Urban Pup - www.UrbanPup.com

I bought an item for my pet poodle shich when arrived it was far too small. However checked size guide on the website prior to purchasing.

I then contacted Urban pups and spoke to a female who advised she would send me a returns lable.This never arrived, I then contacted her again and she said she cannot get hold of the dept i need and ensured someonw will csll me back. This happened agsin on 2 others occassions but no phkne call.

I then decided to sent the item back recoded delivery which was now out of the timescale of a full refund (what a suprise)

I then recieved a partial refund to my disgused.

This company rips people off znd ties to make out that they sre providing a good service. The female was rude and unsupportive she had no intension of providing a returns label or anyone to contact me by phone. This is all a blag and companies like this should not be allowed to trade.I contacted trading standards who advised to return the item by recorded drlivery.

Plesse dont buy from here.

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 no employee with the name I gave. I continued to call to speak with the co-owner, who would never return my call. With each call, the receptionist had the same female voice. When asked her name, each time I was given a different name! In my opinion, this company is unprofessional and severly lacking in ethics. Take my advice and take your money elsewhere.

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 weeks ago along with the tracking number to the package and they said they had traced it to a postal station and they never went down and picked it up. And I believe they had no intention of ever refunding our money.

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 the small claims court

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 couldn't. They will happily take your money but will not assist with any customer service. I strongly suggest if you are an international customer you DO NOT purchase from this company.

Rude emails from staff are backed up by ignorant responses from the Managing Director.

Don't grace them with your business

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 receptionist said they'd get a manager to call me. They never did. So I wrote my complaint on their Facebook page. This was deleted and then they blocked me from the page! That infuriated me even more (and I was totally perplexed to this behaviour making the matter worse).

I then found out the MD, so I emailed him as I thought he should know what was going on with his staff. He was just as bad, he emailed me back to say they had been getting abuse from lots of people because of the ad and ask his staff to ignore complaints and block on FB. Then he said my 'one liner' and use of 'exclamation mark' couldn't be expected to be taken seriously. So he was making excuses for his staff's rudeness. I wrote back and told him I thought he was being very unprofessional. He then wrote back and said 'Self important self indulgence nonsense. Don't contact me again'.

That's how he treats customers and how he handles a situation.. making it worse.. dreadful.

Don't deal with these people.

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 length.

I was delighted with my purchase and would recommend without hesitation 

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 online, but I have never seen anything like this, ever!

Too bad zero stars is not an option.

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 item in most cases you can find it on sale from other retailers. Unfortunately I have only stumbled upon these reviews after I made the purchase. Please do not make the same mistake as me.