“Hi, so I ordered a tray of Ziwipeak canine canned diet. The delivery was quick and satisfactory. I looked at the cans immediately and noticed that they all had air in them. When I press down on the cans the lid gives.
So I sent a message via your website, clearly had my order number in the message. The guy who phoned me however, did not know what I ordered. I spent about 5-10 mins explaining what I ordered and what happened. Then he had the nerve to ask me to take the 12 cans back to Whiskers N Paws, by myself! Of course I rejected and set up for the delivery guy to come pick it up. I thought all is sorted after the phone call. But after about 15 mins, I received a Whatsapp message from a guy named Edward who asked me to send some pictures of the can food, before deciding if the delivery man will come. Then the Whatsapp message somehow got deleted from his part.
Most importantly, I have not heard back from Whiskers N Paws since the weird Whatsapp message. The delivery man picked up the cans on Friday. Should there be someone who at least reassure me that they will give me a reply by a certain date? Or offer me a replacement already?
Luckily I already ordered the replacement from another place.
Look, I ordered from Whiskers N Paws frequently. I didn’t expect the customer service to be this bad. Too much time wasting and hang out in the cold.”
“Promised to deliver my order on 14th which however,forgot. Worse you never informed.I had to call the next day to complain and then was told me delivery would be made on Monday 18th. Luckily I still had a few days supply to feed my dog. I am very unhappy about this.”
“Not happy with the no refund policy for dog bed. I wanted to exchange for a larger bed, after discovering my corgi did not fit the bed. It was not communicated well that removal of plastic means no refund.”
“I'm extremely disappointed by how they conduct business. They are selling a product that is dangerous and refuse to refund or even to acknowledge it, almost choke my puppy! Mind you, the picture is taken ON THE DAY the product arrived, and my puppy is the sweetest cutest small puppy who hardly bites and is around cats and kids with no sign of aggression!”
“I received 3 dented cans out of 12 that I have ordered. I wrote to our Customer Service Team who first denied the responsibility and blame it to the 3rd party delivery service. The CS team offered me to return the cans in exchange for some store credit for my next purchase, but not any assurance that the shop will pack the cans properly in future to avoid them being damaged during transition.”
“We purchased a Kong Ball in our online order. When it arrived it was pink in colour and not blue as depicted in the picture of the online store .
Whilst reviewing the website again it does say “assorted colour” in the description, a photo of the assorted colour may have prevented this confusion. An option to select which “assorted colour” ball we wish to purchase on the online store would also have been nice.
Delivery time for online shopping is also not of the same standard as before. On several occasions we have been told of a certain delivery date on to wait all afternoon only to not receive our item. For this reason I no longer order frozen items from WNP.”
“Delayed by days my dog didn’t have any food to eat. Even though I received a sincere apology, don’t offer discounts when you can’t manage the logistics beforehand”
“Whiskers and Paws gave me a cat bed that had a visible rip right in the middle. It’s not worth my while going to the shop and arguing about the rip. Not worth mailing an entire cat bed to them. But this was very bad of them to take advantage of an online client to get rid of damaged products.”
“Before placing the order on last Wed, I called the CS and they promised me that the order can be delivered on last Fri. As such, I placed the order immediately on Wed morning. I am so disappointed that the order cannot be delivered on Fri as promised. What worst, there is no further update from WnP until I checked with your staff by WhatsApp on last Sat. Your staff, Edward, even asked me to track the order with the delivery company on my own! It is totally unacceptable and the worst online shopping experience for pet goods. I hope your boss can notice on this and take remedy actions to improve the service accordingly. I have no plan to shop with your company in the foreseeable future. Thanks for attention!”
