Pet Supermarket - www.pet-supermarket.co.uk Reviews
Latest Reviews
★★★★★
“Good service good prices”
Written on: 17/05/2013
I ordered some dog flea and worm treatments on the Monday afternoon and received these Friday morning via Royal Mail. I got an email telling me they were on their way the day before. I can't fault the service or delivery especially when compared with the prices. I think they did a good job, would buy again. I read some of the bad reviews on here but can not say I've had any issues. I used the super saver delivery so assume i could have got them faster if i paid for that, but unless you are... (read more)
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★★★★★
“Great service”
Written on: 16/04/2013
The Beta Puppy is cheaper than any pet shop in my area- great value for money!! I ordered on Sunday and received it on Tuesday morning-excellent service! I would definately recommend Petsupermarket to friends. (read more)
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★☆☆☆☆
“Refused to take back food that made cat sick”
Written on: 10/04/2013
Purchased 'sensitive' food for cat with tricky tummy. Placed a large other with other items too. The food made the cat have a terrible upset stomach and I contacted PetSupermarket only to be told I have to deal direct with the manufacturer myself. When I called the manufacturer I was told by them that this is NOT how it is supposed to work and that obviously the vendor should have accepted the food back and then dealt with the manufacturer themselves. Not impressed. Will not deal with this... (read more)
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★☆☆☆☆
“mucked up order and refused to change it”
Written on: 18/03/2013
i ordered 3 bags of dog food in an offer but once i got the email they had only written down 2 once i had emailed them to let them know of the mistake they got back to me 3 days later to tell me the order had been dispatched and they could do nothing about it and for me to send it back i would have to pay the delivery bare in mind this was their mistake as they had admitted. if they had got back to me within the 24 hour period in which they stated they would it would have been avoided this... (read more)
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★☆☆☆☆
“mucked up order and refused to change it”
Written on: 18/03/2013
i ordered 3 bags of dog food in an offer but once i got the email they had only written down 2 once i had emailed them to let them know of the mistake they got back to me 3 days later to tell me the order had been dispatched and they could do nothing about it and for me to send it back i would have to pay the delivery bare in mind this was their mistake as they had admitted. if they had got back to me within the 24 hour period in which they stated they would it would have been avoided this... (read more)
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★★★★★
“ALPHA Dog Food”
Written on: 20/02/2013
This is first time I have ordered online from Pet Supermarket. I ordered the above on 22nd December and have this morning received it. What amazing service from Pet Supermarket. Dont know much about this product as have only had my retired 4yr greyhound for 3 weeks and this was the food she was on. As she seems happy with it I am keeping her on it - compared to the other manufacturers this seems fantastic value for money (read more)
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★☆☆☆☆
“DO NOT USE THIS COMPANY!!!!!!!!”
Written on: 18/02/2013
DO NOT USE THIS COMPANY Pet Supermarket use Yodel as their delivery agents. I placed an order on 06.12.12 in plenty of time for Christmas delivery (or so I thought). It is now 17.12.12 and I still don't have my order. Pet Supermarket didn't dispatch the order until 13.12.12 (7 days after the original order). I received a 'do not reply' email from Yodel, saying that they had tried to make a delivery on 14.12.12 at 08.14 (for some stupid reason given that the delivery address is an... (read more)
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★☆☆☆☆
“Never again”
Written on: 16/02/2013
Having placed an order and waited one week and a half week for delivery - even paid extra for shipping. Wrote to their Customer Service but never received any responce. This was my first and for certain my last purchase from this company. If this is UKs no. 1 online Pet store then that must have been years ago!!! Horrible horrible horrible! By the way - still waiting for the pet food one and a half week after order was placed! (read more)
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★★☆☆☆
“Order never arrived and ignored by sales team”
Written on: 18/12/2012
Placed order number 5843686 for a Hurtta Coat which was shown in stock. A couple of days later I checked the order progress and it was still showing as being processing. I contacted customer services and they said they were awaiting more supplies and that the item would be dispatched within two days. Item still has not arrived and the sales team are now ignoring my Emails and the order is still showing as processing. So don't be taken in by the prompt delivery that is promised. (read more)
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★☆☆☆☆
“Really Long Delivery Time and Unfriendly Customer Service”
Written on: 11/12/2012
I ordered a dog coat (first time I have used this website), which stated delivery would be up to 7 working days. Looking at my order on line it said fully dispatched (7 working days after placing order). I rang customer service to find out the status and was told Royal Mail say it can take up to 10 working days to deliver. So therefore I need not call to find out the status until the following week.... 15 days after ordering the item. Not good enough in my opinion. The chap on the line... (read more)
