I agree with the previous reviewer - avoid. Abysmal customer service and atrocious delivery service. By the end of my most recent non-order I'll have wasted 2 days waiting for couriers to bother to turn up. I will spend a little more on the same product with companies that you can rely on.
Placed order number 5843686 for a Hurtta Coat which was shown in stock. A couple of days later I checked the order progress and it was still showing as being processing. I contacted customer services and they said they were awaiting more supplies and that the item would be dispatched within two days. Item still has not arrived and the sales team are now ignoring my Emails and the order is still showing as processing. So don't be taken in by the prompt delivery that is promised.
If you want a frustrating wait for your order, followed by an equally frustrating time trying to get a response from Pet Supermarket customer services, then you're fine to go ahead and order from this company.
Pet Supermarket used to be very reasonable - but now they use the dreaded Yodel courier so your parcel probably won't turn up at all and definitely won't turn up on time - and it may well be damaged if it does turn up.
When you phone Pet Supermarket's customer services you will be spending your money straight away because they use an expensive telephone number (from which they take a cut). The telephone is answered immediately and then you are put on hold while your telephone bill leaks your pennies away. If your call gets answered (and often the line just cuts off after you've waited a good while), you won't get any help because Pet Supermarket do their damnedest not to refund and they aren't about to go and find out what's happened to your parcel (it's either the warehouse's fault or Yodel's fault that your parcel hasn't been delivered).
Save your time, money and temper and avoid this company.
Dont shop with this website. I ordered a stroller which arrived badly damaged. I couldnt get hold of anyone to sort out returns, so returned the item myself. They then emailed me too late to arrange collection. Now they will not refund my postage as stated on website as I sent it myself. I had to make the decision to send it bacl otherwise I would have run out of my 7 day money back guarantee. Either way I lost some money. Terrible customer service, never answer their phones.
AWFUL CUSTOMER EXPERIENCE... New customer with over £60 order and 7 days later the order had still not been processed, i was convinced the company was GOING OUT OF BUSINESS and was desperate for a refund, the company was UNCONTACTABLE, with automated messages advising of staff training which is a RIDICULOUS excuse and the main reason i thought the comany was UP TO NO GOOD. My order was cancelled after sending an email but only refunded after sending another email to request it, to sum up i would say good prices great website but TOTALLY INCOMPETENT HUMAN FACTOR. I recommend if you are concerned TRUST YOUR GUT INSTINCT AND CLAIM A REFUND IMMEDIATELY. 0/10 for trust 0/10 for efficiency 0/10 for customer experience and 5/10 for the site = 1 star
I placed an order and paid for additional delivery (ie not the free slow one), the estimate as I purchased said it would be delivered within four days. After emailing - no response. Phoning - third time lucky with it ringing constantlyI got through to someone who said they hadn't even got the items in stock! They'd taken the money out of my account but hadn't even got the items. They expected me to 'wait' and see what the stock situation was...The worst thing was - NO APOLOGY. AVOID!
I have just had to wait 7 days for my order to be despatched, 7 whole days, yes I chose the 'Super saver delivery' service but at no point did it say that my item would not be despatched for upto 7 days. They took the Money 2nd October, so why am I left waiting another 6 days after that for despatch?
I contacted their customer service who fobbed me off saying 7 working days for super saver delivery - not sure why this would result in a 6 working day wait for despatch, also who buys their dog food 2 weeks in advance?
Then I decided to cancel my order and all of a sudden I get an e-mail saying 'your order cannot be cancelled because it has been despatched' my account login still shows 'Processing' which according to the terms and conditions on their site state that if it is processing I can cancel my order.
A number of e-mails were sent back and forth and eventually a tracking number comes through saying it was on the way to the hub at 14:33 - odd that since at 9am the customer service agent claimed that it was already on the way to the hub and the account would update when it arrived at the hub(later that day the story changed to the account updates on a nightly basis - same customer service agent - new story).
They now expect me to send the item back at a considerable cost to myself if I want a refund, the fact that the delivery is going to cost me 66% of the item seems a little unfair, even though it is quite clear that the order was rushed out as soon as a cancellation request came through.
I will never use this service again, the customer service provided was appalling and basically made out that I was in the wrong at all times, questions were asked in e-mails and no response would come through until I e-mailed again to query why there was no response. They seem to think that quoting terms and conditions on the website makes the sale valid, even though when you point out they are not adhering to them they claim their system updates before the customers account? That isn't stated in the terms and conditions.
Appalling customer service
DO NOT USE!
I actually came across Pet Supermarket after reading a DooYoo review.
A few weeks ago it was about time for me to order some more rabbit food so I took a look at Pet Supermarket.
When I first clicked onto the site there was plenty to take in with lots of information about new products, delivery and the deal of the day. As well as the latest offers and their featured brands. However I found that it was well spaced out and didn't look cluttered.
The shop is seperated into categories for dog, cat, aquatic, small pet, caged bird, wild bird, equine and reptile. Each category is then split into different sections depending on what you're after.
