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: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.

• Initial Complaint

  Date:01/11/2025

  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 bought two. I already have one so I know how it puts together. After 90 min. trying to put together one of the new ones, something that was promoted to take 60 seconds, it is clear the crate does not fit together; the top slides. I have sent three emails, No response. I go on the website and they want me to pay return shipping for something that is not my fault. I am beyond furious. These are expensive crates. They are not even offering an even exchange. So, I am stuck with a defective crate after spending nearly 1700 plus for two.

  

  Business Response

  Date: 01/12/2025

  We sincerely apologize for your experience and the frustration caused. This is absolutely not the level of quality or service we strive to provide. Please know that were reviewing this immediately to ensure a resolution, including replacing the defective crate and covering all shipping costs. We value your feedback and will do everything we can to make this right.

  Customer Answer

  Date: 01/23/2025

  It is not resolved. The company sent replacements with the same problem. The top is defective and slides. I have asked to return and refund but they have not responded. 

  

  Business Response

  Date: 01/30/2025

  It looks like our team has spoken with you since your rejection and the issue has been resolved. 

  Customer Answer

  Date: 02/10/2025

  The business promised a partial refund in 7 to 10 business days. I have not received it. I emailed twice to the company and have not received any response. 

  

  Business Response

  Date: 02/13/2025

  Im unsure why this is being reopened. We processed the replacement crates and provided a partial refund.

• Initial Complaint

  Date:12/30/2024

  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 had a terrible experience with Impact Dog Crates and feel obligated to warn others about their shady business practices. I ordered two stationary dog crates from them because they were advertised as airline compliant. However, upon receiving the crates, I learned that this claim was false. When I contacted their customer service, they tried to justify the misinformation by saying the stationary crates are no longer compliant due to updated **** regulations. I did my research and found no evidence of IATA updating their requirements for crates. This felt like an excuse to push customers into purchasing their more expensive collapsible crates. When I returned the crates due to their misleading advertising, I was slapped with an outrageous $165 shipping fee. This was despite the return being entirely their fault for providing false information in the first place. The fact that they refused to take responsibility and instead penalized me with exorbitant fees is unacceptable. Its clear that Impact Dog Crates prioritizes profit over honesty and customer satisfaction. Their advertising is deceptive, their fees are predatory, and they show zero accountability when their errors are called out. Furhter email correspondence with them shows that they are adamently refusing to refund back the shipping fee charged to me when I returned the two crates. They also back-tracked on their statement advising that the stationary crates are in fact airline approved. This just confirms that they will use any tactic to bait and switch by having customers purchase the more expensive crate. Despite them admitting their fault, they still refuse to refund the shipping fee.

  

  Business Response

  Date: 01/03/2025

  Thank you for sharing your feedback. I sincerely apologize for any confusion surrounding the **** compliance of our stationary crates and for any frustration this situation may have caused.
  
  When you first reached out, we were carefully reviewing potential updates to airline regulations to ensure our crates continued to meet compliance standards. Since then, **** confirmed that our stationary crates remain fully compliant with **** requirements, as stated on our website.
  
  That said, we always recommend reaching out to your airline directly ahead of time to confirm their specific requirements, as these can sometimes vary. Our goal is to provide accurate and helpful information, and I regret if there was any miscommunication earlier in the process.

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22748139
  
  I am rejecting this response because:

  
  1. They are outright lying saying they were still reviewing compliance during the time I reached out. They advised that I had to buy the collapsible crate in order for it to be used to fly. 

  2. Their website specifically still states that the stationary crates CANNOT be used to fly.

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

  

  Business Response

  Date: 01/30/2025

  We appreciate your feedback and are sorry to hear about your experience. We do want to clarify that we pass the same shipping rate to our customers on returns that we pay ourselves, and due to the larger size of our crates, shipping costs can be higher than standard packages. We strive to be transparent in our policies and always aim to provide the best possible service to our customers.

