Pet Hardware® Reviews 452

Pethardware is a super professional shop. The materials are very high quality, the customer support is more than friendly and does an excellent job and the shipping is faster than average. It is a lot of fun and joy to order from Pethardware. Many thanks to the whole team.
Best regards Stefanie K.

Excellent service great site can’t wait to put my new restraints together

High quality products. Great support and service too. Everything perfect! Thank you!

I have had 3 of my customers who have bought my dog collars complain that the metal buckle has snapped and broken..within having their collars for less than a month. I could accept maybe one being faulty, but not 3. Customer service was not good...actually saying I should buy their more expensive buckle. I definitely won't be buying from here again. My total spend was £350 and also had to pay £50 tax when I received my order .

Super good services. Always the best quality and best prices.

Quick delivery, good quality parts that are exactly what I needed!
I'll be back for more later...

Avoide the buckles 3 large rose gold have snapped.

have been using Pet Hardware for 2 years now. Quick dispatch and acceptable quality.

There is room to improve, especially the rose gold side release buckle. In the last 2 orders, we received quite a lot of faulty buckle, around 16 of them cannot be closed securely, it raised my safety concern, especially they are used for dog collars and harnesses. Some are scratches or with air bubbles on the buckle.

Marta is helpful and kindly offer replacement on the next order. It is not a big deal as we bought it in bulk, it is difficult for the team to check all of them before dispatch.

Everything bought is what I expected, very professional and super fast!!! 👌🏼

Overall the quality and price of the items and shipping times are good BUT the quality of the customer service is poor.
They are not empathetic at all and not willing to adjust or offer alternative ways to help the customer.
We are in the middle of a pandemic and the UK has new custom rules on shipping parcels, Pet Hardware will not accept orders of under £135. This was understandable at the start of the year when the rules were not clear but now other businesses have lifted this min order and will accept orders under that amount yet Pet Hardware won’t. Again this wouldn’t be an issue if they had some procedure in place for offering exchanges.

My last order came with an item missing, which they agreed to send out the replacement. I also bought some end caps that are too small for the job, I would like to return these for the correct sized ones but this isn’t possible apparently.

Normally I would have just reordered them again and not bothered with the return process but due to their min order this isn’t an option.

I also asked if it was possible for them to ship them with the item they missed but they said no due to customs.
To me this is far-fetched and I know they can send parcels under their threshold as other companies are doing.

My last order I ordered something the wrong size and noticed while the order was still in processing, 8 minutes after completing the order I emailed them and asked them to switch the product. I wasn’t bothered about getting reimbursed for the price difference, I was just aware I couldn’t place another order below £135. They emailed back and said they couldn’t because of customs, the item was the same thing silver O ring just a couple of mm size difference, they claimed they cant tamper with what’s declared on customs. I would understand this if it was a different product but it was the same product just a couple of mm smaller. They then said it was already packaged and asked if I wanted to cancel the order, I said no as I was in a hurry and then they cancelled the order.

I am a customer that spends hundreds of pounds here almost weekly yet they are hugely unhelpful and empathetic towards the situation international customer are in.

Other companies offer a pickup/collection service free of charge that allows international customers to use when buying items that they forgot or was out of stock when ordering, this allows orders to be placed and held until other items come in stock. moving forward this might be useful for you

When I say customer service I mean the customer service procedures implemented by the business not the individual who is emailing and talking to customers. I always deal with the same lady, Lucie and I feel sorry for the terrible position the company puts her in by not altering their procedures, her responses are always fast, professional and clear.

I am very happy with your offers and your work, simply excelent, I don´t know any better, keep the good work!

👍👍 Everything perfect. To be recommended again and again

Very good seller. Fast shipment and good quality. All OK.

If I could -10 stars I would!!

Customer service is non existent, especially from the CEO Martin. I spent over £70 on various items to make dog collars and leads for my customers. Products arrived damaged (rose gold especially, stay clear of). Items have scratches, air bubbles, colour missing on all of the items. The rose gold buckles and snap hooks are completely a different colour to each other, though Martin doesn’t seem to agree with any of this.
In Martins one and only email response to me, his response was sent them back within 14 days of receiving items and we will refund for any products in original unused condition. Does he not know there is a pandemic going on in the world right now. I’m in the Uk so very much doubt that would happen. Especially since I’ve been waiting 9 days so far for a response to my email!

Im not looking for a refund, just some products I can actually use would be nice.

I would say if you have any common sense, stay well away from this company! Unless you don’t mind, damaged unusable items.

Molly

Quick dispatch, really happy with the quality of goods and sevice

Congratulations!
You are very competent and professional. Your products have a lot of quality. I recommend your company