Pet scam: ‘I was conned out of a £300 deposit for kittens’

A loveMONEY reader lost £300 when he tried to buy kittens via Pets4Homes. We reveal how the scam works and what you can do to avoid getting conned.

Last year, loveMONEY revealed the number of pet scams soared during the first UK lockdown as the demand for furry companions rose.

Between March and April 2020, Action Fraud warned that 669 people lost £282,686 from pet-related scams and frauds, which mainly involved paying deposits for animals advertised on social media and online selling platforms.

One loveMONEY reader sadly fell for a pet scam but managed to get his money back following my intervention.

Here’s his story along with warning signs to watch out for and top tips to help keep your money safe when looking for a pet online.

‘We did as much as we could’

Daryl (his name has been changed for anonymity) and his fiancé wanted to buy some kittens in May 2020.

After searching on Pets4Homes, they spotted a sales listing for two ragdoll kittens.

Daryl contacted the owners directly and then talked to them on WhatsApp. They sent photos of the kittens (pictured below), as well as live videos, which Daryl recorded.

“We had some videos of them – this suggested they were real,” commented Daryl.

The alleged owners sent their full names and addresses and discussed safety precautions when Daryl would be able to legally visit the property to collect the kittens (lockdown restrictions were in place at that time).

He was asked to pay a £300 deposit to secure the kittens, which he did after researching the owners, who he found on LinkedIn.

Initially, Daryl sent £1 to the bank account to confirm its legitimacy and that the money was received. While still posing as the kittens' owner, the scammers confirmed they'd received the money and Daryl sent the remaining £299.

“We did as much as we could,” he said.

“It’s so frustrating – fraudsters make you believe something is true.”

Daryl added that he received no scam warnings from Santander at the time. Unfortunately, the day after he transferred the deposit, Pets4Homes removed the listing and the scammers cut off all contact.

When Daryl reported the scam, Santander told him to expect a response in 15 working days, but no one got in touch within that time.

And when he called the bank at the end of May last year, he was refused a refund as he was deemed ‘negligent’, while he never got a response from the Financial Ombudsman.

Since the scam happened, Pets4Homes has implemented more safeguards, including a deposit service, but this was introduced too late to help Daryl.

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Santander’s response to the pet scam

When I got in touch with Santander, I flagged that this was a sophisticated scam as Daryl received pictures and live video showing that the kittens existed, as well as checked the alleged owners’ identities online.

It’s likely that the kittens actually existed but that the owners had no intention of selling them. 

Following an investigation, Santander reversed their decision and reimbursed Daryl £300 and offered £75 in compensation.

“We have the utmost sympathy for Daryl and all those who fall victim to a scam,” commented a spokesperson for Santander.

“After reviewing the circumstances of the claim, we have reimbursed the full amount and apologised to Daryl for a mistake made while reviewing his claim.”

Buying a puppy is an exciting time, but it’s important to research the person behind the pet so you can avoid being #Petfished. @pets4homes is proud to support the @DefraGovUK campaign, which helps you buy your pet safely.

Read the essential tips: https://t.co/8mNwkB2Xe9

— Pets4Homes.co.uk (@pets4homes) November 13, 2020

How did Pets4Homes respond?

We also contacted Pets4Homes about what happened.

“As the UK's largest platform of its type, helping 2,500 pets find loving homes each day and with seven million monthly online visitors, Pets4Homes prioritises animal welfare above all else and is committed to ensuring the safe rehoming of animals,” said a spokesperson for Pets4Homes.

“At present, only 0.4% of pet rehomings require a subsequent discussion with our Trust and Safety team, and only a proportion of these are concerns which warrant further action.

“However, one suggestion of the goodwill of a member of the public being exploited is one too many.

“Like any online platform that connects buyers with sellers, Pets4Homes primary role is to facilitate initial contact.

“But we go above and beyond legal requirements when it comes to connecting pet lovers to those with animals in need of homes: enforcing strict listing rules, offering an in-platform ‘report’ function, as well as a 24-hour Trust and Safety task force dedicated to resolving concerns.

“Apart from our Trust and Safety team and our safeguarding tools, the vigilance of our community plays a crucial part in highlighting sellers that should be investigated and potentially removed from the platform.

“Our team investigates every report that is submitted and regularly works closely with the RSPCA, local councils, The Department for Environment, Food and Rural Affairs (Defra), C.A.R.I.A.D., the police, and Animal Protection Services to name a few.

“We are also dedicated to ensuring that prospective pet owners are protected. We are the first platform of our kind to offer a third-party deposit scheme, which ensures that payment is not completed until pets are safely rehomed.

“Use of this service is mandatory for all puppy sales (and is also available for kittens). This service was implemented to offer peace of mind to all involved.

“The Pets4Homes Safe Deposit Service allows sellers to set the required deposit amount, which buyers then pay into a third-party escrow account: funds are only released once both parties confirm, via their Pets4Homes accounts, that the process has been successful.”

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How to avoid pet scams

Santander recommends using a reputable buying site and following its advice – and never communicating outside of the site.

It’s worth doing your research by looking at reviews of the site that you are planning to buy a pet from, as well as researching what type of pet you want. You can also ask trusted friends or family for advice if you’re unsure.

Pets4Homes recommends arranging to visit your new pet at the seller’s home – you should not send money without a viewing first or accept a viewing at any other location.

The company also stressed that the seller should always let you see any puppies or kittens (at least eight weeks old) with their mother. If this isn’t possible, it’s a potential red flag that they were not bred by the seller, and they could be imported.

According to Pets4Homes, sellers should be willing to let you take the pet to a vet of your choice for a health check. If this has already been done, make sure you have the documents and contact the vet.

It’s worth using a site like Pets4Homes that offer a safe deposit service, so your money is protected until you can confirm that the pet in question exists.

Santander recommends not paying by cash or bank transfers and suggests using more secure methods such as PayPal or a credit card. You should never send personal information by email.

When buying a pet, there are certain things you can do to avoid being ripped off.

For example, if you want to buy a kitten, check out The Kitten Checklist for everything you need to know before buying and a list of other scams to watch out for.

If you’re interested in buying a puppy, Dogs Trust recommends avoiding pet shops and third parties as you can’t see the breeding environment.

It recommends using the Kennel Club’s ‘Find a Puppy’ service, which provides contact details for all breeders that have Kennel Club registered pedigree puppies for sale. These sellers should have a KCAB logo next to their name.

This means the breeder has been subject to extensive checks.

Alternatively, you could adopt a pet from the likes of the RSPCA instead.

This article was originally published in April 2021 and has been updated.

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