Pet Runway Reviews 322

SO What has happened to this firm? There are no reviews for 2018 so assume they are no longer trading.....BUT they are still taking money and sending the same feeble excuses. If you aren't in the business any longer please be honest with customers.

BEST to AVOID

Ordered collar 21/10/2017. As of today, no product, no contact, no refund.
Automated reply (see below) when I asked about delivery.
Will be taking action to see this scam firm is exposed.

Automated reply received 20/11/2017:

We are sorry for the time in replying at the moment, we are being hit by a lot of fake refund spam and have overloaded our systems. We are looking for a solution to it at the moment.

If your ticket is about a return please fill in a RMA here:

(Link not allowed here)

And post back here:

Pet Runway
56c East Hill
London
SW18 2HQ

And we will refund you, please note we no longer swap items but please do order another size or colour when you receive your refund.

We cannot issue a refund without filling in the above form so please do so.

If you haven't received your item yet please give it 2 weeks as there is a rare chance that the Royal Mail do lose something and take a little time to deliver it, if it hasn't arrived by then please email us again and we will refund you for the item.

I am sorry but we don't offer phone support at this time, the old phone number on some leaflets at the moment is not working, we hope to offer this again in the future.

Reading previous reviews fills me with horror. I only read these after my item did not arrive, I chased it and have just had an email reply waffling on about the problems they are having and how there is no customer service phone number to call. They have asked me to wait another two weeks to see if it arrives, but I'd prefer a refund after reading of other customers experiences. I intend to pursue this with Trading Standards if the item or a refund does not appear within the next two weeks

AVOID AT ALL COSTS. TWO MONTHS LATER, NO ITEM AND NO COMMUNICATION DESPITE 4 EMAILS.

Terrible, the fact they don't advertise or even have a customer telephone number is warning enough! AVOID at all costs!

I don't like complaining,it is hard to run a business but this is a truely disappointing company. I returned an item by Royal Mail track and sign, they received it but have never refunded my money or made contact with me. I tried phone numbers that did not exist, emails that never got answered and contact via Paypal with no success. This is my last resort.

It took one month and many emails before I heard anything regarding my order and what I then got was a note saying "the sender did not pay the full postage". So I had to pay £3 more pounds and wait one more week to receive my parcel. Now I'm very annoyed and want my £3 pounds back but their customer service do not exist. I've emailed every mail address I could find but all I get back is a auto reply saying that they are out of the office and will be back the 26TH of September!! Don't get involved with this company, it's just not worth it. Very disappointed!! AVOID!!

I ordered a product in august which fell apart after 2 days use, I then emailed the company and on the 3rd attempt finally received a reply in which they stated the would replace it, that was over a month ago and I'm still waiting. I'd advise you to order your goods elsewhere!

I would just like to let people know not to order of this company i ordered
on the 25 september and have not received the dogs collar also have sent them messages but just get a automated one back.
I would just like to up date this review i never did get my money back from pet runway and never ever got a reply from them only the automated one. I was lucky to get a charge back of £21-50 from my bank so i would not advise any one to buy off this website.

Appalling company. I ordered some reflective cat collars thinking they'd arrive within 5 working days. That was over 3 weeks ago and still no collars or response from the company despite 3 emails. Luckily I paid through PayPal so in the process of getting my money back. If you are still thinking of purchasing from this 'company', do it through PayPal so you'll have a chance of getting your money back when your order doesn't arrive.

Bought a small donut dog bed from them. Item is fine and dog loves it.
Shame it took so long to be delivered. Stated it would be 2 to 4 days and would email when dispatched. 10 days later no item and no email.
No reply to repeated phone calls. Sent email, and they eventually sent the item.
A reply to my email was sent by them, after item had arrived, blaming suppliers for delay. If there are delays, 'they' should let you know. If there are regular delays, they should say so on website.
Could have had item delivered from China quicker and cheaper.
Shame a UK based company can't provide a swift reliable service.
Unlikely to use again, and therefore cant' recommend.

On 22 December 2015 I ordered a Lupine Solid Colours Step in Harness.

On 13 January 2016 I returned the harness to Pet Runway as my puppy had chewed through it with ease. As a replacement was guaranteed which would have been of no use I did ask for a refund and I would have been happy to accept a lead instead.

However, I have received no letter acknowledging the return and they never answer the phone (although I did give my order over the phone originally), and am therefore £21.58 out of pocket. I certainly would never recommend this company to anyone.

The customer service at Pet Runway is disgusting. The telephone lines don't work. After numerous emails when I finally did receive a telephone call back I was shouted at and hung up on! The items I ordered were not available so instead of informing me of this I was sent completely different items that were not acceptable. Al I want is a refund and this is proving very difficult. I would not recommend Pet Runway and will certainly never order from them again.

I wanted some new collars for my dog and as gifts, Pet Runway offered a large range.I have placed several orders in the last few months as the service is excellent and any queries were dealt with quickly. I had a delightful exchange of emails!

Brilliant item and brilliant communication when I messaged to see where my item was because it hasn't turned up will deffently recommend these to anyone :)

Plenty of choice, loads of variations of product. Easy to deal with. Will use again.

I love this place's products, they are good quality when you do eventually get them and well worth the money. However some items take rather longer then expected to get to you.

Thank you for the excellent customer service, I will definitely be using this site again!
I am very happy with how the issue I had was dealt with and would like to thank the supplier for going out of their way to satisfy a customers needs. Also to Petrunway for the overall fantastic service.
Top notch!! :)

Will use again