Kertem Reviews 38

I ordered a weighted animal, but the item I received was completely different from the images on their website. The arms were significantly shorter, making it impossible to use as advertised, and the weight was only around 500g.
More alarmingly, all care tags and safety markings had been intentionally cut off, making it impossible to verify its safety or origin. When I requested a return and full refund, the customer service repeatedly tried to stall the process by offering tiny, incremental partial refunds instead of a full refund.
I eventually had to contact my bank to initiate a chargeback, which was successful. Please stay away from this shop—they are misleading and deceptive.

Do not purchase from Kertem
They will provide you with a miniature version of what they are selling - using images from “pulse of potential” which is a legitimate seller. Kertem is not legitimate.
They are illegally ignoring consumer requests for refunds, despite being within the 14 day window with rights to return the items.

I ordered a weighted sloth,called Sunny the Sloth. It is really small,has no original marking and is not weighted. This is a cheap replica,of the original and not worth the money.

I cannot praise this company higher. I purchased the large Panda for my adult grandaughter who has the worse form of ADHD. These weighted soft toys are particularly calming for sufferers of anxiety.
Unfortunately I received the smaller panda with shorter arms, not what I ordered however, after a polite email to Kertem they couldn’t have been more helpful and very kind. They apologised profusely and offered several options to rectify this, of which all were beneficial to myself. Their emails were sincere and customer service was the best I have ever experienced!!!
I don’t understand how they can have such a low rating. Looking at the reviews I know I am not the only person to receive the high quality customer service. I feel that possibly it is because one is always ready to write a review if a bad product or failing customer service is experienced yet reviews are rarely produced if everything is fine and acceptable.
It’s sad for this company as they do not deserve such a rating!!!!!

Unfortunately you cant get a lower rating than one star!
Please do not purchase a weighted animal from them! They use the same names and images of more reputable companies and say this is a weighted product of 1kg! According to the package details mine was way under 0.5!
Customer Service is ridiculous and so patronising and are trying gaslight me into backing out of a refund request.
If I don't get one soon I will be speaking with trading standards and the company who actually produces the "Pookie" to see if they are aware of the copyright infringement
I have ordered from another company and won't ever purchase from Kertem again! Shocking!

I ordered a large size pookie panda and was disappointed when one half the size arrived 😞

However credit Kertems customer service, they offered me a similar size 2nd one or red panda etc, or £10 back.

Then when I declined they said that they would have the larger panda in stock in February if I wanted to wait. I accepted this and true to their word the larger panda- as advertised- panda arrived and I am more than pleased with how things worked out

Awful product . STAY AWAY FROM THIS COMPANY. Total rip off and refusing to refund . Ordered a panda , it was half the size advertised with no weight in it . The customer service is terrible . Refusing to refund.

False advertising. Do not order it. The cuddly sloth is about half the size it appears in the pictures, it is not able to put its arms round your neck. It is just a kids cuddly toy. If it is weighted then I can't tell. Total disappointment and utter waste of money. I will be reporting and getting a refund.

I purchased a red panda for my adult neice from one of their adverts. I checked reviews, which all gave glowing reports of quality and practicality. Of course that was on their own site.
Upon receiving the item it was so small it was not fit for purpose. Would not have even been suitable for a 5 year old.
I emailed them straight away. And received email back within a few days. They were very polite insisting my satisfaction was their main aim.
A week later, I was still trying to get the guaranteed no hassle refund, advertised. They blamed me for not checking the size. Offered a larger size and 10% refund. Which I ageed to. I just wanted it before Christmas. They totally ignored that, and continued with more options. Their first offer was 10% refund, which apparently, 'most of their customers prefer'. Then 15%, then 20%, eventually their top offer was 50%. I refused again and said I was happy to return the item for the full 'no hassle' refund. They finally sent me a return address with a list of rules to follow for the return. How it had to be packed!! It was delivered in a plastic bag! Also I had to supply the name and phone number of the courier that would be delivering it, so they could track it at all times!!! It's a stuffed bear..not gold bullion! I also had to send photos of the item in and out of its packaging. In the end I gave up and accepted the 50% offer and still have the item. Which I will give to my friends dog. Very sneaky company. Avoid at all cost.

