Name: PetsPyjamas
Address: 81, Leonard Street, London, 81, Leonard Street, London, London Borough of Hackney
Rating: 4.67

“Very disappointing as the 10% cancellation charge plus a wait of over a month for a refund was totally unexpected”

Helpful Report

Posted 1 year ago

“Booked through Pets Pyjamas but unfortunately had to cancel. Told we would get the deposit back minus 10% admin which I agreed to. Told the contract is, refund could take up to 28 days but usually less time. It has now been 7 weeks and we are still waiting. Sent numerous emails with no response and phoned several time, leaving a message on the answer phone Asking for them to ring back but again no response. I am feeling very frustrated as they can take money off you straight away but won’t give you the refund back and ignores any correspondence. I thought 28 days was excessive having to wait but 7 weeks with no response is unacceptable. Please do not use this company as they are definitely unprofessional.”

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Posted 1 year ago

“Booking site very easy to use and looks great. But when you have to contact the organisation by telephone they don’t return calls. Email they answer, but haven’t understood the request, when try to clarify they don’t bother emailing back.”

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Posted 1 year ago

“Rudeness and calls cut and took months to reply to formal complaint to get little explanation or help or apology just told they have issues with phone lines and that’s that. Asked to escalate this and actually investigate and Latrice Drackett says back she is the manager and the ‘tickets closed’ I can see why this company is getting so many bad reviews. Under staffed and rude and loosing bookings as people can’t actually use the system or phone in!”

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Posted 1 year ago

“Please accept a suggestion for your website that you don't advertise dogs go free to entice people to book if they are going to be given a room in the car park! We didn't use our stay and left the same day. We were so disappointed using your company for the first time! And treating ourselves to a weekend away to get through mothers day having recently lost my mum. The Golden Fleece at Thirsk left something to be desired? We arrived around 1pm and were told that we couldn't check in until 3pm we didn't mind and said we would have some lunch only to be told that the chef had closed the kitchen because they were very busy and very unhelpfully we were told they were the only place that accepted dogs inside! We ate a sandwich in the market square until it started to rain and decided go for a car ride. We arrived back at 4:30 to be given a room off the car park which was cold, small, miserable and dirty. The windows in both the bathroom and bedroom had been left open probably because it smelled like someone had been smoking in it. We close the window in the bedroom, and looked to warm the room up, the radiator was obviously broken as there was a fan heater and mobile oil radiator in the room.! I believe that the decor was attempting to be shabby chic but it was just shabby! The bathroom and toilet were dirty. We have always said that our measure of standards is never to accept less than we have at home and the same goes for our dog. So we cancelled the meals we had booked and waited to see the receptionist who was doubling as a waitress and handed our keys back and said we were leaving. She did ask why? And stated she was sorry and would raise the issue with housekeeping!! Pets PJ'S, I would suggest you check out your hotels properly and charge for dogs instead of offering dogs go free and that way customers get what they expect and what they see in the photographs on the website. Going home for a clean warm house, bed and bathroom for us and our dog was worth having to lose £280.00. We won't be recommending or using it again! We have booked direct with hotels that take dog/s and have never felt like we were 2nd clas, however we've always paid for our dog, which we would happily do to ensure some standards and feel as relevant as customers without a dog. Very very disappointing.!”

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Posted 1 year ago

“Well firstly it was a nightmare booking with yourselves, 1st well couldn't use the vouchers so had to contact you direct and you had to book it for us, that was the 1st mistake, while walking around on our day of arrival we received a email and phone call say we had no where to stay due to a fault your end with the booking system so we were unable yo stay at the Thomas lord,and you were moving us to another place to stay called the running horse or we could counsel and come home, we were not whiling to lose out as we were on holiday so had to take the new booking, this turned out to be 22 miles away and 40 minutes drive from the original destination, we chose the Thomas Lord as it was close to friends were wanted to see but not we were 40 minutes further away were unable to meet up with them in the evenings,”

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Posted 1 year ago

“More of what I read about this company - paid 3 months in advance and then discovered almost no difference in price when booking an extra night directly and forced to double pay on departure because on petspyjamas' own admission, likely the maney we paid so far in advance hadn't been sent through to the hotel by the time we arrived. Poor service form customer service with calls and emails not responded to and bizarre claims when trying to move a claim on, such as 'accounts department has no phones'... Had to resort to starting a section 75 claim to get money back.”

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Posted 2 years ago

“An absolute nightmare. Never again would I book with you never ever”

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Posted 2 years ago

“Disappointing. This company has an online payment process. Takes minutes for your payment to go through. Cancel and they advise 28 days to refund you. In an electronic age we are in I find it unbelievable that any company can take 28 days to refund you. Even large companies bigger than this lot refund in days. 2 weeks down the line it looks like they will stretch the process out. Won’t be using them again. Beware if you cancel the they take 28 working days to process a refund . Nearly 6 weeks ! Another scam to hold onto your money ! Find a more reputable company to book with. This company are just crooks !”

