thepethousecompany.co.uk 

Ordered the 6 foot manor hutch. Good quality, easy fitting. Delivered quickly. We use it as an indoor house for my free roaming rabbit to sleep in at night and she loves it. Also loves eating it so not sure how long it will last. Thank you.

I wouldn't use this company again. I waited six weeks for this hutch, even though it was continually "in stock" on the website. I was given three different dates when the hutch was to arrive. I spent £18 on phone calls to find out where it was, and why hadn't it arrived. Be very careful if you have to call, I didn't realise calls at charged at 55p per minute. Even the courier didn't arrive the day it was supposed to. The hutch itself arrived with bits that had come apart; even the roof had come apart. I would have sent it back but my husband decided he could fix it - and he did after a couple of hours! Terrible customer service, poor product and extortionate phone charges.

Overall a good size of hutch for 2 rabbits however this is where the recommendation ends. We have had a few problems over the last year since we purchased this hutch to do with the quality of fixings, i.e roof extending hindges not suitable for weight of roof, quality of locks and hindges on doors of sub standard quality and strength.

The response from the customer service staff on the above issues is just as disappointing to the point that they deny having received some of my emails even though I have replied directly to an individuals email address. They find it acceptable to send out the exact same replacement hindges as to the ones that were broken in the first place which presumably through the course of the next 12 months will also break.

They also find it acceptable that the rabbit hutch cover that we also received from them will start to rot after 4/5 months use and that broken zip fixings is not there problem either.

Very disappointing experience in my dealings with The Rabbit Hutch Co.

We rang The Rabbit Hutch company 5 minutes before closing on a Thursday and ordered the 6ft Manor rabbit hutch. Had an email confirmation immediately, an email confirming despatch the next day and another email and text to let us know it was out for delivery on the Saturday. We paid for the 3-5 day delivery.
The hutch was good quality, built in under an hour by my 13yo son (with a bit of help). The cover was also good quality.
After having a bad experience with another company where we had to cancel our order, it was refreshing to have such good customer service.

Twice in a month I have ordered a hutch from this company and both times after the event have been told that it is out of stock.
When I called to query this and how it was possible that they were selling out of stock items (which are still showing as in stock a week later) I was told that if I placed an order for an out of stock item I would be called and told it was out of stock. This is awful customer service, they are fraudulently taking orders giving the impression that they have items in stock when in fact you will have to wait around 4 weeks for them and will charge nearly £15 for a next day delivery which they can never fulfil.
The reviews on their website make them look great but a little deeper digging actually uncovered may people have had the same problem.

