I was very pleased with the quick respoce when the delivery sufferd a delay by the delivery firm. the seed was as discribed in very good condition.thank you Suzie and all at hugglepets, I will use thi... Leggi di più
L'azienda ha risposto
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Scopri cosa dicono le persone
ordered reptile food on line, paying for 16oz and was sent 4oz. Even on the email saying it was coming, my order and the different amount they were sending was listed. Since it's with one of their on... Leggi di più
L'azienda ha risposto
I've ordered a few times from HugglePets without issue, but on this last occassion, I ordered the incorrect sized jumper for my shih tzu. Customer Service was excellent, no frustrating AI bot, but a r... Leggi di più
L'azienda ha risposto
Great service from this company. The courier somehow managed not to deliver the product I purchased , even though they said they did. Hugglepets were quick with response and sorted the problem out ins... Leggi di più
L'azienda ha risposto
Dettagli dell'azienda
- Negozio di animali
- Negozio di acquari
- Negozio per animali
- Fornitore di pesci per laghetti
- Negozio di rettili
Scritti dall'azienda
Pet Shop Based in Wolverhampton, West Mids. We cater for Pets, Reptiles and Aquatics. We have a large range of products available in store and online. We have specialist staff who are happy to assist you in store with any questions and needs you may have.
Informazioni di contatto
Cooper Street, WV2 2JL, Wolverhampton, Regno Unito
- 01902494860
- sales@hugglepets.co.uk
- hugglepets.co.uk
4,0
Molto buono
2K recensioni
Nessuna traccia di inviti alla recensione precedenti
Questa azienda non ha mandato inviti ai suoi clienti, quindi le recensioni potrebbero non essere rappresentative
Ha risposto al 55% delle recensioni negative ricevute
Solitamente risponde dopo 1 mese o più
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Total incompetence
Always a problem with huggle pets Total incompetence, they sent 30kg of cat litter in the same thin cardboard box as the litter tray so guess what happen the litter tray cracked. The then asked me to send photo wich I did for them to say can you please send the item back with a note to explain what is wrong. Is this a joke so I have to go out of my way to pay for a new cardboard box and petrol because of thier clear lack of common sense
1 marzo 2023
Non scritta su invito
Risposta di HugglePets
Good morning, Stephen.
I am very sorry to hear that you feel this way.
As stated in our terms and conditions on our website, for all customers to see "In the unlikely event that an item arrives to you damaged (this is a very rare occurrence, but accidents can happen) please make a note on the delivery drivers notes if you are requested to sign for it. It is important that you contact us within 1 working day of the item being delivered as the couriers require a report of damage within this time. It can also be helpful to us to send us photos of the damage we can forward to the couriers, and this ensures we can help you with your issues as promptly as possible.
Please either email or send a letter/note with your returned package including a copy of the invoice originally sent for reference (this may have been sent via email) so we can deal with your return in a quick and efficient manner, items returned without this information are left open to lengthy delays."
You are welcome to return the item back to us in the packaging it arrived in, once it is retuned, we will be able to proceed with a full refund.
Apologies for any inconvenience caused.
Kind regards,
HugglePets
Beware of HugglePets Crates
I purchased a crate for my 12 week old puppy. We collected her on our way home from Crufts on 12th March 2023. The crate is ok but beware the base mat isn't. She quickly ripped it open and inside is a plastic material which she had been eating resulting in a sick pup only a few days after we got the item. After complaining to HugglePets they could not have been less helpful. Don't believe all that stuff on their website about high quality - from our experience it seems to be the opposite and after only 10 days use could lead to a sick dog like we had.
22 marzo 2023
Non scritta su invito
Risposta di HugglePets
Good morning, I am very sorry to hear that you feel this way. We have sold thousands of these crates in particular, and have never received this complaint regarding the sheepskin matt before now. Unfortunately, as this was confirmed to be damaged whilst in use 4 weeks after receiving the item, it was no longer covered under warranty.
Kind regards,
HugglePets
I recently purchased an ancol whippet…
I recently purchased an ancol whippet collar and I'm very pleased with it.
