“We ordered a cooling coat and non spill bowl that were both allegedly in stock on 28.06.2020. Money was taken that same day. Heard nothing and then when the company was contacted they said it was not in stock and assured me that they were having a delivery on the 07.07.2020 and they would contact us then to update. Heard nothing and today checked their website that is still saying items in stock and if you want delivery by 14.07.2020 order within the next 2 hours. It is also £15 more expensive than when I ordered which is interesting! I called and spoke to a woman who gave me the same scripted response as last time. Will be in stock tomorrow and we will call you, etc. I explained that they had charged me for the items over two weeks ago, did not call me when they should have and are still advertising the items as in stock on their website which is misleading and wrong. I have asked for an immediate refund and hopefully this will be actioned as soon as possible. This company was recommended to me by someone at our agility club. sadly, in my opinion they are letting people down and I will not be using them in the future and will feed back to the group as we always do regarding good and poor services or companies to deal with. (edit - I have just gone back to the website and they have changed the item to not in stock now).”
“Ordered a simple dog basket to match my crate had left it a week then called to see what Is happening With it and miraculously the bed has just arrived with them today !!!!! Will
not offer to let me have a Saturday Delivery which I find appalling the customers services really lets this company down . I will not order from these again really unimpressed .”
“We ordered the grey spot crate cushion and bumper before our puppy arrived in early May and were told five days delivery - when it didn’t arrive after four weeks we called in the first week of and were told it was being hand made and would be here the following week- it still hasn’t arrived it is early July - contacted last week electronically asking for a refund - called today as no refund no goods not open on a Saturday- surely they should have a system for checking orders which haven’t been sent and contacting customers. Our pup is 13 weeks now!”
“I recently purchased the Good Boy Floating Rubber Ball On a Rope And the KONG Patches Cordz Kangaroo for my 6 month old puppy and I am really disappointed with the quality of the items. She has managed to chew both ears off The kangaroo within 24 hours and chewed through the rope on the ball on a rope toy. I just expect more durability from these toys as they are designed for dogs after all. The delivery of the items from Lords & Labradors was very quick though so definitely no complaints there.”
“I received the White Wooden Puppy Play Pen from a separate retailer, although it was sent directly from Lords and Labradors. When it arrived it had clearly been opened and put up before. Fixtures were missing and it was covered in scratches and marks. While arranging it to be sent back, Lords and Labradors told the retailer that I had purchased it from, that they were now out of stock. Then later on that same day, they said that they had 3 new play pens and I would receive one the next day. Then a few hours later they changed again and said that all they had were play pens that were “seconds” and I could have a 25% discount. I think it is very clear judging by the used state in which the first plan pen came that I had already been sent a “second” and charged full price.”
“Hugely disappointed with the total lack of customer service. Placed an online order over a month ago and am still waiting for part of the order to arrive. Emailed twice for advice on delivery and got a very weak response blaming delays and promising imminent arrival - nothing. Emailed yet again, only to be ignored. Now raising a dispute with credit card company to get my money back - AVOID !!!!!”
“Ordered a few things for a new puppy on Tuesday, delivered by courier the following day. Fabulous service and goods ordered were as expected, very high quality. Thank you.”
“I also have been left very disappointed by this company. I ordered a dog collar which was delivered very quickly. However it was a different one to the photo on the website and has no fastening catch, making it pretty useless. I phoned to ask for the right one to be sent and was cut off. I emailed and after several days have heard nothing. Pretty poor show. If they want to run a successful business customer service is very important especially on the internet. The virus situation is a red herring, plenty of other companies have managed very well”
“I ordered a parcel on the 26th of May. Still yet to have it delivered, rang on Friday and was told it would be delivered by Monday or today but just received a email to say it has only just been dispatched. I understand the circumstances from the current pandemic but when there are other reviews being left days ago saying that they have had fast delivery it is very frustrating! Especially when you're spending near to £200. I also sent off 2 different emails and have no reply!!! I feel so disappointed.. Such a shame as the products are lovely.”
“I had high hopes for this company as majority of the reviews are amazing. I purchased a dog crate that arrived damaged which I believe was due to shipping and not the company. However the I have emailed and verbally spoken to customer services about this to which they reassured me this will be rectified before the arrival of our new puppy. Still no confirmation about this despite chasing up on email again and Facebook. I am now left with a broken crate and no reassurance from the company. Same with exchanging a product no confirmation if this has been dealt with.”
“Avoid. Placed my order on 31/05/20 it is now 12/06/20 and I have not yet received my order!
Order confirmation email states that they are trying to keep their next day delivery promise but some orders are taking up to 5 days. Fair enough. On 08/06/20 after hearing nothing I emailed to find out where my order was, auto email response says due to high volume it’s taking up to 48 hours to respond. Waited 48 hours, nothing. Went onto website to use online chat function, no response. Sent offline message, waited another 24 hours, no response. Sent message on FB messenger, auto reply said up to 24 hours for response. It’s been 24 hours, still nothing. Appalling customer service.”
“Easy to use website and fast delivery. My Springer adores her new toys and are withstanding the heavy chomping she's giving them. Will not hesitate to use this company again as the toys are very good quality.”
“I have been emailing and trying to find out shipping and delivery status for several days and have not received any response. I just need to know when. We already have our puppies.”
“I think this business is run by con men - avoid like the plague
Spent £164 on a crate & 2 beds a month ago
The crate arrived but despite being chased and an initial insincere response no sign of the beds - effectively took our money under false pretences”
“Honestly, I am disappointed. I searched far and wide for the perfect crate set for our long awaited puppy. I do still think the sets that L&L offer are beautiful, and you really can't find anything else like it, but I just wish my experience had matched the hefty price tag.
The bumper we received had an awful musty, mouldy smell. There was no plastic/protective wrapping on either this item or the cushion.
I had to wash the bumper cover, and stuck to the advice online of washing 30 and below - but it shrank. This means the insides hardly fit and cause the entire thing to become mishapen and not fit the crate properly.
The cover also arrived crease, not ready to use and with a dirty mark on it (photo attached).
The goods are fine, and they will work, but certainly not worth the £300+ I paid for them in the condition that they came.”
“Ordered some dog cupcakes for my chihuahua’s birthday last minute as had been let down said on website order by 12 for next day delivery paid £3.99 delivery and weren’t even dispatched the next day so had to ring for a refund and found the website very misleading won’t be using again.”
