Complaints

• Initial Complaint

  11/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  i ordered a coop from this company on 5/12 and received it on 5/22. 5/23: emailed company after opening it up and finding damage to a couple pieces (nesting box lid and rear run roof panel)6/11 emailed company because of no response 6/14 emailed company because of no response 7/5 received part for nesting box (puts me (WELL outside 30 days of being able to return this product due to the delay on the companys part for damage to the product.9/2 emailed that i was still missing a replacement part for rear run roof. 9/11 emailed again due to no response from company 9/14 received emailed that shipping label was printed and backside roof run panel was shipping. i have since emailed them again that the nesting box roof panel is again breaking as is the ramp into the coop and the piece that the coop attaches to (bottom of coop) i have stated to the company that the bottom piece that the ramp connects to is glued on with heavy adhesive but i honestly dont think it will hold. i have asked for a completely new coop and they insist they can only send me the ramp and nesting box roof and to pay $50 for shipping ( i dont want those, i want a whole new coop, i have repaired parts on this myself thinking that it was minor stuff but after seeing multiple complaints people have had i see that it is not just me.at this point i am beyond frustrated with the company, i came on here to file a complaint and see that this year alone there have been 7 complaints with this company. there is no reason a product for $650 should be falling apart like this. the company also states that i should be resealing and maintaining the coop by 6 months, it isnt even 6 months old

  Business response

  11/09/2023

  We have sent customer replacement parts from shipping damage when the item was received back in May, then again in September since photos were not included or seen in the emails.  Which we sent again at no cost to him. He received this coop 6 months ago, our free replacement policy is within 30 days. As situations arise we assess those on a case by case basis, which is why we allowed additional parts to be sent in Sept. At this point at 6 months out we offer free parts for the cost of shipping, this is clearly on our website under our policy's as well as at checkout when the customer places the order. 

  Customer also hasn't done any upkeep on his coop. We have information on our site as to what should be done to help prolong the life of the coop, which is an outdoor product that goes all of the US into many climates, and is used by animals and humans alike daily. He didn't like the placement of our information even though it's on the main page as well as under the *** section. 

  We have given the customer options to work with. He is free to communicate via email to work that out, as we always immediately respond. 

   

  Customer response

  11/10/2023

   
  Complaint: 20848444
  
  I am rejecting this response because: I do not feel the response from the business is adequate. I was told earlier this week that I should have been maintaining the coop at 6 months.. I haven't even had it 6 months. the first set of replacement parts were received OUTSIDE of the 30 days, therefore my chance to return the product was not valid anymore. I should have just returned the whole product to the company. now there are pieces falling apart continuously. like I have stated id like a replacement that will be seasoned once its put together. your telling me it should be by 6 months, this isn't even 6 months and ive had issues since day 1 of receiving it.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a thousand dollar chicken coop on 7/31. All over the website it states these coops are in stock and ship the next business day. I never received a confirmation or shipment confirmation, now its 11 days later. However the money was taken out of my account.The past 3 days Ive called numerous times only for it to go straight to voicemail, and Ive emailed 3 times with no response. The website claims they have 24/7 customer service and theyre always there to help! Interesting.Then I decided to look into reviews and things off the website. The website only displays good reviews. Upon research I can see that this company has scammed multiple people. I reached out in an effort to cancel my order with no response, and its been over 24 hours now. I will be going through my bank- so they will have no luck keeping 25 percent. No way to run a business and I do not believe the small family run scam they have going on. The truth is that they order these from ***** and then mark them up 500% and may or may not actually ship them, then keep $200 from the sales and make a living off that.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Urban Northern Coops, formerly known as The Chickenpen Company, is a TOTAL SCAM COMPANY. STAY AWAY and do not give them your business. After reading their awful reviews, I simply asked if they could stand by their product and informed them that I would dispute their charges if their coop wasnt as advertised. They decided to cancel my order and STILL charged me 25% after THEY cancelled it. After my husband filed a report to the BBB, his email the credit card number was compromised and he started getting thousands of spam the very next day, as well as a $700 charge on his credit card for an iPad he never ordered. We had to cancel his credit card and change his email.. We have filed a police report and contacted the fraud department and Urban Northern Coops is currently under investigation. After Urban Northern Coops canceled our order and informed us that they would be charging us 25% which totals almost $200 they canceled our order and only refunded us 75%, but they still tried to deliver the coop to our house TWICE. We denied delivery both times. These people are liars, scammers, and thieves. STAY AWAY from this company. My husband is a disabled vet, and they knew this when we attempted to buy the coop from them, as they would not honor a veteran discount. This is how they treat people who put their life on the line and fought for our country. Please dont give them any of your business.. instead, buy from Tractor Supply. They have a great selection online and we are 100% satisfied with the coop we bought from them.

