ComplaintsforRuffland Kennels

• Initial Complaint

  10/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a dog crate from this business, they do not provide sizing recommendations, and their exchange return policy is misleading as is their shipping cost coverage and return shipping cost coverage. I spent close to $***, and bought custom nameplate and a couple of accessories to go with this item. I received this item and it is the wrong size. The item was also damaged during shipping/it has scratches. When I went to ship this back, I discovered that it's close to $*** for me to ship it back! Looking at their website, and what I paid to ship it here (about **$), made me think that I would be having to pay that same amount to send it back if I had to pay the cost at all! Now, cost to ship means I cannot return this item because I cannot afford the shipping costs associated with it. This was a major purchase for me. I did a lot of research, and read all of the policies and had no idea that if I need to exchange it I wouldn't be able to due shipping cost! There's no retailer in my area that sells a comparable product with any stock or available in my size. Their website offers no sizing guidelines. I'm stuck with almost $*** kennel that I can't use. The entire point of this was to keep my dog safe. I had to dish over more money in order to meet the needs of my pet and keep my pet safe. I had to order another one from them because I've paid for Custom accessories that only fit with their brand. Now I'm stuck with an extra crate I don't want and can't use. I've had to spend an additional $*** to get the correct size so total of almost $****! For that much money it should be very clear that if I make a mistake In sizing it will cost me hundreds of dollars to mail it back to get the correct size! $*** pair of shoes send me back a paid return label if it's the wrong size! Their website is unclear, misleading, and I never would've bought from the company had I known that this was a situation if I needed to return especially since they don't provide sizing recommendatio

  Business response

  12/02/2022

  Business Response /* (1000, 19, 2022/11/21) */ Complainant placed an order with our company on September 6, 2022, which she proceeded to cancel the next day due to stating she ordered the wrong size, she needed something bigger. She was refunded and subsequently placed an order on September 7 for a larger size. This item was shipped out and received by customer on Sept. 27. Customer decided this item was too big for her needs and wanted to exchange it for a smaller size. When we explained the shipping charges that would be associated with sending it back she became irrationally upset, using a string of offensive words in her reply to us. She accused us of not helping her determine sizing, when it states directly on our website and individual kennel pages that we do not recommend sizes as it is impossible for us to know the particulars of someone's pet or situation. However we did offer the best guidance we could. Along with this back and forth exchange we extended multiple **% off coupons as well as corresponding with her on a daily basis beginning Sept. 15th through Oct. 4th.

*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. ↩