Marlenespetshop Reviews | Read Customer Reviews of marlenespetshop.com

Marlenespetshop Reviews | Read Customer Reviews of marlenespetshop.com

Marlenespetshop reviews

Showing 99 reviews with 1 star · Clear filters

Holly Y.
Jan 24, 2025
This is a total scam
This is a total scam. I ordered and thought ok, even if it doesn’t work they have the money back guarantee. I received a poor cardboard toy. Safe to say it was rubbish. I reached out to customer service who quite frankly don’t care. They told me essentially it’s my issue and the money back guarantee doesn’t apply to the full order value. Only half, and not postage. So for an item which cost me £32 they offered me less than 50% back. I tried to argue this and they had none of it. They advised I can send the item back for full refund but it’s in America which would cost more than I spent to send back and they don’t cover the delivery. Absolute joke. Do not order from them
Response from MarlenespetshopJan 30, 2025
Hi Holly, I am sorry to hear that! I checked our records and the last email is us sending you our local warehouse address so that you could return the product and we could issue 100% of the refund. The 50% offer is if you're interested in keeping the toy since it does take some time for cats to get used to new toys. I do see that our customer support team sent you the wrong warehouse address, we're so sorry about that. If you send me an email here [email protected] then I can clarify the situation since I think there's been a misunderstanding with our customer support team and your location.
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Amy S.
Jan 21, 2025
Not fast, not responsive
I ordered my items with fast shipping so that I could get it for a birthday, but after 10 days I still don't receive it. Its very sad that a company is not straight forward about their items. I hope to get the toys in the end, bu so far, terrible experience.
Response from MarlenespetshopJan 30, 2025
Hi Amy, I tried searching your name on our database of customers to understand what went wrong but I was unable to find anything remotely close. We're a rather small shop so it's easy to find! Would you mind sending me an email [email protected] so that I can look into the situation?
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Heidi M.
Jan 19, 2025
FRAUDULENT BUSINESS!!
Do not order from this company! This place is a scam. I place an order towards the end of December and still have not received the product!! I reached out to “Sarah”, only to get one reply from my multiple emails, giving me tracking information to a company that also seems to be a scam! Cannot track package with number given and good luck trying to get ahold of someone! I to am now left to take this up with my credit card since “Sarah” has disappeared and not responded to my last three emails!!!!
Response from MarlenespetshopJan 30, 2025
Hi Heidi, I am Sarah! Just wanted to respond here publicly even though we did chat over email. First of all, I do apologize for the delay of the order. We are a rather small shop and we went trending on Instagram over Christmas and because of the shipping delays during Christmas...your order was in fact late. We do apologize for that. Small businesses simply do not have the ability to respond to demand spikes as Walmart, etc. But I wanted to clear it up with everyone that you did get your package (it was late since it took 11 days to be delivered - instead of 3-5 days. We are sorry about this) and we are happy to refund you 100% if you'd like for our tardiness. Please send us an email at [email protected] and we'll make the situation right. At the end, you get to keep the toys and we can give you the money back! Again, we do appreciate you supporting small business but we simply cannot provide next day shipping like Amazon can - your package was late and it's unacceptable, we understand but I just wanted to respond in public to clear everything up. Thanks!
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Disappointed C.
Jan 17, 2025
You cannot trust this company
You cannot trust this company. Item doesn't get shipped and attempts to contact "customer service" fail as no one every writes back. Sham! * Updated after their "reply" to my review: While the reply sounds very well-intentioned and that this must all be some sort of misunderstanding, it is exactly the email they provide in their reply that has gone MONTHS without resolving the issue or even returning repeated emails. Don't be fooled. SCAM.
Response from MarlenespetshopMar 8, 2025
Hello, I’m really sorry to hear about the delay with your order and the inconvenience this has caused. We understand how frustrating this must be for you. Could you please share your order number with us so we can look into this and offer either a refund or a replacement? We want to ensure that you’re taken care of. For future inquiries, please feel free to reach out to our customer service team at [email protected]. We’re committed to resolving this as quickly as possible. Thank you for your patience, and we look forward to making things right. With Paws and Smiles, Marlene’s Pet Shop Team 😺
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Kaz
Jan 17, 2025
I ordered an item that never came and emails not answered
I ordered an item, paid for fast shipping and a week later still hadn't received the tracking number I was promised. Two weeks later I still had not received the shipment and the company stopped answering my emails. Unfortunately, this company cannot be trusted to deliver products that have been purchased. It is a shame as their site looked great. Please do not give them any more business.
Response from MarlenespetshopMar 8, 2025
