My order of dried animal food arrived slashed open INSIDE the parcel (no damage to mail bag), and it was not what I needed. I contacted Pet Supermarket to ask what to do and how to replace the order with what I did need. I stated it was urgent as my 19 year old cat must eat a special diet for kidney disease. I got a standard email that I would get a response within 24 hours. This was. followed up 30 hours later with a standard email saying they were sorry for delay and would revert. After 4 days of nothing I left my complaint on the facebook wall. This got action and I got a replacement parcel swiftly. Thank goodness because Pet Supermarket then, after 5 days, responded to my complaint to tell me the date my original order was delivered (not at all what I asked them to do and no mention of the fact I had the wrong food or a damaged parcel). I told them this and got yet another standard email that they would respond within 24 hrs, with a follow up email stating sorry for the delay. A week further on and I have not heard a peep. The customer services are an utter shambles. I cannot begin to say how angry it makes you to complain about something, wait forever for a reply, and then get a standard response not at all appropriate to the complaint. It seems you will be ok unless things go wrong. When they go wrong, Pet Supermarket clearly have not invested any decent staff or resources to deal with things. You will tear you hair out and give up. The exception is the facebook service, because of course they are less than pleased to see a complaint so publicly and they manage to deal with that!! Unfortunately for Pet Supermarket they have lost my business forever as I am still so furious that they care so little for the welfare of an old cat and their customers that they take forever to respond and then give you a standard unhelpful email, and never actually respond to the complaint.
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Thank you for your feedback, I can only apologise for the service you have received on this occasion, it is not our intention to give bad service and I will be looking into this further to make sure such things are dealt with and do not happen in the future.
I can confirm we are trying to work through a back of emails we have at the moment to make sure all queries are answered, I do apologise for the way in which your complaint was dealt with.
I have passed all feedback on and this will be dealt with and rectified in our department.