Seven days after I ordered goods from Pet Supermarket I called to check where they were and was told they were out of stock. I had received no calls or emails to inform me. I wouldn't recommend this store.

Despite Pet-Supermarket's good prices it is very unlikely I'll ever use them again. The first few deliveries I had from them were good, with only minor hiccups.

Then I had a delivery of 54 tins of very expensive dog food ( £1.39 per normal size 410g tin, before discount). Some of these tins were bashed or dented, some have slight rust. The superficially undamaged ones I opened appeared to be gassy and fizzing when opened.

Tinned goods normally have years on the best before date, these had 2 months. So, their excuse was that the goods were perishable and thus didn't count for the distance selling regulations. So they refused to have them back. I have £75 of tins of dog food sat here now. On the manufacturer's advice I fed my dogs one tin - all 3 dogs had tummy upsets.

I was exceedingly disappointed with the Customer Service, which I consider to be a very important part of buying online or over the phone. I feel they need to consider the comparative importance of price vs the post-sales support they gave me.

Received no response to e mails or phone calls yet and the phone number is an 0870 number. Which means the longer I wait the more it costs me for the call. After 12 minutes, I hung up. Delivery was not in their quoted times, and no explanation given yet. Card debited immediately though, on order. Have used numerous on line pet sites; will never use Pet Supermarket again.

First 2 orders fantastic and speedy delivery. Last order, one item short and refund suggested. Expected my card to be credited but when i rang i was told a voucher had been emailed. I was promised it would be sent again immediately. I sent 2 letters and a week later from 1st letter still haven't recieved a reply (web site suggests a response within 3 working days). I shall not use them again even though I saved a fortune on what I ordered. Very disappointed.

Please do not bother with this site. I never will again.

Terrible experience. Won't be shopping here again ever - how they stay in business is beyond me. Managed 3 orders with them - first order arrived next day delivery, but with items missing, although charged for full amount. No prior email sent to inform of unavailability of items Said refund email "voucher" was then sent to me for money off next purchase. Next purchase made - parcel arrived next day delivery as requested - surprise surprise - items missing again but card charged for full amount. Refund voucher sent again. Made third (and final) order - next day delivery requested and paid for. Items arrived 3 days late. Again, items "unavailable". Charged for both next day delivery and missing items. One item faulty. Phoned customer service who asked me to send faulty item back at my own expense. offer further "refund voucher" for other issues off next purchase. Refused to accept this as amount owed was now £20. They agreed to refund money - still waiting for this though. Also now having inconvenience of having to send faulty item back, not knowing if I will ever receive a refund. Waste of time and money. Should be reported to Trading standards

I have placed two orders the first one went through fine but the second one became a problem. BEWARE THEY TOOK MONEY OUT OF MY BANK ACCOUNT THAT WAS NOT PART OF ANY ORDER. They said it was part of their terms and conditions which was not true. I emailed regarding this asking which parts were relevant and they have not replyed TEN days later. I will be taking this further.

I would discourage people from buying from this website, as their service is terrible. Of course, you might have difficulty finding what you want to buy in the first place because I found the website rubbish and the search didn't work when I used it.

Placed an order on next-day delivery, waited 5 days without any word from them, then they email to say there will be a delay. Well duh. Took them ages to refund my card too, having taken the money for something they hadn't despatched yet. Wonder if I could send them an invoice for interest lost from by bank account?

I am actually quite glad that it didn't show as a further look through their site revealed that these people sell electric shock training fences and collars.

Was very disappointed: I was searching for a product that I couldn't find where I normally shop online for my pets and they showed as having it. But after much chasing by me it turned out they didn't stock it after all but had let me replace my order. Very frustrating experience.

I paid for next day delivery (£6.95) and took a day off work to wait in for the delivery. I received an email the next day (the day delivery was due) asking me whether I wanted part shipment of my order as 1 item was out of stock or whether I wanted to wait for it all - whichever I picked I wasn't going to get the next day delivery I'd paid for. I was annoyed as it is normal business practice to part ship and send the rest to follow and someone from Pet Supermarket admitted this is what they should have done. It is also really annoying to arrange to be home all day and then the package doesn't turn up. So I asked for a refund of the next day delivery charge only to be sent a voucher for the money off my next order! I pointed out to them that this wasn't the best way to keep me as a customer - but they now seem to be ignoring my emails.

I would not recommend this site to anyone.

Pet-Supermarket.co.uk quotes a delivery time of 3-5 working days. I ordered the goods on August 1st. Cost was taken from my account on 7th August. I e-mailed them on 10th August to say that if the goods were not delivered by 19th August they would be no use to us, as we were due to leave the island of Tiree. No response to the e-mail so I phoned on the 16th. They said they would get me the goods within 2 days. The goods didn't arrive. I asked for a refund. I was offered a refund for the cost of the goods, but not the postage and packing.

It is now October and I have received nothing. I would discourage anyone from trading with this company. They are quick to take your money, slow to deliver and take no responsibility for failures to their systems. Absolutely terrible service!

Pet Supermarket offer really bad customer service. My order was urgent, so they took 6 days to dispatch it, even though the website offered next day delivery. It has taken since the middle of May 2006 to get a refund, and it was still not received at the end of July 2006, despite assurances they have done it. Absolutely dreadful company to deal with. Companies like Pet Supermarket give buying off the internet a bad name. They are the worst company I have had the misfortune to deal with.

Utterly appalling customer service - they took my money without having the goods in stock to send to me. They then ignored my request for a refund and cancellation of the order. A month later I received goods I no longer wanted in the post. They have still not arranged for a returns collection and have still not refunded my money. Do not shop here.

I Ordered goods on Saturday and selected Thursday for delivery at pet-supermarket.co.uk.
Phoned on Thursday as order had not arrived. Promised delivery on Friday.
Friday - get e-mail to say that goods should arrive on Monday.
Sent e-mail to complain. Told that I was in the wrong - always a good way to win customers over.