HugglePets レビュー 1,840

This is such a lovely shop and have anything you need including raw food, reptile food and even a lovely big fish selection, the staff are so helpful and are really knowledgeable. definitely recommend coming here

The worst company I've ever dealt with, atrocious customer service. Wrong items sent (via ebay) which they point blank refused to acknowledge. In the end, I had to ask Ebay to step in who confirmed they were in the wrong and refunded me in full. I wish I had read others experience here before I ordered from them. 1 star is too much, absolutely shambolic!

Ordered on Amazon 12 days ago
Delivery promised 10 days ago
Item stated as possibly lost
Despite numerous requests for cancellation and refund HugglePets continue to advise about delivery dates that are not actioned.
Our requests for cancellation are ignored and replies reference delivery updates
Do not use this company

I buy my parrot food from their eBay shop.
I have 2 new baby parrots that are coming on to eating seed. So, it was the first time I have had seed in my hand & all of a sudden T had little black bugs all over my hand & arm. Went online & found out that Baulk seed is put in the supplier's own plastic bags is untreated, & when you buy Manufacturer's plastic sealed bags, they have been treated. Huggle Pets are not being helpful. They want photos. I am 77, housebound with cancer. So not very helpful, to PENSIONERS. Head office will not deal with eBay problems

The item I purchased was too big they dont offer any form of return FOC of which you have to pay. Despite 14 days breathing space. Wont be buying from them again

Fabric dog crate coming apart on seam after 5 months use of from being used in car for safe transport.
Response from customer service was very dismissive and couldn't help after that length of time - so basically they don't care.
Poor quality item and should last longer.
Avoid buying from - I never will again

I am not very impressed with this company at all. I received a supposedly new birds cage which was packaged in squashed cardboard boxes and then covered with bin liners to keep it together. I wasn’t able to erect the cage due to the improper way it was packaged. Customer services took weeks to reply to emails, and eventually they arranged a collection for me, telling me to make sure there was no label on the outside. I assumed the delivery company would have brought a label with them, but when they came to collect the package, the driver didn’t know anything about a label, so, I refused the collection as I didn’t want it to go missing and lose my refund, the driver totally agreed with my decision. Again I emailed the company, and they then told me as I refused the collection there was nothing else they would do. I replied explaining why I didn’t want to send a parcel with no label on with a delivery company, the driver told me they don’t provide labels they just collect and deliver, so I didn’t want to risk it being lost. Huggle pets just sent me the same email saying there was nothing they can do. When I buy a brand new product I expect it to be packaged correctly and to not be damaged by poor packaging. And if this isn’t the case, then I expect their customer service to put right the problem. Never before have I sent a parcel without a label being attached, by myself or by the driver collecting the parcel attaching it at my door and scanning it as being collected. That would be silly, parcels can go missing even when they do have a label on. I used to buy my bird food from huggle pets, but not any more after such a long, drawn out, frustrating experience, and loss of money for a bird cage which is currently still cluttering up my hallway as it cannot be built. Very poor service all round, if I could give zero stars I would.

This is an added reply to your response:

You have not understood at all. The driver who came to collect the package did not have a label, and knew nothing about a label, he said they only collected parcels and didn’t provide labels. I stated this in my email to you. I asked him if he had a label with him, he said no, I asked if there would be a label to attach when he got back to the depot, he said no. He knew nothing about a label, maybe he was new, I have no idea, but this isn’t my fault. So having no label, there was no code to scan to be able to confirm the collection had taken place. I am sure anyone would be very reluctant to send a parcel with no label attached. You say in response to my review that you would have been responsible had the parcel gone missing. Had it gone missing, how would you have been able to determine if the parcel had been collected if it hadn’t been scanned and said there was no evidence that the parcel had been collected? I was home at the time of collection and answered the door, as I said I would be. I was not sending a parcel which I had paid for into the delivery system with no reference to where it had come from or where it was going. The delivery person completely understood my concerns, which you seem to completely miss. Regarding the packaging, for a brand new item, it was unsatisfactory, they were square cardboard boxes made to fit a flat packed rectangular bird cage with alot of parcel tape to hold it together. And a further wrapping of bin bag looking “shrink wrap” to hold it together. Because of the way it was packaged I was unable to open out the bird cage. Whether they arrive to you like that or not, it doesn’t change the fact that it was badly packaged and damaged, which again, is not my fault. As far as I am concerned I followed the correct procedure in reporting faults and being there when the delivery person came to collect. I cannot be blamed for not feeling comfortable sending the parcel with a complete stranger with no label for the package and therefore no reference to it being collected.

