Pup Luck Reviews 186

We thought the backpack was coming from the UK, after waiting months, we finally got it and it was way too big. Very disappointed and will not recommend.

Ordered the large rucksack on the 16 th August. Still waiting for it to arrive! The tracking number they have me doesn't exist! I've emailed them twice and still havent had any response, ps my order number was on the email so no excuse there!. Customer service doesn't seem to exist with this company. Maybe this will get a response!🤔

If I could give zero stars I would.
Not UK based.
Awful customer service.
Rucksack does not meet detailed requirements, ordered for small mini yorkie and he is far too big for the medium!!
Still waiting for a refund, sold as a UK company in London but they are actually not and avoid you sending anything back to them.....
I have emailed and messaged so many times and although I get occasional responses I am still to be refunded.

I had a few problems with my order, through no fault of my own or of the sellers. All problems that did occur, where dealt with by the seller immediately and proficiently and I would definitely be happy to buy from them again in the future.

Do not use this company . You do not get an acknowledgment of order a tracking reference . I ordered a medium ruck sack for a dachshund- it arrived ! It is tiny and does not meet the measurements specified - it is for a tiny dog . It need a large one - but they don’t allow you to exchange it ! Read the policy - u cannot return items unless there is damage . The sizing of their product is all wrong .

UPDATE: Company finally issued refund. They asked me to remove review however, I still strongly feel that my experience was not positive, everything I originally stated still holds true, and so my review remains.

-----

Really a zero or negative stars.

I ordered on June 30, under the impression that I was ordering from London based on their address and that I was getting an amazing 50% off sale price on a high quality bag - but no, the items ship from China and the half off pricing is purely for show, the item is ALWAYS half off putting it in the same tier as many found on Amazon. In fact, based on images, you can find this exact rucksack on Amazon.

My parcel got lost and the customer service "team" tried to tell me it was in Customs (nope, it was lost a few towns away and that's not a Customs point for anything, let alone products that came through LAX) and ignored my multiple requests for domestic tracking, since USPS was ultimately delivering this info would be available if they contacted USPS with the relevant details.

They offered to reship if I confirmed my shipping and contact details. Fine, great, do it up. But then when I hadn't received new tracking info in 3 days, I reached out saying I wanted the shipping details - OR - if the replacement hasn't been sent then just refund me. They told me tracking would take 24-48 hours to generate and that they "requested" a reshipment. I took this to mean they still hadn't shipped anything and per my request, a refund should have processed but ok. I waited for this magical tracking info to come about.

Four days later (we're now at August 5 on a June 30 order) they then told me the parcel was both attempted delivery and lost... was this shipment 1 or 2? How can a parcel be both attempted to deliver and lost? Hey if I had my USPS tracking I might know. At this point they wanted me to confirm my shipping details again - that's a negative, ghost rider.

I replied now demanding a refund as I have waited over a month for an item that more research shows isn't all that great anyways. This was 4 days ago and I have yet to hear from the company.

PS: there is no phone number for CS so you're stuck with vague emails about "logistics teams" which mean squat.

Avoid at all costs!

It’s a great dog carrier. I bought 2 of them. However, consider how round you are when buying them. I’m wide around the middle, about 200 lbs and I am able to snap the ties together but Barely. Other than that I like them. Our dogs enjoy them as well.

Zero customer services. I ordered the backpack 2 weeks ago and I have no idea if and when it will be delivered. I've emailed them twice and no reply, and no number to ring. Massive mistake buying from here

Not Happy.
Took four weeks to arrive.
They use a UK webiste domain but are based in China, hence the long delivery times.
I emailed to cancel my order as soon as I realised that they couldn't deliver the ruck sack in the time frame needed I expected.
The customer service team took days to respond.
Then when the did respond they stated I couldn't get a refund even when it had been delivered.
I think they need to get their facts right, in the UK you are entitled to a refund if you not happy with the product of service provided by the company.
I had to buy another brand from another retailer who delivered it within two days.
The rucksack itself is very flimsy & not fit for purpose for my dog & he's tiny too.
Esp

I don't normally leave reviews but I feel I must warn people about this company.Firstly the payment was swift absolutely no problem with them taking payments but then you wait weeks for delivery eventually I contact them to find out what's happening they say its been delivered I assure you it wasn't so when I challenge them about not receiving the goods mysteriously they ignore all my attempts to contact them.This is daylight robbery please please don't waste your money with this company go elsewhere you have been warned

Terrible service and bag!
The bag I received in May was faulty. The straps broke after one walk. I contacted the service immediately and on the 28th May I was told I would receive a replacement free of charge.
I still hadn't received the replacement on 11th June 2022 so I sent another message. I was told the replacement hadn't been sent out but it would be within 3 days.
12th July, still haven't received replacement and so contacted them again. I was then told that I would need to send the bag back in a sellable condition if I wanted a replacement otherwise I would not get a refund or replacement. Clearly communication has been missed as I had already explained that it was faulty and obviously it is not possible to send back a faulty bag in a sellable condition!
I wouldn't bother with this service. The bags are terribly made, the customer service is awful. They change their minds all the time. Awful.

Lovely product, great service

I brought a sling carrier for a jack Russell but it was far to small would just about fit a yorky this was a medium size carrier which was no good to me .when I contacted pup luck they said that they would give me a generous discount if I was to purchase a larger size but on looking at the pictures they have on website I opted for a refund and this was repaid very quickly so my problem was resolved .and I wished pup luck all the best and hope that they are successful in there business.

Not fit for purpose a complete waste of money

Take my older dog in my pup sack as I call it. She loves it. Everyone thinks it's the best.

Appalling service - goods not up to scratch - really difficult to get them to agree to refund - sent back according to their instructions and still no refund! Don’t use this site!

Excellent service. Excellent product. Excellent quality. I will definitely be buying many more products from this company for my dogs. Looking forward to the future and doing business with them Thank you Pup Luck

Awful customer service and communication. Goods were not received by date given by Company no notification of any delay and took about 7 days to reply despite sending Emails and via Messenger service on Facebook. Would not use this company again

Far too light weight and flimsy. Doesn’t stand up on it’s own as shown in adverts. Poor quality, don’t waste your money unless you have a very tiny, very lightweight dog.

Item arrived pretty quickly. Product is good and useful for our new puppy. However, I think personally that a further strap is needed to go across the shoulders for extra support for the wearer and the pup. As when you bend down to deal with our other dogs if your carrying pup at the front the straps tend to fall off your shoulders. Just a thought.