I have a newly diagnosed diabetic cat, and had purchased a small, initial amount of specific food and syringes from my Vet. Due to the ongoing cost I researched online to see who could offer these supplies at a better price. Medicalanimal.com had very good prices and had a delivery guarantee of 3-5 days, which was important as I had only limited amount of supplies and a limited amount of annual leave to be at home to take delivery. They also had very good reviews on their website. I placed my order on the 8th April. By the 16th (7 working days later) I had not heard/received my goods, so I phoned to be told the order had not even been packed yet in the warehouse. I explained the urgency as 7 days had passed and that I had a sick cat and dwindling supplies. This seemed to fall on deaf ears. I asked that the customer service advisor to contact the warehouse to expedite my delivery and to phone me back with further information, unfortunately this did not happen. I later received an email promising my order would be received within 48 hours, this also did not happen. I had to make an urgent and expensive trip back to my Vet. I finally received my order on the 19th April. If I had been aware that the lead time for delivery was 10 working days rather than the 3-5 days as advertised, I would have placed my order sooner, I would also have taken my annual leave days at the back end of the order time rather than have wasted them waiting for a delivery based on false information. Ultimately, animal welfare does not seem to be on this company's radar, furthermore the customer service is nonexistent. I have read the reviews, most saying how wonderful the delivery and customer service is, so I am absolutely baffled as to why my experience was so bad. I was a first time customer, but won't be placing a second order.
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