I waited for 4 weeks for a rabbit hutch which was poorly made and not constructed of the materials described or as per the pictures on their website. See below email correspondence between myself and the Rabbit Hutch Company. It’s quite a long read, but worth your time if you are still considering placing an order with this company:
The Rabbit Hutch Co Mon 03/10, 16:11
Due to the popularity of the hutches, we have unfortunately gone out of stock slightly earlier than expected. Due to this there will be a slight delay with the delivery of your order. We are due the new stock to arrive with us w/c 17th October and we will be dispatching all orders immediately to you via next day delivery.
Claire Sat 15/10, 10:34
Can you confirm my order will be shipped asap w/c 17/10/16 please?
Claire Mon 17/10, 16:25
I have received no response to my below query and as a result have had to call your company for an update. Your customer service advisor has advised me my order 'Is being manufactured in the UK and will be delivered in the middle of next week'. I placed my order on 30th September. Having already waited for 2 weeks, this is a completely unacceptable timescale.I expect an email confirmation WITHIN 48 HOURS that BOTH items (hutch and cover) will be delivered no later than Monday 24th October. If you are unable to meet this deadline, I expect a full refund, again within 48 hours of receipt of this email and a response confirming the refund.
The Rabbit Hutch Co Tue 18/10, 11:14
I can confirm that your hutch is due for dispatch on Thursday and your delivery will be with you Friday at the latest. You will receive a dispatch notification email on Thursday containing your tracking information.
Claire Tue 18/10, 13:38
Please confirm both the hutch AND hutch cover will be dispatched TOGETHER on the same delivery van this Thursday 20th October for delivery Friday 21st October.
The Rabbit Hutch Co Tue 18/10, 13:46
Yes, I can confirm that your complete order will be delivered on Friday.
Claire Thurs 19/10, 16:08
I have received no email today with a tracking number so I'm assuming my order is not arriving tomorrow as promised. Please respond by 11am Friday 21/10/16 to confirm my order is on route for delivery the same day. I do not expect to have to call you for an update.
The Rabbit Hutch Co Thurs 19/10, 16:14
Your order is due to be dispatched tomorrow due to awaiting packaging and will be delivered on Monday.
Claire Fri 21/10, 07:36
I expect delivery by 5pm today as promised, by same day courier if necessary (any additional costs to be covered by yourselves). I'm sure if my entire order is fully manufactured and on site 'awaiting packaging', you can arrange for it to be packed and despatched this morning for delivery this afternoon. I will not accept any further excuses for late delivery.
The Rabbit Hutch Co Fri 21/10, 08:50
As much i can understand your frustration, I am afraid we cannot arrange a same day delivery, however, as explained, your order is being dispatched today and delivered on Monday by XDP. If this is too late, you do have the right to cancel your order and have a full refund. If you wish to do this, please let us know before 3pm.
Claire Fri 21/10, 09:43
As explained, I will not accept any further excuses for late delivery. My order was placed and paid for on 30th September for delivery within 2-3 days. I accepted a delivery date of w/c 17/10/16 following receipt of your email below advising my order would be delivered on a next day service when in stock. Having had to chase up my order both verbally and via email, I received confirmation my order would be despatched yesterday for delivery today as the item(s) are in stock. XDP offer an overnight, timed, Saturday delivery service. Therefore, I expect my order to be despatched today on a next day / overnight service to be delivered before 12pm Saturday 22nd October. Please confirm delivery as above and forward a tracking number before 12pm today.
The Rabbit Hutch Co Fri 21/10, 09:45
As you will not accept the late delivery, how would you wish to proceed with your order?
Claire Fri 21/10, 09:58
As below, I expect my order to be despatched today for delivery before 12:00 tomorrow. This is not an unreasonable request. Next day delivery is offered on your website as part of your service and has been confirmed via email by yourselves. You have confirmed the items are in stock and available for despatch and your courier offers the delivery service requested.
The Rabbit Hutch Co Fri 21/10, 10:02
As explained, if you continue your order, your order will be dispatched today and delivered on Monday. Due to the length of the box, i am afraid our carriers are unable to do Saturday delivery hence we informed delivery would be Monday. Once again, please confirm how wish to proceed with your order?
Claire Fri 21/10, 10:12
