pawfect4pets.co.uk レビュー 

pawfect4pets.co.uk からの回答

2026年9月16日 に更新

Hi Angie

Thank you for your feedback. We’re sorry that the delivery time and the cooling mat did not meet your expectations.

Your order was placed on 4 July and delivered on 18 July during an exceptionally busy period for cooling products due to the hot weather. When you contacted us regarding delivery, we marked the order as urgent and responded to your enquiry.

We would, however, like to clarify that following delivery, you had the cooling mat for approximately two weeks and at no point during that period contacted us to raise any concerns regarding its quality or performance.

The first time we became aware that you were unhappy with the product was through this Trustpilot review. Had you contacted us directly, we would have been more than happy to discuss your concerns and assist you.

We would also like to clarify that this product is not a gel-filled cooling mat, so it should not be compared directly with the gel mats mentioned in your review. It is designed to help dissipate body heat and provide a cooler surface without gel, water or electricity, and it can also be placed in the fridge for additional cooling. Our products are Non toxic and we are proud of this!

We respectfully disagree that the mat has “no cooling properties whatsoever.” However, we appreciate that different types of cooling products suit different dogs and that you personally preferred the gel mats you subsequently purchased.

We are disappointed that we were not given the opportunity to address your concerns about the product during the two weeks you had it before those concerns were posted publicly, particularly as we had previously responded when you contacted us regarding delivery.

pawfect4pets.co.uk からの回答

2026年9月16日

Hi,

We’re sorry to see this review, however we are unable to identify you as a customer or establish which product or order this review relates to from the information provided.

The review contains no order details, product information or description of the issue experienced, and we therefore have no way of investigating the comments regarding quality or effectiveness.

We have requested further information through Trustpilot so that we can identify the purchase and look into your concerns. Please provide your order number or the name/email address used when placing the order so that we can investigate properly.

*update*- no information has been provided through Trustpilot so we have to treat reviewer as not genuine.

pawfect4pets.co.uk からの回答

2026年9月16日 に更新

Hi,

We feel it is important to clarify the sequence of events here, as this review does not accurately reflect our records.
You opened a PayPal dispute regarding non-delivery before the order had been delivered.

The goods subsequently arrived and you therefore had the products in your possession. However, the PayPal dispute was not cancelled following delivery and PayPal subsequently refunded the payment.

This resulted in a situation where you had received the goods but we no longer had payment for them. We therefore contacted you requesting payment for the goods you had received. This was not an attempt to charge you twice, nor was it a “second demand” for payment for goods you had not received.

Importantly, no allegation that the products were dirty, stained or damaged had been raised with us prior to our contacting you regarding the outstanding payment. These concerns were raised only after we requested payment for the goods that had been delivered.

Had we been informed upon delivery that the products had arrived damaged or marked, we would have been able to investigate this and arrange an appropriate resolution. We were not given that opportunity before the PayPal matter and outstanding payment became the issue.

We also dispute the suggestion that we attempted to take money improperly through PayPal. Our communication concerned payment for goods which had been delivered and remained in your possession after the original payment had been refunded.

We appreciate that you did not like the products and you are entitled to express your opinion regarding their quality. However, we feel it is important for anyone reading this review to understand the chronology: the PayPal dispute was opened before delivery; the products were subsequently delivered; the dispute remained open and the payment was refunded; we then contacted you because the goods had been received without payment; and only after this were allegations regarding damage or staining raised with us.

We retain the relevant order, delivery, correspondence and PayPal records should these be required to verify the timeline. We also had to ask for review to be amended as customer was rude and used staff names within her review.

Kind regards,
Pawfect4Pets

pawfect4pets.co.uk からの回答

2026年9月16日 に更新

Hi Lee,

We’re sorry to see this review, but would like to clarify several points as our records differ from the account given.

Our delivery timeframe was clearly displayed on our website prior to purchase. When you contacted us regarding your delivery, we responded promptly with an update on the whereabouts of your order and provided the relevant tracking information.

Regarding the size of the dog bed, the item delivered was the size that was ordered. The dimensions are clearly displayed on the product page and the size selected is also shown within the product description/order confirmation. We therefore did not dispatch an incorrect size.

Importantly, we received no communication from you after delivery advising us that you believed the bed was the wrong size or unsuitable for your dog. The first indication we had that there was a problem with the size was through this Trustpilot review. Had you contacted us directly, we would have been happy to discuss the sizing with you and explain the available options.

We are also disappointed that our correspondence has been characterised as rude and unprofessional. Our communication was intended to provide the information requested regarding your delivery and tracking, and certainly wasn't intended to cause offence.
We completely accept that the bed may ultimately not have been the appropriate size for your particular dog.

However, there is an important distinction between receiving the wrong size and receiving the size ordered but subsequently finding it unsuitable. Our records confirm that the size supplied corresponded with the size selected when the order was placed.

