We are incredibly grateful that you took the time out to share your feedback with Lilly & Max. Customer satisfaction is our top priority and we are thrilled that you enjoyed your experience – it means the world to our entire team!Please notice: Shipping delay may happen occasionally, especially during the current situation. We will make our best effort to help you out of any problems you have during the transaction.
Lilly & Max (lillyandmax.com) has 54 customer reviews on Five Star Index, with an average rating of 3.4 out of 5.
Also known as
lillyandmax.com
Website
lillyandmax.com
Category
Pet Stores
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 69% of reviews.
Latest
Most recent review: August 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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The Doglemi Soft & Comfortable Dog Cone is awesome. Our German Sheppard has been getting treated for allergies for five years. Unfortunately when he breaks out, he likes to kiss that specific spot. We have tried many different cones and bodysuits, and all have failed in one way or another. With this product, he can easily eat and drink water and turn his head not feeling constrained to space of heat around his head. This product is amazing. Highly recommended and make sure you get the right size that’s important. It works great. Definitely recommend Lilly & Max. James
MK
Madeline K.
Nothing but positive things to say
Nothing but positive things to say. It has been a pleasant experience all the way and the heavy duty dog crate was spot on for the money.
Response from Lilly & MaxApr 3, 2026
Hello Madeline,
We appreciate you sharing your positive experience with our high-quality product. Thank you for taking the time to leave us a review!
Best Regards,
Lilly & Max
AN
Alexander N.
Our dog came from surgery
Our dog came from surgery and the vet given cone was very uncomfortable so had to get a new one and they did a great job with it. Very happy with the service.
Response from Lilly & MaxApr 3, 2026
Hello Alexander,
We appreciate your positive feedback and are glad to hear our cone made things more comfortable during recovery, that really means a lot to us. It’s always our goal to provide both a better product and a smooth experience, so your kind words truly made our day. Thank you for your review!
All the best,
Lilly & Max
SS
San S.
High quality dog crate!
I had been looking for a crate for my dog to comfortably stay in while guests were visiting for Thanksgiving. This crate is not only high quality but the customer service is Excellent!! Shipping was very fast. These days you dont really experience customer service at this level.
Response from Lilly & MaxDec 10, 2025
Hello San,
We're thrilled to hear that the crate worked perfectly for your dog during the holidays and that the quality and comfort met your expectations.
Your kind words about our customer service mean a lot to our team. Thank you again for choosing us!
Best Regards,
Lilly & Max
SQ
Sheila Q.
Great customer service!
I ordered a size large dog cone and it was too small. When I reached out to ask how to return and exchange for a larger size, they said to donate the large one and they would send me the bigger size at no charge! Great customer service!
LO
Lovelive
Lilly&Max is an all out amazing company…
Lilly&Max is an all out amazing company with high quality pet products and top notch customer service.
Product: I ordered the 51” XXL Heavy Duty Indoor Dog Kennel, and it is worth every cent!! No regrets other than I should have bought it sooner. Indestructible! It rolls around on wheels, no heavy lifting ;) It has a “roof top door” for quick access to your babies. We have 2 Classic American Bullies approximately 60-65lbs., and rest assured - neither can break in or out. Lylah actually loves the kennel and retreats there for peace.
Customer Service: We needed replacement mats for the kennel because they arrived with cracks in the corner, they replaced them quickly. Turn around time from the 1st email to the new mats arriving was a week.
KE
Kelly E.
Revised…
Update: very pleased with what started off a bit rocky. Assembly was a bit challenging due to pieces not clearly marked but we managed. However, when I tell you this thing is amazing, I mean it is absolutely amazing. And my dog loves it! Thank you for great customer service and way to turn a review all the way around.
Can I get the right pieces for assembly of this kennel? No customer phone number, support email address came back undeliverable. I did submit a request on the website. Order# 21697 for reference. Once this issue is resolved I will edit my review accordingly.
Response from Lilly & MaxJul 13, 2025
Hi Kelly,
We’re very sorry for the delay and the frustration this has caused. Our team has reviewed your request, and a customer support representative has already reached out directly to assist you with the missing parts for Order #21697.
We’re committed to making this right and appreciate your patience.
Thank you again for bringing this to our attention, and we look forward to resolving the issue promptly.
Warm regards,
Lilly & Max
MI
MichelleT
Add delivery insurance or require signature
I was browsing the web and found this site with great reviews on products and customer service, I placed the order and quickly received a confirmation. Days later I was notified that package was delivered, but the package was not at my home. I contacted customer service, quick replies, but not much of a resolution. No insurance on packages of high value , and they DO NOT REQUIRE any type of signature! I was told they could not do much for me but offer me a portion of a refund, or sell my the crate AGAIN with a small discount. My advice, nowadays with all the porch pirates, opt for the 12 extra dollars to require a signature, not sure if the site even offers the option, but that’s what I was told. I would have paid the extra 12 dollars to ensure my delivery. I can’t really review the crate, never received it, but still paid for it. I hope everyone else doesn’t have this issue. Customer service was polite , but not much of a resolution was given, they would rather the customer take the loss then adding a 12 dollar option to require signature on high value packages
Response from Lilly & MaxMay 29, 2025
Hello Michelle,
Thank you for your feedback.
We're truly sorry to hear about your experience. However, we believe this review doesn’t fully reflect the level of care and support we provided throughout this difficult situation.
After you contacted us, you confirmed that the door shown in FedEx’s delivery photo was indeed yours. Based on that confirmation, we proceeded accordingly. You also provided a police report, and we greatly appreciated your effort.
We offered to send you a new replacement at one-third of your payment—a significant discount we extended to help resolve the matter fairly, but you requested a partial refund instead. Despite the delivery being marked as complete by the carrier, we still issued you a partial refund covering half of your payment.
Regarding signature confirmation: We don’t require it by default on large packages because we’ve only had two lost or stolen delivery cases prior to this. Adding a signature requirement to every order would increase shipping costs for all customers, which we’ve tried to avoid. That said, we understand your concern and are actively reviewing how we handle high-value shipments going forward.
As a small business, we strive to support our customers in every way we can. While stolen packages are frustrating, we did our best to work with you, even though the loss occurred after successful delivery was confirmed by the carrier.
We hope this helps provide some clarity, and we also hope you might reconsider your rating based on the full scope of the support and resolution we offered.
Warm regards,
Lilly & Max
