Hugo and Ted Anmeldelser 112

Very quick to reply to my email regarding an order I wanted to place. They were very helpful with the information they gave me.
I went on to order 2 of the summer lightweight sling. I was advised that the items were made to order and that this would take a couple of weeks. But the order arrived much quicker than the stated time. I was extremely happy as we can use the slings whilst on holiday soon.
Thank you Hugo and Ted. I will be ordering again from you. ❤️

So both positive and negative experiences of this company. 1. Mini Dachshund fleece ordered to custom size, is high quality and fits great. Delivery time of 25 days seems very long though I do understand these items are handmade (other companies I've dealt with seem to make custom products more quickly).
2. The fleece sling is also good, except it only comes in one size. While it works well for me, it is a bit too tight to be comfortable for my husband to use- (it's tight around the dog, which is good, but too tight around my husband's chest, who is not particularly tall or wide.
3. Thirdly, I ordered a 2m length multi-way waterproof lead in black, but it is simply too heavy for using with our mini-Dachsund and it's just no good for us. I could not have known that when ordering either from the photos, or description, as can't see width or weight of the product on the website.
When I asked if I could return or replace the lead, I was told they would not as it is a 'custom' size. On the website it comes in one of 5 sizes, so I wouldn't really call that 'custom' - and surely they could re-sell a pretty standard 2m lead in black? While I appreciate this company specialises in handmade quality products, I feel their return policy is too rigid, and certainly not a sustainable approach either. Quality products but disappointing customer service and return policy. Sadly won't be using them again for this reason.

Bought a sling at crufts and wow wow wow! The product is amazing for when my dog is feeling a bit anxious with large crowds and the product is made so well and there is a great choice of colours! The team on the stand were super helpful in demonstrating the product and even let me try one on with one of their dogs so I could get a feel for how it works! A small business that truly care about dogs and their wellbeing! I’ll be ordering more from this fantastic business for sure!

Ich habe eine Tragetasche für Hunde bestellt, der Versandt dauerte zwar länger als beschrieben, war aber noch in Ordnung. Die Ware allerdings nicht. Die Tasche war schlichtweg nicht fertig genäht. Das Innenfutter weist ein großes Loch auf und die integrierte Leibe fehlt vollständig. Auf eine Beschwerdeemail wurde einfach nicht eingegangen.

**. I’m pleased to say that the matter has now been resolved - it seems that my emails had gone to an email address that isn’t monitored frequently and, once Mary had retrieved said emails, I have had a partial refund as I have used the puppy sling.
Minnie is very comfortable in it and has received lots of attention.
Thank you so much - I will direct any enquiries about her pouch to H&T for future reference.

I ordered a sack/pouch for my small Kokoni - it did take a long while to arrive however was just on the specified lead time given and something that I accepted when ordering. The pouch arrived and is lovely - however damaged. There is a small hole in the fleece on one side - I hadn’t even had chance to take the tag off or to put my dog in it. I took photos and attached them to an email. I sent the email on the 25 February and have heard nothing back - at all! No apology, no acknowledgment of receipt. I have had to use the sack now and have no doubt that this will be a reason given as to why it cannot be replaced. Faulty/damaged products do slip through even the most vigorous of quality control measures - even if they are ‘lovingly handmade’ as H&T claim but there is no excuse for poor or no customer service.
I’m extremely disappointed and I certainly will not be recommending Hugo and Teds products or customer service in the future.

Great Dog accessories made for my pooch specifically. Great service! All made in the UK. Have purchased dog coats leads etc online previously. Nothing ever fits properly, Hugo and ted tailored everything for my dog and it fits great 👍🏻

Lovely groom for my cockerpoo. Really pleased. Jake the groomer, did everything I asked and my dog looks lovely.
💖

Unglaublich gute Qualität und Passgenauigkeit!!!! Immer gern wieder!

I purchase a ‘dog sack’ for our rescue dog who likes to be covered up. I thought it would be a good idea for firework night too. It took a long time to arrive and I did query this with Hugo and Ted. They apologised and said this was due to staff sickness so I waited. As I had paid £65 for this sack, I thought it would be worth the wait. I was very disappointed when it arrived. If I hadn’t got arthritis I could have made a better effort on my own for around £10. The inner lining to the sack is not attached to the bottom so when the dog goes inside, it twists around meaning she can only use half the sack. Today , I sat, and with great difficulty, attached the bottom corners of the lining to the outer material of the sack. I think it also needs joining at the bottom middle too. As I turned the sack inside out to find the corners of the lining, the sack was absolutely full of black fluff. It seems to be quite inferior quality. I had to brush the whole of the lining and still it kept shedding. I’m very disappointed with this sack and certainly wouldn’t buy from Hugo and Ted again (via Not On The High Street). I was trying to avoid buying from China but how I wished I had.

