“Ordered a Ruff and Tumble rope lead for our vizsla, very pleased with service, quick delivery and kept up to date with order and delivery. Love the lead too. Will definitely order again from you.
Thankyou.”
“Really disappointed, order a particular item online, 5-7day delivery but with royal mail 48 delivery, didnt have a choice in delivery options, so just assumed we qould have to wait 5-7days regardless. Anyway that passed and nothing, check online, out of stock and had heard nothing from seller. Rang to query and refund as found it in the shop. No real explanation for lack of communication, just confirmatin of it being out of stoock and told i should have been notified but inhad nothing and unless i called i doubt i would have heard anything but they had my money. Thankyou for the swift refund. Shame”
Hi Terri,
Thank you for your review, I am very sorry that you haven't been completely satisfied with our service, we pride ourselves on providing the best customer service so I cannot apologies enough for our lack of communication. We're a very small team and are doing the best we can given the current situation. Please do let me know if there is any way we can help you in the future.
Best wishes,
Emily
“I ordered a dog gate to arrive by 'next day service' at 11am on Thursday, it arrived Monday afternoon.
There was no e-mail confirmation. They mixed my details up with a Louisa R's (I am Mark H- her name is redacted here for GDPR, which they did not follow when they told me her full name on the phone).
I spoke with 3 people (Adam, Michelle and another female ) - was promised on the 3rd call that another item had been sent to arrive on correct day as I needed it for guests arriving- no item arrived. Customer service was closed all day Saturday and Sunday
I left a 1* review- strangley rather than contact me, Emily asked on her response to the review for me to call her- I've already called 4 times!! It would perhaps be nice for L&L to contact me with an apology rather try try to suppress negative but completely accurate reviews.”
“Appalling customer service. Still waiting for my failed 'next day delivery'- have called 4 times, spoken to 3 different people, had been assured my item would arrive today (needed today for guests arriving)- still nothing. They had mixed up my address with a complete staranger's name. The business and 'customer service' phone number is CLOSED AT WEEKENDS?!
And you will receive text messages from a number in the USA.
I don't feel my data is either correct or safe with them.
Perhaps not the nice English, customer-focussed business it seems to be?”
Hello Helen,
Thank you for getting in touch. I can assure you we are very much based in Lincolnshire in the UK and we only have a team of 4 people in customer services and don't open at the weekends. We are here Monday to Friday if our customers need to contact us either by phone, email LiveChat or WhatsApp. We follow all GDPR guidelines and your data is 100% safe with us. Please do give us a call today and one of the team will be able to assist you.
Best wishes,
Emily
“Got a bespoke orthopaedic mattress made for @denzelmimiaturedachsund (ig) and he just loves it. Great service great product Thank you so much for taking care of my puppy./me. Lee &Denzel xx”
“Wow! What a wonderful change to find a company that really takes pride in what it does. I came across L&L yesterday, and they had some specific dog toys I wanted as gifts. They were much cheaper than anywhere else, so I ordered, but as always with a company I haven't used before, I did wonder whether I'd receive them safely. I needn't have worried - less that 24 hours later, I received a beautifully packed parcel with all of my items in perfect condition! The attention to detail is much appreciated and it was a real pleasure to receive my parcel, it felt like getting a gift. Thank you very much! I will definitely be shopping with you again.”
“Absolutely appalling customer service - after more emails, facebook messages and calls than I care to admit, not a single person has responded back to me. We spent nearly £300 on a play pen, a dog gate and some other bits for our new puppy. They both arrived in good time and initially the service was great and very responsive, however as soon as there was a problem they did not want to know. The quality of the gate was horrendous and it arrived all cracked which subsequently meant we could not use it. For a gate that cost us £109, you would expect much better quality. Despite paying upwards of £100 for it, we have not been able to use the gate and it completely fell apart. We have sent various pictures to customer service to show them how badly it was falling apart but have had no refund or offer of a replacement, which was actually all that we were after as we genuinely needed a decent gate for the dogs. We also ordered the wooden play pen at the same time and whilst this works fine, the quality is actually also not the best given it cost upwards of £130 but it does the job so no issue. Such a shame that this company were such a let down. After sending email after email and leaving a comment on their Facebook page expressing my disappointment, I am yet to hear anything from them and can see my comment has now been removed from their page. If you are after good customer service and good products, my recommendation would be NOT to shop from here. Had they responded to me and sent a replacement, I would have given them the benefit of the doubt and continued to shop there, as I love the website and the concept but sadly, they failed at every level of customer service. Big shame.”
“Worst experience, ordered a large crate and it came to me rusty, then emailed them for an exchange and when the exchange crate came, the packaging was all torn and the crate again was rusty. Very disappointed as the price for these crates are very expensive.”
“I just wanted to say a huge thank you for the second mattress we have brought from you in the last couple of weeks... the first was for the boot of our car but was such a hit with Lucy, the German Shepard that we had to get one for the lounge, and as you can see as soon as I unwrapped she sat straight down so I had to share a picture with you. I would highly recommend your company for quality and service.”
“I have a very large crate for which I required a custom-made cover, quite different from the L&L standard design. The cover arrived yesterday - prompt delivery, well packaged - and I am delighted, it’s exactly what I’d requested. Thank you!”
“We received our beautiful puppy crate and bedding in the duck design
On Monday very impressed with everything the delivery the help over phone (my first puppy in 30years)
The quality of everything is first class
Well done lords and Labradors
And thank you for making the start of a new adventure for me with my new friend the puppy (sweep)
A exciting and happy start
In my next chapter in my life
❤️❤️”
“I am new to the dog world and was drawn to L&L on account of their website and the products they offer. Firstly, Louise was extremely helpful and friendly when I called for advice on what to order, she created an excellent impression. Then Rebecca called to discuss delivery, to work around my impending holiday dates. I thought I would have to wait for a few weeks but Rebeca was able to offer delivery within a few days - and in fact the items all arrived the next day - thank you! Super impressed by this company, by their communications throughout, and by the quality of their products. I hope to complete the range when pup arrives. Thank you Louise, Rebeca and Michelle for your help. 10/10 from me.”
“I order my dogs life jacket from L&L as they could deliver in time (Thursday). Thursday, no notification of delivery, called them to see what time it would come/who the courier is as no information had come through.
“Sorry, due to an error with stock taking, we don’t actually have any of your item”.
If I hadn’t have called they sure weren’t going to let me know it wasn’t coming. Cross! Now I have today to try and organise a delivery that can be here before 9am tomorrow morning or the dog needs kennels whilst we’re away.
Admittedly, I shouldn’t have relied on L&L to deliver so close to our departure, but they promised it would be here on time.
2 Stars. 1 for the website being easy enough to use and second for the quick telephone answer and refund.”
“I have nothing but great things to say about Lords & Labradors. AMAZING customer service and the quickest next day delivery. Dog and cat parents be sure to check them out!”
