I have ordered three times recently and on each occasion Viovet did exactly as promised and their couriers did not let them down. Granted I was a bit peeved at an extra 99p to "guarantee" it would be dispatched the next day, but its worth it not having to wait days for orders to arrive at an uncertain time. When I phoned to make an enquiry originally the response was helpful and courteous - a rarity these days. I did hold my breath when I saw City Link were the couriers, but we had no problem and I was relieved when the next delivery was via DPD and their one hour time slot. Viovet are not always the absolute cheapest, but I will continue to use them while their service remains this good.
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.
Local Parcelfarce depot has a little man with a big chip on the shoulder as depot manager and every delivery from them is a problem- the deliveries are made, but with the most awful attitude, with the driver being as unpleasant as possible and intimidating to my partner, an older woman, who has been upset by their yobbish behaviour a few times now. Complaints go nowhere, they are either ignored or you are told its all your fault and its your word against the perfect employee who the company protects to the hilt. We don't ever use PF but can't help getting items from companies who do as they don't advertise who they will be using, generally. Nottingham depot is a disgrace as are the ill-mannered yobs from there who find such pleasure in behaving so offensively .
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