Kay L.
Warranty is Misleading!
Ordered "replacement fabric" (cordura) for old bed and mesh fabric for new bed (I now have 2 dogs so I needed another bed). Ended up putting the warrantied cordura fabric on the new bed though bc it stands higher & is easier for my 8 yo Lab to get in/out of. After about 6 mos usage, cordura fabric has a hole in it. Submitted warranty claim w photo but was told that bc I ordered the cordura fabric as a "replacement" even though I put it on the new bed, they won't replace it. The last cordura fabric lasted YEARS and my Lab is now 8 & very chill but this new cordura failed. CSR checked w mgmt but they refuse to make an exception so BE CAREFUL which fabric you order along w your frame! If I had only done my order the "correct" way (ordered mesh as a replacement and the cordura along w the frame), they would've honored the warranty - it doesn't make sense and they should stand behind their fabric warranty regardless of where it is placed (old frame vs new frame). Cust has to assemble product & place fabric on the frame in every case, it's not as if the fabric comes professionally installed at the factory, so a cust is not allowed to change her mind about which bed frame gets which fabric??? Utter nonsense & really just an excuse to deny a valid warranty claim.
Response from Kuranda Dog and Cat BedsJul 23, 2020
Hi Kay, I can certainly appreciate your frustration and we are grateful for your feedback. I wanted to explain a bit about the warranty; we can't guarantee replacement parts mainly because if the adjacent components are damaged but still usable, it would compromise the structural integrity of the new part. So, if someone buys a replacement fabric but the corners are chewed on or partially broken, that brand new fabric is more likely to get damaged because of those surrounding damaged components. We also do not cover the outdoor mesh under our 1 year chew proof warranty which is why this was a tricky scenario. I will consider your situation as I try to improve the clarity of our 1 year warranty on our replacement parts pages. I want to make sure the details of our warranty are very clear so this situation doesn't happen again. Thanks for taking the time to leave this review.


