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

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Latest Reviews

★☆☆☆☆

“AVOID AT ALL COSTS”

Written on: 13/03/2015 by AliyahMcCormack (1 review written)

Placed order on 27 February as of today 13 March still haven't received it. For 3 days they were unable to find any details of my order at all. I then received 2 emails within an hour of each other from different people. The first said my order was dispatched on 2 March the other said still no trace of it so they would refund my order. As of today no goods received and no refund. My advice to anyone thinking of using this company - don't!… Read Full Review

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★☆☆☆☆

“Worst service ever!”

Written on: 05/03/2015 by Tinakim2002 (1 review written)

I placed an order which did not apply 15% first user discount. This took 2 days to resolve and delayed my order. On cancelling the order I learnt they had taken my money, £160! before despatching it|! 3 days on and I have still not received my refund. Strongly advise people to not use this company… Read Full Review

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★☆☆☆☆

“ordered frontline flea treat on 18/01/15 as my cat had...”

Written on: 24/02/2015 by McDougall211 (1 review written)

ordered frontline flea treat on 18/01/15 as my cat had fleas and I had ran of treatments when goods didn't arrive when online chat on there web site spoke with agents who were unhelpful and spoke very parrot fashioned like they were reading from the company's script both stated there goods are sent untracked and I had wait 14 working days before I could claim for non delivery,keep that to themselves no where on web site is this stated.On the 02.02.2015 I asked to put in a claim was told they… Read Full Review

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★☆☆☆☆

“Really bad experience”

Written on: 14/02/2015 by Sidneyf1980 (1 review written)

I had never recieved a confirmation email or anything when I made the order. Then it never arrived at the comapny address that I gave. When I called customer service it was a pain to track the order down as I had paid by PayPal. Then they claimed UPS couldn't find the address (a big company on the street!)!! This happened twice with the same order! When I called again they said they were waiting on the goods to arrive at their base and then would contact me to refund the money. This never… Read Full Review

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★☆☆☆☆

“what a joke! ”

Written on: 12/02/2015

ordered 3 large dog food packs and quiet expensive ones too. on the estimated delivery date i had heard nothing besides the order confirmation. i contacted the company and was told that they were dispatched on a 48 hour service but they couldnt say for definite that it would take 48 hours. im not sure how that works. i asked if they could confirm as i had to wait in for said parcels and was told i would be contacted back but i wasnt. well 4 days later i recived only 2 packs. i contacted them… Read Full Review

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★☆☆☆☆

“Don't even want to give them one star! ”

Written on: 06/02/2015 by katiemethers (1 review written)

I ordered a Wahl Moser Arco Cordless Trimmer from them and paid extra for express delivery. The only communication I got from them was an email confirming my payment. A week I spent calling them to check on the status of my delivery. I got the usual - We had to order it in. It's on its way. Should be in us by Friday then we will express deliver it to you. I call them Friday, to be told they no longer sell this product and it has be discontinued from their website. When was I going to be… Read Full Review

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★☆☆☆☆

“No communication, Paid extra delivery and didn't...”

Written on: 06/02/2015 by Palmer52 (1 review written)

I had a litter of puppies going at the weekend. Order extra food for them to go home with. Paid the extra delivery charge to have the items with 1-2 days. It has now been 9 days and still no items. Apparently they were out of stock but no one bothered to inform me so I paid extra money for no reason and I haven't even had that money back or any offer of money back on my order. Completely useless company and I will never be using again… Read Full Review

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★☆☆☆☆

“"Brilliant at being useless"”

Written on: 23/01/2015 by Roccol312 (1 review written)

I have a cat with very specific dietary needs, without his correct diet he becomes very ill and treatment is required at my vets. I previously ordered his special food on-line with "Pets at Home" it would be delivered within two days, however someone suggested I try Pet Supermarket as their prices were very competitive and indeed they are. However the old adage of, "you get what you pay for" was never truer, with this company however it means "you pay cheap, you get cheap service". They are… Read Full Review

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★☆☆☆☆

“no delivery”

Written on: 13/01/2015 by Bodrick (1 review written)

I placed an order and expected delivery next day. I had no email or any communication from them - a few days later I chased them. 2 of the 3 items they didn't have in stock. But they failed to tell me this. The pets are running low on food so I had to cancel and find a away to get to the shop. I won't be using them again. … Read Full Review

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★☆☆☆☆

“No show delivery”

Written on: 14/12/2014 by AudreyReese (1 review written)

On 1 Dec ordered vetzyme and Burns dog food. There was no sign of delivery at end of specified period. I rang to chase and was told that the Vetzyme had been out of stock but that our entire order was on its way. I was given details of the delivery company and tracking system but needless to say the details provided were wrong and non existent. 35 mins trying to get through and regularly cut off. Telephone number on site alters when you dial it which makes me think that I am also being… Read Full Review

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★☆☆☆☆

“slow delivery of food”

Written on: 10/12/2014 by lee6610 (1 review written)

this company is blaiming black Friday and cyber Monday i think they are using this as a excuse if you check out their face book page lots of people are having the same problems ordered dog food and worming tablets £44 on 28/11/14 13 days later no parcel rang up on 8/12 they assured me the parcel was on its way give me a tracking number but it was the wrong number for yodel set alarm bells ringing so i found them on face book after a lot of sarcastic comments on face book to try to push them… Read Full Review

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★☆☆☆☆

“Shocking customer service”

Written on: 28/11/2014 by Victoria1969 (2 reviews written)

Placed an order of £35, it took 8 days to arrive, the Simple Stain solution had leaked in the box ruining 3 items, I rang and was told to email photos of the damaged goods, which I duly did. Then heard nothing! So after 3 days I chased them. Then heard nothing for 2 days when an email arrived saying the damaged goods had been despatched on their prime delivery. 7 days later no replacement order received! I emailed enquiring as to where my order was. No response. 2 days later I emailed saying I… Read Full Review

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★★☆☆☆

“No food again kitty.”

Written on: 27/11/2014

I hesitated to order cat food for my sphynx after orders for cat litter came very late on occasion. So I ordered the food using premium delivery, what a laugh 4 to 5 working days. Unless you order on Monday morning early you will have to wait at least a week including the weekend and don't include the day you ordered. I have telephone but being told that the item was sent out the day I have phoned to find out where it is, and having some young man try to convince me 8 days is only 5 in his… Read Full Review

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★☆☆☆☆

“Owner sold in 2012 . Complaints man does not reply”

Written on: 14/10/2014 by Grammargirl (1 review written)

As I discovered on 13 Oct 2014,  one man is no longer CEO as he sold this company in 2012. I received an order containing a tub of mealworms which had been placed in the box with the lid completely smashed and hanging off. All the contents got mixed in with paper packing and went all over my kitchen. I am not happy. I have been waiting for a reply to an email since 2nd October 2014. Have sent 3 more, including to the "complaints man", this man as stated in contact us section, who states he… Read Full Review

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★☆☆☆☆

“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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Grammargirl's Comment

Written on: 14/10/2014

As I discovered on 13 Oct 2014, he is no longer CEO as he sold this company in 2012. I have been waiting for a reply to an email since 2nd October 2014. have sent 3 more, including to the "complaints man", as stated in contact us section, who states he will definitely reply in 24 hours. Nothing in over a week so far. This company has really gone downhill since it got too big for its boots by moving to London. It should have stayed a small family run business in Newcastle with excellent service. Not surprised he sold the business as he could see it was heading south (literally!!!!!!!!!!!!)

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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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