Ordered 2 bed 45 DAYS AGO I have finally received one but not the second one. I am now getting no reply from customer services. I ORDERED TWO BEDS AT THE SAME TIME. WHY HAVE I ONLY R... Voir plus
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We just recently purchased the ramp for our dog Milly She is 121/2 years old so she could access our bed. She has struggled with it as she found it slippery so we have had to add some wooden dowel... Voir plus
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Update on previous review. Received bed a couple of weeks back, great quality and our dog loves it! Washes well too. Would recommend! Although now resolved, our criticism is getting the email from pu... Voir plus
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Super customer service, fantastic product. My dogs love their cozy donut beds. Fluffy, snuggly, thick cushions and best of all, the only company I found that had removable covers for washing. One arri... Voir plus
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Moyen
414 avis
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Tried to cancel my order as made a…
Tried to cancel my order as made a mistake , received an automated email back with instructions of what to do should I wish to cancel. I followed instructions and was told they would attempt to stop my order. Now I’ve received an email to say it’s been dispatched 🙄 , but when I check the tracking info it’s clear it hasn’t. I don’t understand why it’s so difficult and would save everybody a lot of time and energy if they could just sort it out. Putting a review on here seems to be the only way to get any form of response 🙏 customer service really needs sorting out
Just to update , Ellie from customer services is now dealing with my issue and will update the review to reflect this 😊
26 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Ruth,
I'm so sorry to hear that your order has been sent to our fulfilment team already and that it is therefore too late to cancel the order. We do try to get orders dispatched as fast as possible, though I of course understand in this case it has caused an inconvenience to yourself.
I'll be in touch shortly to provide some options on how we can get this sorted out for you.
Warm regards and speak soon,
-Ellie. x
Hands free leash
I bought the hands free leash and it is a really great product. I have a large male greyhound who is over 35kg and the leash is nice and thick and sturdy. I really like that it stretches to give extra length and the placement of the handle if needed is in a great position.
26 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Marthaleene,
We're so glad you're happy with the hands-free leash! For larger dogs it really can help make walks more convenient, so we're happy that this has worked out well for you and your lovely long dog!
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
Amazing customer service and products
Amazing customer service and products. I have purchased in total four beds, a spare cover and a ramp for my dogs. They all have disabilities and the beds and ramp have been fantastic is keeping them calm as well as able to move independently onto and off the couch.
26 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Lorraine,
Wow, thank you for such fantastic feedback! We are thrilled to hear that so many of our different products have worked out so well for your dogs and for your household. That's absolutely made my day to hear.
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
Great dog bed
Our anxious dog loves his new bed. It’s great quality and is cosy and warm. The shape means he can bury his nose or legs into the folds, which he finds comforting. He has a variety of places to sleep, and this is the one he turns to most.
25 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Kate,
I'm so glad to hear that our bed has been able to help relieve your pup of some of his anxiety, as well as keep him comfortable and warm. All dogs deserve to feel safe and loved at all times, especially when sleeping!
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
We love all our products
We love all our products, we have bought a calm bed, couch protector and a pup ramp.
All products excellent quality, good prices and the company are fantastic communicators.
25 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Sue,
Wow, we really appreciate your great feedback, and are so thrilled to hear how happy you are for everything! We hope your furry family loves everything just as much as you do.
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
The dog bed is great
The dog bed is great. Easy to wash. Well made. Our Dog loves it
25 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Claudine,
I'm so glad that you're happy with the quality of our dog beds, and that you find it easy to wash. Most of all, we're thrilled to hear your dog loves it too!
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
Bad communication
I ordered a bed on 17th January and still have not received it (now 24th Jan). I have looked on the tracking and according to that it still has not even been checked let alone left the warehouse. I have emailed the company twice for updates and have not even had a reply. If I had know it was going to take this long then I would have ordered elsewhere.
24 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Sarah,
I am so very sorry that your order has been affected by the current delays within the UK.
After a number of enquiries into the delays the fulfilment centre we use has advised us that due to the size of our parcels, the courier companies are unable to carry as many as they usually would, due to the current truck shortages. Companies such as Yodel & Royal Mail are only able to get small trucks to come and pick up the orders and as such, have reduced their capacity by half.