I had bought one in 2021 and I was pleased with the quality so I thought I would get another one for a spare but I'm very pleased it
2 marzo 2023
Non scritta su invito
Risposta di HugglePets
Good afternoon, Chris. Thank you so much for your 5-star review and comments. Kind Regards, HugglePets
Good foldable crate for my cat
Good foldable crate for my cat. Arrived in time.
6 febbraio 2023
Non scritta su invito
Risposta di HugglePets
Good afternoon, David. Thank you so much for your 5-star review and comments. Kind Regards, HugglePets
Excellent service!
I ordered an external fish filter on Monday due to breakdown of my existing one. I paid extra for express delivery. I shortly received an email saying that it was out of stock - however they were offering me an upgrade to the next size up - excellent service. I took them up on their offer as I needed the filter. When it arrived managed to get it up and running, and I have a happy fish tank again!
27 febbraio 2023
Non scritta su invito
Risposta di HugglePets
Good afternoon, Tanya. Thank you so much for your lovely review. We are so glad to hear, given the circumstances of not being able to supply you with what you had originally ordered, that you were still pleased with the service received from us! Have a great day. Kind regards, HugglePets
Amazing range, great customer service!
Huggle Pets have an amazing range of stuff! 🤩
Bought some bits for our new puppy, they sent out the wrong sized foldable crate but corrected it. I called (as the correct size wasn't available online) they went and looked, found more and sorted it so I could reorder the correct size.
Returning the wrong one was no problem either. Great shop, great customer service! 👍🏻
17 gennaio 2023
Non scritta su invito
Risposta di HugglePets
Hey Cheryl! Thank you for your valued 5-star review. We are so sorry for any inconvenience that may have been caused from this, but we are so pleased to see that you are still happy with your order and the service received after! We also appreciate your understanding. Have a great day! Kind regards, HugglePets
Utterly unhelpful and intransigent stay well clear
" what went wrong this time " says it all !
Ordered a leather whippet collar that started to split after worn just 3x.
Tried to return item but met with utter intransigence.
Unless you can provide a photo this company are 100% not going to help you in any way shape or form.
Eventually got a return label via ebay & sent item back and .....Nothing ! No refund, no help, only more
intransigence. Do not buy from them is my advice
17 novembre 2022
Non scritta su invito
Risposta di HugglePets
Hey Chris.
I am sorry to hear that you feel this way.
I have checked all correspondence had between yourself, and our eBay customer service reperasentatives.
I can see that you placed your order back in November 2022. Initially you reported that you had received the incorrect item. When we receive reports like so, an internal investigation is raised. We kindly requested images of the item received, along with the barcode provided on the tag of the item, so we were able to see what item you had received.
A return label was provided after you opened a return under the reason of "Item was not as described in the item's description"
The item has not since been returned to us.
Items are refunded on their return.
Thank you
HugglePets
First class vet bed
First class vet bed, thick and luxurious. Washes and dries like a dream. Despatch and arrival very fast. I have been using vet bed for 40+ years for both cats and dogs and this is the best. Have ordered two lots at different times as I now have a Labrador who eats it so will definitely be ordering more. I order a size divisible by three to fit my crate and cut it myself.
3 ottobre 2022
Non scritta su invito
Risposta di HugglePets
Hey! Thank you for your valued 5-star review, we are so glad to hear you are pleased with your purchase. Have a great day. Kind regards, HugglePets
Order came exactly as described and…
Order came exactly as described and they have a good range of quality products that are far better value than most other shops.
