Ordered 2 bed 45 DAYS AGO I have finally received one but not the second one. I am now getting no reply from customer services. I ORDERED TWO BEDS AT THE SAME TIME. WHY HAVE I ONLY R... See more
Company replied
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See what reviewers are saying
We just recently purchased the ramp for our dog Milly She is 121/2 years old so she could access our bed. She has struggled with it as she found it slippery so we have had to add some wooden dowel... See more
Company replied
Update on previous review. Received bed a couple of weeks back, great quality and our dog loves it! Washes well too. Would recommend! Although now resolved, our criticism is getting the email from pu... See more
Company replied
Super customer service, fantastic product. My dogs love their cozy donut beds. Fluffy, snuggly, thick cushions and best of all, the only company I found that had removable covers for washing. One arri... See more
Company replied
3.3
Average
414 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
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Still not received my order been over a…
Still not received my order been over a month. Terrible customer service. A friend purchased the same product for half the price on Amazon and already has the item. Would never have purchased it I knew how bad the service was and how long the item will take if it ever shows up.
January 17, 2022
Unprompted review
Reply from Pupnaps
Hi Adam,
I am so very sorry to hear that you are still waiting on your order.
I would be happy to check in on your order and keep an eye on its progress so I can update you as necessary.
Unfortunately I have not been able to locate your order using the information provided. Can you please email us at support@pupnaps.com and title it "ATT: Ellie" so that it reaches me, and include your order details in the email?
I hope to hear from you soon,
-Ellie. x
Very well made dog bed and already…
Very well made dog bed and already seeing signs that my anxious dog is slightly calmer since having bed.
January 17, 2022
Unprompted review
Reply from Pupnaps
Hi Peter,
I'm so glad that you're happy with the quality of our dog bed, and that it has been able to create some calm for your anxious pup.
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
Not premium quality
The bed was around 2 weeks for delivery, this is because the beds are mass produced in China and sold to many different companies - despite claims of a premium quality.
I bought my bed in January 2021 and it has now fallen apart. May as well buy cheaper and more often if I am getting the same product
January 17, 2022
Unprompted review
Reply from Pupnaps
Hi Sam,
I am so sorry to hear that you are unhappy with the quality of your bed!
As per our FAQ, "Our company and products are incorporated and designed in Australia. Production takes place in China where we are able to work closely with our supplier to bring you the highest quality products at an affordable price.", so we can confirm that production is done in China however the design was created by our team here in Australia.
We do also have a 12 month warranty for our products, so it would appear the bed is outside of our warranty period, however we can certainly still look into this issue for you.
I will be in touch via email soon, Sam, so we can have a chat about your bed.
Warm regards,
-Ellie. x
Update
Update
Today after many emails to pupnaps ,several online chats with Yodel,my order has been delivered,such a shame that the possible delays were not mentioned when checking out!
I hope everyone else who has experienced the same problem receives their order promptly.
Just hope that our elderly dog enjoys her new bed.
January 14, 2022
Unprompted review
Reply from Pupnaps
Hi Nick and Judy,
Thank you so much for the update - I am thrilled to hear that your order has been delivered despite the initial delays. I am so very sorry that the delays were not listed on our website at the time of your purchase - we only recently discovered that there were issues with the collection of orders from the courier.
I hope that your lovely pup enjoys their bed, but if you have any issues please know we have a 14 day return policy after delivery, so don't hesitate to reach out to me if you need to do that.
Warm regards,
-Ellie. x
My beds arrived!!
I wanted to write my review as yesterday it would of been a scam alert one, BUT today my beds arrived!!
They are gorgeous and soft and very well made and I am glad to support a small business.
I would advise the company to be more transparent with where they are shipping from, how long delivery actually will be, and also if there is a delay, LET US KNOW!
Communication is key.
I am so pleased that I can write I have received my beds and to everyone else who is still frustratingly waiting ... have faith! 👍
January 14, 2022
Unprompted review
Reply from Pupnaps
Hi Kim,
I'm so glad to hear that, despite the initial delays, your Pupnaps beds arrived, and that you're happy with everything as far as the quality and feel.
