Paws Pet Supermarket

ZZaffy

Has anyone bought anything from Paws Pet Supermarket?

Scotslass75

I bought a critter cage online from them at the start of July, and for whatever reason, they took the same amount of money from my account at the start of this month as well. I contacted them the day after I noticed the money had been taken from my account. Finally got a reply 3 days later they got back to me apologising and saying I'd get a refund within 5 working days. I tried to call several times before I mailed, but they're always "experiencing a high volume of calls" no matter which option I pick, and there's no option to hold for an advisor or leave a message. This is regardless of what time day/evening I call by the way. I'm still waiting for the refund, and my bank has nothing pending to be credited from them. I have contacted them again and they were going to look into it and send a cheque if required. But I've heard nothing since that and out of courtesy you'd think they'd be in touch to let you know what was happening.

Their customer service seems to be non-existant, which is a pity as the original order I place was sent through to me incredibly quickly. I've also done a bit of research (which I wish I'd done before I bought from them), and I'm not the only one that's experienced these issues with them.

In my opionion, I'd avoid using them!

Hope this helps

Sally_Ziggy

I can't believe I've just found this message - I'm doing research into them as they have fraudulently taken monthly payments out of my account. I bought a dog coat in February and the company have been taking £17.98 out of my account every month. I did not sign up for this, the bank will not block or refund the money. Like you, I can't get in touch with them. Going to email them now, contact Trading Standards and request a new debit card. What a scam! AVOID at all costs.

Scotslass75

I would definitely go to Trading Standards about this. I mailed them again this afternoon saying that I was taking things further if there was no resolution by the end of the week,and I won't be backing down about this now that I know I'm not the only one this has happened to. I spoke to my bank about it, and if like me you used a debit card to pay for the goods, there's nothing they can do to stop the payments coming off as its a "guaranteed" form of payment. All they could do was suggest cancelling my card and sending a new one, and using a credit card for future online purchases. I certainly don't want them to take money off monthly. If you've not authorised those transactions then its theft in my book.

They have a Facebook page, so it might be worth posting something on that to see if you get anywhere, and I also found another Facebook page warning people against using them because of the same problems we've had.

Good luck and keep us posted with how you get on, will be interesting to find out

Sally_Ziggy

Hi again
I went into my bank branch who reiterated that they can't do anything about this, I said if cancelling my card didn't mean that the transactions would stop, I would close my accounts. I left them with the crime reference number.
I emailed Pawspet and informed them about the fraudulent transactions and that I had reported it to Trading Standards, Police etc. I got an email back from Pawspet, who apologised and said this was an error and I would be refunded with 3-5 working days, also offering me a £5 voucher as compensation.
Anyway, today, I am amazed that the money has been refunded into my account. I still remain convinced there's something very strange going on that should be looked into.
What's happened to anyone else with regard to this?

oxobox

bought dog beds from paws pet supermarket in june.
payment taken out in july & duplicated in august.
cant contact them on telephone always saying they are busy & then cut you off.
sent e. mail no reply.
spoken to credit card provider & told even if i change to another card they can still take payments out on a monthly basis.
have put payment into dispute process.
any advice on how to stop them taking money from my card

Tangible

Did you receive any goods oxobox ?

Presumably you weren't paying by instalments ?

Point out to your card provider that you'll be taking the issue through to the Financial Ombudsman Service for resolution if they do not refund the monies, and that you advixe them that it is in their interests to block future payments being charged to you, as ultimately it's their money being stolen.

You should write to your card provider with a letter headed 'Complaint' in large letters to trigger the complaints process which can last no longer than 8 weeks before you can take it to the FOS. Outline the complaint and that you require payments to be refunded and future payments rejected for the reason that you have not received goods and /or are being charged multiple times.

A complaint to the FOS costs the card provider a fee and is free to you.

Fridaycat

Thanks for the warnings about this site, I will certainly steer clear.

If you wish to buy pet supplies on line at a reasonable rate, receive good service, and only be charged ONCE for the items you need, I would have no hesitation in recommending either Zooplus or Pet Supermarket.co.uk. (Note there is no "paws" in front of that!).

Good luck to those of you who have had issues - I hope you get your refunds soon

Tangible

It appears to me that some few unscrupulous company proprietors view a card processing facility much the way a child views a money box, and they seek to use it to raise funds without any regard to providing their advertised goods and/or services.

The responsibility lies with the organisation who provide the card facility and I get a feeling that many hope to rely on the natural inertia of card providers to attempt to frustrate genuine reclaims by consumers.

The consumer should trigger the card provider's complaints process and take the matter to the FOS if they feel they have genuine grounds for their claim.

Don't allow yourself to be fobbed off. Those who provide card facilities will be more cautious about who they give them to if they bare the costs, justifiably, of its misuse.

catlad

i will avoid these

Scotslass75

I would advise everyone with issues about this company to go to Trading Standards and take this matter as far as you can with them. They are a very, very dodgy company and the more people complain about this the better! I got the same "money refunded, allow 3-5 working days, have a discount off your next order, it was a mistake, sorry!" mail back from them, but I had to keep on their case about it as nothing materialised. I finally got my money back but only after I said I'd reported them and found out the had a very long history of doing this to customers! If you cancel your card and take out a new one then they won't be able to get the money as they'll only have a record of the card details you used to pay for the goods. If its a credit card, then all future transactions should be able to be stopped immediately, and the card company's fraud department can take over. If its a debit card, then the bank will only get involved if there's been no refund after 30 days, by which time they could have taken another transaction! Certainly that's what I've been told. All I'll say is if your bank is adamant that cancelling your card won't make a difference, then please keep an eye on your account. They may not take the money the next month again like they seem to have been doing, but they WILL do it!