Pup Luck Reviews 186

So far not so good. Ordered 9th May, email to say it has been "shipped" on 11th May and still waiting to arrive. Quite worrying really. Unable to use tracker number as it gives no information, emailed in but no response yet.

I purchased a bag and it was too small. I emailed the company. They replied promptly and sent me out the next size bag. Very professional and easily approachable by email . Sorted out my problem. 10/10

I ordered the wrong rucksack for my dog. Pup- luck couldn’t have been anymore helpful, they changed the size free of charge and confirmed this in an email in super quick time.
Thankyou ! Excellent service!

I was going to just give 4 stars as delivery was quite slow and the rucksack straps tore after just 4 or 5 uses. However, Oscar loves his PupLuck rucksack and has taken to to it like a duck to water and the customer service has been excellent with a replacement rucksack being sent to us, no quibble.

I have ordered a wrong color, emailed them and within 24 hrs they replied back and kindly changed my order to the correct color.

Lexie from the care team was so wonderful, helpful and understanding. Such great products and even better service, can't recommend it enough!

Customer Service very good when we missed delivery and moved.
Lulu loves her new bag . Pretty and study, ready for hikes with her Daddy!

Although the rucksack was faulty (stitching failed), Pup Luck offered an immediate replacement or refund. It appears that this was one of a faulty batch, and the overall quality of the rucksack was very good. The company's customer service was excellent.

After my review ,lexie requested sending a replacement in the size required however then i was asked to send a photo of my dog against the item? They then change track to contact the suppliers to see what went wrong .
I have requested my money back but has fell on deaf ears with out any further contact. Avoid Pupluck

I think your the best company I've been with & very helpfull, plus understanding

Rubbish!!!! Ordered the correct size. Arrived after many weeks despite receiving an email and tracking information to say it was on it’s way. When it arrived, the zip was broken. I contacted them immediately, to be told they’d had a problem with poor quality zips from the supplier and were changing suppliers. Offered a replacement, money off another item etc but I insisted I wanted my money back plus the postage to return it. THIS IS THE LAW. Only refunded for the item despite me saying I wanted the postage too. MANY TIMES. The refund itself took over 3 weeks, they only refunded when I posted on one of their Facebook adverts, asking where my refund was. Absolutely diabolical quality, customer service and company. Avoid at ALL costs. £3.20 out of pocket for the experience. Pup luck are still contacting me to remove this post, saying they have refunded me and they are a new business starting up and don’t want bad publicity. They still have NOT refunded the postage! I want my £3.20. Today, 22/06/21, I have emailed them a copy of the receipt and details of THE CONSUMER RIGHTS ACT 2015.

Having purchased the wrong size of back pack for long
walks with my dog , customer services were brilliant and forwarded me the proper size at very little expense .
The back pack is sturdy ,comfortable and safe ,
made from quality material .
Highly recommend.

I havent recieved my product yet butthe customer service is excellent
Before receiving it realized I had ordered the wrong size.They took care of it right away.
It didnt take long for them to answer my email,they got back to me basically right away
Cant wait for my item to be delivered.

Well what can I say. Ordered on 2 May paid extra for express shipping and still waiting for said parcel. Lexie contacted me with my shipping reference and told me its on its way. Go on Hermes tracking system and says at their Gateway. No ETA. I hope this product is worth the wait. Wanted it for the arrival of our new puppy but I think he will trekking up mountains before this arrives. All I can say is PANTS

I ordered one of the pup rucksacks and unfortunately when it arrived I realised that the size I ordered was too big. After contacting pup luck I was offered a 2nd rucksack with 50% off which works well for me as I now have ordered a smaller rucksack meaning I have 2, one for when she is a puppy and 1 for when she is fully grown.

Lots of negative feedback on here about pup luck not refunding unless the item is faulty (which it does tell you on the T&C’s) however, I would just point to anyone moaning about this to check out sports direct as they do not offer a refund unless a product is faulty and the best you can hope for there is a credit note. Some people just want to moan!!

Very happy with pup luck and would use again. Had already recommended them to several of people waiting for their pups and they have ordered from pup luck and are also just as pleased.

I can’t believe I got caught in this trap!

I bought a backpack for my puppy. It took over two weeks for it to arrive and when it did, the quality was really poor, so I looked at their refund policy, which said you can’t return it if you don’t like it - and you can’t return it if you purchased it more than 15 days ago.

Looks like I join the many. A disgusting way to treat consumers. Just take forever to send it, so you’re over your return policy, make a crap product and then just tell them they can’t return it if they don’t like it.

What ever happened to consumer rights ?!!!!

Your company sucks.

I, like others will be taking this further. What a joke.

Agree with the other reviews. Did receive item which was not suitable for our dog and asked for a refund. Said it wasn't their policy. I have now quoted them the Consumer Rights around online buying which says you can claim a refund within 14 days. Not a huge amount of money but the principal. If no joy will take to small claims and give lots of negative feedback on social media, FB, Insta and Twitter.

I emailed this company prior to ordering as I had concerns they where not uk based. They assured me about their creditabiliy..
DO NOT BELIEVE THEM. 3 WEEKS NOTHING HAS ARRIVED. NO REPLYS TO MY EMAIL. TRACKING SHOWS ITS IN TRANSIT FROM CHINA...
DONT WASTE YOUR MONEY WITH THIS COMPANY.

They sell online but don’t offer refunds unless an item is faulty. This is against the law. They respond to emails but stick to their guns about not taking returns for unsuitable products. Wasted my money.

Update: I emailed the company 8 times before writing this review and because in reply they explained many times they didn’t offer refunds, I gave up, filled in a form advisingTrading Standards, and sent my item to the charity shop. They have now offered me a refund.

Placed order, still not received it after 3 weeks. Just read their T&Cs and looks like I’ve lost my money. Awful.