Impact Dog Crates Reviews 12

Absolutely shocking service, crates are really cheaply made but being ridiculous amounts for them, customer service is non existent once they've got your money, avoid

Order placed 2/12/26 for collapsible model, which is supposed to be ok for nearly all dogs except those with very high anxiety. I also paid $23 for free returns.

Item arrived 12 days later. I followed the setup videos. My dog busted out of it within 3 days. I sent photos. The first response didn’t even address my complaint. When
I pointed out that their response did not solve anything, they offered to switch me to the high anxiety non collapsible style crate. I don’t want that, I want a replacement for the defective one. Why in the world would I want a huge bulky crate when I clearly ordered from them in order to get a PORTABLE CRATE. Who can realistically fit a 40+ inch crate while traveling?

Company will not honor free return. They put the return shipping charge onus on me despite the fact that I paid for free returns. Response time is slow and often requires multiple follow ups. Will not respond to me asking for a return label and a replacement of my original. Riley is the name of the “customer service” agent who continues to tell me that my item is not in returnable condition and not returnable (hello? It’s a defective crate)

I wish I had gone with a different company or at least looked at their trust pilot reviews. Of course Impact Crates boasts their own 5 star reviews but it is a far cry from 3rd party review sites and true customer experiences.

Impact crates will not send me my dog bed that I ordered 2 months ago. Every time I reach out to them, they tell me it will ship in 1-2 weeks. It was purchased in December of last year. Worst customer experience of my life.

On Dec 1,2025, I purchased the Black Friday Sale Impact Crate Deal to include the following bundle, Impact Orthopedic Dog Crate Pad - 40"+, ORTHO-500-550, Impact Crate Training Course and Collapsible Dog Crate - 40"+ / Black 40"+ / Black
$716.00. I received the crate within a couple of weeks and the I could watch the training video on the web site but I never received the orthopedic pad. I called the company immediately when I realized it had not been sent with the crate and was told they had sold out of the pads and were waiting for a new shipment with in a week or two. The sales person said the pad would be sent as soon as it arrived. By the end of Dec 2025, I had still not received the pad so I called back to inquire where it was and when would I receive it and was told the it still was not in and he did not know when it would be in but since I didn't actually pay for the pad, I wasn't really out any money. I informed him that I bought the bundle for a reason and they sold the items as a package so I expect for them to honor the sale as the items described had been paid for. I then informed him that I needed an email verifying when they were going to send out the pad. The email he sent stated the pad was expected to be sent out by the end of January 2026. Well, I called back again to today Feb 2, 2026 to find out why I still have not received my pad and I was told it is still not in and I could just give back the pad because I didn't actually pay for it separately. I refused and asked for a manager. I was told by the person I was speaking to that he was the manager so I asked him how would I know he is the actual manager and he told me that there are only two people who work for the company, himself and one other person. I truly believe they have no intention of fulfilling the black Friday sale they advertised as it was just a scam to get sales. The customer service is horrible and misleading so save yourself the money and aggravation and NEVER TRUST THEIR BLACK FRIDAY DEALS OR ANY OTHER TYPE OF SALES GIMIC.

I’m very disappointed with my experience with Impact Crates. They were extremely quick to charge me over $1,300 for a crate, but the return and refund process has been unprofessional and frustrating from the start.

I was originally told by a representative named Riley that my refund would be mailed to me as a check since the card I used is no longer active. When I called today for an update, the person on the phone tried to claim a check “wasn’t possible” and that I needed to call Amex myself. After I pressed him, it turned out he was Riley, the same person who promised the check in the first place — yet he refused to acknowledge it until confronted.

He also refused to provide his employee ID, said no one else could assist me, and claimed he couldn’t transfer me to another manager. His attitude was rude, dismissive, and completely unhelpful.

For a company that charges premium prices, this level of customer service is unacceptable. I would caution anyone considering purchasing from them — the buying process is smooth, but the moment you need support or a refund, the professionalism disappears.

Do not waste your time buying from them. They are absolutely terrible.

Failures with high anxiety crate in various places. Initially they shipped replacement parts (hope you know your way around a rivet gun) and it was OK. Then had repeat failure on same part and even the side of the kennel. They refused to admit the grooved and exposed metal was an issue (it's almost serrated!) and then shipped me a replacement cover for the repeat failure component. They shipped it incorrectly classified with a retail value and will cost me $60 to accept delivery. They refused to correct the issue - would have taken them no more than a call to DHL to revise the customs doc.

From DHL:
"Sure we will wait for the update and once the import duties are cancelled we will send this out for delivery.
Please feel free to reach back for any further assistance.
Thank you for choosing DHL."

Impact just said they couldn't do it, and that I should have paid for shipping (of this tiny lightweight metal piece under warranty) so I should just suck it up and pay the government the customs charges to import an item with a declared retail value - 100% incorrect on a warranty replacement, and making me go out of pocket to fix their mistake.

Mediocre product performance backed by poor customer support. I tried repeatedly to politely get their help. Would not purchase another or recommend.

I ordered my crate over a month ago with their disclaimer that orders were shipped within 24h.
Still no crate and no feedback from them.
My pup arrives home next week and still no news.
For the price I am paying for the crate, the service could not be poorer even if they tried.
Horrible experience so far, just hoping that the product makes it worth my while.

We returned this product and it cost $300 to return it. We have UPS receipt saying they received it. They will not refund my account. We are $1100 for a crates We don't have any $300 for shipping back. My guess is they resold the crate. We reached out several times with proof and can not get a response. DO NOT BUY THIS PRODUCT!!!!

I bought this crate thinking it was going to be a good American Made Crate, not knowing that the manufacture has been outsourced to China and is practically a white label now. These crate were probably manufacture by a third party in the USA however moved abroad for better profit margins. In fact the Sierra from Customer Experience told me it was due to demand of the crate when I was on the phone with her about my return.

I bought this on Sunday 7/21/2024 at at 7:16am. At 7/21/2024 12:17pm requested the order be cancelled. They were unable to cancel the order as the shipping label has already been created. The product didn't arrive at UPS until 7/22/2024 at 5:18pm, a whole day later. I'm now stuck with $140 shipping fee (~70 each) as the company will pay for product to go back. I'll eat the $140 so others won't have to buy their product knowing it is false advertisement.

You can get the identical crate from alibaba.com for half the price

If you type in Rocket reach Impact Crate into google search, you'll see a breakdown of their team.

Beware they have tiered pricing and won't honor their sale prices! I bought a crate at 20% off and two days later they offered the same exact crate for 30% off. I called and requested a price adjustment but they refused even though there was a 48 hour difference in the timing. This is abominable customer service. 99% of companies in good reputation will honor an adjusted sales price if the change is in such a short window.

Don't buy from them. They are just out to scam as much money from you as they can.

Order placed on August 15 for an airline crate for a Police K9 that needs to be shipped with us to Hawaii in mid-September still has not shipped 19 days later. But the financing company used, called Katapult, has been taking payments every week from our account for it. Getting ready to file charges against the company for not meeting the expectation of shipping within three business days & not following through on sales. Both companies say they have no indication of an order being placed, but somehow I keep getting Shop text alerts saying the order number ***** has been received and shipped. Yet there is no tracking available. And I can’t get through to the company.

False Advertising: My cart says "guaranteed to ship in 3 business days," however they won't ship for 3 WEEKS. Dylann said they have no intention of removing the false advertising from their website or honoring the guarantee.