Surrey Pet Supplies - www.surreypetsupplies.co.uk Reviews
Latest Reviews
★★★★★
“Great Service”
Written on: 27/02/2013 by RandomRyan
I ordered 2 products from this Online retailer, and received them 2 days later,what i was happy about as i thought it was quick delivery. They came very well packed in bubble wrap etc, but unfortunately 1 of my resin dishes got broken in transit. So i emailed them and before i knew it they had a replacement in the post and it arrived the next day. Great Service, Would buy from again! Thank you SeaPets! (read more)
★☆☆☆☆
“Terrible!”
Written on: 22/02/2013 by brian_2013
Bought online, item was shown as in stock. 2 weeks later no delivery, so I contacted them and they said item was out of stock! Absolute waste of time! They could have informed me that the item wasn't in stock! (read more)
★★★★★
“Excellent Service!! Highly Recommend!!”
Written on: 24/01/2013 by CJ2979 (1 review written)
I came across Surrey Pet Supplies online when looking to purchase some reptile bits. I called their customer service line yesterday to ask about stock levels as I had quite a few bits to order. I was advised by Mark (Co-owner) to email him a list of the items I wanted & he would get someone to check and get back to me. I was emailed back within a couple of hours with the information I had requested and told if I placed my order same day I would receive next day delivery, which I did. I... (read more)
★★★★★
“Excellent delivery speed”
Written on: 10/01/2013
Ordered an aquarium cabinet late on a Monday night and it arrived on the Wednesday morning. I was sent regular emails updating me on my purchase, the last of which told me the hour of expected delivery. The downside was that one component of the cabinet was slightly chipped on the edge, but this is a risk you take when you request delivery. I had to buy the actual aquarium from another supplier since Surrey Pet Supplies only offered in-store collection on the product I wanted, and I live too... (read more)
★★★★★
“Great Shop”
Written on: 20/12/2012 by patcarr22
Amazing Staff Amazing Shop Animals looked after so well Would advise anyone to use them (read more)
★★★★★
“Great Shop To go too”
Written on: 16/12/2012 by madladyputney
Went to shop yesterday and it was amazing loads of products plus staff that went out of there way to be helpful. I had used there website before and found it really good but this time decided to go to shop itself and i am so glad i did as what a range to choose from. Also if you go to shop you get superstore price which is even a bit cheaper than internet price. Don't know of another retail outlet doing that. Will be telling all my friends and writing on many forums about Surrey Pet... (read more)
★★★★★
“GREAT PRICE , GREAT PRODUCT RANGE , GREAT SERVICE.”
Written on: 12/12/2012 by Gecko-geek
After ordering online from these guys in the past and paying such a great price for my items I decided I would take a trip along to their retail outlet. They show some impressive pictures on the website and i have to say its well worth a visit. Same great prices instore and the added bonus of live reptile displays. If you love your pet it's hard to walk away from this place without a bargain. Try it for yourself. Thanks Surrey pets , I will be back in the future. (read more)
★★★★★
“Best Pet Shop”
Written on: 10/12/2012 by bunnygirl27
I was at Surrey pet supplies today and i must say it was the best pet store that i have been to. The prices are great and the amount of stock they carry is amazing. Staff are really friendly and helpful Would defo be telling all my friends about it. (read more)
★★★★★
“Great Shop And Great Staff”
Written on: 10/12/2012 by siameseman
After reading the reviews on here i thought i would write to say that this shop and its staff are the most friendly pet shop that I have been in. They have a vast array of products at great prices as well as staff what know what they are selling. All in all a first class service I will be telling all my friends about you. (read more)
★☆☆☆☆
“Worst shop ever visited”
Written on: 09/12/2012 by Jh2265 (1 review written)
Hate to be negative but this place is a joke if you want to bring your pet in. They insist in you holding your pet in your arms and still expect you to shop!! My puppy is a large fella and when I explained this they said just leave him outside which I would not do as its in an industrial estate and I had walked there. The staff member then said they were to busy anyway and I should shop elsewhere if I wanted to bring my puppy along so all in all I would not recommend to anyone who cares more... (read more)
Petman99's Response to Jh2265's Review
Written on: 10/12/2012
Hi
Yes we do have a policy of no dogs now in store as in the past when we did allow them we found that certain owners of there animals would let there dogs poo and pee up racking as well as dog food etc.
And it was not nice when customers walked around shop and came up to staff and said have we seen what is down that isle.
Also customers would bring up bags of dog food with yellow stains down it where dogs had relieved thenselves.
We do still allow customers to carry there dogs if they wish and a lot do.
we do allow dogs in front foyer and a member of staff would have been happy to hold your dog for you while you shopped as again we do on many occasions.