Due to the length of the box? Please don't treat me like a fool. The bottom line is, you are unwilling to incur additional courier charges. Please provide full package measurements and parcel weight (for both items shipped together) and I will contact the courier myself to confirm your excuse.
The Rabbit Hutch Co Fri 21/10, 10:35
Of course, we use a company called GFS who works along with the carrier. The box is 6ft long. As you have lost trust in us and unable to delivery sooner, we have decided to cancel your order and issue you a full refund.
Claire Fri 21/10, 11:07
I haven't requested my order is cancelled. After already waiting for three weeks, I expect you to fulfil my order. At my inconvenience, I will arrange for someone to be present at the property on Monday to accept the delivery.
The Rabbit Hutch Co Fri 21/10, 11:12
As a company, we can cancel your order is unable to fulfil your order at your request. No problem, the order will continue to be dispatched today and delivered on Monday. The carrier will email you on Monday morning with a ETA.
Claire Fri 21/10, 12:49
Please forward a courier tracking number and contact number before 4pm today.
Claire Fri 21/10, 15:29
Please reply as requested below with the courier tracking number and the courier contact details.
The Rabbit Hutch Co Fri 21/10, 15:52
We were just waiting for the warehouse to dispatch your order so a tracking number is generated. I can confirm your order has been dispatched and will be delivered on Monday as promised.
Tracking number: XXXXXXXXXXX. Carrier: XDP
Claire Fri 21/10, 16:00
Can you confirm my complete order (hutch and cover) will be delivered on Monday please?
The Rabbit Hutch Co Fri 21/10, 16:02
I can confirm the complete order has been dispatched
Claire Tues 25/10, 21:11
My order arrived on Monday as arranged. Having spent 2 hours attempting to assemble my rabbit hutch, I can honestly say I am not at all happy with the quality. I trust I will receive a satisfactory response to my complaint within 24 hours.
The Rabbit Hutch Co 26/10, 09:03
I am so sorry to hear you are dissatisfied with your rabbit hutch. I will need to pass this over to our Quality Assurance team for investigation so I will need some photos showing the issues you are having. Once I have received these photos we will be in touch.
Claire Wed 26/10, 21:05
Please see attached photos: 1 - Split wood on two doors. 2 - Backboard is 3mm standard (i.e. not marine) untreated plywood and not fit for use on an outside hutch. 3 - Trap door is 3mm standard untreated plywood, is damaged and not fit for purpose. 4 - Wood on the base of the removable trays is poor quality 3mm standard (i.e. not marine) untreated plywood and will disintegrate in a very short period of time if exposed to rabbit urine. 5 - Screw protruding through stop for trap door which could potentially injure pet or owner. 6 - Ramp not securely screwed onto wood where the hinges are attached. Constructed using pins and has fallen apart. 7 - Gaps to top and bottom of board separating sleeping area and open area resulting in a draughty sleeping area. The board is also made of poor quality 3mm standard untreated plywood. 8 - Bottom trays are too tight on outside corners and will need to be forced when removed / replaced, ultimately causing damage to both the tray and the hutch frame. 9 - Bottom trays sag in the middle of the hutch due poor support. The support bracket is pinned together and not screwed and will ultimately collapse under the combined weight of the trays / bedding / pets. 10 - Gap between the felt and timber edging on the roof of the hutch which will allow water to drip in-between, directly onto the backboard. 11 - The hutch 'cover' does not fit, nor does it cover the roof of the hutch. It does not zip up at the back (30cm gap) and does not provide proper insulation or protection from the elements. 12 - There are no rubber covers on the bottom of the hutch legs as shown on the picture on the website. 13 - None of the joints on the hutch frame are tongue and groove and is not a solid construction. The only tongue and groove present is the boards on the sleeping area. The description of this feature on your website is misleading. I would also like to add, the 'quality solid fir wood' the hutch is advertised to be constructed of is actually poor quality softwood and appears to be pine wood which is unsuitable for outdoor use. To quote my statutory consumer rights, the items received are: 1 - Not as described. 2 - Not of satisfactory quality. 3 - Not fit for purpose. 4 - Will not last a reasonable length of time (i.e. the duration of the 5 year warranty or 10 year anti-rot guarantee as advertised on your website).
The Rabbit Hutch Co Thurs 27/10, 15:01
Thank you for your pictures and apologise for the delay getting back to you.We can of course issue you a full refund on the basis that the hutch is not fit for purpose. Please note, refunds can take 3-5 working days to appear into your account. In regards of the hutch being collected, we would not need this to be returned back to us so please can you kindly dispose of the hutch.

