Lords & Labradors Reviews 2,675

Quick, efficient delivery.

Date of experience: July 01, 2025

My 2 dogs love it

Date of experience: July 01, 2025

Great product. Nice Company to deal with.

Date of experience: July 01, 2025

I love shopping for my Jack Russell on your website. Easy to use website & you always make a customer feel a valued customer.

Date of experience: July 01, 2025

Long story made short …
I have purchased a couple of dog ramps from L&L both of which the legs had broken in the same place.
I contacted L&L as not only was I looking to PURCHASE replacement legs but thought that they might be interested to know that there was a product weakness.
Originally spoke on the phone and then corresponded by email(s). L&L informed me that they didn’t carry out repairs or had any replacement legs - when asked if they would provide the name off the manufacturer (thought that I might be able to purchase directly) was informed in no uncertain terms that they had no wish or obligation to provide this information. From reading other reviews on Trust Pilot my experience confirms that L&L aren’t interested in customer service or any post sale support - this isn’t about the cost which is irrelevant it is all about TCF ( Treating Customers Fairly) 😡

Date of experience: July 01, 2025

Outstanding Customer Service
I have been thoroughly impressed with the customer service provided by Lords & Labradors. Although I encountered an issue with the courier responsible for delivering my order, the customer service team resolved the matter promptly and ensured my items arrived safely and on time.
The quality of the products I purchased is excellent. I ordered the Burrows Bed and Dog Crate, and I’m delighted with both.

Date of experience: June 10, 2025

This is my second order and another delayed item. Ordered my bed almost 2
Weeks ago and no sign of dispatch when delivery said 3-5 days. Only managed to receive 1 reply via the “live” chat and same excuse as last time! Problems with fabric which iv now seen on lots of other reviews, they shouldn’t b able to sell these items with no stock.

Date of experience: July 01, 2025

This company is horrendous to deal with, they take your money and don't even have the bed in stock, then say its been dispatched, DO NOT BUY FROM THEM

Date of experience: June 03, 2025

Emailed on 10th June as they are refusing to give me a refund on the automated system, saying my item was not eligible for one. No idea why this should be so as nowhere was this stated in any of the emails or the order. £20.55 is not an amount I'm willing to 'just let go'. It was not a sale item and would like a full refund. Even to bother replying to my email would be a start. Never using this site again. Furthermore, the same harness can be picked up on Amazon or Temu for half the price it's nothing special in terms of materials or workmanship.

Date of experience: June 10, 2025

Gorgeous dog crate, very good quality. Fantastic friendly and helpful customer service when had shipping enquiry. Item arrived well packaged and easy to assemble.

Will be purchasing from company again!

Date of experience: June 20, 2025

Horrendous service and delivery. Both me and my partner have ordered from this company. Both times the item was only despatched after chasing multiple times via telephone. Again when one of the items was returned for a refund - chasing them for the money back was a nightmare and still isn’t resolved. They’ve got some MAJOR internal issues and all of these negative reviews will likely result in the demise of the business.

Date of experience: June 11, 2025

Purchased the really expensive cat tower at £300 four months ago.
My kitten had a toilet mishap and left some marks on one of the cushion covers. There was no advice regarding the washing of soft items written for this item so I presumed washing would be ok as it didn’t state ‘do not wash’ however the cushion cover fell apart!
I’ve complained to L&L and had to continually chase a response and I’ve finally been told that I am unable to purchase a replacement part as they don not stock such items! In all honesty an item costing this much money should not have flaws and and at lest have the option of purchasing parts. Thinking of buying an expensive item from this company? I’d think twice!

Date of experience: June 17, 2025

I purchased a very nice, solid cat tree about 1.5 yrs ago from a small online shop. I wanted to buy another but, unfortunately, it turned out the little shop had stopped trading. I found a very similar one on Lords & Labradors’ website and was priced very reasonably.
I hadn’t purchased from them before and I wanted to have a look at reviews first of all - to my surprise, there were quite a few recent negative reviews on here. It quickly became apparent that the company recently experienced a move to a larger warehouse and that affected their operations and logistics.
I decided I would reach out to them with a few questions before making a decision on whether I will go ahead with my purchase.
Their website was helpful and offered several ways of contacting their Customer Service team - I normally send emails, however I decided to pop over a WhatsApp message. Sent it on Monday evening, received a response early Tuesday morning from Ashley. All my queries were answered; for clarity, I asked 3 questions:
- do you have the cat tree in stock (and provided the name as per the website)
- if you do, what dispatch times are we looking at as some of the TrustPilot reviews had concerned me
- have they now finished their move and resumed normal operations
Ashley responded to all questions, explained the process & provided details.
Today is Wednesday, the cat tree I ordered yesterday morning was delivered at noon today (for transparency, I paid for next day delivery). Supreme quality, exactly as pictured, incredibly solid - I recently struggled with 2 bad cat tree purchases with sub-par quality of wood used. Instructions very easy to follow, built in less than 10mins.
Cats are loving it already!
I don’t mean to diminish anyone else’s bad experience, but based on my interaction throughout this purchase, I can certainly recommend purchasing from Lords & Labradors with confidence!

