Ordered 2 bed 45 DAYS AGO I have finally received one but not the second one. I am now getting no reply from customer services. I ORDERED TWO BEDS AT THE SAME TIME. WHY HAVE I ONLY R... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
We just recently purchased the ramp for our dog Milly She is 121/2 years old so she could access our bed. She has struggled with it as she found it slippery so we have had to add some wooden dowel... See more
Company replied
Update on previous review. Received bed a couple of weeks back, great quality and our dog loves it! Washes well too. Would recommend! Although now resolved, our criticism is getting the email from pu... See more
Company replied
Super customer service, fantastic product. My dogs love their cozy donut beds. Fluffy, snuggly, thick cushions and best of all, the only company I found that had removable covers for washing. One arri... See more
Company replied
3.3
Average
414 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Was so very happy to receive our pupnap…
Was so very happy to receive our pupnap today our dog Molly was so happy & contented in it delivery so very quick also
4 February 2022
Unprompted review
Reply from Pupnaps
Hi Debra,
I am so thrilled to hear that you and your pup Molly are so happy with your bed! That is lovely and I'm so glad it arrived so quickly for you.
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
Great customer service and quality product
Great customer service - professional and responsive- matches the quality of the product. I purchased a calming bed and it works! Our dog loves it and it is so well designed and made - easy to wash and dry and one year later still going strong! I just ordered a spare cover for that new fluffiness but not really necessary. We couldn’t be happier!
4 February 2022
Unprompted review
Reply from Pupnaps
Hi Jen,
I am thrilled to hear you're happy with the customer service and the quality of the bed you received! We're so happy your dog is loving it and you're having such a great experience.
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
Gus loves his new bed
Gus loves his new bed. A very happy boy, thank you
3 February 2022
Unprompted review
Reply from Pupnaps
Hi Jacinta,
We're thrilled to hear that Gus is loving his bed so far! A good boy deserves a good snooze. It's great to hear he is happy!
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
The best sleeps he's ever had
Easy to order, super fast delivery, well packaged and a bed my dog loves. I think he's having the best sleeps he's ever had. Super soft, the perfect size and great quality.
2 February 2022
Unprompted review
Reply from Pupnaps
Hi Eva,
I am so glad to hear that your dog loves his bed so far, and that you found the whole experience so easy and are happy with the size and quality! That means the world to us.
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
We got there in the end! :-)
I ordered 2 beds on 26th December 2021, only 1 was initially delivered, it took a bit of time for Pupnaps to pick up my emails, but once they did all went well, Alex and Jasmine were both involved and the response from them was excellent. My order is now complete and I'm really pleased with the quality of the beds.
31 January 2022
Unprompted review
Reply from Pupnaps
Hi Nicola,
I am so sorry for the initial delay but so very happy to hear that everything reached you safe and sound and that you're happy with the quality of your beds! I will be sure to pass on your kind words to our customer service team, too.
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
After a delay with Yodel I finally got…
After a delay with Yodel I finally got my parcel and my pup loves his new bed. Cannot fault pupnaps at all I got worried seeing the negative reviews on here about deliveries not turning up so I reached out to pupnaps on Facebook with 24 hours I had a response I was reassured that my parcel was delayed due to yodel so I contacted yodel and it all got sorted. Customer service with pupnaps were 10/10
30 January 2022
Unprompted review
Reply from Pupnaps
Hi Kerise,
I am so sorry for the initial delay but so very happy to hear that everything reached you safe and sound and that your pup loves his new bed so far! I will be sure to pass on your kind words to our customer service team, too.
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
I wish I had read the reviews first
I wish I had read the reviews first! As with many others I ordered my £49 dog bed over 2 weeks ago now and still waiting. This is the response I got from my first email chasing delivery:
I have investigated your order and I am so sorry to inform you that it experienced a rare technical issue and was therefore left unfulfilled!
I have now fixed the issue and have contacted the fulfilment centre, requesting your order be prioritized.
Clearly an out and out lie given the responses I have read here.
Just put something on your website warning of delays in delivery times instead of taking the money and fobbing people off.
Will never use again or recommend.
27 January 2022
Unprompted review
Reply from Pupnaps
Hi Michelle,
I am so sorry to hear about the delays with your order and the technical issue that prevented it from being sent to our fulfilment team.
