5 weeks after I placed my order for $500 in spare parts, they still had not sent the items and my order in the customer portal remained as Unfulfilled. After weeks of attempting to contact them, I get one reply stating that they have shipped the items but they could not provide tracking details.
A week later I attempted to contact them again to follow up but no response. I then disputed the transaction with my bank providing evidence that they have not touched my order or responded to me. The bank found that CTK had taken money with no intention to deliver items and refunded the money back to me.
3 weeks later, Parcels arrive at my door showing they were not shipped until 8 weeks after my order, and CTK are demanding repayment. The bank has advised that even though it took nearly 2 months for them to fulfill my order, they are entitled to my money and have reversed the refund.
Do not buy from this store. CTK was once the only company making sturdy cat trees. Now brands like Kazoo and CatTreeCo are making more durable cat trees for half or even quarter of CTK prices.