Roost & RootReviews of roostandroot.com

Response from Roost & Root· Jun 17, 2026

This was difficult for us to read, but thank you for taking the time to leave us a review. Although you are unhappy with our product, I hope you know that we take a lot of pride in what we do and that we are grateful for all of the customers that choose our coops. I am not sure what numbers you are using to determine the number of birds that fit in our XL Backyard Coop, but we consult with the poultry science department at Texas A&M University to set the standards for each coop's capacity. We are sure there are differences of opinions on the subject but they have been a trusted consultant to us for the 13 years we have been in business and stand by them on this issue. Would you be willing to let us offer some additional assistance in regards to the assembly issues? We build all of our coops in batches and in your batch (1319) there were 5 other Backyard model coops. We have not had any issues with the other orders in your batch. It's possible that there is some confusion with the instructions that we could clear up or other advice we can offer. I have been assisting with assemblies for over a decade and I have become fairly skilled and identifying and solving issues at this point. If for some reason there is a mistake that was made during fabrication that was isolated to your order, we will fix it free of charge and ship within 24 hours. I see that you placed your order on Sunday April 19th and we shipped it out to you on Tuesday May 5th. I'm surprised to hear that you're disappointed with that turn around on production. I don't think you'll find very many hand made products that can take an order, build, and ship much faster. If there was language on our site that lead you to believe it would arrive sooner, please let us know. We are always looking for ways to improve communication. We hate to have unhappy customers. Everyone here puts a lot of thought and effort into manufacturing a good product and getting it to our customers as soon as we can. You bought your coop recently and certainly still qualify for the ability to return your coop under our policy. If that's the route you'd like to go, please reach out to us and we can begin the process. It has happened a half a dozen or so times with the 10,000 plus coops we have shipped out, but there are times where our product is not a good fit for a customer's needs.

Response from Roost & Root· Apr 17, 2025

First, thank you for purchasing one of our Stater Coops. We are grateful for your business. I appreciate you bringing this to our attention. Any time we see a review like this it stings. I promise if we had heard from you about the issues we would have made an attempt to resolve them. We understand the expectations that come along with purchasing our products and our customer service department is committed to fixing issues of this nature on our end. Would it be possible to send some pictures or get some more details on what the problems were? Anything you could show, or tell us would help. You can reach me personally at [email protected]. Thank you for choosing us. I hope we can figure out a way to make you happier with your coop.

Response from Roost & Root· Aug 7, 2023

Hopefully the 96% of our 596 reviews that have been either 4 or 5 stars are proof enough that your characterization of our product is (to put it as politely as I can) misleading. We simply would not have a business, let alone be successful in year 10, if what you claim is true. I'm not sure there was a thing we could have done for you to end up somewhere other than a review that was intended to do us harm. For years we bent over backwards to try to get to a point where you felt happy and served by our coop. Replacement parts were sent. Additional materials were sent. Repeated customer service calls and emails. It is one of the founding principles of our business. Unreasonably generous customer service. In sprite of how this played out between us, we will continue to behave this way. We believe it's the right thing to do when you enter into a partnership with a customer and we won't let this discourage us moving forward. Buyer's remorse is real. It is rare for us, but it does happen. There are times a product is not a good fit for a particular customer. While that can be disappointing, we try not to take it personally. However, the idea that our coop is cheaply made is not factual. We have committed and highly capable workers in our shop that pour themselves into building product for our customers. Every piece of wood in our coop is Western Red Cedar milled from the northwest of the United States. Western Red Cedar molding after a single rain is not honest. All of our wire is 16GA galvanized. All of our roof metal is American made 26GA 5V galvalume. American made twin wall corrugated plastic with custom added UV inhibitor for the storm panels. American made HDPE for the waterer and feeder brackets. Anyone that would attempt to source these materials on their own would quickly find your comment is misguided. We tried our best to make the relationship work and that was probably the biggest mistake we made through this entire process. After years of attempting to help we broke our own policy to refund the purchase of your coop completely, build a shipping crate for you to return your coop, pay to have the crate shipped to you, AND pay to have the coop returned to us. The only cost to you for nearly two years of having our coop was the original cost of shipping. That is the only part of our documented return policy that we did not break in an effort to accommodate you (which was explained via email). Certainly wish it had gone differently, but unfortunately I do not believe that was possible. If we can agree on anything it is that this finally coming to its inevitable end is a good thing. Hope you find what you are looking for in a coop. If it brings you any joy (it certainly did for us), we were able to find a local family to gift your returned coop to as a donation. We went to their property, assembled the coop, and it now houses their 10 birds. They now distribute fresh eggs to the neighborhood courtesy of their flock. If I could post a picture here I would.

Response from Roost & Root· Jul 20, 2023

We feel terrible about your experience, Mr. Griesinger. When I heard from you a few weeks ago about resending a feeder support bracket you said everything was great. Where did it go wrong? I wish we had heard from you about the quality issues before now. We are committed to replacing any parts that may have been damaged during shipping or do not match our standard of quality. Is there anything we can replace for you? We put a lot of time and effort into sourcing our western red cedar from the best mills in the US and negotiating lowest price possible. We recognize that we have a premium priced product, but I promise is a direct result of the materials we put into and the people we hire in our shop to build your coop. We're always surprised to see this sort of feedback isolated to a single customer in a batch since everything is built at the same time, from the same lumber package. I will be sure to reach out via email to see what we can do to help. We want you to be as happy as the majority of our customers. Please know that our offer is always to replace panels that are unsatisfactory. Thank you for taking the time to leave us a review.

