Pawlibra Reviews 139

It’s been 2 weeks since I ordered. I’ve sent two emails and reached out three other times. I’ve had no updates and no responses. This was a special gift for my wife, whose dog was her best friend. Her birthday is around the corner and now I’m not sure where this gift is. I’m frustrated and disappointed in this company. If I don’t get updates this week, I am filing a report with my credit card company and also BBB.

DO NOT BUY FROM THEM!
I ordered a pillow in the beginning of March and it took a LONG TIME to come. I finally got tracking and it was delivered to the wrong house. I called and told them to please reroute it, and their response was “we cannot reroute it, and we are going to destroy the package once it arrives back to our facility”, DESTROY IT? I PAID FOR THIS! I told them I do not want it destroyed and that I want my pillow. They said they’d ship out a replacement if I paid $4.99 via PayPal. I did. Got tracking on the new shipment, AND THAT ONE NEVER ARRIVED EITHER. I literally have tried calling the paw Libra phone number and it doesn’t even ring. It just beeps “user busy” and hangs up!!! I’ve emailed them 4 times asking where the package was delivered to because I didn’t get it and NO RESPONSE. This place is a scam!!!

Where do I even start?! They are absolutely terrible!! I have had nothing but issues from them. I ordered some stuff late last year and waited months for it to arrive even though they state on their website that its 5-10 working days for manufacturing and then 7-20 days for shipping. Sure a few days longer than that I can understand but a whole month?! Thought I’d give them another go and ordered a second item but left enough time for it to arrive as it was gift and it still waiting. It’s been almost a month and it’s still “manufacturing”. Their website even boasts about most things arriving quicker.

I ordered a “customisable” blanket but when I asked for it to be customised they said no they couldn’t customise that item. WHY SAY CUSTOMISABLE THEN?!

I’ve tried contacting customer service multiple times and now they’re just straight up ignoring me and won’t reply.

I strongly suggest trying to find another company to purchase your items from.

This is my second review, not to spam the site, but to update without editing material from my original review. It has now been over a month since I have gotten a response from this company. For those that don't know. I received a customized pillow with streaks across it from what looks to be a machine from their factory. I emailed the day of arrival (which took forever) and didn't hear back. Once I finally got a response, they offered ONLY a 20% refund. I responded that since this error was not my fault I should get an exchange or a full refund, with which I didn't hear back for 3 months. I emailed again and again, to no avail. It wasn't until I wrote my first review on this site that I got a response. This time they offered 40%, but still, I either deserve a full refund or an exchange. Which quite frankly I would choose the refund over the exchange as this company is TERRIBLE.

My suggestion: NEVER BUY FROM THIS COMPANY!!!
Why?: Customer service SUCKS, quality SUCKS, and exchanges/refunds SUCK!
DO NOT BUY FROM THIS COMPANY!

Our custom pillow is a perfect likeness of our Tzu Zoey! The fabric is soft and I love that the background is white.

Do not order from them. They don't put enough stuffing in, so the face looks deformed and that head won't even stand up. They ship it rolled up in an envelope, not in a box so after the 4-5 weeks shipping time.. and rolled up so tightly for that long.. there are permanent wrinkles in it. When contacted, they offered a 30% refund which will not even cover the extra stuffing I have to buy.

Pawlibra sent us a pillow through Instagram as a gift and I adore it. It is beautifully hand drawn & so so soft!

Thankyou again, @Lunazorrolife

So this is my first time using this site. I ordered a custom pillow with my best friends dogs face on it. This is what they had noted for shipping on their website:

"Most orders are dispatched within 5-10 working days.

United Kingdom, United States, Canada, Australia: You can expect your package to arrive in 7-20 working days.

Others: 15-20 working days. These are estimates and often arrive quicker."

I placed this order on 3/1/2018, so at the VERY latest should have gotten the pillow on 3/21/18. The way they word the shipping times also makes it pretty clear the package usually arrives quicker. My friends birthday was the 14th, so I took a bit of a risk thinking it would come within 13 days, and that's definitely the last time I do so because I STILL haven't received the package.

They sent me an email stating my package had been shipped on 3/15/18, this is what the tracking number took me to...

"2019-03-21 05:19
Origin Post is Preparing Shipment -> We have received notice that the originating post is preparing to dispatch this mail piece."

NOTHING was even posted within the tracking number for 6 days?? and after the 6 days still no updates? This package was "shipped" according to PawLibra 13 days ago and I still have no updates or anything.

I emailed them about it weeks ago and they just said they were sorry, but it'll be late because they are backed up on orders, like OK?? Maybe warn the customer before they pay for it and submit the order. Didn't even offer any kind of discount or refund....

I understand companies can get behind, but this is ridiculous. Especially because the majority of people using this website I assume are people getting gifts for OTHERS, meaning the shipping must be timely and accurate. This has been extremely misleading and I'm not even sure how good the quality will actually be when I do get the pillow - if I ever do. There is no good excuse for having to wait over a month for a customized pillow.

We love the products we bought and look forward to ordering more. Especially love the light up photo cube!

We got two custom pet pillows from here and a keychain and we absolutely love it! The pillows are very soft and they images turned out great. Shipping does take a while, but I wasn’t in any hurry when I ordered these. Can’t wait to order more items from here.

We got two custom pet photo pillow and we love it!! It turned out so amazing!! It was so nice that we had to order another one!! Shipping was really fast too for it being shipped from out of the country!!

I received the sequin cushion, looks great with our cat on it. The plush version of our cat looks like him and so does the cute mini key ring plush. Very nice fabrics. Postage took a while.

I received a beautiful customized necklace of great quality. It’s an exact image of my dog! I love it and people always compliment me about it :)

Paw Libra is by far the worst company I have ever purchased from. I ordered a custom mermaid pillow. Only 2/3 of the image was printed and the colors were so faded the image was almost unrecognizable. I also received the pillow almost 2 months after purchase date, missing Christmas. When I notified the company I was offered a 20% refund. After fighting with them for 3.5months they gave me only a 50% refund. If I could give them negative stars I would. Don't order from them.

Funny how they respond here within 24 hours, but it takes a week by email.
Like I would ever shop from this company again!

Sent socks with wrong cat. Then said they could not get correct one to me by Christmas. Then said they would replace order and refund me. Neither happened

I get so many compliments on my phone ring and socks, and I love that they have my dogs adorable faces on them!

The pillow and keyring are amazing. The print quality is great and they’re good sizes. We love being able to take our furbabies where ever we go on our keys. Great products.

We received the blanket.
The photo quality is good but the blanket quality and the seam could be better

I placed my order on January 25,2019
Have emailed them twice only to be told they are behind. I suggested they indicate this information on their website instead of boasting fast shipping. Would you order if you knew you had to wait months to receive your item? Worst of all this is a birthday gift! After my second email I received a shipping notification.
My other complaint is they indicate in their “about us” section that they get their materials from Japan and Germany but do not indicate their product is coming from China!!! Very misleading! I would never buy from them again and I do not recommend. Also after my complaint they removed the ability to write a review on their website!

Lovely pillow! Was super soft and extremely fluffy! Shipping was very quick too. Love having a custom item of my pet! ♥️