“I have only made one order so far but HugglePets were absolutely brilliant. Something I ordered was broken so they informed me straight away and asked whether I wanted a refund or to have it sent out when they had more stock. I will be a returning customer 😃.”
Thank you for your valued 5-star review, Joseph!
We are so pleased to hear you had a good experience, regardless of receiving a damaged item :-(
Thank you very much for your understanding. Kind regards, HugglePets
“Wasn’t very happy with this purchase , both items were not right , the dog cage was damage with a large crack and the feeding flask was sent out as the wrong size .
It took a while to get through to customer services via the internet and over the phone . Had to convince the customer services to sort out the return including costs for postage .
Item sent back the next day via Evri had the inconvenience of having to travel to drop off , the postage label didn’t work and was difficult to print of , not in A4 format had to print from screenshot
As over a week not heard from Huggle no refund raised via clearpay had to chase ,
Only after phoning agin today I was informed item has been received to there hub but hadn’t been processed.
Due to the complex and stressful experience I will not be buying from Huggle again”
Hi Amanda,
Thank you for your feedback. I am very sorry to hear that you feel this way.
I have monitored all telephone calls as they are recorded, and I have checked all email correspondence between you and our customer service team.
As stated in our recorded message before you are given the option to choose whether you want to be put through to the retail store, or office for online orders, it states that if you have placed an order on any other platform other than our direct website you will need to contact the team directly on the platform that the item was purchased on. As you placed your order on our website, HugglePets, we were able to look into this for you.
We kindly requested images of the barcode on the item which you reported to be incorrect, in order for us to see what item you have received. We also requested images of the damaged item, along with the packaging and shipping label it arrived in as this information is requested from us by our courier when we report that the item arrived damaged, as it would not leave our warehouse in this condition.
When we received the image of the feeding flask from you, we were able to confirm the correct item had been received, however, I do see that our advertisement did contain that the bottles were "Red or Black" and that they are sent at random unless requested otherwise. the advertisement was changed between the date you placed and received your order, and updated to the new colours "Blue or Black". We can confirm you received the correct item.
We do not ship out damaged items, they would simply not pass the quality inspection. In the very small chance items do get damaged in transit, we do require the following information - Photograph of the damaged item, the packaging the item arrived in (including the shipping label). Once you sent this information through to us, we kindly asked if you had a printer in order for us to provide you with a pre-paid label for the item to be returned. Once you confirmed this information, a label was provided.
As stated in your telephone call yesterday evening at 14:55pm, the item had not yet reached us, it had just arrived in Hermes (Evri's) local depot and we should expect to receive it later this week. Once it reaches us you will be refunded.
Thank you
HugglePets
“Extremely pleased with this company I ordered some dry dog food approximately 1 on a Monday afternoon it was with me by 3pm on the Tuesday (following day) all the way to Scotland highly recommended”
“Totally one of the best cages I have bought, strong, very sturdy, easy to put together, great size ,,even better price, Archie loves it best quality for a great price”
We really hope Archie loves his new cage! We are so pleased to hear this, Isobel, thank you so much for taking the time out of your day to share your valued 5-star feedback with us. We hope you have a great day. Kind regards, HugglePets
“A great choice of products,good prices & quality.Fast efficient service. I have been using hugglepets for a while & have never been disappointed with either the service or product quality.5*”
Hey Tracey! Thank you so much for your valued 5-star review, and lovely comments! We are so pleased to hear this, and love the fact you are a regular customer! We hope you have a lovely day, and will speak soon! Kind regards, HugglePets
“Received my hamster cage and it was damaged, completely smashed in the box. Arranged return, which was me taking a massive box I could hardly carry to a collect+ shop, to then be told the returns label they had to print was out of date, so not I've had to bring the box home and email hugglepets for further advice and assistance. Absolutely unacceptable how this has been handled and I'm now out of pocket for a broken hamster cage, petrol and time trying to return it to get my refund!!!”
Good morning, Hollie.
I am very sorry to hear that you feel this way. In the very rare instance your item arrives damaged after being in transit, we require photographs of the item with the damage shown, along with the box it arrived in and the shipping label as this is requested from our courier in order to raise a complaint within 7 days.
After you sent us all the requested images, we asked if you had a printer so we were able to provide you with a pre-paid label. You advised us that you didn't have access to a printer, and requested a printed pre-paid label to be sent out to you or if we could arrange a courier collection.
A collect+ label was then supplied which does not require to be printed as it can be printed in the chosen store, this label must be used within 7 days otherwise it will time out. After this, you advised us that the item was too large and that it would need to be collected. Sadly as a label had already been provided we were not able to arrange another return. This was issued to you on the 9th of May. On the 14th of June, you informed us that you attempted to return the item with the pre-paid QR code but it was sadly "out of date" this would be because it had exceeded the 7 days. As a gesture of goodwill due to the item arriving damaged, and the lengthy process, we decided to arrange an alternative return by arranging a courier to collect the item directly from your home on your chosen collection date.
Once the item is returned back to us we will get this refunded as soon as possible.
My apologies for any inconvenience caused.
Kind regard
HugglePets
