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
“Paid for express delivery but had to wait 5 days which was very dissatisfied by myself. Absolute robbery the delivery price has it was clearly not express. The item I received was good but box all damaged.”
Hi Andrea
Thank you for your feedback.
I have checked your order details and can see your order was placed with us on Saturday the 16th of July. As we do not work over the weekend, your order would not have been processed and shipped from us until Monday the 18th.
Your order was dispatched from us on a 24-hour Xpress delivery. I have just checked the tracking information and can see that this was however delayed for a day, and delivered to you on the 20th. I have refunded the £6.99 for you today.
Apologies for any inconvenience caused.
Kind regards
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
“I was looking for a sturdy carrier for my Pom puppy to get her to and from vets and used to the car so shes not loose. She is tiny so I ordered the small. I was impressed with how sturdy this is and large enough to not have to buy another one. I let her play in it before we strapped her into the car, as theres mesh on all sides and she could see, she settled in no time. So easy to put up, easy to use and brill for my puppy to travel in. One of the better ones Ive used so far. Fab all round carrier. Would highly recommend.”
“The products ordered were of good quality,the first lot i ordered the wrong size and these were duly refunded but please note return postage is the senders responsibility,the correct size was duly ordered and this i feel is where Hugglepets are badly let down hence the 3 stars. The courier service they use,YODEL, are absolutely apalling first order left on the doorstep in full view and no card through the door the next order my wife waited in 3 days and still no parcel or card throgh the door. I fairness to Hugglepets the online customer service was brilliant but again we were tolld that YODEL only try to deliver 3 times then the parcel stays at the local hub for 7 days and is then returned to the supplier who in the case of Hugglepets refund your money LESS THE POSTAGE.My advise would be to order via Amazon and hopefully get a better delivery service.”
Hey Philip. I am so sorry to hear that you feel this way, but would still like to thank you for the comment about our customer services. We do appreciate it. We do not offer free returns for unwanted items. Our courier, Yodel, make 3 attempts for delivery. If the parcel is not collected from the hub within 5 days, the item then gets returned to us which we are charged for. Kind regards, HugglePets
