Hey Tara. Thank you for your 4-star review. I am so sorry to hear that you feel this way. For stock we hold for different suppliers this information is given to us. Could you please advise me which item, in particular, you are referring to? We can then have a look into this. Thank you, HugglePets
“Product as described. Good quality and sizing correct.
Only downside was pad for express delivery as needed it urgently, but it took a week to arrive.”
Good morning Helen,
Thank you for your review.
I am so sorry about this. I have checked the tracking information provided and can see that your order was delivered the next day. As stated by our sales team, our cut-off for orders to be dispatched on the same day is 2 pm. As your order was placed with us Monday the 25th Jul 2022 at 19:12 pm, your order did not get dispatched from us until Tuesday the 26th, to then be delivered to you on the 27th.
Thank you,
HugglePets
“Hugglepets are a good company, an efficient service. My only complaint is having to pay for return items. Due to not having the same customer experience as in a retail store returns should be free. Delivery is approx £9 and so are returns so makes it expensive. I want to order again but reluctant to pay an extra £18 if it needs returning.”
Hi there! Thank you so much for your valued review. I am sorry to hear you feel this way regarding our returns procedure. We do not offer free returns for unwanted items. My apologies. Kind regards, HugglePets
“Ordered a dog cage. Good price quick delivery. Cage slightly thinner metal than I would have liked but giant dog cages are hard to come by. Overall very happy though.”
Hi Mark, Thank you for sharing your review with us. I am so sorry to hear that you feel this way, would you like to give us more information about what you think is difficult about our website? All feedback is appreciated in order to help us improve! I can see that your order was placed with us on the 25th of Jan after our cut-off, and delivered to you on the 27th. If you have any enquiries please do feel free to contact our team either by telephone, email, or Facebook chat! Kind regards, HugglePets
Hey Jayne, thank you so much for your review! Please could I ask you to contact our customer services team? They will be able to give you all of the information you require. Kind regards, HugglePets
Hi Peter, thank you so much for your four-star review, and for your understanding in this matter. I am so sorry to hear that one arrived damaged. I can assure you that this is not the standard we expect!
All items are sent through quality control before they are dispatched from us in order to avoid disappointment, and to ensure all items are checked and up to standards! Sadly, some items can also be damaged in transit!
Please note, for any future purchases made with us, should any more items arrive in this condition you are able to forward these across to our customer service team, who will try to help you as much as they can!
Have a lovely evening!
Kind regards
HugglePets
Hi Beverly. Thank you for your four-star review given the circumstances. I am so sorry to hear your item reached you in an unusable condition, however, I am glad to hear this matter was resolved for you as soon as possible. Thank you for your understanding. Kind regards, HugglePets
Hey Greg! Thank you for your four-star review. We appreciate it! All items are checked over thoroughly by our quality control department, this is where we noted that we were not able to fulfill your original order due to a part being damaged! However, I am glad to see we managed to resolve this matter and do understand that this may be disappointing, so we would like to thank you for your understanding! Kind regards, HugglePets
