Have you ever had problems with pet planet? - HotUKDeals
We use cookie files to improve site functionality and personalisation. By continuing to use HUKD, you accept our cookie and privacy policy.
Get the HUKD app free at Google Play

Search Error

An error occurred when searching, please try again!

Login / Sign UpSubmit
Expired

Have you ever had problems with pet planet?

lincolnsmommy Avatar
6y, 6m agoPosted 6 years, 6 months ago
I ordered some bits off pet planet including some treats for my guinea pig and a filtered water fountain bowl for my dog. The treats came in crumbs! I was really dissapointed. I know there only going to get eaten but there expensive and I expected them to come as described. Anyway I left that and tried the fountain. It's awful. Really noisy, i expected noise as it's a pump but it's really loud and the water doesn't run evenly and ends up with more on the floor. I tried everything but no good. I rang them to return it and all I had was hassel. They wouldn't accept on the phone that it's faulty. Theve told ne to send it back and if they think it's faulty they will refund my postage costs but if thy don't agre they won't. I'm not happy with that at all. It's not as described as it's doesn't say it's extremenly loud and doesn't do what it says. It's a waste of money.

They were not helpful at all and spoke to me like I was a liar. Anyone else had a problem with them?
Other Links From Pet Planet:
lincolnsmommy Avatar
6y, 6m agoPosted 6 years, 6 months ago
Options

All Comments

(39) Jump to unreadLocked
Comments/page:
#1
If the items have only just arrived you should be entitled under distance selling regulations to return them for a refund if they are not fit for purpose or as you expect.
#2
Yeah I wouldnt ever use them again. They sent my order with all sorts of bits missing from it. When I phoned them they were not very helpful and I thought they were rude.

We have a water fountain for our cats and it isnt silent. If there isnt enough water in it we tend to hear it more. We have just got used to it and dont notice it now. Its not deafening and it certainly doesnt spill water on the floor.

Have you tried asking to speak to a manager? They should be refunding you for the treats anyway. They shouldnt have arrived all broken.
#3
To be honest I should have asked to speak to the manager but the staff were winding me up and I wanted to get off the phone before I lost my rag. I will defo be cancelling my account with them after this. I think it's disgusting. When I told them about the treats the blamed city link!
#4
I am horrified to read the comments in the above review. PetPlanet staff are all trained to treat our valued customers with respect and consideration at all times. This has obviously not happened on this occasion. Please be assured there will be a full investigation into this matter.

If any item is received damaged or faulty, we will of course replace or refund the cost depending on the customers preference. I would like to apologise for any upset or inconvenience caused and would ask Lincolnsmommy to contact me direct in order that the problems can be dealt with appropriately and a satisfactory resolution reached.

We never like to hear customers are disappointed with a purchase from petplanet.co.uk as we aim to provide high quality products and first class service at all times.

Kindest Regards,
Yvonne Jack
General Manager

mod edit: removed links as per site rules
#5
I have pmed you about this. Hope we can sort it out. Thank you
#6
I have just made my second order with Pet Planet and I must say, I am not happy.

I ordered 3 items:
24 tubs of food (arrived safe and sound)
large bag for my retractable lead (recieved a small one)
Dog gate (Did not receive it at all)

So of the 3 items I ordered on next day delivery, I received one of which I wanted. I did say to the delivery driver that the gate wasn't delivered and he insisted that no other parcels were due for this order.

I phoned PetPlanet and was asked to wait until the following day, in case a second parcel turned up with the same assignment number. I refuted this, as the delivery website said '1 Package'. But I have waited.

They have refunded me my delivery charge (at least they said they have). But the fact that they didn't even ship the gate and said they had is incredible. I don't think I will be using them again.
#7
I bought a cat toy on line from PetPlanet and they shipped me a different product. I did not notice they had changed the product on the order confirmation or dispatch note. They have been completely unreasonable and refused to agree to replace the product., or make a full refund They claim that I have to arrange a return at my expense, and return the product within the 7 day period, which is unlawful. The 7 day period is for the customer to decide whether to cancel the order not return the product. Also since it does not match the description of the product I ordered, it is technically 'faulty' which means that they have to by law refund the shipping costs as well as the product cost. They are therefore operating outside the law. However, since I cannot 'prove' the item I ordered and paid for was a different product they are going to get away with this. I should have checked the order confirmation and cancelled the order at that point, however I order so much on line I am not in the habit of checking the details especially on low priced items. I have not had a problem of this nature with any other company, but hey you live and learn. I will never order from PetPlant again that's for sure.
#8
We are very disappointed with PetPlanet and not happy with our experience with them. A week before the arrival of our new kitten I placed an order for various items and spent £280 on products. At the time I did not choose express delivery as the website stated 'We aim to despatch all items ordered using our Standard Despatch option within 2 working days'. Additionally, at the time their website said that 99% of orders were dispatched within 2 working days. After a few days I checked the progress of our order and found that it had not been dispatched, so I called PetPlanet directly and asked if I paid for Express Delivery, would they be able to get the order sent out to make sure it arrived for our new pet. I was told this was possible and a further £2.99 was deducted from my card.

