HugglePets Reviews

Huggle Pets offers a fantastic selection of items! 🤩 I picked up a few things for our new puppy, but they initially sent the wrong size foldable crate. I gave them a ring (since the right size wasn’t listed online), and they checked their stock, found more, and helped me reorder the correct one. Sending back the incorrect crate was a breeze too. This shop is top-notch, and their customer support is stellar! 👍🏻

"What went wrong this time" sums it all up! I ordered a leather whippet collar, and it started splitting after just three uses. I tried to send it back, but I was met with total stubbornness. Unless you can show a photo, this company is not going to assist you at all. I finally got a return label through eBay and sent the item back, and... nothing! No refund, no support, just more stubbornness. My advice? Don't buy from them.

This vet bedding is top-notch, thick and super comfy. It washes and dries effortlessly. The shipping was quick, too. I've been using vet bedding for over 40 years for my cats and dogs, and I can say this is the finest I've come across. I've ordered two batches at different times since I now have a Labrador who tends to chew it up, so I’ll be getting more for sure. I usually get a size that’s divisible by three to fit my crate and just trim it down myself.

Got my order just as promised, and they've got a solid selection of quality items that are way better priced than a lot of other stores.

The items were just what I needed and matched my expectations perfectly.

We got precisely what we asked for, and I recommend this product. The quality is great, and I’ll definitely be placing another order down the line.

I got myself an extra-large dog crate, but it showed up in bad shape (not due to the delivery service). The stitching was all messed up at the top, and the zipper was loose. If I tried to put my big dog in there, it would just get worse. Initially, they offered me a 10% discount, then bumped it to 20%. This crate was clearly damaged and not usable, yet they still sent it out to someone. Honestly, that discount wouldn’t even cover the repair costs. Their customer service seemed pretty indifferent, to say the least. Thank goodness for Amazon and their helpful support. It’s a real bummer because if the crate had been in good condition, it would have been perfect.

I was really unsure about ordering from HugglePets online after seeing a bunch of bad reviews about their delivery and customer service, but I took a leap of faith. I made my order yesterday morning, and to my surprise, it showed up this afternoon, even with all the Royal Mail strikes and Christmas just around the corner. I'm super impressed with how fast it all happened and will surely buy from them again.

Awesome service and quick shipping 👏 I'll surely be back for more.

I purchased a Fluvial FX4 aquarium filter for £200, which supposedly comes with a 3-year warranty. Unfortunately, the pump stopped functioning. When I reached out to Hugglepets via their online store, they suggested I buy an impeller from them for £48. Even after that, the pump still wouldn’t work. I offered to return the pump since it was under warranty, but Hugglepets insisted I send back the entire filter, which is quite large and required a tracked return costing an additional £12. Once they received the filter, they sent me a photo of it looking badly damaged, claiming it was harmed during shipping. I had wrapped it up with 10 layers of bubble wrap, so I’m not sure how that happened. In total, I’ve lost £200 for the filter, £48 for the unnecessary impeller, and £12 for shipping, adding up to £260. Seriously, steer clear of this company; they handle things through a generic chat and don’t honor your warranty rights.

Giving it 1 star feels like being too kind. I purchased a fabric dog crate from this brand, and it fell apart on day one. I reached out to customer support, and they informed me there was no warranty, so no refund or replacement was coming my way. Now I'm left with a hole in my wallet and need to find another crate. The customer service is just awful with this company. Honestly, it feels like a total scam.

I went in today to grab some bugs, but the girl at the register couldn't help me since she wasn't trained. One girl was on her break, and the other who could assist was busy bagging up fish for a customer. I ended up waiting for at least 10 minutes until the girl returned from her break to help me out. I get that breaks are important, but it would be nice to have someone available to assist customers in the meantime. They really ought to train the girl to either handle the register or bag the fish, especially since she’s been there for more than just a day or two. The poor girl kept trying to make small talk and was super apologetic.

I ordered a big Trixie "spinning disc" for my hamster. It got here super fast, but unfortunately, it was damaged during shipping. Hugglepets jumped in to assist right away—return labels were provided without any fuss, and they offered to either refund or replace it. I picked a replacement and requested if they could make sure the product spun freely since some can be a bit too tight. No issues there, and the new one showed up ASAP! I'm thrilled.

I am completely appalled by your customer service and the way a so-called managing director treats customers. There was a mistake with my order, and somehow it was all blamed on me, even though you charged me twice for a single delivery. Trading standards have pointed out that this is against the consumer act of 2015, yet you took no responsibility and spoke to me in a disrespectful manner. When I stood up for myself, it didn’t go over well. I’d advise anyone thinking of buying anything from this shop to steer clear, especially if that’s how your managing directors talk to customers. I’m going to refuse the delivery.

As for your response, I’ve requested a freedom of information to get copies of those calls, but it seems you’ve either ignored my request or outright refused. The reason is likely because you know the information isn’t completely accurate, leaving it as your word against mine. I’ve also found out that you’re not really a family-run business, as only two of your directors are actually related, which is clear from Companies House.

Because of this terrible service and the way you shift blame onto customers, I won’t be shopping at Huggle Pets anymore. I’ll be sharing my experience with all my family, and so will the person who was with me during those calls.

I placed an order for an XXL piece of bogwood on eBay, but what I got was a medium size. They won’t send me the right item in exchange for the one they mistakenly sent. The customer service is terrible, and I swear I’ll never shop with them again! If there was a -5 star option, that’s what I’d give them!

Edit:

They’re claiming I didn’t send any pictures, but it’s clear on eBay that I did. They’re just lying through their teeth and scamming folks. I’ve got all the evidence on eBay. I’m not usually one to rant like this, but this company is a total joke! You haven’t heard the last from me!