My Urban Farmers, LLC

[redacted] contacted us after she had had the coop set up and using it for over weeks(weeks from the time she received it)Her initial email contained no photos and was quite rudeWe requested photos as well always do to better gage what was going on with the coopShe did send those but at the same time demanded a refund to which I pointed out the terms and conditions she agreed to at checkoutWhich is replacement parts within days of receiving the coop (that we provide at our cost) outside that time frame we will provide the replacement parts but ask the customer to cover the shipping costsWe do offer to pay for the return shipping which is disclosed at checkoutI told her she could ship it back, I did not say it needed to look new but it did need to understandably be cleaned and re-packagedI let her know that even though at that point we were getting close to a month outside the day return period we would make an exception for herShe wasn't agreeable to thisI let her know at the beginning of June as her particular coop was a limited edition color we didn't currently have replacement parts and would be sending them when we had themWe JUST got replacement parts in around July 10th but it coincided with us being out of townAny suggestion or recommendation or options I have given this customer has been turned downShe did attempt to leave negative posts prior to even contacting us which were removed by the moderatorWe have many happy customers as wellIf she would like replacement parts we are happy to provide those

Compensation was offered and denied by the customer as they were not satisfied with the amountWe then offered replacement parts which was also denied by the customerAdditional photos were sent but only after we made multiple requests for them as the initial 3-photos did not represent what they were seeking compensation forOur business actually has underwent some changes and we have not ever operated under at onceThere was a very short period (April-June) where a few things had intertwined but other than that in the last years we have not done thatThe customers husband called after many email and phone communications with [redacted] and yelled at NicoleHe wouldn't accept either compensation OR replacement partsHe said that he would get back to us later that even (after speaking again to us) and we hadn't heard from them until this Revdex.com emailThere is no middle man and we believe our product to be superior to the competitionWe are indeed a small family run businessAnd the price they paid for the coop was not $they paid $for the coop and $for the shippingOf course there is some negativity out there as we, however all of our positive reviews are true as wellWe sell thousands of coops a year and we do try to have good customer service but when you have a customer that cannot be pleased and refuses to compromise on any agreement it makes it very hardSmall family literally means we are also working full time and raising a family We have responded to the credit card companyAs they refused compensation, refused parts and refused to ship the coop back it has left us with very little alternativesWe will allow it to settle out as it will through the card companies

Customer has been refunded and sent receiptCustomer disputed transaction then lost and now has tried to recover other options Not sure what else to do

Revdex.com:I would like to reject the offer of Mediation for complaint ID [redacted] .Regards, [redacted] ***

Replacement parts were shipped early JuneCustomer emailed and acknowledged receiving them part not crucial but will be replaced when we have them ready to ship

Complaint: ***
I am rejecting this response because:Although Nicole expresses that she attempted to resolve the issue, I was very put off by her verbal recommendation to go to the hardware store and fix the issue myself I shall also point out that her verbal tone was abrasive and standoff-ish vs actually supporting the customerI also reject that I would pay any shipping for replacement partsThe craftsmanship of this work is extremely disappointing for a $spend. The timing of her emails do not match the story provided in the response I truly believe she is fabricating a story to save faceAs you'll note, she is not offering a refund or replacement of parts at a zero cost to myself Issue is not resolved
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: urban farmers informed me that since the coop has been modified (painted to keep it from disintegrating in the weather) they cannot reuse it for any purposeThey also told me it would cost over $to ship it backSo there is absolutely no reason to send it back other than their spite and to waste everyone's time and moneyI also have not been informed of any proceedings as mentioned and have received no communication from my credit card company stating that the disputes was even accepted, so it seems they are just continuing to be spitefulJust sell a better product, advertise it honestly, and they won't have to deal with these issues.This was their communication to me, which clearly states that they cannot take back the coop, and also directly contradicts their website which says that the coops come fully treated for outdoor use:The only thing I can do is send replacement parts! Since you have altered the coop I cannot even sell as a damaged coopIt is not allowed in our county to sell used coops due to diseases. I can send new roof panels that are sealed betterOur coops come treated but it is a minor treater meant for allowing customers to restain or pain their own color needed.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:as I stated I received the package on 6/8/and since the package was delayed it didn't actually start being put together until weeks later I have the email where they stated I could not return the wheels due to not having the packaging I also have the instructions from the wheel kit that specifically state to attach them on the heaviest part of the coop, which was not physically possible The company then told me most customers put them on the run side with no issue My issue is, this goes against explicit instructions from the wheel kit itself I also agreed to parts because that was my only option with them I need to express the life of this coop until I can find a replacement That is the ONLY reason I agreed They gave no other option except a $refund which is ridiculous A $coop should last more than weeks.
Sincerely,
*** ***

