On 6/10/23, I submitted the problem to the Returns form of the site. Sent follow-up emails 6/5/ and 6/8 with no response. I sent emails to on 5/29 and 5/31 and finally got my 1st and only response on 6/1/23 stating they would try to rectify the problem and asking for photos. I did some research and also came across the 480 #, and the same happened when I called it. I called ************ several times, but the line just rang numerous times and then disconnected, with no chance to leave a VM. On 5/23/23, I messaged the company through their Contact Us form on the site, explaining the situation and asking to be sent another middle perch with the correct length s**** I also attempted to call the number on the site, which is different than the number associated with the company here on BBB. The male s**** on the middle perch is not long enough to reach and s**** into the female end of the base, therefore preventing my cats from being able to access the highest perch. I received my order on or about 5/21/23 and attempted to assemble on 5/22. I had previously ordered from this business and was pleased with the product. On 5/14/23 I ordered a Large Cat Tree (Item ******) from Newcatcondos.
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