Do you agree with New Cat Condos's TrustScore? Voice your opinion today and hear what 21 customers have already said.
New Cat Condos is an online company. Based on 21 reviews on TrustPlane, it has an average rating of 1.3 out of 5 stars. Last reviewed February 14, 2026.
False advertising. Its listing said it had strong durability, and was for large cats. My cat is 18 years old and 11 pounds. The cat tree didn’t last 6 months. The top bed broke due to a design flaw. They won’t return my calls, texts or emails. Total scam.
Cat tree arrived with broken wood poles. The tunnel part was wobbly because the wood had cracked near the screw. It became so wobbly that I tried to screw it off, but it wouldn't come off either because the screw had come loose in the wood. Owner didn't respond to online help request. I found a number and texted it. First they tried to blame me for the fact that I had to pry this super wobbly tunnel off in order to either return the product in a normal box or get it to the dumpster. Then they just want to send me a replacement tunnel when I can't get the broken off screw part to unscrew because there is no place for a screwdriver. Then I notice the wood is cracked in two poles also. I finally got in touch with my credit card company after texting back and forth with this owner for a week, and the best they could do was 35% off a future order.
I purchased cat trees from them that were the wrong color. I've reached out to the company via email, phone calls, texts and the form on their site under their return policy to return the items. It has been two weeks and the company has never responded. They used to be a good company, but something has changed. The quality of their cat trees and pet stair is now very poor and there is no customer service. I received an automated email to review the items I purchased, but my reviews were not posted on their website. I requested a chargeback from my credit card company and I also filed complaints with the Better Business Bureau and the FTC.
Ordered what was supposed to be a heavy duty cat tree weighing 55 lbs. Received flimsy poor quality tree that probably weighs 25-30 lbs and wobbles. Carpet cheap. Customer service doesn’t answer phone and emails are not answered. After seeing so many review like this how are they still in business????
My cats were afraid to climb the tall cat house, as it would shake and not seem solid. This was after we made sure parts were screwed in fully. I sent to emails with these concerns, and never received a reply. The trees aren’t cheap, so I’m beyond disappointed. They obviously do not stand behind their products. Avoid!
Ordered a small cat condo thinking it would be good quality. When it arrived it smelt heavily of formaldehyde, was shedding pieces, and had screws misaligned in dangerous ways. I tried reaching out to customer service but they're not responsive. YOU WILL LOSE MONEY IF YOU BUY FROM HERE. It's also not safe for any pets as well. I wish I read other reviews before buying as they pretty much say the same thing.
Bought a tower about 5yrs ago, was happy with that one. Fast forward to last month, no where near the quality of the first one, Carpet falling out, lighter weight materials, just not the same as the exact on i replaced.
Been purchasing New Cat Condos since I adopted several cats during the pandemic. I like the carpet and they are one of the few companies that still make full carpet. My cats love them and I have 3. I’ve read reviews about quality but I’ve never had an issue. The reality is the cats scratch them causing where and tear. I did purchase one from another company and it was sloppy. New cat condos are legit. They are American made in Phoenix. If you’re local you’ll get delivery!!!
Since this company evidently moderates and refused to publish my critical review on their website, below is my review of the "Deluxe 84" Cat Tree:"The base is neither heavy nor wide enough for the size and weight of this tree, causing the top two perches to wobble precariously when my cats climb between them even though the posts are fully tightened. I have bought multiple cat trees and stairs made by this company through other vendors, all of which I have been pleased with, but would never again purchase any of their products after this experience, much less directly from them. This shoddy excuse of a tree is an accident waiting to happen, but between restocking fees and return shipping costs for an 89-lb. package, it isn't worth trying to return. I'll just have to remove the top two perches, which totally defeats why I bought such a tall tree in the first place. A relatively expensive lesson learned--let the buyer beware.
I believe they are a rip off. After I ordered the product I noticed they didn't have a contact phone number or address. I sent them an email cancelling the order. I also froze my credit card. I'll see if they ever reply.Update: They did reply and say they were refunding my account.
These people are simply thieves. I did not receive what I ordered and after multiple emails, they accused me of lying and then no more replies. There is a reason they don’t have an address and phones number on their website or anywhere else. They should be jailed.
This company does not respond to emails or phone calls if you need to return anything or receive a damaged product. Don't buy from them.
Terrible quality cat tree and falling apart. Company won’t respond! Carpet falling out all over the place. How can they stay in business?!
