Trinkety Paws Limited Reviews 185

Reply from Trinkety Paws Limited

Apr 2, 2026

Thank you so much for your kind words, this was such a lovely review to read 💛

It really means a lot that you’ve trusted us for so long, and hearing that your collar has held up so well, is exactly what we hope for with every piece we make.

I’m so glad we could help you find the right colour match too, we always love helping create a set that feels just right 😊

Thank you again for your continued support, it genuinely means so much to our small team.

Nadine & The Trinkety Paws Team 🐾

Reply from Trinkety Paws Limited

Nov 19, 2025

We’re genuinely sorry to read this review, especially as it leaves out the key facts that explain what actually happened.

You originally provided us with the wrong size when placing your order, requesting a 19" collar. Your collar was made exactly to the measurements you supplied. When you later sent us a photo measuring the outside of the collar in a circle and insisted it “measured 20” and was therefore wrong, we explained several times - in plain, clear English - that measuring the outer circumference of a closed collar does not reflect the inner neck size. This isn’t a “riddle”; it’s simply how circles work. The outer edge will always measure larger due to thickness.

We then asked (more than once) for the actual neck measurement, as this is the only way to alter a collar accurately. Instead, we received multiple conflicting collar measurements, including three different figures for the same dog. In the end, it was us who worked out that an adjustment of 1.5" would achieve the fit you were looking for. This was not information supplied without us having to chase several times, which is also why it was physically impossible to alter and return the collar the same day it arrived for alteration.

Regarding the “£15 in fees”:
You paid Royal Mail, not us. We did not charge you a single penny for the alteration itself, something most small, handmade businesses do not offer. And we would have been able to send it back to you quicker if we had been supplied with a simple neck measurement, as we ask in all our product listings and in several emails.

We are a small UK workshop that hand-makes every item to order. We genuinely tried to help at every step, even when the situation became increasingly difficult due to the changing information supplied.

Strangely enough, our “customer service incompetence” has supported the steady growth of our business for five years, serving tens of thousands of customers with excellent feedback. We are always willing to learn, so you are welcome to visit our workshop any time to offer a lesson — and perhaps in return we can teach the correct use of a measuring tape.

It’s disappointing that our kindness and willingness to correct an error that was not ours has resulted in this review. But we hope that anyone reading this can see the full context and the lengths we went to in order to resolve an issue that stemmed entirely from incorrect measurements initially provided.

We wish your dog all the best wearing her now correctly-fitted collar.

Reply from Trinkety Paws Limited

Oct 23, 2025

Thank you for sharing your feedback - we’re really pleased to hear you’ve been happy with our collars.

We’re sorry to read your comments regarding the lead, although we haven’t received any messages or photos from you about this issue, so unfortunately we haven’t had the opportunity to look into it or offer assistance.

As a small business, we always encourage customers to contact us directly if they experience any concerns. We’re genuinely happy to help where possible, and it allows us to properly review and resolve any issues.

Every Trinkety Paws lead is handmade and quality checked before leaving our workshop. After 12 months of use, some natural wear and tear is to be expected with any product. However, it’s very unusual for BioThane® material to crack unless it’s been affected by external factors - though without photos or further details, it’s difficult for us to comment specifically.

We would also like to clarify that we never advertise our products as bite-proof, this is something no responsible manufacturer can guarantee. While BioThane® is extremely durable, no material is entirely resistant to chewing.

Reply from Trinkety Paws Limited

Sep 11, 2025

We are not surprised to see this review, as the customer had previously stated she would leave negative feedback unless we refunded her for both collars. As a small business, it is upsetting to receive threats like this when we always try to resolve matters fairly.

For clarity: when the customer was accidentally sent the wrong shade of collar, we immediately sent the correct replacement in good faith, without waiting for the first collar back. When it was eventually returned, it was in an unsellable state, heavily soiled inside and out after only a couple of days of wear. Despite this, and unlike most larger businesses would, we still honoured the exchange.

Shortly afterwards, the customer demanded a refund on her second collar, claiming unfinished holes and injury to her dog. The photos she provided did not show any defects. What they did show was that even the brand-new replacement we had just sent was already covered in grime. On closer inspection of the returned collar, the staining was most prominent on the inside of the strap, far away from any hardware. This confirms it was caused by dirt and coat transfer, not by a manufacturing fault.

We must stress that such a level of ingrained grime after only a few days is not normal. BioThane® is a waterproof, hygienic material used worldwide for dog equipment — but, like any product, it requires occasional wiping down to keep it clean and in good condition. Our concern is not only that this basic cleaning was refused on several occasions, but that collars returned in this state raise questions over the general hygiene conditions in which the dog is being kept. As a company that takes dog welfare extremely seriously, this was concerning to see.

We stand by the safety, quality, and durability of our products, which are handmade in the UK and carefully finished. Thousands of dogs across the UK and abroad wear our collars daily without issue.

As a small, independent business we already face the everyday challenges and don't receive endless funding. Situations like this make it even harder, and we ask people to remember that shopping small means supporting a person who genuinely cares. We are deeply grateful to the hundreds of wonderful customers who show us kindness and trust every day — they are the reason we keep going and continue doing what we love.