• Initial Complaint

  Date:12/09/2024

  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 bought a crate and had zero issues putting it together as described in other complaints. My dog simply does not like it wont go near it and the one time I got her in it she went crazy. I chose to just return the crate to get at least some of my money. The pad ordered with the crate was destroyed with in ************************************************************* describe it with. I took the crate back apart returned the crate to its original packaging and called to start a return. Impact customer service wanted pictures of the crate Im not willing to take all the packaging apart to take pictures. Now Im waiting for a call back from their return team cause they cant transfer a phone call. What should be a fairly simple process is becoming a daunting task. That is going to involve waiting all day to get done. I just want to get a refund and give them their product back.

  

  Business Response

  Date: 12/10/2024

  Thank you for sharing your feedback.

  I see that you ordered our High Anxiety crate. Please keep in mind that this crate is not meant to be an all-in-one solution but rather a tool to use alongside a trainer while working on your dogs anxiety. I imagine this may not be the first crate your dog was unwilling to use or perhaps has escaped from others, which likely prompted you to try ours.

  Im sorry to hear it wasnt a good fit and that we werent able to assist you before you disassembled it.

   I have notified our returns team to accept the photo you sent in.

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

• Initial Complaint

  Date:12/01/2024

  Type:Delivery 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 signed up for VIP additional 5% and free item with ***** purchase deal for Black Friday, deal advertised item would be added to my cart at checkout with any crate purchase. I didnt physically see anything in my cart at checkout and thought it odd but checked out. Next day I got email about offer with more instructions. I immediately reached out to company to rectify and while the apologized that the deal was confusing, they told me since my order was confirmed they would not retroactively add discount I signed up for and that free items had limited stock even though the deal was still actively being advertised as still ongoing. The crate cost over $1000 and this didnt feel like good customer service so I checked tracking and item is still in their warehouse so I asked to cancel order and get a refund. They are refusing to cancel because order is already confirmed which happens automatically and are telling me I need to wait to have item shipped out to me then I have to pay to have item shipped back to them to get my refund. The item is in their warehouse and has not been picked up. I do not want item shipped to me and Im asking for refund. Alternatively I asked if they refuse not to ship out order if they would pay for return shipping as Im clearly asking in time for them not to ship item that is physically with them and their reply is it wouldnt be fair to other customers . I just want a full refund, I do not want to pay for shipping on an item they still have to get one either.

  

  Business Response

  Date: 12/02/2024

  We apologize for the confusion regarding this matter. Ive reviewed your ticket and wanted to share some information with you. Over the holiday weekend, we had *** scheduled to pick up trailers due to the high volume of sales. If *** initially indicated that they did not yet have possession of your package, its likely because it simply hadnt been scanned in yet. However, I was able to check your tracking, and it shows that *** did have the package as of Sunday. It left our facility Saturday and was in their possession by Sunday. The tracking indicates it should arrive at your home by Thursday.
  
  Weve been loading trailers multiple times a day to ensure packages leave as quickly as possible. In cases where a full semi-trailer is loaded, packages on the trailer cannot be accessed once the trailer is sealed and ready for shipment.
  
  Ive also asked our team to proceed with the refund you requested, as well as to provide the free item as a gesture of goodwill. I sincerely apologize for the inconvenience and hope this resolves the issue. We greatly appreciate your business and understanding.

• Initial Complaint

  Date:11/16/2024

  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.

  On 10/29/2024 I initiated a purchase of a crate from Impact for my Great Dane. I purchased this crate mainly due to the color (white), and the guaranteed shipping time of 24 hours. The total value of the purchase was approximately $2,700. The following day I received an email stating that my order was on hold due to it being their only 3XL size that was fine. I confirmed the sizing and assumed that it would be shipped. On 11/4 I still had not received a shipping notice or timeline, so I called the business and was informed that this particular crate takes 7 days to ship (not listed on their website or disclosed during purchase.) Irritated, but still patient I waited. On 11/8, which was 8 days into waiting, I called again and was informed the crate is still being built because white takes longer. At this point I am seething with anger over being led on. I tell the gentleman on the phone to cancel my order and process a refund of the $2700. He does so and says I will receive a confirmation email. 11/11 comes and I had not received this confirmation so I email their support and the refund is confirmed and I am told it would take 7-10 days (WAY ABOVE INDUSTRY AVERAGE) especially as I used a debit card and bank with Chime, which does not hold deposits. It is now the 11/16, 8 days after I cancelled my order and I have not had my money returned. I strongly advise against purchasing from Impact as they mislead and lie about shipping, quality, and withhold money from customers. There are several quality options at a better price that have better customer support. If I do not receive my refund by EOD 11/18, I will have no choice but to pursue legal remedies as I am out $2,700 with nothing to show for it.

