Vital Pet Group Ltd

I wish I could give more than 5*
Anita at the call centre has been fantastic, not only did she help me to obtain the correct information she called me back to make sure I had what I needed
More business need team members like this!
Thank you 😊

Awful service. Never get what I order and the delivery just seems to come whenever it wants. When you call up the staff don’t really seem to care

Posting mainly to redress the balance on reviews. Used to deliver here years ago.
The negative reviews seem to be mainly from people who have regarded the place as a retail outlet, which isn't the case. It's a trade supplier, so for a better idea of their true rating it's worth bearing that in mind as it ought to be rated on that basis alone and not be judged on the basis of what it isn't.

Vital Pet Group own Petwell - I've used Petwell for a good number of years. It's often proof a great company and customer service not when things go well but when things go wrong. All I can say is that the team at Petwell are exceptional at sorting out issues, even when these are sometimes out of their control. I'm very impressed, good old great customer service.

An absolute joke of a company.

You either won’t receive your order or you’ll receive your order with 80% of it missing! I’ve given them the benefit of the doubt but after it happens 3 times - they’re clearly a joke.

The customer service team are useless and either can’t or just don’t want to help you! They will then try and con you and supply credit notes for half of what you paid even if you haven’t received the products! And if you do want a refund you will need to call credit control yourself to arrange this because apparently they are incapable of speaking to each other!

So I’ve now got no stock for Christmas because they are a supplier that can’t actually supply!

Hard to reach with a lorry, the 6 miles from A30 are terrible, but the staff is OK and friendly.

How are they still in business?
Everything mentioned in the 1* reviews is true.

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