I completely agree that we would love to be more prepared next time and be able to keep customers informed a lot earlier to avoid any frustration, and have passed your feedback along to upper management.
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
Best Dog Bed Ever
This our third Pupnaps bed. Bought two for our bigger dog and now one for a little Jack Russell. Both dogs love it and keeps them very calm. We love it as well because they are so easy to keep clean. We have bought many dog beds over many years with different dogs but none come anywhere near Pupnaps. Thanks so much for such a great product.
January 14, 2022
Unprompted review
Reply from Pupnaps
Hi Chery,
I'm so glad to hear that you've continued to trust our brand for all of your pups, and that they're all loving their beds so far!
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
I have ordered 2 pupnaps beds with…
I have ordered 2 pupnaps beds with delivery on point i received them within the time frame given
January 13, 2022
Unprompted review
Reply from Pupnaps
Hi Karen,
I'm so glad to hear that you're satisfied with the beds and with the delivery timeframe, that is lovely to hear that all went well.
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
I still haven't received the dog bed or…
I still haven't received the dog bed or tracking info update from my last review
It seems Ellie likes to send out the same response to all customers having issues
You have my £49 and I want my dog bed
This needs to be escalated to the highest Manager and I want an answer immediately
January 13, 2022
Unprompted review
Reply from Pupnaps
Hi Vikki,
I apologize again for the delays that are currently occurring with your order being collected from the courier. As I have mentioned in our conversations, I have been in touch with our fulfillment team and the courier and have lodged an investigation with them regarding your specific order to try and obtain more specific information from you.
As many of our customers in the UK are experiencing the exact same issue, it is best and most consistent to ensure they all have the same information provided. For issues that are different to the courier delays we are currently experiencing with Yodel, there will of course be different information to provide in response, but it is much better for everyone to be on the same page if they share the same problem - I hope for your undertstanding in this matter.
As mentioned in my email earlier today, I am investigating this for you as a matter of priority and hope to have an update soon for you.
Warm regards,
-Ellie. x
Best thing since sliced bread.
Awesome product.
My dog is nearly 13yrs old and very stubborn.
It took very little time to train her to use the ramp.
She has a back problem now which meant l was the one lifting her up and down on the lounge suite.
I also have a back problem and this is now saving my aching back.
Bloody fantastic.
January 13, 2022
Unprompted review
Reply from Pupnaps
Hi Norma,
I'm so very pleased to hear that, despite her typical stubbornness, your dog took quickly to the ramp and was able to use it successfully, and save you and your back as well! That is wonderful to hear and I'm so glad it has been helpful for your household.
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
I have 2 pupnaps beds which I ordered…
I have 2 pupnaps beds which I ordered over a year ago...with no issues...I have ordered 2 more in the sales....same as everyone else...no delivery yet, no response to email and pupnaps say item shipped, yodel say they haven't received item....where are my dogs beds...order 37506..thanks...if I have no response I will be looking for a full refund
January 13, 2022
Unprompted review
Reply from Pupnaps
Hi Tarisa,
I am so very sorry that your order has been affected by the current delays within the UK and that it has taken us a while to get back to you in regards to the status of your order. Currently we are overwhelmed with more enquiries than normal due to the larger volumes of orders this time of year.
We are also based in Australia, so there is the problem of the time difference, as the UK daytime falls during our overnight hours here in Australia.
After a number of enquiries into the delays the fulfilment centre we use has advised us that due to the size of our parcels, the courier companies are unable to carry as many as they usually would, due to the current truck shortages. Companies such as Yodel & Royal Mail are only able to get small trucks to come and pick up the orders and as such, have reduced their capacity by half. I am so very sorry we are only learning this information now.
I can confirm that your order has been shipped, it just appears that the tracking has taken a while to update due to the situations described above.
