HugglePets レビュー 1,840

HugglePets からの回答

2023年3月9日

Good afternoon, David. Thank you so much for your 5-star review and comments. Kind Regards, HugglePets

HugglePets からの回答

2023年3月2日

Good afternoon, Tanya. Thank you so much for your lovely review. We are so glad to hear, given the circumstances of not being able to supply you with what you had originally ordered, that you were still pleased with the service received from us! Have a great day. Kind regards, HugglePets

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2023年2月16日

Hey Cheryl! Thank you for your valued 5-star review. We are so sorry for any inconvenience that may have been caused from this, but we are so pleased to see that you are still happy with your order and the service received after! We also appreciate your understanding. Have a great day! Kind regards, HugglePets

HugglePets からの回答

2023年2月6日

Hey Chris.

I am sorry to hear that you feel this way.

I have checked all correspondence had between yourself, and our eBay customer service reperasentatives.

I can see that you placed your order back in November 2022. Initially you reported that you had received the incorrect item. When we receive reports like so, an internal investigation is raised. We kindly requested images of the item received, along with the barcode provided on the tag of the item, so we were able to see what item you had received.

A return label was provided after you opened a return under the reason of "Item was not as described in the item's description"

The item has not since been returned to us.

Items are refunded on their return.

Thank you
HugglePets

HugglePets からの回答

2023年2月16日

Hey! Thank you for your valued 5-star review, we are so glad to hear you are pleased with your purchase. Have a great day. Kind regards, HugglePets

HugglePets からの回答

2023年2月16日

Hey! Thank you for your valued 5-star review, we are so glad to hear you are pleased with your purchase. Have a great day. Kind regards, HugglePets

HugglePets からの回答

2023年2月16日

Hey Catherine! Thank you for your valued 5-star review, we are so glad to hear you are pleased with your purchase. Have a great day. Kind regards, HugglePets

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2023年2月3日

Good morning, Kathleen. Thank you so much for your valued five-star review, and lovely comments! Have a great day. Kind regards, HugglePets

HugglePets からの回答

2023年1月6日

Good morning Katherine,

I am sorry to hear that you feel this way and for the item reaching you in this condition. I can assure you this is not the standard we expect.

As a pre-paid label has been provided, once the item is returned we issue you with a full refund, and investigate this issue.

My sincere apologies for any inconvenience caused here.

Kind regards,
HugglePets

HugglePets からの回答

2023年1月6日

Hey Beccy!

Thank you so much for your lovely 5-star review, and comments. We want all of our customers to be happy with the product and service received from us.

Happy new year!

Kind regards,
HugglePets

HugglePets からの回答

2022年12月23日

Hey Lisa! Thank you so much for your valued five-star review. We appreciate your comments. Kind regards, HugglePets

HugglePets からの回答

2022年12月20日 に更新

Hi Enrique.

Thank you for your review. I am afraid I have to disagree with a few of your comments here.

Nov 28 at 09:52 AM you contacted us to advise us the item no longer works. Due to only having access to eBay orders directly on eBay for three months, we were no longer able to access your order by searching with your eBay username. We then got straight back to you, requesting that you send us the order number for this particular item that was purchased so we could have a look on our internal system.

After you sent us an image of the item, Nov 30 at 10:52 AM we asked you "May I ask if you have replaced the impeller at all?" at no point did we advise you to purchase this.

Dec 9 at 04:45 PM, you reached back out to us to advise us after you had received the impeller purchased that it still did not work.

Dec 12 at 01:06 PM, we asked you to return the item for testing. We also advised you "Once this item has come back to us, we can investigate the matter and we can then arrange for a replacement to be sent. If the item is found to be in normal working order, you will need to arrange for the item to be returned to you. We will hold your item for 7 working days whilst you arrange this."

We advise using a tracked courier to return items in case the item becomes lost in transit, to ensure you can claim the lost item if this does happen.

We received the returned item on the 16th of December, severely damaged, this was due to the item being returned in a shoe box, with bubble wrap, wrapped around it. This is not sufficient packaging for such a large item, as we have shown you in photographs.

Due to the damage, we are not able to test this item.

We have agreed to hold onto the item for 7 days should you wish to collect the item back from us.

Kind regards,
HugglePets

HugglePets からの回答

2022年11月25日

Hi Hannah,

I am very sorry to hear that you feel this way.

I have checked all email correspondence between you and our customer service team.

I can see that you reported the item was damaged 3 weeks after the item arrived, and that you had used the item twice.

We contacted you to see exactly how the damage occurred, you then informed us that the damage was caused whilst unfolding the item, and putting it back together.

