Boulderbarks Reviews 15

I ordered two dog crates November 2025. It is now mid April 2026 and I've yet to receive them. I have to keep inquiring for updates and they keep telling me that they're having production delays.

I placed an order for a dog crate listed as an in-stock product on Boulder Bark's website, which proudly states most orders ship within three business days. Full payment of $1,700 was processed immediately. Efficiently, I might add. That part they had no trouble with.
When I followed up on shipping status, a chat bot informed me the order was unfulfilled and could take up to 20 weeks to ship due to production schedules. Nothing on their website discloses this, but why would it? That might discourage people from handing over $1,700. When I expressed concern, I was told it would be escalated to customer service. I heard nothing. Shocking.
To her credit, Emily did promise — twice — to submit a ticket to the IT department to get both the website and the chat bot updated with accurate shipping timeframes. I can only assume that ticket is still pending, given that Emily is apparently also the IT department.
After sending a firm email requesting either a ship date or a refund, I received a response within ten minutes, which is interesting given that no one could manage to answer a phone call for weeks. The explanation had also evolved: the delay was now due to receiving their own inventory shipment, not the hand-crafting process cited earlier. Good to know the story was still a work in progress.
I requested a cancellation and refund. They responded by offering to ship partial items instead, clearly prioritizing the sale over my clearly stated wishes. I declined, politely. They agreed to cancel. Within minutes, I received an unauthorized shipping notification for $375 worth of items I had just refused.
When I flagged this, I was informed the order was ineligible for cancellation because it was a "custom order." It is not listed, described, or sold as a custom order anywhere on their website. A creative pivot, I'll give them that.
I contacted my bank and filed a dispute. Within 20 minutes, the full cancellation was processed, graciously described as an "exception" on their part. The refund was issued by one Emily Mitchell. I then received a formal email informing me that any future orders under my name, address, or payment method would be automatically cancelled, and that Boulder Bark was simply "not the right fit" for me.
What the email didn't mention is that Emily Mitchell is not just the person who processed my refund. She is the owner of Boulder Bark, a fact she apparently does not volunteer to customers, preferring instead to present herself as a customer service representative. That detail alone tells you a great deal about how this business operates.
To summarize: I was patient, I was polite, I wished them well, and I was banned for filing a legitimate credit card dispute after weeks of misinformation, an evolving story, unanswered calls, and an unauthorized charge. Apparently that's the "kindness standard" Emily holds her customers to.
Beautiful products. Treat yourself, just maybe don't expect much after you pay.

Very poor communication. Product ordered with zero status update. No shipping information . Had to file a charge dispute with my credit card to get a refund

Order never shipped. My card was promptly charged upon placing my order, but the product never shipped. The company told me that they are unable to cancel the order. I have since sent a formal request for cancellation and have not received a response. Apparently this is a common occurrence with this company. In the process of disputing the charge with my credit union. Buyer beware.

Update: I was contacted by text, stating that the merchant tried to contact me to advise that the color what I ordered wasn't available and that they tried to offer me a different color. They did not try and contact me, and I have the company's confirmation in writing that there were no supply issues, etc. The text sender stated that they would issue a refund, which I have not received- or further confirmation of cancelation and reimbursement. I have reported this company to Report.Fraud.ftc.gov.

I have never in my 3 decades on this earth made an account to leave a review on anything I’ve ever purchased. Today I made 2..

This is truly the worst “company” I have ever done business with. After a frustrating customer service experience simply ordering a coat, I told Emily (the business owner) that I was frustrated. She responded by telling me she was cancelling my order. This prompted me to dig a little deeper, and after reading the company’s reviews on Trustpilot, I immediately filed a dispute with my bank. Multiple consumer reviews describe orders being cancelled without customers ever receiving a refund.

Emily began CC’ing me on emails to her warehouse, making accusations about me being “undeniably the rudest person on the planet,” (her words) and was unpleasant and passive aggressive with her warehouse staff as well.

I received multiple texts from her personal line and ended up having to block her on email, her personal number, and the company line as she would not stop harassing me (despite me not returning any calls, texts, or emails after the initial conversation where I was advised my order was being canceled).

Please take the time to read their consumer reviews here on Trustpilot before moving forward with this company.
Similar complaints are documented on the BBB scam tracker as well.

Within less than an hour of leaving the above review on her website, I received 8 sign-up emails for accounts I did not create and 4 spam texts. While I cannot definitively prove the source, the timing was extremely concerning given the volume and nature of the prior contact I experienced from the owner. Her behavior throughout this interaction was extremely erratic and alarming, and she should be avoided at all costs. I am not saying this to be mean — doing business with her is not only risking potential loss of money, but also not worth your sanity. I strongly urge you not to provide this company your personal information, money, or time.

Total lack of integrity
I ordered my “luxury crate” over a year ago . Ordered it when my puppy was born - even before I had her in my home . My puppy has been home for 1 year now and having just celebrated her first birthday still no crate.
Doing business with this company is a big mistake and “Emily” who apparently fund the place presents herself as this young truthful entrepreneur yet she won’t pick up the phone or return calls

After total frustration, delay and non delivery I asked for my refund - around $1000 that they required as full payment one year ago - I still have not received the refund after about 4 months and a dozen phones calls and texts.
Stay away from this company

The review I saw and pretty much duplicated my experience was from Jolie
See below

⤵️
After waiting 8 months for delivery of our dog kennel, Emily has cancelled my order because i gave her a bad review about how the process was going. She specifically told me she cancels orders where there are bad reviews and asked me to change the review. So I changed it from 1 star to 3 star and I put in positive comments as well. Not good enough, apparently. Over the past 8 months, we have had little communication regarding what was going wrong. She did not return our phone calls until I wrote the bad review. She indicated she had supply chain problems and fired her previous vendor because they could not keep up with demand. Even so, it would be ANOTHER 4-5 months before I would get my kennel. But there is a reason that she only has positive reviews on her site, because she appears to remove anything that is critical. I am so disappointed in not only her business, but in her integrity as well. I would really stay away from a company that does business like this.

EDIT: Emily, I saved your text asking me to remove my forthright review and threatening to cancel the order if I didn’t. I’m happy to forward it to anyone who is interested. You are also not truthful about our communication. I was receptive and understanding and polite during our conversation and your description of your company’s woes. Your words are eloquent but in my book you completely lack integrity if you have to resort to lying rather than accepting responsibility.

After waiting 8 months for delivery of our dog kennel, Emily has cancelled my order because i gave her a bad review about how the process was going. She specifically told me she cancels orders where there are bad reviews and asked me to change the review. So I changed it from 1 star to 3 star and I put in positive comments as well. Not good enough, apparently. Over the past 8 months, we have had little communication regarding what was going wrong. She did not return our phone calls until I wrote the bad review. She indicated she had supply chain problems and fired her previous vendor because they could not keep up with demand. Even so, it would be ANOTHER 4-5 months before I would get my kennel. But there is a reason that she only has positive reviews on her site, because she appears to remove anything that is critical. I am so disappointed in not only her business, but in her integrity as well. I would really stay away from a company that does business like this.

EDIT: Emily, I saved your text asking me to remove my forthright review and threatening to cancel the order if I didn’t. I’m happy to forward it to anyone who is interested. You are also not truthful about our communication. I was receptive and understanding and polite during our conversation and your description of your company’s woes. Your words are eloquent but in my book you completely lack integrity if you have to resort to lying rather than accepting responsibility.

Nice products, arrived quickly, customer service was helpful when I needed sizing help.

Ordered a collar and leash. VERY well made and shipping took no time at all. I'm very pleased and will be back for more!

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.com
Any 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”

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.

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.