Bella&Toby™ Reviews 758

Still waiting for bed to be delivered even though ordered early September..
Like a few others on this website beginning to think it’s a scam..
Given a date of delivery for October 15 but then told still in warehouse..very disappointed as looks like nice dog bed !

Betty our Greyhound is so loving her new bed, would stay in it all day if she could.

If I could give this company a minus score I would.
Did not dispatch within timescales
Ignored email from me
Only dispatched when I commented on their FB page
Still has not been delivered (even though I paid extra for 24 hour Post Office delivery which they didnt do)
Order was finally due by 3.30pm today - but NO SHOW !
Appalling service

Ordered on Oct 2 and still no delivery. No phone number to call. After I emailed I received a tracking number but still doesn’t look like it’s been dispatched and activity has not been updated for three days.
Starting to think this is a scam 😕
UPDATE: this has now arrived so apologies not a scam however very slow delivery - certainly not 48 hours as promised!

Fast service and a great product. My Jack Russell cross takes the bed all round the house with him and ‘nests’ 🤣

Ordered end of September and not arrived yet. Was expecting within 2 to 3 days. The company bills itself as a small UK based business but there is no phone number and only can contact via bot/email. Finally after emailing it says ready to be dispatched but not sure where from or time scale. I see they are still advertising deliveries between 24 to 48 hours. Really disappointed as trying to support a small business but definitely doesn't have the personal touch.

Haven't received the beds I ordered.
Can't contact them. Only a robot. Ordered on the 26th September now 15th October. Absolutely poor Customer Service

Ordered bed 27 Sept - not advertised as pre-order or out of stock on website 😠. Have followed up with company 3 times - twice told was coming back into stock - no response on 3rd time. Will be seeking full refund. Incredibly poor service.
Update: 12 Oct. Having asked for full refund got email saying item will be dispatched 15/10. Have no faith Have given 2 business days for refund before reporting to trading standards *UPDATE*. Money fully refunded. Will now be looking elsewhere for dog bed.

Happy pooch! Our dog Cooper wasn’t a fan of previous dog beds. He does however love his calming bed.

My lovely pet bed arrived really quickly and was incredibly well vacuum packed! It's as described and Quizzie loves it. She is a large labrador who loves to sprawl...her whole body is supported by her new bed and the cats love it too!

Ted absolutely adored his bed and still does twelve months later.
Good quality and the service was excellent

Ordered this dog bed for my greyhound. Then it came to light I no longer needed it. Filled out the contact us form to cancel. Then received the message this form wasn't monitored, I had to email to organise a return. Due to the fact emails aren't monitored for 24+hours my item was still dispatched. So I waited for it's arrival then contacted the email address again asking for returns details. Finally got a reply stating I needed to open it and take a photo. This seemed bizarre. Surely a vacuum packed item is easier to return unopened. I clarified this and was messaged they didn't want the item back just a photo of it and then they'll refund me. So I've done that. We shall see if that happens.
Side point. Since opening the item I'm disgusted at the lack of quality. It's advertised as a plush plump donut bed. It's so thin not luxurious at all. Even if I hadn't intended to return it due to private reasons, I'd not keep it. It's not quality or value for money.
My bank are giving the company 2 weeks to refund me then they'll refund me via a claims process.
Not 24h customer care, not hassle free returns.
Avoid at all cost

Ordered mid-September. Expected it within 48 hrs. Still not here. 2 different reasons given to why it has not arrived.

Had to buy another elsewhere. Trying to get a refund. Total silence from the company.

Since heard more about their unreliability. Please do not buy from them, you might never see goods or your monies again.

Do not order from this company.
They have failed to delivery my order. Their online customer service cannot provide anything more than an automated response and they do not respond to emails. Very poor service. Avoid

The bed is comfortable although stitching quality was defective or low quality. The seam split after 16 days of use enabling the foam filling to come out which is dangerous for an unsupervised puppy. We took advantage of a summer discount although did not open the package for use for 6 weeks which meant we exceeded the 30 refund period offered. The company’s solutions offered when contacted were to accept a 20% refund or 30% discount to buy another one. Why would we buy another one at the risk of having the same issue? A replacement to ensure satisfaction is what is necessary. If they believe in the quality of their product satisfaction would be guaranteed for more than 16 days of use. Buyer beware.

Do not use this company. They sent an order confirmation for the wrong product and all attempts to contact them are met by automated responses sending me to a chat bot that sends me back to an automated reply. They don’t have a telephone number. They have emailed me to say they don’t have the product in stock but the chat bot says they won’t cancel any orders before shipping. Pretty sure there’s a human behind the chat bot as some of the responses would have been funny if they weren’t actually refusing to give me my money back for a product they can’t ship. This doesn’t appear to be a genuine trading company

Excellent dog anti-stress bed. Our dog finds it very comfortable, cosy to snuggle into and calming. Material is a good quality and bed is good quality.

Ordered a dog bed from Bella & Toby. Felt like this was a premium dog bed and would work well for our pup. Delighted to get it for half price* with an added 10% off. The comfort of the no hassle returns process within 30 days gave added reason to buy. Ordered late on a Friday so expected delivery on Wednesday. It got delivered late but fair enough, they use Royal Mail.

We unpacked the bed the following weekend and immediately got a sense that this was no premium product. It felt cheap. The lining of the bottom and the material on the outside felt cheap. The inner was lumpy but wanting to give it a go, we unpacked it, followed the instructions and gave it time to settle.

It did however remain lumpy and all over the place. But the material continued to cause concern. We have a 26kg loony and he enjoyed jumping on it, moving it to another position and essentially getting comfy. Every time he did we just felt it would be a matter of time before the stitching came loose or the bottom ripped so we decided to remove it and apply for a refund as we weren't satisfied.

This is where the fun begins. We followed the process on their website and sent a photo with the request to refund. We received an automated response advising that the "sales@" email address "was not associated with the customer service team" and pointed us to the contact us page on website which takes you to a chatbot. We requested a return and the helpful bot told us to essentially follow the same process but to send the email to "support@". Guess what? We got the same automated response. Back to the bot. And around in circles we went.

Its been a week since I tried to request a refund and I've got nowhere. I've now had to request a chargeback from the card issuer.

If you also look here you will find a very mixed set of reviews. If you like the bed, then brilliant. But as soon as you want to send it back, you are doomed. Our experience is not unique.

Buyer Beware.

* Also, I believe they have probably never sold the goods at full price which might also be something for trading standards to look at as it suggests the goods are a higher quality,

Bed is nothing like pictured, depth of filling very poor, goes right through to the floor. I’ve followed their refund instructions stated on their website and have been completely ignored. So much for their 30 day refund guarantee. How about just abiding by the Distance Selling Act? Claim started with credit card company. Avoid at all costs, there’s a host of similar experiences on mumsnet.