Orders that are taking longer than usual are still being collected by the courier and will indeed be sent out successfully and have their tracking updated, but until such time as the order is collected by the courier from our many orders awaiting collection, the tracking will not update until then,
I would be happy to check in on your order and keep an eye on its progress so I can update you as necessary.
I have taken over your enquiry and will reach back out to you once we have an update on your order, Sarah.
Warm regards and speak soon,
-Ellie. x
I made an order on the 6th January
I made an order on the 6th January, nothing noted on the website about courier issues at the time. It was "shipped" on the 13th January and was eventually delivered on Saturday 22nd January by Yodel. My problem isn't the bed, it's very good quality and I'm pretty happy with it hence the 2 stars rather than 1. The lack of communication about the courier issues has left a sour taste and I wouldn't be likely to order from here again. My bigger issue was Yodel. I thought ordering the bed at the beginning of January would mean it would arrive before being away for a weekend. Unfortunately it was due for delivery on the weekend we were away. I had no option to reschedule before it went out for delivery and I couldn't specify any safe place. Yodel "delivered" my package on Saturday morning, and by delivered I don't mean they asked a neighbour if they could take it in for us, they dumped it on the doorstep and left it there. If it hadn't been for a lovely neighbour who noticed we weren't in, it would probably have ended up being stolen as it was there for the world to see. Absolutely disgusting service from Yodel and this is the other big reason I would not buy from pupnaps again. If you think it's ok to use your couriers as an excuse for slow delivery, and that it's ok for them to then leave £50 worth of goods on the doorstep, you're going to lose a lot of customers. Maybe you need to rethink your courier service as Yodel won't do much for your reputation.
23 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Vicky,
I am so very sorry that your order has been affected by the current delays within the UK and that we were not initially aware of the issues that were occurring with YODEL couriers.
After a number of enquiries into the delays the fulfilment centre we use has advised us that due to the size of our parcels, the courier companies are unable to carry as many as they usually would, due to the current truck shortages. Companies such as Yodel & Royal Mail are only able to get small trucks to come and pick up the orders and as such, have reduced their capacity by half, meaning orders were going out much slower than normal.
I am glad that your order did arrive recently however I am so sorry that it was delivered while you were away to an unsecured location. That is incredibly disappointing and I will be passing feedback along to the couriers for hopeful improvement moving forward. I am so thankful for your neighbour's kind action!
If you end up needing anything further, please email us at support@pupnaps.com and title it "ATT: Ellie" so that it reaches me, and include your order details in the email, and I will be glad to assist.
Warm regards,
-Ellie. x
Fantastic
Fantastic. Could not ask for more. I ordered two pet beds on 14th January. I emailed Pupnaps on Wednesday for an update (18th January) because I hadn’t heard anything about dispatch. They replied first thing on Thursday morning to say they had now dispatched the pet beds and they arrived today Saturday 21st. The beds look fab - soft and fluffy - as described and better than I had imagined. Thank you Pupnaps - the pugs are delighted and so am I.
22 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Roberta,
I'm so glad that you're happy with the quality of our dog beds, and that your pugs are happy with them too!
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
My first bed ordered was 1st of jan and…
My first bed ordered was 1st of jan and received by the 6th of jan, being extremely pleased with the bed I ordered another ( gutted I missed out on the discount) , I’m still waiting for the bed, I’m disappointed with the automated email response.
37689 Is my order and tracking is given but yodel still don’t have the product, red says it’s left warehouse !! How can that be when yodel not collected parcel, my advise to you is use Hermes, they obviously give you better service.
If you see this Pupnaps please use a different for my parcel as I want it now asap, you shouldn’t of took the money that quickly if you can’t provide the goods asap ….
20 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Annette,
I am so very sorry that your order has been affected by the current delays within the UK.
As you have been advised by my colleague, after a number of enquiries into the delays the fulfilment centre we use has advised us that due to the size of our parcels, the courier companies are unable to carry as many as they usually would, due to the current truck shortages. Companies such as Yodel & Royal Mail are only able to get small trucks to come and pick up the orders and as such, have reduced their capacity by half. I am so very sorry we are only learning this information recently.
