I have been asked by trustpilot to alter my review of pet planet..So basically I made an order to France, 1 parcel turned up , they other went missing for 7 days, everyday pet planet told me its arriving tomorrow, its arriving tomorrow....SO after waiting in 6 days until 6 oclock at night, some nice phone calls to pet planet , some not nice at all, treating me like a piece of dirt on her shoe...7 international phone calls ;later...the parcel didnt arrive, I asked for a refund on the bag of food and all shipping costs, which they agreed to, and they arranged for the food to be returned...Next day whilst Im out the parcel turned up, my husband signed for it...SO I send an email to pet planet , what do i do with the parcel, Ive already ordered food elsewhere, as you never sent the voucher you promised to send, where is the refund you promised, where is the voucher you promised, no reply, next email no reply...Here we are still no reply...ANd this is a customer who spends around 180 pounds a month at per planet...The cause of all this pet planet misprinted the label on the second package and because of that I lost 4 days of work and now have to pay for 7 international phone calls, no refund , no voucher, no explanation why..and no idea what they want me to do with the bag of food, they had arranged to send back to UK......HOW WONDERFUL..!!!!!
Where do I start, just dreadful. Ordered 2 Rotastak Genus 200 cages, firstly the products are flimsy, poorly made and the hamster can escape. They were advertised at the wrong size on their website, in fact a whole 10 cm shorter, which makes a lot of difference in the welfare of the hamster.
Secondly when I called them to point this out they were not in the slighestt bit interested, they just sneakily changed it.
A customer service person was arguing on the phone with me, getting angry and generally abnoxious. ( she clearly is in the wrong profession)
Finally I typed out a review for their website, they say they will publish good and bad reviews, you guessed it, they accidentally forgot to post it!! There is a surprise..... Just poor all round service, sneaky and unprofessional. Avoid at all costs
As a first time customer, I ordered a plastic kennel on 17th October 2013. Six days later I finally received the item (what happened to your two day promise?). However, when assembling the kennel, I was disappointed to find that the fixing screws were not in the delivery box. therefore I was unable to assemble this item.
After several emails to Petplanet, I have today (31/10/13) eventually received the screws, so in total, it has taken 2 weeks to complete my order. This is not acceptable and I will not be using Petplanet again because of this.
We have been a customer of PetPlanet for a couple of years and have ordered a wide variety of products from them in this time. When we first started using PetPlanet, the delivery and service was absolutely excellent, however, this time, I must say I am so disappointed. We placed an order on 30th September, and when phoning to query delivery, I was told the order would be despatched within 2 days and delivery would be next day.
The order was finally despatched FOUR DAYS after I placed the order and has been put on a 48 hour courier service, meaning by the time it arrives, it will have been SEVEN DAYS from the date of order. Furthermore, the order wasn't for anything big and bulky, just some dog toys and a bowl for our new dog!
This is absolutely disgraceful and I will not be using PetPlanet again. Such a shame because as I said, we have been customers for some time.
Get your act together PetPlanet!
On the face of it the prices looked reasonable however when we received the goods, they were not sturdy and also were so large, the carry cases looked more likely to carry a child than a cat. Described as medium, the dimensions seemed so much bigger when the cumbersome items arrived, trust me to have ordered two.
I rang to ask about return and to purchase a smaller item, I was then told they could be returned but I would have to pay. The boxes are massive so I dread to think what this will amount too. They offered me a £10 courier service so this amounts to a rather costly purchase when I thought I was saving money. My advice is shop elsewhere, the staff were neither helpful or understanding. I would rather pay a couple of pounds more for better service and a better returns policy.I would not rate them with even one star but I had to.
The prices are great and the stock is extensive. If you're ordering small items and aren't in a rush then I’d fully recommend this place!
However I’ve made two big orders through them (2 cages and big bags of food) and both times I've had problems with delivery.
The first time Pet Planet only sent half of the cage as it was supposed to be in two boxes. It was sorted out eventually and they were apologetic, it’s just frustrating.
The second time the delivery got "lost" by City Link (which admittedly wasn't Pet Planets fault) even though I ordered next day delivery. Pet Planet did their best to sort it out but if you pay for next day delivery and wait in to receive the goods it’s a real pain when they don't arrive on time.
