Douglas Hall Kennels レビュー 

Douglas Hall Kennels からの回答

2025年11月11日

Response from Douglas Hall Kennels Ltd

Thank you so much Jim for your lovely review! 🐾
We’re really pleased to hear that you found the whole process easy and that our team made you feel welcome and supported.

We encourage everyone to take their time, meet the puppies properly and enjoy the experience — so it’s great to know you felt comfortable staying as long as you needed.

Thank you again for choosing us, and we hope your new little one is settling in beautifully!

Douglas Hall Kennels からの回答

2025年11月11日

Response from Douglas Hall Kennels Ltd

Thank you Michelle for taking the time to share your thoughts. We do appreciate your concern for your family member, but there are several points that need to be clarified for accuracy and fairness.

1. Regarding your comment about “scripted responses.”
We are responding to a large number of reviews posted within a very short timeframe by individuals who were not involved in the purchase. Where the same incorrect claims are repeated, our responses naturally need to address the same points. This is not a script — it is simply correcting the same misinformation across multiple posts.

2. On reviewing a business you have not personally used.
Review platforms generally expect reviews to be based on first-hand experiences.
Your family member’s experience — which we responded to directly — is valid for her own review.
However, second-hand accounts, especially when serious allegations are being made, can be misleading to readers who believe they are reading genuine first-hand customer experiences.

3. The claim that the puppy died due to our “lack of care.”
This is not supported by the veterinary findings. The puppy was:
• healthy and vet-checked at the point of sale
• vaccinated by a licensed veterinary surgeon
• showing no clinical concerns when collected
• handled in accordance with DEFRA and council regulations

The condition that developed occurred after the puppy had left our care. We understand how upsetting that is, but attributing this to our kennels does not reflect the facts recorded by both veterinary professionals and the local authority.

4. Conjunctivitis on collection
No such issue was raised at the time of collection or during the 48-hour post-purchase period, which is when any health concerns should be reported so that we can support and advise.
Had we been made aware, we would have assisted immediately — as we do with all customers.

5. On licensing and star ratings
The star rating issued by local authorities is influenced by numerous administrative factors (building works, council policy changes). A temporary reduction does not indicate poor welfare, nor wrongdoing.
This has been clarified by Pendle Borough Council directly.

6. On refunds and support
A refund was issued — and accepted — by the purchaser.
This was done as a gesture of goodwill, even though the issue was determined to have arisen after the puppy left our premises. To state that “no refund was offered” is not accurate.

7. On whether your niece was a “genuine customer”
She was, and we have never claimed otherwise.
Our reference to “genuine customers” relates to the many reviews now being posted by people who have had no direct contact with us and are repeating incorrect claims. Her own experience was responded to in full and directly.

⸻

We truly are sorry for your family’s loss — that is not in dispute. What we cannot do is accept responsibility for circumstances that were not caused by our establishment, nor allow repeatedly inaccurate statements to go unaddressed.

We remain fully open, licensed, transparent, and welcome any customer — present or future — to visit us in person, view our facilities, meet our team, and ask questions directly.

Douglas Hall Kennels Ltd
Fully Licensed • DEFRA Regulated • Transparent & Welfare-Led

Douglas Hall Kennels からの回答

2025年11月11日

We are very sorry that your friend experienced the loss of their puppy — it is a deeply upsetting situation for any family. However, several of the statements made in this review are not accurate, and it is important that readers have the correct facts.

✅ The puppy did not become ill while in our care.
He left us healthy, vet-checked, and vaccinated. The condition developed later, after leaving our premises, which was confirmed by the attending vet. No illness was present at our kennels at that time.

✅ All vaccinations were correct, issued by a licensed veterinary surgeon.


✅ Puppies are not mixed together without vaccination protection.
We follow DEFRA’s Animal Welfare Regulations, which require strict separation of puppies by age group and vaccination status. This is checked during licensing inspections, and no concerns have ever been raised.

✅ Puppies are never taken from their mothers too early.
This would be illegal, unethical, and harmful, and we have absolutely no reason or benefit to do so. All puppies stay with their mothers for the correct period under veterinary oversight.

✅ Lucy’s Law is being misinterpreted here.
Lucy’s Law applies to third-party sellers (e.g., pet shops or resellers).
We are a licensed breeding establishment, meaning Lucy’s Law does not require the mother to be present at the point of sale. This is confirmed by DEFRA and by local councils nationwide.

✅ Regarding the 1-star council rating claim:
This is misleading.
Star ratings can change for many administrative reasons such as size of operation, staffing ratios, renewal timing, council policy updates, or facility upgrades. A change in star rating does not mean poor welfare.
We are now back to a top rating because we comply fully with DEFRA regulations, and our premises and procedures meet all required standards.