Orders that are taking longer than usual are still being collected by the courier and will indeed be sent out successfully and have their tracking updated, but until such time as the order is collected by the courier from our many orders awaiting collection, the tracking will not update until then.
I would be happy to check in on your order and keep an eye on its progress so I can update you as necessary.
I will therefore be getting in touch with you shortly to start that process and take over your enquiry.
Speak soon,
-Ellie. x
Disgusting customer service
Disgusting customer service. 3 weeks of waiting now and still no delivery. I’ve emailed and messaged on Facebook and been told both times it’s the couriers fault. Finally got a shipment email a week ago but tracking still showing as the courier is waiting for it. Now not getting replies from customer service.
19 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Sarah,
I am so very sorry that your order has been affected by the current delays within the UK. I am sorry to hear you may not have been receiving our replies - I can see one of my colleagues replied to you on 12 January and followed up this past Monday with another email, so I hope that you received these, otherwise I would recommend checking your junk or spam mail.
After a number of enquiries into the delays the fulfilment centre we use has advised us that due to the size of our parcels, the courier companies are unable to carry as many as they usually would, due to the current truck shortages. Companies such as Yodel & Royal Mail are only able to get small trucks to come and pick up the orders and as such, have reduced their capacity by half. I am so very sorry we are only learning this information recently.
I understand that this is frustrating but as Pupnaps is a small business this is something completely out of our hands. We are sadly at the mercy of these courier companies and the current shipping climate.
Orders that are taking longer than usual are still being collected by the courier and will indeed be sent out successfully and have their tracking updated, but until such time as the order is collected by the courier from our many orders awaiting collection, the tracking will not update until then,
I would be happy to check in on your order and keep an eye on its progress so I can update you as necessary.
I will therefore be getting in touch with you shortly to start that process and take over your enquiry.
Speak soon,
-Ellie. x
I am extremely disappointed
I am extremely disappointed. I see there's similar issue with everyone's orders as well.
I have now sent countless of query email. I HAVE NOT received a single response back. its been 2 weeks and all I see is item has not left the warehouse.
Where is our product? It wasnt cheap either. I think you need to sort out the customer service department. send us an update if there has been an issue with courier company. us as a consumers are being affected because of this.
you will soon have very bad ratings if this continues for a month.
17 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Pratikcha,
I am so very sorry that your order has been affected by the current delays within the UK and that it has taken us a while to get back to you in regards to the status of your order. Currently we are overwhelmed with more enquiries than normal due to the larger volumes of orders this time of year.
After a number of enquiries into the delays the fulfilment centre we use has advised us that due to the size of our parcels, the courier companies are unable to carry as many as they usually would, due to the current truck shortages. Companies such as Yodel & Royal Mail are only able to get small trucks to come and pick up the orders and as such, have reduced their capacity by half. I am so very sorry we are only learning this information recently.
Orders that are taking longer than usual are still being collected by the courier and will indeed be sent out successfully and have their tracking updated, but until such time as the order is collected by the courier from our many orders awaiting collection, the tracking will not update until then,
I can see that one of my lovely colleagues replied to your email earlier today, so I hope the information we have been able to provide has clarified the reason for these issues, though I am so very sorry for the inconvenience.
I am glad to see they are now assisting you, however if you would like to chat with me directly, please attention your next reply "To Ellie" so it will be forwarded onto me.
Warm regards,
-Ellie. x
Still not received my order been over a…
Still not received my order been over a month. Terrible customer service. A friend purchased the same product for half the price on Amazon and already has the item. Would never have purchased it I knew how bad the service was and how long the item will take if it ever shows up.
17 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Adam,
I am so very sorry to hear that you are still waiting on your order.
I would be happy to check in on your order and keep an eye on its progress so I can update you as necessary.
Unfortunately I have not been able to locate your order using the information provided. Can you please email us at support@pupnaps.com and title it "ATT: Ellie" so that it reaches me, and include your order details in the email?
I hope to hear from you soon,
-Ellie. x
Very well made dog bed and already…
Very well made dog bed and already seeing signs that my anxious dog is slightly calmer since having bed.
