My dog loves his new donut dog bed...perfect size for him He's a cockapo and we ordered a large size. He loves to sleep with his head supported hanging over the side so he's very happy and looks comf... Näytä lisää
Emme tarkista arvosteluissa esitettyjen väitteiden paikkansapitävyyttä, sillä arvostelut ovat arvostelijoiden omia mielipiteitä. Arvostelu voi kuitenkin saada Varmennettu-merkinnän, jos pystymme todentamaan, että arvostelun kirjoittaja on asioinut yrityksen kanssa. Lue lisää
Alustan luotettavuuden varmistamiseksi kaikkien arvostelujen – varmennettujen ja varmentamattomien – on läpäistävä automaattinen seulonta, joka on käynnissä kellon ympäri. Järjestelmä tunnistaa ja poistaa ohjeistustemme vastaisen sisällön – myös arvostelut, jotka eivät perustu aitoon asiointiin. Tiedostamme, että asiattomia arvosteluja saattaa tästä huolimatta päästä läpi. Voit tehdä meille ilmoituksen mistä tahansa arvostelusta, jonka uskot jääneen meiltä huomaamatta. Lue lisää
Katso, mitä arvostelun kirjoittajat sanovat
OK so I placed an order and realised IMMEDIATELY I'd put .con instead of .com on the end of my email. So I emailed them as no phone number is available on their website not unusual I guess these days... Näytä lisää
Yritys on vastannut
Terrible service. Considering it is a UK based company we waited 2 weeks for delivery. When the bed arrived it was coiled up & wrapped in plastic that was so tight, great care had to be taken to get i... Näytä lisää
My order arrived late, I emailed to try and find out when it was due however did not receive a reply despite the website stating 24/7 customer support. My order finally arrived and the dog bed I orde... Näytä lisää
Yritys on vastannut
1,8
Välttävä
339 arvostelua
Ei viimeaikaisia arvostelupyyntöjä
Tämä yritys ei ole pyytänyt asiakkailtaan arvosteluja viime aikoina, joten arvostelut eivät välttämättä anna kattavaa kokonaiskuvaa
On vastannut 80 %: iin saamistaan huonoista arvosteluista
Vastaa yleensä 1 viikon sisällä
Kuinka tämä yritys käyttää Trustpilotia
Tutustu arvostelujen ja arvosanojen lähteisiin, pisteytykseen ja moderointiin.
Refund not received and emails unanswered
Product quality was poor in comparison to others on the market. Returned the items, despite a number of too and fro emails trying to avoid a return. Returned at my own cost, almost 2 weeks later no refund. Chased and now my emails are being ignored. Sorry, don't like doing negative reviews, but this guy operating a business from home, is probably to be avoided.
8. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä pawfect4pets.co.uk
Hi Deborah,
We’re sorry to see this review and would like to clarify the situation for anyone reading it.
Your returned goods were refunded as soon as receievd, and we have confirmation that the refund was processed from our side. At the time of your initial return request, no concerns regarding the quality of the products were raised with us; the quality concerns mentioned here were therefore not something we had previously been given the opportunity to address.
We certainly did not intentionally ignore your emails or attempt to avoid issuing a refund. Once your return was received and processed, the appropriate refund was issued without delay.
We appreciate that you may have been frustrated while waiting a short time for the return to be processed, but we are disappointed by the suggestion that Pawfect4Pets should be avoided, particularly as your return was accepted and your money was refunded.
We would also like to clarify that Pawfect4Pets is an established UK business which has been trading for a number of years and serves thousands of customers and works with many large pet retailers . The location from which a business is operated has no bearing on its commitment to its customers or the quality of the service it provides.
If there is any outstanding issue with your refund, please contact us directly with your order details and we will be happy to investigate.
Awful company
Awful company. Ordered cool mat for my dog and a pack of balls. Balls never arrived and mat does nothing. I emailed them last week explaining I wasn't happy and the product did not do what it said it would and I requested a refund. Needless to say I have heard nothing from them. So much for a friendly family company. Mat is huge to be fair but it's cheap and nasty. Don't order from them. A company that can't respond to it's customers does not deserve business.
I can assure you there is no reply anywhere, including spam. The last email I have is letting me know it's "in transit"
3. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä pawfect4pets.co.uk
Hi,
We’re concerned to read this review and would genuinely like to investigate what has happened. However, we have been unable to identify you as a customer from the information provided.
Your reviewer name is shown simply as “Unhappy Customer”, and we cannot identify an order from the information contained within the review. We have also been unable to locate the emails you say were sent to us, so at present we have no way of investigating either the missing pack of balls or your request for a refund.