As for as not caring for animals i think you only have to look at the animals we have on site of our own to see this is not true and i have always put animals first and anyone who knows me will tell you this.
Mark
Co Owner
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Traceyskelton's Response to Jh2265's Review
Written on: 20/03/2013
Hello,
I am sorry you had a bad experience at our shop. We have reviewed the situation and we now allow dogs, etc in the shop.
Tracey,
Co Owner.
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Showing 1 - 10 of 116 Reviews
★★★★★
“Simply the best!”
Written on: 28/11/2012 by Snakewoman (1 review written)
A fantastic place to shop for all your animal and reptile needs. Friendly and knowledgable staff that always go the extra mile to be as helpful as possible. I love the 'carry to your car' service. This is a huge help to me. Upon having a conversation with the owner about the various reptiles, ( my class of 10 yr olds are doing a rain forest topic) Mark,, the owner has offered to bring some of the reptiles along to my class in London for the children to see and handle and what's better... (read more)
★★★★★
“Great service!!”
Written on: 27/11/2012 by Louisduds (1 review written)
I have been using Surrey pets for a number of years now and have always had great service from them! I have recommend them to all my family members. And will continue to use them in the future. (read more)
★★★★★
“Great deals and service - AAA”
Written on: 11/11/2012 by Kenco105
Best deal for Juwel 125 Rio aquarium on the web. Fast delivery with pleasant contact from the staff. When I collected my tank the staff were helpful, knowledgeable and polite. They had all the products I needed at keen prices. I was so impressed I bought another tank at the same great price and the experience was the same. I would recommend Surrey Pet Supplies and would use them again - even though it is a 2 hour round trip from home. AAA ” (read more)
★★★★★
“I recently bought a few items from these guys recently...”
Written on: 09/11/2012 by ChocolateSandwich (1 review written)
I recently bought a few items from these guys recently so I could set up my new vivarium. The delivery time was rather impressive, and well packed. I was kept in the loop regarding the status of my order too! I soon realised however, I'd accidentally ordered a a bayonet bulb for a screw holder (that'll teach me for buying in a rush!). I rang them up and they explained how to return it. Very clear, and very friendly too. They were really understanding with me. It wasn't long before I got what... (read more)
★★★★★
“Amazing, what more can I say?”
Written on: 06/11/2012 by The_Topman
These guys are really helpful, both in store and via the phone / website. They have answered all of my questions and been very polite and helpful all the way allong. I found these guys on a google search and have not looked back! (read more)
★☆☆☆☆
“Very unhelpful customer service”
Written on: 05/10/2012 by Yellowdevil.cz
They might be cheap on price, but even cheaper on customer service :( They have my order dispatched quickly, but using Interlink -the most unreliable Currier in my area, who failed to deliver yet again. I have tried to inform Surrey Pet Supplies through their on-line Contact form, but this isn't working. I have called their customer service, but lady on the phone was very unhelpful and absolutely disinterested! Very said, I wont shop with them again. (read more)
Traceyskelton's Response to Yellowdevil.cz's Review
Written on: 05/10/2012
I am sorry that you feel our customer service was not up to standard. I tried to be as helpful as possible but unfortunately we will not leave parcels without a signature (as stated in our terms) and the only courier service we use is Interlink and Royal Mail for smaller parcels. If you need to have your parcel redelivered you can contact despatch@surreypetsupplies with the day you would like it redlivered and we can organise this for you and you will receive a 1 hour time slot on the morning of delivery.
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★☆☆☆☆
“very poor!”
Written on: 12/07/2012
i orded some fish food and it never came, i got my money back in the end but the item was out of stock and they tryed to hold my money untill they got it in stock! my fish would of been dead by then (read more)
★☆☆☆☆
“Shocking ”
Written on: 06/07/2012
The customer service at this store is shocking and whats more appalling is its the owners that give the worst service! Just plain rude and un-necessary. Although very good on price i would rather spend my money somewhere that makes me feel my business is valued. very disappointed. (read more)
★★★★★
“great service !”
