pawfect4pets.co.uk Opiniões 

Resposta da pawfect4pets.co.uk

16/09/2026

Hi Liz

We have sorted this out today prior to this review being written. We explained we missed your email as it went into our spam folder and quickly sorted a replacement item at your request.

The returned dog bed had no identification with regards to who had returned it so unfortunately couldn't act sooner.

I think its unfair to write a review after we sorted the issue. On receipt of the new item please remove the review as you have agreed to do.

Resposta da pawfect4pets.co.uk

Actualizada a 16/09/2026

Hi,
Thank you for your review. We would just like to clarify some of the points raised, as the suggestion that Pawfect4Pets is not a UK company is incorrect.

Pawfect4Pets is a UK-based business and has been trading for over 7 years. Like many UK pet retailers, we source selected products from established international manufacturers, including manufacturers in China.

We are transparent about our delivery times, which are displayed to customers prior to ordering and again in our shipped emails.

We work hard to offer a wide range of products at competitive prices and stand behind the products we sell, many of which are sold in the UK's top retailers and endorsed by ITV.

If you have experienced a specific issue with the quality of an item or with your order, we would genuinely welcome the opportunity to investigate it and resolve any concerns.

Please contact our customer service team with your order details so that we can look into your experience.

Resposta da pawfect4pets.co.uk

16/09/2026

Hi

We're very sorry that you've been left waiting for your refund.

We have investigated this and can see that your refund was originally submitted through our payment provider, Stripe, but unfortunately it did not process successfully. We weren't aware that the transaction had failed to complete, and we completely understand how frustrating this must have been after waiting for your money to be returned.

As soon as we identified the issue, we resubmitted the refund and can confirm that it has now been successfully processed from our side.

We sincerely apologise for the delay and inconvenience caused. We are also reviewing what happened so that failed refund transactions can be identified much sooner in future.

Resposta da pawfect4pets.co.uk

16/09/2026

Hi,
Thank you for your review. We are genuinely sorry that your order did not arrive within the expected timeframe and that communication regarding your refund was not handled as quickly as it should have been.

We completely understand your frustration, particularly as you had ordered the item specifically for your holiday.

We would, however, like to clarify one point for anyone reading this review. Pawfect4Pets is a UK-based business and has been trading for over 7 years.

We source products from a number of suppliers and manufacturers, including some internationally, as do many UK retailers. Few products are dispatched directly from our suppliers based on seasonality and demand while others are supplied from stock, depending on the product.

In this instance, the delivery clearly fell significantly outside the timeframe we aim to provide, and our subsequent communication did not meet the standard we expect. We apologise for that.

We understand that you subsequently contacted Barclaycard and received the funds back through them. We are reviewing what happened with this order and our communication processes to help prevent a similar situation occurring again.

We appreciate you taking the time to provide your feedback and are sorry that your experience with Pawfect4Pets was not a positive one.

Resposta da pawfect4pets.co.uk

16/09/2026

Hi,

We’re sorry to read this review, but we do need to clarify an important point regarding your order.

Following your request to cancel, your order was cancelled and we emailed you to confirm this. We’re therefore sorry if our cancellation confirmation was not seen or received at your end.

The automated dispatch email you refer to was generated as part of the order-processing system, but your subsequent cancellation request was actioned and the order was cancelled.

We completely understand why the lack of clarity caused frustration, particularly if you did not see our cancellation email, and we apologise for any confusion caused.

However, we would like to reassure you and anyone reading this review that your cancellation request was actioned and your order was not simply left unresolved as the review may suggest.

Resposta da pawfect4pets.co.uk

Actualizada a 16/09/2026

Hi,
We’re disappointed to read this review and would like to clarify a few points, as our records do not correspond with the experience described.

Your order was placed on 10 August and delivered on 26 August. Our standard delivery timeframe displayed at the time of ordering was up to 9 working days, and while delivery was slightly outside this timeframe, it was not substantially beyond the delivery period stated when the order was placed.

More importantly, we have checked our correspondence and cannot locate any emails from you raising concerns about the product or requesting a return. Had we received a return request, we would of course have been able to provide the appropriate return information in accordance with our returns policy.

We are also disappointed by the description of the product as being of “terrible” and “cheap” quality. This particular travel bed is one of our established best selling products and has received over 31,000 five-star customer reviews through Google, so the comments in this review are not representative of the feedback we ordinarily receive for this product.

Nevertheless, we recognise that individual customers can have different expectations and experiences.

