I had problems with Pet Planet last year around this time when we had major snow. I managed to get my order eventually, their excuse was the snow even though by this point all the roads had been cleared. My package arrived opened and filled with mud, snow and god knows what else. I was furious, a rep on here asked me to e-mail him personally which I did and he then had a go at me because he was off work spending time with his family!
I never got any sort of refund and their apology was shocking.

By right you should either get a refund of your items resent but with their customer service, it may not happen that quickly. Really sorry to hear your having problems with them, after last year I've never used them again

 

Under the direct sales regulations you are entitled to a refund. Any decent company with accept that their parcel got lost in the post and send a replacement, but if that doesn't happen, just quote direct selling regulations to them.

Last Christmas I ordered Joshua's supplements as usual and they never showed up, despite them usually being really quick. I emailed them and they sent a replacement straight away. About three months later I moved the dog ramp which had been resting against the front wall, and there was my package, tied up with an elastic band to a package for next door from somewhere else! No card, no nothing.

She had also got a replacement out of whoever she ordered from but what a stupid thing to do on the postman's behalf.

 

Thanks both. I'm more than a little frustrated as the package had dog food in it.

I'll wait until Tuesday and then call them again. Thanks Newfiesmum about the direct sales stuff

 

Hi. Please contact me direct at Petplanet and I will ensure the matter is resolved. Kind regards. Yvonne Jack

 

Sorry YvonneJack I only just saw your message now.

I came back to this thread to say I contacted PetPlanet again and they were very helpful and are arranging for my order to be sent out again.

Well done PetPlanet :thumbup:

 

I have ordered toys from petplanet twice and both orders took their time to arrive..one was next day delivery and took over 5 days :-( the 2nd order was for 3 toys...1 was the wrong toy and 1 was broken (well it didn't squeak like it should).
I emailed them and they arranged to send me 2 new items and did not ask for the others back so in the end I had extra toys! I think their customer service is obviously quite efficient, its the pick and despatch department that seem to have issues! They are only in scotland so can't see why they can blame every delay on royal mail xx