However, I have checked in on your tracking information, and it appears your order has been successfully collected by the courier and has now arrived at your local delivery depot!
I will be providing an update with more detailed information to you shortly via email, Tarisa.
Warm regards and speak soon,
-Ellie. x
Good product, extremely poor customer service
Very frustrating to see so many other people having the same experience, and have recieved word for word the same spiel that there are delays with Royal Mail and Yodel. Although I got the added bonus of being told that it was 'impossible to tell which orders will be affected, if any at all, and what the delivery timeframe will be' which doesn't fill me with confidence.
I have an outstanding order with Pupnaps from 31st Dec, and got a notification that it had been 'shipped' on the 5th Jan. Tracking on Yodel is still showing 'We're expecting your parcel from your sender. We will provide updates here once we receive it.'
I'm happy to accept that there are some issues with the post and delivery services, and even happy to a
support it as a small business and accept they don't have the same fulfilment resources as other larger companies - however to be told they have no influence with their fulfilment companies and delivery partners, and to essentially tell customers to prepare for an indeterminate wait for a parcel which has been paid for is taking the p**s. Especially as they're quite happy to keep the orders and money rolling in - nothing on their website, to advise potential customers of fulfilment delays and still promoting £20 off, nor any comms to customers Who are still waiting.
The irony is that my dog loves his current Pupnaps bed so I purchased another one for a different room. If I loved my dog a little bit less, then I'd be pushing for a refund based on the customer support response. I'll give it a bit longer and see if they get their act together to fulfil the deliveries they have, but won't be recommending to anyone or purchasing from them again. It's a shame.
January 13, 2022
Unprompted review
Reply from Pupnaps
Hi LR,
I am so very sorry that your order has been affected by the current delays within the UK.
As you have been made aware, the fulfilment centre we use has advised us that due to the size of our parcels, the courier companies are unable to carry as many as they usually would, due to the current truck shortages. Companies such as Yodel & Royal Mail are only able to get small trucks to come and pick up the orders and as such, have reduced their capacity by half. I am so very sorry we are only learning this information recently.
Orders that are taking longer than usual are still being collected by the courier and will indeed be sent out successfully and have their tracking updated, but until such time as the order is collected by the courier from our many orders awaiting collection, the tracking will not update until then,
I would be happy to check in on your order and keep an eye on its progress so I can update you as necessary.
Unfortunately I have not been able to locate your order using the information provided. Can you please email us at support@pupnaps.com and title it "ATT: Ellie" so that it reaches me, and include your order details in the email?
I hope to hear from you soon,
-Ellie. x
Just an honest update is all it takes.....
Ordered a dog bed on 28/12/21 and was told that the item would arrive in 5-8 days at time of ordering. Received an email to say that the order was shipped on 31/12/21, so at the time I was happy that the item had been shipped quickly.
However, it is now 12/01/22 and I still have not received the item or had any update on its whereabouts. The tracking information given for yodel says the item hasn't even been received by them yet and is still with Pupnaps 13 days after Pupnaps said it had been shipped! I emailed Pupnaps on 07/01/22 to ask where the order is and, like lots of other people, have had no reply. You just get the message saying it is 'out of office hours'. I understand this initial out of office reply if the office is in Australia and I am in the UK to cover the initial difference in business hours, but this difference in opening hours should only last for 12 hours ... Surely they will have been open at some point to reply over the last 7 days regardless of the difference in daylight times so don't understand how this is being used as an excuse in other review replies....??
If, as it seems from other people's reviews, there is a delay in sending items to the UK then just a quick message to UK customers to update them out of courtesy would be nice or maybe even a mention of this before you order so you are aware and not left out of pocket and in the dark. I am now even more out of pocket as I have had to buy another dog bed from elsewhere as this one won't arrive in time now. 😡
I understand that delays can happen when shipping from abroad and that it isn't always the fault of the company, however when nothing is explained to you and you feel ignored as a customer then it doesn't make you want to recommend them or ever buy from them again! Just a bit of courtesy with an explanation to paying customers is all it takes.
