Petplanet Reviews

Name: Petplanet
Rating: 2.48

2.5 Rating 50 Reviews

36 %

of reviewers recommend Petplanet

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2.5

Based on 50 reviews

Shipping & Delivery
Delivery Methods	Courier
On-time Delivery	Greater than 8%
Customer Service
Communication Channels	Email, Telephone

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Petplanet 1 star review on 19th January 2022

Els

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I've ordered from Pet Planet for a number of years now. I've had 2 issues, the first issue was a couple of years ago, and the 2nd issue was a delivery I received today. Basically 4 x dry dog food 7.5kg each with a best before date of July 2025 so 4 months to use which isn't great, I normally get a year or more with my order at Pets At Home (I go between Pets At Home and Pet Planet depending on price however won't be using Pet Planet again). Having contacted customer service, I must say how unimpressed I am with them. The first time I had an issue I wasn't impressed and it hasn't improved so I have therefore decided I won't be using them again. You need good customer service when things go wrong, it's all very well when things are delivered with no issues, however, the minute things aren't quite right and you call them they aren't good. They offered to return the pet food, no apology, an explanation which isn't correct and I have to repackage and leave out for collection. Between the 4 bags its 30kg which I can't lift and the time and energy it takes to repackage etc I can't be bothered which I'm sure they are counting on. I like to have a 6 month supply of dog food so I'm organised and not running last minute, that shouldn't matter, you should get dog food with a very minimum of 6 months I would even say a year on dry dog food !!!!! I did offer to keep 2 of the dry food at a reduced cost as I didn't want to pay full price for an item with such a short shelf life, however, I was told no and they had organised Yodel to pick up next week, a date which I haven't even said is ok and I have to repackage and they will then refund if all ok on arrival. I can't recommend as it's the last time I will use pet planet. Dealing with someone called Kirsty who has no customer service at all!!! Just be wary and check dates of best before if you do order from this company and don't expect good customer service if anything goes wrong. I'm less than impressed.”

Helpful Report

Posted 3 months ago

“I have been a loyal customer of this company for years, regularly ordering products and spending a significant amount of money with them. Unfortunately, my recent experience has been extremely disappointing. I received a faulty product (a large 6kg bag of dry dog food with a broken zip, making it unusable). Despite providing photographic evidence, the company refused to issue a full refund or replacement. Instead, I was only offered a 50% refund, which feels entirely unjust given that the fault was on their end. As a long-term customer, I expected better care and accommodation. This experience has left me reluctant to continue ordering from them, as it’s clear customer loyalty and satisfaction are not priorities.”

Helpful Report

Posted 6 months ago

“Purchased a Petplanet crate base 90cm x 60cm The item arrived - the actual size was 88cm x 58cm. So 2cm smaller each way than the crate, so my dog could get his paws stuck in the space. Contacted Petplanet, told that the measurement was approx. and I needed to prove I had a petplaent crate. Or.... I could pay return postage, The item is not as describe, they just got ruder & ruder. Avoid this company, they have awful customer services & their item descriptions are flawed.”

Helpful Report

Posted 1 year ago

“rubbish service. They took my order and payment even though they didn't have the products in stock! Then I get an email saying the products should be in an another week or so and they'd contact me - nothing! No email, no communication at all, I tried calling but it just rings and rings until it stops ringing!!!! Angry is too soft for how I feel right now, who runs a business like this? I'm just going to say what all other reviewers have said - Do not use this company they are not to be trusted. My four dogs feel the same way....”

Helpful Report

Posted 1 year ago

“Do not use this sham company. Incompetent,unapologetic. Go anywhere else. If they reply with the usual “sorry you feel that way but…” they’re talking nonsense,all dodgy companies do this. AVOID AT ALL COSTS”

Helpful Report

Posted 3 years ago

“I just came off the phone with Joanne, one of your employees to make you aware that jackets we bought for our pups from Danish Design actually had caused cuts on our dogs legs (see images attached). The finish is quite rough and when rubbing against their paws when they run, this has caused sore spots on their legs. I told Joanne that I was not looking to get my money back, but just thought it would be something you would want to flag with the manufacturer. She was extremely rude and just dismissed what I was saying. She had never heard anything like this and the problem was that the jackets were too small and I should just buy bigger ones. For your info, the jackets are not too small, they are actually a perfect fit. I have to say that I am very disappointed to be treated this way. Joanne was unbelievably rude and unprofessional and was not interested at all in what I had to say. Poor customer service Pet Planet, I think some of your staff need some additional training since this is not the way customers expect to be treated.”

Helpful Report

Posted 3 years ago

“Terrible customer service. Phoned to complain their delivery guy have driven across the neighbour's and my garden. They couldn't care less. Refused to accept any responsibility. Avoid like the plague.”

Helpful Report

Posted 3 years ago

“Avoid Pet Planet if you want your order to arrive. My order still has not arrived, I'm still waiting to find out where it is, and the customer care for both Pet Planet and their courier Yodel doesn't exist. This was my first and last order with Pet Planet, put in a large order for everything I needed for my new pup. Paid for next-day delivery and took the day off work for the delivery. Sadly it never arrived on the expected day nor the next day and still, I wait. Emailed, rang, and used live chat to contact both Pet Planet and Yodel, they blame each other as to where my goods are and I still have no idea where it is, neither Pet Planet nor Yodel wants to help or care to even try. I am so disappointed and will not use or recommend them to anyone. They currently don't deserve the one star I had to give. Wish I had read these reviews before I put my order in.”

