Muddypaws Reviews 390

Brilliant service, high quality. Ordered a lovely jacket for my dog and actually looked better than in the pictures.

Excellent customer service. I had a phone-call the day after I ordered a coat, apologising that the coat was no longer available and suggesting an alternative. It arrived the next morning and was perfect.

I have been very happy with the service I have received from this retailer - good products, good service and delivery 😊 and will purchase from them again.

Great service, very helpful, product arrived on time and was excellent. very helpful on the phone, would highly recommend

The products are top rate and well worth the money, delivery was very quick and well wrapped. I would highly recommend muddy paws to anyone as great value for money.

DO NOT GO NEAR THIS COMPANY - FRAUDULENT
I ordered goods in December, my money was taken and I have still not received the goods - it's 1 Feb. They do not answer the phone so I assume they are either about to go bust or will go bust soon if people finally stop ordering when goods are not sent out - DO NOT ORDER UNDER ANY CIRCUMSTANCES

I would give no stars if that were an option. I placed an order on 7 December and they took my money then (£85 for a dog basket). No goods ever received, and I cancelled my order 2 weeks ago, but despite emails and messages on voicemail I haven’t heard from them yet. Terrible service and I would never use them again after this.

I placed an order with Muddy Paws on 5th January 2018 and paid for same by Credit Card. On 23rd January the company advised they could not fulfil the order, cancelled same and said they would credit my card with the amount paid. Despite promises on 31st January my card has still not been credited with the refund - the company have therefore had use of my money for over 20 days !!!!!!! Is that good customer service???? Just to update my review - As of 14 February Muddy Paws have still not credited my card account despite several ( unanswered ) emails chasing same. I have had to resort to obtaining a claim via my credit card company who have been brilliant. Buyers Beware

Terrible service, non-existent customer communication.
I ordered two Waterproof dog coats on 17/12/17, with a quoted delivery time of 3-5 working days. They had not arrived by Fri 22nd so I phoned the company, but went straight through to an answering machine and left a message. I had no response to my message and on the 28th Dec I sent an email querying delivery - again no response. The following Tuesday 2nd Jan I sent another email chasing delivery - this time I got an automated response saying they would get back to me - they never did. After another week had gone by, I sent yet another, rather more critical, email and did get a telephone call from the owner who apologised for the delay citing delivery problems during the Christmas period, but assuring me that one of the coats would be delivered within a few days (it arrived on Fri 12th Jan) and the other would follow a few days later. Since then nothing - no contact, apology or explanation to explain why the additional delay.
I finally gave up and on the 28th Jan (six weeks after placing the order) emailed telling them to cancel the remainder of the order. Given the comments of the previous customers I am not holding my breath as to when I might receive a refund.
I think this is the worst service I have ever received from an online company, and I would advise anyone contemplating ordering from them to read these comments first and think very carefully before doing so.

My first experience with Muddy Paws in 2015 was great. Over the year I ordered two waterproof dog beds for delivery to France and they arrived very promptly. When my son and his wife were here at Christmas they really liked our dog beds so I ordered one for them on 30 Dec. 2017 for delivery to the UK. The website said bed was in stock and delivery would be 3-5 working days. It is now 26 January and still no dog bed. Each week after 30 Dec. I have called the shop to be told that they were out of stock, trouble with supplier, etc etc but that they would be receiving a shipment "next week for sure". I called yesterday, 25 Jan. to be told still no beds but they expect a shipment next Monday i.e. 29 Jan. I think they just lie to me each time I call. I hesitate to cancel the order as from other google reviews it looks like I will have a really hard time getting my money back. So I will wait, and wait. I intend to call the shop each week until I receive the bed. I and when this dog bed is sent out, it will be the last time I deal with this sit. I am very cross about the whole experience.

As others have said, the customer service is not good. I ordered a dog coat on 16dec, was meant as Christmas present. It didn't arrive before Christmas so I emailed but got no reply. Finally had dispatch email 9 January but still waited for another 8 days before item arrived. Totally unacceptable. Will not use again.

I've posted this because Muddy Paws asked for responses from longer term customers who've had experience of them in the past. I've just got off a call with the 'Director', Rupert - 'It's my company'. I think he's the owner, but it's clear that at least he seems to be prepared to 'take ownership', particularly of this issue. 'Issues with suppliers, they got taken over', so change suppliers or have alternatives was my response; 'just realised that one of our other suppliers also does the dog food you want, I'll get it out to you by the end of the week'; 'the beds you want should be with us within the next couple of weeks (the initial email from his company suggested end of Feb, 5 weeks away, hence I called?!)'. There seems to have been a certain amount of uncertainty at Muddy Paws over the past few weeks/months, and some considerable concern from other customers. Having said of all this, I'll be sticking with them, simply because they were fine for the first year or so and seem to be acutely aware that there are issues, they say they want to improve, it appears they've just had a hard time of it recently. I've also had issues with other suppliers in the past, pet products must be a challenging business! Benefit of the doubt this time, everyone deserves a second chance, however, very much on probation, MDB (Must Do Better)...

As with others reviewers I ordered goods which did not arrive within the indicated time scale. An email established the items were not in stock and would not be dispatched for at least three weeks so I cancelled and asked for a refund. Two months and several emails later still no refund. Wish I had thought of Muddypaws novel way of making money. Actually on reflection it's not novel - it's called theft or fraud. Don't go anywhere near this company is the only advise I can give. I am now pursuing via my credit card company.

I ordered a new coat for my growing Schnauzer before Christmas and the order was acknowledged but I didn't receive an item despatched e mail for a week. I emailed Muddy paws and received an reply promptly apologising for the delay, within 24 hrs I had my despatched e mail and the coat arrived within a day of this. Very happy with the service at what is a very busy time of year. The coat is exactly as advertised and was sold at a competent I've price. Thanks Muddy paws.

It seems I have fallen into the same trap... I order a coat and a collar light in early Jan but they never arrived. Tried calling several times but the number just goes straight to voicemail. I have subsequently cancelled my order after which I was told via email that my refund would be with me after 5 working days. This time has now elapsed and still no refund! Heed the warnings and don't purchase anything form them.

Its is the same issue as the other 39% of people that have complained on this site. I Ordered a coat in Nov last year waited 6 weeks very little communication and no coat delivered. I eventually cancelled the order they said 5 days to refund my money I am still waiting 2 weeks later they just pam you off and then ignore you. I have raised it with Trading Standards (TS). If you have the same issue with this company you should give TS a call (03454 04 05 06). They are very helpful and have opened a case. The way this company trades is certainly not to the UK standard ..Just sent to BBC watchdog.

Excellent service, slight delay with Xmas posting and although the jacket has been returned for a slightly longer length I have already been contacted to say they have it and it is on its way. Very happy with the service and customer care.

Fantastic customer support. I was helped through the process of buying the best jacket for my elderly dog for a trip into snowy mountains. I was not rushed and I bought the jacket recommended. My dear dog was so cosy in her hurtta extreme warmer that I rather envied her!
Thank you for your help, muddy paws guys

I have never had a problem with this company. One item arrived damaged one time and it was replaced very quickly and with no fuss. I don't order from them often but when I do I am happy with the service

I placed an or on 15th December which never arrived.
I called 2 weeks ago to cancel the order, asked for a refund, and still waiting!!
I tried several times to contact them, left a message as no-one seems to answer the phone
I have received ONE e-mail how I paid, nothing since.

I would NOT recommend this company