After receiving both the panda and the sloth it become obvious the arms are not as long as shown in the marketing photos so too short for even my smallest grandchild 10yo now both children have two expensive teddies not the hug I’d promised them contacted customer services who now want a photo of said children with the product plus cost of return is my responsibility if the arms had been displayed more accurately I would not have purchased

Order didn’t arrive in time for Christmas even though ordered a few weeks before. Ordered 4 huggable bears. Absolute joke! They are tiny and no weight to them whatsoever. False advertising! What a disappointment! Avoid this company at all costs!

Unsure why this company has such bad reviews, yes they got my order wrong but could not have been better at sorting it out! Their customer service team are fantastic, big shoutout to them, either replied to my email that day, or the next at latest. I can honestly say I had better service from this company than most I have ever dealt with. I wouldn’t hesitate to buy from Kertem again in the future.

Price changes, wrong item sent, from China not the UK, long delivery times, avoid! I agree with other reviews that the weight is less than it should be and the arms are not long enough. Disappointed. They didn't have the item I ordered so sent a different style instead with the addition of a small version on the item I wanted. Not acceptable, I wanted what I had ordered not what they sent. When I contacted them they seemed to think the additional item made up for this. I will continue to complain but don't expect to get anywhere.

Ordered the weighted Koala for our autistic son, what arrived didn't weigh 1kg, it weighed 420g and the arms were nowhere near as long as their photos. Their reply was that it is exactly as specified and we need to spend time with it to appreciate it. Absolute nonsense, I shall continue to fight for a refund!

Ordered 5 weeks before Christmas as a gift and it didn't arrive i definitely will not be buying anything from them again.

Kicking myself. I do often read Trustpilot reviews, but on this occasion I didn't - and I was caught too. Tiny toy animal, probably less than half the size of the one I was expecting, and just not fit for purpose at all.

And then when I asked for a refund, the familiar story...their replies (some AI generated it looks like) trying to up-sell or cross-sell me something instead and simply ignoring my request for my money back. One even said that they were "very happy" that I'd received my item, "that's exactly what we aim for" - as if just managing to successfully ship something (in this case the wrong item) is some kind of cause for celebration.

Blatant, and really quite shocking.

Am still battling.

Avoid these people.

Update Dec 19: Now on email number FIVE and they are still giving me BS - offering partial discounts on another product, a 50% refund, insisting (twice) that I send them a photo before they send me return details. It would be funny if I wasn't so angry. Basic, obvious scam tactics.

Further update - After their final attempt to get me to send it back with all sorts of ridiculous requirements about taking pictures, sending them
tracking details, paying the postage, plus a very short deadline (cutting right across Christmas), I got my bank involved, threatened to report them to Trading Standards and quoted the law at them - they do have a UK address (though they ship from China) so they are bound by it. The ridiculous scam emails stopped and I then got a full refund without sending the product back.

Don’t just give up and accept the scam, worn down by their email tactics. Get all your money back from these crooks.

Awful , not as described and very poor communication. Was offered a £10 refund!!!! I paid £31 for an animal that isn't big enough to be huggable. I then got offered the option of a new range of bigger animals . Scam scam scam . Stay away!!!

Would give them a 0 if I could.
Do not order from this site. Wish I read the reviews first.
Order 2 weighted animals in Nov as Christmas gifts. Still not arrived.
Tracking number doesn’t exits.
Never reply to any emails.
Says it’s a UK company but it’s not there in China. No way of getting my £54 back

Do not buy from this company i ordered an item before reading the reviews, so glad i did i straight away asked for a refund it took about 10 emails back and forth for them to give me any refund

I have never given a one star review before, but this company doesn't deserve any stars. It's basically a scam. I don't know whether I'm angrier with them, for taking over £30 off me near Christmas, or myself for falling for it. As others have said, the 'weighted' sloth I ordered arrived less than half the size of the ones depicted on the website, and less than half the weight. This made it useless as a weighted cuddly. I sent an email saying I wanted to return it, at their cost, for a full refund, and they sent me an insulting email back offering some money off. I emailed back again to say that I insisted on a refund as the item is significantly not as described. I don't know what will happen but I won't give in easily. I really wish I'd read these reviews first, though. I did read the ones on the website, but I now think they were probably all fake.