Each week I seem to get multiple emails with discount codes to buy other products but yet no no emails about the actual product ordered! If generic discount emails can be created all the time, then I'm sure generic explanations as to why there are delays could be made too!
If I don't get a reply or receive the product soon then I will have to create a charge back on my credit card and get my money back as it is unacceptable to pay for something and not receive the item or be updated on what was it happening with it, which is a shame as I was excited to receive the product.
January 12, 2022
Unprompted review
Reply from Pupnaps
Hi ABC,
I am so very sorry that your order has been affected by the current delays within the UK and that it has taken us a while to get back to you in regards to the status of your order. Currently we are overwhelmed with more enquiries than normal due to the larger volumes of orders this time of year. As a result we are sadly several business days behind in replying to emails.
You are also correct in that we are based in Australia, so there is the problem of the time difference, as the UK daytime falls during our overnight hours here in Australia.
I have passed your feedback onto upper management, as I agree that notifying anyone affected about this situation would be a great step to ensure everyone is on the same page.
After a number of enquiries into the delays the fulfilment centre we use has advised us that due to the size of our parcels, the courier companies are unable to carry as many as they usually would, due to the current truck shortages. Companies such as Yodel & Royal Mail are only able to get small trucks to come and pick up the orders and as such, have reduced their capacity by half. I am so very sorry we are only learning this information now.
I understand that this is frustrating but as Pupnaps is a small business this is something completely out of our hands. We are sadly at the mercy of these courier companies and the current shipping climate.
I would be happy to check in on your order and keep an eye on its progress so I can update you as necessary.
Unfortunately I have not been able to locate your order using the information provided. Can you please email us at support@pupnaps.com and title it "ATT: Ellie" so that it reaches me, and include your order details in the email?
I hope to hear from you soon,
-Ellie. x
The jury’s out on this one!
Ordered dog bed 08/12/21 and nothing has arrived yet. Have chased Pupnaps and receive the same generic automatic response as others have. Just want to know what’s going on - surely that’s not too much to ask? Probably best avoided until they get their act together and treat paying customers with the respect they deserve.
January 12, 2022
Unprompted review
Reply from Pupnaps
Hi Elizabeth,
I am so very sorry that your order has been affected by the current delays within the UK and that it has taken us a while to get back to you in regards to the status of your order. Currently we are overwhelmed with more enquiries than normal due to the larger volumes of orders this time of year.
After a number of enquiries into the delays the fulfilment centre we use has advised us that due to the size of our parcels, the courier companies are unable to carry as many as they usually would, due to the current truck shortages. Companies such as Yodel & Royal Mail are only able to get small trucks to come and pick up the orders and as such, have reduced their capacity by half. I am so very sorry we are only learning this information now.
I understand that this is frustrating but as Pupnaps is a small business this is something completely out of our hands. We are sadly at the mercy of these courier companies and the current shipping climate.
I would be happy to check in on your order and keep an eye on its progress so I can update you as necessary.
I will be in touch shortly with you to provide you with further information on the current situation and how it impacts your order.
Warm regards and speak soon!
-Ellie. x
BEWARE - DO NOT ORDER FROM PUPNAPS
Ordered Dog Bed on 21st December, states 2-8 days for delivery. Will not reply to emails only on facebook messenger and is the same response as others have had below. These are scammers, they have my £49.00 and I have requested a refund. They stated on 4th January that the order had been despatched well, on their website the order status is the item has not been picked yet! On Yodel the status is they are expecting the parcel from sender. There is no telephone number to call, and no one calls when requested, just facebook messages with the same drivel given to others, word by word. Blaming driver shortages in the UK!! They have not even picked the item for despatch yet on their own website, the order status is still 'checking'!!
