A nightmare company to deal with. Parcel arrived empty. Warehouse staff insisted goods were sent Only after numerous emails and having to sign a disclaimer form I did not want to sign did I receive a... Toon meer
Bedrijf heeft geantwoord
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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... Toon meer
Bedrijf heeft geantwoord
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... Toon meer
Bedrijf heeft geantwoord
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... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
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.
Contactgegevens
Cooper Street, WV2 2JL, Wolverhampton, Verenigd Koninkrijk
- 01902494860
- sales@hugglepets.co.uk
- hugglepets.co.uk
4,0
Goed
2K reviews
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Dit bedrijf heeft hun klanten niet uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 70% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 maand
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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 september 2022
Review zonder uitnodiging
Antwoord van 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 september 2022
Review zonder uitnodiging
Antwoord van 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
I ordered an xxl piece of bogwood off…
I ordered an xxl piece of bogwood off of eBay and received a medium piece. They are refusing to send me the correct item out in exchange for the one they'd originally sent me. Customer service is shocking and I will NEVER use them again! If you guys had -5* then I would've graded them at that!
Edit:
They have claimed I had sent them no images when it clearly shows on ebay that I had. They are lying out of their arses and rip people off. I have all the proof on ebay. I'm not one to go on like this but this company are a joke!
This isn't the last you've heard from me!
22 augustus 2022
Review zonder uitnodiging
Antwoord van HugglePets
Good morning Lewis.
I am very sorry to hear that you feel this way. I have looked into this matter to see what went on here.
You reported that you had received the incorrect item in your first message sent to us, however, we received no images. Images of the item were therefore requested including an image of the barcode shown on the item so we were able to cross-check the item received with your order, when we received the photographs from yourself of the item, we could see that the driftwood was wet, meaning that this item had already been used. We could also see that the item measured to 38cm, sadly you could not provide us with any images of the barcode. As the item had been used, and we could see with the measurements provided that you may have received the "Large" a partial refund of £17.25 was offered. You advised us that the item was not wet, and that it had not been used.
A pre-paid label was therefore given for us to investigate the matter once the item has been returned. Once this has been returned back to us we will then be able to determine which item was received, and issue a replacement/refund.
Thank you
HugglePets
Extremely fast delivery
Ordered on Thursday evening and the XXL dog crate I brought was here Friday mid morning fantastic service would definitely use again
29 juli 2022
Review zonder uitnodiging
Antwoord van HugglePets
Good morning Talbir, thank you so much for your lovely comments and 5-star review! We are so pleased to hear this. Take care, HugglePets
A fast,efficient service.Great…
A fast,efficient service.Great products,a wide choice & the prices are good.I have used hugglepets for a while now & have never been disappointed with the service & quality of the products I have bought.I would recommend hugglepets.5*
14 juni 2022
Review zonder uitnodiging
Antwoord van HugglePets
Good morning! Thank you so much for your lovely 5-star review, and kind words. We really appreciate it. Have a great evening. Kind regards, HugglePets
RECEIVED ORDER WITH MISSING ITEMS
Placed an order and recieved it, and 3 items were missing from the order. Sent 3 emails now regarding this with no correspondence whatsoever! Very very poor customer service and by the rest of the reviews I would avoid!!!!
11 juni 2022
Review zonder uitnodiging
Antwoord van HugglePets
Hi Amanda, I am very sorry to hear this. I can confirm we got back to your first message Jun 7 at 04:12 PM, and your second email received Jun 9 at 03:58 PM, Jun 9 at 04:13 PM. Please check your spam and get back to us so we can help resolve this matter for you as soon as possible. Apologies for any inconvenience caused. Kind regards, HugglePets
This company is ran by a bunch of…
This company is ran by a bunch of crooks, they take your money and don't care about customers.
