Ms S.
*Absolutely unacceptable*
*Absolutely unacceptable* - horrendous failings in communication, timelines and refund processes Placed an order for a car seat for our Cocker Spaniel puppy on Thursday 16th April. Received no tracking information or update to say that the order had been shipped. On 7th and 12th of May I chased Customer Service to get some information or at least an update on our order. On 14th May, received a response saying that our order had been delayed (with no updated estimated date of delivery). Given that we had purchase the car seat for a specific journey, we requested a refund on May 14th. On May 16th, FunnyFuzzy acknowledged our refund request and stated that the refund was being processed. We were told to expect our refund to appear in our account within 1-3 business days. On May 25th, still no refund had appeared and I chased FunnyFuzzy requesting an update on our refund. 28th May, FunnyFuzzy simply responded saying that the refund was being processed, asking for my patience and saying that it could take a few more business days. I chased *again* on 31 May as still no refund had been received. On June 3rd, FunnyFuzzy responded saying that the refund was still being processed and again, asking for my continued patience. They also stated that they were unable to provide any additional documentation relating to the refund, aside from telling me that it's in process. I chase them again on 12th June demanding my refund and have yet to have a response. This is absolutely shambolic service from a company. I have been patient, but this is utterly unacceptable. From an order placed in April, to now be in June with no item and no refund is disgusting.
Response from FUNNYFUZZYAug 12, 2026
Thank you for taking the time to share your feedback, and we sincerely apologise for the frustration and inconvenience caused by the delay with your order and refund. We understand your concerns and would like the opportunity to look into this matter further. As we have been unable to locate the order based on the information currently available to us, we have sent a request through Trustpilot asking for your order number so that we can investigate this directly. Alternatively, please contact our customer service team at [email protected] with your order details. We are committed to looking into your case and assisting you as quickly as possible. We’re sorry again for the experience you’ve had and appreciate your cooperation.