J B.
Return/Refund a long drawn out process
The XL dog sofa that I ordered for my 80-lb dog was way too small and my dog wouldn't go near it. The quality seemed to be ok but it would in no way be comfortable for my dog because it was too small. The customer service rep that I talked to was very kind and agreed that returning the sofa was covered by the 30-day money-back guarantee. I saw something else on the site that I thought I would try instead and I was told that the exchanged item would be sent once the dog sofa was received as a return. I was very thankful for the return label that they promptly sent. I purchased a vacuum seal bag and returned the dog sofa via UPS. So far, so good. About 10 days after I returned the dog sofa, I had heard nothing so I again contacted customer service. I had the date and the name of the person who received the dog sofa to give them so I was certain that it had been received. Yet, I did not receive my refund. I cancelled the exchange item so as not to muddy the waters since this return seemed to be a difficult process for them to handle. Finally, 32 days after the dog sofa return was received at their location in CA, I received an email that my refund had been processed. That is one day after I emailed them and asked them to give me the specific reason for why my return had not been acknowledged. I have not yet received the actual refund notification from my credit card company but they informed me that it could take up to 10 days to receive that. I'm not sure what the deal is with MrFluffyFriend but clearly they have some internal issues that need to be shored up. Perhaps they are dealing in a volume that they didn't expect. I wish them all the best but I will never order from them again nor will I recommend them to anyone.
Response from MrFluffyFriend™May 21, 2026
Hi J B, Thank you for taking the time to share such a detailed review, and we’re very sorry for the frustration and delays you experienced throughout this process. This is not the level of service we aim to provide, especially when it comes to returns and refunds, where we understand clear communication and timely handling are extremely important. We’re truly sorry that you had to follow up multiple times and that this caused you unnecessary stress and inconvenience. We also want to be transparent that we’re currently unable to locate your order details based on the information provided in the review alone. If there is anything still unresolved on your side, please feel free to contact us directly at [email protected], and our team will be more than happy to review everything again and ensure it is fully closed out for you. We do appreciate your feedback, even when it’s difficult to hear, as it helps us identify where we need to improve our internal processes. Thank you again, and we’re sorry we fell short of your expectations this time.