Pet Supermarket Reviews - www.pet-supermarket.co.uk

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★★★☆☆
3.4 / 5
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Latest Reviews

★☆☆☆☆

“I ordered three items Four weeks ago,and although i...”

Written on: 10/09/2014 by kevinholdroyd (1 review written)

I ordered three items Four weeks ago,and although i was refunded the payment for one item,which was going to be long term out of stock,i still haven,t received the other two items one month later. I was e mailed that one item had been despatched,so that i wouldnt be kept waiting for the other one,bearing in mind it is four weeks since i ordered it,and it still hasnt arrived,so i wont be holding my breath. Ive ordered items from this company in the past,and i have been really pleased with the… Read Full Review

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★☆☆☆☆

“Shocking and unacceptable”

Written on: 07/09/2014 by 320Fagan (1 review written)

Not a zero star option sadly - I would have used it. Same dismal experience as all other recent reviews. Goods charged immediately (Sat pm order time)and still no despatch by following Friday despite express delivery paid. No response to e-mail. Would I recommend to a friend?? Would not recommend to my worst enemy! No decent company would charge credit card until point of despatch. They cannot be allowed to get away with this. Had to go out to my(brilliant)local petshop and buy all the things… Read Full Review

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C.nelson's Comment

Written on: 12/09/2014

I absolutely agree with this feedback. Very similar story; expensive order placed paying for the Premium Delivery Service and then... silence!
The customer service is dreadful. They say that they will respond to an email enquiry 'within 24 hours'. Three days later I still hadn't heard from them and was forced to use the (expensive) telephone option. I then found that they didn't have my items in stock, but no one had seen fit to inform me. neither could the operative tell me when the specialised cat food I required would be available.
Am trying to find the address of the CEO Mark Berriman to send him a letter.
Astoundingly bad business practice! At this rate I don't see it, Pet-Supermarket, surviving.

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Hettie0505's Comment

Written on: 23/09/2014

Hi,
I had exactly the same issue, I have emailed five times and no response. Have had to ring up the customer service twice now. Still no help. Got told it was Paypals fault as they had it on hold, but they only had it on hold after 14 days of not hearing anything and because I put a case in against them. Now all of a sudden my delivery has turned up yet I haven't received an confirmation and Paypal told me I would receive a refund in the next ten days. Would anyone else be interested in taking this further as it is not on!!

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★☆☆☆☆

“Horrendous do not use!”

Written on: 06/09/2014 by tricks83 (1 review written)

I have ordered from Pet supermarket many times & at the most part been fairly happy. The prices are very competitive & the delivery free but not always the best! I placed my order on the 20th of August which should of arrived on or before the 29th of August. I have yet to receive this order & this is now the second consecutive time that this has happened when placing an order! I have waited two weeks so far from placing this current order & have no word on what is happening & where it is? I… Read Full Review

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★★☆☆☆

“Still waiting for delivery...”

Written on: 06/09/2014 by LincsPoacher (1 review written)

The service has become very poor - they seem to take ages to ship/deliver items. I will not be using them again and recommend potential customers to look elsewhere for the time being… Read Full Review

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★☆☆☆☆

“Awful packaging and deliverey”

Written on: 05/09/2014

I reviewed this company after the previous delivery of bird seeds were poorly packaged and I lost some of the contents in transit. I suggested they put the bird seed in a plastic bag to save any loss. They failed to reply to any direct emails and only replied after I placed a review on Trustpilot. On the positive side they sent me a replacement bag the following day after the review. However, due to DPD leaving the box unsigned for outside AND the bird seed not being in a plastic bag, when I… Read Full Review

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★☆☆☆☆

“Terrible”

Written on: 05/09/2014 by 94Whitaker (1 review written)

I ordered and paid for 2 adaptil plug in's two weeks prior to moving house. I received an email stating they had been despatched on august 20th and have still not received them. My dog was stressed out and anxious needlessly. I would never use pet super market again nor would I recommend them. They have since emailed me asking me to rate the service without having delivered the items they charged me for… Read Full Review

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★☆☆☆☆

“Non Delivery & No Customer Service”

Written on: 03/09/2014 by scBlake413 (1 review written)

I ordered items from this company several weeks ago and received a confirmation e-mail but nothing to say it has been dispatched. Order has not been dispatched despite payment having been taken. Contacted sales dept via e-mail - automated response Sent complaint - no response Tried Live Chat - busy Phoned - disconnected after menu Beginning to wonder if they have gone bust or something DO NOT ORDER ANYTHING FROM THIS COMPANY… Read Full Review

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★☆☆☆☆

“Will not use them again”

Written on: 19/08/2014 by Coleman430 (1 review written)

I have been using pet Supermarket fr years and always had good service. Something has drastically changed: they took the money but the goods were not delivered. They do not answer e-mail or phone calls. How can I now get my money back as ordered a few expensive items that I needed urgently for a cat who is battling through chemo treatment? I will not use this company again as they lost my trust and respect… Read Full Review

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★☆☆☆☆

“Taken my money yet no goods sent... do not place any...”

