Good afternoon, Louise. I am very sorry to hear that you feel this way. As advised by our customer service team, dog toys are not indestructible, once they are damaged whilst in use they are not covered under warranty.
Our advertisement for the KONG Dotz states "Designed for light to moderate chewing. For tough chew sessions, try KONG rubber toys. Supervised use only. Remove all packaging. Discontinue use if damaged."
If you require a tougher chew toy for your furry friend, I would advise you to try the KONG rubber toys as advised.
My apologies.
Kind regards, HugglePets
Good afternoon, Lynn. I am sorry to hear that you feel this way. All size measurements are provided in our advertisement. We recommend a size big enough for your dog to turn around comfortably. This was refunded on the 14th of February. Kind regards, HugglePets
“NEVER AGAIN. The worst customer service ever. They simply do not care whether the customer has received the product or not?!? As long as it is left on the drive by the delivery driver they do not want to know, despite assuring on the website that a picture in open doorway or signature are required. 2 missing items and I am out of pocket through no fault of mine.”
Hey Rachel. Thank you so much for taking the time to provide feedback about your experience with HugglePets. We apologize that you have had a terrible customer service experience. Yodel confirms your order was delivered to the correct location and the geo-codes from the delivery match. Apologies for any inconvenience caused.
Kind regards, HugglePets
“Not received the crate yet from 14th of January. The team at HugglePets are unable to help as they are saying the item was delivered safley. I am now out of pocket. Very disappointed as the team cannot help me.”
Thank you so much for taking the time to share your experience with us about HugglePets. We sincerely apologize for the delay in your order and for the lack of assistance from our team in resolving the issue. We are very disappointed to hear how things unfolded and we would like to make things right for you.
Can you please let us know exactly what happened with the order and what we can do to make things better? We take customer feedback seriously and we want to prevent similar problems happening in the future.
“Very disappointed in follow up after I had to complain about faulty goods. Despite my requesting a partial replacement of the faulty part, I was offered a small monetary refund and the suggestion that I repair myself, along with the implication that I allowed the fault to be caused by my animal. I will never use this company again and would not recommend them to anyone.”
Thank you for your honest feedback, Elaine. We understand how disappointing it must have been for you to feel disregarded and we apologize for the experience you had with us. We are sorry for what happened and understand how it can be disheartening when a partial replacement isn't an option.
At HugglePets, we strive to do our best to accommodate our customers and their pets. We would love to make it up to you and learn from this experience.
“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
Hi there Sergio. I am very sorry to hear that you feel this way. As advised by our customer service team, you received the correct item as per your order details. The barcode on the item which you received matches the item and the barcode shown on your order as provided in a screenshot. As we informed you on the 26th of May, in order to receive the colour you want you will need to order the colour "Surf". Thank you, HugglePets
“The collar and the lead looked very cheap when it arrived and colour looked different than the one I chose. Returned the items and I had to pay for return postage . Paid 4£ for delivery and £3.50to return it. Wasted £7.50”
Hi there. I am very sorry to hear this. Sadly I am not able to find any information which can take me to your order and correspondence with the team, however, we do not offer free returns for unwanted items. If an incorrect item was supplied in error we are able to supply a pre-paid label. My apologies. Kind regards, HugglePets
“Despite always having good service in the past I’m disappointed in my recent order whereby one item was badly damaged resulting in loss of product. I was offered a 10% refund.”
Hi William, I am so sorry to hear this. I can assure you this is not the standard we expect. Our customer service team always try to help where they can. A partial refund is only offered if an item is considered usable, however, it is always down to the customer whether they wish to accept the offer of a partial refund. I am sorry to hear that you feel this did not resolve your complaint. We do hope to speak to you again in the future. Kind regards, HugglePets
“Disgusting company ordered over £150 worth of products and didn’t receive anything was told that because the delivery company says it’s delivered not caring where its been delivered to they’re not helping me with the matter so ive basically been stolen from as I’m paying for products I haven’t got and can’t afford to buy again avoid buying from here because if you have any issues they don’t care”
Hi Sumayah. I am very sorry to hear that you feel this way. We have received confirmation from our courier that your order was delivered. We have too received the GPS taken from delivery when the "delivered" scan was made, the driver who made the delivery has also stated that the delivery was accepted by "Streete". Unfortunately, based on all of the information we have received we are not able to act further on this matter. Apologies for any inconvenience caused. Kind regards, HugglePets
“Absolutely dreadful, my ornaments were all smashed when they arrived and have still had no resolution from Hugglepets. Wo t be buying from here agsin”
Hi Katy, thank you for sharing your feedback with us. I am so sorry to hear that your items got to you in a damaged condition. I have checked all correspondence sent between yourself and the team and can see that we are arranging a pre-paid label to be sent over to you. We were waiting on a response from you before we could send the label over. Thank you, and my sincere apologies for any inconvenience caused. Kind regards, HugglePets
“Placed an order online. Never received any acknowledgement whatsoever. All I knew was the payment had been taken from my bank account.