This company are a disgrace. I ordered my products over a week ago and I went to check on their website to see whats going on and I couldn't believe it. It said order pending! What the hell does that mean. £4.95 I paid and it hasn't even been dispatched a week later. I will be making a claim through paypal as soon as possible if my order doesn't turn up. I think more than a week is disgusting when you order your products in good time. As a first time customer with petplanet, I am very disappointed. I will be going back to my usual supplier for all of my pets because at least they know how to treat a customer and have tracking info as soon as you have ordered. I am outraged!
Fruit Ella found this review useful
I've been using pet planet for around 2 years now and have had many orders! All have arrived well packaged andin a timely manner.
Parcelforce are pretty good round on way, it's a shame they have let down others at Pet planet's expense.
Products are great, however if you want to return something this company acts like it doesn't exist! I bought the Savis Seplos Small Animal Cage and after being delivered I noticed it was far too small therefore emailed Pet Planet on two occassions after hearing nothing! I still haven't had a reply and now my '21 days for return' is almost up. I guarantee they will say 'your return time is up.... sorry'. An absolute joke.
Jan Erlam found this review useful
I am beyond disappointed and cannot see a single reason why I should order from Petplanet again.
This is now the THIRD time they have let me down with the deliveries. I already had the last order sent back to you as Parcelforce was incapable or delivering.
Why do you offer customers to enter alternative delivery instructions in case we are out? Parcelforce has ignored these EVERY SINGLE TIME. Why is it impossible for either Parcelforce to follow these instructions on the parcel - or why is it impossible for you to pass on these instructions? It is beyond infuriating that I have to time and again chase my dog food delivery for days on end.
Parcelforce, on its website, charged £5.50 for "delivery to an alternative address". Is this the problem? If Parcelforce doesn't deliver to an alternative address, why do you offer this option in your checkout procedure???
I find it equally odd that Petplanet knows about the problems I have had. I have repeatedly complained about the deliveries. When they used City Link, I had a delivery man berate me to the point that my neighbour was ready to intervene. I had been in the shower and was apparently not at the door fast enough for him. I called you to complain about him - and nothing. Not even a follow-up. I am not even sure Petplanet ever took up the incident with City Link.
My most recent order from Petplanet I had returned to you as it seemed impossible for Parcelforce to deliver it either to me or to the alternative contact. Both of us were home at the time - but Parcelforce was not capable of delivering. The order placed on Sep 27 was also only refunded on Oct 26 - one month later! - and without the delivery charges! It was Petplanet's/Parcelforce's fault, and at the very least, they should have refunded the delivery charges.
I wonder in general why, despite the many problems I have had with Petplanet, they never even offer any compensation. But to not even refund shipping charges when you fail to fullfil a contract is really beyond belief.
In conclusion: Order from Pets at Home from now on.
I ordered an item almost a week ago, and opted for the next day delivery option at extra cost, rather than the free delivery, as the site assured me that the item would be dispatched same day with this option, meaning I'd get the item on the Monday (this was a Saturday).
That was five days ago - still no order, so I rang them this morning to speak to someone, who assured me the item was being delivered today.
Guess what, no items arrived......again.
I'm back at work next week, so I shan't be home when, and indeed if the item ever shows up.
I wish I'd read these reviews before I ordered, as there's quite a lot berating their delivery service, which I can confirm is shocking.
I feel well and truly ripped off on a non-existent next day delivery charge, so if anyone does risk using these cowboys - don't bother paying extra for delivery because it makes no difference.
Needless to say I shan't ever be using them again, and certainly wouldn't recommend them to others based on my experience.
Ordered two expensive orders for our new puppy - first one did not arrive next day as Courier failed to deliver, Pet Planet refunded the next day delivery charge, which was fine. Made a second, more expensive order, again for next day delivery. Tracked with courier and delivered today, but minus numerous items, including the most expensive and urgent one. Phoned customer services and emailed - no response to any email yet, and response from Customer Services was poor to say the least. All about they will "try to find out whats happened" amd "might or might not get back today" with an update. Made several phone calls as I am very stressed about this as the courier shows the items have been dlivered when they clearly have not been.
Customer Services have tried to fob me off with every excuse in the book, blaming their staffing levels and everything else for this failing, when all they should have done was apologise and advise that a replacement would be sent immediately, for delivery tomorrow, while they then enter into wrangles with the courier as to what may or may not have happened to the first shipment.
Apparently this is now what they are going to do after spending the entire day so far doing nothing but fob me off, so I do not have a lot of confidence that they really are going to send a new gate and puppy pads overnight for delivery tomorrow, hopefully they will prove me wrong.
