Pupsdream Reviews 1,951

Item as described, reasonably priced. Good communication throughout and prompt delivery.

With the puppy calm bed our new puppy slept through the night for the first time. What a relief!

My dogs love the new bed a purchased. It’s soft and fluffy and cozy. I love it!

Very soft and comfy, good quality

Lovely bed which the dog loves. Maybe a bit thin on the stuffing….time will tell. The bed took a long time to arrive as it came from China which wasn’t obvious on the website. Customer services were very helpful.

Wonderful bed. My dog loves it!

Ok so there are several reasons why I've only given this 'original' Cloud 9 calming dog-bed 3 stars. Sure my dog has found it comfortable enough but still sleeps between that and the sofa... so here are my reasons;
1) Yes it's comfy but the foam flattens down easily, and doesn't just fluff up again like advertised without actively shaking and reshaping it.
2) There is NO ZIP, so you cannot remove cover at all, despite what all the advertising says on here lol, it is only a FULLY STITCHED TOGETHER bed.. sorry to tell you that but that means you will have to put the whole bed into the wash. It does wash well enough but you'll have to air it out and shake/reshape it as it dries (I'm sure thats the go-to company excuse as well for the foam not fluffing up l... my friend who does security even used a wand style detector to find the zip and nothing was found...
3) This can't be called an 'original' when clearly it isnt... just attaching a cardboard tag on it doesn't make it genuine lol... coz there is no brand logo, no branded label on the bed, and therefore no washing/drying instructions... not even for fire safety which is always on stuff for UK.
So it all makes sense of the cheaper online price as they don't seem to be the genuine ones and the advert is completely misleading. In some ways I wish I had semt it back and got a refund but I forgot and missed outside the 100 day guarantee.
So yeah my dog has found it comfy but usually ends up getting up on the sofa ad it's more comfortable obvs.

Upon arrival, the bed was vacuumed packed which is to be expected. So it was a little flat and Id concerned that it wouldn't be comfy for him. Then I had to wash it because my dog made a mess... And boy it came out thick, and fluffy! So far, I am happy with it and my dog is too. Thank you. Almost a month later update: I've had to wash a couple of times since, and if you need to wash the inside stuffing tube and circular pillows do it in the most gentlest cycle you can! The tube of stuffing that goes around the sides ripped open on the delicate cycle, but I think the spin cycle was on high.. oops. So the stuffing pieces inside came out, a little bit. I now wash in sanitary, with low spin. It came out fine, and I hope this works because the cover doesn't have a water proof layer. So, if your dog has issues where they make a mess, this might not be the one for you.

My grandkitty is enjoying his fluffy birthday bed! Great soft comfy bed, generously sized, great for an adult cat. . Delivery time to US accurate. Will definitely buy from this company again!

Prompt delivery. Your help with the size recommendations. The pet just loves his new bed, he looks so comfortable, and doesn’t really get out all night.
It’s truly a great product

Total garbage …. 4 ricks found AFTER collars put on

I wanted to return an item that didn’t work. I was asked what was wrong with it and that pictures and videos ‘would help’ I replied that the item didn’t work and, as per their 100 day money back policy, I would like to know how to return the item and receive a refund. They replied offering me vouchers and said that that was normal practice for companies. They added a link to their refund policy which clearly stated that refunds would be given as per their original payment method - in my case I had paid on my debit card. They continued to insist I accept their vouchers and I continued to insist they honour their policy. They finally told me I could take the item to an animal shelter and get a receipt and only then would they refund me. I did this and finally received my money back. Highly UNRECOMMENDED and will never use again

Great powerful machine I can really tell the difference in the room, it’s more fresh & clear as I have parrots
Really recommend this product & great price

Beware of this company. Like others I tried to return an item and being ignored. They were responsive when I emailed about expected delivery date and when I initially asked for a refund albeit avoiding acknowledging the request for a refund. They have now stopped responding. I have also since realised they are not a UK based company they are infact based in Hong Kong. They are misleading customers and breaching their own terms of the customers right to a refund. I have raised the issue with Trading Standards and Citizens Advice.