I've checked in on your order and can confirm that unfortunately due to a technical error in the system that syncs up the orders between our shop and the fulfilment team, it was never fully submitted to be packed by our team, which my lovely colleague did end up fixing.
I can see that your order has since been picked, assigned a tracking number, and dispatched for the courier to collect, so it does look to be making progress now, but I will be checking in on your order and keeping you updated along the way to ensure you have the latest updates, Michelle.
Speak soon,
-Ellie. x
Calming furniture protector
Great value with the discount, excellent quality, lots of sizes, zip off cover for easy washing, waterproof & so so soft & calming. My 7 yr old Staffy X Miley loves it! I need another one for my car. 😍🐶
27 January 2022
Unprompted review
Reply from Pupnaps
Hi Leeanne,
We are so happy to hear that you've had so much success with our Furniture Protector and that it's been so easy to use and convenient for you and for Miley!
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
Tried to cancel my order as made a…
Tried to cancel my order as made a mistake , received an automated email back with instructions of what to do should I wish to cancel. I followed instructions and was told they would attempt to stop my order. Now I’ve received an email to say it’s been dispatched 🙄 , but when I check the tracking info it’s clear it hasn’t. I don’t understand why it’s so difficult and would save everybody a lot of time and energy if they could just sort it out. Putting a review on here seems to be the only way to get any form of response 🙏 customer service really needs sorting out
Just to update , Ellie from customer services is now dealing with my issue and will update the review to reflect this 😊
26 January 2022
Unprompted review
Reply from Pupnaps
Hi Ruth,
I'm so sorry to hear that your order has been sent to our fulfilment team already and that it is therefore too late to cancel the order. We do try to get orders dispatched as fast as possible, though I of course understand in this case it has caused an inconvenience to yourself.
I'll be in touch shortly to provide some options on how we can get this sorted out for you.
Warm regards and speak soon,
-Ellie. x
Hands free leash
I bought the hands free leash and it is a really great product. I have a large male greyhound who is over 35kg and the leash is nice and thick and sturdy. I really like that it stretches to give extra length and the placement of the handle if needed is in a great position.
26 January 2022
Unprompted review
Reply from Pupnaps
Hi Marthaleene,
We're so glad you're happy with the hands-free leash! For larger dogs it really can help make walks more convenient, so we're happy that this has worked out well for you and your lovely long dog!
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
Amazing customer service and products
Amazing customer service and products. I have purchased in total four beds, a spare cover and a ramp for my dogs. They all have disabilities and the beds and ramp have been fantastic is keeping them calm as well as able to move independently onto and off the couch.
26 January 2022
Unprompted review
Reply from Pupnaps
Hi Lorraine,
Wow, thank you for such fantastic feedback! We are thrilled to hear that so many of our different products have worked out so well for your dogs and for your household. That's absolutely made my day to hear.
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
Great dog bed
Our anxious dog loves his new bed. It’s great quality and is cosy and warm. The shape means he can bury his nose or legs into the folds, which he finds comforting. He has a variety of places to sleep, and this is the one he turns to most.
25 January 2022
Unprompted review
Reply from Pupnaps
Hi Kate,
I'm so glad to hear that our bed has been able to help relieve your pup of some of his anxiety, as well as keep him comfortable and warm. All dogs deserve to feel safe and loved at all times, especially when sleeping!
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
We love all our products
We love all our products, we have bought a calm bed, couch protector and a pup ramp.
All products excellent quality, good prices and the company are fantastic communicators.
25 January 2022
Unprompted review
Reply from Pupnaps
Hi Sue,
Wow, we really appreciate your great feedback, and are so thrilled to hear how happy you are for everything! We hope your furry family loves everything just as much as you do.
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
The dog bed is great
The dog bed is great. Easy to wash. Well made. Our Dog loves it
25 January 2022
Unprompted review
Reply from Pupnaps
Hi Claudine,
I'm so glad that you're happy with the quality of our dog beds, and that you find it easy to wash. Most of all, we're thrilled to hear your dog loves it too!
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
Bad communication
I ordered a bed on 17th January and still have not received it (now 24th Jan). I have looked on the tracking and according to that it still has not even been checked let alone left the warehouse. I have emailed the company twice for updates and have not even had a reply. If I had know it was going to take this long then I would have ordered elsewhere.
