“I had an issue with a faulty fabric crate. The stitching round one of the mesh doors has missed the mesh so it only has one line of stitching on the corner. It has taken many emails for Hugglepets to accept it needs to be returned and even now are not agreeing that it's faulty, even with the photos I've provided. If they deem it not faulty when it's returned, they will charge me delivery. I will not be using Hugglepets again.”
Good morning, I am sorry to hear that you feel this way.
Please note, we kindly asked if you were happy to keep and use the crate, if you should have any issues we would have the email thread on file, therefore we would act on any issues you may have as soon as possible if reported. We also advised, that if you were not happy to use the item, and wished to receive a replacement or refund we could arrange this for you.
We have provided a pre-paid label, once the item is returned to us we will be able to investigate the matter further.
Kind regards, HugglePets
Hey David. I am so sorry to hear this. Do you have any photographs of this at all that you are able to send to us? We would like to resolve this matter for you as soon as possible. Thank you, HugglePets
Thank you so much, Anne, for providing us with such valuable feedback about your experience with HugglePets! We are sorry to hear those zips were of poor quality and have broken. Can you please tell us more about what could have been better with the zips in order for us to address their quality in the future? We truly appreciate that you took the time to share your experience!
“Bought the fabric dog crate, the zip broke and the thether attaching the rear bag became unstitched. When explaining that I moved it using the bag was denied a replacement. Poor customer service.”
Hi Nick. I am sorry to hear that you feel this way. As the crate you ordered is made from fabric and was damaged whilst in use we were not able to act further by issuing a replacement/refund. This is not covered under the warranty of the item. Kind regards, HugglePets
“The order was due to be delivered by Yodel on Thursday, I waited in but it did not arrive so I contacted them and was told the driver could not find my address and advised to divert the delivery to a collection point for delivery on Monday email confirmation was recieved. When that did not happen I phoned Huggles and was told Yodel had returned the parcel to them as I had moved address. I was also told that the item was no longer in stock despite it being returned. I, therefore, ordered from a different supplier and it was delivered at 0900 this morning three days after ordering.”
“I have given a low score because once I had ordered my goods there was absolutely no contact or confirmation about my order. I had to telephone to find out what was happening only to be told it had been dispatched. The only contact was from the delivery company to say that the item was out for delivery, so I am very disappointed. As for the next question I don't have the answer as I had not been informed about dispatching or delivery.”
Hi there Steven, I am so sorry to hear this. These emails can often fall into your spam/junk folder. I am glad to see this item has been delivered. Kind regards, 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
“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
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
“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
“It seems the backing on this mat is different to those of the same design that we previously purchased. The others stay put but the new one is more slippy (it’s on the exact same flooring). Having to look at non-slip adjustments”
Hey Bethaney, thank you for your review. Unfortunately, I am unable to see the item you have referred to in this review, on your order. Your order was placed for two pairs of protective dog socks. Please advise? Thank you. Kind regards, HugglePets
“I used Huggle Pets as I was struggling to find the bedding I use at my usual retailer, but was dissatisfied with the hay that arrived. It to me looked like straw, and when I contacted the customer service team I was told that because the product was in the right packaging, it was the correct product. I mentioned that it could be possible the product got mixed up and I had the right packaging but the wrong product, to which I was told that it was hay because that's what the supplier said it was. I have ordered this brand before several times and never has it looked like what I received, it's way too course and golden, and my Guinea pigs don't like it. But as they are convinced I received the right product, I cannot take this matter any further within customer service. I was advised I could return the products in their original state, but as I opened 1 pack I would not get a refund on this and it's too much hassle to send back 1 packet at my own expense.”
Hi there Hannah, Thank you for your review.
As all telephone calls are recorded, I was able to access your call where you reported this issue to us, a member of our customer service team kindly asked you to send us a photograph of the item received in order for us to have a look into this for you. Once all photographs were sent from you, the team investigated this and were able to confirm the correct item had been received. We were able to confirm this from the barcode provided on the packaging, and from the images, you provided of the item. I have attached photographs for reference. Image 1- The photograph provided in our advertisement. Image two - The suppliers description of this item on their website. Image 3- The image provided by yourself where you informed us that the item was not as described or shown in our advertisement. As we were able to confirm that the correct item had been received, we were not able to issue a replacement or a refund. We did however inform you if you did wish for a refund, you were able to return the item.
Kind regards,
HugglePets
“The products recieved were great, however the service not so. Order was missing 3 items, contacted customer services who said they would look into it. Had to chase 3 days later and told was sent out. Product didn't arrive so 5 days later contacted again, similar message they would look into it. Delivery then arrived, however again missing a product! Finally had everything now but not sure what their fulfillment team are doing to check orders are complete. No paperwork with the delivery to show a packing list etc.”
