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.
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We have luxury dog crates, designer dog collars, leashes, and harnesses as well as high-quality dog beds, apparel, and toys.
