PetPlanet.co.uk Anmeldelser 20

A delivery of my dog's usual dog food arrived today and I was surprised to see that my order repeating a February for 4kg packs had been honoured with 3kg packs. I then noticed that the order acknowledgement actually converted my order to 3kg but there was no warning at the checkout stage. I assume there has been some kind of price increase but what an increase!!! I attempted to query this using the company's own email form but twice it did not go and I encountered in red "The defense was not verified. Refresh the page and start again". What on earth is that all about??? Other companies continue to supply 4kg packs at less than the price I was charged for 3kg. Customer service sadly lacking.

First delivery was fast and easy. Second delivery, i get an email 3 days after the order was confirmed, saying that the product was out of stock. By this time the food i had in the house was nearly finished, and i can only get this particular food online so ive been left in a mess. Poor, unprofessional and inconsiderate

Pet Planet take payment for a repeat order with no prior notification even if the item is out of stock. I cancelled the order last time and still they have taken my money. I have now put a stop on them with my bank. Just sorry I didn't do it last time. Terrible practice. Use them at your peril. Many more reputable companies to choose from.

Ordered on the 1st of December, too much hassle with unreliable delivery. Customer service not apologetic at all.

I placed an order on 17 November. Evri notified me that the parcel had been delivered on 21 November at 13:13. As the parcel was definitely not delivered to me (I stayed at home all day to receive the parcel), I went to Evri's website, where I saw that the parcel was left outside my neighbour's house on 21 November at 13:13. It is important to note that the photo does not show that it was delivered to my neighbour, that the door was open or any other clear evidence that it was delivered correctly. That same day (21 November at 16.28), I checked Evri's website again and saw that they had updated the delivery stating "We're sorry we haven't been able to deliver today. We'll update your tracking when it's on the way on the next working day". It is now 17:35 on 22 November and I have received no update and, of course, the package has not been delivered. I have taken screenshots from Evri's website, as well as downloaded the photo they took of the package left outside my neighbour's house. I have also taken photos of my neighbour's door and my own door to show you that the house that Evri, let's say ‘intended’ to deliver the package to was wrong.

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Although PetPlanet's response was initially unsatisfactory - they insisted that the door in the photo was mine (I know where I live, I found it rude and mocking for the company to say that) and that the door was open (it clearly wasn't) and the parcel was delivered - they issued a refund on 25 November. It was therefore a quick and good response.

I ordered from this store 6 times between January-October 2024 and I never had a problem. However, I don't think I will order again because they are working with Evri... It was the first time a courier lost a package. I had to change my dog's food because of this issue, which is really bad. I guess I'd rather pay more, but be sure that I will receive the order when it is due.

Ordered a cat carrier two week before getting my kitten, kittens now 4 months no carrier!!

Still waiting for delivery a week after order. Good prices but terrible service. First order and will not trust again. One item was medication and cost over £40 but this has not even been despatched yet.

Excellent company, competitive prices and great customer service. Had delivery issues with my order, but a phone call quickly resolved the problem and order arrived next day.

I've been using PetPlanet for many years. They (nearly) always have the best price for the cat litter we use. Good ordering and delivery experience.

I ordered cat food, I got dog food, very poor contact with the customer service office, long waiting time for money.

I have shopped here, off and on, since living in the UK, so 6.5 years. But they are very inconsistent, hence "off and on". If Zooplus offered better shipping options, I'd stay with them.

PP has competitive pricing, but their customer service and shipping are hit or miss. My last issue with customer service was never even responded to. Shipping...well after waiting nine days and having to source out expensive food for two cats on special diets (different issues, of course) in an emergency-buy situation (this had happened previously, though eight days....certain courier companies here are just horrendous), we'd decided to just pay for fast shipping from then on. But they don't always offer it, for some infathomable reason.

Then, last month I'd paid £4.99 for weekend delivery, on a Friday. We received it eight...days...LATER. Who would PAY to get weekend delivery that was not the first coming weekend?! This courier, though, is notoriously bad. They've literally left cards through our mail slot, saying we weren't home (when we were sat there, waiting for it to arrive) because the package was awkward and heavy. We routinely spend about £100+ monthly on special-diet foods, etc for our rescues, and get this kind of crap. I can't take it anymore, really. Done with them, now that yet again, I don't even have the option of quick delivery, just standard. Their website states very clearly at the top centre of the homepage, that they offer NEXT DAY DELIVERY. Only when it suits them, apparently? I don't understand. And like I'd said, when I'd enquired previously about same, I got no answer.

May as well just pay premium at the vet, as the savings just aren't worth the stress. Two stars, rather than one, because sometimes it does work out. Just not consistently. Aggravating.

Dreadful company to deal with, in fact the worst customer service I have ever come across, if you have any valid/justified complaints/issues with your order BEWARE! This company do not care and will make it incredibly difficult to reach any resolve.

using them for years. great, fast, competitve and reliable service.