Written on: 21/06/2012
My first order and im very satisfied. Great packing,great service,very fast delivery.will be use again. (read more)
★☆☆☆☆
“Must be closing down ”
Written on: 29/05/2012
dunt no if this is the case but placd my order and wen it didnt arrive after a week i emailed and they told me they couldnt get the items in from the suppleir. i asked for my money back and it took over a week to arrive! i think they must be closing down or going bust coz why else would they sell u stuff they cant supply? (read more)
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Showing 11 - 20 of 116 Reviews
★☆☆☆☆
“Consistently Poor Service”
Written on: 04/05/2012
I have ordered from Surrey Pet Supplies on a number of occasions. Each time i have recieved a call to inform me that items were out of stock and they were unable to complete the order. Some of the items are well priced, however, in all honesty i think they made a mistake on the pricing and then did not want to sell it to me and just said they could not get hold of it. Theit website does not tell you when something is out of stock, and they just let you buy it anyway. This company does not... (read more)
★★★★★
“Aqurium goods for start up”
Written on: 10/04/2012 by ukteacher (1 review written)
Received everything I ordered - in good condition, (excellt packing), and at the time the delivery was due. Surrey Pet Supplies is fast to react to questions, and I will be using them again (read more)
★★★★☆
“Not quite next day despatch!”
Written on: 06/04/2012
Overall good service and good price, but not next day despatch. Ordered 26th March despatched 29th recieved 30th March... Otherwise all good. (read more)
★★★★★
“reptile supplies”
Written on: 06/04/2012
Excelent prices, quality and service will use again and again. (read more)
★★★★★
“Fitst time using surrey pet supplies and NEVER AGAIN !”
Written on: 03/04/2012 by jim85 (1 review written)
placed order for live feed and equipment on thursday and wanted it deliverd on monday or tuesday when someone was avalible at home. but they despatched it to arrive wednesday !!! ?????? excuse was live feed !!!????? why do i neeeld to wait a week for that , might as well get it myself. delivery team on phone was'nt helpful and rude and did'nt seem boverd poor poor service and felt a simple task was'nt achieved (read more)
★★★☆☆
“Cheapest price, but be prepared for a wait.”
Written on: 02/04/2012
Orderd some pond food, rices from Surrey Pet Supplies were well below other internet companies. But as in otehr reviews no next day, but 10 days wait. I chased the order with Surrey Pet Supplies as they were waiting for a delivery. I was not in an immeadiate hurry for the items but it would have been good customer services to inform me even by E mail that the order was not in stock and they did not know when it would be. Would I use Surrey Pet Supplies agin, probably as stated no one can... (read more)
★★★★☆
“Good Price, Good Service”
Written on: 30/03/2012
I placed my first order based on a best price basis but was concerned when after placing the order, I was contacted to say that the items were not in stock and they were unsure of a delivery date. However, I was not in a hurry and so we agreed a two week period and if the items were not then in stock, I would be contacted and my money refunded. An E Mail was sent to me to say that the goods had been despatched and I have now received them. I would definately use again providing the price... (read more)
★★★★★
“First Order”
Written on: 29/03/2012
By far the cheapest price online for reptile goods. I struggled to find the repti fogger online in uk and when i did this was the cheapest store to buy from. Constant updates on order status via email. I will definately continue to use this site (read more)
★★★☆☆
“Communication could be improved”
Written on: 29/03/2012
Generally happy, although they need to be more proactive in contacting customers if there are issues with items ordered, particularly with the notice on their website stating "same day despatch on orders made before 1pm", which suggests a good, quick and efficient delivery service. I ordered a couple of thermostats and heat mats on Monday evening, and received email saying this was now with their picking dept on the tuesday morning, and to expect an email later for notice of despatch, or if... (read more)
★☆☆☆☆
“BAD DELIVERY!!!!!!!!!!!!!!”
Written on: 21/03/2012
This was supposd to be next day delivery, however, is IS NOT!!! item ordered on 16th March for next day delivery. it is now the 21st AND STILL WAITING. courier says they did not get the item untill the 20th ????????????? THIS IS VERY BAD!!!!!!!!!!! NOT HAPPY AT ALL !!!!!!!!!!! (read more)
Traceyskelton's Comment
Written on: 21/03/2012
We do state subject to availabilty. If you read the delivery page, terms and the email you receivee when your order is processded it does state that orders can take 2 - 3 working days to be despatched. We despatched on the 3rd day.
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Showing 21 - 30 of 116 Reviews
★★☆☆☆
“No next day delivery - and no warning”
Written on: 19/03/2012 by unhappypetowner
Ordered one item on Thursday evening with the assumption (now know wrong assumption) that this would be despatched the next day in line with the 'order before 1pm for same day despatch'. I fully expected the item to be received late Friday, Saturday morning or at worst, Monday. It is now almost 6pm on Monday and have not received my item and have now received a despatch notification for my 'next day' delivery and...surprise surprise, cannot track it as the courier is yet to receive the item... (read more)
Traceyskelton's Response to unhappypetowner's Review
Written on: 21/03/2012
We do state subject to avaialbilty and that orders can take 2 - 3 working days and you will be contacted if the order goes beyond this time.