30 agosto 2022
Non scritta su invito
Risposta di HugglePets
Hey! Thank you for your valued 5-star review, we are so glad to hear you are pleased with your purchase. Have a great day. Kind regards, HugglePets
The product were exactly what I was…
The product were exactly what I was expecting
2 febbraio 2023
Non scritta su invito
Risposta di HugglePets
Hey Catherine! Thank you for your valued 5-star review, we are so glad to hear you are pleased with your purchase. Have a great day. Kind regards, HugglePets
Got exactly what we ordered recommend…
Got exactly what we ordered recommend item good quality will be ordering again in future
28 gennaio 2023
Non scritta su invito
Risposta di HugglePets
Good morning, Kathleen. Thank you so much for your valued five-star review, and lovely comments! Have a great day. Kind regards, HugglePets
I ordered a dog crate ex-large
I ordered a dog crate ex-large. It arrived damaged (not caused by the carrier) Stitching undone at the top opening, zip not secured. Putting a large dog inside would result in more damage. I was first offered a 10% reduction then a 20% reduction. This item was damaged (and not fit for purpose) but still the company sent out to a customer. The reduction offered wouldn't have covered the cost of getting it repaired. The support from their customer support team has been disinterested at best. Thank heavens for Amazon and their customer support. Such a shame the crate undamaged would have been ideal.
23 dicembre 2022
Non scritta su invito
Risposta di HugglePets
Good morning Katherine,
I am sorry to hear that you feel this way and for the item reaching you in this condition. I can assure you this is not the standard we expect.
As a pre-paid label has been provided, once the item is returned we issue you with a full refund, and investigate this issue.
My sincere apologies for any inconvenience caused here.
Kind regards,
HugglePets
Super fast delivery!
I was extremely hesitant to order online from HugglePets due to reading so many poor reviews around delivery/customer service but decided to take a chance anyway. I placed an order yesterday morning and my item arrived this afternoon despite all the Royal Mail strikes and Christmas only being a couple of days away. I’m extremely impressed by the quick turnaround and will definitely purchase from here again.
22 dicembre 2022
Non scritta su invito
Risposta di HugglePets
Hey Beccy!
Thank you so much for your lovely 5-star review, and comments. We want all of our customers to be happy with the product and service received from us.
Happy new year!
Kind regards,
HugglePets
Fantastic service and speedy delivery…
Fantastic service and speedy delivery 👏 will definitely use again
22 dicembre 2022
Non scritta su invito
Risposta di HugglePets
Hey Lisa! Thank you so much for your valued five-star review. We appreciate your comments. Kind regards, HugglePets
fluvial FX4. No warranty with Hugglepets. Stay away
I bought a fluvial FX4 aquarium filter £200. Which has A 3 year warranty.
The pump stopped working. After contacting hugglepets through their online store they advised to buy an impeller from them at a price of £48. The pump of the filter was still not working. I offered to send the pump unit back to them as it was still under guarantee. Hugglepets insisted on a return of the full filter which is very large which had to be send at tracked at further£12. After the filter arrived with hugglepets they replied sending me a picture of a severely damaged filter which was apparently damaged at transport. The filter was carefully protected with 10 layers of bubble wrap. I have lost £200 of filter£48 of replacement impeller which was not necessary and £12 in delivery cost ( total £260) .Stay well away from this company which deals with you using an unpersonalised chat and does not cover your rightful product warranty.
15 dicembre 2022
Non scritta su invito
Risposta di HugglePets
Hi Enrique.
Thank you for your review. I am afraid I have to disagree with a few of your comments here.
Nov 28 at 09:52 AM you contacted us to advise us the item no longer works. Due to only having access to eBay orders directly on eBay for three months, we were no longer able to access your order by searching with your eBay username. We then got straight back to you, requesting that you send us the order number for this particular item that was purchased so we could have a look on our internal system.
After you sent us an image of the item, Nov 30 at 10:52 AM we asked you "May I ask if you have replaced the impeller at all?" at no point did we advise you to purchase this.
Dec 9 at 04:45 PM, you reached back out to us to advise us after you had received the impeller purchased that it still did not work.
Dec 12 at 01:06 PM, we asked you to return the item for testing. We also advised you "Once this item has come back to us, we can investigate the matter and we can then arrange for a replacement to be sent. If the item is found to be in normal working order, you will need to arrange for the item to be returned to you. We will hold your item for 7 working days whilst you arrange this."