✅ We acted compassionately and responsibly.
Despite the issue arising after the puppy had left our care, we still provided a full refund, which the purchaser accepted.

We understand that many recent 1-star reviews are being posted by friends and relatives who have never visited us or purchased a puppy. While understandable as a gesture of support, this does not reflect genuine experience.

We remain fully transparent and welcome anyone to visit our premises, see our facilities, meet our staff, and view our licensing documents. Welfare is — and always has been — our priority.

Douglas Hall Kennels Ltd
Fully Licensed • DEFRA Regulated • Open & Transparent

Douglas Hall Kennels からの回答

2025年11月11日

We are very sorry that you are still grieving the loss of Arthur — losing a puppy is an extremely painful experience for any family, and we truly sympathise. However, the claim that his passing was due to “neglect in his early life” is not accurate, and it is important that readers have the correct information.

✅ Arthur did not become ill while in our care.
He was fully vet-checked & vaccinated, and healthy at the time of collection. No issues were raised by the attending vet or by the purchaser at that time.

✅ No illness or welfare concern existed at our premises, there was no disease present in our kennels.

✅ We followed all required welfare, breeding and veterinary standards.
We are a fully licensed and regulated breeding establishment, inspected routinely. Our facilities, procedures, and care standards meet all DEFRA Animal Welfare Regulations.

✅ We treated the situation with compassion and responsibility.
Although the condition developed after Arthur left our care and was outside our control, we still provided a refund, which the purchaser accepted.

✅ We understand that many of the recent negative reviews have come from family and friends.
While we appreciate their desire to offer support, these individuals have never visited our kennels or had any direct experience with our puppies or staff. It is important that genuine customers are aware of this.

We remain fully transparent and invite anyone to visit our premises, meet our team, view our licensing documents, and see our puppies and facilities in person.

Once again, we are very sorry for the loss of Arthur — but the claims made here do not reflect the facts, our veterinary records, or the findings of the local authority.

Douglas Hall Kennels Ltd
Fully Licensed • DEFRA Regulated • Welfare First

Douglas Hall Kennels からの回答

2025年11月11日

Thank you so much Daisy for your lovely review! 🐾
We’re delighted to hear that you enjoyed visiting us — even without the pressure to buy — and that you felt supported and welcomed by our team.

Huge congratulations on your new Cavapoochon! It’s wonderful to hear he’s already doing so well with his puppy pads on his very first day. We’re sure he’ll continue to settle in beautifully.

Thank you again for your kind words. If you ever need any advice or support as he grows, we’re always here to help.

Douglas Hall Kennels からの回答

2025年11月11日

Thank you so much for your lovely feedback! 🐾
We’re really pleased to hear that you found the whole process easy and that being able to spend time with the puppies helped you get a true sense of their nature and personalities.

We believe choosing a puppy should be relaxed, open and enjoyable — so it’s great to know you felt that during your visit.

Thank you again for taking the time Tolbot to leave a review. We hope your new companion is settling in wonderfully!

Douglas Hall Kennels からの回答

2025年11月11日

Thank you so much Anne for your wonderful review! 🐾
We’re delighted to hear that your daughter fell in love with your little Cavapoo, and that you also felt welcomed and supported when you visited the following day.

It’s lovely to know you were able to spend plenty of time cuddling Pippa and meeting the other puppies — we always want families to feel relaxed and confident when choosing the right companion.

We’re so pleased Pippa went home with everything she needed and that our follow-up call was helpful while she settled in. Hearing that she’s doing well truly makes our day.

Thank you again for taking the time to leave such kind feedback — we’re always here if you ever need any support or advice as she grows.

Douglas Hall Kennels からの回答

2025年11月11日

Thank you so much Carla for your lovely review! 🐾
We’re thrilled to hear how well Peanut is doing — Cavapoos really do grow into such confident, affectionate little companions, and it’s wonderful to know he’s thriving with you.

We’re always happy to help with any questions along the way, so it means a lot to hear that you felt supported.

Give Peanut a big cuddle from all of us, and thank you again for taking the time to share your experience!

Douglas Hall Kennels からの回答

2025年11月11日

Thank you so much, Gail, for your wonderful review! 🐾
We’re delighted to hear how happy you are with Bailey — Cavapoochons really do make the sweetest little companions, and it’s lovely to know he’s doing so well.

It means a lot to us that you found our kennels clean and our puppies well cared for. We take great pride in maintaining a high standard of welfare and a welcoming environment for every family who visits.

Thank you again for your kind recommendation — give Bailey a big cuddle from all of us!