My order was not dispatched for a further few days and after calling PetPlanet again I was told that it had just been sent out normal delivery. My order arrived days after our new pet arrived and due to the lateness of the delivery, we had to purchase various items for our kitten, which was a huge inconvenience. One of the order items was missing as well and I had to address this with them. When I spoke with PetPlanet about my dissatisfaction, I was told by an uncaring and rude member of customer services that she was not sure why our order was sent out normal dispatch even though I made a point of calling back and paying for Express Delivery. She offered me a £5 voucher off my next order. This is insulting and we will not be ordering from PetPlanet in the future or recommend them to any friends or family. The customer service associate offered for us to send unwanted items back for a refund, however, this is completely annoying and the order should have arrived on time in the first place.

The quality of the top of the range cat activity tower is very poor and the cover of the covered litter tray was broken.

Completely avoid using this company and order from somewhere else.
#9
I am absolutely disappointed with petplanet. I have been waiting for more than a month for my order, it's still pending!!! 260 punds worth order and pending for so much time! I have asked for an explanation and they have been unable to answer for the last 10 days, I have never seen such a disgrace...
#10
I am so disappointed to read these comments as I have just had problems with them too. I have waited ages for my order of a hamster cage near to £40 which arrived late this evening at 6pm. My animals are currently living in temporary accommodation in a viv and my poor little hamsters just stink in there i can't seem to keep it clean for them. I was so happy to see it had arrived tonight even if it was lateen the day, opened it to find the whole plastic top cracked to the extent where you could pull it open and it was in two halves. Hoping to get a new one asap really worried now I may have a problem from what other people have said!
#11
They are a joke.
Told me an item I ordered was not in stock. So I kept complaining, and eventually they realised they had it!?!?!
Almost missed my dogs birthday!
#12
I've just added around £50 worth of goods to my basket, then all of a sudden when I add other products the basket just empties. Useless website.
#13
Awful customer service! I ordered some things at the beginning of the month, still nothing has arrived. I have phoned twice, awful customer service not even an apology. Keep telling me my order is on its way but I havent recieved anything!!
I am very disappointed, I was hoping to use Pet Planet for regular dog feed orders each month but as they are so unreliable I will go elsewhere!
#14
pipsqueak2010
Awful customer service! I ordered some things at the beginning of the month, still nothing has arrived. I have phoned twice, awful customer service not even an apology. Keep telling me my order is on its way but I havent recieved anything!!
I am very disappointed, I was hoping to use Pet Planet for regular dog feed orders each month but as they are so unreliable I will go elsewhere!

Zooplus. Never had a problem with them.
#15
Petmeds and monster pets I would recommend to people ordering food for your pets, great prices and fast delivery, never had a problem with them
#16
wow been a long time since iv read so many bad experiences with a site / company

ill be making sure i stay well away from them
#17
Placed an order on the 26th October sent them an email on the 30th as it hadn't arrived had to call them on the 31st was told it had been sent out on the 29th by Royal Mail would probably not receive it til Monday,will have to wait and see if it arrives. Will never use this company again
#18
I ordered a fish tank for my partners birthday on the 7th hoping it would arrive in time for the 11th, was reassured as the item was in stock and said it would be deilvered in 2-3 working days...well come the 10th Dec no sign so I contacted them and was contacted by a very unhelpful, rude, advisor..Never Again!!
#19
DCmanchester
We are very disappointed with PetPlanet and not happy with our experience with them. A week before the arrival of our new kitten I placed an order for various items and spent £280 on products. At the time I did not choose express delivery as the website stated 'We aim to despatch all items ordered using our Standard Despatch option within 2 working days'. Additionally, at the time their website said that 99% of orders were dispatched within 2 working days. After a few days I checked the progress of our order and found that it had not been dispatched, so I called PetPlanet directly and asked if I paid for Express Delivery, would they be able to get the order sent out to make sure it arrived for our new pet. I was told this was possible and a further £2.99 was deducted from my card.