Helpful Report

Posted 2 years ago

“Disappointing. This company has an online payment process. Takes minutes for your payment to go through. Cancel and they advise 28 days to refund you. In an electronic age we are in I find it unbelievable that any company can take 28 days to refund you. Even large companies bigger than this lot refund in days. 2 weeks down the line it looks like they will stretch the process out. Won’t be using them again. Beware if you cancel the they take 28 working days to process a refund . Nearly 6 weeks ! Another scam to hold onto your money ! Find a more reputable company to book with. This company are just crooks !”

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Posted 2 years ago

“Poor customer experience during booking. Beware of price hikes and them confirming your booking and taking your money before you have sorted out your issues with them. Would not use again.”

Helpful Report

Posted 2 years ago

“Disappointing. This company has an online payment process. Takes minutes for your payment to go through. Cancel and they advise 28 days to refund you. In an electronic age we are in I find it unbelievable that any company can take 28 days to refund you. Even large companies bigger than this lot refund in days. 2 weeks down the line it looks like they will stretch the process out. Won’t be using them again.”

Helpful Report

Posted 2 years ago

“Was an awful experience having told everyone I was going to posh hotel in countryside: Already not well I required a nice quiet break : looking at the rooms on the advert looked beautiful: But my room although clean was very basic and downstairs next to car park area and so noisy : I arrived a little tried as I’m disabled and tried to settle the bed very comfortable but the noise from traffic when I opened window lorries and cars on the busy road was unbelievable noise so I closed the window: Lying on bed to sleep a while around 3pm for an hour was impossible above me someone was dragging something across the floor in upstairs room I was thinking must be staff dragging cleaning equipment it was none stop : so I got up and went outside for a short walk : Again dangerous near the road huge lorries racing past me : So I returned to my room and saw a man staff I was thinking and told him about the noise he said he had slept in this room no problem from noise Well it continued the noise from upstairs and traffic I hardly slept: I packed my car next morning and checked out after disappointing breakfast as well : I asked for a refund and was told it would follow. Arrived home far worse than when I went : tried and exhausted from no sleep The staff were nice and friendly But I found out the room I had the staff do in fact use and also that their own chef had complained about the noise also : Apparently a couple were falling out and continually dragging furniture and shouting at each other So I feel that I should have been offered a full discount really”

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Posted 2 years ago

“Very disappointing. My very first booking and they made a mistake with the accommodation. Reading between the lines, they'd offered me something at a lower rate than it should be. Trying to find alternative accommodation, they offered us a first floor apartment, which as we have a dog, wasn't what we were looking for, and it was more expensive. Then finally, something which was another 55 minutes drive and nothing like what we were looking for! I know mistakes happen, but this was frustrating as a first time customer. I had already paid the deposit, and they had the audacity to say they wouldn't charge me a fee for returning it! It would be unlikely that we book with PetsPyjamas in the future, which is a shame.”

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Posted 2 years ago

“I’m sorry to say I am feeling quite cross Because when I was booking my special surprise for my husband I stayed quite clearly that I wanted a ground floor room I was sent an email saying that there was one ground floor room available so booked and paid in full Then today received an email saying that the hotel could not guarantee a ground floor room Now I am about to call and cancel and get my money back”

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Posted 2 years ago

“We booked a hotel and it was confirmed sounded great all very exciting. Then we revive a message stating it wasn’t available a second place was found not as the first but it was an option we agreed the booking at this point we have paid £299 from our account. I have checked the alternative booking and it is for 1 person not 2 and only one pet not the 2 whom we passed names and sizes over when registering. I thought this was going to be our go to pet holiday firm but not feeling confident now. Can I please have contact tomorrow . Thankyou Maggie”

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Posted 2 years ago

“someone greasy dog jumped up on my table and eat all my sausage and mash. i do love mysen a good sausage and im never visiting you wallies”

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Posted 2 years ago

“Confirmed hotel booking & gave us reference number then rang us to cancel, what a great service, NOT!! Because of the so called ‘confirmed booking’ we had already booked another hotel on the way to this & now we have been hung out to dry with nowhere to stay!! Be warned don’t use this company!!”

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Posted 2 years ago

“Really poor experience. Was dealing with a lady via text and email who was super helpful, when called up, got someone who wasn’t helpful at all and couldn’t find the enquiry. Paid and thought the break was booked only to find out it hadn’t as hotel was not available.”

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Posted 2 years ago

“Absolutely gutted! Had a booking for it to be taken away next day!”

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Posted 2 years ago

Dear Anna , I will be sure to pass your feedback on, and we’ll work on improving our customer experience in order to meet your expectations in the future. Thank you for taking the time out of your day to leave us a review! I hope we can make things right and this won’t deter you from booking with us again in the future! Very Best Wishes, Charlie from PetsPyjamas 🐾

Posted 2 years ago

Shipping & Delivery
Delivery Methods	Courier
On-time Delivery	97%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

PetsPyjamas Reviews