“As a rescue we have dogs which need transfering, unfortunately even with the vet code your IT doesn't work and we have been unable to log the dogs to our account. Hours have been spent on hold on the telephone, nobody answers the calls. To date six emails have been sent to support with no support received. We are going round in circles and getting nowhere, if the dogs god forbid go missing there is no way of reuniting them. I might suggest you alter your message telling people to take a found dog to their rescue for scanning and reuniting when we can't access the information we need. Not impressed at all. Very shoddy IT!!!!!!!”
“Over two weeks now since this company "upgraded" the website, and we still have no log-in to our rescue account. We cannot register chips nor transfer rehomed dogs and cats to new owners, nor reunite lost pets with identibase chips with their owners. We can of course ring a premium rate phone line especially set up for rescues and charities- at £4+ per call. Totally disgusting. They should be ashamed of themselves.”
“I run a local cat rescue group and at my wits end with Identibase! I cannot change keepership of cats to new owners due to their "new improved" website which doesn't work. Last week i spent a total of 9 hours trying to get through on the phone. When i did finally get through i was cut off after waiting 40 minutes. After sending several e mails to them, i eventually got a response saying they very much doubted i had waited 40 minutes! Does anyone know if there is a governing body i can complain to? Just before i have a nervous breakdown!”
“What a pity you can't leave a negative rating for this company. Do they actually have any staff operating the phone lines. Not obviously. I am rehoming a pet. The current owner and I have both spent a huge amount of time trying to ring to get through as there is no option online to do this. In fact I held on for so long that my phone battery ran out. I will switch the pet to petlog. I am not dealing with this shambolic outfit. Reading other reviews it sounds as though they are taking membership money under false pretenses. Clearly they are not providing the services they advertise.”
“We are a Cat Rescue and have now had to suspend all adoptions because we, and our vet, cannot register microchips or transfer keepership. We have a vet code and when allocated several years ago we were issued with a user guide and support which was brilliant. Now you change your system without even notifying anyone let alone issuing a new user guide or providing support via the phone (cannot get through) or email (not answered).
This is not one bit customer focussed and now means that there are vulnerable cats out there that cannot be brought into Rescue as we have no space until we can adopt out. We have cats who are registered (have the email confirmation and certificate) which when accessing the database it says not registered so cannot transfer keepership. Also a couple of kittens microchipped which our vet cannot register to us. We need help desperately, please.”
“Trying for 12 days to register our new puppy to no avail. Keeps saying info is wrong. Sent an email this has been ignored. When i got through on the phone they just hung up. This has been a stressful time. If i could i would give them no stars.”
“I have been unable to create a breeder login and now have 5 pups who have left with their families who are unable to update the micro chip for their puppy. I have emailed identibase twice, been ignored, twice. I tried calling continually for 2 mornings. Their phone line is often 'busy' in which case it hangs up the call. Or on two occasions I have made it to the automated reception and placed on hold then after 60 minutes the phone hangs up!”
“The deployment of their new website has been deplorable and is really doing their brand no favours. It is poorly designed, nowhere near as intuitive as their old site and suffers poorly in comparison to their competition.
While there may be some good people in their customer services department trying to keep up with all the complaints, they have been poorly let down by their IT team who should have rolled the whole thing back until they had something that works properly. At this point I am considering reverting back to paper chip registration requests as it is less frustrating (although more time consuming) than attempting to navigate their new portal.”
“I've tried to call to change address of chipped pet that has been rehoused. We have certificate and realise we need to pay £15.95 but there has been no response to emails. I have tried to call no less than 42 times over a period of two weeks and have still not spoken to anyone. Goodness knows what would happen if I'd lost a pet! Shocking!”
“What customer service! It is non existent. Hanging on the phone for hours at a time - no response to e mails - new website format which is totally confusing. Get a grip Identibase!”
“There is a basic free registration if you scroll right down to the bottom of the registration page, there is a tiny check box to tick you don't have to pay to upgrade, only problem is when you click next, nothing happens and you have to start over. This is a con, the company is a con. Best should not use them and use a different company altogether. We should all report them to the national fraud service, action fraud. I have.”
“Rehomed a cat in January from Cats Protection League who’d had him chipped, sent off paperwork to identibase to reregister chip to me as his new owner and have never heard from them! Have tried many many times to phone them - always engaged or on hold for 15 mins plus before giving up. Have emailed but still nothing. So don’t know if my cats chip is registered to me and even if it is, what’s the point when nobody can get through to them?! Appalling.....”
“I have contacted https://www.animalcaregroup.com/about-us/board-of-directors Jennifer Winter CEO and Chris Brewster CFO giving them one last chance to respond or I will go to trading standards and the national press.”
“As per everyone else's experience below. Calls not answered, permanently engaged. No response to emails or twitter4. Went on to LinkedIn and only found two names. What is the point of microchipping dogs? I am trying to find out who the CEO of this shambles firm is. Anthony Mayner is a
Customer Services Agent at identibase listed in linkedin and Mike Jamieson identibase Contact Centre Manager at Animalcare Ltd. If anyone else has any information, I would love to hear about it”
“My cats have been registered with the company for 8 years, but now one is missing. The web page to report one missing is broken. No one answers the phone (permanently engaged tone). No reply to emails. No reply on the help chat function.
I rang my vet because this worried me. And when they checked the microchip number it said my cat was not registered.
This is a total abdication of duty with NO warning or means to contact, and now if anyone finds my cat he cannot be linked to me.”
“I have just logged in to the Identibase to find to my shock that there have been updates which I haven't been informed about and the lifetime Premium membership I have paid for only a month ago seems to now no longer be fully valid? It states its "Premium Old" now (see the picture in this post) and you seem to have a newly introduced subscription service which you are expecting users to now sign up to on either a monthly or annual basis
My primary concern is that I have had a cat missing for the last month and whether or not the the Premium membership perks that I had paid for are currently still active (or indeed, when they may have been deactivated seeing as there was no communication about the changes) and whether or not alerts are still out with local vets and shelters for my registered cat, Mog?
I am also completely unable to reach anyone over your phone number. This whole experience is totally unacceptable and especially since I still have a missing cat currently which needs to be found.
Please contact me ASAP to advise on this as it's urgent”
“I tried ringing 17 times, eventually I got through to the recorded message which just went on and on saying how good identibase was, all I wanted to do is register my pet.
Warning do not deal with this company.”