My order was not dispatched for a further few days and after calling PetPlanet again I was told that it had just been sent out normal delivery. My order arrived days after our new pet arrived and due to the lateness of the delivery, we had to purchase various items for our kitten, which was a huge inconvenience. One of the order items was missing as well and I had to address this with them. When I spoke with PetPlanet about my dissatisfaction, I was told by an uncaring and rude member of customer services that she was not sure why our order was sent out normal dispatch even though I made a point of calling back and paying for Express Delivery. She offered me a £5 voucher off my next order. This is insulting and we will not be ordering from PetPlanet in the future or recommend them to any friends or family. The customer service associate offered for us to send unwanted items back for a refund, however, this is completely annoying and the order should have arrived on time in the first place.

The quality of the top of the range cat activity tower is very poor and the cover of the covered litter tray was broken.

Completely avoid using this company and order from somewhere else.
#20
I made a large order on 28/12/14. The company clearly publish a delivery promise on the website of 2 days.. Its now the 06/01/14 and I am yet to receive my order. Telephoned the company yesterday and I was informed that the order would arrive today but at 15:20 there's no sign of it. This is the worst service I've had in a long time for an online order.
#21
I ordered a dog bed in the "sale" and the item that arrived looked nothing like the picture online. It was poor quality and so lightly stuffed that you could feel the floor through it, indeed there were large areas in the bed that had no stuffing at all just holes of air!!! I rang to complain and return item and was told I'd have to foot the bill for returns cost. This on top of paying for delivery! !! The member of staff didnt even attempt to apologise for the poor quality or misleading illustration even though I pressed the point home. I will never use this company again. Absolute cowboy operation! !!
#22
PetsPlanet is rubbish. DON'T USE THEM!!! Such bad service and low end quality products. They don't provide any help when there's a problem.
#23
Disgusted with Pet Planet

Placed an order for £46 worth of gerbil bits for our daughters birthday, which included two wooden houses, treats, bedding etc..

A few days before our daughters birthday no dispatch notice so we called to enquire if it would be here in time. We were told one of the houses were out of stock but they would get the remainder of the order delivered for Friday (Daughters Birthday was Sat) Friday came and the tracking number was showing as "No tracking available for this consignment" so we called parcelforce who informed us the parcel had not been received from Pet Planet yet, so we called explained the situation and we were advised, tracking wasnt working and parcel should be with us by 1pm, no parcel arrived so we called back, Chris advised they would send us a second order but it wouldnt be with us until Monday, quite desperate by this point we asked if there was anyway we could get this quicker, we were offered Next Day Saturday delivery for an extra £10, we paid pleased it would arrive in time and paid..

Saturday and the parcel arrives, minus the other wooden house and a wooden chew toy.. We were gutted, paid an extra £10 and received none of the main parts of the order.

So i call them today to be told none of the houses were in stock at any point during our order, and theyd already refunded the three missing items, without infoming me, so i had no idea id never be receiving them.

Parcelforce still maintain the first order was never even sent and Petplanet continually contradict each other ..

I wont order anything from them again, and would advise anyone else to steer clear
#24
Ordered from Viovet the various bits i couldn't get from pet planet, can't fault them absolutely superb service, everything i ordered just arrived and they text and emailed me with an hour time slot so i knew exactly when it was coming, cant praise them enough, this is how a business should be run, not like the substandard disaster at petplanet..
#25
I was waiting for my delivery for 2 weeks and after 3 phone calls I have been informed that package was lost. I was offered to refund money or to send another package, I obtained for refund after this poor experience. Though cannot really blame the company as they dispatch it and this was "lost" by myhermes. After this experience I have decided to order similar product with another company which arrived within 2 days and I pay only £3.00 extra. To my surprise the package from petplanet arrived today and I am still awaiting my refund which I was promised 2 days ago. I emailed company and told them that I wish to get my refund and that I am happy to send the package back however not willing to pay anything for refund. Well lets see what they will have to say......
#26
I bought a canvas dog crate from pet planet less than a year ago used 4 times and on good friday this year we decided to go away and the dog gets travel sick unless in his cage got it out unzipped the front door and the fabric as frayed away from the zip got in touch with them was told could have replacement that was tuesday just to be told today they will not replace it as its down to general wear and tear and the best they could do is 25%of new cage equalying £7.00 or a £10 voucher off my next order, i don,t think that is satisfactory and when i asked to speak to someone at head office i was told head office don,t speak to customers i think that is really bad for a company,as anybody else had any problems with cages bought from there, its like a tunnel you zip up both ends and as a zip door to get your pet in and out of..?
#27
Used them for some time and for a period they were great when they finally stopped using Yodel and started to use Parcelforce. They even improved boxes at same time too as used to "recycle" them. Last 2 years just seem to be a steady decline of missed delivery times and items.
#28
How many one post wonders are in this thread then?
#29
cannot believe i didn't think to check these reviews first, just ordered bits for my nursing cat and kittens 11 products and have now only received one the rest are substituted rabbit and rat bits which i have neither pet. i'm not happy at all since i spent alot of money, now looking forward to having to deal with customer service seeing how everyone has such lovely things to say bout them
Never buying from this site again
well **** off
2 Likes #30
moneysavingkitten
How many one post wonders are in this thread then?