  Business response

  06/23/2023

  None of this is true.  We dont sell email addresses or have access to credit card info.  You guys are all lies And live off saying your husband is a disabled vet.  Also we gave you guys a discount but maybe too high on shrooms to see that on your receipt.  Go back to your festivals.  Each week you guys make up new s*** to say.   Only truth is you are crazy.  

  Customer response

  07/10/2023

  Houston ***************** incident number ******** CREDIT CARD FRAUD- CHICKENPEN COMPANY Officer name: Sierra ******************** NORTHERN COOP is under investigation for credit card fraud. This is in response to their false statements saying that we were lying about them selling our information and saying that they gave us a veteran discount They did not. They offered us a summertime discount which was available to everyone and it was only $30, not even 5% of the cost of the coop.. these people are thieves, liars, and are now under criminal investigation. STAY AWAY.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ORDER #***** RESORT CHICKEN COOP AND RUN $1299.99 Purchased March 20, 2023 I spent weeks researching coops before making my purchase and relied heavily on customer reviews. This site publishes only positive reviews and misleads customers into purchasing a low quality coop for 3 times the amount a coop of equal quality can be purchased for from Murdochs, Wayfair, or any other tractor supply store which sells prefabs. I wanted something of better quality so I trusted the reviews and assumed Id get what I paid for. This coop does not fit the description, has insufficient protection from predators with cheap hardware and a flimsy sliding door, and has gaps so large in the floor of it that the bedding pours out the bottom, despite the claim it is designed for cold *******. I visited the site to leave honest feedback for any other unsuspecting shoppers. It was never published. This confirmed my suspicion. I emailed the company to let them know I felt this was fraudulent and lacked integrity only to be told I should have ordered one of the less expensive ones I mentioned. He also claimed most of the charges were for shipping, which is false. $1,299.99 was the price of the coop with no amount of shipping considered, as you can see on the attached documents. This style of coop is listed at an even higher price at this time. I had no choice but to assemble and use the coop, but will happily return it at the companys expense in exchange for my refund. They are not acting in good faith. Only one review stating the facts about the construction of these coops would have prevented me from making this purchase.

  Business response

  05/25/2023

  Communication through email would be helpful for this situation.. We havent had any email from you!

  Customer response

  05/25/2023

   
  Complaint: 20101751
  
  I am rejecting this response because:
  That is a bold faced lie. Attached to my initial complaint are screenshots of our email correspondence, where you claim majority of the cost is shipping to justify your poor quality and overpricing. I also included a screen shot of the invoice with $0.00 shipping and $1,299.99 for the coop, which by the way is not the size its advertised to be (in addition to the other issues I have provenlarge gaps in the floor of the nesting boxes for predators to get enter, cold drafts to pose danger in winter, and bedding to fall through, a door made of plywood unlike the solid wood door in the photo on your website, etc.) Until you take ownership and make an honest effort to resolve these issues, theyre going to keep piling up. The fact that you choose not to publish the honest feedback customers like myself provide and only publish the positive reviews speaks of your lack of integrity. It is clear this is an ongoing practice that leads to many dissatisfied customers. Shameful. 
  Sincerely,
  
  *************************

  Business response

  06/01/2023

  Yes this price includes coast of shipping which is $600 or more.   The gaps on the nest box floor are intentional BTW.   Did you have actual issues?  The coop does fit description and size as actual photo's are what is on the site where you found us and purchased.  We did not make you purchase this!  If you need parts feel free to contact us through the website.