17 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Peter,
I'm so glad that you're happy with the quality of our dog bed, and that it has been able to create some calm for your anxious pup.
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
Not premium quality
The bed was around 2 weeks for delivery, this is because the beds are mass produced in China and sold to many different companies - despite claims of a premium quality.
I bought my bed in January 2021 and it has now fallen apart. May as well buy cheaper and more often if I am getting the same product
17 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Sam,
I am so sorry to hear that you are unhappy with the quality of your bed!
As per our FAQ, "Our company and products are incorporated and designed in Australia. Production takes place in China where we are able to work closely with our supplier to bring you the highest quality products at an affordable price.", so we can confirm that production is done in China however the design was created by our team here in Australia.
We do also have a 12 month warranty for our products, so it would appear the bed is outside of our warranty period, however we can certainly still look into this issue for you.
I will be in touch via email soon, Sam, so we can have a chat about your bed.
Warm regards,
-Ellie. x
Update
Update
Today after many emails to pupnaps ,several online chats with Yodel,my order has been delivered,such a shame that the possible delays were not mentioned when checking out!
I hope everyone else who has experienced the same problem receives their order promptly.
Just hope that our elderly dog enjoys her new bed.
14 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Nick and Judy,
Thank you so much for the update - I am thrilled to hear that your order has been delivered despite the initial delays. I am so very sorry that the delays were not listed on our website at the time of your purchase - we only recently discovered that there were issues with the collection of orders from the courier.
I hope that your lovely pup enjoys their bed, but if you have any issues please know we have a 14 day return policy after delivery, so don't hesitate to reach out to me if you need to do that.
Warm regards,
-Ellie. x
My beds arrived!!
I wanted to write my review as yesterday it would of been a scam alert one, BUT today my beds arrived!!
They are gorgeous and soft and very well made and I am glad to support a small business.
I would advise the company to be more transparent with where they are shipping from, how long delivery actually will be, and also if there is a delay, LET US KNOW!
Communication is key.
I am so pleased that I can write I have received my beds and to everyone else who is still frustratingly waiting ... have faith! 👍
14 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Kim,
I'm so glad to hear that, despite the initial delays, your Pupnaps beds arrived, and that you're happy with everything as far as the quality and feel.
I completely agree that we would love to be more prepared next time and be able to keep customers informed a lot earlier to avoid any frustration, and have passed your feedback along to upper management.
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
Best Dog Bed Ever
This our third Pupnaps bed. Bought two for our bigger dog and now one for a little Jack Russell. Both dogs love it and keeps them very calm. We love it as well because they are so easy to keep clean. We have bought many dog beds over many years with different dogs but none come anywhere near Pupnaps. Thanks so much for such a great product.
14 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Chery,
I'm so glad to hear that you've continued to trust our brand for all of your pups, and that they're all loving their beds so far!
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
I have ordered 2 pupnaps beds with…
I have ordered 2 pupnaps beds with delivery on point i received them within the time frame given
13 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Karen,
I'm so glad to hear that you're satisfied with the beds and with the delivery timeframe, that is lovely to hear that all went well.
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
I still haven't received the dog bed or…
I still haven't received the dog bed or tracking info update from my last review
It seems Ellie likes to send out the same response to all customers having issues
You have my £49 and I want my dog bed
This needs to be escalated to the highest Manager and I want an answer immediately
13 janvier 2022
Avis spontané
Réponse de Pupnaps
Hi Vikki,
I apologize again for the delays that are currently occurring with your order being collected from the courier. As I have mentioned in our conversations, I have been in touch with our fulfillment team and the courier and have lodged an investigation with them regarding your specific order to try and obtain more specific information from you.
As many of our customers in the UK are experiencing the exact same issue, it is best and most consistent to ensure they all have the same information provided. For issues that are different to the courier delays we are currently experiencing with Yodel, there will of course be different information to provide in response, but it is much better for everyone to be on the same page if they share the same problem - I hope for your undertstanding in this matter.
As mentioned in my email earlier today, I am investigating this for you as a matter of priority and hope to have an update soon for you.
Warm regards,
-Ellie. x
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