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:04/27/2023

  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.

  The product is great. The lying is not. The website says 7 to 10 days to get the crate. Nope 8 weeks at the earliest. The rest of the complaints are correct. I ordered my crates in January. After 10 days passed I started emailing and calling. But the only answer I got was that it was still in production. Still in production. Still in production. If they had told me that it would take 2 months I would have been ok with that but they are purposely leading people on with the 7 to 10 days when they know that it will take 8 weeks and that is wrong.

  

  Business Response

  Date: 02/13/2025

  We appreciate your feedback and sincerely apologize for the delays and communication issues you experienced. Early 2023 presented unexpected challenges, leading to longer production times than advertised. We understand how frustrating it must have been to experience repeated delays. Since then, **** updated our shipping estimates and operations, and were proud to now ship all orders within 24 hours.

• Initial Complaint

  Date:04/23/2023

  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.

  Much like every complaint against this business, I ordered a crate and have been waiting for six weeks. The reason for the delayed is they are over whelmed with orders. Now, I have been told it has been shipped however, the shipper is indicating they have not received the order.

  

  Business Response

  Date: 02/13/2025

  We sincerely apologize for the frustration caused by the delay with your order. While high demand in early 2023 did impact our production and shipping timelines, weve taken significant steps to improve our processes and communication. 

• Initial Complaint

  Date:04/18/2023

  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.

  ***** was ordered December 10 arrived December 31, very late from the 1-3 days. Arrived and rivets were missing making it unusable gave us some minuscule amount off. Sent a rivet gun and rivets to complete the crate took a couple of weeks to get those. Got pretty dismayed when I researched them. Nothing but complaint after complaint of them not sticking to shipping in 1-3 days as they advertise. Filed a complaint with the ags office which didnt help, they closed it, company wrote back saying they gave ** money off. The letter impact wrote back wasnt to just me somebody else complained too. Im concerned that they are false advertising, and continue to do so as my order was in December of 2022 and multiple complaints have followed including after I filed an ag complaint. Never complained on a company before but this has been the worst purchase experience I have ever had.

  

  Business Response

  Date: 02/13/2025

  Thank you for your feedback and for taking the time to detail your experience. Im sorry that your order from December 2022 did not meet the promised shipping timeframe and that it arrived incomplete, causing further delays and frustration. Since then, weve taken steps to improve our shipping accuracy and ensure that parts are quality-checked before delivery. Our goal is to avoid situations like yours entirely and offer timely, transparent communication.
  
  
  Were also committed to more accurate advertising of shipping estimates and package inclusions to avoid setting unrealistic expectations. Your experience and feedback are invaluable in holding us accountable and helping us improve. Thank you again for your patience and persistence.

• Initial Complaint

  Date:04/18/2023

  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.

  A vinyl pad was on back order which is why it was never sent out although they do have those back in stock. They canceled that order for the pad as you would have had to send that pad back to us with the collapsible crate so regardless you would not have had the pad with your new exchange crate. We do not mean to be rude or mean in any shape or form although with a ***************** which we honored the high anxiety crate you requested to go into does not come with a free crate pad.The main thing is we spent on 3/31/23 $843.51 USD for a collapsible dog crate and than we had to send it back we were charged another on 4/17/23 $361.56 USD to upgrade to another Anxiety dog crate in total we have spent just shy of $1,200 plus tax on a new crate that won't ship on time or with a vinyl mat. We asking Impact Dog crates to make this whole and ship on time and provide a vinyl mat. They have threatened 20%. percent restocking fees and shipping fees of the first order haven't been up front with their services.

  

  Business Response

  Date: 02/13/2025

  Thank you for your patience in detailing your experience. I sincerely apologize for the multiple frustrations caused by delays, unclear communication, and incomplete shipments. Since March 2023, weve taken significant steps to improve our order and fulfillment processes, ensuring shipping accuracy and prompt delivery. Weve also removed any ambiguity around product availability and package inclusions to prevent confusion, like what happened with the vinyl pad.
  
  
  To clarify, restocking fees and shipping policies have been updated for better transparency, and were committed to making things right when our customers face challenges. Your feedback is extremely valuable in holding us accountable and driving ongoing improvements. Thank you again for bringing this to our attention.

• Initial Complaint

  Date:04/11/2023

  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.

