to see if delivery was going to happen for the 6 wk ***** I was told that following wkend he would deliver. I reached out again. this time he said he was unable to complete the project & forgot to contact me. I emailed him on Sept 23 asking for a time frame. I heard nothing. Emailed 9/29. Nothing, emailed 10/1 heard back & said he would finish it when he returned from vacation. 10/10 emailed for an estimated time. Nothing. another email Oct 13 & returned w/ a scheduled pick up for next week. Oct 18 emailed asking about details for shipping w/no reply. Oct 19 emailed nothing, emailed 10/21 @ 8:28 AM. I received a returned email 10/21 at 8:29 am. I was told ****** was supposed to pick it up, & he would know more then. 10/22 I received an email for me to call him. I was told the driver got into an accident in ******* would have to pick it up in PA & figure out another shipping method. I was told he would call me the following day with an update. I did not get one. emailed October 24 & said he was on his way to pick up the crate in PA. October 25 emailed asking when I should know more w/ a response of he put a bid out to another driver. Needless to say, Emails went back & forth many no response. Was told someone picked the product up for shipping then a week or so went by nothing. Then I got a message the driver couldn't deliver and he would figure out another way. I've been waiting since 11/21 for a plan. Finally, requested for my money back on 12/20 as well as my hardware to be returned. I'm waiting for my refund which he says he did. He has not returned my materials nor refunded me for them nor replaced themInitial Complaint
08/19/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
We ordered a double dog crate on Dec 9, 2021 & were told that it would be ready Jan 7, 2022, I text the night before to make sure we were still on & were told that he was running behind because he had covid & it wasnt ready which no one bothered to text/email us. Never heard back about when it would be ready & kept having to text. Found out Jan 13 that he would be out for ************** show til the end of Jan. ***** hadnt heard anything by the first of Feb. so again I text & on feb 6 he said he had JUST started our crate that we paid for 2 months prior! Finally picked up our crate on Feb 13 & when we got it home we noticed it wasnt the size we ordered, the bars werent even screwed in all the **** ******* were gaps. It looked rushed & not at all quality of a $1000 crate. When he finally got back to us he told us hed make the right size bars and come fix it. We never heard back until I had to text again on Mar. 2 and this time the backboard was coming completely off the back, which based on his FB reviews is a common problem. I asked for a new crate made the size we asked for, with bars the right size so they would s**** all the way in, the frame w/out gaps, etc. He agreed to make a new crate which he brought to us on March 13. About a month or so later the whole backboard came off the new one & my husband had to fix it. We also noticed that the divider was not removable like we discussed because I wanted to make sure they had enough room in case each separate crate just wasnt enough. Now there is a crack going down 1 whole side of the bottom of 1 crate which is extremely unsafe for our 10 month old pups because there is barely any support even though we told him the breed which can reach 140lbs. Now he wont even respond. This has been an absolute *************** we have to scramble to find a temp crate til we can figure something out with this $1K rushed piece of c*** we were scammed with, because its not safe to put him in it. The crate is only 5 mths old!
Business response
09/20/2022
As a small business owner making handmade items, Country Woodworking and Art strives to work closely with every customer. While I feel not all things listed in the complaint is completely accurate, I do acknowledge that there were things with this order that was not done to the standard and which they should have been. On August 18, 2022 I was contacted by the customer expressing her concerns. On August 20, 2022 I went to the customers home and corrected all issues that were reported. Not only was it corrected for the customers order, but it was added to the building process for future orders as well. At the time of leaving the customers home on August 20, 2022, the customer stated she was happy with the item.
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