Superpet Limited Avis 796

Réponse de Superpet Limited

Actualisé le 11 févr. 2026

Hi there, thanks for taking the time to share this — I’m really sorry for the delay and for the lack of clear communication you’ve experienced.

From what you’ve described, you should have been proactively updated rather than having to chase us, and you absolutely should have received a more helpful and apologetic response when you got in touch.

Because there are no order details on the review, we can’t locate your order from this post alone. If you’re able to, please reply to your existing email thread (or message us via Trustpilot) with your order number and the email address used at checkout, and we’ll urgently check the status, confirm what’s happened, and put this right.

We appreciate you flagging this — we’re also reviewing how we handle stock availability and customer updates so this doesn’t happen again.

Thank you,
Superpet Customer Care

Réponse de Superpet Limited

3 févr. 2026

i there,

Thanks for taking the time to share this, and I’m really sorry for the disappointment.

A light “dust” on monkey nuts can sometimes be natural residue from the shells during packing and transport, but we absolutely agree this should be clearly explained and the product should still be in good condition. The “Produced in” line on packaging can also be confusing — it doesn’t always reflect how long the product has been in storage or its shelf life — but we’d like to check the exact batch details from our side.

We can’t see enough information in your review to identify your order, so we can’t investigate properly yet. If you’re willing, please reply here or contact our customer service team with either your order number, the name/postcode used on the order, and ideally a photo of the label (showing the batch/lot code). We’ll then review the batch, quality checks, and advise on next steps.

Also, I’m sorry our first email came across as generic. Our team will often offer a return label straight away as the quickest route to put things right, but we should have addressed your concerns more directly.

If you’re happy to get in touch with your details, we’ll make sure this is looked into promptly and fairly.

Kind regards,
Superpet Customer Support

Réponse de Superpet Limited

7 janv. 2026

Hi Pauline,

For the benefit of anyone reading, here are the facts and the timeline.

Order #110490 was placed on Sat 27/12/2025 (weekend).

The first working day after that was Mon 29/12/2025, and the parcel was dispatched to Royal Mail that day via Royal Mail Tracked 48.

Tracking number: YT206781393GB

Royal Mail tracking scans show the parcel has been in Royal Mail’s network (not “still with ourselves”) and has continued to move:

29/12/2025 17:32 — Sender has despatched item

05/01/2026 13:42 — Item received, Dorset MC

05/01/2026 14:43 — Item received, Dorset MC

07/01/2026 05:03 — Item received, Gatwick MC (regional hub for your area)

Working days matter here. Delivery estimates are based on working days — weekends are not working days, and the Christmas/New Year period includes bank holidays and reduced carrier processing, which is why you can see gaps between scans. We’re a small team and, like many UK businesses, we also have limited staff cover around Christmas and New Year, but your order was still processed and handed to Royal Mail on the first available working day after the order was placed.

To be clear for readers:

“Royal Mail Tracked 48” is a Royal Mail service name, not a guaranteed delivery time.

Once the parcel is handed to Royal Mail, Royal Mail controls the routing and delivery, and we cannot physically speed up their network.

We agree it’s taken longer than anyone would want, but the tracking shows ongoing movement and it has now reached Gatwick MC, which is typically shortly before it goes to the local delivery office.

Kind regards,
Superpet Customer Services

Réponse de Superpet Limited

17 déc. 2025

I’m sorry you received a different item to the Antos Gourmet Sausages you ordered, and I’m also sorry for how this was handled when you contacted us.

To clarify: Antos-branded treats absolutely do exist, and the statement that Antos “don’t make treats” was incorrect. In the UK, the business previously known as Antos Limited now trades as Nova Dog Chews, and Antos products continue to be supplied through the trade.

That said, none of that changes the key point: if you were sent the wrong product, we should be offering a refund or replacement promptly. We also acknowledge that some of our product imagery can be out of date, and we’re addressing that.

Please email our team with your order number and the subject line “Trustpilot – Antos Sausages” (or reply here with the order number if you’re comfortable). We’ll review what was dispatched and arrange the appropriate refund or exchange straight away.

Thank you for raising this — we’re also feeding back your comments about the service you received so this doesn’t happen again.

Réponse de Superpet Limited

15 déc. 2025

Hi there — we’re really sorry to hear about this experience. That’s not the level of service we aim to provide.

Because your review doesn’t include any order details, we’re unable to identify your purchase and investigate what happened. Please contact us directly with your order number and the email/name used at checkout, and we’ll look into the delay and your refund request as a priority.

Thanks — we’d really appreciate the chance to put this right.

Réponse de Superpet Limited

5 déc. 2025

We’re very sorry to hear about your experience and completely understand your frustration. After reviewing your order, we can see that your parcel was out for delivery on the date you contacted us, and we apologise for the confusion caused by conflicting tracking updates.

Customer satisfaction is extremely important to us, and we regret that this situation led to disappointment. If you still wish to cancel, you may refuse delivery and Amazon will issue a full refund automatically once the parcel is returned.

We have also reached out to you directly through Amazon to offer further assistance.

Thank you for taking the time to leave feedback — we are always working to improve our service and avoid situations like this in the future.