Scratchandnewton Reviews 18

I have bought several items from Scratch & Newton including a hutch and relevant covers.
The items are good quality and when I had an issue with a faulty rain cover they phoned me swiftly and rectified the problem.
The customer service received was excellent and it was nice to actually speak to a person.
Would definitely recommend their items and them as a company.

After buying hutches and covers from pets at home for years that didn't last and were poor quality I came across this website after searching on Google for alternative hutches. I purchased the 6ft double hutch with thermal cover and hutch hugger and im blown away by the quality of all the products purchased compared to pets at home products. Definitely 10/10 and I know this hutch will last and I will not get problems with damp due to poorly made covers. Peter answered all my emails promptly, was very helpful and polite with me so im unsure how they have recieved bad reviews because I honestly can't fault anything. I know where I will be going in future for any products.

Absolutely terrible customer service. I ordered something for next day delivery, no sign of it 5 days later. Managed to speak to quite possibly the rudest man in existence who was incredibly condescending and cancelled my order. Avoid this company at all costs.

Waste of money, over £70 iv paid for what is a thin piece of foil could have made this myself for less, rip off for what it is and you can’t even attach the sides together so they fly everywhere in the wind.

Saw some negative reviews so was wary about ordering from this website. I ordered a hutch cover - it arrived within two days (free delivery). Really pleased with the product and service. Would definitely purchase products from here in future.

I purchased a dog pool in the winter. I got the item out of the packaging last week. (5 months later ). I found it was damaged. I emailed the company with a picture. A couple of days later I had a replacement at my door. Excellent service.

Exceptional customer service, phone call from them next day after querying issue with cover found out user error was likely but still sorted it out. Really pleased with purchase a year on.

Absolutely amazing customer service. I emailed regarding a query late one evening and received a phone call the very next morning, Peter was extremely helpful and knowledgeable answering all my questions and resolved my query. Highly recommended and such rare to get such a personal service. Thank you! Great work!

I have had several products from this company over the past few years and have always been very happy with the product and the service. Unfortunately though, the last item i received (which was a hutch cover) there was an issue with after a couple of months of use. I contacted Scratch and Newton via email and received a reply within an hour stating that they had tried to phone me. I emailed them back and within 15 minutes they called again. That in itself is a miracle nowadays, to actually receive a phone call and speak to a human! The person i spoke to was very friendly and helpful. I was extremely impressed with the response i received and a replacement item was dispatched the same day. The service i received was much more personal than you tend to get in today's modern world and that in itself means a lot to me. I'll certainly be using them again in the future! Thank you

A very helpful lovely company with brilliant old fashioned customer service.

I ordered a hutch cover which arrived damaged in transit.

A phone call to the company resulted in a replacement being sent out in the next post.
Excellent product and excellent customer service

I was sent the wrong item scratch and newtons mistake, the customer service I received or lack of was dreadful being blamed for the post office not taking the parcel back because of a hand written label saying freepost!! They wanted me to try to return the item a 3rd time at my own time and expense and when I asked them to collect it from my home, the guy who has no customer service skills turns up outside your house!! Very strange company would avoid and shop elsewhere. It's not worth the hassle and upset they caused!

Excellent customer service. Would definitely recommend.

Amazing customer service - had issue with hutch hugger which they rectified incrediblely quickly. Would definitely recommend and will be purchasing from Scratch and Newton again.

I searched for a good quality hutch cover and came across scratch and newton which appeared to be very reputable. I purchased a hutch snuggle, a hutch cover and 2 bunny heat pods for the cold winter weather. All the goods are extremely good quality and I'm more than impressed by the selection of items available for pets (that I didn't even know know existed for animals.) delivery was also fast and efficient. I shall definitely be a ' forever' customer now. I also received some brilliant advice via telephone conversation, these people genuinely care about their service & products. Ps. Be aware of scam money off vouchers for this company, offered via unscrupulous websites, these are not legitimate. Scratchand newton will try take them down if you make them aware of it, as I did.

Large galvanised Run.
We purchase this 2 months go. Our bunny loved the free space to run and do binkies in. Unfortunately he ran so fast from one side of the cage to the other he wedged his head through the bars. We struggled to set him free and ended up having to cut the bars. Unfortunately he damaged his back legs during his struggle and had to be put down.
He wasnt a small bunny and has been safely using it without problems .
I contacted the company direct out of curtousy to let them know so they could review the design of the bars.
Instead of having long up and down bars ,maybe add some mesh or more criss cross bars to prevent this ever happening again along the bottom section .
I was told they have been sellng this product for 15yrs and never had a problem!
Rather than being greatful for the suggestion to prevent any further harm.
I appreciate its advertised for adult rabbits. Our bunny was 5 months and definatly not small. He couldn't fit through the gaps, he force himself from the sheer speed he hit at it from awkward angle.
It was a pure accident thats why i felt i needed to call them directly rather than complain. But unfortunately the conversation left me feeling more upset.
Please add more bars to the run to keep the animals safe.
It could easily happen again

Discovered by accident when we went looking for a meadow/Timothy hay blend for our guinea pigs. Outstanding hay - never had any better - and the staff are friendly, helpful and very human. Deliveries by courier (DPD for us, mostly), always fast and reliable. Recommended without hesitation on all fronts: we're customers for life now that we've found them.

Nicest customer service I’ve ever had to deal with. Great covers for rabbit hutches