Purchased the Christmas advent calendar and it arrived in the specified time frame, even though, through my own fault, I originally put my old address. Khya was very helpful and still sorted everyth... See more
Company replied
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The biscuits could be good, but God forbid if you need their customer service, as already mentioned here as arrogant and borderline rude. The order took ages to arrive and arrived partially fulfille... See more
Company replied
Fluff and crumble never disappoint , the iced patisserie dog biscuits always have a fun twist to it . There are a Large selection to choose from and are 100% natural with zero sugar . Archie , my jac... See more
Company replied
I cannot recommend this lovely brand enough! Not only are these the cutest dog biscuits I have ever seen, the customer service is excellent, turnaround times are super quick, and the lady behin... See more
Company replied
Company details
Written by the company
Award-winning bakehouse for dogs, specialising in artisan treats and bake-at-home mixes, handmade in small batches in our workshop in England. 100% natural, grain-free and sugar-free recipes for delicious treat times, sure to make a lasting impression.
Contact info
Unit 2 Talisman House, 47-49 Bath Street, WS1 3BX, Walsall, United Kingdom
- 03301332475
- Woof@fluffandcrumble.com
- fluffandcrumble.co.uk
3.9
Great
26 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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Purchased the Christmas advent calendar…
Purchased the Christmas advent calendar and it arrived in the specified time frame, even though, through my own fault, I originally put my old address. Khya was very helpful and still sorted everything for me. The calendar and biscuits are perfect, as all Fluff and Crumble products have been in previous orders.
Thanks so much, Fluff and Crumble.
26 November 2025
Unprompted review
Reply from Fluff & Crumble
Thank you so much for your lovely review. It really does mean a lot, especially with it being our busiest time of year and everything being made by one pair of hands. I am glad your advent arrived safely and the address hiccup was sorted!
Many thanks
Khya
Fluff & Crumble
The arrogance of Khya
The biscuits could be good, but God forbid if you need their customer service, as already mentioned here as arrogant and borderline rude. The order took ages to arrive and arrived partially fulfilled, with a written nome saying the other items would arrive in due course. My concern was that I received an email saying that ALL items have been dispatched. I then spent my precious time and politely asked them to partially refund me, as they were sending mismatched messages. Khya has been extremely arrogant, never apologised and swiped the issues under the carpet. I felt quite disrespected and neglected, as I did pay for it. I had to threaten Khya to raise a dispute with my credit card for her to say she would refund me (I'm still not sure if she really will). I bought the items 2 weeks ago, they're for a friend I'm seeing this weekend and I won't see her again very soon, but Khya doesn't care at all. Khya should work for the NHS, or maybe she already did for many years. Never again. Plus, some biscuits on the advent calendar don't even have any icing. It's a rip off.
Update: the company is now trying to delete my post, claiming that is not genuine. This is the reason why they have only a few bad reviews.
Khya being Khya.
28 November 2025
Unprompted review
Reply from Fluff & Crumble
Hi Tatiana,
I’m disappointed to read your review, as it doesn’t reflect the full picture of what happened or the experience customers usually have with my small business.
Your advent calendar was a preorder item with a stated dispatch window of 14 to 21 November, and it was sent within that timeframe. A handwritten note was included inside your parcel on arrival to explain that your order would arrive in more than one delivery. For clarity, the advent description and product photos also show that the calendar contains a mix of iced and non iced biscuits as part of its design.
The dispatch email listed all items together because the system triggers the notification once labels are purchased. The handwritten note provided the correct information about what was actually on the way.
After receiving the advent calendar on 26 November, you requested a cancellation on 27 November because you were worried the remaining items might be stolen, even though the first parcel had arrived safely. Nothing at that stage suggested you needed the items urgently for the weekend. Had that been mentioned at the outset, I would have done everything I could to help.
On 28 November, you advised that you would raise a dispute and leave a negative review. Within thirty minutes of that message I processed a full refund for the second personalised parcel, even though it had already been prepared. Due to Shopify’s processing times, the refund notification was sent to you on the morning of 29 November.
I’ll be reviewing how split dispatch messages appear in future so customers have clearer information upfront and there’s no room for confusion.
I take genuine feedback seriously and have built a strong reputation over the last five years. So it’s disappointing to see a review that doesn’t fully reflect the situation and includes personal remarks. I’m sorry you didn’t have the experience you were hoping for, and I hope your dog enjoys their advent treats.
Many thanks,
Khya
Fluff & Crumble
Great products
Fluff and crumble never disappoint , the iced patisserie dog biscuits always have a fun twist to it . There are a Large selection to choose from and are 100% natural with zero sugar . Archie , my jack Russell loves the treats and gets excited whenever he sees the fluff and crumble cookie jar . I made several purchases and each time I been very happy with my order . Beautiful packaging and quality products . May your company go from strength to strength as you are making lots of fury babies happy 🥰❤️
10 March 2025
Unprompted review
Reply from Fluff & Crumble
Hey Fazlin,
Thank you so much for this amazing review! We’re absolutely delighted every time we see your name pop up. Archie’s excitement makes it all worth it - your kind words mean the world to us. We truly appreciate your continued support and are so grateful for customers like you. Wishing you and Archie all the best, and we can’t wait to share more fun treats with you both in the future!
