Superpet Limited Avis 795

I have been using them for years meals are my main buy have 12 5 kg mealworms every month I have two boxs asthe starlings have youngsters and fill my garden also have monkey nuts 10kg and just started having walnuts the squirrels and magpies love them very good service quick delivery all ex

After making an order for a 15kg box of Winalot shapes
We received an email saying that
They were getting our order ready and we would be notified when it was on it's way. Then 20mins later later an email saying
Your order is on the way. Track your shipment to see the delivery status. Dispatched means dispatched from our system, it does not necessarily mean its left us or been collected by the carrier.
Fair enough but then we heard nothing else until 5 days later when I received a notice of refund
No explanation just a refund
We run a dog boarding kennels so can't rely on a hit or miss order
I would guess that Superpet are taking orders in the hopes that they can supply with no real stock to back them up. If they had no stock that they knew of coming in they should of made it clear or have an estimated time on their website. At the very least an apology for not being able to supply was in order but the communication let them down .
I've given them 3 stars because I'm sure they can do better than this. Unfortunately until their communication and reliability are up to scratch I don't feel confident in using them for our business.

Great products.
Very prompt delivery service

Very keen prices, good communication and extremely fast delivery.

Amazing prices for products that exceed any other supplier of similar goods, with delivery that outscores any anyone else currently advertising on the internet.
Well done Trustpilot for giving an amazing 5* business an unfair score.
Hopefully somebody will finally see sense and make you a thing of the past. Which is where you belong.

The sunflower hearts ordered were delivered within the time stated, packed and delivered in perfect condition and to the weight ordered. A quality product that the gold-tits love.

Always excellent service from Superpet Ltd.
Repeat orders are despatched promptly, and delivery being free on all orders is a plus
I know that I can rely on fast delivery from Superpet.
It beats having to fetch and carry heavy items myself!

Good value products, with free speedy delivery.

Excellent service and communication, our squirrels,crows and magpies love the monkey nuts thank you,highly recommend

Bought of onbuy to purchase from this company but realised they sold in litre not kilo,and other sites were all doing in kilo,so 5min after making my purchase I tried to cancel.the order is still coming so they totally ignored my request,do not buy from them

Fast delivery. Massive bag of nuts for the price. Thank you so much. I will continue to use your company.

Very disappointing experience ordering directly from this company.

I ordered 3kg of hazelnuts but instead received a completely unrelated parcel containing beer brewing equipment and alcohol miniatures, sent in a poorly packaged, open bag. I then had to arrange a return and wait for the issue to be resolved.

Customer service was slow, curt, and impersonal, and I had to chase multiple times for updates after their stated timelines passed. Several of my questions were ignored initially, and the communication throughout felt dismissive. The first time their correspondence sounded remotely professional was a long winded message clearly written by AI.

Although a replacement was eventually sent and the issue was ultimately corrected, no goodwill gesture or compensation was offered. A simple "we'll send an extra 500g of hazelnuts out with your replacement" would have been very appreciated/a standard gesture for any decent business, small or otherwise. This was justified on the basis of the company’s costs and losses relating to their own mistake, which felt self-serving rather than customer-focused given the inconvenience caused. They were so focused on telling me how hard done by they were over the £5 return postage fee for the wrong parcel they sent, that they neglected to realise they were far more out of pocket at losing a loyal customer who'd been buying on Amazon every two weeks for several months.

Overall, the handling of the issue was poor from start to finish, and it has completely undermined my confidence in ordering from them again.

Used this lot on ebay.
Dx courier always takes a week for delivery and we're talking animal feed.
I've contacted them yesterday to cancel instantly from from realizing who I've ordered with once again and they rejected it and posted I'm asking ebay how to block this seller and I can get 12.5 kg kibble nuts for birds a pound cheaper than their 10 kg and it's always next day delivery.
They ignore messages and their feedback is getting worse which says it all.
Terrible company money over people and animals.

Posted quickly in sturdy packaging at a reasonable price.

Absolutely appalling customer service experience.

I dispute what you say, but to reply to your final point. Amazon awarded me the item as compensation on top of the refund because of your egregious breach of the A-Z rules and failure to offer a reasonable remedy.

