Review Time
Complete lack of integrity
I placed my order for a 'luxury crate' over a year ago, when my puppy was just born, even before bringing her home. Now, after celebrating her first birthday, I still have not received the crate. Dealing with this company has been a huge mistake. The representative, who presents herself as a trustworthy entrepreneur, does not answer calls or return messages. After enduring endless frustration, delays, and non-delivery, I requested a refund of approximately $1000 that was paid a year ago. It has been about four months since then, with numerous calls and texts, and I still have not received my refund. I strongly advise against engaging with this company. The review I came across that mirrored my experience was from another customer, who detailed a similar situation. ⤵️
After waiting 8 months for the delivery of my dog kennel, my order was canceled because I left a negative review about the process. The representative specifically mentioned that orders are canceled if there are bad reviews and asked me to modify my feedback. I changed my rating from 1 star to 3 stars, adding positive comments, but it was still not sufficient. Communication has been minimal, and she only returned calls after I posted the negative review. She claimed there were supply chain issues and had to let go of her previous vendor due to their inability to meet demand. Even so, it would take another 4-5 months to receive my kennel. It’s clear why only positive reviews appear on her site; critical feedback seems to be removed. I am deeply disappointed not only in the service but also in the integrity of the business. I would strongly recommend avoiding a company that operates this way. EDIT: I saved the message in which the representative asked me to take down my honest review and threatened to cancel my order if I didn’t comply. I am willing to share it with anyone interested. Additionally, your portrayal of our communication is misleading. I was polite and understanding during our discussions, and your eloquent words do not change the fact that you lack integrity if you resort to dishonesty instead of taking responsibility.
Ordered this crate December 26, 2024. Was told shipping timeframe would be February. Checked in March, told it would be shipped in April. Was told several months in a row that it would be shipped next week. Finally in May was given shipping info from UPS. Spent a month waiting. UPS reported that the item was never given to them. Asked for status update late June. Canned response and told they’d get back to me. But they never did! Finally had to dispute charges with the credit card company, 6 months after placing the order and being given countless excuses and runaround. Sad.
I placed an order for a premium dog crate with BoulderBarks in November 2024, paying them $600 in full upfront. As of June 2025—a full 7 months later(!)—I have received absolutely nothing: no product, no reliable updates, and most disturbingly, abysmal treatment from their so-called “customer service” rep, Emily, who pretends to be merely a customer service agent, but is actually the owner of the company.“Boulder Barks, a Colorado-based e-commerce store specializing in pet supplies, is owned and operated by Emily Diane Mitchell. She founded the company with the goal of providing high-quality pet products and a positive shopping experience for dog lovers, according to ceds finance.”While early communications were polite, they quickly devolved into a pattern of neglect, evasiveness, broken promises, and toral disrespect—including dismissive remarks and name-calling. The owner of the company, Emily, *repeatedly* stated that my crate was ‘nearly finished’, giving me new shipping timelines each month: February, then March, then April, then May. The latest promise was that it would ship the week of May 19. It never shipped. Worse, there was zero follow-up, apology, or even acknowledgment of the missed deadlines.Each time I followed up, I was met with vague excuses or silence. Eventually, Emily warned me that asking questions would move my order “further down the queue”—an appalling and manipulative threat to someone who had already paid for a very expensive dog crate and waited stupidly in good faith for months. She seemed to delight in punishing me simply for asking for what I paid for. I felt bullied, gaslit, and entirely taken advantage of. As 6/6/25, she's still doing this.To make matters worse, “Emily the customer service rep”, was all the while hiding behind a fake persona to create the illusion of a fully staffed company. Based on the tone, lack of escalation options, and consistently evasive behavior, I don’t believe there is a customer service “team” at all—just one dishonest, unprofessional individual running the entire operation, signaling a fraudulent and dishonest, shady business.BoulderBarks's business model seems clear: take full payment upfront, delay endlessly, then turn hostile the moment you demand accountability. I now believe they fulfill a small number of orders just to maintain the appearance of legitimacy while the rest of us are strung along indefinitely.You can't place a review on their website unless you are a verified customer who places an order, but they prioritize canceling your order if you ask for reasonable timeline updates, or try ask *any* questions.I’ve reported this transaction to PayPal and my bank and filed a formal complaint with the Better Business Bureau. I urge anyone considering BoulderBarks to RUN! Look elsewhere. There are plenty of other high-quality crates out there, from professionals who will be happy to serve you. This owner has absolutely no idea what she is doing, or how to treat people, let alone attract and retain customers. The company is grossly incompetent and appears to be actively fraudulent. It’s a risk you shouldn't take.*Update* 6/6 the owner Emily immediately responded with a fabricated story (edited after I responded) about why she canceled my order..none of this is true. She is a liar and a fraud, *and she has not refunded the order* as she claims. Please review the photos attached to this review and you can see the text exchanges about how she strung me along, conveniently *after* the PayPal 180-day limit to file a dispute. She's a professional con artist! Don't be fooled by her phony response, its false. She clearly demonstrates how she handles unhappy customers: deny, deflect, gaslight, lie and hide from *any* accountability. Lecturing customers after treating them horrifically highlights her remarkable unprofessionalism. Emily: thanks for the reminder that there are deceitful people doing business out there. I was hoping to support a small business, but next time I'll think twice. Buyer beware! She will swindle you and disappear.
This company is extremely slow to fill orders and I realized that’s because they are selling products that are available directly to consumers on other Internet sites. The products are great! Some of the best are available through upcountryinc.comAny attempts to contact customer service are handled by AI bots with sickenly insincere apologies and excuses. VERY UNRECEPTIVE CUSTOMER SERVICE.Check out your products and find them elsewhere online, hopefully directly from the actual sellers of the products.I read company reply, this was NOT my experience and the facts have really been spun. I wish I could screenshot the series of extremely rude texts that Emily sent to me. Summary: was going to help me but after bad review, no chance; then said days of customer being always right are over; concluded with “Don’t dish it out if you can’t take it”
My experience is the customer service team kept me well-informed throughout the whole crate production process. I received emails and had a link to view updates. It’s also nice to have a live person to talk to if I call. What’s best is that even though I only waited about 3 weeks for my crate I’d have happily waited a year. It’s the perfect accent piece after we just remodeled our forever home.
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