“DO NOT TRUST THIS COMPANY!! 2 of the 4 cat flea treatment pipettes they sent me where empty. I phoned them and was immediately fobbed off and told to email them instead. After almost 7 weeks I've still received no reply so I think it's fair to say they are ignoring my complaint. I should have read other customer reviews before buying from this company because it seems this kind of behaviour is standard for them.”
“I would actually give 0 stars if I could. Only order from this company if you want poor service which could compromise your pets health . When you expect courier service to arrive the day you will be in to receive it as its cold storage and they muck your order up so it will be sat outside . Absolute awful customer service I will be taking this to an official complaint”
“Extremely poor service. Part through a repeat prescriotion they take your money and then tell you the item is discontinued. One would imagine that would be it, but they tkre your money again next time the order is due! Customer services are full of excuses but not apologies. Be warned - there are a lot better options out there.”
“I order syringes directly with an operative. The wrong ones arrived and even though each syringes is sealed and packaged they refused to take them back where a vets practjces would. Also ordered insulin and was told I had to be there to take delivery when I asked if I would know when they said I would get a time slot I have been waiting since 8.30 am and am only told it will be delivered before 6pm. The tracking system has said its going to no 86 for the last 3 hours and I am 106. So in other words you have to wait in all day This they are charging me extra for and not how they explained it would work. There are other companies out there and I suggest you use one of those this company has no vetiver back up doent know what it is doing. Hopeless.”
“I have been buying from Animed Direct for a couple of years, it’s always been very good, lots to choose from, the cheapest for what my cat needs (Royal Canin food) an fast delivery. Customer service is excellent too. Highly recommended 👍🏻”
“June for…
We placed an order on the 15th June for some metacam that my dog is unfortunately reliant on now. Order number 2006358820 .The first order was cancelled by Animed by email as there was something to do with labelling. Rang on June the 30th as they were asking us to place another order and the previous order would be refunded. This is did and asked that this go out on express delivery which they said they would and worst case scenario would receive on Monday the 4th July. 4th of July arrives , postman been and no order received. After hanging on the telephone again for at least 20 minutes I have been told that again my order has not been sent. Most unhelpful staff who wasn't apologetic at all and said they would try and get it out again but couldn't guarantee as needed to speak to pharmacy. So 20 days after placing the order and now desperate for this medicine. I can't even get it from somewhere else as they have my six month prescription. So if you need urgent medicine I would get it from somewhere else .”
“NOWHERE NEAR "EXPRESS DELIVERY" & EXTREMELY POOR CUSTOMER SERVICE
My springer has been extremely poorly with vestibular disease & our vet provided us with a prescription to use online to carry on with his medication. After looking at 3 different companies, all very similar in price, I chose Animed Direct soley on the fact that I could pay for "express delivery" & have the medication and also vet grade specialist tinned food because he will only eat this at the moment because he's so unwell, to be delivered on the Thurs when I ordered on the Tues. This was perfect so I placed the order. On checking my account the next morning I could see the prescription had been approved. By Thurs my order still said it was being processed though so I called them, only to be told that because of the bank holiday so deliveries were delayed but she promised it would leave that afternoon to be with me Friday morning. I can understand delays with bank hols, but amend your website to reflect that rather than promising an unachievable delivery date!
The medication left the warehouse on the Friday afternoon and the food finally left after 10pm on the Friday night, and we finally got delivery on the Monday morning.
Since the non delivery on Thursday I've had to return to my vets to purchase enough food and meds to see if through until the delivery arrived, because he can't be without it, and this has been at a considerable extra cost.
On finally speaking to Helena at Animed this morning, after phone calls and multiple emails to complain, they are blaming the prescription taking 48 hours to be approved for the delay. This is nonsense as it showed on my account the very next morning that it was approved and the medication was actually shipped before the food! Helena's colleague Karen blamed the bank hols for the delay, not the prescription in a previous phone call. She was very dismissive when I was explaining the issues and sounded like she was just reading generic complaint responses off a card when I was speaking to her. I thought it perfectly reasonable that they refund the food as I had to purchase the same amount ÂŁÂŁ from the vets to see me through until I got theirs but again dismissive and unhelpful with that. She wouldn't let me speak to a manager higher than her and kept cutting me off in speaking with her standard, repetitive responses.
Very frustrating and frankly awful.
A big chunk of their market is sick pets so promoting quick delivery dates is very questionable when they're unable to do so and leaving owners without essential medications or food! With competitors offering comparable prices I'll not be hurrying to use Animed Direct again”
“I ordered on the 31st May and paid for expedited delivery for our dog's painkillers/anti-inflammatories. They were supposed to arrive last Thursday when her medication was due to run out. 5 days after this there is still no sign of them. So she has been without painkillers since then (she has bone cancer). I cannot get hold of anyone on the phone and they have not responded to any of my emails. The tracking number they gave me does not work. They were actually marked as dispatched on Monday (i.e. 4 days after they should have arrived). I am absolutely livid.”
“Worst customer service won't reply to emails order cancelled within mins of placing order still took money from account and still no refund 1 week now and not 1 single reply AVOID”
“Despicable service and appauling communiction!!!!!!!! leading to my cat suffering due to Animeds incompetance. Several email back and forth as they kept emailing saying they couldnt read the prescriptions. Resent and checked several times and could clearly read every word. Last email didn't even say what the issue with processing was. Now been waiting over a week and run out of meds causing my cat to become unwell with thyroid and heart issues. AVOID AT ALL COST . Will be logging complaint to relevant governing bodies.”
“My husband ordered dog food from this company which was lost by the courier. Trying to get a refund is really time consuming. No one replies to emails. He spoke to a customer service advisor who said she would call him and never did. Don’t order from this company as I think it’s too much of a risk”
“My experience seems to match many others - one of frustration and delay.
My standard prescription took 36 hours to process and the fast track delivery that I paid extra for will, according to the person I spoke to, 'take up to four days'. I've been given a courier tracking number but told it will take up to 18hrs before it can be used. This is all quite bewildering and frankly infuriating when I urgently need to get insulin medication for my diabetic dog.
I won't mention the endless wait times on hold each time I call....”
“Sent them a vets prescription for optimmune for my dog but the tube of medication seemed mainly full of air and what was left in the tube is very difficult to get out. When I sent them an email they couldn’t be bothered to respond.”
“Avoid . Customer service is appalling. Sent numerous emails and no reply. Ordered medication a week ago and paid for speedy delivery meant to take 1-3 days. Still no delivery 7 days later and no reply to emails.”
“Recurring theme here. This company takes your money for stuff they don’t actually have in stock, then they just ignore you, don’t respond to your emails or refund your money. Bordering on fraud”
“Do not waste your time and compromise your pet's health with this site. I ordered and attached a prescription in good faith, they weren't happy with the scan quality, ...I waste days redoing it, my dog was compromised but finally got the meds. Gave them the benefit of the doubt and ordered again, ..granted I attached the wrong script the first time, resent, ..no vet signiature, got a revised one, quality of signiature not right,..ok we'll be compromised with Christmas post, it's Metacam, my dog will be in pain, my vet's busy caring for animals, I stressed it was urgent, they could phone the vet and check given I stressed the urgengy. In short, if you care for your pet, use a caring professional site instead of this shower, also their responses are rather rude.”
“Haven't answered my email it's been 5 days answer on recorded message you are no 6 in queue even after 20mins and then when you try again multiple times you are 6 in the queue it's ridiculous u just want to no where my standing order is .”
