Pupnaps Reviews 

Overcharged just like many others.
Discount code not applied, free shipping not applied.
Impossible to contact

Impossible to apply discount codes, which they make a giant fanfare about. When you go to pay, the full price appears. No way to change this. Misleading and I am sure a lot of customers just click to pay without thinking. Especially since they have a ridiculous clock countdown implying that you are about to 'lose' your imaginary discount. There's also a banner headline saying their beds are 'almost sold out'. Oh yeah? I ordered one of their beds a year ago and it took forever to arrive, despite messages saying it had been dispatched. Customer service is hit and miss, clearly. The beds are wonderful, so it's worth persevering if you don't mind being duped.

Discount not applied at checkout, other complaints on Trustpilot confirm same thing so Pupnaps UK knowingly scamming customers.

Update, delivery arrived 25.01.2023 no reply to email, contact us link on website, or on Trustpilot.

Poor customer service and knowingly overcharging customers!

Replied to comment by email 16.02.2023 and sent screen shots of discount code, asked for money back.

Was sent a lot of discount codes which provided a good deal. HOWEVER, the price changed from discounted price to full price when my card was charged (I’m pretty savvy but was duped!)
This was misleading and in my opinion fraud!
The company does not respond to emails!!!!! Hence leaving this review. I would not leave a negative review if the company was in communication but I think it’s important to warn others before they see a big charge on their account.

I bought an XL pupnaps calming bed in Sept 2021 which I and my hound are very pleased with apart from not being able to purchase a spare cover for it. I have emailed no end of times and visited the website as I want to buy a spare cover, but they never have an XL in stock and say it’s a manufacturing problem. Surely after all this time this should be sorted. Come on pupnaps, sort yourselves out!! Because of this I would never buy another bed from them!

I decided after seeing this bed purchased by my friend that I would like one for my dog. On the website there was an offer of £23 off, I was even sent 8 codes via my email. However, the code never worked and I ended up paying the full amount. I have sent numerous email to Jye asking about the discount and asking for a refund on my full amount. However, no reply at all to my email, I've even used the email address that has been put on Trustpilot to contact them. Sadly this is fraud and unfortunately I only read the reviews after I bought the bed. I have even had a special gift 30% off my next order. No way will I order from them again. This is really sad as the dog beds initially seem very good, let's see how long it last. I've sent 3 emails via my personal account and a couple through Pupnaps website.

In reply to Pupnaps - this is a generic reply because I have already used this email address and done what you asked and I am still waiting on my reply and my refund of £23.

After receiving an invoice so I can order a bed (due to website issues I could not do this myself online)
I have had an email to say my item has been delivered last Thursday. I have not received the parcel. I have emailed twice with no response from yourselves. Please can someone get back to me as it seems you only respond once a review has been left! Very poor customer service!!

My friends dog has this bed and our dog loves it too. Have tried to purchase with discount codes (that they bombard you with daily). On the website it then gives you a lesser discount and doesn't let you put in another code. When you get to the purchase page it's all full price again. Contacted customer services a few days ago and no response.

I have purchased anti anxiety beds from two other suppliers.

Pupnaps beds feel more substantial when removing from the box. Initially quite impressive. The zippers seem to be good quality, and the idea of being able to disassemble a bed for washing is a big selling point, especially if you have a smaller washer capabity and want/expect the bed to last longer than others.

I purchased three large beds. The covers are washed every other week. After two months of use, and this is what I would say about them:

1) Due to raw edges there is a lot of fabric fraying to contend with when it comes to wash time. This can be addressed in the cutting/sewing stage but obviously it is quicker not to. Not impressed with the lack of thought surrounding raw edges considerinh how often dog beds need to be washed.

2) The waterproof lining is vinyl and can tear in the wash. Out of three beds, one of the beds' vinyl liners was half gone by the second wash. Vinyl does not breathe nor wash well but Pupnaps, if you must use it, it must be thicker and more durable to call it washable! The vinyl layer should ideally be waterproof canvas.

3) Despite not being washed yet, the pillow inserts are wadding up and flattening as per any cheap stuffing, so I'm not really sure they are worth protecting by having a removable, washable cover.

The dogs do love the beds but not necessarily more than cheaper ones.
Pupnaps you are selling an idea which hasn't fully been thought through. Address the raw edges, poor vinyl liner, and cheap filling and you will truly have the best anti anxiety bed on the market.

