petmeds.co.uk - aaaaaargh

momisa

I decided a few months ago to start ordering my cats meds online. The savings are considerable compared to the vets!!

However, I placed my 2nd order with petmeds only to find that I have been billed yet have not received the goods. Even taking into consideration the postal strike I should have received my order by now. Last week they were ok and agreed to pay additional costs that I had to spend to get the meds from the vets. (Yet to see how that will play out though!!)

Just spoke to someone who has managed to aggravate me beyond belief. She says that I should have given more time for the goods to arrive - in order to avoid going to the vets. I gave them 3 working days. Considering they use first class post I figured I'd placed my order in time. There is nothing on their website that suggests that orders should be placed xxx days in advance afterall!!!

So, can anybody suggest an alternative online place where I can order my cats meds?

I will not be using petmeds again after this experience. FYI - 1st order never arrived ontime because they'd ran out of stock and they didn't have the courtesy to tell me. Very poor service overall from them.

saverone

try www.petdispensary.co.uk I have had good service from them and items arrived next day!

tigs78

I use https://www.vetuk.co.uk Delivery is free (first class post) and I have always got my orders really quickly, normally the next day or the day after. They send you an email to let you know when your items have been despatched. Top marks all round from me

Before I found them I also used https://www.bestpetpharmacy.co.uk - free delivery also it's just that vetuk were slightly cheaper than bestpet for the tablets my cat needed.

Froglet

I order both Rimadyl and Aktivait online due to them being so much cheaper than the vets.Each time i need them i compare the different sites,(and there are quite a few),as they seem to change from being the cheapest one month,to being much dearer the next.I thought i wouldn't get Rimadyl any cheaper,but last month i found www.superstarpets.co.uk and they were very good price wise.Just google the medicine you need then compare all the sites that come up.

petmeds

Hi Momisa,

I'm writing from Petmeds.co.uk, I own the company and was shocked to read the details of what you have experienced with us. Please accept this firstly as an apology for the inconvenience you have receieved and the bad phone service from that particular person.

I'd like to confirm that we will of course credit you the difference as that is our standard policy for anyone who experiences delays with the post. In terms of the bad service you received, although you said you will never use us again, I would like to offer you a £20 gift voucher for use with us so that we can show you the usual high standard of our service.

However, more importantly you should have been updated at all times and clearly wasn't. I'm very sorry. I can confirm that this lady in question has now been 'removed' from the phones altogether even during the busy periods (she was a helping out) and we have employed more trained people for customer service to cope with our growth.

We do take every problem experienced seriously and will always take actions to rectify any situation where possible.

Sorry to reply on here, but I couldn't find your account in your system based on your username with this forum. Should you wish to discuss further, please feel free to contact me. Once again, I'm very sorry for the bad experience you have received.

Ricky

momisa

Hi Ricky (Petmeds)

Thanks for your response. I'll try to phone on Monday, otherwise feel free to send me a private message.

momisa

Thought I should provide an update to this.

I spoke with Ricky today. Very pleasant chap he is too.

I've already received the £20 voucher he offered in his post.

Have to say, I did think that it was someone having a laugh and did feel a tad silly phoning and asking petmeds if a Ricky worked there.

Excellant outcome though overall and the chat with Ricky today has sorted everything out.

lisa_solo

There was me thinking i was the only one having Petmeds problems!

I placed an order on 14/7 and emailed at the same time to say Nutrecare are offering the same goods cheaper, as per price match policy. I have been billed the full price and have since emailed again.....still waiting for a response 2weeks later

I am about to order my dogs prescription diet again....it looks like Nutrecare will be getting my custom this time. Shame, because I was buying on recommendation.

momisa

lisa_solo wrote: »

There was me thinking i was the only one having Petmeds problems!

I placed an order on 14/7 and emailed at the same time to say Nutrecare are offering the same goods cheaper, as per price match policy. I have been billed the full price and have since emailed again.....still waiting for a response 2weeks later

I am about to order my dogs prescription diet again....it looks like Nutrecare will be getting my custom this time. Shame, because I was buying on recommendation.

Hi Lisa

Phone them - the calls don't cost you as they're 0800. If you're not happy with the phone call then request to speak with Ricky (Manager) who is very helpful.

HTH

petmeds

Hi Lisa,

It's ricky here from Petmeds. I'm sorry for the inconvenience you have experienced, I've found your email that you sent in and I've also found a reply that we asked for more details on the price comparison so that we could process a refund for you (as the order had already been processed).

However, you have clearly not received this for some reason and ideally, we should have followed this up with a call to you, instead of waiting for your email reply.

My colleague is going to call you this morning to arrange a gift voucher for £20, which is more than the refund amount.

As I said to momisa on the phone, we have experienced a huge amount of growth in the last 3 months and it took us time to get some good staff in.
Unfortunately, we experienced some delays in all aspects of the business. We are now back on top of this and providing our usual high standard of service.

Please accept my apologies again for any inconvenience and if you have any questions at any time, please always feel free to call me on 0800 043 0848 to discuss.

Ricky

lisa_solo

Hi Ricky.
May I first thank you for your time. Indeed I didnt get any further correspondence from you, requesting extra details.
I was about to telephone you this lunchtime to see if I could sort out the matter but I am very pleased to say you have beaten me to it!!

Thats just the customer service I expected when you were recommended to me.

I have received the voucher code this morning and I look forward to placing my order with you this evening. I see Nutrecare are still offering Hills Canine KD (canned and dry) at a cheaper price (inc p&p) so i will follow my order up with an email again so you are able to do a price comparison.

My dog Jacko will be on this diet permanently now and thanks to your correspondence and added incentive, I have no further concerns about using you to place my monthly food and medication order, for the foreseeable future.

Thanks again for all your help.

A very happy customer