Shelley

Jun 30, 2025

Very poor customer services

I ordered 4 boxes of Purina Gourmet wet cat food, 4 per box. The shipment box (containing all 4 boxes) arrived wet with cat food, as two cans inside were damaged and slit open. It took me time, effort and lots of cleaning to open each box, find the damaged can and clean all the others. There were two damaged cans in two different boxes. I took several photos of the damaged cans and sent a polite email to Pet Drugs Online clearly explaining what had happened and requesting compensation. After about a week there was still no response from Pets Drugs Online, so I wrote once again, sending the same email and photos. The (pro forma) response I finally received explained that damage occurs, that tins can get "a little dented" during transit, there's nothing they can do about it, and basically that customers should expect this might happen. The email went on to say that if I "attach photos" of the damage, they will "look into" my query. I was a little shocked by this response. No reference was made to the detailed letter and numerous photos that I had already sent them, twice. And I now had to send them a THIRD time. And saying they will "look into" my query? Do they think I might have faked the photos? Or slit the cans open myself? It's a very poor way to respond to a customer. Interestingly, their letter also implied that it was the fault of the courier (they said "if" I sent photos, the photos would be passed on "to the courier service for investigation"). As if Royal Mail opened the package and the boxes inside and slit open the cans themselves! Ultimately, Pet Drugs Online wrote back to me saying they will compensate two cans. Once again, a very disappointing response to a loyal customer. Considering all the hassle of having to clean up 8 cans in the two damaged boxes, the time it has taken Pet Drugs Online to respond and the time-consuming back-and-forth of emails, not to mention the fact that I have been a loyal customer for many years, I was expecting Pet Drugs Online to send me two new boxes of 4 cans each. And more than that, I was expecting to be treated with respect and consideration, and for Pet Drugs Online to take some responsibility for damaged products that they send. I have always had a good experience with ordering from Pet Drugs Online, and the positive reviews reflect this. HOWEVER, I would now say that service is good UNTIL THERE IS A PROBLEM. I will not likely be ordering from them in the future.