We have requested further information through Trustpilot so that we can identify the transaction. Please provide your order number or the name/email address used to place the order through Trustpilot's request. As soon as we can identify the order, we will investigate both the alleged missing item and your concerns regarding the cooling mat.
We would also like to clarify that we have not knowingly ignored correspondence from you. Without being able to identify either the customer, order or emails concerned, we simply cannot verify what has happened or respond to the specific issues raised.
We take genuine customer complaints seriously and are more than happy to resolve any legitimate issue, but we need sufficient information to identify the transaction before we can do so.
Kind regards,
Pawfect4Pets
Dog cooling matt came today 1/8/26.good…
Dog cooling matt came today 1/8/26.good quality and the dog went straight to it.
1. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä pawfect4pets.co.uk
Hi,
Thank you so much for your lovely review! 😊 We're delighted to hear you're happy with the quality of the cooling mat and, most importantly, that your dog went straight to it! 🐶
We really appreciate you choosing Pawfect4Pets and hope your dog enjoys keeping cool and comfortable on their new mat.
Kind regards,
The Pawfect4Pets Team
Avoid!!
I ordered a dog cooling mat, it took a long time to arrive which isn’t necessarily unusual, but when it arrived the packaging was worse than what an amateur Vinted seller uses. The mat was terrible quality and the stitching was coming undone, it also didn’t work as described. I emailed to ask if I could send it back for a refund because of this, 7 days later I still had no response, by this point I’m concerned that they will say it has been too long for me to have a refund. I sent a follow-up email and then got a response 8 minutes later, which makes me think they were ignoring my first email and hoping I would just forget about it. The man said that it was a shame that I wanted to return the item for the reasons I’d stated as it costs them a lot of money. First of all, I paid for delivery, and had to pay to send it back, so I’m not sure where it is costing them ‘a lot’ of money for me to fund my own delivery and return. Second of all, once I did send it back tracked and saw that it had been received by them, they still didn’t refund me. I sent an email 6 days after they’d received it asking when I would receive my refund, and I got a response less than 3 hours later asking for my account number and sort code (?). This made me think that I wasn’t going to get a refund since I had to directly ask, and he seemingly needed my details to be able to process it. Terrible service, and a terrible product, avoid.
30. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä pawfect4pets.co.uk
Hi Naomi,
We’re sorry that you were disappointed with your experience, but we would like to clarify a few points raised in your review.
Firstly, we can assure you that your original email was not deliberately ignored. There would be absolutely no benefit to us in ignoring a customer in the hope that their statutory return period would expire, and this is not how we operate. Your subsequent email was responded to as soon as it was seen.
When we explained that returns cost our business money, this was not a suggestion that you were responsible for our costs or that you should not return the product. Like any retailer, there are costs associated with processing orders, deliveries and returns. You were nevertheless entitled to return the item and your return was accepted.
Regarding your refund, the request for your account number and sort code was made so that we could process the refund directly and instantly to you without further delay. It was not an attempt to avoid refunding you. We appreciate that being asked for these details may have caused concern and that we could have explained the reason for requesting them more clearly.
Your refund was subsequently processed, and we are sorry that this took longer than either you or we would have wanted.
We also take your comments regarding the stitching and quality of the mat seriously. We sell a significant number of these cooling mats and receive positive feedback from many customers, but that does not mean we dismiss an individual customer's experience where they believe an item is defective.
We accept that communication and the refund process could have been smoother in this instance and apologise for the frustration this caused. However, we would like to reassure anyone reading this review that the return was accepted and the customer was refunded.
Kind regards,
Pawfect4Pets
Do not buy from this company
Products took ages to arrive they would have such poor quality and the bandanna to go round their neck. Just didn’t work when I asked for a refund to send it back. I received a confrontational email saying why if you send this back this really affects our company and they were quite rude. I said the products Back and I had to go through my credit card company to get a refund I would not buy from this company. The website makes the products look good but they are not. They are difficult to deal with. If you want to send anything back do not buy from this company.
15. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä pawfect4pets.co.uk
Hi Jayne,
We’re disappointed to read this review and would like to clarify several points, as our records differ from the account given here.
Regarding the bandana, the issue raised with us was sizing rather than a fault with the product. A full size guide was provided on the product page prior to purchase, and the item supplied corresponded with the size ordered.
When you contacted us, we attempted to explain how the products should be used and asked about the reason for the return. This was not intended to discourage you from returning the items or to be confrontational in anyway.
Most importantly, we could not process a return before the goods had actually been received by us. Our tracking records confirm that your returned parcel was delivered to us on Thursday 30 July. We have retained the tracking information confirming the date the return was received.
We are therefore unclear about the suggestion that it was necessary to obtain a refund through your credit card company because we would not refund you. Until 30 July, we had not received the returned goods and therefore could not complete the return process.