Date of experience: June 11, 2025

I’d been looking to order a crate set from Lords & Labradors since we placed a deposit on a puppy in January. I was sceptical about paying so much but after much deliberation, I decided to order a crate and cover at £171.00. I had read some comments on Facebook about delayed delivery but the company stated this was because of a management change and warehouse relocation so wasn’t too worried.

I got a notification from DPD 3 days after the order which was brilliant, and the items were due to arrive the next day. Unfortunately however, I only received the crate in the first order. I then called L&L who stated “DPD had lost the crate cover”. This was frustrating as I’d taken a days AL to wait for the parcel. I then realised that the crate tray was dented so had to again call to report this. I was promised that a new tray would be sent out with the cover and both would be received the next day. Surprise surprise, DPD arrived again with only one item. I called back and was told that the tray never left the warehouse (which is what I assumed happened in the first instance with the crate cover). So I now have to again wait for a third delivery for the same order.

When paying such premium prices I would have expected to received better customer service. I appreciate sometimes mistakes are made but after the first time they could have taken more time to ensure that their customer was getting what was promised to prevent any more inconvenience.

My plan was to order a bumper and bed at the end of the month but I’ve now changed my mind as I don’t trust that it will be an easy process.

The quality of the items are great (if they arrive undamaged) but unfortunately the customer service lets this company down.

Date of experience: June 11, 2025

I enquired earlier in the week as to when my dog bed would be delivered and I was told either Wednesday or Thursday at the latest. Of course this did not happen so this morning I called and spoke to someone called Ashley, he said he would ensure it would be sent out today for delivery tomorrow, Saturday, and that I would receive an email with tracking details. This of course did not happen so I called again 3:28pm this afternoon and spoke to Ashley again who said he would follow up and call me back in TWO MINUTES. By 4pm I had not heard from him and so attempted to call back and of course your offices are closed. Horrendous lack of service and the fact that someone says they will call back and then just does nothing shows their lack of customer support

Date of experience: June 06, 2025

When I say “I believe,” it clearly indicates my personal opinion. The fact that you flagged my comment as defamatory is honestly laughable. In my view, these reviews don’t seem authentic, the service is far too poor for people to be leaving genuinely positive feedback.

For the record, you are one of the worst companies I’ve ever dealt with. Taking customers’ money and failing to ship goods for over a month without any updates is completely unacceptable. You should be ashamed of yourselves. Thank god I paid by credit card!

Date of experience: April 30, 2025

I bought a rectangular dog bed for my Pup for Christmas 2024. She loves it, but by March the central cushion had developed several holes in the fabric and the cushioning was leaking out. I sent an email with evidence to Lords and Labradors customer service and to begin with I received really helpful service - they promised a replacement would be sent out promptly and I was happy with that. Eight weeks later and the replacement has yet to arrive. I've been told one was dispatched and that they'd try to find out where it had got to, that was 2 weeks ago now. I've emailed twice since then to find out what happened and I have not had a response. I'm extremely disappointed in both the product and the service, I expected much better. I doubt the loss of one customer will cause much consternation, but I won't be using them again.

Date of experience: June 04, 2025

Absolutely appalling customer service. Our expensive crate arrived damaged and we repeatedly tried to get a replacement part. We were promised this part on several occasions, but eventually it transpired that the part had not been sent, despite numerous assurances to the contrary. We were then offered a 20% refund, only to have this revoked due to “system limitations”. As a result, the refund was scaled down. Throughout the ordeal, we had to repeatedly chase L&L. Terrible customer service made worse by their complete unresponsiveness.

Date of experience: May 04, 2025

My partner ordered 2 puppy beds as well as another item for our new puppy and the service has been pretty shocking. After a few days of no communication or update on the order, my partner called to find out what was going on. It's only then we find out the puppy beds are actually out of stock due to getting damaged in their warehouse move. The lady said she would email over some alternative options for us to swap out. Another 24hrs and still no email, so we call again. We then decide at this point to cancel the puppy beds and just have the other item delivered. As someone who works in e-commerce, delays to orders due to the warehouse move should be communicated to customers up front or via email which isn't a difficult task. But the fact our order had out of stock items (stock written off I assume) and we weren't directly contacted is just so poor. From seeing the other reviews this looks to have impacted quite a few customers. A bit of proactivity to then have a blanket message to all outstanding orders re. delays and issues with the warehouse move would have been a decent step to take by a business.

Date of experience: May 22, 2025

Products are nice but the delivery time is too long, takes weeks and thats just for standard non personalised items.

Date of experience: May 29, 2025