   

  Customer response

  06/06/2023

   
  Complaint: 20101751
  
  I am rejecting this response because: In a sense, you did make me buy this product by not publishing the negative reviews to your site. Only posting the positive reviews misleads customers and demonstrates a true lack of integrity. My review has yet to be published and it is nothing but fair and honest, and what all potential customers deserve the chance to learn about your product before deciding to make such a large investment. You have huge air leaks in the nesting box area on purpose? Are the huge gaps in the sides which I have added duct taped also on purpose? And on the door as pictured? And on the other side, which are also duct taped so you can no longer see the sun shining in. The coop is vented. These other major air leaks only create potential danger to the chickens and are not intended as a part of the design. Did you mention the coop is fully assembled with staples? The wood and hardware are of the poorest possible quality? The measurements are not accurate? No, you did not. 
  

  It is evident customer satisfaction is of no priority to you. You have an unacceptable amount of formal complaints against you and have yet to make any of them right. You even changed your business name to hide from the reviews circulating on the internet, only to continue on with an equally horrible reputation! You are rude and condescending, and only out to make money. It seems to be working for you. I dont know how you sleep at night, but if my complaint protects one person from purchasing your overpriced hunks of garbage, I guess Ill have to settle for that.
  

  PS: Do keep in mind I have attached documentation to prove all of my claims, so lying about them is futile.

  
  Sincerely,
  
  *************************

• Initial Complaint

  04/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Product and customer service is a scam. My wife purchased a coop from them after reading all the positive reviews on their site. After receiving the coop and building it...I told her that there is no way anyone gave them a positive review. I looked at ****** reviews and they are all one star....stating scam. Lots of people are being ripped off by a terrible product and a deceitful company. I attempted to write a negative review on their actual page and it does not get posted. When contacting the company...the response is combative and unapologetic for their broken product. I AM EXTREMELY FRUSTRATED in the fact that this company is allowed to run its scam without consequence. Charging a 25 percent restocking fee IF YOU OPEN THE **** Charging $250 to return an item PLUS actual shipping costs? ARE YOU KIDDING ME. I would like help with this and getting a refund for a complete piece of junk. Thank you.

  Business response

  04/30/2023

  Hi Guys

  Not sure why we are now communicating through BBB since we are actively emailing the normal way!  As our last email stated we are needing photo's so we can help with whatever damage has occurred!  

  I think you guys are confused by what "SCAM" means!  These coops are as described, you searched for our product read the description and purchased.  Then the coop was shipped to you!  You received the product that you purchased and whats  in the photo's.   If we had sent you a doll house size chicken coop then yes that would be a scam!

  We have been in business for nearly a decade and over ****** coops to happy customers.   So if you would like to resolve whatever issues you have then respond to our email that was sent on April 25th prior to you doing this complaint!  

   

  Thanks

   

  Bill

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We recently purchased a chicken coop from Urban Northern with hopes to start raising backyard chickens. We received our chicken coop on 03/20 and we started putting it together on 03/21. When it came to the roofing panels the side pieces all four were cracked and broken. I reached out to the business on 03/21. ******** from the business initially replied and asked for photos of the pieces which we sent on 03/22. We received no reply, so we sent another e-mail asking what is the status of getting these parts replaced again without a reply. On 03/31, 9 days after the initial e-mail I sent another e-mail stating that I would be filing a complaint with the BBB if we still do not hear anything about getting these parts replaced. Only then did they reply! After a couple of e-mails back in forth with them apparently they required me to send more photos of proof that all 4 trims pieces were broke as my initial pictures only showed one side of them. So I sent them new photos on 03/31. As of writing this complaint we have yet to receive any communication on getting anything replaced.

  Business response

  04/08/2023

  Yes the new roof panels are in process of getting sent out.  They are an easy swap if the current ones are needed to be used until then. 

   

  Bill

  Customer response

  04/17/2023

  Hello, 
  Sorry my response was delayed for my complaint however my situation is not resolved. Case # ********. Can this case be reopened? I have not received any items or have received any communication from the business as to whether my parts have been shipped or not.
  
