Kuranda Dog and Cat BedsReviews of kuranda.com

I reached out to customer support for assistance with ordering a full bed instead of just the mesh and never received a response. It was a terrible customer service experience.

Terrible up charge for shipping. Just about as much as the item cost. I will not reorder again. I will find a different bed from someone else

Dear Kuranda Team, I am writing regarding Order #294281 and an experience I recently had with your customer service department that left me extremely disappointed and honestly quite confused. When I originally placed my order, I intended to purchase two 44 x 27” beds. At no point did I knowingly order a bunk bed. I only discovered that a bunk bed had been included in the order when I reached out to check why my shipment had not yet gone out. When I reviewed the order more closely, I noticed the bunk bed listed and assumed it may have simply been a display or formatting error. Unfortunately, when the order arrived, there was indeed a bunk bed included. This was extremely surprising because I have two Belgian Malinois, and the entire reason I chose your brand was specifically for the aluminum beds, which are durable and essentially ruin proof for dogs like mine. A plastic bunk bed would never have been something I would intentionally purchase. The very next day I called your company and spoke with Chris. From the moment the call began, he spoke extremely quickly, to the point where it was difficult to follow what he was saying. I tried to calmly explain that I did not understand how the bunk bed ended up on the order and that I simply wanted to return the item as a courtesy, since it was not something I knowingly ordered. Chris immediately focused on policy and stated that customers are responsible for return shipping, asking why the company should be responsible for that cost. As a five-time CEO and someone who has owned businesses for more than twenty years, I fully understand that policies exist for a reason and that operating a business involves many costs. I am not unfamiliar with those realities. What was disappointing was not the policy itself, but the complete unwillingness to consider the circumstances. There was no attempt to understand how this situation may have occurred, no effort to meet somewhere in the middle, and no effort to preserve the relationship with a returning customer. In fact, I had already placed another order with your company to purchase the beds I believed I had originally ordered, along with an additional bed. At this point I have spent over $1,000 with your company, and I had plans to place additional orders for my second property in Colorado. Despite that, I was told that: Chris was the only person available in customer service He was the highest person I could speak with There were no options for assistance There could be no discount, credit, or accommodation And if I was unhappy, he would simply refund and cancel everything That approach felt less like customer service and more like an attempt to overpower the conversation with policy rather than working toward a reasonable solution. As a business owner myself, I can think of many times over the past twenty years where I have absorbed a cost or extended a courtesy to a customer simply because preserving the relationship mattered more than being technically “right.” Sometimes doing the right thing for a customer means looking beyond the written policy. To be very clear, this is not about the $29 shipping cost. In the grand scheme of business, $29 is insignificant. What matters is how a company treats someone who is trying to be a good customer. The fact that I was willing to return an item I never intended to order, while continuing to place additional orders with your company, should have been an opportunity to strengthen the relationship. Instead, I felt dismissed and talked over. My reason for writing this message is not to demand a refund of the $29. At this point, that is not the issue. My hope is simply that your leadership team understands how situations like this are being handled. Because the way a company handles one customer interaction is often reflective of how it handles many. Policies are important for scaling a business, but there is also a human side of customer service that requires empathy and discretion when something clearly did not happen within the customer's control. I spent time writing this because I believe in providing honest feedback between business owners. I truly hope this message is read and taken seriously so that future customers do not walk away from your company feeling the way I did. I look forward to confirmation that this message has been received and reviewed. Sincerely, Sarah Beth Herman

Total nightmare to put a Kuranda cat Tower together. The levels should have been pre- assembled . I sold Chinese made furniture for years and nothing was this hard to put together. For what they charge it should have been much easier. I can see why it was donated to a cat rescue unassembled. Don't waste your time with kuranda products I'm glad I didn't buy this piece of garbage. I would have been demanding my money back

These beds were far to difficult to assemble. I phoned Kuranda for help with assembly and they do have good customer service. Time will tell if they will weather well on our front deck.

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.

Bought 6 xxl aluminium framed beds. Caused sores on two of my dogs in exactly the same areas on both dogs. #edit many of the corners of the beds have broken, despite being metal. No better than it's much cheaper counterparts