Due to the nature of your complaint, and due to the damage being caused whilst in use, this is not covered under warranty. All items stocked are tested extensively before they are put on the market.

Kind regards,

HugglePets

HugglePets からの回答

2022年10月17日

Hi there,

We are sorry you had to wait ten minutes in store on Friday. We aim to serve customers as soon as reasonably possible. The staff member in question is still completing training so there are things she can't do at the moment. So we ask for patience while people are still learning.

Our staff do have to legally take breaks I'm afraid.

Kind regards,
HugglePets

HugglePets からの回答

2022年10月4日

Good morning Wendy,

I am very sorry to hear that you feel this way.

I have monitored all eBay correspondence and recorded telephone calls. Our eBay customer service department and HugglePets website customer service department are two seperate teams. When you called our main office telephone number, you were advised that we cannot access eBay orders, and can only access orders that have been placed directly through our website. This is also on the pre-recorded message at the start of the call.

On Sep 27 at 03:12 PM, we received a message from you to state that the light had stopped working on your Catit Fountain after three months.

We got back to you to request images of the item in question, when faults are reported to us we have to report these back to our supplier. Images were requested from you as they are also requested from us when the fault is reported.

Once we received the image from you, we informed you although the order being outside of our 60-day return policy, you are more than welcome to return the item for testing, we can investigate the matter and we can then arrange for a replacement to be sent if a fault is found. If the item is found to be in normal working order, you will need to arrange for the item to be returned to you. Your order is no longer visible through eBay due to the time elapsed, hence why you were not offered a refund and only a replacement if the item is found to be faulty.

You then advised us that you had escalated this issue with eBay and PayPal.

I can see that the eBay case has now been closed in HugglePets favour by eBay directly, and you were not refunded.

In regards to the telephone call with one of our customer service representatives, as the pre-recorded telephone call states, they are not able to access any orders or correspondence through any platform other than our direct website. The telephone number is shown on listings for collection purposes only.

Kind regards,
HugglePets

HugglePets からの回答

2022年9月22日

Hi there, thank you so much for your valued 5-star review! We are so glad to hear that we could help! I am however sorry to hear that your item got to you damaged. We appreciate your understanding with this matter. Kind regards, HugglePets

HugglePets からの回答

2022年9月6日 に更新

Hi Stephen Allen.

As stated in our automated telephone message, all telephone calls are recorded.

I have monitored both telephone calls made to our main office yesterday evening at 15:48 pm and 16:06 pm.

In your first telephone call, you spoke with a lady from our customer service department. You advised her that you had been charged twice for delivery. When we looked into this for you, we could see that both orders placed had already been shipped on an express delivery (next day) which you paid an extra £8.99 for on both orders. Your first order was placed with us on September 2nd, 2022, at 11:16 pm, and your second order was placed on September 3rd 2022 at 10:04 pm. We informed you, due to both orders being dispatched we were not able to cancel the orders.

Once you were informed of this you began to raise your voice, and became abusive. You were advised by the lady that took your call, if you continued to shout and talk to her in such a manner, the telephone call would be terminated. Shortly after this was said, the phone call was terminated.

You then called our office again, to which our managing director answered the call, this is where you began to use profane language and continued to shout. Therefore, you were then told to not call our office again. We do not tolerate this behaviour, we are here to help.

Thank you.
HugglePets

HugglePets からの回答

2022年9月5日

Good morning Lewis.

I am very sorry to hear that you feel this way. I have looked into this matter to see what went on here.

You reported that you had received the incorrect item in your first message sent to us, however, we received no images. Images of the item were therefore requested including an image of the barcode shown on the item so we were able to cross-check the item received with your order, when we received the photographs from yourself of the item, we could see that the driftwood was wet, meaning that this item had already been used. We could also see that the item measured to 38cm, sadly you could not provide us with any images of the barcode. As the item had been used, and we could see with the measurements provided that you may have received the "Large" a partial refund of £17.25 was offered. You advised us that the item was not wet, and that it had not been used.

A pre-paid label was therefore given for us to investigate the matter once the item has been returned. Once this has been returned back to us we will then be able to determine which item was received, and issue a replacement/refund.

Thank you

HugglePets

HugglePets からの回答

2022年8月11日

Good morning Talbir, thank you so much for your lovely comments and 5-star review! We are so pleased to hear this. Take care, HugglePets

HugglePets からの回答

2022年6月15日

Good morning! Thank you so much for your lovely 5-star review, and kind words. We really appreciate it. Have a great evening. Kind regards, HugglePets