Neil Carson´s profile

Reviews (1)

Pet Supermarket

Prices are good but badly let down by service.

This was the second time I have tried to order from the Bozita range, and the second time that Pet Supermarket have cancelled all or a large portion of my order without any communication by email or telephone. On this occasion, I had ordered 16 of the elk flavour. There was no sign on the website that stock was limited, and no indication in my order history that it had been dispatched incomplete. The first I found out about it was when the order arrived and was missing the Bozita. No explanation was given, except for a packing slip saying 'cancelled' inside. A week or so later I received a refund from Paypal for the undelivered items. Again, no explanation or apology was given. Nor was I offered the opportunity to substitute another item for the one that I can only assume was out of stock.

Now it's not the worst think in the world to have happen, but we have 4 cats, and with the delay in receiving the order, as well as the items not included, I had to but some low quality food from the supermarket to fill the gap until more Bozita could be delivered from another shop.

All in all, despite having an excellent range of products and very competitive prices, I would be reluctant to use Pet Supermarket againa due to their poor communication and customer service.

06 February 2013

Reply from Pet Supermarket

Dear Neil,

Thank you for taking the time out to write us a review, we are aware of a supplier problem and can only apologise for this, I can see both of the items in your recent orders with us have been cancelled and refunded due to these being discontinued.

As soon as we are aware of these problems the customer is contacted and the item is removed and refunded. I do apologise you have not been contacted by ourselves about the problem with these items, this is unacceptable and I will be looking into why this was not the case.

Kind Regards,

Neil Carson´s profile

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Neil Carson
Reviewer
United Kingdom

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