Pup Luck Reviews 186

Purchased a dog rucksack and although quality very good it did not suit my purpose. Pupluck policy is not to replace/refund unless faulty but on reminding them of global returns policy they were happy to refund in full and did so very promptly on return of item.

Unfortunately, the pup backpack did not work for my dog (she is a bit skittish), but it is a very well made product. Customer service was excellent. Thank you to Lexi for working with me.

Ordered a dog carrier last Sunday 18 July, unfortunately the deliver date didn't fit with our travel plans. Emailed to cancel the order and Lexie in customer services was straight on the case, once I informed her of our plans. Immediate refund not having to wait 3 or 4 days. Now that's what I call customer service and Pup Luck will be my first choice.

I was so exited and i received my dog bag today. Pup Luck did a fantastic job. I can recommend it 100%.
Thank you Lexie.

A very straightforward and easy company to deal with.
Very helpful and quick to answer any questions that I had over their products.
Bought a dog collar with name and the new puppy's number etched onto it, very happy with the quality.
Well done to you all.

Ridiculous delivery time. The website is misleading when it states 'express delivery' - I've already been waiting for 2 weeks and no sign of delivery. Our puppy will no longer need it by the time it arrives!!! I looked for the address of the business before placing the order and it says London but something tells me this isn't where they are based. Really frustrating! Avoid!!

I had a problem with my pup bag undoing contacted pupluck and kindly offered replacement excellent service x

I ordered a Pup Luck rucksack which came in good time and was very good quality. Unfortunately my dog didn't like being in the rucksack therefore I had no alternative but to return the item. The Customer Service Team were first class assisting me with my return.

Awful company. Read their ‘customer policies’ first. Arrived so so late that the product was no longer needed! When contacting Hermes about the order we were told the package had been registered, which meant we had a tracking number BUT THEY DID NOT HAVE OUR PARCEL and we should contact the company immediately (good luck as there’s no phone number only a gmail email address which means it’s not even a registered business email)….. Hermes did not even understand how they had registered the package as sent…. Do not ignore the negative reviews PLEASE DONT, just order from a reputable website!!! Clearly this company orders stock after orders have been taken. Contact your card/credit card companies for the refund.

DO NOT USE! Appalling company. Take your money but don't deliver. I've emailed them several times and contacted them via Instagram, but no response. They don't have a contact number, so you can't call them. Absolutely disgraceful.

Purchased the large carrier April 6, 2021 for my Shitzu, it was way too large, contacted customer support to inquire if we could exchange but this was denied. They suggested to purchase a smaller carrier, which we did. We purchase a medium carrier and found it to be small. After spending so much $$$ we decided to keep both, really had no choice since this company does not accept returns. We used the medium three times and two of the straps are torn off. We are not happy with the quality nor with the return policies or lack of with this company. We do not and will not recommend the product to anyone. If the company were smart, they would think twice about their return policies and quality of the strength of the product. Our shitzu weighs only 15 lbs. and we would have expected the carrier to last longer than three uses. Dissatisfied customer from Montreal, Quebec, Canada

**UPDATE**
Pup Luck contacted me and as my puppy rucksack arrived too late to be used (he'd outgrown it) they offered me a range of options including replace with alternative product and/or partial/full refund. Lexie was very helpful and responsive and processed my refund today. I've increased the stars to 3 just because of the long delivery time and the fact that the refund policy is not helpful. However, the product is good and would have been fit for purpose had it arrived while our puppy could not go outside on the ground pre-vaccination.

**ORIGINAL POST**
Very disappointed. The product looks good. However.

I ordered a puppy rucksack on 6 June and it has only just arrived today - over 3 weeks to arrive. My puppy can walk on the ground tomorrow so this product is no longer needed as it arrived too late. It is also sized XL and my puppy will be too big for it in less than a week. I have tried to return it but the only way to do that is to send it back and then Pup Luck will likely not refund as their policy is not to refund. This is totally at odds with UK legislation for online purchases. I work at Citizens Advice and am fully aware of consumer rights. This is appalling and I will be escalating this issue unless Pup Luck respond to this review. There is no email or telephone to even contact Pup Luck.

Great company to deal with. Got my product in schedule timeframe. Contacted CS regarding price match which they were happy to offer a 20% discount once item was received. Credit applied within 24 hrs and no follow-up required.
CS agent was excellent to deal with and kept to their commitments.

I Would highly recommend purchasing from this company in the future!

Happy Canadian Customer !

Fantastic customer service, I ordered a medium for a very lively cocker spaniel puppy, the zip broke and after a couple of emails explaining what had happened a new one was posted out to replace it. Enjoyed lots of walks since then, it’s been used loads.
Many thanks

Company has an address in UK, but is sent from China. So, take this into account as it will take long time for delivery. Sizes are on the small size. I've ordered a medium dog back pack and a medium dog bed. I returned the bed as it was too small. I contact the company regarding my options and they were very accommodating. I decided to avail of the refund, i paid for postage, but I got the refund for the cost of the bed. Very good communication and customer service.

After a significant delay of almost 4 weeks, the rucksack finally arrived but was too late for our weekend away and we had to source an alternative from elsewhere. I cannot comment on quality as I have not looked at it. Whilst the customer service was ok when I chased for an update about delivery, now that I have requested a refund as the rucksack is no longer required (which I am of course entitled to do by law with online orders within 14 days of receipt of the goods), this company has gone to ground. It looks like I will have to take this matter up with my credit card company and possibly also trading standards, based on what I have seen others post about being refused refunds. I would not recommend using this company.

I used this bag twice and just had some blankets it it and one of the straps broke off! So glad I didnt have my puppy in it when it happened. Materials look ok but the bottom isn't sturdy and it's obviously not very well made. Not worth £30!

An excellent company to do business with, after the courier delayed delivery, Pup Luck provided first class service and 100% backup to ensure complete satisfaction.

Product broke after 4 uses. Strap snapped and I was lucky to catch my small dog before she hit the ground . Have emailed the company and they have responded quickly and professionally offering a replacement and have indicated they have recently changed suppliers. I’ve sent the requested photos and am waiting to hear back

Updated: Although delivery was incredibly slow, they provide great customer service to put it right. My puppy outgrew the rucksack before it arrived - and also was fully vaccinated so not needed - so was offered a replacement or 50% refund (which I took as by now puppy was too heavy to carry!) Will attempt to sell unused rucksack now!
Have updated review to 3 stars as delivery is way too slow to be described as “express delivery” so check delivery times before ordering to ensure it will arrive when needed!
Read the small print re delivery - UK Express Delivery 5 days in the order detail does not allow for processing and dispatch time which actually means 15 working days!! This in turn means that your puppy has outgrown the rucksack before it even arrives!! No refunds offered although under UK consumer rights I am sure you should be able to return something unused within 14 days due to change of mind….. will give it a go.