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

Complete lack of customer service - changed my address under "My Account" on the website and yet they shipped to an old address and are not prepared to take any responsibility despite their website causing the issue due to an awful and illogical CX/UX.

It transpires that neither of buttons under "My Account" that give options such as "Add, delete and edit your delivery addresses here" are used when they ship a repeat order, despite (and I quote literally here) "subscriptions are managed directly within your account, any updates to address details must be made before the next scheduled order is generated" - genius!

Avoid at all costs will not honour a delivery you will loose your monies

Appalling service from pet supermarket!

We have been a LOYAL customer for a very very long time with multiple family members all shopping with pet supermarket and sister companies and they have treated us horrendously!

First mistake we accepted an apology / cancelled order and put it down to the new system issues they were having! Second mistake which was nearly 2 months after the first so we thought all would be well with the ordering system by now, it could have cost my dog his HEALTH AGAIN as we order a special renal food and I don’t take it lightly! After two nearly 3 weeks of not receiving my order I contacted pet supermarket and they were still having issues with the new system and were trying to revert back to the old system, this I have no issues with, the issue I have is the LACK of communication and disregard to inform their customers that they would not be dispatching orders any time soon, or EVEN have any of the items in stock! they took my money when they didn’t even have the items in stock Even after three weeks from order! Surely this is illegal let alone immoral! I could understand an everyday food treat item or toy but not to contact people ordering MEDICAL VETERINARY food is completely immoral and shows this company puts its profit margins before the health of its customers pets! I have lost all trust in this brand and its sister companies now and I have informed relatives and friends of my experience also. I have to say this company also has 3-4 of the leading online pet websites under its belt so please also beware as they are all fulfilled by the same dispatch centre and have the same low level of customer service!

I have proof of all of my conversations with them recorded which I’m happy to make public as a member of their staff from their customer service informed me they have tried to get management to put a notice up on the website or email customers regarding this matter etc , which fell on deaf ears!

I would AVOID this company and all of its sister companies , they show no respect for customers no matter how much you spend there.

Utterly disgusted in the treatment I have received , there is no excuse for this level of disregard they have for their customers.

( even after forwarding a complaint via the phone I have still not heard anything! )

Sent hills diet dry dog food instead of my royal canine never answer phones same e mail sent every time you contact them I think this firm is getting as much money in that they can then will declare themselves bust had this with a holiday form about time somebody stepped in and do something will never shop online for my pooch again a very angry customer

order placed 1st December.

here nothing for a week.

i send email and receive response that there will be another week to reply.

so i call up and told things are messed up due to moving warehouse.

get response to email item out of stock no estimate on ability to supply so given choice to wait or cancel order.

so i reply to that email within an hour of receiving to instruct them to cancel order and refund my money.

i get my dog food from another suppler all done you would think.

four days later get email to say that the order that i had already cancelled and no longer need has now been despatched to me .

so as i am fed-up with wasting my time sending emails and listening to hold music on the phone i have now contacted them though the PayPal complaints system yet again telling them to cancel the order and refund my money.

i will now sum up as politely as i can . would seem that no one there could organise a p---up in a brewery.

Useless - they promise VIP service and what do you get?

They ignore your emails

They ignore your texts

They take 45 mins to answer phone

This is what they said - we cannot give you a time when your order will be sent

They promise three days delivery

They pro use many things but their promises are not carried out and are worthless.

Don't bother trying with them - that's a waste of time.

I ordered something from them on 26th November....it is now 11th of December and it still hs not arrived. Their phones are not being answered and they are not replying to emails. Very poor service. I paid extra for quick deivery too! There is no way I would order from them again or recommend them to any one else.

Ordered pet food over week ago, still not despatched, Pet-Supermarket took the money on ordering. Have called customer services several times but no answer and no answer to emails. Have seen the Guardian article too late for me and I'm surprised Trading Standards haven't closed down the website as pet supermarket still taking money and advertising Christmas offers.

I placed an order 3 weeks ago for over £50. The money was taken immediately from my account.....but still haven't received the goods.

They haven't responded to my emails and I was on hold for over 25 minutes this afternoon.

I would not advise anyone to use this company at present.

I ordered dry cat food and received dog food. The cat food in pouches I ordered was all the same variety, not the mix I'd ordered. It took 2 days for anyone to answer the phone and emails didn't deal with my problem.

They finally agreed to have the order returned, but I had to buy special tape to rewrap it as their box was so badly fixed together.

I haven't been able to checked yet whether they've refunded me.