Fluff & Crumble Opiniões 26

Resposta da Fluff & Crumble

28/11/2025

Thank you so much for your lovely review. It really does mean a lot, especially with it being our busiest time of year and everything being made by one pair of hands. I am glad your advent arrived safely and the address hiccup was sorted!

Many thanks
Khya
Fluff & Crumble

Resposta da Fluff & Crumble

Actualizada a 30/11/2025

Hi Tatiana,

I’m disappointed to read your review, as it doesn’t reflect the full picture of what happened or the experience customers usually have with my small business.

Your advent calendar was a preorder item with a stated dispatch window of 14 to 21 November, and it was sent within that timeframe. A handwritten note was included inside your parcel on arrival to explain that your order would arrive in more than one delivery. For clarity, the advent description and product photos also show that the calendar contains a mix of iced and non iced biscuits as part of its design.

The dispatch email listed all items together because the system triggers the notification once labels are purchased. The handwritten note provided the correct information about what was actually on the way.

After receiving the advent calendar on 26 November, you requested a cancellation on 27 November because you were worried the remaining items might be stolen, even though the first parcel had arrived safely. Nothing at that stage suggested you needed the items urgently for the weekend. Had that been mentioned at the outset, I would have done everything I could to help.

On 28 November, you advised that you would raise a dispute and leave a negative review. Within thirty minutes of that message I processed a full refund for the second personalised parcel, even though it had already been prepared. Due to Shopify’s processing times, the refund notification was sent to you on the morning of 29 November.

I’ll be reviewing how split dispatch messages appear in future so customers have clearer information upfront and there’s no room for confusion.

I take genuine feedback seriously and have built a strong reputation over the last five years. So it’s disappointing to see a review that doesn’t fully reflect the situation and includes personal remarks. I’m sorry you didn’t have the experience you were hoping for, and I hope your dog enjoys their advent treats.

Many thanks,
Khya
Fluff & Crumble

Resposta da Fluff & Crumble

27/03/2025

Hey Fazlin,

Thank you so much for this amazing review! We’re absolutely delighted every time we see your name pop up. Archie’s excitement makes it all worth it - your kind words mean the world to us. We truly appreciate your continued support and are so grateful for customers like you. Wishing you and Archie all the best, and we can’t wait to share more fun treats with you both in the future!

Many thanks,
Khya
Fluff & Crumble

Resposta da Fluff & Crumble

27/03/2025

Hey,

Thank you so much for taking the time to leave such a lovely review. We're so happy to hear that Lady Lola loves her Fluff & Crumble biscuits! We put a lot of care into every detail, so it means the world to hear such lovely feedback. Give her a big hug from us!

Many thanks,
Khya
Fluff & Crumble

Resposta da Fluff & Crumble

17/02/2025

Hey,

Thank you for the lovely review! We're so happy to hear your rescue pup enjoyed her Valentine’s cookie, and we're glad the delivery was quick. Your support means a lot to us!

Many thanks,
Khya
Fluff & Crumble

Resposta da Fluff & Crumble

17/02/2025

Hey Michelle,

Thank you so much for the glowing review! We’re thrilled to hear that Peanut & Beauty are enjoying their treats, and we’re so glad you love the icing and packaging. Your support means a lot to us, and we’re so happy to be part of their treat time!

Many thanks,
Khya
Fluff & Crumble

Resposta da Fluff & Crumble

17/02/2025

Hey Susan,

Thank you for the fantastic feedback! We're so glad to hear that you're impressed with our products. We look forward to having you as a repeat customer! Your support means the world to us.

Many thanks,
Khya
Fluff & Crumble

Resposta da Fluff & Crumble

17/02/2025

Hey,

Thank you so much for your kind words! We're thrilled to hear that both our customer service and products have made such a positive impression. It's great to know your dogs are enjoying everything too! We truly appreciate your support.