Bought these treats for our Yorkshire Terrier, definitely loves them.....
My conjure is very happy with your seed mixture therefore so am I

Great product, great customer service. Friendly and helpful.
Excellent product and service. We will be back with another order

Very disappointed by the poor customer service. I ordered a fabric pet carrier which, whilst it came promptly, had no instructions for how to set it up and how to secure it safely in a car. The set up was easy enough to work out and I found a video on YouTube but there was nothing about fastening the carrier into the car. The handles on top seem too long to put the seat belt through and ensure the carrier cannot move and the seat belt can slip if there is nothing to put the belt through..
I contacted the seller who simply said put the belt around it, however the belt can move and the carrier is therefore not fully secure.
I then asked if they could provide a photo of a carrier installed in a car and was told “no” and that they’d not had complaints before (I had not actually complained, but had asked for clarification) !
After this the seller simply said they couldn’t help further!
The carrier itself is ok though the mesh seems rather flimsy and the holes are quite big in it, and the pad on the bottom slides.
I wouldn’t buy from these again unfortunately.

I’m giving this company 3 stars because the communication and customer service has been relatively good, especially over the Christmas period.

Wanting to treat my elderly mother to a small fish tank, I decided to shop around carefully doing my research as she did not want something too big or expensive. I came across this company who had an offer on a highly rated product.

The tank was delivered really quickly, with regular updates. Once delivered, I was unable to unpack this to check for damages due to the fact that it was so well packaged. If I had of taken it out, I never would have been able to put it back in to wrap it up for Christmas. With this in mind, I assumed that it would be fine.

On Christmas Day, my mother was extremely disappointed when she took the item out of the packaging and one of the sides of the glass had a crack running from corner to corner. I immediately got into contact with Hugle pets to explain the situation. Initially, they stated that there was nothing which they could do, but then asked for pictures, which was sent as soon as I could. This went on for a couple of days - Which considering the outcome was a complete waste of everybody’s time.

As the item is defective, I went to my credit card for support to claim the funds back or to obtain a replacement from the company. My credit card agreed that I had a fair case and pursued this on my behalf however Hugle pets have decided not to accept this claim.

I really appreciate what they are saying with regards to checking items on delivery as explained above this was not really achievable at the time. The bottom line is, Item is broken and unfit for purpose. We have offered to send the tank back, but so far this is still an ongoing process.

Next time, I will go to pets at home I have never had a problem with. The moral of the story- stick with what you know.

Don’t buy from these people. No idea of customer service or of online selling law.
They sent me an incorrect item and have refused to pay for the return. This is illegal.

Someone got our name and address and our phone number and they have ordered puppy Bella something we and my.husband have never heard of this place we have checked on our eBay nothing or amazon nothing don't know who's ordered this

Awful customer service, three failed deliveries by courier company hence arrived too late, company expect me to pay postage to return when their failure and extreme abuse experienced by delivery drivers

I purchased a portable dog crate. It was a really good price and arrived promptly. Our lovely puppy looks very comfy in her crate

Ordered on Sunday with express (24hr) and 5 days later no delivery.
Emailed their customer service but no reply.
Bought an alternative and will return this for a refund.
Shocking service.

I have dealt with Huggle Pets on eBay many, many times - as a repeat customer, and consider them really fantastic in every respect. I can recommend Huggle Pets handsdown, one of, if not the best.

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.

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

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.