Response from Roost & Root· Apr 24, 2023

I am so sorry, Kimberley. I thought I had come up with a good solution to solve your issue. I had no idea you were so unhappy with the bracket we sent. I would have tried something else immediately. Maybe I did a poor job of explaining how it would attach, or maybe I didn't fully understand the issue I was trying to solve. I apologize. I am sincerely grateful for all of our customers. I am truly sorry that I have made you feel this way. This is completely my fault and I will do whatever is needed to fix the issue. I will reach out via phone and e-mail. Edit: We do appreciate the upgrade to 2 stars. I hope the effort we have made in response to your trouble has been noticed. We are still committed to making things right. I hope the gift card to the local hardware store was helpful. I am still happy to send you the custom strips of wood to ease your concern about wind. The offer to return your coop for a full refund still stands, as well as the offer to build you a completely new coop from scratch. We still want to work with you. I understand your disappointment and I do not take my responsibility to you as a customer lightly. I feel like I have made every offer I can to improve your situation. Other than saying that I reached out, none of those gestures were mentioned. I feel like it's fair to say I have done much more than simply reach out to you. We are not perfect. We do make mistakes. However, I will put our record of making things right for our customers over the last 10 years up against any other business. We want to help. In response to your problem with the waterer bracket, we are going to do a complete redesign on the part. We did a remodel on the Stand Up coop that you purchased in the fall of 2022. The main goal was to create fewer, larger panels in the hope of cutting down assembly time for our customers. In addition, we incorporated recycled HDPE plastic from a US vendor into the waterer and feeder supports. We believed it was an improvement from the previous wooden versions. We do not accept failure from our parts, so even though yours is the first to fail since October of 2022, we are going to start on version 2.0 of the support as soon as I am finished with the response. It will ship to you by end of day today. Thank you again for your feedback. We will use it to improve.

Response from Roost & Root· Aug 23, 2021

Wish we had heard from you before seeing this review, Diane. We want all of our customers to be happy. Every model of coop that we sell is here on the property filled with our own chickens. We don't just build our products. We are experts at using them as well. I think our reviews show that we are eager to help customers through issues. The support phone lines stay open through the weekend so we can assist with assembly and chicken keeping questions. I don't see your name in our order database but it looks like there was a family member that ordered in April of 2020. I wish we had the opportunity to work through some of these concerns. Our products and our customers mean a great deal to us. If we knew you were having trouble with your coop, I promise we would have made attempts to help. When the company set out to design the Round-Top Backyard Coop, which is the model you own, we consulted with the poultry science department at Texas A&M University. Their recommendation for nesting boxes was one for every six birds. The Round Top Backyard Coop has two nesting boxes because it is a modular coop that can expand from a six bird coop in its standard form to a ten bird coop when you add a run extension. The University's recommendation in regards to roosting space was 6 inches per bird. The Round Top Backyard Coop has two 33 inch long roost bars. At ten birds, that allows for six and a half inches of roost space per bird. Ten birds (and sometimes even more!) fit comfortably in our Round Top Backyard Coop with the added run extension here on our property. The order I see on file doesn't have a run extension, so we would advise that you limit your coop in it's current form to six birds. The strongest recommendation from the professors at A&M was to prioritize ventilation. This is why we chose to use the wire mesh for the floor of the roosting area. It is also why we designed the storm panels to have gaps along the edges. Closing off air flow for your birds can create a number of health problems. We have over 5,000 Round Top Backyard Coops circulation all over the US. Our waterer design has remained the same since the original release of the product eight years ago. We've had great success. We always advice people to remove any other source of water from the coop when training their birds to switch to our design. If another source of water is left for them the birds will go to the path of least resistance. To be fair, our feeders do tend to clog with certain kinds of feed. I'm not sure which brand or kind of feed you are using. We may have some advice on a brand you could switch to that would allow for better flow to your birds. We are grateful for your business and that you chose us last year during the height of the pandemic scare. We are proud of our coop, but it seems like our product might not be a good fit you and your birds. That's disappointing for us, but we want you and your chickens to be happy. I will reach out and we can start the process of getting the coop returned and you fully refunded. I'm not sure the e-mail we have on file will reach you. If it does not find it's way to you please feel free to reach out to [email protected] or to call us at 877-741-2667.

Response from Roost & Root· Jan 26, 2021

Aaron - Thank you for bringing this to our attention. I promise if we had known earlier we would not have let this problem go unattended. Please know that we are committed to resolving your issue. If we have to send you new roof metal, or any other parts we will do what is necessary to stop the leaks from continuing. We understand the expectations that come along with purchasing our products and our customer service department is committed to fixing issues of this nature on our end. We would love the opportunity to take care of this for you. Would it be possible to send some pictures of where the water is coming into the coop? Anything you could show us would help to identify the point of failure. You can reach me personally at [email protected]. I look forward to hearing from you and getting your coop back to functioning properly for your birds. Thank you for choosing us. We will make this right.

Response from Roost & Root· Jul 22, 2020

We feel terrible about your experience, Stacy. I feel badly that we did not hear from you before now. All of our builds go out in weekly batches, we're always surprised to see this sort of feedback since everything is built at the same time in each batch. I will be sure to reach out via email to see what we can do to help. We take quality and customer satisfaction very seriously. Our offer is always to replace parts you are not happy with. Thank you for taking the time to leave us a review. We will use this as an opportunity to get better.