  I purchased an anxiety crate Order #***** from Impact Dog Crates online for $1,283.13 on 3/06/23. My intentions were to use this crate to fly my dog internationally, that evening I realized the crate did not meet IATA compliance and on their website they advertised the "Stationary" or "Collapsible" crates that did. I contacted via voicemail and email 3/06 to modify my order to the Stationary crate that comes with an IATA Door guard and vinyl pad. They corresponded via email 3/07 to confirm this revision and refunded me $122.98 on 3/08 for the adjustment. I followed up 3/13 to inquire about the shipping as I had not received any notifications and expressed the urgency of needing this crate ASAP. The Support team on 3/13 relayed that there is a delay and gave me the option to pay an additional $1500.00 to expediate the shipping, to which I denied and asked for an **** They replied with "As I've checked, your order is still in production. I do apologize that we haven't met the shipping timeframe on our website, as we have had an overwhelming amount of orders recently with our huge sale. We are still playing some catch-up & this put us back a bit but we have a team working 7-days a week & all the way until 1 am." I waited until 3/24 and inquired again for an ETA or a refund, they said there is still no ETA but the internal team should be finished by the end of the week and gave me a partial refund of $139.90 on 3/28. I confirmed I would wait until the end of the week. Followed up 4/06 re-expressing the urgency, 4/07 they noted it was in final stages of production and should be shipped by ***. I contacted Monday evening on 4/10 expressing my frustration that their website/order form altered the stationary crate and I'm not sure it's IATA compliant and there was still no shipping notification. I demanded a legit answer or a full refund. 4/11 they said someone will follow up in ***** hrs. I feel like this is fraud, I am requesting $1,020.25 as the full refund owed.

  

  Business Response

  Date: 02/13/2025

  Thank you for sharing your detailed experience. We deeply apologize for the delays, miscommunication, and the frustration caused. Since March 2023, weve taken serious measures to prevent these types of issues, including improved quality control, real-time inventory updates, and the introduction of a 24-hour shipping guarantee.
  
  We understand how critical your situation was, and were truly sorry for the inconvenience caused. Your feedback is essential in helping us improve, and were committed to delivering a seamless experience moving forward.

• Initial Complaint

  Date:04/04/2023

  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 march 21, 2023 Crate delivered with missing parts. Contacted and took a week to get solution resolved. From there my dog got injured in crate. Requested solution was not offered one. Contacted 3 days later requesting refund. Was told they would contact me that day took days and was not offered refund. I contacted them again and finally was offered a refund but was told I have to pay for the faulty equipment. I want a refund and not have to pay for the faulty equipment or the shipping. ***** is my order number

  

  Business Response

  Date: 02/13/2025

  Thank you for your feedback, and were sorry to hear about your experience. Since March 2023, **** taken significant steps to improve product quality checks and customer support response times. We now ensure all crates are shipped with complete parts and have implemented a 24-hour shipping guarantee. Additionally, **** introduced a 30-day risk-free trial to give customers more confidence in their purchase. We sincerely regret the inconvenience caused and are committed to ensuring our customers satisfaction.

• Initial Complaint

  Date:04/03/2023

  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.

  Placed an order for a crate on 3/5/23, shipping time per their FAQ stated **** days. Emailed on 3/12/23 requesting shipment status, was told they were behind and couldn't get a ship date. Emailed again on 3/18/23, same response. I then replied making it clear that I was looking for an estimated ship date, it didn't have to be exact. Impact replied on 3/21/23 that it would ship within the week and offered a 10% discount. Emailed them on 3/31/23 reminding them they had said it would ship last week and requesting an updated status. They replied on 4/1/23 with the same copy/paste response from my FIRST email, stating they were behind and couldn't tell me. I then replied to cancel and refund my order. No response as of 4/3/23 (the date of this complaint). We've now wasted a month trying to get a crate for our dog, all because of an inability for a company to honestly communicate with their customers. What a shame.

  

  Business Response

  Date: 02/13/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the frustration caused by our delays and lack of clear communication. Since your experience, **** made major improvements to our operations, including expanding production capacity and enhancing our customer support team. To better serve our customers, we now ship all orders within 24 hours and provide more consistent updates throughout the process. We regret the inconvenience caused and appreciate your patience.

