"Got exactly what we ordered recommend…"

Got exactly what we ordered recommend item good quality will be ordering again in future

"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.

"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.

"Fantastic service and speedy delivery…"

Fantastic service and speedy delivery 👏 will definitely use again

"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.

"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.

"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.

"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.

"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.

"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