non-existent customer service (petplanet.co.uk)

Member Name: Karon

Product:	petplanet.co.uk
Date:	18/12/00 (79 review reads)
Rating:

Advantages: none

Disadvantages: appalling customer service

Well, Pet planet have exceeded my expectations re how rubbish a level of customer service can possibly by delivered.

I had registered with the site many months ago to get a free pet pack. It never arrived. I had half forgotten about it, and had never ordered from the site so it wasn't top of my priorities.

A few days ago I got an email advising I could have £5.00 off my first order. I hadn't ordered from the site before so I clicked on it to have a browse.

As soon as I did so the Web site said I couldn't have the £5.00 off as I had taken advantage of another promotional offer. I was more than a little taken aback at this as I had never ordered from the site before, so I dropped them an email advising that there was an error as I had not ordered from the site and could they send me the free pet pack I should have had months before.

I got a very poor email back from someone called "Vince" who said I had clicked on a promotional email before so I couldn't take another one up - even though I had never used a promotional offer (!) and he claimed I hadn't clicked properly on the site to get the pet pack, although it was obvious from his email that it must have been at least partially registered. There was no attempt to correct the Pet Planet errors; surely this is an absolute basic of customer service? The customer does not want to know what the errors are they want them sorting.

I sent a second email advising that if they don't want to fix the problems then they could remove me from their mailing list.

Do you know what? They still failed to sort the problems and instead have removed me from their list.

I'm so glad I didn't ever order from this site as their customer service level is non-existent.

Please please do yourself a favour and use another company as this one seem to be out to rip the customer off and mess them about.

Summary: