Mutts and Hounds

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Reviews

1. Dee Gan ★☆☆☆☆

   I will think twice about purchasing anything “luxury” for my beautiful rotty again. I was in the mood one evening to buy a quality slip lead. Granted I didn’t do much research but usually price is a good indicator of quality. Not here it isn’t. Furthermore they charge for returns. So not only are their products not luxurious or well made in the slightest I am also down £7 on the total receipt as I had to send recorded delivery in order to prove they received the return! Jokers.

   almost 2 years ago
2. Nicole Thomas ★★★☆☆

   Not overly impressed with the dog bed I ordered for my Cavalier. It seems small as it’s so stuffed he rolls off it and hasn’t bothered with it much since. It’s over priced for what it is.

   almost 3 years ago
3. Gayatri Desai ★☆☆☆☆

   Nice products but very poor customer service and returns policy. I ordered a dog carrier for my tiny pooch (he’s 3KG), got the small, as the website guidelines said that’s what would be the best fit. Product arrived and it was very small. Called to exchange and was told I’d have to pay to send back. So in total I have spent £15 on postage alone. For a £120+ product, I’d expect the shipping and returns to be free. The customer service person I spoke to was unhelpful and came to no solution for me. Sad as the brand is nice, but remember your nothing if you aren’t nice to your customers

   almost 4 years ago

1. diana .Humphries ★★★★★

   I have several products from this company. Dog carriers, harnesses and now dog beds. I fell in love with this posy print and have beds in both medium and large. They wash brilliantly which is important to me as my dogs have allergies and it is important that every thing is wash regularly. The beds came quickly and the communication was excellent between the seller and myself. As you can see from the photos, my old boy Smudge adored his bed. Highly recommend.

   almost 4 years ago
2. Adam Parry ★☆☆☆☆

   I have purchased a few products from Mutts and Hounds over the years, however my recent experience is horrendous, both from a quality of product and also customer service. I purchased a collar for my Beagle only 2 months ago, and the state of this collar is awful. The leather quality is awful, elements of the collar have moved, with a staple in the leather now visible. I contact Mutts and Hounds to discuss and their comment is "return to us" (at my own expense) and they will "assess". In the meantime it leaves me with no collar for my dog and does not guarantee they will agree with the poor quality and offer a replacement. So either I return, at my own expense and await their "verdict", and in the meantime purchase a new collar for my beagle until they make their decision. Or I face that I've wasted £50 on a dog collar that's not fit for purpose and move on and buy a new product from a better supplier. Horrendous customer service and quite frankly the quality of the product is not luxurious (as advertised) and not work the premium cost! Would not recommend at all.

   almost 4 years ago
3. Mary Kelley ★★★★★

   I have shopped for many years with Mutts and Hounds for my little Border Terrier. The products and customer service has always been first class. Recently Hughie tore the mattress of his perfect pillow bed . I rang Mutts and Hounds and explained the situation to Sophie . The service from her was exemplary. She arranged for it to be repaired and kept me up to date with regular emails. I was delighted with the results and the service . Thank you so much , Sophie as you couldn’t have looked after me more . Regards Mary Kelley

   almost 5 years ago

1. Kristin Graham ★☆☆☆☆

   I ordered what appeared to be a lovely matching lead and collar set on June 8th for a new puppy I'm bringing home on June 27th. The product never arrived so I contacted the business to flag this and they provided me a Royal Mail tracking number. Royal Mail informed me that the product is officially considered lost and that I need to sort this out with the seller as they will be reimbursed by Royal Mail. I emailed Mutts and Hounds to inform them of this and reminded them that I need the leash and collar for my new puppy by June 27th. I mentioned that I never imagined having a timing issue given I ordered it 3 weeks in advance. I have asked if they could kindly resend the product via priority mail so that it arrives in time. It is now June 22 and still no response. I've now gone out to purchase another collar and lead. I know that Royal Mail's loss of the parcel isn't their fault, but you would think that a premium boutique business selling a lead and collar set for £105 would care about its customers, care that I need the product for a new puppy and provide better customer service than this. My husband separately ordered a dog carrier from Mutts and Hounds which arrived without issue. It is beautifully made so the quality of the product appears wonderful but they just lost my business in the future for really terrible and careless customer service. Funnily enough, the business was just acquired to form Scram Group, which says it aims to build a lifestyle pet business with first class customer service. I work in Private Equity focused on the consumer sector and will be looking to contact the new CEO Richard to let him know that I received anything but first class customer service from his new business.

   almost 5 years ago
2. Sean Phillips ★★★★☆

   I love the product range, a chic connection for spoiling your dog. Overall I've been impressed with the quality of the products. Albeit I have had cause to return an item for an exchange. What this did demonstrate however was the excellent communication and customer service. Top notch! So why 4 stars? I hate constant sales and offers. This isn't unique to MrsMu and Hounds. I just prefer company to have a simple pricing structure/policy. Price at what you need to make a profit and what the customer is willing to pay.

   more 7 years ago

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