Many thanks,
Khya
Fluff & Crumble
@Ladylolaofwestsussex absolutely loves…
@Ladylolaofwestsussex absolutely loves her fluff and crumble biscuits every time! Always made so well and look incredible. The attention to detail is amazing!!
26 February 2025
Reply from Fluff & Crumble
Hey,
Thank you so much for taking the time to leave such a lovely review. We're so happy to hear that Lady Lola loves her Fluff & Crumble biscuits! We put a lot of care into every detail, so it means the world to hear such lovely feedback. Give her a big hug from us!
Many thanks,
Khya
Fluff & Crumble
Beautifully made
Beautifully made, fast delivery! My rescue pup loved her valentines cookie!
10 February 2025
Reply from Fluff & Crumble
Hey,
Thank you for the lovely review! We're so happy to hear your rescue pup enjoyed her Valentine’s cookie, and we're glad the delivery was quick. Your support means a lot to us!
Many thanks,
Khya
Fluff & Crumble
We would give more stars if we could
We would give more stars if we could. We love how beautifully iced and perfectly packaged your biscuits are and they’re so delicious too, lots of licks Peanut & Beauty
2 December 2024
Reply from Fluff & Crumble
Hey Michelle,
Thank you so much for the glowing review! We’re thrilled to hear that Peanut & Beauty are enjoying their treats, and we’re so glad you love the icing and packaging. Your support means a lot to us, and we’re so happy to be part of their treat time!
Many thanks,
Khya
Fluff & Crumble
Reply from Fluff & Crumble
Hey Susan,
Thank you for the fantastic feedback! We're so glad to hear that you're impressed with our products. We look forward to having you as a repeat customer! Your support means the world to us.
Many thanks,
Khya
Fluff & Crumble
Absolutely fantastic customer service
Absolutely fantastic customer service. Responds straightaway and is so helpful. Products are fabulous too…all my dogs think so
25 November 2024
Reply from Fluff & Crumble
Hey,
Thank you so much for your kind words! We're thrilled to hear that both our customer service and products have made such a positive impression. It's great to know your dogs are enjoying everything too! We truly appreciate your support.
Many thanks,
Khya
Fluff & Crumble
Such beautifully made dog treats
Such beautifully made dog treats, love that they are healthy ingredients and my girls absolutely love them. Great service and delivery and will absolutely be ordering again and again ❤️
18 October 2024
Reply from Fluff & Crumble
Hey Emma, thank you so much for taking the time to review our treats! We’ve made a lot of positive changes over the last few months and are thrilled to hear that you and your girls are loving them! It means a lot to us that you appreciate the healthy ingredients and have had a great experience with our service and delivery. We're constantly working to improve, and knowing our treats are a hit with your pups makes it all worthwhile. We look forward to serving you again – thank you for being a part of our Fluff & Crumble family!
Thanks
Khya
Fluff & Crumble
Buy your dog biscuits from here!
Buy your dog biscuits from here!! I have made several corporate orders and every time the biscuits have been perfect. The designs are so very lovely and are always delivered on time. 5 stars!
23 May 2024
Unprompted review
Reply from Fluff & Crumble
Hi Lydia ! Thank you so much for your fantastic review and for choosing us for your corporate orders. We're delighted to hear that our biscuits have consistently met your expectations in both design and delivery. It’s wonderful to know our creations have made an impression, and we’re thrilled to have earned your 5 stars! Looking forward to hopefully working with you on more biscuit orders in the future!
Thanks
Khya
Fluff & Crumble
Find alternative
Ordered 3 weeks in advance, didn’t have confirmation of dispatch until after 12 working days. Took 6+ days for delivery (which I get is out of the companies control) however when I messaged team on Instagram, it was if they didn’t care at all. Biscuits finally arrived nearly a week after the event I needed them for. Biscuits were lovely presented. Unfortunately ordered them for a dog party and weren’t able to take.
Biscuits in general look great, ingredients look ok. Just unfortunately would never order again due to dispatch time and rude customer service.
22 April 2024
Unprompted review
Reply from Fluff & Crumble
Hi, many thanks for your review. We are very sorry that you haven't had a great experience.
Following your order on the 7th April, we sent a dispatch email to you on the 17th April, which is in line with our dispatch time of 7-10 working days. We advised on an estimated delivery time via Instagram that was based on our dispatch time and the delivery service that was selected. As a gesture of goodwill we also provided you with a refund for part of the order as you'd missed your event, despite the order not being late. I'm sorry if you felt our exchange was rude.