If you would still like to discuss a return, please contact us directly quoting your order number and we will be happy to look into this for you.

Resposta da pawfect4pets.co.uk

16/09/2026

Hi,
Thank you so much for your lovely review! We're delighted to hear that your dog loves their Anti Anxiety Dog Bed so much that you've ordered another one! 🐶❤️

We're also really pleased we could help with your delivery query and that your bed arrived safely. We really appreciate you choosing Pawfect4Pets again and hope your dog enjoys the new bed just as much as the first!

Resposta da pawfect4pets.co.uk

Actualizada a 16/09/2026

Hi,
We're sorry to hear that you were disappointed with your purchase.

We take product quality seriously and would have welcomed the opportunity to investigate your concerns directly. We have received no emails from you expressing disappointment.

If you believe the item you received was faulty, damaged or not as described, please contact us with your order number and photographs of the product so that we can look into this for you and provide an appropriate resolution.

We appreciate that products can sometimes not meet an individual's expectations, but we're disappointed that you felt unable to recommend the product based on your experience, given the fact this has over 31k 5 star Google reviews.

Please get in touch with us directly and we'll be happy to assist.

Resposta da pawfect4pets.co.uk

Actualizada a 16/09/2026

Hi,

We’re sorry that resolving your return took longer than it should have, but we would like to clarify what happened in this instance.

Unfortunately, your returned parcel was not delivered to our address, which meant we had not received the item and were therefore unaware that it was awaiting a refund.

Once we investigated the matter, we were able to locate the returned parcel and your refund was subsequently processed.

We also investigated why we had not responded to your earlier correspondence and found that your messages had unfortunately been filtered into our spam folder. We appreciate that this was frustrating and apologise that this resulted in a delay in communication.

We certainly did not intentionally ignore your emails or withhold your refund. The combination of the returned parcel being delivered elsewhere and your correspondence being incorrectly filtered meant that we were unfortunately unaware of the situation until you contacted us through live chat.

Once the issue was brought to our attention, we investigated it, located the return and ensured that your refund was resolved.

We apologise for the inconvenience caused and appreciate your feedback.

Resposta da pawfect4pets.co.uk

Actualizada a 16/09/2026

Hi,
We are disappointed to read this review and feel it is important to clarify several points, as some of the information provided does not reflect our records.

Firstly, the statement that the product took “several weeks to arrive” is incorrect. Our records show that your order was delivered within approximately 5–6 working days, within our advertised delivery timeframe of 7 working days for this high-demand product given the extreme weather conditions of the summer this year.

Regarding the product itself, when you contacted us we attempted to explain that the cooling mat needed to be fully opened and used as intended in order to assess it correctly. From the information provided to us, the product had not been fully opened or used correctly before it was concluded that it did not work. Our response was intended to explain how the product operates, rather than to be argumentative or dismissive of your concerns.

We would also like to clarify the circumstances surrounding your refund. Unfortunately, the product was returned to an incorrect return address rather than the return address provided for returns, meaning we did not receive the returned item. This was explained to you by email and was the reason for the delay in resolving the return as we cannot refund what we don't have.

Despite the item having been sent to the incorrect return address, we still processed your refund, and therefore you were not left without your money as the review may suggest.

Finally, we strongly disagree with Pawfect4Pets being described as a “complete scam.” Pawfect4Pets is an established UK business which has been trading for a number of years and serves thousands of customers. Some products are sourced from international manufacturers, as is commonplace throughout UK retail.

We fully accept that you were disappointed with the product and you are entitled to express your opinion about it. However, your order arrived within our advertised delivery timeframe, we responded to your concerns, the product was returned to an incorrect address, this was explained to you, and we nevertheless issued your refund. In those circumstances, we do not believe describing Pawfect4Pets as a “complete scam” is a fair representation of what occurred

Resposta da pawfect4pets.co.uk

Actualizada a 16/09/2026

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.

Resposta da pawfect4pets.co.uk

Actualizada a 16/09/2026

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

Resposta da pawfect4pets.co.uk

16/09/2026

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

Resposta da pawfect4pets.co.uk

16/09/2026

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

Resposta da pawfect4pets.co.uk

Actualizada a 16/09/2026

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.

Resposta da pawfect4pets.co.uk

Actualizada a 16/09/2026

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.

Resposta da pawfect4pets.co.uk

16/09/2026

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.

Resposta da pawfect4pets.co.uk

Actualizada a 16/09/2026

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