Ordered my hutch in September, ordered over the phone with Amanda, who was very helpful and advised on the best product for me (two rabbits so was advised on 6ft hutch). I did encounter some delays but I received emails to inform me of this.

I did receive my hutch last week and I am so pleased with it. Compared to hutches I have seen it is much superior in quality.

Freckles and Bruce are very happy in their new home. Would deffo recommend,

Do not touch this company with a barge pole. Took my money straight away in September. Was still waiting for hutch in October. Kept promising delivery dates and these dates kept passing. Then I looked on trust pilot and saw all the awful reviews. Was promised a refund 5 working days ago. Still no refund do emailed and apparently a technical issue and my refund was made yesterday. Awful awful service. If I don't see refund I will be going to small claims court too.

I wouldn't order from these, they do not delivery goods, we had to claim money back from credit card company. the say goods in stock, and we waited several months for nothing.

I can only speak highly of this company I was kept well informed as to when my hutch would be sent out to me. It arrived last week and the quality is superb. It is roomy well made and looks good and the wood smells great! My bunnies will be very happy in their new home and as they are indoor bunnies they are free to hop in and out of it as they please. I would recommend this company to my bunny loving friends with no hesitation at all. Thank you again!

I ordered the rabbit hutch before reading the reviews on the company and was concerned when I got an 'Out of Stock' email message stating there would be a delay, even though the site showed that it was in stock. However, the delay was short and the rabbit hutch is good; well made and a godd size.

The hutch itself is great, good solid wood panels and clever design features with easy to clean pull out trays. This hutch is so much easier than my previous one from a well known pet retailer. I preordered my hutch as it was so popular it kept selling out. I was kept informed throughout the entire process and received an email and text prior to my delivery with a 3 hour window. Would happily recommend.

I went to this company as I had been searching for a decent 6-foot double storey hutch for my bunnies, and this was the only one that had the pull-out trays on both storeys. It seemed like the only option available to me unless I wanted to spend £400 or more, so I pre-ordered a hutch that was supposedly in stock in 4 weeks' time...
And that's where the problem started!

That was in late April. Of course my payment for the hutch and a cover, (and the cost for delivery) went out immediately. A couple of days later I got an email reminding me that ONE of the items in my order was a pre-order (I knew that the hutch was, it had said so on the web page) and saying that I'd get another email when it was on its way. No info on when to expect the cover of course.

So I waited, and had heard nothing whatsoever by late May. The supposed delivery date was a couple of days away, so I called the company on their National rate phone number (no alternatives could be found online) to find out why I hadn't heard anything and when my hutch would be coming. After a 20-minute wait I got some stroppy woman on the phone who responded to my very polite enquiries by telling me that their suppliers had let them down and that there was nothing they could do and how it wasn't their fault, and that it would be another 4 weeks, but that I'd definitely get the hutch in the week of 20th June. Of course no apology, no offer of recompense, no explanation as to why no email had been sent out advising customers of this development, and no responsibility for this was taken. "Oh you should have got an email, it's not my fault you didn't get the email, did you check your junk mail?"

I needed the hutch, so didn't really feel like I had much choice but to wait some more. Just before 20th June, I still hadn't had so much as an email, (or the previous one), so I called again to check what was happening so I could make plans to be home for the delivery. After another long wait, I got a guy this time, who was rude and quite aggressive about giving me information on what was happening, and told me it was unreasonable to expect them to deliver when they didn't know when things would be in stock! They still didn't have the stock, and gave some excuse about it being held in customs from their supplier.
This saga went on for another couple of phone calls over the next week or so, which got ruder and ruder, and every bit of information I was given just turned out to be nothing more than rubbish. I was told that they'd not been allowed access to their shipping container, that it had the wrong stock in, that they had then been delivered the wrong container from the port, the story just got more and more ridiculous. I have overseas suppliers for my business, and I know this was all pathetic excuses. I could even hear other people on the phone in the background telling other customers the same old story I'd had weeks before...

