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GBGBTerrible service, something has gone very wrong with this company!Originally started using them around 10 months ago, great service, prompt and good prices however last few orders have been disappointing service, no emails to explain reason for late delivery and very very poor customer service.I will be taking my custom elsewhere and I strongly suggest others do too!
GBGBIncorrect postcode was used on parcel despite them having the correct delivery address. Royal Mail returned the item to them but the help line was anything but helpful as they refused to reissue or refund claiming that they had not received the items back despite them being returned 13 days previously. Ended up having to do a chargeback via bank and will order from elsewhere in future
GBGBI rarely leave negative reviews, but this experience has been extremely frustrating.I placed my order on 23 February, which arrived on 27 February with the completely wrong item. Instead of the two Virbac toothpaste and toothbrush kits I ordered, I received an unrelated puppy medication.I reported the mistake immediately and followed the return instructions the same day. From that point on, the experience went downhill. I sent multiple follow-up emails (3 March, 6 March, 10 March, 13 March, and 19 March) that were either ignored or only partially addressed.When I finally received a reply on 10 March, it simply stated that the correct items would be sent “shortly,” without addressing the wider issues — including the delay, the lack of communication, and my request for the complaint to be reviewed by a manager and for a goodwill gesture to be considered.Despite being advised via web chat that a manager review was possible, my request for escalation has still not been acknowledged, even after two further follow-ups.This situation involved:- Receiving the wrong item - Having to arrange and send back a return - Waiting over a week for resolution - Multiple emails being ignored - A request for escalation that has never been answered The most disappointing part has been the lack of communication and accountability. Mistakes can happen, but ignoring customers who are trying to resolve an issue is unacceptable.Based on this experience, I would be very hesitant to order from this company again.
GBGBIt’s a real shame that such poor customer service and unreliable technology let this company down. I was unable on several occasions to check my order tracking status, and their team couldn’t resolve the issue. Instead, I was told I’d need to call every time I wanted to place an order—which is both inconvenient and time-consuming. To make matters worse, when I did call, they refused to honor a discount code they had emailed to me, claiming it wasn’t theirs. Completely unacceptable experience .