We also respectfully disagree that the products were inherently poor quality.
We appreciate that you were disappointed with them and you are absolutely entitled to your opinion, but the issues originally raised with us related to sizing and use of the products, rather than the quality concerns subsequently described in this review.
We accept that our communication could perhaps have been worded better and we're sorry if our response came across differently from how it was intended. However, we feel it is important that anyone reading this review has the complete timeline, particularly that the returned goods did not reach us until 30 July.
Ordered XXL cooling mat for my dog
Ordered XXL cooling mat for my dog, took 14 days to arrive - too late for my needs. I emailed asking why it was taking some time and my reply was "I will mark it as urgent". I ordered this on 4th July and it arrived on 18th. I understand these mats would be in high demand in hot weather but felt the wait time was way too long. When it finally arrived, in my opinion it is just a quilted blanket. It has no cooling properties whatsoever and my dog does not sit on it. I have bought 2 smaller non toxic gel blankets much cheaper from In-excess which are amazing.
18. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä pawfect4pets.co.uk
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.
Poor quality
Poor quality, ineffective and waste of money
12. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä pawfect4pets.co.uk
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.
Avoid - I paid by paypal just in case in June.
I paid by paypal just in case in June.
After contacting paypal to get a refund because of non arrival, no tracking emails etc, i got refund from paypal.
The product arrives mid July ( after paypal initiated the first refund). A cooling mat x2 in 70% nylon made in china which is marked and stained.
Does not retain water, if thats the sort you are after.( Its not gel type either if that was what you want to avoid, I WASNT expecting it to be gel, and I didnt want to purchase gel).
If you are expecting a thicker comfort mat this is not for your dog.
I Didnt even bother opening the 2nd one to see if it was cleaner. The thin fabric, very light, might at a push, stop some sunlight get to your dog if the mat was over a crate as it has a bit of a nylon shimmer to it. It would provide a place for your dog to sit but no padding.
Can not return it as nothing on label or inside, web site says email him and he will consider your case.
The company then approaches Paypal to take money again, no email contact advising this, Paypal caught this second demand and refunded me.
The only junk email I have had is a rude email from a named individual demanding money with threat. Send the returns address then and you can have your c*ap back.
2 stars is generous, it will be less if you threaten debt collectors again.
Part 2 You did reply very quickly to trustpilot, rudely, and didnt read properly what I wrote so I would deducted another star.
Buyer beware.
This seller asks trustpilot to remove my post or change it. I have done so.
The reply I got through seller here is an indication of the charm school he failed at.
There has been no email offer to have the products free so add li*r to your skill base.
I am happy to return your product as I received it, dirty marked with stains. Just need that evasive return address to return it to.
Amended my review again 16/9/2026 at 3.30pm.
You really are very very special. Yet again you've changed your own reply, weeks later. Making out that I am fault and trying to tidy up your first two aggressive replies.
I deleted your name becsuse trustpilot asked me too. I have changed nothing else.
I did not receive goods in the timescale you indicated on website. I waited longer than that, they did not come. Then i asked to refund from paypal. That did the trick as your faulty goods then appeared. That is why people use paypal to pay for goods.
You never emailed, except to threaten me. Its unprofessional and I Do not deal with people who are like you. The goods were not fit for purpose.
Oh sorry, i forgot, nothing is your fault.
Btw, i did return your shoddy goods to the address shown, finally found one on the webpage but i expect they went somewhere down the road.
Next time I suggest that if you order stuff from another nation, you open it, check it, and repackage to send on only if the goods meet your standards. Putting my address label straight over the one from foreign factory is a give away.
Please let this be the end of it, the tat for tat is time you never get back!
27. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä pawfect4pets.co.uk
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 I DON'T THINK SO!
Not even a one star really ordered a dog bed from there web site it was only delivered late after several emails as you cannot phone them (I wonder why) they were rude and unprofessional in there reply and when it eventually arrived it was the wrong size! A very time consuming and painful experience. First and last time I will ever order goods from this company.
25. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä pawfect4pets.co.uk
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
Luxury dog Sofa Bed
I ordered the luxury dog sofa bed at the luxury price!
Yes it was shipped quite quickly but delivery was well over a week. Not good enough.
When it arrived it was vacuum packed. I unpacked and allowed it to re inflate over 24 hours.
It's absolute rubbish. A floppy, flabby mess. The sides and back are not firm at all. It's more like an oblong doughnut bed. For over £70 expected better. What an idiot I am! Once burned, twice shy. Avoid.
23. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä pawfect4pets.co.uk
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
Vastaus yritykseltä pawfect4pets.co.uk
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.
Vastaus yritykseltä pawfect4pets.co.uk
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.