• Initial Complaint

  Date:03/12/2023

  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 placed an order for a crate on 23Feb2023 with "1-3 day guaranteed shipping". Today is 12Mar2023 and my order still has not shipped. I have reached out to the company and on 03Mar i was told "your order is still in production. I do apologize if we haven't met the shipping timeframe on our website, as we have had an overwhelming amount of orders recently with our huge sale. We are still playing some catch-up & this put us back a bit but we have a team working 7-days a week & all the way until 1 am to get caught up on these orders to get them out." I waited over a week and then called and after numerous times calling and being told the only individual that could possibly update me was busy "in a meeting" I finally told them it was ******** and I wanted to speak to the guy right then. At that moment I was transferred to him and he informed me my order was still processing and would ship by Friday, which would have been the 10th. It still did not ship. I wholeheartedly believe this "business" is actually a scam and they will never deliver on their products when you order. I have read through other complaints and I am nowhere near the only person with these issues. There is absolutely no excuse for an order to take almost a month, or even longer, to ship when the advertised time on the website is 1-3 days. It is absolutely unacceptable. This "business" needs to be shut down. I will be filing complaints with the *********** Attorney General and the **** as well.

  

  Business Response

  Date: 02/13/2025

  Thank you for your honest feedback. We sincerely apologize for the shipping delays and poor communication you encountered. Your experience was far from what we strive to provide. Since March 2023, **** significantly improved our production capacity, fulfillment process, and customer support to prevent these delays. We now ship all orders within 24 hours to ensure a faster and more reliable experience.

• Initial Complaint

  Date:03/10/2023

  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 ordered a specialty dog crate from the company on 2/12/23. Their site states that the crate will be produced in 1-3 days and shipping time is **** days. The company confirmed when I contacted them on 2/22/23 to see if it had been shipped and receive tracking information that it had not even been put into production yet and that they had no idea when it would be produced. I have since found another solution for my dog and have asked several times for the order to be cancelled and my purchase price of $1768.40 to be refunded to me. When calling their number it rolls to a voicemail and they do not return calls. When I use their live chat option I am told that they can not do anything and a specialist will reach out to me soon, which also never happens. I am loosing faith that this will be made right and my money will be returned to me by this company that has not produced or fulfilled the order.

  

  Business Response

  Date: 02/13/2025

  Thank you for your feedback, and we sincerely apologize for the delay and the poor communication you experienced. We understand how frustrating this must have been. Since early 2023, **** implemented significant improvements to our production timelines, customer service response, and refund processes to ensure timely resolutions and better communication. We appreciate your patience and understanding as weve worked to enhance the overall experience.

• Initial Complaint

  Date:02/25/2023

  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 placed an order with this company through their website. All the parts I ordered were sold as in stock, and I confirmed it online via the chat tool they have available for customer service. After taking nearly 3 weeks to fulfill my order, I only get the dog crate and none of the accessories. I needed a puppy divider so that I could use it, without that the grade was unusable. I was then told that the accessories are out of stock for an indefinite period of time, but they will place me on a priority list. I was later told that the item was in stock and was going to be shipped the next day, and subsequently received another email saying that again, they were definitely out of supply. I submitted a negative review on several of their social media channels, and they probably blocked me from posting after they deleted my comments. I finally canceled the puppy divider accessory order because I could get no firm commitment from them when they would ship it. I would not have made the purchase. Had I known that the important items I needed, were not in stock. The company refused to take back the other parts. They left me with an incomplete purchase that I had to build my own puppy divider for to make it usable.

  

  Business Response

  Date: 02/13/2025

  Thank you for your feedback, and we sincerely apologize for the issues you experienced with your order and communication regarding accessory availability. We understand how frustrating and inconvenient this must have been. Since early 2023, **** made significant improvements to our inventory management and customer communication to prevent situations like this. We appreciate your patience and understanding as we continue to enhance our processes.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 19498714
  
  I am rejecting this response because: While I appreciate the sentiment in their response, I have no confidence that its an attempt to do anything except cleanup their BBB record. Two years after my original complaint, they finally respond?  
  

  During my interaction with them, they threatened to cancel my order after it was partially filled, and then stopped responding to my inquiries. I really needed the divider in the crate and wound up having to purchase a third-party option because of their non-response. I also had to challenge the charge on my credit card because of their non-response. So, good luck with your inventory improvements, your real improvement needs to be with how you handle customers.

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

  Customer Answer

  Date: 02/20/2025

  To clarify, I only received part of my order. I have moved on from this company and resolved that I won't ever receive the missing items. For them to respond to my complain 2+ years after the fact is a testament to their lack of customer focus and inability to fulfill customer orders.