ComplaintsforUrban Northern Inc

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July 2023 I ordered a chicken coup from Urban Northern. From the description on the website we thought the coup was built by Urban Northern and they only had positive reviews on their website.The coup was significantly delayed in shipping & we needed it quickly so we called to cancel the order before it had been shipped. We were told they were having issues with their freight company that they would not pull the order.Once the coup arrived we were very disappointed. The one we received is not very sturdy & not predator proof as described. We started investigating and found the coup was not constructed by Urban Northern at all. Very deceptive.When we called again to resolve the issue the company representative was very rude & let us know we would have to prove there are ************* would send replacement parts only. I am not a builder so disassembling and reassembling was not a viable option.Urban Northern's return policy is also deceptive. When you purchase the product there is not an amount for shipping; in fact, shipping is listed as free. But you are charged a shipping expense that was never disclosed when you attempt to submit for return on top of a 25 percent fee. Very deceptive.The entire experience has been unfair.My attempts to work with this business failed so I disputed the transaction with my bank though I doubt it will be successful.Once Urban Northern received the chargeback they responded claiming they haven't heard from me and threatened to have some "local friends" do a site visit.. I've included screen shots from their website with statements on free shipping and Predator Safe. I've also included the one email from Urban Northern following the chargeback request threatening a site visit by "friends".Additionally included are photo's of the coup and the gaps in construction - not predator safe at all. Easy for snakes to get into the coup and you can see it's held together in part with staples.

  Business response

  12/27/2023

  Hello, 

  This customer has never once emailed us. Which was made known to her via text, she acknowledged this and let us know she would be responding to the email WE sent her. Which she never did. 
  She never communicated what was "wrong" with the coop or provided any photos. 

  Once an order is placed and in process we cannot cancel or pull it, so this information would have been correct. 

  The return policy is clearly stated at checkout. It should be realistic to realize shipping a 200lb item that come in 3 boxes across the country isn't "free" so not sure how the customer would think she should receive free return shipping and no restocking fee for something that was assembled and likely used. I am not sure how that is feasible for ANY business much less a small business. 

  Our website states these are made for us and are either our designs or designs modified by us. They ship directly from us. This is all true. 

  The customer filed what was found to be a fraudlent charge back, and the chargeback was resolved by her bank in our favor. There is not an option to keep and continue to use the coop and get your money back. She texted us and stated she was using the coop. 

  I am happy to send screen shots of the texts where she was made aware that we didn't receive any emails from (she had no email receipts), and the ones where she stated she was using the product. 

   

   

   

  Business response

  12/28/2023

  Also upon reviewing the photos of the "gaps" ************* is simply of the way the nesting box is designed, they are slats of wood and this is shown clearly in the photos on the website. Most nesting boxes are ventilated to provide airflow. The other photo is so close up and not a full photo so it is hard to tell, it could be the way it was assembled, if these are assembled correctly on level ground and squarely gaps are not left. 

  Also we offer "free shipping" when an item is purchased. Not reimburse the our cost of shipping if the item is returned. Nor do we offer to pay for return shipping. The customer attached the photo of "free shipping" this doesn't literally mean businesses do not pay to ship the item (although wouldn't that be nice!) So in the event that a customer returns the item, actual shipping costs are gathered from the shipping company and deducted from the refund as it was a service used. 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a $1200 chicken coop that arrived damaged on 8/14/23. I've left multiple voice mail messages and sent emails describing the damages with pictures. I'd like the damaged parts replaced.

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