We ordered dual seat dog Car bed from Hugo and Ted. The lead time is stated on their website and the product was delivered within the time stated. I had some questions about the order and their customer service (via email) was amazing!
The product itself is such nice quality and our dog loves it. She is so much more settled in the car now. Will look to by more of their products soon and will definitely recommend to others

I purchased a sling, really wanting it for our holiday. However noticed the delivery was a slight wait due to the time it takes to make the products. I sent an email to ask if there was any chance it would arrive in time for my holiday. With and behold two days later it had arrived with a lovely note. So so happy ❤️

Visited to buy two jumpers .. they are not cheap but do look good quality. Shop was empty .. waited a while until someone appeared .. who obviously would rather be somewhere else. Asked a couple of questions.. one word curt reply .. so I left . Won’t be going back .. at the prices charged some customer service would be nice.
I have a collar & harness which are lovely and was looking to support a small business .. but they have lost one customer..

British quality at it's finest 👏 We've been Hugo & Ted superfans since discovering the brand a year ago when getting our cocker spaniel. From fleeces, to harnesses to dog beds to human apparel, everything has been of incredible quality and completely tailor made to fit our spaniel.

The technicality of the fabrics is well thought through - from the Waterproof coat we own to the Waterproof harnesses, everything is built for practically as well as style. We do a lot of wet and muddy walks and hikes and have found the harnesses perfect for heavy duty wet hikes and the coats and fleeces keeping our girl dry and clean. Which is a major triumph when you own a Spaniel!

Cannot recommend Hugo & Ted enough

After hearing loads of good things about Hugo & Ted, and not ever being able to find good quality items that went large enough for my big boy, I decided to go ahead and order some made to measure fleeces and a raincoat. Let me say, they did not disappoint. I followed the instructions properly and this resulted in perfectly fitting items of high quality. If you are claiming to receive the wrong sized item then you must have measured wrong because mine was perfect! The products are great quality, having been dragged through hedges, mud and rolled in god knows what, they wash up as if brand new. Definitely will be purchasing again.

Well what can I say?! Hugo and ted never fail to amaze me with the passion they put into their business.

I saw them at crufts and after looking at all the fabrics placed an order for 2 harnesses and 2 dog jumpers. Hugo and Ted are honest with their lead times and for handmade products I think it’s a fantastic turn around.

When my order arrived the harnesses and jumpers fit to perfection on my dog that is such a weird size! I was really impressed with how perfect they fit! She is so much more comfortable on walks compared to cheaper factory made products and the quality is unreal! They wash really well and the washing process doesn’t spoil the fabrics.

I have placed more orders since and am extremely happy with every single order!

We have ordered many times and loved everything we received. The items are made to the highest specifications and are top quality. It’s brilliant that items are hand made to measure in the UK. The customer service is fabulous and nothing is too much trouble.

Excellent customer service and super knowledgeable! Received the perfect fit harnesses - explorer and strap Harnesses for our two fluffs!

I ordered two jumpers for my dogs. At the time of ordering the form asked for any special instructions which I asked for a harness hole and gave details. The jumpers took a while to arrive and when they did there was no harness hole. I contacted the owner who states they do not do harness holes in jumpers and that is was not a mistake with the order.
I cannot work out how someone who is claiming to hand make jumpers cannot add in a harness hole they use on other products. I digress, I feel it was poor customer service as when making the jumpers it was clear on the order that it was an option. All it would have taken was an email to state sorry we do not provide harness holes are you still wanting to continue with the order. Now I’m left with two jumper which I need to take to a proper seamstress to add a hole into.
Hoping to give a small UK brand business and reading positive reviews on here I gave the brand another shot. What a huge mistake! I can only assume these reviews are not true customers as I cannot see anything coming from them being rated as 5 star. I ordered 2 jackets and a snood for my mother in law to gift to the dogs. Upon arrival the snood was filthy, multiple dirty dry caked on food or excrement matter stains. The jackets the harness holes were not in the correct location, the jacket materials were not as advertised and looked cheap quality. The cream lining came as bright white paired with the cheap red shiny jacket meant the dog jacket more resembled a budget Santa costume. The stitching itself was horrendous, a child could have done better. After the attitude from the last experience with the owner I left the mother in law to email a complaint. Needless to say they asked for photo evidence and never replied to her email. Shocking. I feel totally scammed of £200+ and I had to refund my mother in law as I’m so embarrassed even suggesting to use this company. I couldn’t recommend this company at all and I would advise everyone to avoid them at all costs.

I have bought both dog jumpers and human jumpers from this company. The customer service has been great, and the products good quality. The made to measure aspect is brilliant for strange size breeds like I have! I’ll definitely be ordering from Hugo and Ted again.

Ordered a made to measure jumper for my dog and fits like a glove! Great customer service from Mary with the queries I had about what type of product would be best for my dog, and prompt delivery by DPD. Great experience all round!