Bella&Toby™ Reviews 758

I saw this dog bed advertised as a pop up on Facebook . I read the reviews and read about the quality, washability and variety of colours with this item and decided to buy one and have not been disappointed.
Follow the leaflet enclosed and you won’t go far wrong.

Absolutely no customer contact.
They delivered the wrong bed and despite numerous emails and photographic evidence they have completely ignored me.

Ziggy absolutely adores her new relaxing bed. I will definitely be purchasing from Bella&Toby again. Also, extremely easy to navigate their website.

Ended up buying two of these. So good in the puppy stage size so got the larger one for him as an adult. Best thing, Skullie (the whippet) can pull and pull on his bed and it does not fall apart (unlike the rest of the soft furnishings, slippers, shoes, socks…..).

Lovely when first arrives though not as good quality as hoped, then after a couple of months I washed it as instructed on the site and it is now not fit for purpose and unusable.
Material went all matted and the stuffing inside clumpy … been messaging with customer service for nearly a week as they are so slow, to be told as I purchased 30 days ago they would give me a 25% discount on a new one or 10% refund ?? Appalling service and not machine washable as described.

We thought this would help our puppy to relax and be calm. It works sometimes but he sees it as a big fluffy toy playing with it & dragging it around. Distraction with puppy toys & treats work for a few minutes. By removing the calming bed puppy settles so much better. The quality is good however.

Terrible customer service, totally ignore all attempts to contact them and sort any issues. I would avoid this company (now called natural calm apparently)

From ordering to receiving my items, the communications were plenty. I had ordered the wrong size and within 24 hours I had been allocated an agent, who quickly sorted the right size and the new beds were on route. Very rarely have I found a company who actually put the customers satisfaction first. I would highly recommend Bella & Toby if you are considering buying your 4 paw family member a new bed. Their beds are perfect for your pooch. Thank you for a perfect online shopping experience....

Even at half price, these are twice the price of the same item that can be bought in a well known high street pet store. Additionally, this is not a company that has anything other than virtual (in the most literal sense) customer service. Customer service is handled by an AI bot (with limited 'I') and anything complicated is referred back to the customer services email. The customer services email is unmanned and refers you back to the AI bot. So good luck if you receive a faulty bed or you order the wrong size. You ain't getting a refund or replacement! Nice and circular! In my case, I paid for 24 hour delivery and was provided with standard delivery. Tough luck! No chance getting that amended or any kind of repayment for my overpayment. The bed itself is fine, but since the company is owned by a holding company in Italy, it's unlikely that you'll benefit from any consumer legal protection. Don't be fooled by the marketing emails from Maria - she's a bot too. Buyer beware. This company is an offshore company, using a UK fulfillment company to store and ship cheap dog beds, They're more expensive than they ought to be, and as there's no real people running the company, there is simply no chance of getting complaints or issues resolved.

I honestly cannot recommend these beds highly enough! I bought one for my very fussy (old!) cocker spaniel who has been tried on MILLIONS of beds, to the point where we gave up and let her sleep on the spare bed…..until now!!!!! This diva of a pup now sleeps nowhere else but this bed (unless she comes up for cuddles when hubby is out the bed 🤣) and she looks so comfy and cosy! It makes me emotional just watching her, knowing that we have finally cracked her comfort in her older years, I wish I’d found you years ago! Thank you so much!!!

This company has now changed its name to Natural Calm. I ordered 2 beds for my dogs and within 10mins tried to cancel. The order obviously hadn't been shipped. Well it's impossible to cancel despite what they say in their terms. I have copies of emails I sent but what do you do when they just send automated replies. The quality of the beds is 3rd rate. So don't go near. They are a scam.

How do I send a dog bed back as I can't get hold of returns department. Have had a reply waiting refund now

We got a new rescue dog He had had 3 homes and been return to rescue. When we saw him a lovely French bulldog we decided to take him on, we were retired and had time on our hands.
He was so unsettled when we got him home. Tummy upset, barking all the time and to top it all biting. We decided to try a calming bed they were on offer we thought why not. We had to try something.
The bed arrived, I warmed it on the radiator then offered it to Bertie.
It has calmed him, he got his first long sleep and woke up feeling better.
He sleeps all night in tgr bed in our room, then has it available all day
The difference is incredible.Bertie is now a happy dog.
Thanks to his calming bed from Bella and Toby.