My patience finally ran out in the second week of July (now over 2 weeks past the 'definite' latest date I would get the hutch, and 12 weeks since I ordered it) and I called back to ask why I hadn't got any notification of the delivery this week that I was promised would arrive by email. I was understandably quite frustrated by this point and, very calmly, advised the operator of their company's legal obligations to their customers and how they were in breach of them by giving misinformation and not supplying things that were paid for long ago. I got told I was accusing them of things I should be more understanding about and that they couldn't do anything about it! Really! The woman on the phone told me I could cancel my order if I was going to be so unreasonable. I told her that I had waited this long for my hutch and they had said that they had them 'on the way to the warehouse' now so I expected it to be delivered in the next few days. She made some excuses about why this couldn't happen on a Friday or weekend, then backed down and told me I'd get a notification on Friday for delivery on Monday. Of course I didn't get that notification, so I called back on Friday and eventually got a tracking reference for my packages from someone. The parcel actually turned up on Saturday 9th July (I was told it would be Monday, so glad I didn't take the day off but still grateful for eventually receiving my hutch), but no sign of the cover. It's a nice hutch, but was a nightmare to put together from the rubbish instructions!

Called today about the cover, was told it would be in stock in August, but they couldn't give me a date other than 'early August'. I was also told that I'd not looked properly at my order email if I hadn't noticed that this was out of stock and on pre-order too... Yes, I can read, no, the information was not there. As it happens, the hutch is now showing as in stock on the website with the option to buy with cover, so this is obviously bull too. I'll give it a week, then call again for confirmation. I don't trust for one second that they have any idea or care when new stock will arrive, so I will be requesting a refund, plus the postage, plus some sort of compensation for all the hassle.

And I advise anyone else to AVOID RABBIT HUTCH COMPANY LIKE THE PLAGUE!!!

Ordered a hutch in early May which was advertised as delivery 1-2 days, advised 2 days after placing order it was unavailable and put on pre-order however funds had already been taken from my account. Chased order 3 weeks later as had heard nothing and was told delivery was due late June, chased again this week to be told it wasn't on their most recent shipment so delivery would now be mid to late June. Advised Customer Service I really needed the hutch and had waited patiently for nearly 6 weeks so what could be done and was just told that I could order a different hutch but at a higher price with no offer of discount or postage refund for the delays I'd experienced, bearing in mind they still have my money! Questioned them on the level of service and Customer Care they provide and asked for a refund which I had an automatic response showing the refund had been processed but no other response to my questions and comments. Avoid this company, they do not supply what they advertise. I work in Customer Care and would be horrified and embarrassed if this was the experience my Customers had.

We ordered the 6ft Coach House with Extended Run in the post Christmas sale, whilst the company was closed for the holiday, requesting standard delivery. On their first day back, 4th January they emailed to say the hutch had been dispatched, and it arrived on the following day. Very happy with the service we received.
The hutch fitted together quite easily, all pieces of it carefully packed, being separated with paper, and all fittings were clearly labelled. The wood is very solid, and it is extremely well made, and smoothly finished.

Having previously had a hutch from Pets at Home, I can't quite believe how good this one is, and our 2 rabbits are enjoying their new, luxury accommodation. I highly recommend this company and also this particular hutch.

Sorry but this company is one to be cautious of. Order hutch and cover 9th November...hutch arrived in good time... cover sadly now delayed to March 2016. Wouldn't mind but i was reassured on 3 occasions it was on it's way to me. Have been asked to take a £4.00 refund to get myself some bubble wrap to cover hutch till march. (Lunacy).. naturally I have asked for full refund on the cover.....customer services manager lacked empathy... wants me to pay for the cost to return the hutch to them if I no longer want it. (Let's face it, what good is a hutch without it's cover in winter). Never once heard a sorry ... actually made a normally calm person pretty annoyed. Comments like " If I had finally finished could she now talk"..."rabbits won't be freezing, they live outside anyway" ( clearly knows little about their welfare); "no you can't speak to our owner, go through the channels and email a complaint" and when I said "this is not blxxxdy good enough" "if you are going to use profanity, I am not speaking to you".. and she cut me off... joyous experience!