I am very dismayed by the lacksadaisical approach to customer service, they are quite happy to keep you waiting endlessly while they "search" for the lost items, which is entirely inappropriate. It is not the customers problem as to what happened to the goods in transit, it is 100% up to the business to ensure that goods are delivered to a customer correctly.
Not sure I would ever order from them again or recommend them to anyone, as I feel I have been very badly treated despite having spent hundreds of pounds over the past few weeks with them.
We've just been completely ripped off by pet planet! We ran out of cat litter as has our local pet shop, so we placed an order with pet planet using their £8 next day delivery service. 4 days (and a very unhappy cat) later it finally arrived. We called them to find out what happened and get a refund as we paid for a very expensive service we didn't receive, and had a very rude and unhelpful woman on the phone who refused to help or refund! I'm sure this must be illegal?
The cat scratch activity pole that I purchased has been used by our 4 cats and they enjoy trying to get the mouse. The material is strong and the 3 scratch poles are very rigid. For the price it has been a good purchase and would use the Company again.
We've reciently purchased several items from Petplanet and the speed of turn around was very good. The items we've purchased have been good quality and competitivly priced. Some harder to find brands were in also easily purchased.
We will be using Petplanet again.
I looked at purchasing two restraints for my car (clips onto harness and seat belt in car) buying 2 from your company was going to cost with postage in excess of £14
Instead I bought exactly the same from an ebay company for 2 free postage £6.33p
Our last purchase was 2 plastic dog beds and that cost extra because we live in the Highlands, how come some companies will not even send anything yet others will with no extra charges !!
Good savings can be made by buying pet food at PetPlanet,and the choice is excellent.
Compared with other internet retailers though, their delivery is a little slow. If you can plan ahead, you can't do better than use this company.
i have bought numerous items from this company and i have never had a single problem.. the items have been top quality and there are no hidden charges.. if i ever had a query i would just phone them and they were there to help.. thank you
I bought this small kennel for our cat Jasper and it is perfect.
It was fairly simple to put together, and represented excellent value for money. I would not hesitate in recommending this product to any customer who is unsure of what they may be receiving for their money.
The item I ordered was faulty + petplanet sent me a complete new set out. This broke + I got a full return. I don't blame petplanet for the faulty items they didn't make them. The after sales service was exemplary. A full refund with no quibbles. Thank you petplanet? I would recommend this company to anyone but would not buy the same item again
One stop shop for all pet's needs. The prices are very competitive.
I like immediate response to comments/views on purchased products. Also, there is great range of products for all budgets.
Only reservation is that delivery could be a bit slow.
Fast dispatch and delivery, items well packaged, good communication and generally excellent service. Highly recommended! Also, thorough and accurate item descriptions on the website, which is great. Prices - usually unbeatable!
It's easier than getting into the car and going round all the Pet Shops in our area to buy everything and anything for all our animals...We've got a mini menagerie of assorted pets from Cat's, Dog's, Guinea Pigs, Rabbits, Parrots, Tortoises and Fish. No hevey bags to lift, everything is delivered to our door. From food, bedding, medicines to the actual housing. All from Petplanet with the click of a button. Its cheap and easy! A*****
I have ordered things for my cat from PetPlanet a few times now, I have never had any problems with them, the delivery has always arrived in good times, they have a massive selection of absolutely everything you could need for your pets and I wouldn't hesitate to use them again.
I think Petplanet offers good quality products at a reasonable cost, the item was delivered by Royal Mail and that is always a good thing for me as they know where I live and there isn't any hassle. The only comment I have to make is that I had in fact specifically ordered the turkey variety of dog food but what I received was a lamb variety, I decided to go with it and my dog has in fact been ok on that food, altho I would prefer to get what I requested. I will use Petplanet again and would recommend them without hesitation.
I would thoroughly recommend using petplanet.co.uk to anyone who is looking for pet related products. They have an extensive range of products for all pets, at really competitive prices and their range is constantly growing.
I have used them on numeorus occasions and I have always had prompt delivery, usually the following day. When I had a slight problem with an expensive purchase that I made recently, they dealt with the matter in an exemplary fashion, offering me either a full refund or a replacement product. Their customer service is second to none and in my opinion, they lead the field in the supply of online pet products.
The staff and the company always go the extra mile and in my opinion they always strive to exceed customer's expectation.
To reply as a company, please log in to your business account.