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Showing 1 - 10 of 436 Reviews
★☆☆☆☆
“very bad service”
Written on: 03/12/2012
A simple order yet we have given up on emails, calls even letters. Customer service unable to tell the truth. Think we have lost our money as not sure we can be bothered to fight them. This is a shame as the first 2 orders were fine. (read more)
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★☆☆☆☆
“Same story as below”
Written on: 29/11/2012
Order took over a week to be processed despite paying more for quicker courier. Emailed them and got no reply. Called them and received an apology but assurance it wouldn't happen again. (read more)
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★☆☆☆☆
“Inefficient and lacking customer service”
Written on: 23/11/2012 by mrtiddles
Having placed two orders with Pet Supermarket and seen then go awry, I would encourage others to avoid them. First order arrived unexpectedly, with Yodel opting to leave it in a hedge that was supposedly "a safe place." And lo-and-behold, an automated Email arrived seven days later from Pet Supermarket to tell me my order was on its way. Order number two never arrived as after seven working days of waiting for its arrival I got impatient and requested a full refund. Called their customer... (read more)
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★★☆☆☆
“Never again”
Written on: 22/11/2012
Saw this website and thought it looked good, reasonable prices and good choices. Placed an order at 0600hrs on 14th Nov and paid for faster delivery (3-4 days). 5 days passed and no sign or order or any email communication. Checked my account status which showed order as still be processed! Rang company where I was told it hadn't been despatched owing to 1 item not being in stock. I asked why no email to inform me of this, just received the usual apologies and was told the order would be... (read more)
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★☆☆☆☆
“Don't use this company!!!!”
Written on: 14/11/2012
Ordered a dog bed and bone October 23rd. money taken next day..nothing arrived..phoned them..they said order not despatched as awaiting 'bone'! Told them to just send dog bed and refund bone money...refund sent but no dog bed...rang them..order not despatched...told them to cancel and refund...they cancelled but no refund..they took another payment!!! Still awaiting 2 refunds now..they require bank statements to 'prove' they took the money! Frustrating? Keep well away from this company..please (read more)
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★☆☆☆☆
“worst online shopping experience so far....”
Written on: 13/11/2012 by saluki
order lost in transit but it took many phone calls and even more emails to discover this, i am currently awaiting the refund but have no faith as i keep receiving emails regarding initial order stating its on its way and then "its lost in transit, do you require a refund?" customer service dept do not appear to either have order history/correspondence or look at it before sending emails/discussing order with you when you phone. It really sends out a bad message to customers, i really get... (read more)
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★☆☆☆☆
“Worst on-line shopping experience”
Written on: 10/11/2012
I ordered a dog blanket on 27/10/12 and received a confirmation e-mail which stated that delivery would be on or before 7/11/12 (read more)
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★☆☆☆☆
“Go elsewhere”
Written on: 06/11/2012 by madikwe
slow, un-reliable and tedious.. wrong items sent 2 weeks after ordering. two seperate orders both said to be instock and both apparently out of stock. not informative with information so the only way is to ring and find out what is going on. being charged for poduct i don't even want, therfore paying for their mistake as can't be at home for them to collect it!!!! waste of time.... (read more)
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★☆☆☆☆
“Appalling”
Written on: 04/11/2012 by EmmaFinney
IF your looking for speedy delivery, good customer service etc then go elsewhere. seriously never come across a company like it. I have never ordered my pet food online before, I always tend to put up with the struggle of purchasing the huge bags of food with my normal shopping trip. Thought ordering online would reduce the hassle. HOw very wrong I was. ARound 26th Oct I ordered 2x 15kg dry food for my dogs and rabbits was told I would expect my order by Friday 2nd November. A wait of 5... (read more)
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★☆☆☆☆
“Avoid ”
Written on: 01/11/2012
Placed an order three weeks ago and still not shipped, just standard e-mails about warehouse problems. Can not contact them on the phone or by e mail. Will not use them again (read more)
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Showing 11 - 20 of 436 Reviews
★☆☆☆☆
“Worst experience ever - AVOID”
Written on: 31/10/2012
I ordered a dog bed on 27 Sept and by 12 Oct it still hadnt arrived, when I enquried where it was, I was told it had been signed for. I filled out a form declaring it wasn't recived and was promised another bed. 2 more weeks went by and no replacement. I have asked them to cancel my order and refund me 4 times and they just ignore my emails. Today (31 October) they email me advising my dog bed is on its way! The phones are constantly on answering machine, customer service do not bother to... (read more)
