“I’ve ordered food a week ago for my dog with kidney failure emailed 12 times telephoned 5 times still no response and no food. Very bad customer service.”
“Have ordered 4 times over 6 months. Always very delayed delivery not 3-5 working days. Have just chased an order placed 16 days ago and been told it is out of stock and I have been refunded! Not great when you are reliant on prescription food! Will not be using again.”
“Totally useless throughout. Took two weeks to deliver 'express' 1-3 days order for ailing cat. Cat had died before order received. Order returned unopened for refund upon receipt - they received it 12 days ago and still no refund.”
“Ordered 2 weeks ago, £70+, should be 3 to 5 day delivery, emailed no reply, can't get reply on phone, don't order from them, customs service don't exist, no money back or goods”
“It is apparent something is seriously wrong at this company. I've been using them for some time and have always been happy with service but having placed my latest order almost two weeks ago and with no signs of receiving special food for my wee dog I have tried to contact them- to no avail. It is absolutely impossible to get through on telephone and of course they are not responding to emails. They obviously must know how they are letting down their customers - question is why. Why would a company such as this suddenly become so busy. I fear the worse - that I have just given them a £92 contribution! I hope I am wrong.”
“Horrendous customer service. They seem to have lower prices, but this is out beaten by the total lack of customer service and ignorance. Won't be using their website and do not recommend either!”
“Never received prescription despite them taking money and having my order for over 4 weeks! It was a prescription that i had had to pay for from the vets, and medicine that i needed for my cat. Finally got a reply giving me a refund! noexplanation, no apology! and NO prescription!!!!”
“Wow this is an appalling company!! Paid extra for express delivery and am still waiting for my order. You can never get through to them on the phone . My pet needs this medication urgently , do they not understand !! They obviously do not care for pets , they grab your money and do not deliver . I will be telling others about this fraudulent company . A first time customer they have definitely now lost!!”
“Avoid this company like the plague. You place your order, they debit the money from your account within 24 hours, then ........
nothing! They will not reply to emails, they will not take phone calls, they claim to have an online cancellation form but their website will not allow access to it and they ignore all attempts to cancel by email. They are a totally unscrupulous, unethical company.”
“I am beyond furious ! Been trying to contact Animed for 3 days..held for over an hour in a queue to be cut off when I reached number 1 in the queue this happened not once but twice..extremely frustrating to wait that length of time to be cut off
The same thing at 8:30 this morning although I only waited 20 minutes !!
What do you have to do to get a response as this has now cost me a lot in wasted phone calls..absolutely appalling customer service.
I would give no stars but don’t have that option”
“Website great but customer service and communication shocking. Was no. 8 in the phone queue and after 30 minutes gave up as I had only moved 4 places. They must only have 1 person accepting calls. Ordered my usual food 9 days ago and taking the bank holiday into consideration it’s now been 6 working days. No communication at all from them. I went into their shipping site and it is showing delays in Sending food out! Deliveries now 3-7 working days so should be tomorrow! I’ve already had to buy different food for dogs which isn’t great as the regular order is a special one. Communication is really poor, quick to take money (a week ago) but can’t even send an e-mail to customers to update them.”
“Have used Animed for a long time but just recently despatches seemed to have been taking longer, (they where really good through lockdown). My latest order on 24/08/20 was showing no sign of despatch 8 days later, tried to telephone but the queue to answer is always full so all you get is goodbye. Tried e mail and no response as of tonight 07/09/20. My dog is diabetic so everything I order is important as I can't just go in a shop to buy. Sad they can't let you know what is going on. Pets at Home got me out of a potential run out with a two day delivery. I strongly recommend you do not use Animed at the moment.”
“Very bad service order food for my cat over 7 days still haven’t been dispatch , they couldn’t be bothered to send an email with an update. My cat is sensitive stomach only can eat specific food now he’s been left without the food - they should be transparent about the delays on their website instead hoping for the best. They don’t care about animals at all.”
“My last order from Animed Direct had to be chased as it had not arrived after seven days but I gave them the benefit of doubt thinking this might be a one off.
With this in mind, I tried to place my next order in plenty of time on Monday 20 July in the knowledge that my dog had sufficient food to last until Tuesday 28 July but that was where the problems started!
The website was not working and would allow you to add goods to your basket but not progress to checkout.
Throughout Monday and Tuesday I repeatedly tried to order online and by telephone but had to give up waiting after 60 minutes as I had an appointment to attend.
I decided that I would email customer service on Tuesday to inform them of the website problem, explain the issues and ask them to either let me know when the website was working again or give me a ring so I could complete my substantial order.
Unfortunately I did not receive any response to my email and still haven't!
I continued to try the website and phone lines and by Friday I realised I was running out of time so telephoned and waited until I was eventually connected to place an order over the phone, paying the extra for express delivery and received the confirmation email.
However, I had still not received the order this morning (Tuesday 28 July) so emailed to check when it was due to be delivered.
I was shocked by the response which simply informed me the order had been cancelled as there was a pricing problem!!!
No communication at all from Animed and no food on its way for my dog. They are not prepared to honour the original order as the price was lower than it should have been but didn't have the courtesy to even inform me of this!!
Suffice to say I will now be ordering elsewhere as Animed clearly do not appreciate my custom or the inconvenience caused to me!!”
“I wish I had read the reviews and avoided this company. I paid for next day delivery because I was going on holiday and hadn't received my order after 5 days. Do not use this company.”
“Awful customer service. I ordered a special food my dog can only have. It took a week to come and half the order was missing. I rang 5 times with 2 advisors telling me they would email me with an update. This did not happen. In the end an advisor informed me that DHL had only received half the order, she said they was having a problem with their Warehouse. The advisor could not promise when I would receive the order. This is really bad service I have had more than 1 problem with this company. I will now be looking at ordering elsewhere.”
“Waste of time. You need to spend £15 on a written prescription from a Vet which only is valid 6 months. So the savings on the site are not cost effective and is pointless. Also very rude staff who hung up on me.”
“Avoid this company. Order arrived today and product - a tub of cream was damaged. It was sent in an envelope with another product, the packaging was totally inadequate. I had to contact customer services three times. No apology, I was told that as long as it wasn’t leaking it was acceptable. After Another call to customer services I eventually received another email telling me to send it back for a refund!”
“The customer service, or lack of, from Animed is appalling. I paid £94.26 for my dog's prescription medication and didn't receive it. I've emailed their customer service department 3 times as they never answer the phone, and I've not had a reply!”
