Youpup Reviews 112

Order made Nov. 15. Plenty of time before Xmas, even generously assuming they might not live up to their delivery promise. Customer Service told me (lied?) when they said it had already been processed and shipped when I checked after 14 business days. I informed them that if it took longer than 4 weeks to arrive, it would be automatically returned to sender (China) as I would not be at my home address to receive it. Was promised by an agent ("Ellie") that they would re-send the item once I was back from vacation. Have not received a response to multiple emails NOR a refund. It has been 6 months. DO NOT PURCHASE.

I ordered a sweater for
my sister who loves her cats
In the ad the pets where embroidered beautifully.
Despite the fact that I payed 70 euros ( extra for the second pet) I was excited about the sweater until I received the sweater. The cats were embroidered very small with mean faces.
I didn’t write a review because they promised me a new one in january. It’s almost the end of march and still NO sweater.
I will never buy here again!!!

Awful experience with this company. The hoody we received had the poorest quality embroidery, it doesn’t look ANYTHING like my dog. It’s actually laughable how bad the embroidery is, it looks like a crack dog! Terrible customer service, do not use this company!!

Ordered for a Christmas present. Dog embroidery did not have any eyes on it. Complained as soon as it was delivered. Customer services ignored and argued. 100% customer satisfaction not followed. Then wanted to charge me to deliver the personalised item back! They deliberately lie and provide reassurance on website - do not trust them.

I received an acceptable order from them and sent messages to their Customer Support immediately by email, on their website and on their Instagram. They have not responded to me since February 1st. Their “100% satisfaction and 15-day full refund” guarantees are false.

My sweater, ordered on October 10, 2024, arrived on October 29, 2024. Although the delivery timeframe was acceptable, the sweatshirt was printed with an incorrect year. I have made numerous attempts to obtain either a refund or a replacement, but have been unsuccessful. As a result, I am very disappointed with my experience.

Order took forever to arrive. After I got in contact with customer service they were nice at first. I paid for premium delivery but after eight weeks of no delivery I requested a refund. Never got an answer about that by the way. When the package finally arrived it looked terrible. I wrote multiple emails to customer service about that but after delivery never heard from them again. All in all I do not recommend buying from this site. Save yourself the disappointment when you get your order and of course the money!

I ordered an sweater and face cap but didn’t receive the face cap. I tried to get in touch, but can’t seem to connect with you guys. This is a scam, don’t order here!

Warning: DO NOT ORDER AT YOUPUP !!!

Ordered a hoodie at YouPup but 14 minutes later I decided to cancel te order because of the bad reviews I read on Trustpilot. I got a reply back telling me that, according to their policy, I could only cancel my order if my order wasn't yet processed. I know that, that's why I cancled my order so fast after placing it.

After many emails back and forth, they denied me the cancellation and I received the sweater many many weeks later. Which indicates my order wasn't at any irreversible stage at all at the very moment I cancled it.

The product is of an overall poor quality, the stitching on the inside is very hard which makes it very uncomfortable to wear, the embroidery is full of loose ends/stitches and above all: the cat portrayed is a completely different cat than the one I send a picture of. I was expecting this, that's why I canceled my order in the first place!

I contacted their customer service again about the issue and I am ghosted ever since...

In conclusion: very bad quality and even worse service (read: no service at all).

Please be warned!

My girlfriend ordered two sweaters but they printed the wrong pet on one of the sweaters. She contacted the costumer five times, but still not even a answer, let alone a solution. It is so disappointing, because the sweater is expensive. We still hope to get some help or a refund.

Worst sweatshirt I have ever seen. Not 80% cotton as advertised. Wrong size sent and customer services don’t care.
No reply to my complaint and request for a refund. Don’t even think about using this company.

I placed an order back on November 20th it didn’t arrive until December 11th I had no issue with this however the item arrived and the stitch work was utterly horrendous, which didn’t reflect the standard level of work shown on the Instagram adverts, after reaching out to the team on Instagram and sending images I received an apology and told the incorrect machine was used and this is the reason why it looked as bad as it did. I was then assured on the 21st of December a replacement would be made and sent via premium delivery we are now on the 30th of January, I still haven’t received this order, and not a single confirmation email. I reached out to the team a week ago on Thursday the 23rd of January. This messaged has not even been read let alone acknowledged, as someone who works in the manufacturing industry I understand things can go wrong but you judge a company on how they put mistakes right, this company is nowhere near the mark with customer service. Against my better judgment I’ll think twice about making a purchase on an item seen on social media again. Just taking peoples money and then ignoring any issues and acting like they’re trying to sort it, I would strongly recommend to avoid this company. To update on my review after commenting on the Instagram page posts urging customers to view the trust pilot reviews my comment was deleted and I was blocked from the page. Absolute scam company.

Ordered a jumper for my GF in November for Christmas, luckily it came on the 24th December, however, the personalised text was incorrect and as I knew I wouldn't get a replacement in time for Christmas I just wanted a refund, and according to their return policy this was possible within 14 day, their website also states money back guarantee. Feeling confident I asked for a refund, to be told a refund would not be possible at this time and that i was only entitled to a replacement, after numerous emails back and forth, I still denied a refund. I reminded them of their own policy and the consumer rights act but they just ignored me, I have now gone legal and reported to trading standards. please avoid this scam!

My personalised dog sweater took 2 months to arrive from China only for it to arrive looking awful. They promoted their products using a different accounts name (Pet Creativo on IG) on their own socials. Stiching came out wonky. Told me a million times it'll arrive for my partners birthday (it didnt). 100% AVOID.

After many emails, the product did arrive. It took about six weeks, but we are very happy with the outcome. I ordered the sweatshirt one size up and I’m glad I did. The stitched photo of my “grand dog” turned out great. Very cute! If it wasn’t for the timeframe, I would have given five stars.

Jumper never arrived, have claimed a refund from my credit card provider. Don’t touch with a barge pole!

SCAM - NOTHING RECIEVED

wounder if customer service will read here? they certainly don’t reply to my email

totally dishonnest people
4 items ordered, 3 mistakes
i sent them pictures and explanations the day i had the order
they still try to not give me my money back explaining they dont have elements for that
I never seen a such bad company

After informing them that they made a mistake on the sweater, they said that they would send another one. I told them that it was too late, that it was for Christmas and that I wanted a reimbursement. 70 euros for a sweater with a mistake in the text, that took 1,5 months to arrive, is really just a scam. They never answered despite several emails and of course never sent anything. Don’t buy here.

SCAM DO NOT BUY!

(I made a trust pilot account just to leave this review, that’s how angry I am)

I bought a personalised pet hoodie for my girlfriend as a Christmas gift.

Firstly I got no order confirmation email and was unable to track my order via the website.

My order took over 2 weeks to arrive missing Christmas meaning my girlfriend didn’t get a gift on Christmas Day.

When it finally did arrive the quality of the fabric and the embroidery is shockingly bad. The fabric is cheap and thin, and the detail and colours are nothing like the pictures and there is waste threat hanging loose.

Worst of all I paid extra for the extra sleeve embroidery but they spelt the word backwards!

I want a full refund but I doubt this so called company would even do that. The ‘good’ reviews on here are so clearly planted by the company, DO NOT BE FOOLED.

AVOID AVOID AVOID.