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★★☆☆☆
“Really Concerned”
Written on: 28/09/2012
Just read the recent reviews, as placed an order for dog food 2 weeks ago and no delivery. I had used them in the past and other online sites with no issues, and they had a vet recommended food at a very competitive price, so went ahead . I cant reach them by phone as an out of date message greets me, and no response to my email. I will now have to fork out again for food which I thought was on its way ..and with 5 fabulous dogs to feed its another spend I should not have had to budget for... (read more)
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★★★★☆
“Excellent”
Written on: 15/09/2012
Cannot believe the item could be produced and sent so quickly for such a low price. (read more)
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★☆☆☆☆
“items didnt get sent as they had priced them wrongly”
Written on: 07/09/2012 by madcat (29 reviews written)
I ordered some dog food on offer apparently on their website, its the first time i have used them and the prices looked good. a few days later i get an email stating they had priced the dog food wrong and i wouldnt be getting it. I just ended up going to the pet shop in the end (read more)
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★☆☆☆☆
“WORST ONLINE COMPANY I HAVE EVER ORDERED FROM”
Written on: 04/09/2012
Placed my order in june its now september and still not arrived have sent numerous emails and they just send a standard answer saying they are dealing with it have rang and just get answering machine saying they are closed for one day in august have asked for refund but they just say in the email they will deal with my order as a matter of urgency but its just them fobbing me off. DO NOT ORDER ANYTHING OFF THEM (read more)
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★★★★☆
“Feedback on delivery”
Written on: 26/07/2012 by Stothy (1 review written)
Thankyou for prompt delivery. Would have been happier if courier had taken goods back to the depot rather than leaving it on the doorstep. Other than that, happy with the service Stothy (read more)
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★★☆☆☆
“website information needs updating!”
Written on: 07/07/2012
Like previous people, I have used them in the past, but feel they have let themselves down this time. I ordered, as advertised, a 7 pack of 950g Whiskas Senior Cat food, it seemed a fair deal at £23 +. Cheaper than Tescos per pack. It took a couple of days for Yodel to send a tracking advice, but when I tracked the parcel, it had been returned to their Lichfield depot, not put out for delivery. I rang Yodel, they said the tracking number was a digit short, despite counting the requisite... (read more)
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★☆☆☆☆
“Avoid Like The Plague”
Written on: 25/06/2012
Ordered Cat food over 3 weeks ago, money taken over 2 weeks ago and still no order delivered!!!! emails go un-answered apart from 1 where I had a response to say they were having warehouse problems... however still no order and still no response.................ABSOLUTE JOKE OF A COMPANY (read more)
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★☆☆☆☆
“Very poor, avoid.”
Written on: 19/06/2012
Have been waiting over 2 weeks for a delivery of Frontline despite being advised of a 5-7 working day delivery period. Have called a couple of times and have been advised it's on it's way but clearly being fobbed off. (read more)
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★☆☆☆☆
“Wrong item sent TWICE, and they ignore emails”
Written on: 19/06/2012 by spanielGirl
Oh, what a dreadful company! After receiving a completely wrong product, I immediately sent an email requesting the correct product be sent out. After 6 days I had had no response, so I sent a further email, saying how poor this was and requested a refund. Immediately got a response saying they were dispatching the correct order. Today it has arrived. And you guessed it, it's exactly the same incorrect product as before! What a joke this company is, and completely incompetent. Please avoid! (read more)
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Showing 21 - 30 of 436 Reviews
★☆☆☆☆
“Do not use this company”
Written on: 19/05/2012
Like so many of the other reviews I ordered something off of this website - told it was dispatched on 9th May still hasn't turned up. When I contacted Customer Services they said it should reach me within 7 days and if I hadn't received my order by 22nd then I could have my money back. I have pointed out that 22nd May is NOT 'within 7 days'. Do not use this company - they are cheap for a reason. (read more)
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Written on: 18/06/2012
I think you will find they iuse the same courier Zooplus do, Yodel, as its cheap, and i have been waiting for 18days for the orders i placed with zooplus, and before i had this happen, i ordered form pPet supermarket, and did not know they use the same courier. So, if anywhere uses Yodel, this is common for them to lie about delivery being done and you were out, so they took it back, and i know they didnt deliver as i was here. Zooplus and Yodel are not helpful, and i am hoping when the 20th June arrives my order from Petsupermarket come, but in the meantime, anyone thinking of ordering form any comapny using Yodel, check their feedback and choose another place, or wait for ever for your order and be left hanging with false promises from the company you ordered from, who know whats happening but dont come clean with you that is common practice for Yodel to do this!"