We would still be happy to assist if you would like to contact us regarding the sizing

pawfect4pets.co.uk からの回答

2026年9月16日

Hi Jill

We’re sorry to hear that you were disappointed with your Luxury Dog Sofa Bed.

We would firstly like to clarify the delivery point. Our expected delivery timeframe is clearly displayed on the website prior to purchase, so delivery taking over a week is not outside the timeframe customers are advised of when ordering. We do state 7-9 working days delivery on these beds.

Regarding the bed itself, these beds are vacuum packed for transportation and can require time after opening to fully expand and regain their intended shape. Although you allowed 24 hours, we would normally recommend allowing additional time for the filling and sides to fully expand after being compressed during transit.

We are disappointed that you felt the bed was poor quality. We sell these beds to many customers successfully, although we completely accept that an individual product may not meet every customer's expectations.

Importantly, had you contacted us directly after receiving the bed and explained that you were unhappy with its condition after unpacking, we would have been happy to investigate the issue and discuss the appropriate options with you.

We would always prefer to have the opportunity to address a customer's concerns directly rather than for someone to be left unhappy with their purchase.

Kind regards,
Pawfect4Pets

pawfect4pets.co.uk からの回答

2026年9月16日 に更新

Hi Zoe,

We’re sorry to see this review, however we are currently unable to identify you as a customer or establish which product or order your comments relate to.

The review does not provide an order number, product name or any information about the issue you experienced, so unfortunately we have no way of investigating your comments regarding product quality.

We have requested further information so that we can identify the purchase and understand what has happened.

Please provide your order number or the name/email address used to place the order, and we will be more than happy to investigate your concerns.

We take genuine product complaints seriously and, if there is a problem with an item supplied by us, we want the opportunity to investigate and resolve it.

However leaving such a blunt review, without knowing who the customer is, what was purchased or what was allegedly wrong with the product, we simply cannot establish what has occurred.

We would welcome the opportunity to look into this as soon as sufficient information is provided.

pawfect4pets.co.uk からの回答

2026年9月16日

We are unable to identify you as a customer or determine which product or order this relates to.

The review contains no order details, product information or explanation of the issue experienced, so unfortunately there is nothing we are currently able to investigate.

Please provide your order number and details of the problem experienced, and we will be more than happy to look into this for you.

We take genuine customer concerns seriously, but we need sufficient information to identify the purchase and understand what has happened before we're able to assist.

pawfect4pets.co.uk からの回答

2026年9月16日

Hi,

Thank you so much for such a lovely review! 😊 We're absolutely delighted to hear how much your cat loves his cooling mat and that it's helped keep him comfortable during the hot weather.

It's especially lovely to hear that he's chosen to lie on it day and night — there's probably no better endorsement than that! 🐱

Thank you for choosing Pawfect4Pets and for taking the time to share your experience. It's genuinely appreciated by Phil and the whole team.

pawfect4pets.co.uk からの回答

2026年9月16日 に更新

Hi,

We’re sorry that you were disappointed with the product, however we feel it is important to clarify both the delivery and the subsequent communication.

Firstly, our advertised delivery timeframe was 7–9 working days, not calendar days. Weekends therefore do not form part of the stated delivery period. These products are in high demand due to the very warm summer.

Regarding the cooling mat, this is not a gel-filled cooling mat and is not designed simply to feel cold when touched by a human hand. It works differently from gel-based cooling products and is designed to help provide a cooler surface for pets without the use of cooling gel.

We appreciate that this type of product will not suit everyone's preference but our product description did fully explain what it was you were purchasing.

We must also address your comments regarding our response to your email. Your correspondence to us contained swearing, was rude and aggressive in tone, and included comments about wanting to come to our premises in person.

We considered this language inappropriate and took the reference to attending our premises seriously and in a threatening nature.

You are absolutely entitled to be dissatisfied with a product and to request a return or refund. However, our staff should not be expected to accept abusive or intimidating communication simply because a customer is unhappy with a purchase.

We also strongly disagree with Pawfect4Pets being described as a “total scam.” Pawfect4Pets is an established UK business which has been trading for a number of years and serves thousands of customers including established retailers.

We are always willing to assist customers who are unhappy with a purchase and will continue to do so, but we do expect communication with our staff to remain respectful.

Kind regards,
Pawfect4Pets

pawfect4pets.co.uk からの回答

2026年9月16日 に更新

Hi Josephine,

We’re sorry that you were unhappy with your experience, however we would like to clarify the sequence of events as some important context is missing from this review.

The deodorant spray was unfortunately omitted from your original parcel, which was a genuine packing error and for which we apologised. We then issued a full refund for the missing spray. Once a refund has been processed, it can take approximately 3–5 working days for the funds to appear, depending on the payment provider/bank.

