Purr & Mutt Opiniões 

Resposta da Purr & Mutt

24/02/2026

Thank you for your feedback, and we’re genuinely sorry to hear that your experience didn’t meet expectations, especially as the portraits were intended for a birthday.

To clarify, our standard process is to send artwork previews within 5 working days of receiving suitable photos, not two weeks. We also do not cancel orders apart from in certain circumstances and only at the customer request. From what you’ve described, it sounds like there may have been a misunderstanding or a communication issue somewhere along the way.

Unfortunately, we’re unable to locate your order from the information visible on Trustpilot, so we can’t review exactly what happened in this case. This certainly isn’t the level of service we aim to provide or what most customers experience.

If you’re willing to contact us directly with your order number or the email used to place the order, we’ll investigate properly and do everything we can to make this right.

Thanks,
The Purr & Mutt Team

Resposta da Purr & Mutt

24/02/2026

Thank you for your feedback. We’re glad you like the portrait, but we’re sorry to hear you felt the process wasn’t clear.

To clarify, we offer free unlimited changes to your portrait during the preview stage so customers can request as many adjustments as needed before approval. The only time a charge applies is if the original photo is changed, as this requires the artwork to be restarted from scratch rather than edited.

Thanks,
The Purr & Mutt Team

Resposta da Purr & Mutt

24/02/2026

Thank you for your feedback, and we’re glad to hear you were happy with the product itself.

We’re very sorry about the number of review emails you received. This is not our normal practice, and it appears these messages were sent in error rather than as part of our standard process. We completely understand how frustrating that would be and apologise for the inconvenience caused.

Thanks
The Purr & Mutt Team

Resposta da Purr & Mutt

7/01/2026

Hi Janet,

Thank you for taking the time to leave a review. I want to clarify a few points, as there seems to be some misunderstanding about how our process works.

We do not provide previews at the point of purchase. Every portrait is custom-made by one of our team after an order is placed, which is why previews are sent after purchase, usually within 5 working days.

We always use the fastest delivery service available to us as standard, and shipping is free. During the Christmas period, couriers experience significantly higher volumes, which unfortunately leads to delays that are outside our control.

We’re sorry the delivery took longer than expected. Christmas is our busiest time of year, and while we work hard to get orders out as quickly as possible, seasonal courier delays can and do happen.

Hope this helps
Thanks again,
The Purr & Mutt Team

Resposta da Purr & Mutt

7/01/2026

Hi there,

We’re sorry this order took longer than it should have.

This year we’ve had issues with some courier tracking systems, particularly through November and December. In some cases, tracking links updated late, showed limited detail, or appeared unhelpful. We agree that this is frustrating and not good enough. We’ve already been working with our couriers to change parts of this setup so customers get clearer, more reliable tracking going forward.

We’re sorry your order was affected, and we are actively changing our shipping and tracking process to prevent this happening again.

Thanks,
The Purr & Mutt Team

Resposta da Purr & Mutt

24/12/2025

Hi Vanessa,

We’re genuinely sorry this experience fell short of expectations, especially given the sentimental nature of the artwork.

A few clarifications that may help others reading this review. Once an artwork has been created, changing the photo used does incur a small additional fee. This is because our artists have to restart the artwork from scratch using the new image. All other changes such as scale, lighting, positioning, or general refinements are completely free, and customers can request unlimited amendments until they are fully happy with the preview.

It’s also not unusual for a portrait to go through several rounds of amendments. That’s exactly why we send digital previews and require explicit approval before anything is printed, so the final piece matches what the customer expects.

Regarding photo use, we do work directly from the exact image uploaded rather than recreating a pet from memory or multiple photos. This is clearly explained in our photo guide, which is linked next to the upload button on the product page and also available via the main menu. The guide explains how angles, lighting, and head direction affect how the portrait will look.

We appreciate the feedback and take it seriously. Our aim is always to produce a piece our customers love before it ever goes to print.

If you'd like to get in touch via email, we would be happy on this occasion to make any changes you'd like and resend your artwork as we always want customers to be happy with their purchase.

Thanks
The Purr & Mutt