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★☆☆☆☆
“No delivery 9 days later”
Written on: 17/05/2012
This used to be a good company, but they are obviously not coping. My delivery has not arrived for 9 days and reading other reviews this seems to be the norm. If it does not arrive by tomorrow, I will have to try a paypal dispute. BEWARE (read more)
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★☆☆☆☆
“treatment of children”
Written on: 13/05/2012
Yesterday I took my 5 year old grandson into the Weston, FL, store. He accidently knocked the glass ONCE for the parakeets and the store manager was chastising him. Then he was trying to reach a button for a short video and stepped on the shelf (which has nothing on it) to reach it and she again got on his case. He was very well behaved in the store. I will not go back to that store again for my dog food and cat food. IF he had been an undisciplined and wild child, I would have... (read more)
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★★★★★
“Brilliant!!!”
Written on: 10/05/2012
There's a reason why this compnay was all over the place in recent months. I've found out that they relocated their warehouse....ergo calls not being answered, emails not being answered, delivery slower the usual. I'd buy from them again, they have just had trouble during the relocation process. (read more)
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★☆☆☆☆
“Worst experience ever”
Written on: 03/05/2012 by Drappa
Ordered something from these people for the first time but will never do so again and will also tell every pet owner I know to avoid them. I placed my order, payment was taken immediately, but nothing for a week. I then tried to cancel my order and have received no response to multiple emails. I tried calling their 0800 number five times, was listening to music for 4-5 minutes each time and then someone picks up the phone and hangs up!!! There is no option to cancel the order online, even... (read more)
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★☆☆☆☆
“Didnt even reply to recorded letter.”
Written on: 02/05/2012
Like many other customers Pet Supermarket took my money for my order then when it didnt come and i tried to contact them i couldnt get through on the phone.They couldnt even be bothered to acknowledge e-mails(eventually they did when the order arrived 2 weeks after ordering)I send a recorded letter asking for an explanation but like the phone calls and the e-mails no acknowledgement.This has happened twice now it wont happen again!! The only good point is that this is the only company that... (read more)
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★☆☆☆☆
“Terrible non-existant service”
Written on: 20/04/2012
I orderd - the money was taken straight away. No response from order for days. Kept calling the number - on hold -then cut off. No response to emails. Cancelled order. They then despatched the order. I have asked for refund. No response. Have now acknowledged request for refund but apparently that will take 5 working days. TERRIBLE. DO NOT USE. (read more)
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★☆☆☆☆
“JUST DREADFUL SERVICE”
Written on: 20/04/2012
Do NOT buy from this company. They take your money, then don't deliver the goods on time, and when you try to contact them through their expensive phone line, they simply keep cutting you off. I have spent pounds waiting on the phone for them to 'come back to me' on the phone, then someone simply keeps putting the phone down. If you want your goods delivered on time, and don't want to spend pounds trying to get their mistakes sorted, then buy from some other company. (read more)
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★☆☆☆☆
“Were good, now very bad”
Written on: 19/04/2012 by MJeane (2 reviews written)
I've used Pet Supermarket one and off for quite a while, and although they weren't brilliant they were certainly satisfactory. However they now seem to have made some back office changes, and now they are very poor indeed. If you order from an online company you need not only good choice and good prices, you absolutely must have efficient and speedy delivery and good customer service if/when things go wrong. Pet Supermarket now don't have either of these last two. Firstly, they now use... (read more)
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★☆☆☆☆
“Quite literally the worst company I have purchased from”
Written on: 18/04/2012
This company are horendous. I placed an order 3 and a half weeks ago, this was showing as processing for over a fortnight, despite my contacting them after a week and being assured my order would be dispatched the following day. I emailed to ask for a full refund, I received a response several days later stating that this would be actioned. The order is now showing as cancelled over 3 weeks later but I am yet to receive a refund. So they have had my money for nearly a month and I have... (read more)
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Showing 31 - 40 of 436 Reviews
★☆☆☆☆
“shocking.....cheap for a reason...never again”
Written on: 13/04/2012
ordered and paid extra to get it within 4 days... day 4 now and order still pending??????? have tried to call 4 time now @ 10p a min you are on hold for about 10 mins then it rings and cuts you off. I WON'T BE USING THESE AGAIN AND WILL CONTACT MY CREDIT CARD COMPANY. (read more)
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★☆☆☆☆
“No customer service!”
