Package Pets  Reviews 219

Very good service. Delighted with my dog treats.

A long review here, but the summary is terrible customer service - I will never use this company again! Read on to find out why...

I ordered a Trixie wooden hamster wheel from Package Pets and it arrived on time as promised, everything was good. After a day of use, the inner Cork lining of the wheel came out and fell on my hamster. I put it back in and seemed to fit fairly securely. But, it happened again. I was coming down in the morning to find the inside of the wheel hanging out again so I got in touch with customer service at Package Pets to ask if they had heard of this happening before.

Andrew from Package Pets emailed back asking for photos if the wheel, which I sent him. He confirmed that he hadn't seen this before and that the wheel was faulty. He offered to send a replacement if I could send the faulty wheel back to him first.

At this point I want to make it clear that I don't blame Package Pets for the faulty item, any company can unknowingly receive faults goods from suppliers. It's how a company deals with it that is important.

I was worried about my hamster being without her main form of exercise for a prolonged amout of time as her old wheel had now gone. Andrew assured me that he would send the replacement as soon as they received the faulty item. He also told me to send it and that he would cover the cost at £4 (for a small parcel), upon me sending a photo of my postage receipt.

I packed up the wheel (with a letter inside explaining the conversations we had and the fault with the wheel, as I had been asked to do), went to the post office and although the weight was fine, the parcel was too big and had to go as a medium parcel, which was £6.30.

Not a big deal, but I emailed the postage receipt and asked if they would perhaps split the different and send me a hamster house, which was £4.99, when they send me the wheel, instead of having to refund the £4.

This is where things take a sour turn. I received no communications from Andrew or anybody else at Package Pets. Four days later, I checked my postage tracking and could see that the wheel had been signed for, so I emailed again to ask if they saw my last email, and to ask when they would be sending the new wheel.

Another 4 days passed without so much as an email, phone call, nothing from Package Pets at all.

It was at this point that I thought something strange was going on. I called their number and got a voicemail, so I left a message with my name, order number, explaining what had happened and asking someone to call me back to let me know what was going on. After getting no response.all day, I called twice more, again being put through to voicemail each time.

Then, out of the blue, I received an email from PayPal to say that my refund had just been processed for my hamster wheel! I couldn't believe it, they had simply refunded it without any communication at all for well over a week.

I emailed and called (left another message) again to ask what was going on. 3 DAYS LATER I received and email back saying that the warehouse must not have seen my letter inside and automatically processed the refund. I know this is impossible because it was an A4 letter inside the wheel, you couldn't miss it!

Anyway, there was still no word of the promised refund for postage so I had to email... yet again! A day later they asked for my PayPal email address (they must have been unsure after the 21 emails that had gone back and forth!) and finally refunded the £4, not the £6.30 I had paid.

I have since discovered that their official return policy on the website is to send you a prepaid postage label for faulty items so I wish I'd seen that sooner.

Anyway, here I am, a couple of weeks without a hamster wheel. There is a happy ending though...

I ordered a new wheel (same type) from a pet supplier with 'Zoo' in the name, and on the 'Plus' side it arrived very quickly, and it is working great and not falling apart. Plus it was cheaper so a stressful time, but my hamster is now happy again.

So if you get this far, I would recommend you don't use Package Pets. It is by far the worst customer experience I have ever had, with any company, and that is really saying something!

Very good!I ordered a hamster wheel and a bendy bridge on Wednesday and it came on Sunday!!It all came in very good condition and how i expected it to be.I would say that I think they should add some bubble wrap or something to protect the things,but overall it was great!!

Fast delivery! All my items came well packaged and quickly. Very good prices!! So much cheaper than the big pet stores! Have just made another order, will defo be using these for all my pet toys/treats!

I received my order on 1st February 2021 and immediately on opening I noticed one of the items was damaged (it wasn’t packaged very well - no bubble wrap or similar) so I emailed the company straightaway. They replied the next day to say they’d get in touch with the courier company and told me to parcel the item back up as best I could and they’d arrange collection & get a new one sent out. I asked them to let me know when this would be in case I was at work, no reply. On Friday 5th I hadn’t heard a thing and it hadn’t been collected so again I emailed again. No reply. Tuesday 9th I emailed again and by this point had also left 2 answerphone messages which hadn’t been replied to either. A man called Andrew emailed back to apologise, and said that he would email the courier company again to chase it up. I emailed back and reiterated the fact that I work so it’s possible I may have missed the courier but that I did ask when collection would be so I could make sure I would be home, again - no reply. Wednesday 10th I emailed to ask for a refund on the item as I wasn’t getting a response from anyone and just wanted to order one from somewhere else. Guess what - NO REPLY. I’ve emailed AGAIN this morning (Friday 12th) but I’m not holding my breath for a reply. Absolutely shocking customer service, I certainly won’t be ordering from this company again.

I ordered three breeding cages from package pets they was in stock on their website they took my money also sent me a dispatch notice then they decided after a phone call that they never add them in stock and refunded my money after one week absolutely disgraceful company it’s also happen to a friend of mine the same problem occurred stay away from this company they do not have what they advertise on their site they are breaking the consumer act 2015 I gave them the benefit of the doubt as the cages was back on there website I really liked them so I reordered same as before took my money sent me a dispatch notice after a week I phone them and they said they would refund me as they have none in stock be very careful of this they are false advertising not even an apology customer service very bad

Do not buy from these they will sell you something they do not have and drag it out and lie to you all the while saying it has been sent. The customer service is a waste of time and I beg you not to waste your time with this company as they will not give you your product you have bought or a replacement or even contact you to tell you what is going on, what you will receive is lies.... 0*

Excellent service and l

Ordered breeding cage this morning and delivered this evening. Looks good quality as well. Will definately use again and recommend. Is as was advertised. 10/10

I ordered a bird cage from this company at around 2pm. It had arrived by 9:30am the next morning. Great service and my daughter was delighted she could go and get her new budgie.

Absolute awful product. My gerbils escaped and had to use tape to cover up the stoppers. Washed everything thoroughly and returned, and only got half my money back. Please be aware

Doesn’t even deserve 1 star. Disgusting customer service. Unwilling, unhelpful to help and ignores calls. I eventually had a replacement item from the wholesaler, who agreed the item to be faulty! DO NOT USE THESE UNSCRUPULOUS JOKERS!

Awful delivery service , not returning emails sent by my son trying to track our parcel . I’ve waited since the 18th June and I will never use this company again . DONT USE THEM

The cage didn't last a month!

The company is a joke. The hamster chewed through the bars of a cage within less than a month. The company then claim its not there fault the hamster chewed the bars. It isn't the company's fault the hamster chewed the bars I agree with.
. The company though are responsible for the bars being in adequate. What do they expect hamsters to do they chew. They then question if the hamster had adequate toys. Won't buy from again.

Bought new breeding cages from this company, totalling £377. One of the cages was faulted and after 3 days of emails backwards and forwards and me being blamed because I wasn't using them properly, I had to make a repair myself. This company have an ebay shop, if you buy from them, buy from them on ebay, that way at least you have the ebay buyer protection.