Pup Luck Reviews 186

I bought a doggie rucksack from pup luck and I must say it was a really good experience, the item came from China and we couldn’t track it because it was in Chinese but a really good quality item.

Very easy to order, good prices and speedy delivery times.

Jacket purchased arrived with a broken zipper and the chew toy rope was easily chewed up within minutes by my dog. The bed is good and my dog likes it

This bag looks lovely, but it's absolutely useless for my dog! It just doesn't hold my dog at all (and yes, I bought the correct size - she's actually right at the beginning of the weight range for this size). It just isn't sturdy enough. I didn't even bother trying to return it as it has to go all the way back to China.

I would like to amend my input. I made a contact in regard to my last purchase. This is responded and processed swiftly with full refund. Completely the opposite from when I reviewed last time. Very helpful and professional manner from customer service.

Pup Luck makes the perfect backpack for your buddy to join along on adventures. They also are communicative and responsive after your order. I was concerned that my order was sent to an old address but it safely made it to me and the team at Pup Luck were helpful and kind and understanding.

Ordered the wrong size, customer services were more than helpful and I was given discount on next order

I ordered 2 dog beds in November, they have not arrived. I have emailed company two or three times and have had no response. I now have to try and get my money back. Would absolutely not recommend this company and will advise others not to use them.

I would like to know where my purchase is. I ordered 2 dogs beds on the 1st December and still haven’t arrived. Tracking number doesn’t work and I have emailed twice with no response. Very disappointed with no contact.

Love the backpack! We used it when Maggie got tired of hiking. Once she was loaded inside, she really seemed to enjoy being carried by her 'Pop' and the elevated view. We placed a folded up towel in the bottom of the bag to make it more comfortable and help cut down on the mud. I think I will find something a little more rigid for her to sit on next time to place under the towel. We wore the pack backwards and the waist belt worked great. I am going to implement an additional strap to keep the shoulder straps tighter to my chest when using the bag in this fashion.
It is a great product and would recommend for anyone looking for a alternate pet carrier

I ordered a puppy rucksack for my 9 week old puppy. It took ages to arrive and was far too big partly because it is a very poor design.
I contacted customer service to find out how to return the product. I had a response from Lexie asking me for photos of my puppy and his length, height and weight. Which of course I refused to send.
I then read the companies returns policy… it is absolutely outrageous.
I await a further response but so far I’m disappointed in this companies attitude to its customers.
Beware !!!
UPDATE: Theyvhave just sent me another email demanding weight,height and length. And asking whether I ordered the wrong size or their staff sent the wrong size. Doesn’t sound like a very nice place to work.

I ordered a rucksack to carry my ageing dog, order25494. However it is not suitable, as I cannot get the dog to go in it. It was not clear to me when ordering that you did not offer returns for unsuitability or I would not have ordered. This is highly unusual
I wish for a refund please
Do not use this firm unless you are sure the item will be suitable for your needs.

Brilliant customer service. Very easy to get in contact with and very quick response.
Had a problem with delivery but they were on it straight away and got it a couple of days later as it was stuck at UK port.
I ordered the pup rucksack. Haven't used it yet but looking forward to using it.

I have ordered or was sent the wrong size Dog rucksack ,
I followed the measurements , but the bag is too big, I had sent 2 emails with no replay, then 5 days later got a reply saying they are very busy and asked me questions about my order, and to send them a photo, which I did, Even my address on the delivery was completely wrong , god knows how the order got to me ..... I am now waiting again for a reply to my email and it has been another 4 days ,
All I would like to do is exchange it for a smaller size
I am shocked with the lack customer service ,
Pup Luck are happy to take your money . But god help you if there is a problem with your order then they do not want to know .

Great customer service, quick delivery and like the product.

I ordered two of the waterproof jackets for my dogs. For my bigger dog, I ordered the wrong size and sent an email to the company to see if I could simply exchange it for a larger size. I did read the terms and conditions which says they take no responsibility for customer ordering errors. I got a response from Pup Luck, but they wanted me to send pictures of the dog and the coat. I just want to exchange the coat for a larger size, why do I have to send pictures? No response after that. I like the coat, I think it’ll work well in our rainy climate, I just need the right size. Most companies are very customer focused and do everything to ensure you’re happy, but not Pup Luck. You make a mistake, it’s tough luck.

This company has been very difficult to work with . The product bought was a puppy rucksack which wasn’t fit for purpose. It was bought for a 5 month old cockapoo. It was very poorly made ,with no support, and so we didn’t want another . as it was measured for this puppy. We wanted a refund but no luck
Customer service was VERY UNHELPFUL . We sent it back but no refund. That was 5 months ago. So beware do not waste your money

I have had a negative experience from the start with this company. I ordered a small carrier for my puppy for a weekend away - the product however took a month to arrive by which time it was too late to use it as I had to buy an alternative. I sent the product back as soon as I received it to the address given to me by Lexie at customer service. I sent it on a signed for delivery at a cost to me and so I know that it was received a week ago now. I have been promised a full refund - however since sending the product back there has been no email response whatsoever despite me sending emails asking for confirmation of a refund. I cannot quite believe that a company can operate in 2021 with this level of very poor customer service. I am holding out that they will do the right thing and refund me for my return of product which I did not even take out of the packet!

My order took longer because it shipped direct from China so make sure to give yourself at least a month or month and a half to get your items because the packages will get hung up in Customs. But so we love the products we ordered! If there are a lot of people that order from the states, I suggest the company obtain a warehouse in the US so customers can get their products faster. Customer Service was very responsive to my inquiries to where the order was.