Having placed my order, and received an email confirming despatch four days later, the trouble really began. There was a link in the email to track the parcel. It said to wait 3-6 hours to track, so that Parcelforce could enter it on the system. Three days later, still no tracking, so I call them. No, apparently too early to do anything, and told to call back in two days. I call back in two days. Before I even speak staff hang up, but eventually I get through and manage to speak to what I think was the world's rudest man. He has no idea why I was asked to call back on Monday - tracking information can, he says. take several days to be available. He had no explanation for why the email said the information wold be available in 3-6 hours, and I have been waiting over four days. He then proceeded to insist that the 2-3 days it takes from despatch for delivery, should read 6 days at least. He refused to acknowledge that the website says it takes up to 6 days for delivery (from order), and insisted this was from when it arrived in the UK - even though plainly it does not say this. He repeatedly argued, shouted me down, spoke over me and told me if I could not understand the simple terms, perhaps a manager could explain it to me so perhaps I could understand. He then told me I should have paid for an expedited service for delivery! He refused to acknowledge that the six days has passed, and there is still no tracking. He cannot say when a manager will call me, he can do nothing for me if I don't understand he said, and maybe a manager will call today, but maybe tomorrow, but they are very busy. Aaarrrgghhhhhhhhhhhhh. And I have no parcel.......
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.
We ordered a massed cushion arrangement with fern edging for a funeral. It was absolutely beautifully done and we were so pleased. We loved the picture on the website but the actual cushion was even more lovely to see in person. Great communications from iflorist all the way so we knew when it was delivered too. Highly recommended.
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