BestPets - www.best-pets.co.uk

I ordered items late on Tuesday. They were not dispatched until the following Monday. Even then they were possibly only dispatched because I emailed to ask how I could find out whether they had been dispatched.

The order arrived with a letter apologising for the delay and inconvenience which was due to the fact that BestPet had "migrated our warehouse solution" which involved dispatch problems and saying that "delays for any reason are not acceptable" and " It is not a true reflection of our efforts or intentions".

Delays ARE sometimes acceptable – sometimes there are circumstances out of the company's control. However, on this particular occasion, taking a customer's order and their money when you know you are 'migrating your warehouse solution' and that this will lead to delays is NOT acceptable. It shows contempt for the customer. The "true intention" seems to have been to hide the information about dispatch problems from the customer. Information about the possibility of delays in dispatch should have been displayed clearly on the website BEFORE people made an order. They could then make a choice about whether to proceed or to find another supplier.

This was the first time I had used BestPet (or MediAnimal or Kokoba Limited or any other name they may use). As someone moving back to the UK with 3 cats I might well have become a regular customer. However, I won't use them at all in the future. I will find another company that has integrity and treats its customers with honesty and respect.

As only "selected" reviews are displayed on the BestPet site, this is unlikely to be added so I will find a review site elsewhere on the web.