Several reviewers say the company didn’t reply, cancelled orders, and promised refunds that arrived late. Multiple customers describe toys that broke quickly or seemed unsafe. A smaller number praise fast delivery and high-quality clothing. Ratings sit at opposite extremes, pointing to sharply different customer experiences.
Examples from available reviews (Nov 2021 – Feb 2026).
No delivery date and poor communication; refund promised after system error.
“Total lack of customer service and communication.”
Toys described as poor quality, overpriced and dangerous.
“Poor quality, overpriced and dangerous toys.”
Very happy with speedy delivery of Nike shoes bought for Christmas.
“was very happy with the speedy delivery”
Family pleased with warm, stylish hoodies and first-class quality.
“The quality is first-class”
Most service comments describe support that doesn’t respond, including ignored cancellation requests and complaints. One review mentions fast delivery of footwear, suggesting an occasional good service experience.
Several reviewers say the toys cost too much for items that broke or felt unsafe. One higher-rated review calls the hoodies first-class, so stronger value feedback appears limited to a small number of apparel purchases.
Reviews often mention orders being cancelled without clear updates, plus stock or store mix-ups that led to items being sold out. Some reports describe refunds promised after system errors, but follow-through seems slow or uneven.
Multiple reviewers say toys broke within minutes and could be dangerous. Positive notes on quality are few and focus on apparel rather than toys.
Common complaints include missing delivery dates, no replies to questions, and weak coordination between stores. One review alleges advertising used mutilated dogs; it appears once and should be read as a single mention.
Negative feedback clusters around poor communication and toys that don’t last. Positive feedback centres on fast delivery and one strong endorsement of clothing quality. Overall, ratings split between very low and very high.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (10) · Collected.reviews (1) · Quotes shortened · As of: February 2026
No delivery date and poor communication; refund promised after system error.
“Total lack of customer service and communication.”
No response to cancellation requests after ten days waiting for despatched order.
“Terrible customer service.”
Kong ball broke open within minutes when given to my son's dog.
“had it broke open within minutes.”
Very happy with speedy delivery of Nike shoes bought for Christmas.
“was very happy with the speedy delivery”
Toys described as poor quality, overpriced and dangerous.
“Poor quality, overpriced and dangerous toys.”
Order sold elsewhere due to miscommunication between stores; refund offered.
“shoes weren’t available due to a miss communication between Leamington store and the Coventry store”
Toy came apart within ten minutes and customer service did not respond.
“Very poor quality toy and even worse customer service.”
Customer service contacted about plastic in toys since 2020, little response.
“very little response.”
Order cancelled five days later with no reply; items reportedly out of stock.
“It seems this business sells items that aren’t actually in stock.”
States company uses mutilated dogs in advertising campaigns.
“Use mutilated dogs in advertising campaigns”
Can't believe my family looks this gorgeous in the new THRASHER HOODIE FLAME LOGO BLACK hoodies. I'm impressed. They are warm, stylish, and the sizes are fine. The quality is first-class and everyone is so delighted about the design and printing. Kong Online team, thank you so much for making the entire shopping process so simple. From the use of your website, ordering, paying and delivery. We can't wait to wear them during our next family trip and take some photos. Once again, we appreciate your great service and delivering beyond our expectations. Will definitely order more and more from your wide selection.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Kong (KONG Company) designs and makes pet products, focusing on rubber chew toys, treat-dispensing toys, and enrichment accessories for dogs and cats. It sells through retail partners and online stores, including well-known products like the KONG Classic. Product pages often show size guides, material details, and tips for training and enrichment. The company shares care and safety guidance for pet owners and offers support resources for retailers and distributors.