Urban Pup - www.UrbanPup.com Reviews - www.urbanpup.com

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★★☆☆☆
1.8 / 5
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Latest Reviews

★☆☆☆☆

“Buyer Beware”

Written on: 21/02/2021 by Miss-Led (1 review written)

Purchased a carrier and was disappointed with the quality. Followed instructions for the return. The return postage was more than the value of the carrier so I called the company from my local postage office. A person from Urban Pup stated, "Rest assured, we will reimburse you for the carrier and all of your return postage". Shockingly, they did not. Reimbursed me for the carrier minus their postage! When I called, an unprofessional employee stated no employee would tell me that and there was… Read Full Review

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★☆☆☆☆

“Do not Buy from them EVER”

Written on: 06/03/2018 by 39Roberts (1 review written)

This company is not honest and does not even attempt to be. We ordered a Rain Coat for our pup that does not fit. We returned it to their post office box as requested after paying our own postage and customs duties to the tune of $32.00 to have it returned. Our post office said when it arrived at their box in England they were sent 3 notifications that the item was their and they never picked it up and it was subsequently returned to us 2 days ago as unclaimed. I had sent them an email two… Read Full Review

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★☆☆☆☆

“Appalling lack of service ”

Written on: 02/01/2018 by Ricktheblue (1 review written)

Ordered two expensive items of clothing for Christmas presents at the end of November only to find on Christmas Day that they were sized way too small. Emailed customer service and received the stock reply referring me to their returns policy which states that the item must be returned unopened and within 14 days. Emailed back politely pointing out the absurdity of both conditions at Christmas and have yet to receive a reply. My advice is not to buy from them and I will seek redress through… Read Full Review

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★☆☆☆☆

“DO NOT PURCHASE FROM URBAN PUP”

Written on: 31/03/2017 by HateUrbanPup (1 review written)

Customer service-non existent. They do not respond to emails. They do not answer the phone. I ordered a number of products however when the order eventually turned up (3weeks later) it was missing one of the items I purchased. Several emails were sent however I got no reply. I tried calling their number (international from Australia) but never any answer. The other sad fact was they sent me a customer satisfaction survey. Would have loved to complete it but my order STILL hadn't arrived, so I… Read Full Review

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Chesterbaby's Response to HateUrbanPup's Review

Written on: 14/04/2017

Agree totally sent them emails and phone calls no reply load of rubbish.

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★☆☆☆☆

“Ignorant”

Written on: 28/02/2017

Rude emails from staff are backed up by ignorant responses from the Managing Director. Don't grace them with your business… Read Full Review

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★☆☆☆☆

“Worst customer service coming from the top down”

Written on: 26/02/2017 by YvetteKelly (1 review written)

I received a marketing email from Urban pup last week Feb '17 which was advertising a 'luxury fur lined harness'..I initially thought it was real fur which I am against so I responded to the email 'Oh God no, not real fur! :( ' I got a rude email back from a staff member which said: Of course it's not real fur, look at the description for God's sake. Where can you get real fur for £20. I thought this was an incredibly rude way to respond to a customer so I rang them the next day and the… Read Full Review

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★★★★★

“Unbelievable Quality & Delivery Speed”

Written on: 20/12/2016 by Genesini (1 review written)

I am shocked at the negative reviews posted here. I ordered a luxury fur harness yesterday at around midday, I got an email an hour later to say it'd been dispatched, and it arrived this morning (busiest time of year) at 10am. The harness was very well made, the right size (I used their recommendations size wise for a Bichon) and exceeded my expectations quality wise. The same harness was £9 dearer on another website. I also ordered the matching lead, which again was good quality and a good… Read Full Review

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★☆☆☆☆

“Canadians, their web site is an outright lie w.r.t. Canada”

Written on: 29/09/2016 by Saigei169 (1 review written)

Their web site has a special tab for Canadians shopping, even promising free shipping over $120. I ordered an item, and two days later, after I was charged, I got an email my order was cancelled because "their courier does not deliver to your region". I live in Toronto! Do you know of a courier who delivers to Canada, but not to Toronto? Neither do I. I made five calls to the UK, have been promised a reply every time, no reply, and no refund either until now. I do almost all of my shopping… Read Full Review

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★☆☆☆☆

“ AVOID AT ALL COSTS!!”

