“Bought tank with faulty filter,took ages for them to respond and when they did they kept asking for more and more video to prove it was broke,still haven't got it replaced.never again”
Hi
I am sorry to hear that you feel this way. I can confirm from listening to all recorded telephone calls with you. After checking all email correspondence, as explained, with the first footage received from you, this was sent to the supplier who advised us that the pump initially makes noise, which is air resonance, and that the air will be out of the system after approximately 24 hours. We kindly request that you wait this time to ensure that the noise from the filter was not due to this reason. After you reported this to us again, we requested further footage, to see if we could determine what the issue was and again forwarded it to the supplier in order to get their opinion. Unfortunately, during this time of getting the issue resolved from you, we received a number of abusive phone calls, and a number of abusive emails, which is not tolerated here. A replacement part was shipped to you in order to resolve this matter. Thank you, HugglePets
Hi there. I am so sorry to hear this. I have checked and I am unable to find any correspondence with your email address. Are you able to contact us, please? Kind regards, HugglePets
“Packaging left a lot to be desired. 2 bulbs squashed in too small a box resulting in one of the bulbs being broken. When I contacted Customer Services I thought they were rude and unhelpful. I got an email back which almost insinuated that I had broken the bulb. They wanted the damaged bulb sent back in the original packaging at my expense.”
Good afternoon. I am so sorry to hear that you feel this way. Please could I ask you for more information regarding your negative feedback? I am unable to find any correspondence with the email used to place your order, I also can't find any correspondence quoting your order number. Once we get this from you, I will be able to look into this further for you. My sincere apologies for any inconvenience caused. Kind regards, HugglePets
“Incorrect order sent. Trying to return. Emails back and forth, still no return process started. Huggle Pets keep saying I return it, I keep say yes that's what I want to do. Round and round we go. No one is sending me any details how to return!.”
Hi, Emma. I am sorry to hear that you feel this way. I can see you reported that you were missing items from your order, once this was reported we organised these to be sent to you at no extra cost. We were then informed that you wished to return the item, therefore we organised a collection for the item to be returned. This item was refunded once it was returned to us. Apologies for any inconvenience caused. Kind regards, HugglePets
Dear Jill, Thank you for taking the time to provide us with your valuable feedback about your experience with HugglePets. We appreciate your honesty and are grateful that you shared your thoughts with us.
We apologise for the disappointment you experienced regarding the toy. Our team at HugglePets strives to provide high-quality products that bring joy and entertainment to our customers, so it is disheartening to learn that the toy you received did not meet your expectations and only lasted for a short time.
We truly value your feedback, as it helps us identify areas for improvement and ensures that we continue to deliver excellent service. In order to make things better, we would love to hear more about your concerns and suggestions. We greatly appreciate any insights you can provide to help us serve you better in the future.
Once again, we would like to express our gratitude for your feedback and for choosing HugglePets. We are committed to continuously improving our products and services, and your comments play a crucial role in that process. Should you have any further questions or need any assistance, please do not hesitate to reach out to us.
Warm regards,
HugglePets
“Good quality products but returns policy very poor no paperwork on original order,then I send an email outlining the issue then I get a very poor response.I took this out because you were in the Wolves programe offering a misleading discount.Today I sent my dogs item back to the issuing address at the cost of over £8 pounds nearly half what I originally paid ,very frustrated with this Company to date .Shocking !!”
Thank you for your honest and detailed feedback, Christopher. We are sorry to hear about your experience and would like to apologize for any inconvenience caused. We take customer satisfaction very seriously, so we want to make sure we address all the issues that you mentioned. Please let us know what we can do to make things right for you. We would really appreciate any suggestions you may have and look forward to hearing from you soon.
“I recently bought a aquarium heater and it arrived broken...I got straight onto Hugglepets and I can say what poor customer services as it took a month to get my money back and a dozen emails.
All I can say is shocking and do not recommend to anyone, I just hope my external filter I bought also don't have problems”
Thank you very much Pauline for taking the time to share your experience with us. I am sorry to hear that it your item reached you in a damaged condition. I can see that this was refunded on the same date that this item was returned to us. Apologies for any inconvenience caused by this. Kind regards, HugglePets
“My order never got delivered so I would have to pay £7.99 to have it redelivered even though it wasn’t a fault on my end and because I paid through clear pay I was going to have to pay a % for a refund so I have needed up paying a small fee for an order I never received! Absolutely ridiculous will not be ordering again.”