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★☆☆☆☆
“First time buyer NEVER AGAIN !!!!!!!!!!!!!!”
Written on: 16/03/2012 by joanneandrob (1 review written)
Ordered by the deadline for next day delivery , no explanation about delivery being late if i knew that i wouldn`t of ordered as needed for next day BUT NOW I HAVE TO WAIT TILL MONDAY ( 3 DAYS TOOOO LATE ) NOT HAPPY !!!!!!!!! WHEN WE PHONED WAS TOLD ONE OF MY ITEMS WAS OUT OF STOCK NEED TO ORDER FROM AMERICA AND THEY TOLD US THEY WOULD KEEP HOLD OF MY OTHER ITEMS TILL THIS ONE ITEM IS IN FROM AMERICA !!!!!! WTF BUT JUST HAD AN EMAIL ALL MY ITEMS HAVE BEEN DISPATCHED INCLUDING THE ITEM... (read more)
★★★★★
“Great service ”
Written on: 14/03/2012 by travisnash
This was my 2nd order with Surrey Pet Supplies and both have been pleasant experiences. With great updates to how my order was going right up till the time it was delivered which was in the said times, even to with in the hour. I will be returning my custom for the 3rd time V.soon, as we have just became Beardie owners along with our Turtles, and will continue to use SPS for the foreseeable future. Very Happy with the service i have been given and would recommend to my friends. Thank you SPS... (read more)
★★★★★
“Trouble free online shopping”
Written on: 14/03/2012 by rogmos
Item was dispatched very promptly and arrived the next day. Good communication throughout - notification of despatch, tracking ID and one hour time slot for delivery. I though P&P charges were a little steep at first, but given the speed of delivery and quality of tracking I have to say they're worth it. (read more)
★★★★★
“Fantastic service and comms”
Written on: 14/03/2012 by Paganthegoat (2 reviews written)
These pumps are brilliant we use them in both fresh and salt water, thier low wattage and we use them for return pumps and UV use , they go on forever . Surrey Pet supplies was my choice to purchase another first because of the keen price and then i was thrilled to find how quick they were and how efficient the email updateing was ,it kept me informed every step of the way. I would not hesitate to reccomend this store to my friends and would readily place another order :) (read more)
★★★★★
“Excellent Service”
Written on: 07/03/2012
Order acknowledged and updates given including a 1 hour delivery time slot on day of delivery. Order received next day, very well packaged. Much cheaper than local petshop. (read more)
★★★★★
“Great Customer Service”
Written on: 06/03/2012 by stuart.m.harrison (2 reviews written)
I ordered a thermostat from Surrey Pet Supplies. Due to a fault with Royal Mail, it went missing in the post. I contacted customer services and got a reply from a lady named Tracey. She was very polite and sorted out the issue with no fuss. The thermostat I ordered was out of stock but an alternative was sent out straight away. I have used the company before as have a number of my friends. Great prices and great customer service. Thanks Tracey. I'll definitely be using again :) (read more)
★★★★★
“Cat flap order”
Written on: 02/03/2012 by ronwaugh
Have recently ordered 2 cat flaps via this very efficient web site. Delivery was fantastic, receiving both items within a working day. Price was very competitive. Would certainly recommend Surrey Pet Supplies. (read more)
★★★☆☆
“Customer Service Needs Improving”
Written on: 29/02/2012
I purchased an item online on Sunday, 26-2-12. The website states in stock items are dispatched the same day if ordered by 1pm, so I fully expected the item to be sent on Monday, 27-2-12, especially as I received an email at 9:15 Monday morning confirming the order had been passed to the picking department. I received no further communication after that, until I called them today (Wednesday, 29-2-12). Firstly, I admit I made a mistake and called the shop number, not customer services - My... (read more)
★★★☆☆
“Disappointed compared to shopping direct at store”
Written on: 27/02/2012 by fudge25 (1 review written)
Have travelled to this store on several occasions and have always been very pleased with price, choice and received great customer service. Thought we would use their online service as my son was setting up a Bearded Dragon vivarium with his birthday money and didn't have time to make the journey as we live in Kent. I was disappointed in the difference between their store and online customer service. The website says dispatched the same day if ordered before 1pm - it wasn't, not a big issue... (read more)
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Showing 31 - 40 of 116 Reviews
★★★★★
“Absolutely Amazed”
Written on: 24/02/2012 by chachagibson
I ordered my items on Thursday afternoon and received them Friday morning. The products were not only extremely reasonably priced but of excellent quality as well. I will definitely use this shop again! Thanks so much! (read more)
★★★★★
“Extremely impressed”
Written on: 23/02/2012 by Girliebob (2 reviews written)
Website is easy to navigate and easy to place order. The item I ordered, even including the postage costs, was £10 cheaper than the nearest local pet shop. Most impressed with next day delivery and being given a one hour timeslot, with delivery taking place well within the one hour I was given. I will be recommending this site to anyone who will listen! (read more)