Update - So after leaving this review I get an email along with the reply on here ... I have asked for a refund which this 'company' refuse to do as they say they have sent it out and it is in Swindon ... right, so why does it still state that it is still not been shipped on their own website and also why does it state with the delivery number for tracking that it has not arrived? Shortage on drivers of Royal Mail and Yodel? Funny that, I ordered similar dog beds from other companies the same day as I have a few dogs, they arrived no problem - the tracking number, the courier has not yet received the dogbed. And they refuse to refund but I can return it when I get it and once they receive it back they will give a refund? Do they not understand Consumer Contracts Regulation 2014 which is law and you can ask for a refund? I do not think this item will ever arrive and feel that I have been conned out of £49.00 and the amount of other complaints on here I have seen with the same issue, I am not the only one, next step is Trading Standards and 'Watchdog' to warn others not to purchase from this scamming company. If the item does not arrive by end of next week, this is the action I will be taking!
January 12, 2022
Unprompted review
Reply from Pupnaps
Hi Mark,
I am so very sorry that your order has been affected by the current delays within the UK and that it has taken us a while to get back to you in regards to the status of your order. Currently we are overwhelmed with more enquiries than normal due to the larger volumes of orders this time of year.
We are also based in Australia, so there is the problem of the time difference, as the UK daytime falls during our overnight hours here in Australia.
After a number of enquiries into the delays the fulfilment centre we use has advised us that due to the size of our parcels, the courier companies are unable to carry as many as they usually would, due to the current truck shortages. Companies such as Yodel & Royal Mail are only able to get small trucks to come and pick up the orders and as such, have reduced their capacity by half. I am so very sorry we are only learning this information now.
I understand that this is frustrating but as Pupnaps is a small business this is something completely out of our hands. We are sadly at the mercy of these courier companies and the current shipping climate.
I can see that my lovely colleague Taylor has replied to your email earlier today with some follow-up information and to assist you in how we may be able to arrange a refund, so I am glad to see we have now been in touch with you. However if you would like to speak with me directly, please feel free to attention your next email to myself, and I will be glad to assist you further.
Warm regards.
-Ellie. x
Had early problems with delivery of…
Had early problems with delivery of incorrect beds but all was rectified eventually in a very professional manner. I am extremely happy with Pupnaps service and more importantly, my dogs love the beds, which are totally washable.
January 12, 2022
Unprompted review
Reply from Pupnaps
Hi Merryl,
I'm so sorry regarding the initial failure to receive your correct order, but I'm glad we were able to get things sorted and your pups are loving their beds now that they have them safe and sound!
I will be passing on your kind feedback to our customer service team, too.
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
Can someone please respond to my emails…
Can someone please respond to my emails regarding when my dog bed will be dispatched. If I'd known it would have taken this long I would have ordered elsewhere. I await a reply to this review.
January 11, 2022
Unprompted review
Reply from Pupnaps
Hi Sarah,
I am so very sorry that your order has been affected by the current delays within the UK and that it has taken us a while to get back to you in regards to the status of your order. Currently we are overwhelmed with more enquiries than normal due to the larger volumes of orders this time of year.
We are also based in Australia, so there is the problem of the time difference, as the UK daytime falls during our overnight hours here in Australia.
After a number of enquiries into the delays the fulfilment centre we use has advised us that due to the size of our parcels, the courier companies are unable to carry as many as they usually would, due to the current truck shortages. Companies such as Yodel & Royal Mail are only able to get small trucks to come and pick up the orders and as such, have reduced their capacity by half. I am so very sorry we are only learning this information now.
I understand that this is frustrating but as Pupnaps is a small business this is something completely out of our hands. We are sadly at the mercy of these courier companies and the current shipping climate.
I would be happy to check in on your order and keep an eye on its progress so I can update you as necessary.
I will be in touch shortly to start this process.
Warm regards,
-Ellie. x
Still haven't received dog bed.
As per previous feedback, no updates on the delivery of the bed which was ordered on the 26/12/21. Have been in touch with the company who are very polite and explained the delay is due to shortage of lorry drivers in UK etc. However not really good enough. Wouldn't mind but they've taken the funds already so have requested a refund so i can purchase a bed elsewhere.