Written on: 12/04/2012 by HollyStout (1 review written)
Ordered goods two weeks ago, with site saying delivery 3-5 days. Have heard nothing since. They have not replied to my e-mails and nor will they answer the phone. (read more)
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★★★☆☆
“Good value products but customer service so so ”
Written on: 12/04/2012
I normally order something from Petsupermarket once a month and when things go to plan it is excellent in terms of price, quality and delivery. Problems seem to occur when goods are not in stock. They appear to have no process for dealing with this or informing the customer until the delivery is due. Reaching hold of customer services is impossible via the phone (also expensive). I will continue to use petsupermarket as I honestly do believe they are a good company they just to to... (read more)
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★★★★☆
“Great Service”
Written on: 12/04/2012
No problems with this company, delivery always as promised and great selection of products. Like the fact you can select only dog foods made in the UK Only one wish would like to try a sample of dog food before buying a large bag as my dog is very fussy eater. Free delivery is definitely a bonus. (read more)
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★☆☆☆☆
“retired”
Written on: 06/04/2012
ordered last thursday still not received items tried phoning all morning on bt landlines found on saynoto00870 but all engaged also tried their 08448099907 but after hanging on for 5mins line whent dead never had probs on previous orders (read more)
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★★★★★
“Superb service and great value!!!”
Written on: 23/03/2012 by Jools66 (1 review written)
I was a little hesitant in ordering from Pet Supermarket having read the previous reviews, but I had no need to worry. I sent an email about the item first as I had a query and they responded quickly the next day. I placed my order and paid for the Standard delivery, as I needed the item quickly. I ordered on Thursday morning and it arrived Friday morning by courier. The item is just what I was after and far cheaper than anywhere else. I would recommend Pet Supermarket to anyone. (read more)
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★☆☆☆☆
“Avoid. Bad customer service.”
Written on: 17/03/2012
Placed an order online end Jan, after 4 weeks went by and still no items I sent an email to customer services asking where my order was as showing received at their end but not dispatched even though my payment was taken........ No reply to my email. Wrote again a few weeks later and got a response this time saying that they couldn't trace the order/payment wasn't showing up as received their end but they would look into it and treat as urgent....... A few days later, I called them as... (read more)
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★☆☆☆☆
“THE WORST”
Written on: 09/03/2012 by Unhappycustomer2012 (2 reviews written)
Honestly, do not waste your money or time with Pet Supermarket. The customer service is none existent - the wrong items turn up or don't turn up at all which was the case with my order. You telephone and get no where and then your left wondering where is my order? After much emailing, and telephoniong I eventually just a refund and I went to a different pet store and got excellent service. (read more)
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★☆☆☆☆
“have had rude and vile response from customer service team”
Written on: 08/03/2012
DO NOT DEAL WITH THESE PEOPLE! Tried to place an order on thursday both by internet - their were severe problems with the site - and then by phone - none answered phones for 15 mins and they charge you for calling them...as per advice obn site wrote an email to complain and got abnsolutely vile email back 2 days later...full of abusive language andhard to believe. have just spent 15 mins on corporate no trying to speak to someone/anyone at company but no answer from any department! MD has... (read more)
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★★☆☆☆
“Very late/unreliable deliveries and awful customer service”
Written on: 11/02/2012
First time we used this company, and placed a very large order selecting free 7 days delivery. When delivery is 7 days, I usually presume I will recieve goods within.... 7 days. When we didnt, we called them, and were informed it was 7 WORKING days, therefore actually 9 or 10 days. When it still hadnt arrived we called again, and they said they would track our parcel and get back to us (at this point we had not recieved tracking email). They did not email or call with any details or apology,... (read more)
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Showing 41 - 50 of 436 Reviews
overview
pet-supermarket.co.uk
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Clouddancer456's Comment
Written on: 25/11/2012
Have used Pet- Supermarket past year and a half.
Prices very reasonable.
No problems with despatch or deliveries until last week.
Placed an order 0n Sunday 19/11/12.
Yodel, was the Carrier.
Notified by them, delivery would be on Wed 22/11/12.
Failed delivery, noted on internet, stated Card was left at my address. (NOT SO)
Delivery rearranged for Friday 24/11/12.
Again failed delivery noted on Internet and again stated Card left at my address. (NOT SO)
Delivery rearranged again for Monday 26/11/12.
Unable to contact Yodel by Phone or E mail as no contact available.
Contacted Petsupermarket and explained situation.
Lo and behold Goods arrived unexpectably on Saturday 25/11/12.
Driver gave no explanation only to say he had the goods on his Van for several days.
Cannot blame Petsupermarket.
YODEL, YES YES YES it was there fault, plus no way of contacting them, to sort out situation.
However Petsupermarket should sort out any Customer problems with them, as it could affect their business