In addition to refunding you, and as a gesture of goodwill for our original mistake, we also sent you the deodorant spray free of charge. You therefore received both a refund and a replacement product.

When you subsequently advised us that the complimentary replacement had arrived damaged and empty, we responded within approximately five hours and simply asked for a photograph of the damaged item. This is a standard and reasonable request when investigating goods reported as damaged in transit, particularly as it enables us to establish what has happened and raise the issue with the delivery provider where appropriate.

Unfortunately, we were advised that the product and packaging had already been disposed of, meaning no photograph or other evidence of the reported damage could be provided.

We absolutely accept responsibility for the spray being omitted from the original order and apologised for that mistake. However, we refunded the missing item and additionally sent a replacement at our own cost, and when a further problem was reported we responded the same day asking for evidence so that we could investigate it.

In those circumstances, we are disappointed to see Pawfect4Pets described as providing “awful” customer service when we made every effort to rectify the original mistake.

Kind regards,
Pawfect4Pets

pawfect4pets.co.uk からの回答

2026年9月16日

Hi,
Thank you so much for your lovely 5-star review! 😊 We’re delighted to hear that your XL cooling mats arrived within the expected delivery timeframe and, most importantly, that you’re happy with them and finding them lovely and cool.
It was a pleasure helping you with the delivery update too. Thank you for choosing Pawfect4Pets and for taking the time to share your experience.

pawfect4pets.co.uk からの回答

2026年9月16日

Hi,

We’re sorry that you were frustrated with the delivery time, however we would like to update this review with the completed order information.

Your order was placed on 9th July and was successfully delivered on 20th July. Our delivery estimates at the time were stated in working days, rather than calendar days, and July was an exceptionally busy period for our cooling range due to the hot weather.

We apologise if your emails were not responded to as quickly as they should have been during this particularly busy period.

Most importantly, the cooling mat was subsequently delivered successfully and we have received no further contact from you reporting any issue or dissatisfaction with the product itself.

We therefore feel the original review, which was written while the order was still awaiting delivery, doesn't reflect the final outcome of the order. We hope your dog has been enjoying the cooling mat and that it has helped during the warmer weather.

pawfect4pets.co.uk からの回答

2026年9月16日 に更新

Hi Kym,

Thank you for your feedback. We’re sorry that you were frustrated by the delivery time and we would like to clarify a few points regarding your order.

Your order was placed on 11th July and the delivery timeframe applicable to the order was 7–9 working days. This timeframe was stated in our delivery information and was also included in the communication sent following the order. We appreciate that you personally consider this timeframe too long, but we do make customers aware of it before delivery.

During this period we were experiencing exceptionally high demand for cooling products due to the hot weather. To help fulfil that demand, some orders, including this one, were dispatched directly from our supplier rather than from our own stock. This explains why dispatch and final UK carrier tracking did not necessarily correspond in the way you expected.

When you contacted us regarding the whereabouts of your order, we responded and provided the Royal Mail tracking information and advised when delivery was expected.

We also want to clarify the reference to our Google reviews. The reviews we previously referred to were Google product/seller review ratings displayed through our Google advertising and shopping activity, rather than reviews on a dedicated Pawfect4Pets Google Business Profile.

We appreciate that our previous wording may not have made that distinction sufficiently clear.

We completely accept that you would have preferred a faster delivery service, and you are entitled to express that opinion. However, the 7–9 working-day delivery timeframe was communicated for the order, and we responded when you contacted us and provided tracking information.

We also apologise if any of our previous responses came across as confrontational. That was not our intention. Since you received and kept the item we suggest that you were happy with the product.

pawfect4pets.co.uk からの回答

2026年9月16日 に更新

Hi Matt,
We wanted to update our response now that some time has passed since this review was posted.

At the time of your review, your order was still within/subject to the delivery timeframe stated for the order. Our delivery terms were provided prior to ordering, communicated again following your purchase, and when you contacted us we responded promptly with the same delivery information.

We therefore feel describing the service as “lazy” was disappointing, particularly as your messages were responded to and information regarding your order was provided.

This review was posted before the order had completed its delivery journey, with the intention stated that the product would be reviewed once it arrived.

More than two months have now passed and we have received no subsequent complaint or notification of any problem with the product itself.

We appreciate that waiting for an order can be frustrating, particularly during periods of high demand, but we do make our applicable delivery timeframes available to customers and responded when you contacted us.

pawfect4pets.co.uk からの回答

2026年7月17日

Stella, you haven't used the cooling mat as directed and its not faulty! We explained this and you continue to argue. If you allowed us 5mins to respond to your email we were going to offer a paid postage return, even though we know you haven't used item as intended. Remove this review and lets talk by email to get this resolved please.

pawfect4pets.co.uk からの回答

2026年9月16日 に更新

Hi Chantelle,
We’re disappointed by this review as we don't believe it gives the full context of what actually happened.