AVOID THIS COMPANY
1 juni 2022
Review zonder uitnodiging
Antwoord van HugglePets
Hi Louise. I am very sorry to hear that you feel this way. I have monitored all correspondence between yourself and our customer service team via eBay. You placed your order with us for three multiple items, you selected express (next day delivery) for all three items, express delivery is an extra £4.99 charge which is added to your order at check out. All three items were therefore dispatched from us on a 24 hour delivery, and delivered to you the next day. I can see that you requested a refund for shipping, however, due to all items being sent on your selected express delivery, we were not able to do this. We are not able to supply you with personal company information such as invoices from our courier which shows the cost of shipping items as you requested, however, as you were informed by the team this information is correct and would have been visible at checkout, where you select whether you require express or standard delivery. After you were informed of this we received a number of abusive messages from yourself which included profane language which we do not tolerate here at HugglePets. Due to this your ticket was marked as closed. We were informed by eBay to block you from making any further purchases with us, and to report you. Thank you, HugglePets
Do Not Buy Fleece Lined Dog Coats From This Company If You May Have To Return
Bought two dog coats both the same size from this company. One package obviously showed that it had been previously opened and the other not. Used the previously opened package to try on dog coat which had a few white dog hairs on the black fleece lining from a previous purchaser. I was happy to pull off the hairs and not complain as it wasn't a problem for me, in hindsight maybe I should have complained. The coat was too small so didn't open the other package. Returned both to Hugglepets and got a 50% reduction refund on both coats (hence lost £17) as they claim that both coats had fine dog hairs on even though we didn't try the second coat on our dog. We took this up with them and they said I quote from various messages sent by them "we do not send items out in such a condition, they are sold brand new and supplied by our supplier, we do not send out used items" - really!! They do state in their returns policy for pet clothing that items must be returned in a new and unused condition free from odour and dog hair. How to try on a dog coat without getting any dog hair on a fleece lined coat? We asked them to return the dog coat to us (we would obviously pay the postage) but no reply was received to our request!! Left negative feedback on Ebay which was swiftly erased. After posting this review I notice that Trustpilot had automatically calculated my experience with this company as being 3 stars. I would personally rate my experience as being 1 star and I will not be buying from this company again.
18 mei 2022
Review zonder uitnodiging
Antwoord van HugglePets
Hi there, I am very sorry to hear that you feel this way. I can see your feedback is related to an order that was placed through eBays platform. I have looked into this matter, and have monitored all correspondence between yourself, and our customer service team who dealt with your complaint. On the 9th of April you opened a return request on eBay with the reason "Item is found to be the wrong size", a member of our customer service team got back to you with our return procedure, their message also included the below:
"**PET CLOTHING** Please note that ALL pet clothing must be returned in the condition it arrived in, any items that are returned back to us that contains a bad odour or hair etc, will not be eligible for a full refund. Please also note that a deduction can be made up to 50%."
On the 20th of April we received the returned dog coats, as shown in the photographs attached to your refund, the returns team explained why you were deducted 50% as both coats required to be cleaned, as they were covered in dog hairs.
We informed you that if items are returned in this condition, you could be deducted up to 50% as the items would not be considered fit for resale. We do not under any circumstances send out damaged, second hand items. Our quality control department makes all relevant checks as the items are booked into our internal stock when received from our supplier, and again before they are shipped out to our customers. There was also no report of a package already being opened when you brought it to our attention that you were returning the items due to them not fitting your dog.
Due to the time elapsed when you requested a full refund (12th May), eBay had already stepped in and agreed that due to the condition the items were returned that the refunded amount was appropriate, hence why when your negative feedback was left on eBay, they struck it through immediately and removed it.
Kind regards,
HugglePets
Delivery company lied and said the…
Delivery company lied and said the order was received and it was not still waiting for my order and company will not do anything disgusting as they are liable as i didn’t get my order they didn’t care and have been very rude and blunt and no help at all so have waisted over £140 of my hard earned money on thin air i wouldn’t recommend ordering from here
27 april 2022
Review zonder uitnodiging
Antwoord van HugglePets
Hi Sumayah. I am very sorry to hear that you feel this way. We have received confirmation from our courier that your order was delivered. We have too received the GPS taken from delivery when the "delivered" scan was made, the driver who made the delivery has also stated that the delivery was accepted by "Streete". Unfortunately, based on all of the information we have received we are not able to act further on this matter. Apologies for any inconvenience caused. Kind regards, HugglePets
Dog collar for the cat!
I couldn't find a cat collar big enough & had to buy a dog collar. I asked if they could let me know what size the collar was? HugglePets couldn't have been more helpful. As it was small enough (width) and soft enough the cat can wear it while sleeping. I don't have to worry if it will dig into his neck while asleep. Unlike the other dog collar I bought in our local T3sco which was too big and material was too hard.
25 april 2022
Review zonder uitnodiging
Antwoord van HugglePets
Hey Sharon, thank you so much for your kind comments and five-star review! We are rally happy to see that you were pleased with your purchase. Have a great day. Kind regards, HugglePets
Tries to scam people on Amazon.
Tries to scam people on Amazon.. listed the following item "Natures Menu Country Hunter Superfood Crunch Mighty Mixer 4x1.2kg" the title clearly says 4x 1.2kg, but this company only send 1 bag. Admittedly it does say 1 bag right at the bottom of the description.
This is misleading, luckily for me Amazon agreed and refunded me, but even though this has been highlighted to this awful company a couple of months ago, they are still yet to update the listing.