★★★★★
“Very happy Tortoise”
Written on: 15/02/2012 by meacy (1 review written)
I have bought items for my tortoise in my local pet shops but was told about this site/shop and was not disappointed at the savings. First the value was great and when I received my goods I was even more impressed the courier gave me a time not just a day when the items would arrive and yes they did come in time. The items some of which where fragile where very very well packed all round great site have added to favourites and will be shopping here again. Thank You (read more)
★★★★★
“Very pleased with my first experience”
Written on: 11/02/2012 by rikstix
First time order for dog food. Order acknowledged promptly, notified when order passed to picking dept, despatch also confirmed. Then confirmation of delivery date and delivery HOUR which was met. Great service, good value and quick delivery. Will use again (read more)
★☆☆☆☆
“Poor Customer Service, Only Refunds The Amount They Want”
Written on: 07/02/2012
I ordered some dog boots from this company and made the point of emailing and asking about the refund policy before I placed the order. The goods arrive but they where too small I wanted to exchange them for a bigger size but they didn't have them so I asked for a refund. I originally paid £16.59 in total, I got refunded £10.47, when I emailed them to ask why I get told they refund less the original postage paid and less 10% re-stocking fee for not required items. I explained that they... (read more)
★★★★★
“This firm delivers”
Written on: 03/02/2012
First time order for dog/cat food. Order acknowledged promptly, notified when order passed to picking dept, despatch also confirmed. Then confirmation of delivery date and delivery HOUR which was met. Great service, good value and quick delivery. Will use again. (read more)
★☆☆☆☆
“Poor customer service following non delivery”
Written on: 02/02/2012 by Peterl216 (2 reviews written)
I order a Habistat heat mat thermometer on 21st January 2012 and received an email on 23rd to state that it had been dispatched by Royal Mail first class. I then emailed them on the 29th January to say it hadn't arrived and was requested to wait until Wednesday 1st February which I did still no item. I called them to be told they would check with Royal Mail. I received a call to say that couriers have 28 days to deliver an item. I called them to request a replacement or refund to be told... (read more)
Petman99's Response to Peterl216's Review
Written on: 05/02/2012
Hi
It was true that we were in a meeting with a major supplier at the time you called.
Our customer service lady did leave me note re your problem and i called you at 7.10 that evening to try and sort it out for you.
I asked you to leave it in my hands and i would get back to you next morning which i did and told you that a new stat was being sent by courier and it will be delivered on Monday by Inter-Link with a one hour time slot.
This has been done for you and you should have the tracking number for parcel.
If i can help you anymore with this parcel or any other please just email me or call me during work hours and i will be most happy to help.
Mark
Co Owner
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★★★★★
“happy to recommend ”
Written on: 23/01/2012 by maryhartingson (5 reviews written)
happy to recommend, i needed a few things that were quite specific and not readily available. They managed to get these for me and delivery was efficient (read more)
★★★★☆
“Good service”
Written on: 19/01/2012 by HorsfieldKeeper (1 review written)
Great range of items sold, fantastic prices, and I found exactly what I was looking for to renovate the lighting in my reptile setup. I've dropped one star in the overall rating as I didn't get any hint whether the items were in stock or out of stock (they must have been out of stock, the order was placed late Thursday night, so for next day delivery it should have been delivered on Monday if all items had been in stock.). An email to tell me this would have been informative and nice to... (read more)
★★★★★
“Outstanding service”
Written on: 10/01/2012 by tattookev
After searching the net for the item i wanted I ordered the Lucky Reptile Thermo control pro II at the weekend for a very good price. I had confirmation emails on the Monday every step of the way and the ordering process was superb.. The item arrived with no problems on the tuesday lunchtime within the times stated on my emails (read more)
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Showing 41 - 50 of 116 Reviews
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Petman99's Response to brian_2013's Review
Written on: 25/02/2013
Our website is not stock controlled and if an item goes past the days we quote for delivery we do send an email to inform people and ask how they wish to proceed.
It might of been a case of that the suppliers just did not have the item you wanted and there was a delay on it.
We try to get as many orders out same day but we do state than can take up to 3 days if we have to order anything and past that an email will be sent to you.
I am sorry that you have had a bad experience with Surrey Pet Supplies but we do try hard to please every customer but it seems on this occasion we failed and i am sorry for that,