Written on: 18/08/2014

Spent all morning trying to get through, eventually tried option 1 - Sales (all other options I was automatically cut off)and got through and asked if PS were going under, he laughed & said they had there best ever year. I will be checking with companies house. Any way he assured me my order will be sent out today and be with me in 2-3 days (still haven't received a confirmation despatch email so won't hold my breath). Will let you know if I receive the goods but will certainly not be using… Read Full Review

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★☆☆☆☆

“absolutely awful”

Written on: 16/08/2014 by MarinaSloan (1 review written)

PLEASE DO NOT PLACE ANY ORDERS. THEY TAKE YOUR MONEY NOW AND GOODS NOT ARRIVING . THEY ARE BLAMING ROYAL MAIL.... THEY ARE CLEARLY HAVING A MAJOR PROBLEM AT THIS TIME AS I MYSELF HAVE ALWAYS USED THEM AND PREVIOUSLY HAD NO PROBLEM. HOWEVER MY GOODS WERE SUPPOSIDLY DESPATCHED AND I HAVE RANG EVERYDAY TO CHASE ITEMS .. THEY ARE NOT PREPARED TO DESPATCH ANY MORE UNTIL ROYAL MAIL DELIVERY TIMES ARE UP .. OR GIVE A REFUND. I DONT WANT ANY FURTHER PEOPLE TO LOSE THERE MONEY… Read Full Review

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★☆☆☆☆

“payment taken twice”

Written on: 14/08/2014 by DavonChavez114 (1 review written)

Payment taken twice been emailing them for days now,they say refund done, still waiting for refund. If you can afford to pay for your order twice go ahead and order with them Latest contact with them they can do no more for me… Read Full Review

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★☆☆☆☆

“Orders never received, poor communication”

Written on: 13/08/2014 by annamarie.f (1 review written)

I placed 2 separate orders 3 weeks ago for the first time with Pet-Supermarket.co.uk, spent over £35 on my orders. I still did not receive my orders, after a few days delay in delivery I chased them. After 2 days of contacting them,got a response from their customer care that they only sent off 1 of my order today and I will receive it in the next 2-3 days!? I am planning to go on holiday in the next days, so won`t be able to receive the item or collect it and now want a full refund. I would… Read Full Review

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★☆☆☆☆

“Terrible Service ”

Written on: 13/08/2014 by majorclanger100 (1 review written)

I finally received an e-mail a week after placing my order in early August (although Pet Supermarket took the money immediately) informing me that my order was not in stock - at the same time I received an e-mail telling me it had been despatched. As of yet I haven't received either the items or a refund. You can't get a response from Pet Supermarket when you contact them - just an automated email telling you there will be a delay in responding due to 'a high volume of emails' (I am not… Read Full Review

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★☆☆☆☆

“Worst company ever.”

Written on: 13/08/2014

Placed an order with this company on Sunday 3rd August and paid £4.95 for premium delivery as i needed the items quickly. The website states that "Our Premium service offers quicker delivery of your order in 1-2 days from the time of dispatch, excluding Sundays. This is a 24h fully-tracked next day service from the day of dispatch from our warehouse." I received an email on the Monday to tell me that I could expect my delivery on, or before, the 7th August. When the 7th came, my parcel did… Read Full Review

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★☆☆☆☆

“Terrible service, no sign of goods and no refund.”

Written on: 11/08/2014 by zkWalton1986 (1 review written)

I placed an order for express delivery. After a week of not even receiving a dispatch e-mail, I e-mailed the company only to be told that my order was out of stock. I have had to source pet food from elsewhere as my FOUR cats and guinea pigs need to be fed! I am left considerably our of pocket, I still haven't received a refund and cannot contact the company on Live chat as it isn't working, by e-mail as they don't respond or by phone as they don't answer. I will never be using this company… Read Full Review

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★☆☆☆☆

“GOODS NOT RECEIVED - NO REFUND YET!”

Written on: 09/08/2014 by 2014busymum2014 (1 review written)

I placed an order for dog food and horse wormers on 24th July taking advantage of the free delivery offer. Delivery times are stated on their website as between 3 and 5 days. Two weeks on, I have not received my order, I checked on my account and the order has not even been dispatched! I tried several times to call them on their premium rate number but couldnt get an answer. I have sent several emails, still awaiting a response. finally I tried the Livechat. I have been given no explanation as… Read Full Review

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★☆☆☆☆

“Going bust? Don't use!”

Written on: 05/08/2014

I have the same problem as a good few other people. I placed an order on 12th July for cat food for an elderly cat with kidney problems. The email receipt promised delivery by 22nd July. Of course I've received nothing. I emailed once and got a claim that they were upgrading their warehouse system and I would get a delivery date within two days. That was 10 or 12 days ago, and they're now just ignoring emails. I think we're heading for trading standards or legal advice at this… Read Full Review

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★☆☆☆☆

“Order not received”

Written on: 02/08/2014 by EJackson (1 review written)

I have used this company for a few years and never had a problem but I am now worried that the order has not arrived! I see other people are having the same problem. They told me they were changing their computer system between their suppliers! No email or letter apology. Promised it should be here last week, its now August and no sign of delivery. They've taken the money! Will not be using this company again. It looks to me as if they are having financial problems… Read Full Review

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★☆☆☆☆

“where is my order.”

Written on: 01/08/2014 by jackiew65 (1 review written)

Placed an order on 17/07/14 it's now the 01/08/14 not even showing as despatched, 15 days. Who wants to wait this long for an order to be delivered, I would give this company a wide birth. I will never use them again… Read Full Review

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★☆☆☆☆

“DO THEY EVEN EXIST????”

Written on: 24/07/2014 by Snowie159 (1 review written)

They are super quick at taking your money but when it comes to delivering a service, well what can I say, waiting 14 days so far, still no explanation as to where my order is and if it is ever going to get here, had to go else where for the same goods, I will be giving this company the widest of berths from now on and I advise anyone else to stay clear… Read Full Review

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