"Disgraceful company"

Was sent the wrong size pet toy online through Debenhams. HugglePets have been disgraceful, no apology, no return label even though they have said there was one with the order. Also told in email, if not returned in a good condition I won't get my refund. So they can send an old item in a ripped inner bag to you in error, and then make out it's the customers fault. Awful company, order elsewhere.
7th August 2024.
Wow, after reading the reply below from HugglePets, I will say, definitely DO NOT order from this company.
I did receive an email with a prepaid label to print off, but as mentioned numerous times, I don't have a printer. I have requested a label to be printed off in store, I have requested this by email and also by phoning, got nowhere with both.
The ball I ordered wasn't for a puppy yet I received one.
Even on Trustpilot, this company lie.

"Excellent customer service "

Large item (bought from their eBay store) was damaged in transit. Very prompt customer support and resolution. Would use again.

"Poor customer service"

Ordered an Evolution Aqua external UV light for my pond through Debenhams website but from Huggle Pets. This was the cheapest price for this item I had seen online. However, there were two O rings missing, which prevent water leaking from the unit. I asked that these be sent out as soon as possible but after a couple of emails through Debenhams to Huggle Pets I got the patronising reply, 'please open the packet for the O Rings. There should be two inside one packet. ' I mean come on. Why would I not examine the box and contents as soon as it arrived. As these have still not been sent out at time of writing (15/07/2024) I have had to buy these from another source as Huggle Pets would prefer to quibble over 2 O rings.
Really poor service and I would not recommend them.

"I'm sorry to say terrible experience...."

Ordered budgie cage for our new budgie and so annoyed. The ordering and delivery process was fine, hence the 2 stars. However the box was damaged with holes in it and frankly a child could have done a better job taping the box closed. It was open on one side with the cage sticking out. There was no
packaging in the box at all, looked like cage was simply thrown in and an attempt at taping it shut was done. Not much of a surprise to find the cage was buckled in several places and the main door, despite several attempts at
straightening remains too out of shape to be safely used. Risk of budgie getting out or even getting stuck in the gap and causing serious injury. For £60 I can't face the hassle of trying to return or get a refund. Seriously though if you are dispatching online orders you really need to sort out some protective packaging and boxes to safely and professionally dispatch goods. No matter how careful the delivery company was, the cage didn't stand a chance of getting here without damage. Shocking experience, and one that I'm sorry to say will prevent me from making any further orders.

"Where is my order?"

Ordered a soft crate that was required urgently on 16/6/24 via your Amazon website. Tried to contact this company via Amazon - get unhelpful auto respond message saying they are busy…
Yodel claim to have ‘tried to deliver’ for 3 days - we have been here, waiting, all that time. No physical evidence (such as a card) that they were ever here.
Really poor service.

"Never arrived. Don't trust authenticity "

Ordered an item via Ebay that should have only taken a couple of days to arrive. Waited 2 weeks for delivery. Hugglepets stated they would investigate through Yodel where my parcel was as they had dispatched my item to them for delivery. Ebay then stated Hugglepets could not produce any paperwork confirming dispatch to Yodel. Hugglepets then asked me to close my 'case' with Ebay and they would then refund me. No way. I requested a full refund via Ebay and got it. I also discovered the item I wanted had been taken off Ebay listings due a policy violation.

"Excellent customer service"

I ordered 2 items via EBay. 1 arrived in excellent condition and the other broken in the other box. I raised a complaint via EBay but very frustrating getting a response.
I decided to ring their head office and spoke to what I can only say a very professional person - Holly you are a fantastic ambassador for this company. Holly went above and beyond to help and gave me a great sense that people still take their job roles seriously. Holly the quality of service you showed was above and beyond. Thank You!!

"Amazing!!"

Amazing!!! Ordered the hugglepets carrier in pink for my cat and I absolutely love it. Thanks hugglepets👏

"Very poor customer service "

Very poor customer service ! My cats had problem with the food and there reply was it’s not there issue ! Do not buy from this company !

"Given 3 stars as I liked the store and…"

Given 3 stars as I liked the store and all the aquarium fish looked healthy and the tanks were nice and clean. However my daughter fell in love with a red claw crab and I was advised they are fully aquatic and needed no specialist requirements. However they are only semi aquatic and require brackish water so a 4.99 crab has now cost nearly 70 pounds to give it the habitat and life it needs