Searched local pets shops and well known pet store for a robust rabbit hutch for our pet but all seemed fairly weak and poorly made,decided to chance one online so pleased I did,company a joy to deal with hutch came on time well packed it was put up quickly and easily and the quality is first class i would highly recommend them for any hutch purchase I am a very happy customer and would use again stella lucas

As the owners of 4 Rabbits, we go through our fair share of hutches and when I needed a new hutch for two of them, I found this site. Having never shopped here before, purchasing was a leap of faith as I couldn't find this site on Trustpilot and didn't know anyone who had previous experience, although the on-site reviews were good.

£159 is no small amount to pay when you know nothing of the company or the quality of the items but I have to say, we were very impressed and will certainly use this site as our first port-of-call when we need a new hutch for the other two.

I will break my review down as I want to share each experience separately:

1) We discovered we needed a new hutch on a Friday morning, and I needed to check whether paying for Next Day delivery would get it to me on Saturday or whether it was 'working days' so I used the 'Chat now' feature. I wasn't able to connect to someone immediately but left a message and received a very prompt response assuring me that yes, Next Day delivery would deliver on Saturday as long as I ordered before 3pm. So this was an extremely useful feature and the prompt response was helpful.

2) Checkout was easy and being able to use PayPal is a boon when you know nothing of the providence of a site - I always feel more confident purchasing via PayPal when using new websites so this worked in favour of this company as I am more prepared to 'take a risk' on a new site when I don't have to give them my payment details directly (and if everything goes sour, PayPal will get you your money back although this wasn't needed in this case). It did take a while to transfer me to the PayPal site so be patient if checkout seems like it's hanging.

3) Having purchased my hutch, I waited in on Saturday and it was delivered mid-afternoon by Yodel. I'm not keen on Yodel because they aren't the most reliable couriers, but in this case, my order arrived (in two boxes), undamaged and on the day promised, so I'm happy. Although the vendor should be aware that Yodel are not known for their sensible delivery practices and it may have simply been luck that both packages were on the same van. If it helps, I would probably be prepared to pay extra on the delivery if I could choose DPD as a courier, so if this vendor were to consider offering custom delivery options it's worth bearing this in mind.

4) The hutch was well packaged with paper separating the pieces so they aren't damaged and polystyrene to support oddly-shaped items - this is a level of consideration you don't usually see in flat pack Rabbit hutches tbh. The instructions, screws and feet were neatly packaged IKEA-style and clearly labelled. There were no pieces missing.

Assembly was easy and straightforward with each piece dowelled and pre-drilled. I've often had to do a bit of DIY on many hutches to get the bits to fit together properly (mis-aligned holes etc) but this was not the case here - all the holes were properly aligned and each piece fitted beautifully so assembly was stress-free and swift.

The quality of the hutch for the price point (compared to some you buy in high street pet stores) is spectacular. The hutch is solid, well made, well put together and we were especially impressed with the plastic feet cups - not only did they screw onto the legs but they also had screw-in feet that allowed us to adjust the height of the legs to take into account uneven ground - I've seen more expensive hutches lack this feature.

We were also pleasantly surprised to find that the hutch included a built-in 'loft hatch' to easily separate the top and bottom storeys. I hadn't noticed this in the description and wasn't particularly looking for a segregated hutch, but it's a nice touch and we can see it will be handy. The roof lifts up and the hinges lock it open so we can access the Rabbits easily.

Overall we are thrilled with our hutch and our Rabbits seem pretty happy too. I will certainly be purchasing more hutches from this company and will recommend them to other Rabbit owners. Excellent Value for Money.

We ordered the Summerhouse Rabbit Hutch which was accurately described in the website. It arrived quickly, assembled easily and the quality is good. Thankyou.

I enquired if a hutch could be delivered to southern Ireland. I had email correspondence from Richard throughout - whole process was efficient and he informed me when it would be delivered and it was. Product itself is good quality and easy to assemble. Overall, I'm really pleased.