21 april 2022
Review zonder uitnodiging
Antwoord van HugglePets
Hi there. Thank you for your feedback. I am so sorry to hear this. I can assure you this is not the standard we expect. Please can I ask you to contact the customer service team via Amazon? As I am unable to find any order details. We can get this issue resolved for you, and get the advertisement amended for future customers. Kind regards, HugglePets
Fabulous quality item
Fabulous quality item, quick tracked delivery. Will highly recommend and use again x
8 april 2022
Review zonder uitnodiging
Antwoord van HugglePets
Hi Emma! Thank you so much for your 5-star review! We really appreciate it. Have a great evening. Kind regards, HugglePets
I’ve had the pleasure of an excellent…
I’ve had the pleasure of an excellent customer care response to my query.
The team were stunningly kind and I can’t thank them enough.
💕
4 april 2022
Review zonder uitnodiging
Antwoord van HugglePets
Hi there Sharon, thank you so much for your 5-star review and your lovely comments. We do appreciate it! Have a great weekend. Kind regards, HugglePets
awsome
awsome sellers i have been useing hugglepets for a bit over 3 years now all ways great to deal with wont use any other for my needs cheers guys garypope71
30 maart 2022
Review zonder uitnodiging
Antwoord van HugglePets
Hi Gary! Thank you for your lovely five-star review and ongoing support the past 3 years! We are so pleased to hear this. Have a great weekend! Kind regards, HugglePets
I now have 63 screenshots of this shops…
I now have 63 screenshots of this shops eBay negative feedback profile. The 63 pages are every time a change occurs. I check once every day or two & screenshot when they've made yet more negatives disappear!!! I started this in November 2021 following my experience with these yeeha's who still reply to customers that they are not responsible for courier damage when they chose the courier. These are not negatives that disappear due to time periods or to bad language or unreasonable content. I have contacted Watchdog to see if they're interested. THIS IS NOT EVEN CLOSE to a 100% positive seller. They receive multiple negatives per week & a couple of days ago when I checked, they had received 4-5 in one day & regularly receive more than one per day. I will do anything I can to expose the incompetence of this seller!!!
Another 2 negatives that will soon disappear. One is copied below & shows how they try to distance themselves from all responsibility for what they sell or the postal method they choose!!!
"Very poor customer service. This substrate is soil pellets, unfortunately the pellets in this bag had broken down into soil which I didn't see until it was in the tank, making the water brown. The seller is putting me off by only saying they will contact their supplier which is no help to me as I got it from them."
15 maart 2022
Review zonder uitnodiging
Excellent and fast service
Excellent service. I contacted the company after the zip of our dog carrier broke and immediately customer service got in touched and after providing the photo of our damaged carrier I was straight away offered a replacement or a full refund.
I was really impressed and wouldn't hesitate to buy from them in the future
24 februari 2022
Review zonder uitnodiging
Antwoord van HugglePets
Hi Nathalie, thank you so much for your valued 5-star review. We do really appreciate it! We are so pleased to hear that we could help resolve this matter for you. Have a great weekend. Kind regards, HugglePets
Quick dispatch
Quick dispatch, communication with the seller was fast and they solved any issues I had. Would recommend.
9 februari 2022
Review zonder uitnodiging
Antwoord van HugglePets
Hey Rachel! Thank you so much for your five-star review. We are happy to help. Have a great day. Kind regards, HugglePets
Bought a xx large dog cost £99.99 cage…
Bought a xx large dog cost £99.99 cage for an arrival of a family pet but sadly our dog did not arrive, obviously nothing to do with Huggle Pets. However, the company do not do returns on this item we were advised by the Company to use an independent Courier. Most of these Couriers were charging £67.00 to uplift and deliver back to Huggle Pets. Extremely disappointed with their returns policy. Now stuck with this cage.
8 februari 2022
Review zonder uitnodiging
Antwoord van HugglePets
Hi Elaine. Thank you for sharing your review with us.
All information regarding our returns procedure can be found in our terms and conditions on our website. It states "On items returned that are not faulty you the buyer are responsible for return postage costs."
We do however, try to help as much as we can. We usually inform our customers to have a look on Parcels2go as they offer a wide variety of services at all different prices.
Kind regards,
HugglePets
My ordered didn’t turn up when it was…
My ordered didn’t turn up when it was supposed to, emailed hugglepets and they were straight on to courier, courier lost parcel which hugglepets told me straight away asking I would like replacement or refund, I said refund which was in my PayPal within the hour, excellent service
3 februari 2022
Review zonder uitnodiging
Antwoord van HugglePets
Hi Deborah, thank you so much for your lovely feedback given the circumstances. We really appreciate your understanding, as we do understand these things can be frustrating! Have a great weekend! Kind regards, HugglePets
Amazing!!
We absolutely love it!! So sturdy and was perfect for picking up our next arrival to the family! She was asleep within minutes.
24 januari 2022
Antwoord van HugglePets
Hi Robyn! Thank you so much for your valued review and custom, we appreciate it! Have a great day. Kind regards, HugglePets
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