"PLEASE READ BEFORE PURCHASING "

Purchased a Fluval FX2 aquarium filter. After setting up there was a noise which was audible throughout my house. Contacting Fluval directly they advised to go back to the retailer (Huggle Pets) who said to return it for testing. I supplied pictures, videos and sound clips answering all questions promptly.
For a pet supplies retailer, I was surprised they considered disconnecting an aquarium filter, sending away for testing while leaving my 55 gallon aquarium unfiltered for days/ weeks an acceptable ‘solution’. This would clearly see my fish all die and mean I would have to recycle essentially starting from scratch whilst also having to purchase new fish while killing the existing ones.
I then tried to reject the goods as within 30 days and uk consumer right only to be told they would only do this if the filter was boxed, unused and as new, an almost flippant response considering my ongoing issue with the running of the filter.
I am now seeking legal advice as the only options I see are to
1. Purchase a second filter to use while the £220 FX2 is tested, when returned leaving it as a costly ‘spare’.
2. Put up with the unbearable noise.
3. Return it and wait to remove dead fish (not an option!)
I have already sound deadened the enclosure at cost with little improvement.
To sum up, please consider carefully products with fantastic long warranties as when needed, this particular manufacturer, FLUVAL will pass back to the retailer and the retailer, Huggle Pets, will only offer an unattainable ‘solution’ and reject any claim under the Consumer Rights Act 2015 essentially leaving an expensive product, not fit for purpose and a very bitter taste.

Update: no replacement parts were sent or offered, this may have been a better solution. I did however buy an alternative filter (completely silent) and returned the FX which was promptly tested and as stated in the reply, refunded.

"Superb dog crate at a great price quick…"

Superb dog crate at a great price quick delivery! Perfect!

"Delivery not on time, poor customer care service"

We placed order on B&Q and the item show shipped by Hugglepets. Tracking: JD0002230984119370, We placed the order on 09/04/2024 and today is 18/04/2024 still we are waiting for delivery i have sent email many times and called customer care but no one help quickly at last today i have cancelled this order. but we are not happy with hugglepets and B&Q.

"Super Quick delivery and product as…Highly recommend and would use again. "

Super Quick delivery and product as advertised and nicer than expected!

"Delivery Issue Resolved"

Purchased ceramic dog bowls online. Unfortunately when arrived one bowl was broken. Emailed and received a prompt reply offering a replacement which I accepted. Unfortunately this also came broken! Again a very quick response upon requesting a refund, agreeing to action it.

Certainly an issue with their courier of choice (Yodel) so only 4 stars, but can't fault Huggles response to the issue.

"appalling service, do not buy online"

Purchased an item that had a problem, was not easy finding the returns procedure, so sent the item back with an explanation email. Spoke with someone very unhelpful on the phone as there was also a problem with their website, got a snarky reply and the woman on the phone was treating me with contempt. Eventually resolved after 4 weeks, how this company will survive against Amazon and the like with service this bad I will never know

"My cat loves the water fountain"

My cat loves the water fountain, it's cute. Great communication with Hugglepets who replaced a fountain with a faulty LED promptly.

"Excellent support and customer care"

Excellent support and customer care. I bought a CO2 kit for my aquarium, and there was a fault with the unit. HugglePets quickly sorted it out. Highly recommended retailer. I will definitely use HugglePets again.

"Great shopping experience"

I bought an item which was damaged in transit. There was excellent communication, and a replacement was dispatched immediately. Highly recommend this company.

"Very poor customer service, so unhelpful"

Bought an item through Amazon. Item itself arrived (not the best of quality as absolutely covered in glue). However the worst of it was that I had to pay an extra £5 to collect from Royal Mail because their courier (Yodel) had decided to put it in a post box instead of do their job and deliver! When contacted, the seller was not in the least bit helpful, refusing to take any responsibility. Despite Amazon telling them they needed to refund and claim back from their courier they continued to be completely ignorant and refused any further action. Very poor attitude and service should you need to contact.

-In response to the reply below, of course the courier has no record of delivering it…they didn’t! They just put it in a post box! I have photos of the packaging to prove it was put in a Royal Mail post box and forwarded this to them to just keep getting them same response below!! They have had this problem emailed to them and I also have the emails and their responses to prove it!! Below response shows their complete ignorance!