Reel you in then let you down - zero customer service

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Bodsmum's review of MedicAnimal.com - www.medicanimal.com

“Reel you in then let you down - zero customer service”

Written on: 01/03/2013 by Bodsmum (1 review written)

I have used MedicAnimal many times for several years now as they are simply the cheapest around. However this is the 2nd time in 4 - 5 months that they have failed to even dispatch my order within their advertised delivery times and on that occasion when I contacted customer service I got conflicting excuses of why the order was delayed, which suggests that neither was genuine.
This time it is for specialist food. The website states over 1 kg will be delivered by courier within 4 working days. 4 working days on it still had a status of 'approved'. I tried telephoning at the 3 day point to ensure it would be dispatched that day but got no response. I emailed to be told delivery was 5 days and they felt sure it would be with me within that time. When I pointed out that the website states 4 days and that will now be exceeded I got the excuse that they were busy and hopefully it will only be another 48 hours. I then got a shipment confirmation advising that the parcel was on next day delivery.
I have returned home this evening to find that the parcel still hasnt been received and when I ring the courier company they have no record of receiving the parcel and surprise surprise there is no one answering the phone at Medic Animal.
My vet, the only other place I can buy the food, is a 10 mile round trip by taxi as I dont drive and they charge an additional £3 per bag. I would have done this last night but on the guarantee of a delivery today I didnt. They are now closed and I am in work all day tomorrow which means my cats will be without food for 24 hrs at least.

Unfortunately I cannot recommend this company any more, not only have they failed to keep to their delivery promises but they have lied about dispatching my goods which on this occasion is detrimental to my animals.

  • Specialist diet food

    Goods purchased & cost

  • Up to a week late

    Delivery

  • Customer Service

  • Quality of website

  • Value For Money

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Allash's Response to Bodsmum's Review

Written on: 22/03/2013

I absolutely agree. They constantly apologize but keep making mistakes!!!! Problems with delivering, payments. The other reviewing website Trustpilot is an absolute fake. It seems to me that Medicanimal managers falsify reviews!

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Norfolkpoodle's Response to Bodsmum's Review

Written on: 24/04/2013

I ordered on 16th April expecting delivery within 3-5 days. Heard nothing. On 23rd April I e-mailed them. Heard nothing. I phoned them today to be told they'd got my e-mail yesterday (but no explanation as to why they had ignored it). Was then told that my order had been "stuck" in their system and when this happens they cannot see it so nothing happens. The young man I spoke to went on to say that thankfully this only happens about 150 times a year. Well that's good! I then spoke to his manager who refuted what I'd just been told. He is currently speaking to his warehouse manager to see if they can get the goods out today. I am expecting a call back so will update when (and if) this happens. I must add that both the guys I spoke to were extremely polite but the service is rubbish and I won't be using them again under any circumstances.

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