PLEASE DO NOT TRUST THE HEALTH OF YOUR PET TO THIS COMPANY! Dear prospective customer Please take a moment or two to read this and save yourself a lot of anxiety. I ordered 4 X 10ml bottles of Canininsulin for my diabetic dog Lucky at a cost of £69.83. My temperature controlled delivery was planned in by the courier for a one-hour window slot between 11.44am and 12.44pm on Tuesday. Three adult members of my family were at home along with our two dogs awaiting delivery. When the delivery became over an hour overdue, I used the parcel tracking facility provided by the courier to establish why the delivery was running late. I was most surprised to learn that the temperature controlled package had apparently been delivered and signed for at 12.27pm by someone signing “Hill”. I immediately called the team at Pet drugs online to express my concern and was shortly after called back to be advised that the GPS tracking had shown the driver had been at my address and that someone had signed for it. I repeatedly explained that it had not been delivered to my address and that it was impossible for three adults who are expecting an urgent delivery and two dogs who announce the arrival of all callers to have missed the delivery. Clearly growing concerned for the health of my dog and the missing life preserving Insulin the only help offered by Pet drugs online was to repeat that as far as they were concerned it had been delivered and I would have to go knocking on random doors in my street to discover who “Hill” was and if they had my parcel. Because of this incredible lack of empathy for my pet and a customer I asked to speak to a manager and was put through to a lady named Vicky who could only reiterate that as far as they were concerned the package had been delivered and there was nothing that Pet drugs online could or would do to help my dog and I. Because I could not understand the adversarial stance of Pet drugs online and the complete lack of regard for both my pet and I, I then asked to speak with a company director. I was put through to Simon Sutton the managing director of pet drugs online. As soon as I began to speak with him it became apparent why I had encountered such appalling customer service and lack of empathy. (It clearly flows from the top). Simon in as many words told me that his courier had made the delivery and that was that. When I tried to explain that I needed the insulin to administer to my dog that evening Simon could offer me no help! When I asked if he could arrange for me to pick some up locally at a local vet he simply laughed and told me “The vets don’t like us, can you guess why?” He then told me “It’s up to you to take care of your dog, not me” Following my call to Simon he shortly called me back to tell me that he had spoken to the courier’s depot manager and that in fact the driver had apparently mistakenly delivered the package to another address in another area. The courier was going to attempt to uplift it and redeliver it to me. The following morning Simon contacted me by email to ask if the package had been received, I responded explaining that it had not. Simon then telephoned me informing me that the driver had been unable to collect the package and that I should consider my order cancelled and that I would receive a refund. Thus leaving my poor dog without life preserving medication and me high and dry! I have worked in many high profile customer facing roles myself and over my many years of experience have had to listen to a lot of concerned customers and unravel many complex situations in order to put the customer at the heart of what we do, identify the priorities in a matter and to bring about an equitable solution for the customer and preserve the reputation of the business. I have never in my 55 years of life encountered such an appalling standard of customer service or dealt with a company with such a blatant lack of empathy for its customers and the end users of the products that it supplies. Please, Please, please take notice of my sad story and order your pet drugs from a different reputable supplier. Because a business like this does not deserve to be entrusted with the health of your family pet or your hard earned money. Thank you Tony Saffin