“Website glitch meant I got the same order charged for and delivered twice, and was then told I'd have to pay for the return of the 2nd large item sent in error. I don't think the situation was handled well and so wouldn't recommend.”
“I ordered a dog harness and paid £6.99 for 24 hour delivery. The harness didn’t arrive for 12 days. I asked Hugglepets for a refund of the delivery charge given the delay and was told that because the Yodel driver had attempted delivery but had difficulty finding the location they wouldn’t reimburse me. I receive deliveries from Yodel all the time and the driver obviously knew how to get here when the delivery eventually arrived. I would understand a short delay but there is just no excuse for such a long one. I found Hugglepets extremely unhelpful and unreasonable - it is just not acceptable to pay extra and then wait so long and to take an intransigent stance on £6.99 is poor customer treatment. I will certainly never use them again.”
“Had to chase my order
The dog crate has arrived and it is so small my labrador won't get into it. It is marked at XL
However, I did have the measurements before - I just expected it to be larger”
Hey, Katrina.
I am sorry to hear this, I can see your shipping costs were refunded when you reported this to us.
All measurements are provided on our listing, I am however sorry to hear the crate was too small.
Kind regards,
HugglePets
“I would like to write a review on your product. Ancol Super Soft Plush Donut Bed - Grey, 100 x 100 cm
The product is not fit for purpose due to the quality and I feel customers need to know this as it was a waste of my money. I don’t want this to happen to other people:
I need to let people know who purchase it that the material is not adequate. Its so thin, It’s nearly transparent! My 5 month puppy suckles…gently on his bed…Then within 5 minutes there is a hole in this new bed. It was either there before or due to the suckling. It could have caused my dog to choke. I wouldLike other dog owners to know about this.
I contacted hugglepets and receive an email informing me that if I have a problem to contact Ancol direct! So I purchase it from them and I have to now somehow work out how to contact Ancol. Is this how they treat all problematic items? Where is the customer service. Strange.
The contact was not under 12 hours and did not take a week”
Hi, Gemma.
I am so sorry to hear that you feel this way, unfortunately, these items are not indestructible, if they are chewed/scratched, etc, we cannot guarantee they will not become damaged.
Unfortunately due to this being damaged in use, it is not covered under warranty.
Kind regards,
HugglePets
Good afternoon, Emma. I hope you are well.
Unfortunately, I am unable to find any correspondence from you. Please contact us on sales@hugglepets.co.uk.
Kind regards
HugglePets
Hey Susan, I can see you spoke with one of our customer service representatives who arranged for a replacement to be sent out for you. Apologies for any inconvenience caused.
Kind regards, HugglePets
Hey Kelly.
Thank you for your review. I am so sorry to hear this, unfortunately with the information given, I am unable to find your order. Please could you provide us with more information so we can look into this for you? Kind regards, HugglePets
“Always a problem with huggle pets, they sent 30kg of cat litter in the same box on top of the litter tray in a thin cardboard box so what happens the litter tray is cracked. I then contact them for them to ask me to send photos which I did. And they then said that I have to send the litter tray back with a note to say what was wrong. So I have to now go out of my way to pay for a new cardboard box and travel to send back the broken litter tray that was broken clearly due to there incompetence”
Dear Stephen,
Thank you for taking the time to give us your feedback about HugglePets. We appreciate hearing from our customers and understand why you would be frustrated by what happened.
A pre-paid label was provided for the item to be returned, in order for us to issue a refund for this.
Thank you for bringing this to our attention.
Sincerely,
HugglePets
“Paid for 24 hour delivery didn’t receive the item had to contact both them and the delivery company …. Told different things from both…the girl at hugglepets was argumentative and despite me telling her the factual information she didn’t seem to bothered…I know where I won’t be spending my money in future”
Good afternoon Nicola.
I am sorry to hear this. I have monitored the telephone calls between you and our customer service representative. As your order was shipped from us on a 24-hour service, the same day your order was placed, when you informed us that your item had not arrived, we informed you that if you did not receive your item within the time frame you would be refunded for the shipping costs.
Kind regards,
HugglePets
Hi, Louise. I am very sorry to hear this. I have checked your order details and can see with the tracking information your order was sent out, it has been scanned as delivered. Due to the tracking information stating this, we had to request the proof of delivery directly from Yodel, which will be an image taken from where the delivered scan was made. Once we received this, this was sent to you, when you informed us that you were still without your order a disclaimer form was sent, to which we then offered a replacement or a full refund. I can see that this was refunded for you on the 6th of March. Thank you, HugglePets
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