I had no idea when or even if it was going to arrive.
Fortunately it did arrive.
Very poor service. Will not buy from again.”
Hi Roger. Thank you for sharing your feedback with us. I am very sorry to hear this. Order confirmations do get sent, sometimes these may show in your spam/junk folder. I can see this has been delivered to you as per the tracking information that your item was sent out with. Again, apologies for any inconvenience caused. Kind regards, HugglePets
Hi Brendan. Thank you for bringing this to our attention. I am so sorry to hear this. Due to dispatching thousands of orders on a weekly basis on all forms of platforms, this is not brought to our attention until our customers chase their order. Can I ask you to contact us from the platform you placed your order? We will be able to sort this for you right away. Again, my sincere apologies. Kind regards, HugglePets
“Charged me 30£ for delivery from UK to Republic of Ireland. Robbery, would not reccomend. website isn't great either it moves the option you have chosen, so be careful and double check you're basket as I didn't and I was sent a large cage for a toy cockapoo ans then I was robbed for postage as I checked from my side and it was the original 12 99 and they charged me an extra 19 so in total I payed 85€ in my side for a large cage I didn't want and I was ignored after contact about the robbery for postage and when I asked for a breakdown from the company the refused to give it me, and expected me to pay further postage to send back to them in the UK after there mistake as the website glitches. I even asked to speak to a manager with proof of the 30£ postage charge and they still not have responded so instead I kept the cage and I will try to resell in Ireland as I couldnt be paying more money to send back and I would loose my 30£ postage and not receive a full refund. Very badly organised for shipping . Thanks for reading”
Hi Chloe, I am very sorry to hear that you feel this way. I have checked all correspondence that has been sent to and from you and can see that we reached out to you regarding your delivery. Unfortunately, due to your location, Brexit, and Covid-19, our contracted couriers do not cover your area. We are able to offer special deliveries, however, this would mean that the shipping costs are increased. We also have to take the size and weight of the item ordered into account, as this does effect the final price. We provided you with all the information we received from our courier including the cost of the delivery in a screenshot and you were happy to pay for this. Once you received your item, you reported that you had received the incorrect item. At this point, we apologised and requested a photograph of the item received, along with the barcode on the item so we are able to determine which item has been received. Once we received the photograph from you, we were able to confirm that the correct item was shipped out to you and it did match your order details, this was also shown in a screenshot. You are welcome to return the item back to us for a refund if this is what you require. Kind regards, HugglePets
“Very poor customer service when i alerted them they had sent me the wrong colour roof. I ordered blue and got green, which was odd as it wasn't an option to order a green one. I wasn't asking them to send another one out. I was very reasonable and wanted to let them know so in future they could make sure they check the orders before sending them out to avoid unhappy customers. I sent photos of the baby blue colour that is advertised on their website and pictures of the one i got and you could see clearly that it was green, not blue and they were arguing with me telling me i had been sent the right one and that the colour varies depending on what device you use! What a joke! Thats the thanks I got for trying to help them out hahahaha! F.A.O hugglepets reply, I did not receive the correct colour roof. I ordered baby blue as, as shown on your website, as ive already explained and got green as shown in my pictures so seems like you're calling me a liar! The colour does not vary on any device, thats a massive cop out and stupid thing to say!”
Hi Michelle,
Thank you for sharing your feedback with us.
I am very sorry to hear this. I have looked into your order and checked all correspondence between yourself and our customer service team.
From the information that you have provided, including photographs of the item and the product code, we can confirm that the correct item has been received. The photograph received from yourself shows the kennel with a blue roof.
The team informed you that the illustration colour may vary depending on the device you are using such as the screen brightness if you are viewing the advertisement from a mobile device.
I have attached photographs provided by yourself of the item and the item shown in our advertisement.
Kind regards,
HugglePets
“I ordered a large glass bowl for my grandsons birthday, however I had an email to say that the fish bowl had been broken in transit. I ordered another but this was then out of stock. Maybe this was bad luck but I was waiting quite awhile for them to let me know.”
“Item came functional but damaged, emailed my concerns and disappointment but no reply was given, then tried calling but no answer. Customer service is non existent as no one responded.”
“Cats wouldn't even go near it our dogs didn't know what it was lol and worst of all was trying to unstick it off our skirking board and when finally did get it off a load of my wall came with it so dont stick it to paintwork”
