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Viovet - Not somewhere I'll be buying things for Merlin again
Member Name: MoodyLauz
Advantages: God customer service
Disadvantages: Products out of stock not shown causing problems with orders
For those of you who regularly read my reviews you will know how Merlin gets bullied by some farm cats who live close by. On a couple of occasions now he has come home roughed up after obviously being in a fight. This has led to the odd scratch and cut which have been pretty minor, luckily not requiring a vet. However, I decided I should get some antiseptic spray to treat these minor wounds and this is where viovet came in.
Viovet sell a range of food, pet store items (toys, leads etc) and prescription and non prescription medicines. The site itself is fairly simple but is well laid out so finding what you need is easy. You just click on what category you wish to look at and are given a list of various animals which when you choose leads you to another list of products. For example if you choose non prescription medicines and cats you get a list of different things you might need medicine for such as allergies, weight control etc. They seem to stock quite a vast majority of products. I find it best to search the site through the menus as their site search engine never seems to find all the products they stock.
On choosing the product you are met with a product description with information about price and postage. Delivery is free over £60.00. However, there is a charge for smaller orders of £1.00 for medicines and £3.95 for heavier orders, which is fairly reasonable. However, I cannot comment on how quick their delivery service is (I will share my experience with you shortly). After you have chosen what you want to order you need to register with the site, this is a simple process as there are not too many boxes to fill in. After you have paid if you have ordered a prescription medicine you need to post or fax the prescription to them.
My experience with viovet as I'm sure you've already guessed is not a good one. I ordered some antiseptic spray for Merlin on the 8th April, he had come home with another cut and with the website saying the spray is usually shipped in 24 hours I though great and quickly ordered even though with delivery the item I was ordering was slightly more expensive than other sites. Then I waited for the item to be delivered and nothing came, I waited a week for it to appear on my doorstep but still nothing!
I had a check on my account on the site; there was nothing to say there was a problem but at the same time they hadn't done anything with my order since about the 10th April and when I checked the product again on the site it still said 'usually shipped in 24 hours'. I figured that they were just being slow and decided to give them a bit more time so again I waited and then with other things going on I forgot about the order. On the 22nd April I realised that I still hadn't received anything and by this stage I was pretty annoyed. I sent them a message through their website enquiring where my order had actually got to.
This is the only real plus point for me about the website; the customer service team are very quick. Within an hour of my enquiry I got a response. They apologised that no one had got in touch with me regarding the order but the product I wanted was out of stock and they had no idea when it would be in stock again. I was given the option to cancel the order, which I took because by this stage I was very angry at how I had been kept in the dark about my order. The refund came through fairly quickly, which I was happy about.
In terms of the order, it is a case of these things happen (even though they should have contacted me in someway). However what annoys me about this site and means that I won't ever use it again is that while I had the product on order and since cancelling my order I have been checking as to whether they have changed the dispatch information, just to see if they have labelled it out of stock. They haven't. I think this is really bad customer service and will put people through the same annoying problems I went through. I know they are covering their backs saying 'usually shipped in 24 hours' but after being informed the product isn't in stock and they didn't even know when it would be they should change the dispatch information. This has severely lowered my opinion of the site.
If you want to check out the site then visit www.viovet.co.uk as they sell a lot of products at fairly competitive prices. However, from my experience I can't recommend the site and it gets one star from me for the good customer service.
Summary: I wont be using this site again