FINAL UPDATE:
CHARGEBACK UPHELD

I do like how the response from Pupsdream below states a full refund is possible, it ABSOLUTELY isn’t and at no point did they agree to that when I requested it.

My CREDIT CARD CHARGEBACK was successful and I was refunded for the entire purchase amount.

Initially Pupsdream had 45 days to decide whether they wanted to escalate the dispute to the next stage and they left it till the very last minute to do so.

The credit card company felt the information Pupsdream submitted was not valid and they continued to challenge the dispute further on our behalf and shortly after Pupsdream accepted the claim and the dispute was closed in our favour.

My advice don’t buy from them in the first place and if like me you believed they were a UK based company and that you were buying something of good quality only to find it’s not what you expected and you then find the 100 days no quibble refund policy is also not what you expected, then contact your credit card company and enquire about the CHARGEBACK process or SECTION 75.

You do have to wait a certain length of time before initiating a claim and you do have to show you’ve corresponded with the company in an attempt to exercise your rights under their refund guarantee.
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UPDATE:

My credit card company has issued a chargeback, since then I have been contacted on several occasions by Pupsdream reiterating their fraudulent returns policy.

My Credit Card company said:

‘There is no requirement for you to correspond with this Merchant.

The Merchant is fully aware that if they want to challenge your claim, they must contact the Bank.’
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This company is based in HONG KONG not the UK.

You can get similar donut beds on Temu for a fraction of the price.

Pupsdream do not honour their own REFUND policy.

You WILL NOT be able to get your money back.

Pupsdream website states:

The company was founded in the heart of leeds in 2020 and has since developed into one of the largest dog shops in the UK.

Weird then how everything is shipped from Hong Kong and the phone number at the bottom of their privacy policy is Hong Kong too.

I purchased a Cloud 9 bed on the 1st of April, it took over 2 weeks to arrive.

I did not open the package and wanted a refund but I was fobbed off with vouchers for 150% of the value, or keep it and receive a 50% refund or donate it to a rescue and get a receipt, which they will then assess before deciding whether to refund.

There was no option to return for a full refund, and yet their website states otherwise.

I would never have purchased this item if I had known it was coming from Hong Kong and not the UK.

Total FRAUD.

I have informed the UK International Consumer Centre.

If you purchased using your credit card and it’s under £100 look in to ‘chargebacks’, if it’s over £100 look into Section 75 as well.

Awful company! Replies once a day to emails in the middle of the night, flat out refuse me returning an unused not fit for purpose item when the website clearly states you can return within 100 days for a refund or donate to a shelter for refund but they won’t allow me to return it - no contact number provided or address. Absolutely awful.

My kitten, Mr.Bojangles, loves his pillow! It’s the perfect size for him!

Thought this was a UK company!!! But turns out it not . Not sure if I trust the product on my dog now after spending nearly £20

I ordered two jackets for my puppy as I wasn’t sure which size would fit. When I tried to return the one that didn’t fit, my request was refused. What followed was about three weeks of slow and frustrating communication from their side, which ultimately ended in them issuing me a gift voucher, something I didn’t want. The site has very limited items, and quite frankly, I didn’t want to support the business any further.

I ended up using the voucher to buy a pet bed, and within two weeks, the zipper completely broke. Once again, I’ve been stuck in a month long email exchange, with the company repeatedly telling me they’re “investigating the case,” despite me sending a video clearly showing the fault. Still, they continue to stall with no resolution.

At this point, I’ve given up. The experience has been incredibly disappointing. The customer service is abysmal, the product quality is poor, and it feels borderline scammy. I would strongly advise others to avoid this company.

I purchased a no bark collar after reading the 100 day return policy.
The collar has no effect on my dog.
When I inquired on doing a refund pupsdream offered a credit with them for future orders.
When I replied I wanted a refund to my credit card for the amount I paid., they increased my credit to 150%of what I paid. I sent them a copy of the policy I read. Now I'm being told I need to donate the product to a local pet shelter, get a receipt, email to Pupsdream and THEN I will get a full refund.
Poor customer service. Inconvenience the customer. Don't order unless you are sure the product will work for you.