“Can't fault Huggle Pets for their service. The product arrived surprisingly quick and well packaged. The silencing mat I purchased didn't work as effectively as I hoped and I ended up replacing the pump altogether for a much quieter one in the end but this not a reflection on Huggle Pets themselves as distributors.”
Hi Megan, as shown in the image sent across by yourself this item is labeled as "Black Silica Sand". Granted, the front of the packaging states "Aquatic Gravel" however, the manufacturer, Aqua One, also brand the item as 'Black Silica Sand" as shown in a screenshot sent by our customer service team. We were able to confirm you received the correct item from the barcode shown. If you do not require this item you are more than welcome to return it back to us for a refund. Apologies for any inconvenience caused. Kind regards, HugglePets
“I ordered a hatching basic kit for a snake which was ment to include a heat mat etc for snakes instead I received a millipede starter kit, no heat mat included. So had to go out and buy a heat mat seperatly for my son's snake. I wrote to hugglepets about this but I'm still awaiting a reply. That was a week ago now”
Hi Kim, thank you for sharing your feedback with us. I am sorry to hear this. I can see we responded to your email on the 22nd of April. Please can I ask you to get back to us at your earliest convenience so we are able to look into this for you? Kind regards, HugglePets
“The order was incorrectly filled and then to return it I had to drive 10 miles to a pick up point. In these days of high fuel prices, this is not acceptable.”
Hi Keith, I am so sorry to hear this. If you are still having problems returning the incorrect item supplied, please could I ask you to contact our customer service team at sales@hugglepets.co.uk, they will be able to help further. My sincere apologies for any inconvenience caused. Kind regards, HugglePets
“Really pleased with both products I purchased from HugglePets one was a Julius k9 harness in Neon yellow 😍 looks great and fits perfectly on my old English bulldog and also brought a bone which she loves aswell , thanks so much super fast delivery aswell 🤩”
“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
“This is our first time using Hugglepets. We got a large Champagne Settee for our dog Olive. I must say the quality of the product along with the customer service is excellent. Olive lay in the the settee and fell asleep straight away. We were overjoyed. We will definitely be using Hugglepets again for our animal needs.”
Hey John! Thank you so much for your valued five-star review and kind words. Olive is beautiful! We hope she loves her new bed. See you soon, HugglePets
“Fantastic service and fast delivery really helps you can pay through clear pay as in my case my filter broke unexpectedly so couldn't really afford to spend money on buying a new one straight away so helps paying in installments”
