“Although the items that came were fine and suitable for my puppy. The shipping and customer service is terrible. I had emailed Lords & Labradors twice about my purchases 3 weeks ago.”
“Ordered a dog cake 12may for the dogs 1st birthday 18th may. Paid for cake and £4:99 delivery. Today is the 19th may and haven’t heard a thing. No cake, nothing. Hugely disappointed with this company.”
“Really fantastic website and service. Our products have always arrived within 2-3 days. Our puppy doesn't arrive until the end of the month, but we're all kitted out thanks to L&L! Will definitely keep returning to them for future products.”
“Hi cushion arrived as expected but had to wait for crate. I could have managed without the cushion but not the crate. i assume they new it was out of stock when I ordered.”
“So disappointed with Lords and Labradors. I placed a large order and with Covid-19 was happy to take the short lead time with a pinch of salt, however I did call them 4 days later to ensure the basics would arrive in time for our puppy and was assured they would be. They didn’t arrive on the Saturday as promised and we had to postpone the pick up of our pup that Sunday. All the expensive bedding arrived late and missing the bumper which over two weeks later I still do not have. I have called and emailed several times and heard nothing back. Such a shame as I thought this site would be my go to moving forward. Please refund my bumper ASAP.”
“So so happy LordsandLabradors are the most helpful company I’ve ever dealt with. I have never left a review for a company before but these people went above and beyond..Friendly staff who couldn’t do enough for you. They made sure my crate, bed, cover and toys were with me in plenty of time ready for our new addition. 5 stars will definitely use this company for all our Doggy supplies now on”
“Placed next day delivery over a week ago and no communication. Yet the website is still advertising next day delivery guaranteed! Please be aware of this.”
“If I could give zero stars I would.
After given three days notice that my rescue puppy needed to come home earlier than expected, I contacted L&L, speaking with Alex, to ask if they could ship a crate and dog bed to Spain with next day delivery. She said yes, we can do that, and it will cost £50, not the £84 automatically added at checkout, so we will refund the difference (they didn't refund the difference).
And the delivery...it didn't turn up on Thurs 27th, and DHL online tracking showed 2 March for delivery. I got back in touch, this time with Becky, explained I could not get the items locally so it was important I knew if it wouldn't be delivered in time so I had time to make other arrangements. She apologised and said it would DEFINITELY be delivered on Friday 28th and that she would keep in touch with their DHL account manager and keep me updated. I received no such updates apart from telling me what I could see on DHL myself - still a date of 2 March. Of course it didn't arrive on Friday, I wasn't given any notice to make other arrangements, and so had an extremely stressful and muddled start with my new pup as a result.
Oh, and when I ordered the items I did not get any sort of order confirmation so it wasn't until the package arrived with two beds inside that I realised I had been charged for two, when I only wanted one.
L&L have since not replied to any of my emails, offered any apology or refund of the whopping shipping fee I paid, which I only paid based on their assurances it would arrive in time. I have had to file a claim with Paypal to recover the cost. Disgraceful!”
“I ordered Happy Birthday bone for my Jack Russell and it is beautiful. Really, really nicely presented. The quality looks great, too. Can't wait to give it to her on her birthday! Thanks L&L for great service.”
“Terrible customer service, so disappointed. Purchased a very large first order and will never purchase again. It was not delivered and customer service took days to reply and did zero to correct the situation. Understand packages get lost and it’s not entirely on them but should have been handled way better or, should have offered a discount on a future order since the purchase was substantial etc etc. Super bummed, wasted money. No one answers their business phone apparently either, very odd.”
“So lovely, I ordered a present for a friend's new pup and asked for delivery direct to the new arrival and a note to say who it was from. It reached its destination promptly and no fuss (so pleased it was Royal Mail, they really can deliver everywhere!) and owner and pup both thrilled!”
“Just received my first order ready for my new little puppy. I'm really impressed with the quality of the items I received. The delivery was super quick. Will definitely be ordering from you again.”
“I put an order in at the last minute so that we could be ready for the arrival of a pup (short notice from Dogs Trust). The website notes next day delivery but it was just after the Xmas holidays and L&L had a small back log of their hand made bedding. They contacted me both by email and phone and together we came up with a sensible plan - to provide the crate and then the crate cushion with bumper pad coming later. As it was, everything came at the same time, just one day late. I was most impressed with L&L’s comms on this matter, as it kept me fully informed and allowed me to plan. This is an excellent example of how suppliers can proactively keep their customers informed and working together to overcome problems. I would not hesitate to order items from L&L in the future. In addition, the quality of the items is exceptional. Thanks.”
