Joe I.
DON’T BE FOOLED! - SCAM COMPANY!!!
DON’T fall for this SCAM like so many of us sadly have. I bought £100 worth of cat toys as like many, my furry friend is so important to me. I made my purchase on the 22nd June, and it’s the 6th July, and I still have no products. I’ve been tracking my parcel for over a week (heads up, they don’t send from America like they make out, it’s all sent from China), which is laughable as the reason I bought what I did was because it said it was to avoid the American Tariffs so the items I bought would no longer be made as they couldn’t handle the cars cost. Clear rubbish as it’s being shipped from China, not USA. When tracking my package, it says it’s been ‘returned to sender’ as apparently there was some issue, but of course, Marlene’s Pet Shop hasn’t told me anything. Thankfully I use the Shop App and that’s where I’ve found this out. I’ve contacted the company on the email address multiple times, no response. I’ve even tried their readings email, again, no response even though everything on the website states they will reply in 12-24 hours to make it right. It’s all lies, and it’s clearly a false item drip company, taking money, then not sending goods. I genuinely regret not looking into them now, and will have to no go through the hassle of claiming a Charge Back with my Credit Card company (heads up, under their terms is says you invalidate yours rights if you do this, but I’m left with no choice as they won’t answer my many requests for a refund via email). Please don’t be fooled by this company. Read the many many reviews from those of us that have been conned and are fighting back against them. The better reviews have clearly been paid for, or are people working for them. They aren’t genuine, so don’t be fooled. The 2.8 rating is what you should be looking at. I just wish I could rate them a Zero. I’ll update this if I end up getting some generic reply like most do, but I very much doubt I will.
Response from MarlenespetshopFeb 17, 2026
Hi Joe, I know this reply comes much later than it should, but I still wanted to properly respond. After looking back through everything, I can see Sarah did get back to you on July 7th once the courier confirmed the parcel had been lost, and your refund was processed the same evening as requested. I’m really glad we were at least able to return your payment quickly once we had that confirmation. That said, the silence before that understandably caused a lot of frustration. Waiting days without clarity — especially when tracking showed “returned to sender” — would test anyone’s patience. We should have communicated sooner while we were chasing the carrier, and I’m sorry that delay led you to feel ignored. Losing a parcel is never acceptable, and neither is making a customer feel like they have to fight to be heard. While the order didn’t work out, we truly appreciate that you gave us a try in the first place. If you’d ever consider shopping with us again, we’d genuinely welcome the opportunity to give you a much smoother experience next time. Wishing you and your kitty all the best. With Paws and Smiles, Marlene’s Pet Shop Team 🐱