Hello,I have not sent pictures for replacement parts as I expressed that the unit is flimsy and falling apart, and unsturdy when opening the coop doorI expressed this to seller both verbally and through email I do not know of a way to document poor construction joints, unsturdiness, and flimsiness, with photos.As the seller was abrasive and combative on the phone, I haven't seen much benefit of trying to document the flaws via photosAlso to clarify the timing of this call; I called during the listed customer service hours Nicole has enjoyed listing that she was with her 3yo several times, however, I do not see how that exonerates her from pleasant and helpful customer service during business hours

Complaint: ***
I am rejecting this response because:Majority of what this business is saying is false, and I have the email traffic to prove it Unfortunately some of these conversations were handled on the phone, so I don't have proof as to what was said during those (which is why I tried to communicate primarily through email) I also did not post the negative review on Facebook prior to emailing them, I posted it after we had been corresponding and it was obvious that they had no intention of remedying the situation (and I'm not just talking about my negative review--there are several of their customers in the chicken community that have left negative feedback that has been deleted) Yes, I refused to pay over $in shipping for a POSSIBLE refund when I had already paid $in shipping, as this would end up costing me roughly the same amount I would be refunded--that is NOT a sensible solution and no one in their right mind would accept that I also refused to file a claim against FedEx, which was the other option they gave me before telling me I could "fix it myself" or "sell it to get some of my money back." Those were not reasonable solutions for a customer that just spent $on a brand new chicken coop, so of course I rejected them I was NEVER given any timeline of when I could expect the parts They literally responded "As soon as I have the parts ready I will ship them." When I asked again, they said "We are in the middle of shipping about coops once we are done wth that and can come up for air we will be getting the parts together." (Those are both direct quotes from emails received from them.) When I once again said that doesn't give me any kind of timeline and I need to know when to expect them, they quit responding to my emails I have now been left with an unusable coop for weeks I obviously had to make other living arrangements for my chickens, as they would have died otherwise I want at least a partial refund vsreplacement parts, as I have no use for replacement parts since the company has not taken responsibility to fix the issue in the past weeks and we were forced to spend additional money to solve the problem
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The parts I agreed to receive would have given me all of $as a refund I desparwtly need to extend the life of my coop so I took replacement parts for the most damaged items that have literally fallen to pieces in weeks I wasn't going to get a full refund or more than $for parts, which is why I contacted the Revdex.com Bottom line: this coop and run should NOT be falling apart after only short months of use
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The seller replaced only some parts not all of themThe
parts that they did replace are in assorted colors and materials so the coop that we have now looks like a clown house and requires complete re-staining The one part that they referred to as being replaced later is the ridge cap which is, in fact, crucialWithout it, the coop leaks which is what we are dealing with now Additionally, they refused to replace any parts that were chipped or cracked stating that they don't replace aesthetics For most pieces that they refused to replace, they stated that we should be able to fix them and reattach support beams Again, this is a NEW product that we have to purchase additional materials for to make it acceptableI have a long stream of emails where the sellers make suggestions about parts and materials that I can buy to make the coop betterThis is a new product and I should not have to purchase additional parts to compensate for the chipped and broken piecesThe construction is extremely poor and the materials used our weak and substandardThis coop and run will not make it through the winter The seller agreed to "refund" my money for the coop minus the initial shipping charges but I had to ship the coop back to themIn other words, I would spend $plus the initial $shipping, so $total, to be refunded $for a terrible product Then the seller states, "we lose too!" ?!?! That makes no sense!The sellers have a great deal of positive feedback on their website, which is what I went by when I purchased the chicken coop and runI don't know who left that feedback but the coop I received is nothing like what was detailed by others It is a terrible product that will need to be replaced within the yearComplete waste of money! Sincerely,*** ***
Sincerely,
*** ***

The customer has filed a dispute with her card holder and has received her money back and has refused to ship the coop back.  It is illegal to keep an item along with a charge back.  A Local attorney in customers area has filed a judgement in Carroll County courthouse to proceed with...

retrieving the funds.

Complaint: [redacted]
I am rejecting this response because: it is incorrect. I was never refunded. I have an email to the business...

where I stated this and they said they had strruggled with the refund. I was told they would need to "manually push it through a another way." That was on February 6. When I never received the refund, I sent a follow-up email asking for a status, but what I got in return was an email complaining about my negative Yelp review. I emailed again about the status of my refund and got no reply. 
Sincerely,
[redacted]

Per protocol we have now asked the customer to submit photos 3 times. This is stated on the website under our terms and conditions. He did email ONCE late on may 9th, I responded right back within 5 mins. neither time did he include an order number, date or the model of coop he purchased. He...

happened to call around 9 am on Wednesday while I was out running an errand with our 3 year old. I let him know right away I was away from my computer and wouldn't be able to pull up his order. He didn't quite know when he purchased the coop nor the exact model. I referred him to our policy via our website. The ONLY reason I mentioned the hardware store was that he said he was using a bent piece of hardware that was contributing to the warping. I let him know he could purchase the new hardware and if he submits the receipt could get a refund for the purchased hardware. I did let him know we could also work to get some replacement parts out to him once he had submitted photos with order information. He then hung up on me. I did the best I could with the information that I had at the time of the call. I followed up with an email as soon as I was home and attached all terms and conditions so he could review them as well. If the customer would like replacement parts he may submit the photos as previously requested. If it is outside of our typical replacement time frame we are always happy to still help with replacement parts but do ask that the customer covers the cost of shipping.

