Package Pets  Avis 

Still have not got my goods. No reply from emails. Wish I had read the reviews! Bad mistake!

Great price for products. The products I got for rabbit are on different sites and more expensive. Delivery only took 4 working days. I order Saturday night and recieved on Thursday. All products perfect.

Bought treats from this company no replies to emails. Wish I had read these before ordering.

Update spoke to them and now being delivered today

Have ordered twice in the past month before I read the reviews. Had I read them, I'd have steered clear. I'm glad I didn't.

Prices were amazing. Items were delivered in times comparable to amazon.

Will be ordering again, my hamsters love their toys and homes from here!

Ordered a hamster chopper wheel 22nd October hasn't arrived no notifications on when it's arriving real bad customer service don't order from these

Do not buy from this company. We received a poor quality pet bed which we only realised how terrible it was a day after the guinea pigs had used it. They refused to refund us as it was used and said we should have been able to ascertain the quality of the product just by looking at it briefly before giving it too them. The product had arrived very late so our guinea pigs were desperate for a new bed, so the moment I unpacked it I gave it to them. It was so thin tehy would not even sleep in it. The man on the phone I spoke with was very rude and obnoxious. I have never experienced such poor customer service or products in my life!

Was sceptical after reading so reviews, however items arrived super fast, but terrible packaging.

I never received my rabbit bowl however after emailing them I was offered a refund or a new bowl so I asked for a new one . This never arrived either which was strange. I did however, after sending a few emails, get a refund.

I ordered a hamster cage and new hamster ball from package pets. When my parcel arrived the lid to my hamster ball was smashed. I opened the cage , and the instructions on the back of the box where totally different to what pieces we had. As we were inspecting the pieces noticed two side panels were cracked. So I emailed and spoke to David, who said that he would resend the pieces that were broken which was nice of him to do. A week went by and still no parcel, so I emailed asking how much longer it would be. He emailed saying he had sent it but to email back again of I still have received it. End of the story, no parcel with replacements and no reply to my multiple emails.

Not only that but the cage is poor quality the cage falls apart when you unhook any of the levels. Not only that the colouring off the plastic comes off. Nearly £50 quid and it's all on the bin.

With regards to my previous review of Packagepets.com, I must give an update on my situation.
On receipt of my Breeding cages which I found to be damaged in transit, I sent photographs of the damaged cages as per their Terms and Conditions.
It was on the reply to myself from David that he couldn't understand my issue. He assured me that he had replied to my previous e-mails. He then sent me a snapshot of my emails and his replies that he had in fact replied but that I had never received any of them.

Although I never got a returned phone call after leaving my phone number on each occasion, in all fairness to David, he was not aware that I was not receiving his e-mails.
I write this review to amend my previous one and to remove the negative feedback that I gave Packagepets.

David is now making arrangements to uplift the damage cage and deliver a replacement next week.

Very helpful start to finish dealing with Kyle there. Items arrived quickly and in perfect condition. Will definitely use again!

Really poor customer service from Andrew cages arrived damage not willing to replace them. Very rude staff specially Andrew. Cages r so cheap & nasty.

Dreadful service
The item was apparently delivered to me tracked- except it wasn’t, and my repeatedly telling this to Package Pets got me nowhere. They honestly could not have cared less whether I got the package or not- it said it had arrived, so they washed their hands of it. They give small businesses a bad name.

Invest in some bubble wrap! I think this would save you a whole lot of headaches judging by my experience and your other reviews.

I was incredibly skeptical regarding this company, as I work in the pet supplies field and had never heard of them before - however, they were the only place I could find the wheel my hamster needed in stock, so I had no choice but to place an order and take a chance. I was skeptical at first due to the reviews, and then the fact that the wheel was over £10 cheaper than other suppliers were advertising (but oos). However, I was wrong to worry, my item was shipped same day and with me just one working day later, tracking was provided via Royal Mail, and my item arrived in perfect condition. Even better was as I was dubious I placed the item in my basket one evening and decided to look at the order again the next day and when I woke they had emailed me a voucher off my basket spend which I redeemed which meant my item was actually still over £10 cheaper including P&P. I would definitely use again, as and when I need new supplies for my pets. I was especially impressed with the small animal product availability.

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.