Surrey Pet Supplies

Keldin

I've been waiting since the beginning of last week for a food order from Surrey Pet Supplies that I placed on their website and figuring this week is almost gone and my dog actually needs to eat I called them up to make sure eveything was ok.
Well that turned out to be a mistake. All I received was to get a semi-disinterested, semi-annoyed response from whoever answered the phone that they were out of stock and that was why I hadn't received anything.
After explaining that they managed to take payment off my card pretty quickly perhaps they could have applied the same speed to a quick email explaing they were out of stocke. That was mistake 2 as I then got the semi-official 'we have 5 to 7 working days to send anything and since it was there were 2 holidays this last weekend it had only been 5 working days they still have 2 working days before they're obliged to contact me. So basically on Monday, 2 weeks after placing an order I can expect to be told they don't actually have anything to send out.
Needless to say their sterling customer service has earned them a cancelled order and a lost regular customer. I think I'll be placing my order with K9Capers who I placed an order with on the same day as the other place and who called me the next day and left a message about not having stock of my entire order and then called again the next day in the evening when I was home to apologise for not having stock and offering to refund or change the out of stock items for something similar or deliver it in 2 parts at no extra cost.
Chalk and cheese in the customer service department.

K