As I was looking for rabbit food I headed to the small pet section and then into small pet food. There were 51 products, but I could choose how many I wanted to display per page and sort them alphabetically or by price. This meant I could easily find the brand I wanted.
The price was reasonable so I added the item to my basket.
There is also a search function should you be after a particular item.
As is usual for me a few other items somehow found their way into the basket. I decided I should check out as I could have easily spent a small fortune.
In order to shop with Pet Supermarket you must create an account with them, this just involved providing the usual information such as name, email and billing/delivery address.
(By creating an account you can save items to your basket to purchase at a later date, re-order an item using your purchase history, check your order status and create a wish-list.)
There are three delivery options to choose from:
Express - £4.95 (2 working days)
Standard - £3.95 (within 4 working days)
Super Saver - £2.95/free for orders over£29 (withing 7 working days)
I wasn't in any particular hurry for my order so I chose the Super Saver option. The delivery costs are very easy to find on the website which I really liked as some online shops don't show these until you are in the checkout process, so it's not until you have almost completed your purchase you discover the astronomical postage & packing charges.
I got an order confirmation by email shortly after placing my order. At the top of the email was a contact telephone number, another positive for me - there is nothing worse than not being able to find a phone number if you have a problem.
The following day I suddenly realised I'd meant to order another product and forgotten about it. I rang the contact number and asked if I could make an addition to my order, I was told this wouldn't be a problem and they took the product name and item number from me. This was great as some stores inist you make another order, which means you have to pay for additional delivery. I was a little worried as I didn't receive an amended order confirmation.
Although I had only paid for super saver delivery my order arrived in three working days by Parcelforce, and my additional item was included. All of the items were well packaged and in good condition.
I am very pleased with my experience of shopping with Pet Supermarket and wouldn't hesitate in recommending them to others. I will definitely use them again for future purchases.
£5 off your first order if spending over £49
5% cashback through TopCashBack / Quidco
My cat was diagnosed a few years ago with urinary tract problems which basically means that he gets stones and gravel forming in his bladder. He had to be admitted to the vet's as a medical emergency as his uretha was partially blocked and he couldn't pass urine. Luckily the vet managed to clear the blockage but prescribed a special food which helps to dissolve any stones before they become too big and cause further problems. The food is prescription only and costs a small fortune! However, after a search on the internet I found Pet Supermarket where you can buy prescription food (without a prescription) at a cheaper price than that charged by the vet. The saving is about £4/£5 for a 6kg bag. Delivery usually takes 3/5 days and is now chargeable dependant on the weight of the order. However after signing up to the newletter discounts are available including a 5% discount for life by entering the code bonus5 which helps to cover the postage. I have only had one problem in the last 3 years of ordering when they sent the wrong food due to change of code at their end. This was dealt with promptly and efficiently when I phoned and the items replaced and the wrong item returned without fuss or cost to myself.
Pet Supermarket also supplies various other non-prescription foods for dogs, cats, fish and small animals. I haven't bought any of these items so cannot comment on the price saving. However I have bought frontline flea drops and these were definitely cheaper than the vet prices.
The website also has a variety of pet toys and baskets/beds available.
The only downside is that the website is a bit cluttered and it takes a little while to get used to where to find things. It could also do with a way to tick several items at once and then put them all in the basket at the same time. However, these are small annoyances compared with the discounted prices and ease of having items delivered direct to your door.
www.pet-supermarket.co.uk is a fantastic site for buying pet products at good prices.
The website is quite difficult to navigate it is split into categories. The categories are Dogs, Cats, Fish, Small Pet and Birds. The site is full of of banner and promotions which makes it a bit hard to find what you are looking to buy. There is also a search box so you can search the site for products.
The sale section for the site is well worth visiting as many items are half price. If you are lucky enough to have a pet that is not fussy about food then you can get some bargains. My dog can only eat a couple of brands but I feed him mainly James well beloved. My local bet shop charge £42.99 for a 15kg sack on this site a 15 kg sack costs me £40.69 but if you enter bonus10 at the checkout you get a further 10% off and I go through topcashbacks for 7% cash back!
This website does have some amazing deals but finding then is a bit of a mission! There seems to be so much on the site that I cannot see what I want for looking.
The products I have bought have all been in fantastic condition and well packaged. I love getting my dog food delivered as it is very heavy and I hate carrying it to the car. I have noticed the January sale this year is not as good as it was last January where I got a 15kg bag of James well beloved for £29.99!!
The site sells a lot of pet beds, medicine and other pet related items I have not bought any of these items yet as we don't need anything but they do seem very reasonable priced.
Delivery depends upon the total weight of your order before postage depending upon location. Our standard Royal Mail 4-5 working day courier service starts from only £2.50, other options include a Next Day delivery on orders placed before 1 pm should you require your products in a hurry (quoted from their website)
I have always received my items within 5 days of ordering the items.
I have not dealt with customer service or ever needed to contact them so I cannot comment on that area but the site seems to do everything it is ment to do. The other thing I would suggest is signing up to the newsletter as it often has promotional codes and discounts, which you can use.
Overall an overcrowded site with some good products at good prices even better if you use discount codes and cash back sites!