24 January 2022
Unprompted review
Reply from Pupnaps
Hi Sarah,
I am so very sorry that your order has been affected by the current delays within the UK.
After a number of enquiries into the delays the fulfilment centre we use has advised us that due to the size of our parcels, the courier companies are unable to carry as many as they usually would, due to the current truck shortages. Companies such as Yodel & Royal Mail are only able to get small trucks to come and pick up the orders and as such, have reduced their capacity by half.
Orders that are taking longer than usual are still being collected by the courier and will indeed be sent out successfully and have their tracking updated, but until such time as the order is collected by the courier from our many orders awaiting collection, the tracking will not update until then,
I would be happy to check in on your order and keep an eye on its progress so I can update you as necessary.
I have taken over your enquiry and will reach back out to you once we have an update on your order, Sarah.
Warm regards and speak soon,
-Ellie. x
I made an order on the 6th January
I made an order on the 6th January, nothing noted on the website about courier issues at the time. It was "shipped" on the 13th January and was eventually delivered on Saturday 22nd January by Yodel. My problem isn't the bed, it's very good quality and I'm pretty happy with it hence the 2 stars rather than 1. The lack of communication about the courier issues has left a sour taste and I wouldn't be likely to order from here again. My bigger issue was Yodel. I thought ordering the bed at the beginning of January would mean it would arrive before being away for a weekend. Unfortunately it was due for delivery on the weekend we were away. I had no option to reschedule before it went out for delivery and I couldn't specify any safe place. Yodel "delivered" my package on Saturday morning, and by delivered I don't mean they asked a neighbour if they could take it in for us, they dumped it on the doorstep and left it there. If it hadn't been for a lovely neighbour who noticed we weren't in, it would probably have ended up being stolen as it was there for the world to see. Absolutely disgusting service from Yodel and this is the other big reason I would not buy from pupnaps again. If you think it's ok to use your couriers as an excuse for slow delivery, and that it's ok for them to then leave £50 worth of goods on the doorstep, you're going to lose a lot of customers. Maybe you need to rethink your courier service as Yodel won't do much for your reputation.
23 January 2022
Unprompted review
Reply from Pupnaps
Hi Vicky,
I am so very sorry that your order has been affected by the current delays within the UK and that we were not initially aware of the issues that were occurring with YODEL couriers.
After a number of enquiries into the delays the fulfilment centre we use has advised us that due to the size of our parcels, the courier companies are unable to carry as many as they usually would, due to the current truck shortages. Companies such as Yodel & Royal Mail are only able to get small trucks to come and pick up the orders and as such, have reduced their capacity by half, meaning orders were going out much slower than normal.
I am glad that your order did arrive recently however I am so sorry that it was delivered while you were away to an unsecured location. That is incredibly disappointing and I will be passing feedback along to the couriers for hopeful improvement moving forward. I am so thankful for your neighbour's kind action!
If you end up needing anything further, please email us at support@pupnaps.com and title it "ATT: Ellie" so that it reaches me, and include your order details in the email, and I will be glad to assist.
Warm regards,
-Ellie. x
Fantastic
Fantastic. Could not ask for more. I ordered two pet beds on 14th January. I emailed Pupnaps on Wednesday for an update (18th January) because I hadn’t heard anything about dispatch. They replied first thing on Thursday morning to say they had now dispatched the pet beds and they arrived today Saturday 21st. The beds look fab - soft and fluffy - as described and better than I had imagined. Thank you Pupnaps - the pugs are delighted and so am I.
22 January 2022
Unprompted review
Reply from Pupnaps
Hi Roberta,
I'm so glad that you're happy with the quality of our dog beds, and that your pugs are happy with them too!
Thanks so much for sharing, and for your support!
Warm regards,
-Ellie. x
My first bed ordered was 1st of jan and…
My first bed ordered was 1st of jan and received by the 6th of jan, being extremely pleased with the bed I ordered another ( gutted I missed out on the discount) , I’m still waiting for the bed, I’m disappointed with the automated email response.
37689 Is my order and tracking is given but yodel still don’t have the product, red says it’s left warehouse !! How can that be when yodel not collected parcel, my advise to you is use Hermes, they obviously give you better service.