bluefox0111
cannot believe i didn't think to check these reviews first, just ordered bits for my nursing cat and kittens 11 products and have now only received one the rest are substituted rabbit and rat bits which i have neither pet. i'm not happy at all since i spent alot of money, now looking forward to having to deal with customer service seeing how everyone has such lovely things to say bout them
Never buying from this site again
well **** off

1 more than last time you asked X)
#31
The worst customer service I've ever received, parcel delayed, lied to as to where abouts and after refusing delivery due to lateness, refused refund until they get their parcel back! Refused access to a manager and told I would have to wait 24hrs for one to call me. If you want your stuff on time and a timely refund if they make mistakes find another retailer.
1 Like #32
markq
moneysavingkitten
How many one post wonders are in this thread then?
bluefox0111
cannot believe i didn't think to check these reviews first, just ordered bits for my nursing cat and kittens 11 products and have now only received one the rest are substituted rabbit and rat bits which i have neither pet. i'm not happy at all since i spent alot of money, now looking forward to having to deal with customer service seeing how everyone has such lovely things to say bout them
Never buying from this site again
well **** off
1 more than last time you asked X)

Make that two! Funny how they get 8.8 on Trust Pilot and so many negative one post wonders on here isn't it?

https://uk.trustpilot.com/review/www.petplanet.co.uk
#33
Please do not use this company if for one you want your items on time I ordered a car booster seat to gamy little shin tzu for speying needed it in two days after a week it's still not here they told me lies when I tried too cancel said it had already been sent out four days after got email saying my parcel has just been dispatched this crould teamed up with Hermes is a gaurante for disaster Keep absolutely clear off this Lot wish I had looked at these reviews before getting involved YOu HAVE BEEN WARNED
#34
I have also had problems with Pet Planet too. I ordered my first package a few months ago, on the website it said that deliveries are usually dispatched within 1 - 2 working days. I waited a whole week and I still had not received a dispatch email. I gave them a couple more days, but after 9 days I decided to email them asking where my package was. Although they responded promptly and dispatched my order the next day, I had still waited 11 days to get a package that was only meant to take 3 days to arrive. I have just recently ordered from them again, it has been 6 days now and again, I have still not received a dispatch email. I shall not be ordering from them again.
#35
DO NOT BUY FROM THIS SITE! Ordered £20 quid of kitten stuff it's been 5 days and still no sign- emailed them and no reply for 2 days! Emailed them 4 times and got a reply saying that they can confirm that the order has been dispatched. Still no sign of ordered doesn't come today I will ring; but not liking the reviews on how the phone calls went :L I also paid by Amazon would it be easier to claim a refund?
#36
emilyjane95
DO NOT BUY FROM THIS SITE! Ordered £20 quid of kitten stuff it's been 5 days and still no sign- emailed them and no reply for 2 days! Emailed them 4 times and got a reply saying that they can confirm that the order has been dispatched. Still no sign of ordered doesn't come today I will ring; but not liking the reviews on how the phone calls went :L I also paid by Amazon would it be easier to claim a refund?


They take ages to deliver, even after sending you despatch details. If you really want the goods then wait another week as we ordered and it took nearly two weeks.

If you don't want to wait, ask for a refund.
#37
Ordered a tank on Sunday night and chose express delivery as I needed it by today (only day someone will be in to take the delivery). Expected despatch Monday for delivery today. Tank was 'In Stock' so should have no issues... WRONG!

Logged in to the site today to track the delivery but found it hadn't even been despatched. I emailed to find out why only to be told that the item is temporarily out of stock and will be back in stock in the next few days. Useless to me. Order cancelled, will never use again. It's the second tank I've ordered from them and the same thing happened last time. I gave them the benefit of the doubt before but I'll not make that mistake again.
#38
I ordered a hamster cage a few days ago with express delivery only to find I got a voice mail when my item didn't turn up saying the courier had left a pallet behind and they refunded my delivery charge and promised the cage would be the next day and still waiting phoned them up to get cheek and told the driver is working till 7 i think and that's not good enough never going back again
#39
Absolutely crap. I am at the end of my tether with them

Post a Comment

No more comments can be posted to this thread.
Thanks for your comment! Keep it up!
We just need to have a quick look and it will be live soon.
The community is happy to hear your opinion! Keep contributing!