Many thanks,
Khya
Fluff & Crumble

Resposta da Fluff & Crumble

Actualizada a 4/11/2024

Hey Emma, thank you so much for taking the time to review our treats! We’ve made a lot of positive changes over the last few months and are thrilled to hear that you and your girls are loving them! It means a lot to us that you appreciate the healthy ingredients and have had a great experience with our service and delivery. We're constantly working to improve, and knowing our treats are a hit with your pups makes it all worthwhile. We look forward to serving you again – thank you for being a part of our Fluff & Crumble family!

Thanks
Khya
Fluff & Crumble

Resposta da Fluff & Crumble

4/11/2024

Hi Lydia ! Thank you so much for your fantastic review and for choosing us for your corporate orders. We're delighted to hear that our biscuits have consistently met your expectations in both design and delivery. It’s wonderful to know our creations have made an impression, and we’re thrilled to have earned your 5 stars! Looking forward to hopefully working with you on more biscuit orders in the future!

Thanks
Khya
Fluff & Crumble

Resposta da Fluff & Crumble

Actualizada a 23/04/2024

Hi, many thanks for your review. We are very sorry that you haven't had a great experience.

Following your order on the 7th April, we sent a dispatch email to you on the 17th April, which is in line with our dispatch time of 7-10 working days. We advised on an estimated delivery time via Instagram that was based on our dispatch time and the delivery service that was selected. As a gesture of goodwill we also provided you with a refund for part of the order as you'd missed your event, despite the order not being late. I'm sorry if you felt our exchange was rude.

I can see that your order was delivered in two weeks and within our advertised timeframe, however we are very sorry that you weren't able to take them to your event.

We appreciate that our customers have to wait up to 10 working days for orders to be dispatched and we are currently working on cutting this time down. Our dispatch lead times and estimated delivery dates are visible on the website and on the checkout to give our customers transparency on when to expect their orders and to avoid any disappointment.

We are happy that you liked the biscuits and we hope your pup does too and we would like to welcome your feedback on how we may be able to improve visibility around our dispatch times to help keep our customers informed. Please feel free to forward any comments to woof@fluffandcrumble.com.

Thanks again for taking the time to review.

Fluff & Crumble

Resposta da Fluff & Crumble

23/12/2021

Thank you so much for your wonderful review! I’m so pleased to hear that your pup has given us the seal of approval. Many thanks for giving us a try your custom is truly appreciated!

Many thanks
Khya
Fluff & Crumble

Resposta da Fluff & Crumble

7/09/2021

Hey Megan, thank you so much for your wonderful review and for giving us a try. I am thrilled that Louie enjoyed his biscuits and hope to hear from you again soon! Happy munching Louie. Thanks, Khya @ Fluff & Crumble.

Resposta da Fluff & Crumble

29/01/2021

Hey Amber,

Thank you so much for taking the time to leave such a lovely review. It means a lot as a new and very small business to receive such positive feedback.

I really appreciate your custom and I am over the moon that Teddy enjoys his biscuit mail! I hope you enjoy your latest batch of goodies and hope to see you enjoying even more treats soon.

Thank you for your order and kind comments,
Khya

Resposta da Fluff & Crumble

Actualizada a 11/01/2021

Hi Loreta,

Thank you for your recent review.

We aren’t aware of any order that you may have had with us, but I am very sorry if you had a disappointing order experience.

As a new brand we are always looking for ways to improve and we welcome customers to approach us with any concerns in the first instance, so we can work to resolve any issues to make things right. If there’s anything in particular you’d to like to discuss, please get in touch at woof@fluffandcrumble.co.uk and I would be happy to help.

Thanks
Khya
Fluff & Crumble

Resposta da Fluff & Crumble

23/12/2020

Thank you for your review Emily! I'm so pleased to see we passed the taste test! Thank you for giving us a try and I look forward to you trying some more of our range in the new year!

Thanks
Khya
Fluff & Crumble

Resposta da Fluff & Crumble

23/12/2020

Thank you for your kind comments Emma - much appreciated! I'm so pleased your pup is enjoying his goodies and I hope he's waiting patiently for his next batch! Thanks so much for giving us a try and I wish you a very Merry Christmas and a Happy New Year!

Thanks
Khya
Fluff & Crumble