Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/16/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some accessories from Impact Crates on June 14th. There was a discount code for free shipping, however the website forced an "expedited shipping fee" of 25$ to the order. I didn't fight it because the delivery date was only a few days away. The delivery date came and went and there was no update to the order. A few days later I emailed the company to inquire and they replied the items were on back order. I replied for them to cancel the order, they wouldn't respond. Ten days later they ship the items, I again ask to return the items and they tell me it will cost 50$ to restock these items. They had almost two weeks to cancel it. Their website lied and they overcharged for shipping. They take almost 7 days to even respond to a customer service email. Most recently they tell me I am signed up for some "onward" thing they are partnered with and tell me to file a claim through them. The "onward" website doesn't allow for any of that. So I email "onward" customer service and have yet to receive a reply. All I want is a paid shipping label and a refund, this is beyond ridiculous and their own self created problem because they are so disorganized.

  

  Business Response

  Date: 07/16/2025

  We sincerely apologize for the experience and frustration this customer has hadits far from the standard we strive to maintain. We understand the delays and communication issues have caused unnecessary inconvenience, and we take full responsibility.
  
  
  As a resolution, we will be issuing a full refund for the order in question. There is no need to return the pad; you are welcome to keep it with our apologies for the trouble caused.
  
  
  Our team will process the refund promptly, and we appreciate the opportunity to make this right.

  Customer Answer

  Date: 07/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a crate with a 30 day return/money back guarantee and have no way to return it. I cannot get a return phone call, a return email or any response via text or chatbot. This crate was very expensive and is too large for me to set up for my dog without the help of another person. The product also came with damage from shipping. I have emailed their support area multiple times and called only to get voicemails with no return calls.

  

  Business Response

  Date: 07/15/2025

  Thank you for bringing this to our attention. Were very sorry to hear about your experience and sincerely apologize for the inconvenience caused. We take full responsibility and are committed to making this right. A member of our team will be reaching out to you shortly to assist with facilitating your return and resolving any outstanding concerns.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a 54 dog crate on 5/6. When it arrived on 5/20 the wrong support rails had been included. The company was relatively quick at responding, even getting back to me on the same day the incorrect ones were received, indicating that the correct rails would be shipped out quickly. It has been two weeks with no update. When I attempted to get any information on expected shipping time they were unable to give me any indication on timing or even if the rails would be sent. The crate is collapsible and unusable without these rails. This is completely unacceptable behavior for an issue that arose from them incorrectly packaging their own product.

  

  Business Response

  Date: 06/04/2025

  We sincerely apologize for the inconvenience and frustration this has caused. This is absolutely not the level of service we aim to provide, especially when the error was on our end.
  
  We understand how important these support rails are to properly use the crate, and we regret the delay in resolving this issue. To make this right, we will be shipping the correct rails today with expedited shipping to ensure they arrive as quickly as possible.
  
  Thank you for your patience, and again, we truly apologize for the trouble this has caused.

  Customer Answer

  Date: 06/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been trying to reach this company for several days now regarding a simple exchange request for a larger size on items from my order (#******). Unfortunately, every method of contact they offer has failed.The phone number they list is non-functional. It prompts callers to leave a voicemail, which Ive done multiple times without receiving any response. Ive also sent several emails that have gone unanswered. Additionally, the chat option on their website appears to be fully automated and offers no access to a real human or live support.I submitted their online exchange form, and while it was accepted, the status has shown as under review for days now with no updates. In the meantime, I have important questions about how to ship the items back. Specifically, I would like to return them in two packages, the same way they were shipped to me, rather than splitting them into four separate shipments as their system currently instructs.This has become incredibly frustrating. Ive done everything on my end to follow the return and exchange process as outlined, yet Im left without support, communication, or a path forward. All I want is a timely exchange for the correct size and clear instructions on how to ship the items back.I am asking the BBB to help me get a response from this company and ensure they honor the return/exchange process in a reasonable timeframe.Desired Resolution:A prompt response from a real customer service representative Clear approval and instructions for my exchange Authorization to return the items using the same two-package method used for the original delivery Assurance that future customers will have access to working communication channels

  

  Business Response

  Date: 05/23/2025

  We sincerely apologize for the frustration and lack of communication youve experiencedthis is not the standard we strive for, and we truly regret the inconvenience its caused. Please know this is not typical of our service, and were taking your feedback seriously. We will be calling you today to personally assist with your exchange request and ensure everything is handled smoothly from here.

• Initial Complaint

  Date:05/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fianc and I recently purchased a dog crate and puppy pad for our upcoming puppy. We received the crate but we have not received the puppy pad which we paid an additional cost for. We both have reached out to the business through several modalities - chat, email, phone, messages, etc, anyway that we can and no one will return or calls. When we call during business hours were never able to speak to a representative. When we do that chat feature it gives a generic were unable to give you more information. We simply want the cost of the puppy pad reimbursed since we have to purchase an alternative since we get the puppy this weekend and have had no contact with impact crate in weeks. We have been trying to reach them for over two weeks now. This is unacceptable considering we paid $700 for the crate itself and were being ghosted by this company.