Written on: 05/07/2016 by 11121996 (1 review written)

I made an unfortunate mistake of purchasing from this retailer. 35 days later and I am still waiting for my order!! Customer service is not even bothering to reply to any of my emails, calls or facebook! I was forced to launch a refund procedure through pypal (luckily my card didn't work when I tried to make the payment directly through their website, otherwise I would have no chance of ever getting a refund either). Whilst they do have some cute things for sale, if you google the name of the… Read Full Review

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★☆☆☆☆

“Appalling”

Written on: 07/05/2016

Urban pup puts other rubbish company's to a all new level sevice is a big no no 2weeks just to get a reply and that was for one order but they just don't care what you say to them complaining is waste of time never never buy from urban pup… Read Full Review

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★★★★★

“Fantastic ”

Written on: 05/03/2016 by Richards356 (1 review written)

I bought a personalised dog collar from Urban Pup and the quality was fantastic, packaged beautifully and arrived really quickly. Would use again, and recommend to anyone. I have previously had dog collars with dimontes and they fall out, but I have not had this problem with the Urban Pup collar. 10 out of 10… Read Full Review

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★☆☆☆☆

“Terrible service”

Written on: 25/02/2016 by Doglover808 (1 review written)

These guys are terrible, I purchased a sweater from my pup from there and even though they charges £3.50 for delivery it took AGES to get here via Yodel (who I despise at the best of times). The customer service is non existent and you can buy the same items from Cara Mia Dogwear cheaper and with free delivery, I only wish I had found them before purchasing from UrbanPup… Read Full Review

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★☆☆☆☆

“DON'tT BOTHER BYING ANY PRODUCTS FROM THEM!”

Written on: 07/02/2016 by pqMelton469 (1 review written)

I have bought two products recently in two separate occasions and the sizes did not fit my dog. The size chart they have does not much sizes in the real world. I have emailed them a few times and left a couple of messages and still have not sent me a return form. Very poor customer service. My advice is think about twice before you buying any products from them as you will waste your money… Read Full Review

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★★★★★

“Fabulous exchange and customer service ”

Written on: 25/12/2015 by QuintonGuthrie (1 review written)

I purchased a camouflage collar from them which several gems fell out of. I then contacted them and they offered to replace the collar or send an alternative. I asked for a collar and lead set. It arrived today and it's fabulous and I didn't have to pay the difference. HIGHLY RECOMMENDED!! Thanks again… Read Full Review

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★☆☆☆☆

“Aggressive and rude customer service”

Written on: 09/12/2015 by HonestReviewerTwitterUK (1 review written)

After purchasing 4 sweatshirts from Urban Pup for my puppies birthdays, I proudly popped them on to show them off. Unfortunately they either got both legs stuck in one leg or ended up hopping around. Which was very dangerous as two fell over yelping at the same time. I mentioned this the advisor who's obviously not taken a Customer Service course in his life! And received an very rude reply. Many of the items that they sell are lovely, especially the jumpers but the coats and sweatshirts… Read Full Review

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★☆☆☆☆

“Very unhelpful poor service”

Written on: 27/10/2015 by Shaner8 (1 review written)

Purchased a dog collar, colour worn from leather & diamantes fell out after a few uses. Spoke to someone after emails being ignored, he was very rude, refused to look at the collar because I had owned it for too long & then threatened to sue me if I put any comments on social media. Steer well clear of this company!… Read Full Review

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★☆☆☆☆

“Terrible - do not use”

Written on: 11/08/2015 by AJ1236 (1 review written)

Still waiting on my package two weeks later. Appalling customer service - won't respond over the phone - so have to wait for them to respond to me for an email. Still no apology or explanation of where my package is. Don't use this company!… Read Full Review

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★☆☆☆☆

“wish I could give them 0 stars”

Written on: 10/01/2015 by Cobbnq485 (1 review written)

RUDEST, MOST INCONSIDERATE, STAFF I HAVE EVER EVER EVERY TRIED TO WORK WITH - I PAID EXTRA FOR FAST DELIVERY (4 DAYS) AND A TRACKING NUMBER, THEY UPLOADED A FAKE TRACKING NUMBER AND I STILL HAVEN'T RECEIVED MY PRODUCT 2 WEEKS LATER. WHEN I ASKED ABOUT IT I GOT THE MOST INSULTING EMAIL FROM THEIR STAFF. IF FINALLY HAD TO TURN IT IN TO PAYPAL FOR A REFUND - BUYER BEWARE - PLEASE, I DON'T WRITE REVIEWS UNLESS THEY'RE IMPORTANT...PLEASE FOR YOUR SAKE - NO MATTER HOW CUTE THE PRODUCT IS DON'T BUY… Read Full Review

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★★★★★

“Impressed”

Written on: 03/12/2014 by Joycevz455 (1 review written)

I bought two personalized collars, a harness and a glitz and glamour shampoo. I'm in Australia and received my package within the two week estimate, a little bit pricey but over all good quality. I did send an email without a reply so they're obviously not great with responding… Read Full Review

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★★★★★

“Impressed”

Written on: 02/12/2014 by AngelSanchez (1 review written)

I was freaking out after reading the reviews on this website because I had already placed an order with Urbanpup but I'm glad to say I'm happy with everything I received and it came within the two week estimate I was given (I'm located in Australia). The tracking number they had provided didn't work as I hadn't chosen a postal service that came with one which I thought was silly of them to provide one at all. They replied to the email I had sent them within 24 hours although my sister in law… Read Full Review

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