  Thank you!
  *****
  

  
  

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After reading glowing reviews on Urban Northern Coops website, I placed an order for a chicken coop. Moments later, I found actual reviews on forums, as well as the BBB complaints. I cancelled the order the next morning, only to be charged a 25% cancellation fee. This company is predatory and its business model is designed to trick unassuming customers into purchasing their product under false advertisement, then collects cancellation feesthus, earning a profit without providing product or service.

  Business response

  04/01/2023

  Customer agreed to cancellation fee at checkout! We refunded accordingly.  Product is as described!   

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Northern Urban Coop last month based on the pictures posted on the website. After putting together the coop that I received, it looks significantly smaller than what was depicted in the photos. I am devastated and feel deceived.

  Business response

  04/01/2023

  Not sure what the complaint is but the customer received product and haven't heard from them since order!  

• Initial Complaint

  10/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a planter from this company on the website and when I clicked to pay total, my purchase was double what it was supposed to be. I couldnt figure out what went wrong. I tried to get a phone number and call the company but all it had was an email, so I emailed stating to cancel my purchase I made 2 minutes ago. I had realized it was the shipping that had made it double. ******** had emailed me back a few hours later and said I would be charged a processing 25% fee.. for what??? I tried to cancel 1 or 2 minutes after I clicked purchase. My card hadnt even been charged yet. **** from Urban Northern Coops emailed me and said he would waive the fee. .I just received my refund and the 25%fee was taken out although I was told I would be 100% refunded. Even the negative review i left on BBB about this companys (********) aggressive behavior, ******** had responded that I was issued 100% refund which is not true. I emailed the company again and was informed that because I left a negative review, I would be charged the fee. My negative review was for how condescending ******** talked to me. So now the company has lied and not issued all of my refund., after they said they would.

  Business response

  10/29/2022

  Customer has been refunded. 

  Customer clicked through without noticing there was shipping, this comes up clearly prior to checkout. 

  The terms and conditions are also clearly disclosed at checkout, the customer had to checked she read and agreed to the terms prior to checkout. They are also located on the website at the bottom of the page. They were also provided to the customer again when she asked to cancel the order. 

  The customer has been very vindictive. One would think if someone offered to waive something that was previously agreed to, one wouldn't go out and slander a company. 
  

  Fees are charged from the processing company when an order is placed. This customer believes everything is free, and I guess that a small business should eat all the cost even if it's fault of the customer. 

  Again this order has been refunded just as the terms and conditions she agreed to at checkout dictated. 

   

  Customer response

  10/30/2022

   
  Complaint: 18331547
  
  I am rejecting this response because:
  I was told that I would be refunded 100% and the company even days that I was refunded 100% in their response to my review on BBB. But because I left a negative review they are going back on their word and charging me a fee for an order I placed although I contacted them within a minute, trying to cancel my order because of the expensive shipping charges. My debit card had not even been charged at this point, until the following day. But since then the company has been horribly rude and extremely condescending. I am in my 50's and I have never been spoke to in this manner and from reading the reviews and complaints about this company, they speak to all of their customers in this form. 

  I am asking to be refunded 100% as stated by the company in an email that I have included and as also stated in the response to my review left on BBB as well 
  Sincerely,
  
  ***************************

  Business response

  04/01/2023

  Customer cancelled order and terms per agreed to at checkout are 25%

• Initial Complaint

  10/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  https://www.urbannorthern.com/products/the-farmhouse-limited I purchased this coop based on the measurements for my 6 Hens. This was completely false and miniature compared to what they promised. 3.5 x 5.1 x 6 feet.They will not accept a return without me having to pay for shipping and then they take 25% restocking fee. All for something they were not honest about when selling. Terrible business practices and I do not feel they should be able to do this.

  Business response

  10/21/2022

  Hi ******
  
  
  All of our coops say overall dimensions,  as in with roof panels and trim.  You are measuring without.  This includes width of the side trim of the roof to the nest box trim, length of the roof trim to trim and height ground to the top trim.  We use these dimensions as many of our customers have small spaces have small spaces that require certain sizes for this to fit in.  Hope that helps explain our measurements. 
  
  
  Thank you
  Bill     The Coop Team

   

   

   

  All of this was explained in email and description of product!!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