I ordered a cat litter tray of this company due to my father people little girl getting a cat in a few weeks time she picked this litter tray herself before ordering I decided to have a look around at reviews considering I'd never heard of this company before to be honest after seeing some mixed reviews it made me a little bit nervous but I decided to order anyway as this was the litter tray my daughter wanted after a day or two I decided to message the company just to find out how my order with doing surprised to find a very fast reply I didn't have to wait long for my daughter's order at all and have a very excited 5-year old little girl the cat looks very high quality for the price extremely happy and thank you for the fast response with my enquiry pet planet

Started to assemble two small parts of a product with great difficulty and got nowhere. Turns out of I have been sold the old generation 4 of the one fast cat wheel, rather than the newer generation 5. I found out whilst unpacking the box and watching the assembly video linked on the instruction manual. The man in the video had different parts to me. Turns out he was assembling the new one! That is when I realised mine was outdated. So I checked the website to see if I had missed something in the details. Turns out I didn't and pet planet did not bother to state it was the older gen 4 version from 2016. The only place it is stated is at the bottom of the page in a YouTube video title for assembling the gen 4 version. Obviously as a customer who is buying a product it is very unlikely that I would refer to the YouTube video to find out the details and version a pet product company is selling on their website.. I only read what is on the web page under details and specifications. There were measurements but nothing specified 2016 version Gen 4. Doesn't make any sense to refer to the brand's assembly video for the version but it seems their very rude monotone phone representative thinks otherwise. Which is my problem. I called to return the outdated product and I felt like the phone representative was just arguing with me the whole time trying to defend the sale. Basically in the manner of they are right and the customer is wrong. The phone rep kept saying something about the gen being stayed on the "gallery" and in the "video". I have no idea where this gallery is.. Looked everywhere. And it is in brackets in an instruction manual youtube video but I would not have looked at that, only what was written on the webpage. Also I noticed they have actually stated Gen 4 in replacement parts on their website.. Why did they not do the for the actual full product. Are they hiding that it's old? I have no idea.. But gen4 is clearly stated on those replacement parts for £29.99 but not on the £200 product? This should be corrected. Any way main problem is I felt like I had to fight for a return, felt like I was having an argument rather than them just accepting the fault. 17 mins 4 secs frustration that I did not need today. That reminds me, I may not have sounded very cheery today for a number of personal reasons but I am not pet planets employee, so if my energy was low that may have made the phone rep have low energy too. However a big part of customer service is having empathy and realising that your customer may have had a bad day before calling, passing of a family member, or an argument with a loved one, or a bad day at work etc. The reward thing about being a phone rep is you could make someone's day a bit better or even turn it around by being positive, nice and cheery on the phone. Instead the phone rep was just rude and now the negative highlight of my day which means your company has an unhappy customer telling everyone how rude your phone reps are.
Any way, they are picking up the product for return tomorrow. Do not recommend the company for the fact they left out some details in the product description, their courier left package of £200 value on my doorstep with a card through door without even asking for my permission. This could have been stolen. Their phone rep was just so rude. I called them a week before when I was purchasing the item and spoke to someone who was lovely.. Maybe they are trained to try to deflect returns? Who knows but I don't appreciate it and I am really disappointed after all this excitement and patience waiting for my delivery I now have to return my order. I will be buying the old gen 4 version used off of ebay or Facebook listings for half the price and buying the replacement parts to make it new again. Recommend anyone else that is like me and wants the newest version of anything out to just do the same by getting it used and cheap and not bother with this company as the product is old any way. Side note someone did call me to apologise but I could barely converse about it all at the time due to coming back from dentist and carrying shopping from the car. I did ask not to call at this time, but my fault for answering. Appreciate the apology, the lady that called me was very nice and polite, which is why this is two stars and not one, but unfortunately doesn't make up for the disappointments.

Ordered some Hill biscuits for my Cat.
Order acknowledgement was good and on time.
Arrived in the published 5 day delivery time as i opted for free delivery
Delivery by Hermes was a bit slapdash. The bag and the product inner bag had been damaged in transit and resulted in a slight loss of biscuits (a 6kg bag weighted 5.6kg), I email contacted Pet Planet and just explained that the currier had damaged the order, fully explaining the situation. Not only did PetPlanet reply within 24hrs, the letter was unique, not a standard one that suits all, they apologised for the damage, offered me either a 50% cash refund on the item back payable to the card the item was purchased on, a full refund with collection of the item being arranged by them, or a new bag being sent out to swop out.
This is great customer service, and i also have 10% off my next order with them too. Well done guys!!

I came across this company as was comparing prices for antlers and they had a deal on making them cheapest. The website was easy to use and the order arrived the next day, well packaged, and exactly as ordered. Now I have one very happy pup dragging his antler around everywhere!

An absolute disgrace. I ordered a set of steps to help my elderly dog get onto the bed. When they arrived they looked as though they had already been used and were scratched. I had to try and build them and they were so very difficult to put together so I returned them, only to be told that I had to send them back and pay £8.28 for the please of it.
DO NOT RECOMMEND. There are many other good companies out there, wish I hadn't used this one.

Ordered from this company and wanted next day delivery. They never delivered next day, my order was cancelled and I never got the money back that I paid for delivery. I got my order but 2 days later. I have ordered again with them and wanted the package to go to another address, I did this online and it all went through ok. When I got my confirmation email the address that it was meant to go to had half of my address in it. I contacted them and they said that they would just get a new label printed and would email me, I never received an email from them so I called back and was told that it was all corrected but later that day I got a email saying that the address can't be changed because the package is out with the courier. I just hope the parcel gets to the right address. Very poor service I don't use these again.

I have been shopping for almost 2yrs now at Petplanet and have found it has actually got better over time.Great customer service and stock availability.Quick,easy,trustworthy and reliable!Awesome