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:05/16/2025

  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 purchased a chicken coop from urban Northern coops this chicken coop was broken in many ways missing trim, peeling roof walls that were cracked and I was offered no solution from the company except for anoffer to send out a couple trim pieces. Three months later with no resolve this Coupe is still unusable. When I pass the credit card company to consider disputing this charge as the Coupe came very broken urban Northern reached out to me by email threatening me that if I do not pull back on asking for a refund, they will send a claim to collections on my behalf and threatened to charge me for all the fees related to this.

  Business Response

  Date: 05/27/2025

  We have spoke with the customer over the phone and email and agreed to work out by providing all new roof panels for her Coop. Along with front and rear panels to the house.  These were extremely fact, well multiple times to ensure they survive the hands of ****  A this week.

  Customer Answer

  Date: 05/27/2025

   
  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:05/09/2025

  Type:Customer Service 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 am extremely dissatisfied with the chicken coop I received. Upon arrival and assembly, it became clear that the coop is poorly manufactured and arrived damaged. The wood is cracked and splintered, the entire structure is warped, and the cleaning tray does not fit due to the frame being uneven.Despite this, your customer service has informed me that I am responsible for return shippingan unreasonable policy given the product was delivered defective. After further research, *** discovered numerous similar complaints online and have learned that your company has reportedly changed names to escape negative reviews. This is highly concerning and points to a pattern of deceptive and fraudulent business practices.I request a full refund and a prepaid return label due to the defective nature of the product. If this issue is not resolved promptly, I will escalate the matter by filing complaints with, my payment provider, and consumer protection agencies ***, along with filing a Police report for fraud.

  Business Response

  Date: 05/19/2025

  These are brand new and customer sent photo's of product and it looked perfect after assembly.  They just didn't like it and couldn't be pleased in any way. 
  The only damage was trim to the roof trim which replacement part was shipped right away. Customer claimed warped panel but they have the bottom of the panels pushed in.  For measurements they need to measure overall dimensions! that is the furthest point of any point top to bottom. We state this on the website the weight and dimension and that it is overall. We have sold over ****** coops and just sometimes someone has a different idea in their head of what they are expecting.  We offered refund and to pay to ship it back but the customer just wanted to continue to complain everywhere possible. Why not just return it? Customers cant have a free product as they also filed a chargeback.

• Initial Complaint

  Date:08/31/2024

  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.

  This coop was purchased in April 2024, it was delivered on 4/22/24 with damaged parts. We assembled it on 5/10. Immediately wood started splitting. We attempted to make adjustments but it continued to get worse. We contacted Urban Northern on 5/17/24 that we were not happy with the quality and their response was that they do not pay for return shipping so that would be on us, as well as a 25% restocking fee. Being that the coop was already assembled and we would be out more money to ship back we kept the coop. On 8/3/24 my daughter and I went to retrieve eggs and the nesting box fell off the coop completely, totally exposing the right wall to the outdoors and allowing all of our chickens to escape. We had to call a contractor to come fix the **** so we could keep our chickens safe that night after having to retrieve them all in the *****. After paying $999 dollars you would expect to have your product last years, not a mere couple of months. We are seeking reimbursement of the coop at the bare minimum, if not contractor fees and additional lumber & supplies to fix their error.

  Business Response

  Date: 09/01/2024

  We havent heard from this customer since 05/28/2024 when replacement parts were shipped and delivered Your shipment.
  1ZGE51680311388167
  
  
    Delivered On
  Thursday, June 06 at 5:20 P.M. at Other

   

  Customer has not reached out since then!

   

  From the photo's it is hard to tell what happened? 

  Please reach out to us directly on what is needed.  Parts are always free when needed.

   

  Bill

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22223115
  
  I am rejecting this response because:
  
  I reached out to the the business, Urban Northern, as they requested that I do so and I have yet to hear back from them. We are going on 4 months of this coop at $999.99 and it is falling apart. We live in *********** and it will not make it through the winter as its already damaged and extremely poor condition: they need to make this right! 
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22223115
  
  I am rejecting this response because:
  
  I reached out to the the business, Urban Northern, as they requested that I do so and I have yet to hear back from them. We are going on 4 months of this coop at $999.99 and it is falling apart. We live in *********** and it will not make it through the winter as its already damaged and extremely poor condition: they need to make this right! 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 09/13/2024

  We reached out 9/7 responding to your email. We have not heard back from you. You may want to check your emails!! 

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22223115
  
  I am rejecting this response because:

  This is my response to the company: It boggles my mind that I tell you that my coop is falling apart and your offer is to send pieces so I have to rebuild it myself and replace it with further junk. My coop didnt make it through SUMMER. It is not going to make it through a NORTHEAST WINTER. The only thing that will suffice is a refund of this product. It is utter junk. Or send me a coop that is made of real wood, as advertised, instead of paper thin partical board. 
  

  You want to tell me to check my emails!! Why dont you check your craftsmanship and materials and make a quality product, as you advertise. 

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

  Business Response

  Date: 09/18/2024

    no point to email us through this.  We have been emailing directly

• Initial Complaint

  Date:12/27/2023

  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.

  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

  Date: 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

  Date: 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

  Date:09/11/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 $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.