Pet Planet Reviews - www.petplanet.co.uk

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★★★★☆
4.2 / 5
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Pet Planet - www.petplanet.co.uk
Pet Planet - www.petplanet.co.uk
Pet Planet - www.petplanet.co.uk
Pet Planet - www.petplanet.co.uk

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Latest Reviews

★★☆☆☆

“Poor customer service”

Written on: 23/07/2014 by Cade1977 (1 review written)

I ordered a 15kg bag of royal canine puppy food costing around £40 with the offer of free delivery and puppy guide. The guide never arrived. I emailed to explain and was told there was no deal. I then went onto the website to check and then took a screenshot as proof. I then emailed again and was told that they had ran out of puppy guides and had done so for over a week. By this point I had already received the order 10 days ago and up until the previous day the deal was still advertised. It… Read Full Review

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Petplanet.co.uk's Comment

Written on: 24/07/2014

Good Afternoon

Thank you for your post and I apologise that you feel you have had a poor experience. When we receive promotional items from the manufacturers we are able to add these to the website as gifts to customers. We only get a limited amount of these so the stock is exhaustive and will only ever be available on a first come first serve basis. We do run other promotions from time to time although they will not necessarily relate to Royal Canin but we can add to your future order. Please keep an eye on the website and should you see a 'Freebie' even if it is connected to another product we can always add this on for you. Please contact us when you are ready to place the new order so we may check and see what is available at that time.
I am very sorry but we have no stock of the puppy guide and no more coming in so we would be unable to send that particular item.

Kindest regards,
Fiona Kirkwood
Customer Care Supervisor

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Yjl32's Comment

Written on: 24/07/2014

You should make efforts to remove promotions as soon as you can't fulfil them. This was not done.When you can't commit to a promotion you can't fulfil you should inform the customer as soon as possible. I had to contact you twice to find out why. Why should I have to order another product in the future and then double check with you that you can commit to a particular promotion! That's a joke!! As soon as you couldn't supply it, I should have been informed and automatically supplied with the next free promotion for a similar product!! It's taken for me to complain on a public forum to get a response! One of which still seems to benefit pet planet- in that I have to spend more money!!!

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Yjl32's Comment

Written on: 24/07/2014

You should make efforts to remove promotions as soon as you can't fulfil them. This was not done.When you can't commit to a promotion you can't fulfil you should inform the customer as soon as possible. I had to contact you twice to find out why. Why should I have to order another product in the future and then double check with you that you can commit to a particular promotion! That's a joke!! As soon as you couldn't supply it, I should have been informed and automatically supplied with the next free promotion for a similar product!! It's taken for me to complain on a public forum to get a response! One of which still seems to benefit pet planet- in that I have to spend more money!!!

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★☆☆☆☆

“Completely Avoid! ”

Written on: 04/07/2014 by DCmanchester (1 review written)

We are very disappointed with PetPlanet and not happy with our experience with them. A week before the arrival of our new kitten I placed an order for various items and spent £280 on products. At the time I did not choose express delivery as the website stated 'We aim to despatch all items ordered using our Standard Despatch option within 2 working days'. Additionally, at the time their website said that 99% of orders were dispatched within 2 working days. After a few days I checked the… Read Full Review

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Petplanet.co.uk's Response to DCmanchester's Review

Written on: 04/07/2014

Good Afternoon,

First of all I’d like to say how sorry I am, clearly you’ve been inconvenienced and your overall experience with us has not been good. Admittedly there have been some problems on your order; in particular the timescales for delivery have been the biggest. It’s totally agreed that your order should have arrived first time and within the right timescales. In an ideal world this would be the case for every order, there are however exceptions to this from time to time – I’d like to say that the circumstances surrounding these exceptions frustrate us just as much as they do our customers who are impacted by them.

It’s extremely important for us to learn from experiences like this, we want to try and resolve anything outstanding and to put measures in place to stop it from potentially happening again. With that in mind, we’ve taken all your feedback onboard and will be working together with the staff and departments involved. Hopefully you can take some comfort from that fact that your feedback will be used to improve the experience of others.

I'm glad to hear that a member of our customer care management team has been in contact and that ultimately there's been a satisfactory outcome.

Once again, my sincerest apologies.

John
Head of Customer Care

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★★★★☆

“A tale of two halves!”

Written on: 26/06/2014 by Sparklegem (1 review written)

ordered two beds (XL Barkshire Harrington Dog Bed and Kingpets Box Duvet Dog Bed) for my dog (Boxer) and they arrived within 48 hours and were well packaged. When I got them home Bella was very pleased with the Kingspet bed and took no persuading in using this as her new bed and not my sofa!! Good amount of padding and a lovely soft top. Very pleased! However, when I inspected the Berkshire bed I found this product to be faulty with a hole in the middle of the bed that had been poorly… Read Full Review

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★☆☆☆☆

“Shocked at the rude  custom service! Clearly stated...”

Written on: 16/06/2014 by Corbettao147 (1 review written)

Shocked at the rude  custom service! Clearly stated in their terms and conditions is the policy that you are allowed to cancel your order prior to dispatch. I placed mine on the Saturday and cancelled on the Sunday. I then received an email saying that I cannot cancel the order because they had already loaded the van! Yet I had not received an email saying it was even dispatched. It wasn’t until two days later that I received an email saying the order was dispatched. I told them that this… Read Full Review

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Petplanet.co.uk's Comment

Written on: 25/06/2014

Hi

Thank you for your review and I apologise for the experience you have had. Please contact me with your order number so we may look into this further for you.