Easy transaction. Item as described. Recommended

Ordered a dog bed from Bella and Toby September 2024 for £60, mainly due to reviews. Arrived very vacuum packed and flat, said it would take a few days to fluff up…it never did. Replaced it in January. Not good enough at that price! Contacted customer services and received a stock reply telling me I was out of 30 day return period…so nothing they could do, however I expect an expensive dog bed to last more than 4 months, so expected something! Very poor and would not recommend

Buyers beware...Having sent out the wrong colour and size to me, I wanted to return the dog bed I ordered, so I contacted customer services which is a chat bot continually repeating itself. Having followed the instructions to obtain a refund which was to send a photograph of the opened dog bed to them, I was told I would receive a full refund immediately, but not to return the dog bed to them but to donate it to a dog charity....?! Not even an exchange process offered. Needless to say here I am still with a dog bed that I cannot use, and no refund received..... There was no paper work in the parcel either, receipt, return form or otherwise. Checking out their address details online, there is no way of physically contacting them whatsoever. To try and resolve this I recently opted to try an exchange so they asked for £3.00 more to be paid by BACS transfer... When I declined BACS I paid through Paypal to give them the benefit of the doubt. From the date of order on 48 tracked delivery no bed has arrived 16 days on, when I checked the tracking system with Royal Mail it was still stuck in distribution. I contacted Vittoria the only person you hear from in the whole company by way of email who said 'Royal Mail' had lost the item. I contacted Royal Mail who said they had not received the item and I think I believe Royal Mail! I told them the whole story so far, 2 months on and was advised to take further action. Having told Vittoria that I had checked up with Royal Mail on her email, they immediately sent me out yet another order to replace the bed this time with no tracking of the item, so I am giving it 48 hours express delivery before I take the matter to Trading Standards which I have informed them that I will. Update 2nd April 2025, so this has been going on since January 28th 2025, I received another dog bed after saying I would involve Trading Standards, having ordered Beige originally and been assured by Vittoria she had informed her warehouse to send me beige or brown I received a CREAM coloured bed again!! so the order remains incorrect for the second time, when I told them via email they said I was not entitled to a refund again until I sent a photo of the bed unpackaged which I have now done, currently no response from them having now asked for a full refund. Nothing rings right about how this company is operating, if you click on their refund terms now you cannot access them, and only one person working in the company via email with a Chatbot your only form of communication? It appears if you get the right dog bed you have dodged a problem, but if it's wrong or faulty there is no straight forward, normal returns and refund solutions being provided. The extra £3.00 they wanted from me was to purchase a Royal Mail label which anyone can do to get a tracking number, it's not proof the item has been shipped to you as confirmed by Royal Mail. Fortunately I paid by my credit card and PayPal and can start the process to try and recover my money through them if no solution is found which I doubt there will be, other than I will take this further to stop this happening to more people as it seems there are many poor reviews on here reflecting my experience, and it appears they have also now changed the company name to Natural Calm, I wonder why? The company You receive a receipt from for your purchase is just an office registered in London and my second bed arrived from a distribution centre in Rugby. I think they have a job lot of cheap cream dog beds from China coming into the UK which are being sold for far more money than other similar products. Do your homework if you chose to purchase and be prepared if you get the wrong product...do check out all their details on Companies House website before you do it's quite insightful....

Firstly the dog calming bed is wonderful and our dog is overjoyed with it. Surprised and disappointed that the bed came with no invoice, instructions or other details though.
A mat was ordered at the same time but did not turn up and there was no explanation from you. It took a couple of contacts to get the information that it had just been dispatched, but not received yet. No apology for the delay

Absolute rip off - just found exactly the same bed in B&M for a fraction of the price!
Package arrived completely squashed with so much tape round it (it was very small) and the material isn’t very strong - won’t last 5 minutes!

I ordered a dark grey dog bed for my Greyhound and they sent me a cream coloured one. Whoever did this order must be colour blind. I doubt I will be ordering from them again.

UPDATE - WHEN I MANAGED TO CONTACT CUSTOMER SERVICES THEY WERE EXTREMELY HELPFUL AND QUICKLY SENT REPLACEMENT BEDS WHICH I RECEIVED IN A COUPLE OF DAYS. ADDED TO WHICH THEY DONATED THE WRONG SIZE BEDS TO A RESCUE CENTRE. CHANGING MY STAR RATING TO 5. Wrong size beds sent - trying to contact customer services is like trying to catch a fish in a barrel. Only contact forms and emails - what happened to speaking to customers on the telephone? Very frustrating.