Have tried to buy a bed numerous times during the past two weeks. On website discount is applied but as soon as you proceed to checkout it’s back to full price. Also received numerous emails with discount codes which can’t be applied which is very frustrating. Tried contacting customer service twice but no response each time

I received a reply from Pupnaps on 13 January 2023 apologising for my experience with their website and stating that they were unable to locate my previous correspondence (which appears to be a recurring theme in their reply to poor Trustpilot reviews).
I replied to their "support" team the same day and surprise. surprise, I have heard nothing from them since.
Shoddy. disgraceful and extremely frustrating are some of the words I would use to describe my experience with this company.
As stated in my previous review DO NOT GIVE THIS COMPANY YOUR MONEY.

Do not give this company your money!
I was duped into buying a pet calming bed from this company by the offer of a £20.00 discount. When purchasing the item it showed the discount as having been applied but when I (naively) paid at checkout I was charged the full price.
I immediately tried to cancel the order by emailing their "customer support" but to no avail. My emails were ignored and the bed duly arrived.
As it happens the bed is too big for our pug so I again emailed "customer support" to request a return label and to get a refund on the bed.
Again my email, as well as 3 subsequent follow-up emails, have been ignored. I have however received several promotional emails from Jye from Pupnaps "customer support" so they do know my email address!
There is absolutely no customer support provided and I have been left bitterly disappointed and £52.95 out of pocket with a dog bed which is of no use. However Pupnaps have their sale.
This company do not even deserve the one star rating I have given to them in this review.

Komplette Katastrophe, das ist keine europäische Seite, das Bett kam direkt aus China und muss beim Retournieren auf Kundenkosten nach China zurückgeschickt werden. Das Teil stank wie eine Chemiefabrik und hat nichts mit dem Original-Hundebett zu tun. FINGER WEG!

Reacting to Pupnaps reply which is simply not true. The bed came within 10 days from China and I have to return it to China and pay for the shipping. They are promoting "easy return within 30 days" which is useless if it costs more than the product.

Further update- I have replied twice and again this morning with the discount code and amount, could you confirm that you have received it?

Update- they did contact me on 6th December to say had issues and offer to honour the discount or return and I replied that I would like the discount - now the 17th and still not replied or honoured the discount.

So much for customer service. Please advise how I can contact someone… anyone!

Lack of communication

I placed an order and the discount didn’t go through properly… I messaged immediately after to ask cancel.. no response and the order was sent. I have messaged twice since to ask to return the product (or to get the discount honoured) still no response. Tried instagram message.
Impossible to get a response or to return.
Is it possible to get a response so I can return this?

UPDATED: Pupnaps sorted out the problem very quickly and dog is now snuggled up in her new Pupnaps bed. Thank you Pupnaps for your excellent customer service!

Unable to order online at the price advertised ie £50 (after discount). I have tried a number of times to order, and keep getting emails with a discount code but you cannot use it! I have used the online contact form and emailed and no response. Very poor customer service - assuming the company is still functioning.

Once emailed, Red helped solve the issues and sent my order it’s amazing thank you so much. I would recommend the dogs bed my pup loves hers!

Still waiting on a reply, initial contact was made using contact form on the website, then via email for the attention of Red as per the reply to my trust pilot review of 3 days ago, still no reply. How difficult is it to send me the returns address, and why isn’t it listed on the website or included in the package? I can only assume it’s to make it as difficult as possible for people to return a product.

I purchased a dog bed which was £ 50.00, but was charged £70.00 , I have emailed company 3 times but no reply! Although they have emailed me offering 20% of my next purchase.
Shocking customer service #

Wonderful service, I was unable to use my discount online code so emailed Customer Support and was replied to promptly and professionally. Jye made sure that I could have the discount and pay via an invoice and all this was done quickly. The bed arrived within 2 days of purchasing. Bed ia fantastic quality and my dog loves it. I did a lot of research before I purchased the bed and Pupnaps came out the best and I can see why. A professional, caring business and will not hesitate to recommend to family and friends.

We have a rescue dog who can be a little anxious at times but generally pretty active. We had our Pupnaps bed delivered and now it is his favourite space. He just loves to sleep there and even a recent thunderstorm didn’t phase him.

He is so much in love with his bed we need to wash it each week. The cover is really easy to remove and we tumble dry it for maximum fluffiness.

A great bed and REALLY great value too.

I accidentally ordered the wrong size bed and Pupnaps couldn’t have been more helpful - arranging an exchange for me straightaway, which arrived so quickly! Fantastic customer service.