"DONT BE FOOLED BY THE POSITIVE REVIEWS…"

DONT BE FOOLED BY THE POSITIVE REVIEWS ON THIS SITE - Abysmal customer care is the reality if you need a refund or have a problem with an item. Absolutely nonsense that they respond to customer complaints within 24 hrs - as they state to another unhappy customer who has a complaint!

Bought one of their hooded cat beds, smaller than advertised so I had to return it. No answer on the phone line, took days to obtain a returns label. Sent tracked, thankfully, via Royal Mail - make sure you obtain a proof of postage, also keep the tracking email!!

The item was received by PlayPaw on 25/10, I received emails asking for proof of
postage, then proof of courier, which I produced. Then NOTHING…5 emails later and just ignored!

Any other customers out there struggling to get a refund from this company and simply being ignored - contact your bank or credit card company and ask for a ‘Charge Back’. Your bank or credit card company will refund you and then take on this company on, on your behalf. Good luck!

"Floppy Fish"

Floppy Fish - very poor!

Marketed as a toy that you can leave your dog at home alone with, and made of 'high quality materials' so you don't have to worry about the safety of your dog. Thankfully, I did not leave my dog at home alone with this - it was destroyed within 5 minutes of my dog playing with it. Easily accessed the battery pack inside due to the incredibly thin & flimsy material.

Have asked for a refund - this cannot be safe!

"I recently purchased the PlayPaw Floppy…"

I recently purchased the PlayPaw Floppy Fish for my puppy. Firstly, the sensor and flip mechanism didn't work as advertised despite fully charging the product. The fin of the fish then came off in less than five minutes...even though our puppy was not chewing the product. I complained to customer services and have received communication that it is being reviewed. I submitted the complaint on Friday morning and it is now Monday afternoon and I still haven't received a response. It is not rocket science...it doesn't work. I have demanded a refund. The quality of the product is awful and is not worth £15. Sorry PlayPaw, but I would certainly warn people of buying this .

"Very poor quality and service"

I ordered a flipping fish toy and when it arrived it had virtually no padding. Within 24 hours my dog had bitten the box containing the movement mechanism and it had broken. I removed the mechanism and the zip then broke rendering the toy completely useless. Very poor quality for the price. They apparently sent me a replacement but it never arrived and the tracking number given wasn't even for my name and address. Had to go through PayPal to get a refund.

In response to your reply, you have not provided me with two items, as previously stated, the replacement item didn't arrive and when I contacted royal mail as you advised, they told me that the tracking number you provided was not for my address, so likely you sent the item to the wrong address. I did contact you to advise I had not received the replacement but you did not explain how I had been given the wrong tracking number or where my parcel was. I have received one faulty item and no replacement so the rating is fair.
**update, I have improved my rating as I have now received a replacement. **

"Slow communication"

The ordered car harness and seat cover for the dog look ok.
However, before the order was shipped they sent and email suggesting I bought a harness which I wasn't going to do but as my clip had 1.2 broken I succumbed though had an eye on a reputable make. I tried to stop the shipment having been given advice about a more suitable harness, but had been shipped.
When the item arrived I tried to return it , plus the phone number was wrong on the harness. I have since tried to contact by phone (not manned) and by numerous emails but just get a stock reply that they'll be in touch but they are not. No address to send item back. The lack of communication is appalling so I feel very let down.

Update in reply to Playpaw: each reply from them was to say that the request was closed and merged (with what?!) but no response as to how to return the item.

FINAL UPDATE: It seems that the company were having problems with their customer services and this issue has been promptly resolved to my satisfaction.

"Great Customer Service."

Recently ordered the incorrect item from PlayPaw. I got in contact with the customer service team who couldn’t be more helpful. I would like to place my thanks for the fast & efficient service provided. My order ref is: 22651 so huge thumbs up to PlayPaw for a great service.

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