Kind regards
Denise Prendergast
Customer Care Supervisor

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★☆☆☆☆

“Poor delivery service”

Written on: 01/05/2014 by Watsonzm353 (1 review written)

I have been ordering from petplanet for a number of years and I am sad to say the quality of service has declined dramatically. Whilst the products remain of a high quality, the standard delivery service is now woeful. On the last three deliveries I have had my parcel left on my doorstep with no regard for whether or not it is in a secure location or if someone is in to take delivery. This is now petplanet policy and despite complaints it seems it is not going to change. Be aware your products… Read Full Review

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Petplanet.co.uk's Comment

Written on: 12/05/2014

Thank you for your recent review. We never like to hear customers are disappointed with a purchase or delivery from Petplanet as we aim to provide high quality products and first class service at all times. I am very sorry that we have failed you on more than one occasion. Please may I ask you to contact me with your latest order number so I can look into this further.

Kindest regards

Denise Prendergast
Customer Care Supervisor

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★★★★★

“Excellent service”

Written on: 24/02/2014 by karen88 (1 review written)

Great store with a excellent selection of pet products at reasonable prices and excellent customer service will definately be using this store again highly recommended… Read Full Review

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★★★★★

“A great service”

Written on: 20/02/2014

Re: 2-Door Sloping Car Dog Crate by PetPlanet. I purchased this crate from Pet Planet through thier web site. It was very easy and clear. The item was cheap but just what I needed and was sent to me quickly. I got free postage as I added a few things on to my order to get it.I liked everything about my order… Read Full Review

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★☆☆☆☆

“charge for order over phone”

Written on: 18/02/2014

Rang to order pet carrier as not on line. was told that they charge £2 to order over phone. The item was a good price but the company seems greedy… Read Full Review

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Petplanet.co.uk's Comment

Written on: 19/02/2014

Hi, thank you for your review. As we are an online company we do charge an additional £1.99 to take orders over the phone. We do advise on the delivery page of our website that you would incur an additional fee for this: For orders placed over the phone we apply an additional £1.99 charge to cover the cost of our customer service staff (and to encourage you to order online; it's cheaper for us if you do!). Kind regards, Fiona Kirkwood, Customer Care Supervisor

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★★★★★

“Good quality at an affordable price.”

Written on: 18/02/2014

Pet Planet consistently provides good quality items and a very reliable service at a competitive price… Read Full Review

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★★★★★

“EXCELLENT VALUE”

Written on: 17/02/2014 by sgm629 (2 reviews written)

Excellent value for money. Dog loves it and plenty of room for him to lie down. Easy to assemble and sturdy. Arrived promptly. Would definitely recommend… Read Full Review

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★★★★★

“my pet planet order”

Written on: 15/02/2014 by moggiesmum (1 review written)

came well packaged on time and was 100% purrfect, products were better than advertised , lovely surprise , my kitten loves her tree , i need more boinks they both love them , huge mouse scratcher is a big hit , i haven’t tried my deluxe nail clippers yet but they are comfy to hold and cant wait to give them a go , cardboard scratchers are getting well used already and the senses track well what can i say its fast its fun its wild :) all in all great value for money , easy to use website… Read Full Review

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★★★★★

“Great Service”

Written on: 12/02/2014

I ordered a water hyacinth cat tree for my large cat. Easy ordering and fast delivery. Lovely product; better than described. Would definitely order from them again and thoroughly recommend… Read Full Review

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★★★★★

“Value for money”

Written on: 08/02/2014

Fab site, my breeder of my BSH's is now using it, unbelievable for royal canon products, so much cheaper than anywhere else… Read Full Review

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★★★★★

“Happy dogs”

Written on: 23/01/2014 by Bobbydog63 (1 review written)

Wouldn't use any other company, fast efficient delivery, Hills prescription food, cheapest around would highly recommend this company, I wouldn't use any other… Read Full Review

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★★★★★

“Good company”

Written on: 21/01/2014

good service and delivery and lots of products. Great offers too on dog beds which are really nice and my hounds love them. A good range of dog and other pet products… Read Full Review

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★★★★★

“excellent!!”

Written on: 18/01/2014 by e.southall (1 review written)

Excellent service and value for money will continue to use this website!… Read Full Review

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★★★★★

“Best shopping experience”

Written on: 17/01/2014 by silvervixis (1 review written)

Pet Planet are one of the best sites I have found. I got the size wrong for my cat bed (my cat is huge) and the return was very simple. Loved the product and I found the website to be A+ in both navigation and payment ability. Would definitely recommend and I intend to shop there in the future… Read Full Review

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★★★★★

“I love petplanet”

Written on: 16/01/2014 by Deedee37 (1 review written)

I get everything I need for all my animals and buy presents for other peoples animals so large variety, there are always good offers on and it's difficult to find even basic things cheaper anywhere else… Read Full Review

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★★★★★

“regular petplanet customer”

Written on: 15/01/2014

Been ordering from petplanet for over 2 years now, always been really happy with their prices and delivery. Only had one blip over the period and their customer services team sorted it really quickly, nice people and good value. Thanks petplanet… Read Full Review

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★★★★★

“Fantastic range of products at excellent prices”

Written on: 12/01/2014 by busnbess (1 review written)

Having used Petplanet for many years now they never fail to deliver on their promises. Purchases are dispatched with speed and the quality of products are high. A huge range of products are an immense appeal and have products priced to suit all pockets. Not only that, even more savings can be had by taking advantage of any special offers that are frequently published in newsletters. What I particularly like about this online store is the range of hard to get/specialist products which are… Read Full Review

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