Douglas Hall Kennels からの回答

2025年11月11日

Thank you so much for your lovely review, Mrs W! 🐾
We’re really pleased to hear that you found our kennels clean, welcoming, and that our dogs appeared so well looked after — their welfare is always our highest priority.

We’re glad you appreciated being able to visit freely during opening hours and spend time with the puppies. Our team love helping families find the right match, so it’s wonderful to hear you found everyone friendly and knowledgeable.

Thank you again for taking the time to share your experience — it means a lot to us!

Douglas Hall Kennels からの回答

2025年11月11日

Thank you so much, John, for your wonderful review! 🐾
We’re delighted to hear that your experience with us was friendly, reassuring, and informative — and it’s lovely to know you already knew two Douglas Hall pups before choosing to visit us yourself.

Our team always aim to give honest guidance and support, especially when families are still deciding which breed will suit them best, so your kind words mean a great deal.

We hope your new puppy is settling in beautifully. Thank you again for choosing us and for taking the time to share your experience!

Douglas Hall Kennels からの回答

2025年11月11日

Thank you so much for such a fantastic review! 🐾
We’re delighted to hear that you and your family have had such positive experiences with us — four dogs over the years is the biggest compliment we could receive.

It means a great deal to know that our team made you feel welcome, supported, and confident throughout the process. We always aim to be approachable and informative, especially for first-time puppy owners, so your feedback truly means the world.

We hope all of your lovely dogs continue to bring you so much joy, and if you ever need anything, we’re always here to help.

Douglas Hall Kennels からの回答

2025年11月11日

Thank you so much for your lovely review, Tracey! 🐾
We’re delighted to hear that you felt welcomed and supported from the moment you arrived right through to collecting little Ted. Our team always strive to make the experience relaxed, informative and enjoyable, so your kind words really mean a lot.

It’s wonderful to know that you would highly recommend us and that our family-run atmosphere and beautiful location added to your visit.

Give Ted a big cuddle from all of us, and thank you again for choosing Douglas Hall Kennels!

Douglas Hall Kennels からの回答

2025年11月11日

Thank you so much, Tracy, for your lovely review and for coming back to us for your second puppy! 🐾
It means the world to us when families return — it’s one of the biggest compliments we can receive.

We’re so pleased to hear that you enjoyed being able to spend plenty of time with the puppies and choose at your own pace. We always want the experience to feel relaxed and pressure-free.

It’s great to know you found everything helpful — from microchipping and vaccinations, to the puppy pad, food, and ongoing advice. Our team is always here if you ever need support as your little one grows.

Thank you again for your kind words and continued trust. Give your Cockapoo lots of cuddles from all of us!

Douglas Hall Kennels からの回答

2025年11月11日

Thank you so much for such a thoughtful and heartfelt review! 🐾
We’re absolutely delighted to hear how well little Honey is doing — she sounds like an incredibly bright, cheeky and loving little Cockapoo, and it makes us so happy to know she has settled so beautifully into family life.

We really appreciate you highlighting the point about seeing mums — as you said, puppies over 8 weeks old are no longer with their mothers, and we always follow the correct welfare guidelines. It’s lovely to hear that our clean kennels and the care shown by our team reassured you from the start.

We’re also so glad the 24–48 hour vet check gave you peace of mind and confirmed she was perfect. Hearing how quickly she’s picked up her training — sit, paw, lie down, great on and off lead, and almost house trained — really does show how clever she is!

Our follow-up calls are something we believe in strongly, so thank you for mentioning that too. Staying in touch and making sure every pup is settling well is really important to us.

Give Honey a big cuddle from all of us — especially before her first groom!
We truly appreciate your recommendation and would be honoured to welcome you back in the future.

Douglas Hall Kennels からの回答

2025年11月11日

Thank you so much for such a thoughtful and heartfelt review! 🐾
We’re absolutely delighted to hear how well little Honey is doing — she sounds like an incredibly bright, cheeky and loving little Cockapoo, and it makes us so happy to know she has settled so beautifully into family life.

We really appreciate you highlighting the point about seeing mums — as you said, puppies over 8 weeks old are no longer with their mothers, and we always follow the correct welfare guidelines. It’s lovely to hear that our clean kennels and the care shown by our team reassured you from the start.

We’re also so glad the 24–48 hour vet check gave you peace of mind and confirmed she was perfect. Hearing how quickly she’s picked up her training — sit, paw, lie down, great on and off lead, and almost house trained — really does show how clever she is!

Our follow-up calls are something we believe in strongly, so thank you for mentioning that too. Staying in touch and making sure every pup is settling well is really important to us.

Give Honey a big cuddle from all of us — especially before her first groom!
We truly appreciate your recommendation and would be honoured to welcome you back in the future.