If you see this Pupnaps please use a different for my parcel as I want it now asap, you shouldn’t of took the money that quickly if you can’t provide the goods asap ….
20 January 2022
Unprompted review
Reply from Pupnaps
Hi Annette,
I am so very sorry that your order has been affected by the current delays within the UK.
As you have been advised by my colleague, after a number of enquiries into the delays the fulfilment centre we use has advised us that due to the size of our parcels, the courier companies are unable to carry as many as they usually would, due to the current truck shortages. Companies such as Yodel & Royal Mail are only able to get small trucks to come and pick up the orders and as such, have reduced their capacity by half. I am so very sorry we are only learning this information recently.
Orders that are taking longer than usual are still being collected by the courier and will indeed be sent out successfully and have their tracking updated, but until such time as the order is collected by the courier from our many orders awaiting collection, the tracking will not update until then.
I would be happy to check in on your order and keep an eye on its progress so I can update you as necessary.
I will therefore be getting in touch with you shortly to start that process and take over your enquiry.
Speak soon,
-Ellie. x
Disgusting customer service
Disgusting customer service. 3 weeks of waiting now and still no delivery. I’ve emailed and messaged on Facebook and been told both times it’s the couriers fault. Finally got a shipment email a week ago but tracking still showing as the courier is waiting for it. Now not getting replies from customer service.
19 January 2022
Unprompted review
Reply from Pupnaps
Hi Sarah,
I am so very sorry that your order has been affected by the current delays within the UK. I am sorry to hear you may not have been receiving our replies - I can see one of my colleagues replied to you on 12 January and followed up this past Monday with another email, so I hope that you received these, otherwise I would recommend checking your junk or spam mail.
After a number of enquiries into the delays the fulfilment centre we use has advised us that due to the size of our parcels, the courier companies are unable to carry as many as they usually would, due to the current truck shortages. Companies such as Yodel & Royal Mail are only able to get small trucks to come and pick up the orders and as such, have reduced their capacity by half. I am so very sorry we are only learning this information recently.
I understand that this is frustrating but as Pupnaps is a small business this is something completely out of our hands. We are sadly at the mercy of these courier companies and the current shipping climate.
Orders that are taking longer than usual are still being collected by the courier and will indeed be sent out successfully and have their tracking updated, but until such time as the order is collected by the courier from our many orders awaiting collection, the tracking will not update until then,
I would be happy to check in on your order and keep an eye on its progress so I can update you as necessary.
I will therefore be getting in touch with you shortly to start that process and take over your enquiry.
Speak soon,
-Ellie. x
I am extremely disappointed
I am extremely disappointed. I see there's similar issue with everyone's orders as well.
I have now sent countless of query email. I HAVE NOT received a single response back. its been 2 weeks and all I see is item has not left the warehouse.
Where is our product? It wasnt cheap either. I think you need to sort out the customer service department. send us an update if there has been an issue with courier company. us as a consumers are being affected because of this.
you will soon have very bad ratings if this continues for a month.
17 January 2022
Unprompted review
Reply from Pupnaps
Hi Pratikcha,
I am so very sorry that your order has been affected by the current delays within the UK and that it has taken us a while to get back to you in regards to the status of your order. Currently we are overwhelmed with more enquiries than normal due to the larger volumes of orders this time of year.
After a number of enquiries into the delays the fulfilment centre we use has advised us that due to the size of our parcels, the courier companies are unable to carry as many as they usually would, due to the current truck shortages. Companies such as Yodel & Royal Mail are only able to get small trucks to come and pick up the orders and as such, have reduced their capacity by half. I am so very sorry we are only learning this information recently.
Orders that are taking longer than usual are still being collected by the courier and will indeed be sent out successfully and have their tracking updated, but until such time as the order is collected by the courier from our many orders awaiting collection, the tracking will not update until then,
I can see that one of my lovely colleagues replied to your email earlier today, so I hope the information we have been able to provide has clarified the reason for these issues, though I am so very sorry for the inconvenience.
I am glad to see they are now assisting you, however if you would like to chat with me directly, please attention your next reply "To Ellie" so it will be forwarded onto me.
Warm regards,
-Ellie. x
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.