  

  Business Response

  Date: 05/21/2025

  Thank you for bringing this to our attention, and congratulations on the new puppy! We sincerely apologize for the delay and frustration youve experiencedthats absolutely not the experience we want for any of our customers.
  
  We spoke with your fianc earlier today and have been actively checking into the availability of the puppy pad. It also looks like weve sent responses via email, though its clear from your message that those may not have come through as intended, and were sorry for any confusion thats caused.
  
  Well be calling back today to offer a 50% refund on the puppy pad, and were happy to still ship it out as soon as its available. Alternatively, if youd prefer, we can cancel the pad altogether and issue a full refundwhichever is more helpful for your situation.
  
  We truly appreciate your support and patience, and again, were very sorry for the inconvenience. Please dont hesitate to reach out if theres anything else we can do to make this right.

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23359663
  
  I am rejecting this response because: 

  we have both checked our emails and gave zero correspondence from them. Its highly disappointing that a consumer spends almost 1k and cannot get a response until they file a complaint with the better business bureau. We still have not received a single email from them and yes we checked our junk folder. We do however receive CONSTANT emails about promotions. Its unacceptable 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought the collapsable to use with our ****** who has ******************. We needed a portable one since we take them to adoption events and move them around, so the others were not something we could take with us. We assumed, being made of metal and sturdy, they would work.Unfortunately, the first time our ****** was in it (about 4 weeks after we bought it, since we were waiting for her to return from training), she bent out the sides and broke it by bending all the metal on one side and popping off the bar that goes across. This is with all the locks engaged. This shouldn't even be possible by a 50lb dog. They have no warranty on dog damage for any crate but the top one, that isn't portable in any way. We still assumed the collapsable would be a quality product that a 50lb thin dog wouldn't be able to break in 3 hours. Not for $900. This crate had arrived dented, and they did refund a partial cost vs replacing it, but possibly that damage could have been the issue with it having this issue.

  

  Business Response

  Date: 04/24/2025

  Thank you for your feedback, and were very sorry to hear about your experience. After reviewing our internal ticket system, we were unable to find any direct contact to our support team regarding this specific issue, but we would be more than happy to work with you toward a resolution.
  
  Based on the photos provided, we noticed that the 8 stationary screws appear to still be installed on the rails instead of being moved to secure the front and rear frame of the crate. Its highly unlikely for this type of damage to occur when those screws are correctly installed, along with the airline tabs positioned in the sides of the crate, as both are key structural components that help lock the crate into its strongest form.
  
  That said, we want to make this right. Based on the photos provided, it does not appear that the crate is damagedthough we could be wrong. If there is not damage we feel it would be best if you install the Stationary Screws and continue using the crate. If there is damage, wed be more than happy to send a High Anxiety crate at no cost as a replacement, as its likely a better fit for your fosters needs.
  
  The High Anxiety model is specifically built for dogs with escape tendencies and includes reinforced welds, 4 additional latches, and twice as thick material, offering significantly more resistance than the collapsible crate in high-stress situations. This model does come standard with a Lifetime Dog Damage Guarantee. 
  
  Please let us know if youd like to proceed, we are more than happy to help. 

  Customer Answer

  Date: 04/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The crate is damaged (bent metal on the outside so it cannot be stood up again). I have attached a photo of the damage.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order a collapsible crate from Impact Crate online on Feb 2 / 25 however the crate did not work for my needs. I contacted Impact who immediately offered a partial refund, an exchange or a refund. I chose a refund. I had discarded the large box and was advised that I needed to have it professionally packaged and take photos of the crate, which i thought was fair. The photo showed the crate was not used, professional packaging and I showed the cost to have it packaged (over $100). I was advised that it met the requirements, however later was told that it now did not as i live in ******. After a brief conversation, Impact honored their commitment and sent a shipping label. Some minor delays, but decent to work with thus far. The shipping label was sent by their broker and did not have the required information to clear customs, which caused a delay. I spoke with *** Ex and was able to solve the issue. On March 14th Impact sent an email confirming the crate was recieved and matched to photos and that I would receive a full refund within 7-10 days. It has been 20 days and I have not received my refund. I have sent multiple emails along with a voicemail with no response. Which concerns me as they customer service was excellent at first and now no communication from Impact. This is surprising as Impact prides themselves on their 5 star rating reviews. I hope this is an effective means to resolve the matter as I hope this is a simple oversight and not a true reflective of their service. If so, i will post a review with the emails showing their support, photos, approval, and lack of communication. I can me reached at ************ or *********************** **** *******

  

  Business Response

  Date: 04/03/2025

  We sincerely apologize for the delay in your refund and the lack of communication on our part. We did process the refund when we received the crate, but it appears the transaction failed. We have now resubmitted it and will be monitoring it closely to ensure it is accurately processed this time.
  
  We truly appreciate your patience and understand the frustration this has caused. Please feel free to reach out if you have any further questions.