**UPDATE 14/01/22**
Bed arrived this morning though didn't receive any emails or updates to say this was happening. Bed is great, very happy with it. Just a shame about the delivery. Probably won't order again from Pupnaps though.
January 11, 2022
Unprompted review
Reply from Pupnaps
Hi Abigail,
I am so very sorry that your order has been affected by the current delays within the UK and that it has taken us a while to get back to you in regards to the status of your order. Currently we are overwhelmed with more enquiries than normal due to the larger volumes of orders this time of year.
After a number of enquiries into the delays the fulfilment centre we use has advised us that due to the size of our parcels, the courier companies are unable to carry as many as they usually would, due to the current truck shortages.
Companies such as Yodel & Royal Mail are only able to get small trucks to come and pick up the orders and as such, have reduced their capacity by half. I am so very sorry we are only learning this information now.
I understand that this is frustrating but as Pupnaps is a small business this is something completely out of our hands. We are sadly at the mercy of these courier companies and the current shipping climate.
I would be happy to check in on your order and keep an eye on its progress so I can update you as necessary.
Unfortunately I have not been able to locate your order using the information provided. Can you please email us at support@pupnaps.com and title it "ATT: Ellie" so that it reaches me, and include your order details in the email?
I hope to hear from you soon,
-Ellie. x
Shocking Customer Service
As others have documented in below comments, I ordered from PupNaps on 27/12/21 and guess what I am still waiting for the product to be delivered.
Customer Service is absolutely shocking, no updated tracking info with Yodel & it's making my blood boil when email responses are returned stating "you have contacted us outside of business hours"🤬🤬
Quick to take payment but certainly do not deliver the goods!
January 10, 2022
Unprompted review
Reply from Pupnaps
Hi Mel,
I am so very sorry that your order has been affected by the current delays within the UK and that it has taken us a while to get back to you in regards to the status of your order. Currently we are overwhelmed with more enquiries than normal due to the larger volumes of orders this time of year.
We are also based in Australia, so there is the problem of the time difference, as the UK daytime falls during our overnight hours here in Australia.
I would be happy to check in on your order and keep an eye on its progress so I can update you as necessary.
Unfortunately I have not been able to locate your order using the information provided. Can you please email us at support@pupnaps.com and title it "ATT: Ellie" so that it reaches me, and include your order details in the email?
I hope to hear from you soon,
-Ellie. x
I ordered a dog bed 24/12/21 but have…
I ordered a dog bed 24/12/21but have not received it, I had an email saying it had been shipped but Hermes have not received it, I have emailed Pupnaps a few times but am not getting any reply just an automated one, each time saying it’s outside office hours, even though I’m messaging them during the day, please can someone get back to me
January 10, 2022
Unprompted review
Reply from Pupnaps
Hi Karen,
I am so very sorry that your order has been affected by the current delays within the UK and that it has taken us a while to get back to you in regards to the status of your order. Currently we are overwhelmed with more enquiries than normal due to the larger volumes of orders this time of year.
We are also based in Australia, so there is the problem of the time difference, as the UK daytime falls during our overnight hours here in Australia.
I can confirm that your order has been shipped, it just appears that the tracking has not updated as yet, so we will be looking into this for you.
I will be checking into your enquiry and getting in touch with you soon.
Warm regards and speak soon,
-Ellie. x
Thrilled!
After the initial issue of not receiving the item (Hermes fault, not Pupnaps), I finally received the Large Navy Calming Bed for my rescue dog. Instantly he went to it and clearly loves it.
Pupnaps are quick to respond to emails and finally found a solution.
I am thrilled with the bed!
January 9, 2022
Unprompted review
Reply from Pupnaps
Hi F Agostini,
I'm so sorry regarding the initial failure to receive your parcel, but I'm glad we were able to get things sorted and your rescue pup now has and loves his Pupnaps bed!
I will be passing on your kind feedback to our customer service team, and I'm so happy you're thrilled with the bed.
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
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