Cooling Matts are fantastic.... Saved my long haired cats life!
I ordered a large cooling matt as my cat was panting and extremley hot. The Matt has been a life saver. He lays on it day and night. Very good value and it works very well. Extremely grateful to Phil and team.
16. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä pawfect4pets.co.uk
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.
Waited 12 days for delivery even though…
Waited 12 days for delivery even though site states 7 to 9 days. When cooling mat arrived today (21/07/2026) I am absolutely disgusted and so disappointed with the product, this is just a layer of sponge with fabric sewn on it! Do not pay £20 like I did for this rubbish, it is not even "cool" to the touch and isn't anything special or cooling about this!!! 😡 Wish I'd seen all the other negative feedback before buying, seems like everyone else placed their order at the same time as me. This is absolute garbage, do not buy from Pawfect4pets, it is anything but perfect!!! Total scam!!! In response to your reply... in my email I said your product was s**t, in response to threatens?! I simply stated if you were close by or nearer to me I would return it in person? What is threatening about this?
21. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä pawfect4pets.co.uk
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
Never buy from this company
Ordered 3 items for my dog only 2 arrived. Emailed company got apology they said they would refund the money and also send a replacement for the missing item (a deodorant spray for my dog). These transactions took approx 10 days and numerous emails before the money was in my account and 4 days ago the spray arrived by posy wrapped in flimsy bubble wrap split and dripping and the container empty. Emailed immediately and 5 hours later got email back asking me to take photo of said item! Replied back that I couldn't it was a soggy mess and I threw it away. Since then have heard absolutely nothing. Awful company,poor customer service
22. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä pawfect4pets.co.uk
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
I ordered the xl cooling mats
I ordered the xl cooling mats, they arrived within the 7-9 days delivery time. I did an online chat with Phil as I was wondering where they were, he informed me they would be with me on Monday 20th July and they were. They are exactly what I was expecting and they are lovely and cool to the touch. Thank you
20. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä pawfect4pets.co.uk
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.
Wish I'd read the reviews
Wish I'd read the reviews. Still waiting for dog cooling mat after waiting for nearly 2 weeks in the hottest weather. I've emailed twice. No reply.
19. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä pawfect4pets.co.uk
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.
Ridiculously slow shipping. Item might be great but I wouldn't know
Placed an order on 11th July for a cooling mat for my poor hot cats, the page stated that orders are despatched within 48 hours which was great! Should arrive within the week, right? However, they have a policy that shipping takes 7-9 working days - fair enough it does state this on the website (buried in their T&Cs) and in the email you receive after the order, but why? Where does it go for a week? I emailed on the 14th after I got notification that it had been despatched to ask if there was a tracking reference (and was again reminded of the 7-9 days policy), was given a Royal Mail tracking number but there have been no updates at all for 6 days and I haven't received anything.
I can't review the item because it's been over a week and I have no idea where it is. I suspect it's sitting in an office somewhere. Looking at the owners' response to other reviews I'm expecting to be shouted at, but here's my opinion anyway. Just because you have a policy does not make it reasonable. If you are capable of despatching something within two days it should be en route, don't advertise 48 hour despatch if it's going to disappear into the ether, it's misleading and disingenuous. Had the page I ordered from stated that I probably wouldn't receive my order for 2 weeks up front, I probably wouldn't have placed the order. But I think that's the point. In the time it's taken for this order to go nowhere I've ordered from somewhere else and had it delivered.
Oh and before he starts saying there's thousands of positive Google reviews - there are none. I've searched everywhere, not a single Google review. And any website reviews are clearly going to be heavily edited in their favour.
And finally, before you have a go at me Phil like you have everyone else, consider the overwhelming negative response from your customers. Are you really the only person in the right and *everyone* else is wrong?
UPDATE: From Google "Pawfect4Pets does not have a dedicated Google Business profile with customer ratings, but the company is heavily reviewed on Trustpilot." If you spent as much time actually running your business rather than replying to these reviews you wouldn't have an issue. You still have not explained how it's possible to despatch something within 2 days, in the UK, and yet it not reach the carrier for a further week. Where did it go? That's nothing to do with high demand.
11. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä pawfect4pets.co.uk
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.
Lazy Seller
Still awaiting my order.... numerous messages on their website, just to be met with standard terms and curt email response. Will review product when it eventually arrives...
18. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä pawfect4pets.co.uk
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.
DO NOT BUY FROM THEM
Cooling mat had zero cooling properties.
Their returns policy is illegal - if a product is faulty they say you have to pay for postage to return it. The Consumer Rights Act 2015 s.20 is clear that the retailer is responsible for the cost of all postage.
17. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä pawfect4pets.co.uk
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.
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