You contacted us at approximately 10:23pm requesting that your order be cancelled while it was already dispatched and in transit. The order was also still within the 7-9 working-day delivery timeframe stated when the purchase was made.

When we asked why you wanted to cancel an order that was already on its way, you explained that you had subsequently read a number of negative reviews on Trustpilot and had decided, before even receiving or seeing the product, that you no longer wanted it.

We explained that we felt it was unfair to judge your own order or our service solely on the experiences described in a small number of online reviews when your own order was still within its stated delivery timeframe.

We also pointed out that Pawfect4Pets has received a considerable amount of positive customer and product feedback elsewhere.

Your initial message to us was itself abrupt in tone, and we do not believe our response was intended to be rude. We were responding to the points you had raised and explaining the position regarding an order that had already been dispatched.

Importantly, you were not refused a refund. Because the goods were already in transit, you were advised that they would need to be returned once received in order for the appropriate refund to be processed.

You are of course entitled to decide that you no longer wish to purchase from us.

However, we feel it is important that anyone reading this review understands that the order had not exceeded its stated delivery timeframe, the product had not even been received or assessed when the complaint was made, and a return/refund was not refused.

pawfect4pets.co.uk からの回答

2026年7月15日 に更新

Jacqui,

As you can appreciate and what we told you was that all cooling products are in high demand and whilst majority are on a 5 working day delivery we do ask that you allow 7-9 working days. The goods were shipped on the 2nd July as per the shipped email you received.

Goods did arrive within 7-9 WORKING days as we state. I do apologise this was not within the 5 working days we usually strive for.

In regards to the notification Evri this is not true. We upload evri trackjng but under no circumstances do they tell you delivery was within 48hrs. This is simply untrue and you need to delete this please.

You state you sent us an email notification regarding return and subsequent warning of Trustpilot review. If we had seen such a threatening email we would of responded but we didn't. Absolutely no email received by us.

Perhaps if you could resend we can organise the return? I would also be grateful if this review was removed as parts of this are inaccurate and we certainly did not receive any email from you.

pawfect4pets.co.uk からの回答

2026年9月16日 に更新

Hi Sharon

We feel it is important to correct several factual points in this review.
Pawfect4Pets is a UK business based in Warwickshire, not the USA.

We are therefore unsure where the suggestion that we are based in America has come from.

Your order #92492 was placed on 6th July 2026 during an exceptionally busy period for our cooling range. Our stated delivery timeframe for these products was 7-9 working days, with dispatch information provided separately. The delivery timeframe was communicated as part of the ordering process and again in the shipping communication sent following your purchase.

Dispatch within 24/48 hours does not mean delivery within 24/48 hours; the applicable delivery timeframe remained the one stated for the order.

We also think it is important to point out that this review was written before you had received or used the product, yet suggests that the product would probably be “no good”. We are always happy to address genuine concerns about the quality or performance of a product once a customer has received and assessed it.

We also strongly disagree with the suggestion that customers are “berated with threats”. We will correct information in reviews where we believe it is factually inaccurate, but customers are entitled to express their genuine experiences and opinions.

We completely understand that customers can become frustrated waiting for an order, particularly during periods of exceptionally high demand.

However, we feel it is equally important that factual information about our business, including where we are based and the delivery terms applicable to an order, is represented accurately.

Important to note we had no complaints from customer regarding item received.

pawfect4pets.co.uk からの回答

2026年9月16日 に更新

Hi,

We’re sorry that the delay affected your travel plans, however we would like to provide some important context regarding order #89263.

The travel kennel you ordered is a Henry Wag product, supplied through the same established UK supplier used by numerous retailers.

Unfortunately, there was an unexpected delay in availability of this particular product which was outside our normal delivery timeframe.
When we discussed this with you, we explained the stock delay and apologised for the inconvenience.

We also confirmed that the new stock had now arrived and offered to have your kennel dispatched to you on a 48-hour service.

You advised that you no longer wished to proceed with the order, which we completely understood given your upcoming travel date, and a refund was offered instead and subsequently issued.

We therefore strongly disagree with the suggestion that this was a scam. This was a genuine supplier stock delay involving an established branded product. Once stock became available, we offered expedited delivery and, when that was no longer suitable for you, offered a refund.

We fully accept that the order took considerably longer than originally expected and apologise for that.

However, we did attempt to resolve the situation by offering both 48-hour delivery once stock arrived or a refund, depending on which option you preferred.

pawfect4pets.co.uk からの回答

2026年7月11日

Hi Alison sizes are supplied prior to ordering. We also have 31k 5 star reviews on google and good endorsements by ITV and other retailers.

Please would you consider removing your review and emailing your concerns first so we could sort?