Kuranda Dog and Cat Beds Avis 442

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

The kuranda dog beds were exactly what we were looking for! We have two great danes who absolutely adore their new beds with the perfect size and strength to support their bodies and all their different sleep styles.

We have use the Slimline dog crate beds as our lab has grown. We find these beds durable, chew proof, and good fit inside the crate. Our lab sleeps well on them. The directions for assembly are easy to follow. I find the company reliable and easy to work with as our most recent bed had a nick on it. We filled out the request and there was no issue in receiving replacement parts. While the directions are easy to follow, I found with the larger size beds a need for a second person to keep the frame aligned for the screws. My only suggestion is to provide longer screws would help resolve this.

Excellent customer service! Our dog loves the Kuranda! We have had the Kuranda for 2 years and never an issue. We just ordered another one for our new puppy. Highly, Highly recommend!

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

The beds are fantastic and are easy to assemble. The customer service is excellent. Aside from some long shipping times, no complaints.

Product was very well made.

Chris so helpful in taking time to answer all of my questions to make sure I order the right bed for my dog.

This is my first experience with Kuranda and I am sure I will continue to shop with them.
Ann

I ordered two of the largest beds. One is with older dogs and one is with younger dog, age 6 months to 2 years. The one with the older dogs is in fine shape. The one with they younger dogs is missing two legs, and broke right away. The younger dogs run and jump on it and it is not sufficiently durable to take that. Apparently I can order replacement legs. This is a good bed for older dogs, but I do not reccomend it for young energetic dogs. My dogs are Borzoi and Greyhounds.

We have 4 Kuranda beds for our large dogs. The rubber leg inserts wore out after years of use. I ordered replacements and they were here in a few days. I enjoyed the fast service and the dogs enjoy their beds. These are great dog beds.

very professional and helpful

Easy to assemble. Of good quality.

Love your beds and so does the dog no rips no tears it’ll hold up for years. Only thing I wish you sold with crates. It’s so hard to find a crate that will fit around the bed.

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

Kuranda reps were very easy to work with. There was a mix-up with my order, and they were able to change my order very quickly and were very apologetic for the mix-up. I have worked with Kuranda for many years and have always been happy with their service. Great people and great products for my kennel!

Best customer service experience I’ve ever had. I was able to return my bed for a new size even after i had some delays(on my side: busy life) and they sent me the new size right away. my dog loved her bed, but i could tell that the size i got would be out grown when she was fully grown.

I'm seriously impressed with the durability. I have two German Shepherds, and their aluminum frame bed has held up perfectly. With fast shipping on top of that, I would definitely recommend this company.

We (a group of volunteers) had a great experience working with Charles Sackett. He was always willing to answer our questions and work with us on finding the best beds for the Trenton animal shelter’s dogs. We will definitely be working with Charles in the future for the shelter dog’s beds. 10/10 would recommend him!

I recently ordered a dog bed from Kuranda and had a very positive experience. The ordering process was straightforward, and the bed arrived in good condition. The materials feel sturdy and my dog took to the bed right away. I appreciate that the design is easy to clean and seems built to last. Overall, I’m happy with the product and would feel comfortable ordering from Kuranda again based on this experience.