No customer service skills-do not buy from love pet

I purchased 2 dog coats in jan 13, they were too small, so I followed love pets return policy and have still to date received no refund or no correspondence from them re my refund. Following 3 emails, 3 calls I was told that they could only send a cheque by post however despite me contacting them again I am still waiting! If I had of known this would have happened I wouldn't have ordered a further two pet coats. There customer service is appalling and I certainly Wouldn't advise you to buy from them!!!!! Avoid like the plague!

Awful Service - Avoid At All Costs!!!

I ordered special no carbohydrate cat food on a Friday morning before 9.00 a.m. expecting them to arrive before the following Friday as their website said "3-5 working days" for delivery. I had nearly run out and was going on holiday on Friday evening. They did not send an email confirming the order had been sent until the Tuesday (3 whole days after my order was placed) and the tracking number did not work. I rang them on the Friday morning, and they could not tell me where my goods were or when they were likely to arrive. I told them to cancel the order, give me a refund, and had to buy a smaller bag at a higher price from a High Street pet store. I arrived home to find that they had failed to cancel my order and had delivered my cat food (by leaving it in the garden in front of my house where anyone could have walked off with it) half way through my holiday, so over one and a half weeks after I placed the order. Absolutely terrible service, do not use! Definitely not recommended!!!

Utterly Appalled!

I had a repeat order for dog food that was "guaranteed" fixed price and free P&P for life of the order, in place since May 2012. Had no issues , although sometimes a little slow with delivery, until today, out of the blue, they have decided to discontinue ALL brands of dog food except their own brand and they expect me to buy that instead! Aint gonna happen.

Libby Jansen found this review useful

"Let me just put you on hold"

I've phoned this company twice now, emailed once and filled in their enquiry form on their website once.

I initially ordered my items on 7 November and was told they would be with me within 5 days. After two weeks I still hadn't had any response from LovePets and hadn't received my items. I called them and it turned out that the items had been out of stock when the order was placed and so if I still wanted them, I would have to make another order. I did and yet by 29 November I still hadn't received my items. I called again and was told they technically have another delivery day and that the only way to get a refund is to refuse the courier when the items get here.

How can it take this long to get from Peterborough to Newcastle?!! You'd think it was the other side of the world!

I will NEVER use this company again - both phone calls resulted in being put on hold, at a cost of 10p a minute of course. As if they're not robbing you enough with the cost of the items...

Beware if buy from this company!

After reading the descriptions on differant beds I ordered a sofa bed for my spaniel. I have had sofa beds before but when this eventually arrived I unpacked what is bascially a quilted blanket with a C shaped 'cuff' at one end so that you could turn YOUR sofa into a bed! I promptly telephoned customer service and explained that what is described and what you get are two differant things. She read the description on their web site and agreed with me and told me to send it back for a refund-recorded delivery! I said I wasnt prepared to fork out for the return of a large heavy enough item that has been wrongly described. A very rude and patronising manager said if I didnt send it back I wouldnt get a refund and its not his fault that I cant afford to send it back-they dont give free postage!! I checked on the manufacturer' web site and they describe exactly what the product is. After taking legal advice my only option is to post it back and take them to the small claims court to get my postage back. I believe this is why the company treat customer complaints with the contempt they do-because they know we will give up. Except I am NOT. So you have been warned-Please dont trust your money to this company!

Disgusted from retford

Ordered one item recieved another. I have emailed five times and rang five times , I have got part refund but they refuse to give me the postage back of £3.99 because there is nothing wrong with the item! " Hello " I didnt order it! Why should I be out of pocket when its thier mistake , beware this company has other names , I would advise not to use this company by the name lovepets or any other name . I have never had a service as bad I told them I would leave a bad review but they were not bothered in the least .

don't buy anything from this company

I apparently forgot to untick a box when ordering dog food, this resulted in them telling me they were sending me a further supply a month later. I rang to ask them not to send it as I was not aware that I had made this arrangement. they have cancelled this, but still took the money out of my bank. I have not received the goods and now will have to return a sack of dog food before I can get my £35.00 back. I checked with my bank and they told me that they could have stopped the money coming out of my bank as the transaction had not toally completed, but despite me asking them, they refused to do it. I thought they were very unhelpful.

Amazed

Spot on service, Excellent prices, and the new food has utterly transformed my dog. Having had him on it for a while now, i cant see me moving away for a long time!

The other products on the site are well placed as well, i found the videos to be a real focal point for me (i hate reading). Its so much easier watching the TV guys and gals show you around a product.

Outstanding

Having seen the many adverts for the new Love Dogs Food, I decided to give it a try. With the 28 day money back guarantee it seemed like a no risk idea. I can't tell you how pleased I am that I tried it.

Absolutely superb food, my dog has never looked healthier, and even their hair loss has stopped.

The order was delivered within 3 days of placing my order. I have now signed up to their free delivery club so I get it every 6 weeks without having to call them and it's free Postage. Really pleased

Seanie Page found this review useful

Full Order Not Received Despite Multiple Contacts

I ordered a hamster cage and accessories. Some items were missing when the order arrived. I have e-mailed them twice with no response, called them once and was told the missing items would be sent but nothing has arrived 4 weeks later. I have now contacted Citizens Advice and will pursue more formal action. Do not use this company! I would suggest Pet Supermarket instead - they have always given me good service.

Delivery delayed but staff helpful

Delivery was not made in the 3-5 working days. I emailed on the 5th day and they said they would send out replacement items the same day. Three days later delivery was made. Whether it was the first despatch or second I don't know yet, but I've got my stuff.

Item not arrived and still no refund

I ordered a cage for my pet which was advertised as in stock on the website. After 4 weeks and numerous phone calls the items still hadn't arrived. I then requested a refund which after two weeks I have still not received. I personally think this is totally unacceptable and would not recommend purchasing from this company.

Don't buy from this company!

This company is truly appalling. We ordered a Chinchilla cage over 1 week ago.

When we called to enquire about the order status the lady initially said that she didn't know what was going on with the order and put us on hold. She then came back to us and said that the product was Out of stock! So we had basically been under the impression that this product was in stock and ordered for a whole week before being told (after WE called them) that the product hadn't been ordered at all.

The lady on the phone didn't apologise at all and didn't seem bothered that we were unhappy with the situation or that we were taking our business elsewhere.

It's companies like this that deserve to go bust during a recession. Very weak!

Delivery nightmare,

Having had 3 failed deliveries, wasting days waiting for my dog food I called and complained to the customer service department. who eventually offered to refund me. The day after when I had already placed an order with someone else I was called and told I could no longer have a refund & that my order was back out for delivery. The problem is HDNL, Love Pets use this cheap courier (highlighted on watchdog twice) to send out their goods & don't really care if it arrives or not. I won't be shopping at Love Pets again, not that i'd need to for a while anyway as I now have twice as much dog food as I needed.

Slow Delivery

took 11 days for delivery ! Staff could not give a reason why it took so long to send order out. was delivered on a 24 hour service by home delivery network !

Great products, great price!

I was very happy with the service I got at lovepets.co.uk. I bought dog food for my 2 Labradors and joined the free delivery club they have at the same time. This means I get my dog feed once a month as requested and it is delivered for free. I'd recommend any cat or dog owners to get your food from here for this very reason.