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Starwood Pet Travel Reviews

4.9 Rating 3,966 Reviews

98 %

of reviewers recommend Starwood Pet Travel

Company Reviews

4.9

Based on 3,966 reviews


Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	98%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

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Starwood Pet Travel 5 star review on 14th December 2022

576

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“My pet was delivered with poop on her and in the crate I had to bathe her the second she arrived instead of enjoying the experience of my new puppy. This is totally not acceptable. Not the best way to start your relationship with your new puppy”

(Heather Wojcik) - Posted 1 year ago

“The puppy arrived on time however she was covered in Feces urine and vomit. The driver didn't take any time to clean her up before delivery. Communicating with the driver was impossible because she didn't speak English. It would have been nice if she was able to tell us what supplies, papers etc she was delivering.”

(Guadalupe Martinez) - Posted 1 year ago

“While the communication aspect was great and the arrival of my puppy was timely, the conditions he arrived in were very poor. He was healthy which is great, but when I ask Irvin (the courier) when the last time Milo had peed/pooped, he said that he did so on the way to the apartment but that the pee pad had been changed. Much to my surprise, immediately after Irvin left and I was inspecting the documents, food attached to the crate and the crate itself, I saw that the pee pad had in fact NOT been changed to the point where there was dry pee all over it and a large amount of dried poop. Now having spent 5 days with my 4.3 pound puppy, I know that that amount of poop was not from one time pooping, it must've been an accumulation which makes me wonder how long he had been sitting in his own poop and pee for.”

(Irv Paneto) - Posted 1 year ago

“just a added expense for a 2nd middle "person". better and cheaper shipping the dog with an airline.”

(Stefanie Knapp) - Posted 1 year ago

“Had no idea how to get to my residence and delayed delivery by 45 mi s with me on the line guiding her”

(Amanda Lugo) - Posted 1 year ago

“I was expecting a vehicle as pictured online, but a station wagon blaring loud music pulled up instead. The dog was absolute filled and had to be bathed immediately. I wouldn’t recommend this company to anyone who loves their pet.”

(Carol McCormick) - Posted 2 years ago

“I was happy with the timing of the drop off but it seemed like the puppy had been sitting in throw up and was almost drugged. I was lifting his head and paws for hours after he was dropped off and he did. not move. I have pictures and videos.”

Posted 2 years ago

“Driver was lovely BUT this puppy was 8th to be delivered In my mind that’s animal cruelty He was in a plane at 3 am St Louis time So it was an hour ot 2 later here. The puppy got to my house at 5 pm He had caked on feces I had to ckean”

Posted 2 years ago

Sorry that you were disappointed with your puppy's travel on Saturday. We pride ourselves on the exceptional care we provide from the moment we receive your puppy at the airport in New Jersey until delivering it into your arms. Please know that one of our expert handlers took care of your puppy upon arrival, giving your pup some TLC, food, water, cleaning and a break from travel before getting on the road. Due to your location outside of the city, your puppy was not the first to be delivered, but was well within the delivery window we provided via our telephone conversation with you on Friday. Please be assured that our drivers stop multiple times along the way to do wellness, water and cleaning checks for your puppy while in transit. This ensures your pet's care and comfort along the way, even if it adds a little time to the final leg of their journey home to you.

Posted 2 years ago

“The driver was polite; however my puppy was soaked in sweat and obviously overheated as well as lethargic.”

Posted 2 years ago

“He was very nice but drove down my dirt road my dog threw up and was hand to me shaking...no one drives down the road faster then 5 miles an hour just for future”

Posted 3 years ago

We are sorry that your experience was not a 5 star one.We take pride in our customer service, which is why we tried to reach out a few different ways to speak with you personally. It is rare we receive such a low rating and we are always looking for ways to improve. Our driver did tell us that he informed you of the puppy getting sick. We always want our new puppy parents to fully understand the journey. With the recent heavy rains our driver mentioned your dirt road had lots of puddles due to weather, so he was extremely cautious incase the puddles were pot holes. We hope that your new addition is blending into their “furever” home!

Posted 3 years ago

“Puppy spot gave me delivery information that was far different from actual delivery. I didnt get a call the night before arrival confirming delivery detail, i called the next morning to find out whats going on and was told they tried calling me but were unable to get through. Told me the driver would call an hour before delivery, again no calls and they showed u at thr front door and ruined the surprise. Driver was nice but said she had a bad number? PuppySpot had all the correct information. Obviously disappointed the plans to surprise my daughter fell apart. Told 1:30 delivery and showed up without notification around 3:30.”

Posted 3 years ago

We are so sorry we couldn't help with the surprise. Those are certainly precious moments and our drivers are tremendous and experienced in pulling the surprise off. As the Last mile piece of your puppies journey we are limited to the information given . Looks like we did not have the correct phone number and we have reached out to the company that your purchased your puppy to let them know. Congratulations on your your new addition!

Posted 3 years ago

“I had confirmed the delivery of my new puppy three separate times with PuppySpot. Despite confirming a specific day and specific time I never received confirmation from My Pet Cab. On the day my new puppy was to arrive I got a call three hours earlier then scheduled saying they were 15 minutes away.”

Posted 3 years ago

Hi ,we take customer service to the extreme and would love to touch base with you on the overall experience to see where the disconnect occurred. We have sent you a private message with contact information. We cant control the communication piece from the company your purchased your puppy from but we are working with them on changing their app template to reduce confusion. As you can imagine for a journey from another part of the country a specific delivery window time would not be accurate. We do call and narrow it down to help you plan for your special arrival.

Posted 3 years ago

“While I was very happy that our puppy arrived safely, the process was very frustrating. We know that she landed at 8am and did not hear from anyone until after 11:40am. I think it’d be much better if the person made a phone call as soon as they receive the puppy/once the puppy lands to let the family receiving him/her know that the puppy is okay and what the plan is for delivering him/her. We tried calling the cab line and got an automated message with no way to speak to anyone or leave a message so had to just sit and wait until we finally got that call.”

Posted 3 years ago

Thank you for the feedback. We did have phone issues that morning that were eventually resolved. We have an extensive health check and cleanup process at the airport which also give the puppies a small travel break. We call the night before with a delivery window and your new family addition was delivered in that time frame. We show that a message was left on Tuesday night and we will review our process. Enjoy your new Fur baby!

Posted 3 years ago

“Rick and Jason were very uncaring. Truly in it for just the money. They admitted she was never let out of her crate even at the airport. She was put way back in the storage area of their car. She came to me hot, dehydrated, and covered with feces.”

Posted 3 years ago

We are so sorry to hear this was your experience. This has been raised to the highest level in our company and one of our managers will be in touch with you after they speak with the drivers. Thank you so much for letting us know this was your experience and we will work hard to make sure this doesn't happen to anyone else.

Posted 3 years ago

“The US part of the service is very poor. Excuses like a time difference to not get any updates about my dog's journey - that someting which is not acceptable at all. I don't care if someone in the states is going to sleep because someone else in Germany could send me an update. That's just one example of how horrible service quality you are providing in the States. Singapore's part of the service is excellent.”

Posted 4 years ago

“Minimal service for the cost. Agent should have been a liaison between me and the veterinarian doing the export paperwork. It was confusing. Not sure what I actually paid for but to walk the cat to the gate.”

Posted 4 years ago

“We had a quick timeline for our move under government orders. The sales rep was good, but once we were handed over to the operations person customer experience quickly devolved. I ended up doing most of the trouble shooting and coordination myself. Our Starwood rep even referred me to a Starwood competitor for assistance with a kennel issue. She also used bad language on the phone with me, and although she was timely with response, was extraordinarily unhelpful. I will not use or recommend Starwood again.”

Posted 4 years ago

Starwood Pet Travel is rated 4.9 based on 3,966 reviews