Updated: per your quesiton, I use this email address to contact you, where can I provide my email to you?
I received the wrong item as part of my subscription. I have contacted your company 5–6 times over 2 months but have not received any response. This is not the first time an incorrect item has been sent.

Could you please advise who is responsible for handling refunds and responding to customer enquiries?

I ordered and paid for a cat flap through the OnBuy shopping platform...the order was confirmed and a further email was sent to say that it had been dispatched advising of 2 'expected' delivery dates but no tracking information was ever received so I could not check on this.
Both dates came and went with no delivery and no word or information from the seller or OnBuy and I still had no idea even who the courier was!
I messaged OnBuy with my concerns who forwarded it on to Superpet whose ONLY response was to ask for confirmation of our address!
I found their phone number and rang them directly but was shockingly met with an offhand and frankly unpleasant, supercilious male operative who immediately and casually informed me the item was 'out of stock' and then proceeded to be surprised that I was a little annoyed hearing this!!
I asked why I hadn't been informed of this earlier or why it appeared that they had advertised and taken money from me for an item they did not have, he denied that this was the case but then proceeded to contradict himself by telling me that an order expected at the beginning of March had not yet arrived (blaming Donald Trump's war!) so obviously at the time of my order they did not have the item in stock! He also inferred that I am a liar when I mentioned that we had not received tracking info stating more than once in an accusatory tone of voice that it was 'definitely' sent!
The payment has been refunded but that is not the point, I would never have bought the item in the first place if there had been any doubt of delivery as I needed the cat flap quite asap...
I consider this a big let down, not good business practice at all and the worst customer service I have experienced in a long time!

Had used a few times in the past without issues, but after this one mistake - I was clear I would have happily taken a refund for the difference - wouldn't use them again as it shows their customer service in a very poor light. The incorrect bird seed was sent (one that was cheaper than the one I ordered), I thought it was silly to ask for a replacement because whilst the birds where I live aren't so keen on the one that was sent, the hassle of arranging pick up of the wrong one and sending out another one.... Multiple emails now - I wonder if they're using a bot as I'd be very concerned if I was employing human beings who are only capable of copying and pasting the same response multiple times, after I've explained multiple times why I can't provide an image of the packaging. The packaging was completely unsuitable for the weight of the items inside, the package had also obviously been sat in the rain a couple of times before it got to me (it was raining heavily when it was delivered) and the cardboard was soggy and literally falling apart. Rather than have it create a mess in my house, I put it straight in the bin. CS at Superpet apparently cannot comprehend this. Now looking into a chargeback on principle, as the item ordered was not the item received and Superpet clearly have no intention of rectifying it.

Edit: Loving the response from Superpet - a slightly edited version of the email I've had from them 4 times now, still requesting photographs of the packaging which was mush when it arrived and a photograph of the incorrect item which was sent when it first requested on the 10th March at 1131 and AGAIN on the 13th March at 1215.

Ordered a bird feeder. Item was delivered quickly and packaged well. Price as very competitive as well. Very good service all round.

I ordered 2 cat litter bins on the 30th January, coming up to roughly £55. I received a tracking number for which I checked everyday on Royal Mail for status updates. After some days, Superpet still hadn’t dispatched the item so I sent an email on the 4th February requesting an update. To which they asked if I had missed the delivery. I said obviously not as Royal Mail haven’t received it yet. They then told me that they’re escalating this and to expect a response within 7 working days- more waiting. I call in today (5 working days after) because I had enough of waiting, a man who answered without introducing himself proceeds to tell me in a non-caring tone that they only had 1 left in stock (when I ordered 2 on their site) at their warehouse and were waiting for a delivery to be made from their supplier and that it should be dispatched today to Royal Mail. This is almost 2 whole weeks after I placed my order and I suspect I’ll be waiting longer to have it delivered!! Without chasing this up, I wouldn’t have had a clue as there is no communication from them whatsoever. If I had known I had to wait this long, I would’ve ordered the bins from Amazon for bit extra and next-day delivery. A joke honestly and no apologies. I will update my review once I receive my order, if it’ll even get sent.