Absolutely Terrible! They boast American Made however these products look like they were thrown together by cross-eyed monkeys. This particular review is for two tall scratching posts. One was perfect and the other has a cracked bottom/base and the post itself is wobbly and unstable and the base teeters on the wood floor. I sent 3 e-mails with a video and a picture of the damage and I have called several times. They never answer the phone and theres no answering machine. It just rings then disconnects. I’m sure I’m not the only infuriated customer. The item was shipped damaged/defective because the box was pristine when it arrived. Absolutely unacceptable! They actually have the audacity to send a link to review them but mysteriously an unfavorable review never gets published. They only post the favorable reviews. These people probably laugh all the way to the bank at their customers expense. Despicable business practice!
I ordered an expensive ($1,399.99) cat house/tree from New Cat Condos on Dec of 2022, and after waiting for almost two months (note that the item was advertised to be already “ïn stock”) I received a low quality product and full of defects, which is not acceptable for such an expensive item. The carpet’s quality is of low density which will likely translate into less durability. I can see the exposed carpet backing on the wrinkled areas (which looks ugly), as well as when I slide a finger on the carpet. Notorious craftsmanship defects include an ugly crease around the tree trunk which looks like a scarf, and the fact that the pagoda on the top is off centered! Also, a space was left between the tallest pillar and the neighbor platform, so it swings. There are many exposed and loose staples making it a CHOKING HAZARD for the cats and for my toddler. I have a cat tree from another company called “C&C Cat Furniture”, which is of obviously superior quality (e.g. the carpet quality is way better).They also advertise that “This product ships on a pallet”, but the item was inside the delivery trunk without any kind of protection/packaging so beneath the base it was full of dirt.Based on the description of the product I was expecting good quality, but this was an expensive, low quality item. People should know what to expect before buying from this company. They don’t respond to my messages and nobody answers the phone. It’s not fair paying this amount of money and receive a product with all these quality issues. I will never buy from New Cat Condos.
Their product is of poor construction and design. The bottom level is tipsy and not fully secured. At the price we paid I did not expect something of extreme quality, but I also did not expect to have to modify the thing to have it be sturdy enough for use. Better quality can be had for the same money. I wouldn't buy another product from New Cat Condos.
Used to be a great company. We placed a few orders over the years and were very satisfied with both the company and product. Prior to this past order we noticed the carpet appeared much thinner vs in the past. This time we did not even get the product. First we ordered two items, their website states I believe 10-15 business days for shipping. When it was getting close to the shipping date, and after it, I called the company several times, each time I received voicemail, never a live person, I also sent numerous emails. I received an email there would be a delay in delivery, but when I tried to inquire how long the delay would be, I never got any response. I then informed the company I would dispute the charges with my credit card company and leave bad reviews, again no responses. I canceled my order via an email request and asked them to contact my credit card company regarding the same, still no response. I did not check any websites for reviews prior to placing this order based on our past experiences. If you are thinking of using them I would steer clear.
The cat trees are ok. I would highly recommend not buying from their actual website. Absolutely HORRIBLE customer service. Nobody ever answers the phone or returns your calls. I recieved a damaged tree with missing parts. I called for days and days. I emailed them repeatedly as well. Never got a call back.. Took 6 days to get a email response. Another 3 days to recieve a return label. I am still waiting for my refund after over a week that they recieved it. Trust me and buy from another site such as Amazon or wayfair if you desire their product where the customer service is much better. I will never buy a product from New Cat condos ever again!! Such a headache. Thieves will keep your money even after repeated emails and calls about my refund. Check BBB complaints on this company. Seems to be a ongoing thing.
About a year ago, I purchased the most expensive New Cat Condo at over $1k and expected to be bedazzled. It was ok but arrived with subpar carpet that was so thin in spots that I must now replace it. The company claims to make their products but I see the exact items of the same quality construction, design, and colors being advertised under different brand names at much lower prices. This makes me wonder exactly where the items come from considering the strong chemical smell upon delivery. Probably the worst thing, though, is the pathetic customer service. I have left 8 voicemails and sent so many emails that I have lost count regarding a prospective purchase of another product. I've heard nothing. The sheer non-responsiveness tells me to buy elsewhere at lower prices and lose the customer service nightmare.
I bought a cat tree from New Cat Condos. The pictures makes the trees or condos are well built nice thick carpeting. Nice heavy sturdy well built. But NO they are junk. Haven't talked to the company yet. I emailed as soon as it was out of the box. I got better ones used at goodwill. I would have bought that brand but they are not marked with a brand. I was fooled into thinking I was getting my little buddies a great play/napping tree. Very disappointed. The carpet is so thin you can see all the backing of the carpet. I don't know if it's real wood under the carpet if so it's so thin. Very wobbly. Only good thing I the rope on it. My cats will use a used condo and new condos but hasn't touched this one in the 3 days it's been set up. Never buy online.
According to TrustPlane, New Cat Condos has a 1.3/5 rating based on 21 verified reviews as of April 2026. Source: trustplane.app/company/newcatcondos-com