Hello Kaz, I’m so sorry to hear about the delay with your order and the lack of communication you’ve experienced. This is certainly not the level of service we aim to provide, and we sincerely apologize for the inconvenience caused. Could you kindly provide your order number so that we can look into this further and process a refund for the shipping fee? We want to make things right for you. Again, we deeply regret the frustration this has caused and truly appreciate your feedback. We’re a small business and always working to improve, so your experience is invaluable to us. Looking forward to resolving this for you. With Paws and Smiles, Marlene’s Pet Shop Team 😺
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Parking.com C.
Jan 15, 2025
Dangerous for kittens! Don't waste your money
Don't waste your money with this company! They had a beautiful ad, kitties having so much fun with the Kitty Kurlz yet after receiving a fake tracking number, which showed that my order had arrived at my house (It didn't) I emailed them. I was told that they had lost my package in the warehouse, then a few days later I received a new tracking number and finally my tiny, useless product arrived. Two Kitty Kurlz attached together, for $38.48 is 10" wide and yes, it does stretch alittle, but then immediately back into a tight ball! I now have an expensive, cardboard bowl that my cats ignore! I fear that if I had kittens, they would become trapped inside this product!
Response from MarlenespetshopMar 8, 2025
Hello, Thank you so much for taking the time to leave your feedback. We completely understand your concerns and truly appreciate hearing from you. As a small business, we are constantly working to improve, and your thoughts help us grow. We’re sorry the Kitty Kurlz didn’t meet your expectations. Cats can definitely be picky with toys, and we’ve had many customers, including those with kittens, who’ve had great experiences with the product. The design is intended to be flexible and safe, but we understand it might not suit every cat’s preference. If you’re interested, we have other fun toys on our website that might be a better fit for your feline friends. I'd be happy to offer you free shipping or a special discount on your next order! Please feel free to reach out if you'd like more details. 🐾 Thanks again for sharing your thoughts, we truly value your feedback! With Paws and Smiles, Marlene’s Pet Shop Team 🐱
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Gabriel R.
Jan 12, 2025
Failed delivery without resolution
I placed my order and they had said it was delivered on 12/24/2024... I contacted them because I had not received my order and til this day I have yet to have received my order but they definitely took my money Further investigation shows they left my order in an unsecured area of my building which resulted in either theft or the custodian of the building tossing it in the trash since it was left in the lobby of my building and not delivered to my door. I emailed them this information and they have not answered me. Worst company to have ever dealt with and a truly unscrupulous and deceitful way of handling this issue. I wouldnt even give them the one star rating for their handling of this failed delivery. At this point I would just rather a refund and not have to do any sort of business with this unsavory company
Response from MarlenespetshopJan 27, 2025
Hi Gabriel, I am Sarah! Just wanted to respond here publicly even though we did chat over email. First of all, I do apologize for the delay of the order. We are a rather small shop and we went trending on Instagram over Christmas and because of the shipping delays during Christmas...your order was in fact late. We do apologize for that. Small businesses simply do not have the ability to respond to demand spikes as Walmart, etc. But I wanted to clear it up with everyone that you did get your package (it was late - it took a total of 11 days to be delivered instead of 3-5 days. We are sorry about this) and we also refunded you 100% because the order was late. At the end, you got keep the toys and you got your money back! Again, we do appreciate you supporting small business but we simply cannot provide next day shipping like Amazon can - 11 days is unacceptable, we understand but I just wanted to respond in public to clear everything up. Thanks! Sarah
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Dawn W.
Jan 8, 2025
Marlenes pet shop is a scam
Marlenes pet shop is a scam. I ordered the 2 for 1 hoping my cat will finally like a toy and sleep area but it has been 12 days and still have not received the items and have emailed twice with no response. I don't see a # for what some people call customer service so it is defiantly not a good deal. will order the toy off a reputable site. I always try to support small business' these days you have to rethink that which is sad.
Response from MarlenespetshopJan 27, 2025
Hi Dawn, I am Sarah! Just wanted to respond here publicly even though we did chat over email. First of all, I do apologize for the delay of the order. We are a rather small shop and we went trending on Instagram over Christmas and because of the USPS delays during Christmas...your order was in fact late. We do apologize for that. But I wanted to clear it up with everyone that you did get your package (it was late - we take full responsibility and we're happy to refund you if you are unhappy with the product) - if you could confirm that we are in fact not scam that would help a lot. We understand the frustration of the package being late or maybe you not being happy with the product - email me again and we'll make it right but I also want to note for everyone that we did send the product and did not scam you. Small businesses simply do not have the ability to respond to demand spikes as Walmart, etc. Thanks! Sarah
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