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 42 collapsible Impact Dog Crates. When it arrived yesterday, the crate was defective and should have never been shipped in this condition. The door latch is broken and wont latch, there is a deep scratch clear to bare metal and 7 of the 8 plastic corner protectors are cracked. I paid $800 for this crate expecting it to arrive in perfect condition. Upon speaking with **** at customer service he offered me 2 options, they would take $150 off the crate or I could have an exchange. I told him I wanted the exchange because I paid $800 I expected the crate to be in perfect condition when it arrived. He sent me a link to start the exchange I discovered they wanted to charge me a $50 fee to ship me another crate for something that I had no control of and not my fault. I am not paying the $50 for shipping, this was their fault not mine. I have emailed several times and called several times since speaking with him with no response. You get an answering machine and no one returns the calls. I have a video of the broken latch but it wont let me upload it. I am also going to dispute the charge with my credit card company until this is resolved.

  

  Business Response

  Date: 04/03/2025

  We sincerely apologize for the experience youve had with your order. It looks like there was an error on our end, both in the condition of the crate that was shipped and in the delay in our responses. Thats completely on us, and we take full responsibility.
  
  We absolutely want to make this right. If youre still willing, wed be happy to send you a brand-new crate at no additional cost. Additionally, there should not be a return feeit sounds like a return may have accidentally been selected instead of an exchange. Well make sure thats corrected so you dont have to worry about any extra charges.
  
  Please let us know how youd like to proceed, and well get this taken care of right away. Again, we truly appreciate your patience and apologize for any frustration this has caused.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23146581
  
  I am rejecting this response because:

  The Company is bow only willing to respond because I filed this complaint with the BBB and also disputed the charge with my credit card company. Their none response to my emails and phone calls speaks volume and also THEM BLOCKING ME ON ********!! What kind of business does that??? I sent them an email and told them after all this I no longer want to do business with Impact Dog Crates and I want a full refund and they can make arrangements to have their crate picked up. I am also afraid if I would agree to an exchange the next crate will be damaged and the whole ordeal will start again. By the way, there was no error on my part. I chose the link for an exchange, not a return as I stated. Please issue a refund and pick up your crate so I can be done with this whole situation.

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

  

  Business Response

  Date: 04/15/2025

  Thank you for following up. Our team actually sent you an email yesterday after seeing the crate is now in transit. Once it arrives back to us, well get your full refund processed right away.
  
  We understand your frustration and truly regret the experience youve had. Well make sure this is resolved as quickly and smoothly as possible.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23146581
  
  I am rejecting this response because:
  The crate has been shipped back on 04/14/25 asking for a full refund. As stated by Impact Dog Crates in emails a Refund of $803.31 will be issued as soon as crate arrives at their warehouse in ID and scanned in. I am waiting on full refund and credit to my credit card.
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order was placed on Feb 21st 2025 for the 54" collapsible kennel. It was do to arrive on February 28th.i called March 1st and March 3rd do to not having a tracking number. The phone call on the first told me they had not even confirmed the order. He said they did but it still says received on the website. Also he said I should receive the tracking number the next day, On the 3rd, she told me that it should be arriving on the 12th but I should have a tracking number in 3-7 days. It is now March 10th. I do not have a tracking number. They are more than willing to charge my card for $3000 but cannot seem to get me my order to my door. I have called 3 times today March 10th and can not get in touch with anyone it is now close of day for them. I don't want my money back I want what I bought. I bought this expecting it on the 28th. When it hasn't arrived I now have nowhere to put my dog. I'm having to take her everywhere with us because what i expected to arrive in a week has not arrived for more than 17 days.

  

  Business Response

  Date: 03/12/2025

  We sincerely apologize for the delay and lack of communication regarding your order. We take full responsibility for not meeting the expected shipping timeline and for the frustration this caused. After speaking with you directly, we ensured your crate was packaged and shipped the same day and provided a partial refund as a gesture of goodwill. We truly appreciate your patience and understanding, and we are committed to improving our processes to prevent this from happening in the future.

  Customer Answer

  Date: 03/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has been extremely persistent on their product working. I have proof my dog was able to escape and tear apart my home as well as harming himself severely. The company refuses to let me return this item as well as their money back guarantee promise.

  

  Business Response

  Date: 01/30/2025

  Were very sorry to hear about your experience and your dogs injuries. Our team has made several attempts to assist with properly assembling your crate, as the photos provided show missing hardware and incorrect installation of the lock washers, which are crucial for the crates structural integrity. To help resolve this, we sent a full hardware kit and our crate training course at no cost, and we also offered video call support to ensure proper setup. Additionally, our risk-free trial began on 1/10/2025, while your order was placed on 12/14/24, making it ineligible.
  
  
  Please keep in mind that our crate is not meant to be an end-all, fix-all solution for ****************** but rather a tool to be used alongside your trainer while helping your dog work through its anxiety. We understand your frustration and regret that we couldnt meet your expectations, but we have made every effort to assist and ensure your crate is assembled correctly for your dogs safety.