“3 1/2 weeks ago I ordered a pet bed and I have not received it yet. I never received a confirmation of any type, however, they immediately took the money out of my bank account. I have no way of getting a hold of them and I do not have any order number since they did not confirm. I guess there is still hope that I might get it but it already seems shady.”
“I wish I had seen the previous reviews before buying from Cozy Pet. I cannot emphasise how difficult it is to get them to repair/replace broken items. I ordered a dog kennel, which arrived with a broken part. The part is one of the load bearing planks. They accepted liability and offered a 15% discount (about £20). However, I explained that I needed a working kennel and that I could not order a replacement part for £20. They then starting arguing about their profit margin and how they cannot afford to replace. I informed them of my consumer rights but it took very long. They argued about everything, including the fact that they "are not supposed to know the law" (yes, they are). They argued that they only had to pay return postage up to about £8 (this is particularly absurd given that they charge £15 for postage), that I had to wait around all day on a weekday for their courier to collect, that they needed to receive the damaged part back before sending a new one in order to make sure that I do not steal it if they send me a new one first. It became increasingly frustrating. So far it has taken 2 weeks since I wrote to them the first time, with daily e-mails and a phone call. I have booked the return courier and bought the return packaging and will claim it back, but seeing how this is going I am afraid I will have to make a legal claim against them in order to get my money back.
If any of the people below is reading this, please be aware that you have an unqualified right to return the item and be reimbursed in full (including return postage) if it arrived damaged. There is also a presumption that, if the item breaks within the first 6 months, it was faulty at delivery and they have to prove the contrary.”
“Still awaiting delivery of, paid for , Chicken run despite three promised delivery days. I have wasted two working days in anticipation.
DHL insist no address given by Cozypet!
Not impressed especially as Cozypet are offering ‘free’ express delivery.”
“My rabbit hutch arrived with a missing piece which was part of the roof,and another piece duplicated. I cannot complete building it. I have emailed several times and it heard anything back. I have tried ringing and there is never any answer.wish I'd seen the reviews before buying”
“I purchased one of these beds before Christmas 2021. Paid in full. Never received the item and have had no communication with this company after multiple emails sent to them. Beware do not buy from this company! You will not get the item you purchase. Well over $100 lost!!”
“If I could give this "company" Zero stars I would! Ordered the cozy pet bed on July 2, 2021. Nothing has arrived. Have cameras in 8 locations of my home and property. No UPS, FED-EX appeared on my screen. I have no order number, tracking number..nothing. Contact the company via Facebook where I saw their ad and I'm told there's no order by name, address or email address. Needless to say...I got scammed and no offers of refund, replacement etc. I'm furious not with just this so called business but with myself for not checking reviews first! Had I done so, I would have never bought from these scam artists. I hope the scandalous owner chokes on the money they've stolen from ppl who love and want the best for their pets.”
“Absolutely awful - complete rip off. Ordered an expensive dog bed for my German Shepherd following their size guide. Nearly 3 weeks later a tatty rag big enough for a reasonable sized cat arrived at my door with stitching coming undone already. Contacted them, offered 50% or I return at my expense and see if they agree it is substandard!!! Tried to contact since - nothing!!! Do not deal - total rip off merchants!!!!!”
“Awful customer service. My play pen came in a damaged box & the metal all warped. So much so I had to send it to my dad to straighten it out & when contacted them, they was soooo rude even with photos, done absolutely nothing about it!! Will never buy from them again. Seems reading reviews I’m not the only one with this experience!! I understand the damage most likely caused by the delivery company but still no apology or compensation when I know they can claim back damage caused by a courier!!”
“Awful customer service! Imagine sending out faulty products and then replying to a customer like this!? Absolutely embarrassing.
I wouldn’t want to buy from a company who responds to customers like this. Avoid like the plague.”
“WARNING... I want to make people aware not to purchase items from Cozy Pet UK.
Foolishly I purchased a rabbit hutch from Cozy Pet for £74.99 and paid £9.99 delivery for the 24hr service, i also ordered before 12pm on the 8th June.
The item arrived 3 days late!!
It also arrived damaged and faulty in a undamaged box.
The top has a big hole in the top and nearly in 2 pieces so rain etc will just enter and rott it. The same with the back the water will get in and the rabbit will obviously chew right through.
I contacted cozy pet immediately via email, i heard nothing and left it several days before attempting again.
After several attempts I looked for a contact number.. to find the number to be disconnected and apparently there office is relocating.
I then tried contacting them via Facebook to be ignored still.
Take note the reveiws will also back up my claims I just wish i had read them before buying anything 🤦🏻♀️”
“Ordered a cat tree that broke after less than a month. When contacting them they replied with "oh well. Your cats broke it." and outright refuse to refund or replace. Absolutely awful customer service. Avoid at all costs!”
“I bought a heavy duty dog play pen in October 2018, which included a base tray. The cage bars were bent in transit, but my husband straightened them, however the base was broken on delivery, the base is very flimsy and although it arrived in a box the plastic wasn't wrapped and the corner was broken and unusable due to the jagged edges. I contacted Cozy Pet who were very helpful and offered a replacement base or 10% discount, I advised I had chosen this pen specifically because it came with a base. I have sent almost weekly emails and phoned this company to be told the base tray is due in 'this week' and they repeatedly offer me discount or a faux sheepskin bed instead of the base tray! I have repeatedly told them I do not want a bed or a discount. I have been told I can return the item in an unused condition (I told them I would use the pen until the replacement tray arrived) or I would be charged for used goods or opened package. I am so frustrated with this company, I have been repeatedly promised a replacement and it is now 18th December and they tell me again today that they are waiting for new base trays. If I return the item I have to pay the courier costs. I initially thought this product was great and would have ordered a smaller size pen for my younger dog, but having had such bad customer service I am looking elsewhere for a second cage. As previously stated the base is very flimsy I have reservations that if a replacement is ever sent that it will arrive undamaged. Very frustrated with this company and their product, which is a shame as it could have been good!”
“Awful SCAM!!! Don’t get sucked in like I was for cozy pet beds. Never arrived and no responses to my multiple emails. Disputing with my bank now. What a headache.”
“Over two months ago I ordered a bed from this company and still have not received it but, I got charged it. I tried to reach out to the company and couldn't get a hold of anyone or find them on Instagram again. Total scam and stole my money!
So upset and disappointed!!!! DO NOT BUY ANYTHING FROM THIS COMPANY!”
