Mandy C.
terrible terrible terrible
i ordered a bed for my dog which at the time was poorly , the bed came it was far too smell i contacted fluffyfriends asked if i could return and order a bigger one , my dog ( brian ) had to be put to sleep as he was very very poorly . i sent the bed back with royal mail , it's been a month still no refund i contacted the company and they said i now have to contact royal mail and sort this proble myself !!! i sent them the proof of receipt off royal mail but this did not matter they still wanted me to then chase up the bed which is still missing !!! absolutely shocking customer care would definitely not recommend this company , plus the bed was not as described , i also had to pay pay postage and packaging which was fare enough but this still made no difference as they say they had not received it !!!!! i wish i had kept the bed and given it to a dog shelter as mine had died then i had to endure this . terrible terrible customer care
Response from MrFluffyFriend™Jul 8, 2026
Hi Mandy, We're so sorry to read about your experience, and we're especially sorry for the loss of Brian. Please accept our sincere condolences. We understand how upsetting this situation has been. While we do offer returns to an EU return address to make the process more convenient than returning overseas, we completely understand that you still found the return shipping cost to be significant, and we're sorry it didn't meet your expectations. As your return has not yet been received, we're continuing to monitor it. We appreciate that you provided your proof of postage, and we understand how frustrating it is when a returned parcel goes missing. We're always looking for ways to make the return process more convenient for our customers, and we appreciate you taking the time to share your feedback. Thank you for bringing this to our attention.