We advise using a tracked courier to return items in case the item becomes lost in transit, to ensure you can claim the lost item if this does happen.
We received the returned item on the 16th of December, severely damaged, this was due to the item being returned in a shoe box, with bubble wrap, wrapped around it. This is not sufficient packaging for such a large item, as we have shown you in photographs.
Due to the damage, we are not able to test this item.
We have agreed to hold onto the item for 7 days should you wish to collect the item back from us.
Kind regards,
HugglePets
Avoid, avoid, avoid
1 star is being generous. Bought a fabric dog crate from this company, only for it to break on the first day. Emailed customer services and they said it did not have a guarantee and that a refund or replacement would not be issued. Therefore now out of pocket and have to source a new crate. Customer service is terrible with company. Just seems a massive rip off.
13 ottobre 2022
Risposta di HugglePets
Hi Hannah,
I am very sorry to hear that you feel this way.
I have checked all email correspondence between you and our customer service team.
I can see that you reported the item was damaged 3 weeks after the item arrived, and that you had used the item twice.
We contacted you to see exactly how the damage occurred, you then informed us that the damage was caused whilst unfolding the item, and putting it back together.
Due to the nature of your complaint, and due to the damage being caused whilst in use, this is not covered under warranty. All items stocked are tested extensively before they are put on the market.
Kind regards,
HugglePets
Train staff
Went today to buy some bugs, the girl on the till couldn't serve me as not trained, 1 girl on dinner and the other who could serve was dealing with someone who wanted fish and was bagging them up. At LEAST 10 minutes waiting until the girl came back off dinner to serve myself (I know breaks are needed) but at least have someone there who will serve me and other person waiting. At least train the girl to either use the till or bag the fish up not like she has been there a day or two.
The poor girl kept finding something to talk about, she was really apologetic.
14 ottobre 2022
Non scritta su invito
Risposta di HugglePets
Hi there,
We are sorry you had to wait ten minutes in store on Friday. We aim to serve customers as soon as reasonably possible. The staff member in question is still completing training so there are things she can't do at the moment. So we ask for patience while people are still learning.
Our staff do have to legally take breaks I'm afraid.
Kind regards,
HugglePets
Bought a catit water fountain via their…
Bought a catit water fountain via their ebay sales. Broke after just under three months. Contacted company by email and was asked to provide photo evidence which I did clearly showing the fault. Then told it was outside their 60 day refund policy so I could return it at my expense for “ testing” then pay again for it to be returned to me afterwards. I asked what further testing could possibly be required when my which they had requested photo very clearly showed the fault ( led light not working even though photo showed item turned on as water flowing) this was not answered or explained. Why request a photo if this will not be accepted? I was then told it was related to their suppliers return criteria. I pointed out that my contract was with them not their suppliers.
After a few fruitless emails in desperation I called the telephone number given on the ebay page and was told by the young woman at customer service that they didn’t deal with ebay sales as this was a separate team who I couldn’t speak to. I queried why this phone number was given if it was not correct but got no real explanation. The customer service person spoke over me so I asked her to let me finish. I was polite but assertive so then I was accused of being “argumentative” to which I clarified that I was not shouting nor swearing nor being at all rude, simply trying to make my point. The customer service person was unhelpful and then when she used my first name uninvited I told her that this was inappropriate and over familiar at which she asked me to repeat what I had just said as if I had been rude and she wanted someone else to listen. I repeated what I had said and told her I hoped this call was being recorded so she could listen back to it later and realise at no point had I been at all rude and that I suggested she discuss this with her supervisor to learn from the call. She again said we would get nowhere arguing abd that she would pass on my comments to the ebay team. Totally unhelpul and frustrating experience. I raised a dispute with paypal and received a refund voucher from them as they agreed I had a bad experience with the purchased item but couldn’t actually force the company to refund me.
Would never buy from this company again.
Edited to add, it is not true that ebay closed a case in hugglepets favour as I never opened a case with ebay as this option was not available to me due to time elapsed so as well as the other issues hugglepets do not tell the truth.