Helpful Report

Posted 3 years ago

“Avoid this site for you pets sake If I could give 0 stars I would this is the worst pet shop online shop there is they don't care about animals they want to do them harm most of their photos on their site of their products are a lie I picked them up on 1 so they had to change it that took them 2 weeks to they are nothing but liars there deliver is a joke they leave your pets with out food you never know what deliver firm they are going to use and hermes is one so you know your order is going to be even later and when you phone them to pick them up on this they just laugh at you and laugh that your fur babies are going to be without food laugh that they might be causing your fur babies to suffer I know I was wrong but as the lady with the hysterical laughter over the thought of my first babies suffering hung up on me I said your a c word I know this was wrong but when someone wants to knowingly cause harm to my fur babies and laughs in my face about it I kinda let it slip out as I could not believe it was happening to me and my fur babies so in conclusion avoid this site for your beautiful pets safety”

Helpful Report

Posted 4 years ago

“worst customer service i have waited 4 months for my refund and still i am waiting the worst company on the planet.”

Helpful Report

Posted 4 years ago

“Ordered an item for my dog and paid for next day delivery .. a week later no signs and the company they supposedly shipped with ( tuffnells ) havnt even received it .. emails go unanswered... will have to sort out with credit card company now”

Helpful Report

Posted 5 years ago

“Never would I ever order from this company again. Did an order on 24th March which said owing to the current situation would take 7 days till delivery. I accepted that. 10 days later and still no order. Despite them telling me they have sent it, the DPD tracking no. does not work as not on DPD sysytems. Can't contact them as call centre closed. Email and they take days to respond. I have enough food left for tomorrow morning then what do I do. I can't go out and no one else can deliver till mid April. I am disgusted with this company. They even tried to lie and say they told me 2 weeks delivery but I could show otherwise, absolutely appalled, why take on orders you cannot fufill. BEWARE OF THIS COMPANY.”

Helpful Report

Posted 5 years ago

“Item not received apparently I refused delivery according to Hermes 🤔 , emailed pet planet 4 times now over a week,no response and phone line off.”

Helpful Report

Posted 5 years ago

“If you are thinking of purchasing from this company then you really need to reconsider. I have been purchasing monthly from this company for the last 3 years and have now been left in a position where I can only warn others. I placed my usual order for dog food with next day delivery, after the second day of no delivery I checked with DPD who had received notification of a pick up and then a further update that this had been cancelled by Petplanet. A call was made to Petplanet who were dismissive and could offer no advice other than to wait and see if it should arrive. Unlikely given that DPD were showing the pick up was cancelled. Further days passed with no delivery and a number of emails sent to Petplanet who have so far failed to answer any of them. I can fully appreciate that the change in circumstances have affected everyone but this has left me without the purchased dog food and now £100 + out of pocket with no response from Petplanet.”

Helpful Report

Posted 5 years ago

“I bought a cage to contain my 6 month old puppy who needs to be kept in a crate as per Vets instruction as he's had a road accident and had to have his leg pinned. I got XL to give him some room to move about and he has managed to bend it. He broke a door and popped the small door side with a door out. The side now held in with a cable tie. Customer service blamed me for leaving him on his own when he wanted to get out when he was ok when I'm not there then really complained when I was. He was crated in a smaller metal cage before the accident and caused no damage at all but this was too small for him to more round easily with pins poking out of his leg and as he needed to move round on 3. I'm a very unhappy customer with the services as they blamed me for the damage and item provided. I should have known better as you get what you pay for so unless you have that perfectly behaved dog AVOID.”

Helpful Report

Posted 5 years ago

“Appalling customer service I ordered a dog gate which was no good, I asked for it to be returned, ONE week later and THREE returns requests, I am STILL waiting for the gate to be collected, It was left in a "safe place" as instructed by the collector, this was ignored and went away without it, This is my 3rd attempted collection, I have one hour left today to see if it gets collected, I am not hopeful, tomorrow could be another vented phone call. This was a very expensive gate and I have to wait even longer for a refund because they are very slow with collection. The customer service is appalling. I haven't had a refund YET because they still haven't collected it, I have to wait for their error to be rectified before I get any refund.”

Helpful Report

Posted 5 years ago

“Delivery (using Hermes) is biblically slow. Amazon deliver next day, this lot are taking over a week and I still haven't received my order. Wont be using them again.”

Helpful Report

Posted 6 years ago

“Multiple delays on deliveries over the years, even lost and delivered to the wrong address, no apology, no acceptance, terrible customer service. Will shop elsewhere, had enough.”

Helpful Report

Posted 6 years ago

“Paid for Saturday delivery did not deliver emailed did not respond phoned unhelpful asked for a refund hope that comes unlike delivery stay clear”

Helpful Report

Posted 6 years ago

“Ordered 2dog beds an emailed arrived saying they had been dispatched! 7 days later not received. Spoke to 3 different people in customer services to be told 3 different stories! Staff rude! So I asked for my money back, i was informed it will take 5 days for the refund! Appalling service hence I will never buy from this Company again”

Helpful Report

Posted 6 years ago

Petplanet is rated 2.5 based on 50 reviews