Pets at Home - complaint

50Twuncle

I ordered a "dog crate" on Tuesday from Pets at Home - for collection from my local store
They claim to have items ready for collection in a max of 3 days
I received confirmation that my order was being dealt with on Wednesday evening
Thursday - I received an email - confirming that my order had been "dispatched to my local store" with a tracking link - the tracking link doesn't work - 404 error !! And awaited an email confirming arrival on Friday - but nothing has arrived - I have emailed Customer Support yesterday (twice) from the website - no response
What else can I do to get the crate ?

Tigsteroonie

50Twuncle wrote: »

I ordered a "dog crate" on Wednesday from Pets at Home - for collection from my local store
They claim to have items ready for collection in a max of 3 days
I received confirmation that my order was being dealt with on Wednesday evening
Thursday - I received an email - confirming that my order had been "dispatched to my local store" with a tracking link - the tracking link doesn't work - 404 error !! And awaited an email confirming arrival on Friday - but nothing has arrived - I have emailed Customer Support yesterday (twice) from the website - no response
What else can I do to get the crate ?

Pop along to the store very late today or tomorrow and see whether they have it?

Three days from Wednesday evening, to my mind, means later on Saturday (if they count weekend days). So you might get a confirmation email later on today? It'd be worth checking the T&C of the order to see whether they mean days or weekdays.

eta. You've edited your OP since I wrote this. Did you order on Tuesday or Wednesday? And does their "3 days" count from time of order, or time of order acceptance? Again, check the T&Cs.

Geodark

how about ringing them?

50Twuncle

Tigsteroonie wrote: »

Pop along to the store very late today or tomorrow and see whether they have it?

Three days from Wednesday evening, to my mind, means later on Saturday (if they count weekend days). So you might get a confirmation email later on today? It'd be worth checking the T&C of the order to see whether they mean days or weekdays.

eta. You've edited your OP since I wrote this. Did you order on Tuesday or Wednesday? And does their "3 days" count from time of order, or time of order acceptance? Again, check the T&Cs.

Tuesday - sorry I was getting myself wound up
And I am unable to phone them - I suffer from poor speech !!

50Twuncle

I have, since realized that they do have them in store at higher prices

Sagz_2

Take your order confirmation email to the store, first enquire if your crate has arrived. If it hasn't then ask if they will give you an in-store one, they can restock when your Web order arrives.

50Twuncle

Sagz wrote: »

Take your order confirmation email to the store, first enquire if your crate has arrived. If it hasn't then ask if they will give you an in-store one, they can restock when your Web order arrives.

If only it was that simple
I tried that and even the store manager couldn't do that - to start with - his reason being that the web based pets at home was a totally separate company !!
And also - that my order would not arrive until Monday at the earliest !!
I told him that I had emailed the CEO (Nick Wood) and he would not be very happy if he lost a customer !!
He "found" a crate and let me take it !
Appalling customer service...(double the claimed 3 day delivery)
The tracking link - still doesn't work
And still no response to my emails to Customer Services (or the CEO for that matter)