30 settembre 2022
Risposta di HugglePets
Good morning Wendy,
I am very sorry to hear that you feel this way.
I have monitored all eBay correspondence and recorded telephone calls. Our eBay customer service department and HugglePets website customer service department are two seperate teams. When you called our main office telephone number, you were advised that we cannot access eBay orders, and can only access orders that have been placed directly through our website. This is also on the pre-recorded message at the start of the call.
On Sep 27 at 03:12 PM, we received a message from you to state that the light had stopped working on your Catit Fountain after three months.
We got back to you to request images of the item in question, when faults are reported to us we have to report these back to our supplier. Images were requested from you as they are also requested from us when the fault is reported.
Once we received the image from you, we informed you although the order being outside of our 60-day return policy, you are more than welcome to return the item for testing, we can investigate the matter and we can then arrange for a replacement to be sent if a fault is found. If the item is found to be in normal working order, you will need to arrange for the item to be returned to you. Your order is no longer visible through eBay due to the time elapsed, hence why you were not offered a refund and only a replacement if the item is found to be faulty.
You then advised us that you had escalated this issue with eBay and PayPal.
I can see that the eBay case has now been closed in HugglePets favour by eBay directly, and you were not refunded.
In regards to the telephone call with one of our customer service representatives, as the pre-recorded telephone call states, they are not able to access any orders or correspondence through any platform other than our direct website. The telephone number is shown on listings for collection purposes only.
Kind regards,
HugglePets
great customer service
ordered a large trixie "spinning disc" for hamster. arrived really quickly but had been damaged in the post. Hugglepets were ready to help straight away- return labels, no quibble, offer of refund or replace. chose a replacement and asked if they could ensure product span freely as some are too tight. not a problem and replacement arrived asap! delighted.
12 settembre 2022
Non scritta su invito
Risposta di HugglePets
Hi there, thank you so much for your valued 5-star review! We are so glad to hear that we could help! I am however sorry to hear that your item got to you damaged. We appreciate your understanding with this matter. Kind regards, HugglePets
Absolutely disgusted by your service…
Absolutely disgusted by your service and a supposed managing director speaking to customers like dirt. There was an error made in an order and it was supposedly all my fault even though you are charging twice for one delivery and as trading standards have stated that is against the
consumer act of 2015 you took no blame and then spoke to me like dirt. And did not like it wen I defended my self I would recommend any one that wants to purchase any sort of items from this shop stay well away. especially if managing directors speak like that to customers. I will be refusing delivery.
An update to the reply I have asked for a freedom of information request to receive copies of these calls however you have either ignored or refused to issue these the reason being is because you know that is not 100 percent accurate but it's your word against mine. But what I am now aware is that you are not a family run business as only two of your directors are related as everyone can see on complies house
And due to this bad service and fault blameing of your customers I will no longer be a patron of huggle pets and I will be passing the details to all family members and so will the person that was sat with me during said calls
5 settembre 2022
Non scritta su invito
Risposta di HugglePets
Hi Stephen Allen.
As stated in our automated telephone message, all telephone calls are recorded.
I have monitored both telephone calls made to our main office yesterday evening at 15:48 pm and 16:06 pm.
In your first telephone call, you spoke with a lady from our customer service department. You advised her that you had been charged twice for delivery. When we looked into this for you, we could see that both orders placed had already been shipped on an express delivery (next day) which you paid an extra £8.99 for on both orders. Your first order was placed with us on September 2nd, 2022, at 11:16 pm, and your second order was placed on September 3rd 2022 at 10:04 pm. We informed you, due to both orders being dispatched we were not able to cancel the orders.
Once you were informed of this you began to raise your voice, and became abusive. You were advised by the lady that took your call, if you continued to shout and talk to her in such a manner, the telephone call would be terminated. Shortly after this was said, the phone call was terminated.
You then called our office again, to which our managing director answered the call, this is where you began to use profane language and continued to shout. Therefore, you were then told to not call our office again. We do not tolerate this behaviour, we are here to help.
Thank you.
HugglePets
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