Complaint: [redacted]
I am rejecting this response because: My complaint concerns not the way in which the coop was shipped a week a part.  It concerns the quality of the coop (to include the various broken parts) and the customer service we received after we made our unhappiness with the product known. The email traffic between the business and myself will show that I immediately sent photos and simply asked what could be done.  The business responded by asking, "Would you rather have a little compensation for the damage?" (6/14) I said that I would like compensation for the damage, and then sent further photos and description of damage (6/20). Then again on 6/20 the business said "Yes we are more than willing to compensate you for the damage." Even after the numerous emails and phone calls which became increasingly negative there simply was no resolution. Communication with them became so negative (disrespectful) that we had to stop. It was clear that the business was not interested resolving the issue.  This business is taking advantage of their customers by 1.) selling a terrible quality product for far more than it's value which is fairly misrepresented online by glowing reviews and questionable specs 2.)awful customer service in which they are unwilling to help customers resolve simple issues like broken parts 3.) not allowing for customers to adequately research their business by operating under two different name (i.e. chickencoopsnw.com & all true reviews under myurbandfarmers.com).  They do not allow for any less than perfect reviews on their website or FB page, leading the customer to believe that they are an A+ family business. The coop continues to fall apart and we will have to replace it within the month which means that my family is short $598 due to this mess.  To us it is simple, provide a quality product and take care of the customer and unfortunately this business does not care to do either.  In short, I believe this business is operating unethically by selling a product from China, branding it as their own, and then mistreating any customer who has a sense of their dollar's worth or who cares to hold the business accountable for offering quality product (i.e. don't send a broken product and not be willing to immediately resolve the issue). For these reasons we filed business fraud with our bank and reported them to Revdex.com.
Sincerely,
[redacted]

Customer contacted us after she had been using her coop for 6 weeks. We let her know up front if she wanted to return the wheel kit she could as disclosed at checkout and agreed to by the buyer as well under the terms and conditions we do not pay for return shipping. She let me know she had the...

wheel kit for a few weeks and had thrown the box away. We have had many people use a wheel kit on these. She decided NOT to return the wheel kit at that time. At this point she has had the coop since the beginning of June (I believe right around the 1st) so almost 10 weeks. We agreed to replacement parts the ramp, the front portion where the door is and new roofing panels. I let her know that the return policy is in fact within 30 days. We are obviously quite far past that and cannot take a coop that has been used back. She said she understood and agreed to replacement parts. We are looking into sending stain for the mold, and can touch base about that in about a week. I always advise if there is mold that cleaning would need to be done, as mold obviously spreads very quickly once it has formed.  As customer has already agreed to replacement parts and we are over 45 days past the 30 day mark will not be issuing a refund or taking the item back on return. Parts have already been packaged and are awaiting shipment.

[redacted] contacted us after she had had the coop set up and using it for over 6 weeks. (7 weeks from the time she received it). Her initial email contained no photos and was quite rude. We requested photos as well always do to better gage what was going on with the coop. She did send those but at the...

same time demanded a refund to which I pointed out the terms and conditions she agreed to at checkout. Which is replacement parts within 30 days of receiving the coop (that we provide at our cost) outside that time frame we will provide the replacement parts but ask the customer to cover the shipping costs. We do offer to pay for the return shipping which is disclosed at checkout. I told her she could ship it back, I did not say it needed to look new but it did need to understandably be cleaned and re-packaged. I let her know that even though at that point we were getting close to a month outside the 30 day return period we would make an exception for her. She wasn't agreeable to this. I let her know at the beginning of June as her particular coop was a limited edition color we didn't currently have replacement parts and would be sending them when we had them. We JUST got replacement parts in around July 10th but it coincided with us being out of town. Any suggestion or recommendation or options I have given this customer has been turned down. She did attempt to leave negative posts prior to even contacting us which were removed by the moderator. We have many happy customers as well. If she would like replacement parts we are happy to provide those.

Customer has been refunded and sent receipt. Customer disputed transaction then lost and now has tried to recover other options.   Not sure what else to do.

Replacement parts were shipped early June. Customer emailed and acknowledged receiving them.  1 part not crucial but will be replaced when we have them ready to ship.