  

  Business Response

  Date: 11/18/2024

  Hello,
  
  
  I have reviewed your ticket and see that we were indeed late with your order. Ive attached a screenshot showing where we specify our lead times, including for the 54 size. That said, we were still late, and I sincerely apologize.
  
  Weve recently experienced an unexpected increase in demand for this specific size, which took longer to manage than anticipated. I also reviewed the refund for your order, and it has been fully processed on our end. If this does not appear in your account, I recommend checking with your bank, as weve completed all necessary actions on our side.
  
  Once again, I apologize for the delay and hope to have the opportunity to serve you again in the future. Wishing you a wonderful upcoming holiday season.
  
  Best regards,
  ****** ******

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22566530
  
  I am rejecting this response because:
  Thank you for your response and your apology but I am not accepting to close this issue because as a business, Impact is intentionally misleading consumers by blankly promising 24-hour processing, and not allowing customers to leave legitimate reviews of the services and products that Impact offers. The Impact website claims over 7k 5-star reviews, however as a customer, you are unable to leave feedback or reviews anywhere on the company website or ******. When a consumer views Yelp or BBB the rating is subpar at best (2.0-2.2 rating.) This is incredibly misleading and takes advantage of consumers and would lead the average person to understand Impact is falsely presenting its reviews. (This is illegal under Deceptive Advertising laws as well as under the *** and classified as manipulation of online reviews.) ****** and ****** also have policies against this practice that would either ban Impact from the platform or remove them from search results, both with a Zero Tolerance Policy. There are also instances where Impact deletes comments on social media (Tik Tok & Instagram) that are not positive to the business. In addition, Impact has called/emaile customers who posted negative feedback on these platforms to ask them to remove it to retain a false integrity and brand reputation. 

  Lastly, I received a notification at 3:22pm on 11/16 that the order was changed from Awaiting Shipping to Cancelled. This is 8 days after I called to cancel the order. This practice is simply unethical. Also, on the ***************************** the confirmation/review of the purchase that 7+ days is the estimated shipping time, not simply listed as an exclusion to Impacts marketing which leaves customers in the dark. 

  I await your response and dearly hope that Impact can either be truthful moving forward, or practice operational efficiency that allows it to fulfill the blind promises it is currently making via website and social media.

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

• Initial Complaint

  Date:11/08/2024

  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 have purchased two impact crates, one being 3 years old in perfect condition and one being 2 years old which Ive had problems with from the start. My second impact crate the gray paint has completely warn off the bottom of the crate and gets all over my dog and has stained my floor from his paws, I contacted impact about this issue since it wasnt long after owning the crate and my other one never did that nor have my friends impact crates. They told me to get a horse stall mat to put in there, so after spending $900 Id need to spend more money. Well now the bottom of my crate has two holes in it and Im worried my dog will cut himself on the metal, again all impact told me was buy a horse stall mat as the collapsible crate isnt covered by dog damage or would give me 40% off an anxiety crate which is their sale they are offering not even something they are offering to help me. My dog is not destructive in his crate at all, he is very chill and lays down while Im gone and hes in there. Impacts customer service has been HORRIBLE and when I voiced how Im not happy with how this crate is supposed to be top of the line and is now falling apart they said we understand where youre coming from and rest assured your feedback will be taken as an opportunity improvement. Again avoiding my complaint and now I need to spend more money on a a crate that wont fall apart after spending almost a grand on this **** crate that should have lasted.

  

  Business Response

  Date: 11/11/2024

  Hello Kaylee, I have reviewed your ticket. I apologize for the internal miss understanding. Someone from our team will be reach out shortly to send you a replacement crate at no cost. 

• Initial Complaint

  Date:05/30/2024

  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 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

  Date: 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

  Date:05/30/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:05/29/2024

  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.

  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

  Date: 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.