I can see that your order was delivered in two weeks and within our advertised timeframe, however we are very sorry that you weren't able to take them to your event.
We appreciate that our customers have to wait up to 10 working days for orders to be dispatched and we are currently working on cutting this time down. Our dispatch lead times and estimated delivery dates are visible on the website and on the checkout to give our customers transparency on when to expect their orders and to avoid any disappointment.
We are happy that you liked the biscuits and we hope your pup does too and we would like to welcome your feedback on how we may be able to improve visibility around our dispatch times to help keep our customers informed. Please feel free to forward any comments to woof@fluffandcrumble.com.
Thanks again for taking the time to review.
Fluff & Crumble
Excellent quality
Excellent quality, first class service with unbelievable attention to detail and our pup thinks they are yummy! Highly recommend 👌
21 December 2021
Reply from Fluff & Crumble
Thank you so much for your wonderful review! I’m so pleased to hear that your pup has given us the seal of approval. Many thanks for giving us a try your custom is truly appreciated!
Many thanks
Khya
Fluff & Crumble
Pupdate!
Received treats for my puppy today. Good communication, packaged well and they certainly went down a treat! Will definitely be using regularly. Excellent products and company. Louie loved them! 🐾
2 September 2021
Unprompted review
Reply from Fluff & Crumble
Hey Megan, thank you so much for your wonderful review and for giving us a try. I am thrilled that Louie enjoyed his biscuits and hope to hear from you again soon! Happy munching Louie. Thanks, Khya @ Fluff & Crumble.
Really happy overall with the biscuits…
Really happy overall with the biscuits received, the customer service was excellent and product also. Thank you very much :)
7 February 2021
Unprompted review
I ordered some personalised biscuits to…
I ordered some personalised biscuits to add to my small companies valentines orders, they were absolutely perfect and my own pups loved them too! The customer service from this company has been exceptional, highly recommend and will be back for more very soon! Thank you x
7 February 2021
Unprompted review
Absolutely love this company!
I cannot recommend this lovely brand enough!
Not only are these the cutest dog biscuits I have ever seen, the customer service is excellent, turnaround times are super quick, and the lady behind it all is honestly the most lovely person ever, she's super friendly, very accomodating, and she will always answers any questions you may have very quickly too!
@teddy.thecockerspaniel_ absolutely loves their treats, he demolishes them, and he's incredibly fussy, so these will definitely go down a treat with any fussy pups out there! I also absolutely love how it's grain-free too, and that everything is 100% natural, and sugar free. We can't wait to order more from them.
Overall, would highly recommend Fluff and Crumble to any dog owners out there!
23 January 2021
Unprompted review
Reply from Fluff & Crumble
Hey Amber,
Thank you so much for taking the time to leave such a lovely review. It means a lot as a new and very small business to receive such positive feedback.
I really appreciate your custom and I am over the moon that Teddy enjoys his biscuit mail! I hope you enjoy your latest batch of goodies and hope to see you enjoying even more treats soon.
Thank you for your order and kind comments,
Khya
Disappointed
Disappointed! The product itself is alright although there are a lot better products offered by similar small business out there. The problem is with customer service, which I found to be impersonal and borderline rude. I would not recommend to anyone, all the excitement of order anticipation was ruined and overall encounter with this brand itself was just ‘meh’.
11 January 2021
Reply from Fluff & Crumble
Hi Loreta,
Thank you for your recent review.
We aren’t aware of any order that you may have had with us, but I am very sorry if you had a disappointing order experience.
As a new brand we are always looking for ways to improve and we welcome customers to approach us with any concerns in the first instance, so we can work to resolve any issues to make things right. If there’s anything in particular you’d to like to discuss, please get in touch at woof@fluffandcrumble.co.uk and I would be happy to help.
Thanks
Khya
Fluff & Crumble
Tasty and beautiful dog treats!
Wonderful dog treats which my fussy bunch enjoyed! Cannot wait to buy some more in the new year. It’s a big paws up from our 4!
22 December 2020
Unprompted review
Reply from Fluff & Crumble
Thank you for your review Emily! I'm so pleased to see we passed the taste test! Thank you for giving us a try and I look forward to you trying some more of our range in the new year!
Thanks
Khya
Fluff & Crumble
Excellent company
Excellent company! I received the cutest biscuits for my pup. He adores them and the customer service is top notch.
Thank you, my pup can't wait for me to buy some more 😂
2 December 2020
Unprompted review
Reply from Fluff & Crumble
Thank you for your kind comments Emma - much appreciated! I'm so pleased your pup is enjoying his goodies and I hope he's waiting patiently for his next batch! Thanks so much for giving us a try and I wish you a very Merry Christmas and a Happy New Year!
Thanks
Khya
Fluff & Crumble
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