THE PET VAN STORE Reviews

My order still has not arrived. No one is replying to my emails or any contact. If I don’t get my order how do I get a refund

Absolute joke of a company! Placed a order via clearpay on the 12th November still have not received my order. Emailed the company 1 week later to be told there was a delay and my order was being dispatched that day or the next. Still no order!! I have emailed numerous times but no reply. Website/ phone number and email are all out of use

Where has your website gone??? You still owe me supplies I've gone through clearpay and they are still gonna charge me the payment and you haven't completed and I can't message or ring you..what's gone on?

Where has your website gone ?

AVOID AT ALL COST. My dog supplements arrived with a broken tab, there could be any tablets inside that container, there excuse is it probably happened due to the courier service, I find that hard to believe as the tab was hanging off, what a waste of money I would never chance giving my dog these supplements they don’t come cheap for a Rottweiler . As for posting it don’t bare thinking about, my item arrived a day before my Clearpay transaction come to an end that’s how long I waited. I would never ever buy anything from these people again, that was a lesson to be learnt check peoples feedback first.

Exceptional customer service. There was a delay with some items I ordered but the owner called me to advise, apologise for delay and sent the items along with replacement items in time for my dogs birthday. Thank you so much for your excellent service it’s really appreciated.

I have previously ordered from this store a good few times,never had any issues until now. I placed an order for a soft dog toy and Pero Lamb & Rice on 29/04/22 after just over a week i telephoned for tracking information they explained that its definitely been sent out but its been marked as damaged so will be sent back to store however couldnt provide me with the tracking information for this. He then explained that because of the shortage of oil that Pero haven't got any Lamb & Rice in stock and he has none at the store either so agreed to send me a different branded food which were slightly more expensive and told it would be with me Thursday. But continued to tell me that i had an extra £20 off of him with the combined discount code i had used on the original order,he swore quite alot on the phone and was quite abrupt with me. Yesterday was Thursday 12/05/22 still no dog food or tracking,so i contacted the store who said that there was an update saying my preferences have been changed and that it should be with me that afternoon. He continued using foul language whilst searching for information on the order which i found unprofessional and then stated he knew where i lived and goes by my house so many times a week and stated different things that were near by which i found quite odd and creepy especially being a woman. He provided tracking information which again stated still with sender so i emailed and said to provide me with a full refund,he emailed again saying the package wasn't with them its definitely with Yodel just fobbing me off etc.. I have emailed Pero directly who has stated that there is no shortage in there factory and that The Pet Van Store hasn't recently placed an order with them either,after screenshotting and emailing this information he then phoned me,my partner took the phone call and the first words the man said was "ive just phoned pero" which is a load of rubbish again just fobbing customers off. He wasnt so foul mouthed when my partner was speaking so i assume he has an issue with women likes to threaten them by telling them he knows where they live and drives past regularly that way. All in all stay clear of this company and any information (emails calls etc) are noted down and recorded.

Ordered before a bank holiday so Delivery slightly longer but no fault of store. Rang to check status of order and made an enquiry about dry dog food and someone stayed on the phone for 20mins explaining everything and even offered to follow up with an email detailing what we discussed. Didn’t feel rushed at all felt like he really wanted to help and was very thorough with information. So nice for a shop to take that time and be so helpful I felt like he went above and beyond to help me and as I was enquiring on a subject I didn’t fully understand he explained it without being judgemental and the advise should help my pocket and most importantly my dogs health. Lovely guy thank you so much.

placed a small order on the 25th of feb which was a Friday delivery is stated as 5 working days so that would have been the Friday just gone I've left a 3 star review because i was told my item was packed and ready to ship but i have not received and emails from yourselves or your quoted deliver company of DHL i will update this review if and when the item shows up Order number: 78911 Purchase date: 02/25/2022

Placed an order on 31st January 2022, order number 78351 and to date have never received a dispatch note never mind the goods so this company amount to thieves! As I payed through clearpay I will be ensuring that they remove this company as fraudulent and will be copying in all negative customers on trustpilot who have also not received there goods. I will also take this up with trading standards as I'm sure they will be interested especially when they see the amount of people this crowd have done this to. A full and immediate refund will reduce the impact I am going to have on your business!!

Rude arrogant staff, worst customer service Placed an order and paid 5.99 for delivery they said it was sent by DHL (another useless company) no delivery from DHL so I called the emailed the pet van store. Asking what's going on and the reply was just this "not our problem speak to DHL" no appology no we will chase it up. So emailed back saying terrible customer service. Then the woman called her manager moaning about me. So he called me telling me how much pressure his staff are under. And it's down to DHL so still no delivery and no help fro. The pet van store. Steer well clear of this company otherwise you'll be out of pocket. Wished I had read the reviews first as would have never ordered

What an absolute joke, the woman who answers the phone doesn't even know what day it is, let alone progress of orders, although I do get the feeling she comes across as daft, to cover for the man. The man who you speak to is a compulsive liar, I wouldn't even give it 1 star , but had to in order to leave the review.

Delivery times are ridiculous, a week after placing my order it’s still processing I’d be quicker to walk to this place and collect myself.

Very minor (and understandable) issue with my order, which is no fault of the business. Paul is a lovely, knowledgeable guy. Gave me some great advice for my German shepherd and a suitable bed/wee solution for her, which I'll definitely try! Also recommended an alternative product for me, which is fab service. I have seen reviews regarding issues people have had, but it would appear that if they didn't approach the issue in a hostile or rude manner, they wouldn't have had the experiences they did. Give a little and you get a little. We're all human after all ;). Overall, a happy customer here, regardless of hiccup. Will buy from here again (and won't use Clearpay, as I had no idea how it really worked from the merchant side). Thanks again Paul.

Excellent pet store, first time user was able to spread the cost of my purchase, all delivered with ease with a wide choice to choose from. Thank you dog loves the treats.

obviously reading the reviews on here its a recurring theme with this store, failure to send goods out , staff cancelling orders, and apparently when you pay via clearpay we are not customers and NOT getting a refund for a cancelled order, I have proof via email of this , obviously this guy is a complete joker and has zero customer service skills, tells lies and is abusive and argumentative AVOID at all cost! ************************************************************* UPDATE the owner of this company is now making threats and has contacted all other review recipients on here and passed on my personal data that he gained though me buying from his store, apparently they are all coming to get me! , seriously this man needs locking up, the police are now involved and he is being reported to trading standards regarding breach of data protection!

If you are making an online order from this company, make sure you know for a fact you won’t need to return your order. You have to send back the item at your own expense, which is sort of understandable, but then you also have to pay them again to post your exchange. If you change your mind and wish to return your order, they will charge you a 20% ‘restock fee’, which I can honestly say I have never come across until now. As you will find out from other reviews too, Paul is so rude and has literally no understanding of customer service. One review states he harassed them with texts, that is not acceptable. If you read their responses to the negative reviews, they never take any responsibility and are extremely defensive. I urge people to help small businesses, but not this one, unless they take some lessons in customer service skills. On the bright side, they do send your item quickly.

Really helpful. Good contact and good choice of products. Customer service is faultless.

Received regular updates about my order and it arrived without any delay. I have a very happy pup with the contents.

Very good customer service however the item I ordered wasn't actually available. I was provided with an alternative however I'd recommend reviewing the way the site works with regards to stock as my order took a long time to dispatch and I believe it was due to this. Would recommend but small improvements needed :)