Cynthia A.

I ordered an i.d. tag for my Westie on 8 July. Their website claims that most orders are shipped within 48 hours but to allow up to 5 working days. I noticed too late that these people don't have a phone number or e-mail address, and to contact them you have to 'open a support ticket' through their website, which I did for the first time on 19 July, not having received the i.d. tag. I had no reply, so I added to the same 'support ticket' on 20 July, and this time I said I wanted to cancel the order. I have heard nothing from these people in response to the support tickets, I have still not received the i.d. tag (I am writing this on 23 July 2011), and 'my account' on their website has been saying processing since 11 July. I said at the time of the order that I needed it asap. My Westie had got out that day and had been missing for 2 hours, and although he is microchipped and has a collar, since I'm planning to move house soon, I had been putting off getting him an i.d. tag. I could have had one made up through the local pet shop and had it within a week, so I don't know what the excuse of this website is, apart from being out to defraud the public. They took the money on 12 July but have never delivered the goods or responded to me in any way apart from an automated e-mail at the time I ordered the i.d. tag and another automated one from 'opening the support ticket.' Now I will have to report them to the bank for fraud and to trading standards. Stay well away from these people.

I ordered a few supplements from this website on 25 May. They said they would price match certain products. I got a phone call, I think it was the same day, from some unidentified man involved with this website who told me they wouldn't price match one of the supplements, so I said in that case I didn't want that item after all. The order took quite a while to arrive, 4 June, and when it arrived, the supplement I cancelled was included, two others weren't, but there was no explanation about why not, and they kept all of the money that they had taken at the time of the order through their website, which was significantly more than the prices of the items I received. I complained several times by e-mail and contact form, cancelling the items that hadn't arrived, asking for a return label to return the unwanted item, and asking for a refund of the overpayment, and it was only when I said I was about to report them to trading standards that I received an e-mail from somebody calling himself Tim Willcox, making excuses about having had a lot of orders at the time (I doubt that very much), admitting that the service was poor, and saying that he would make an immediate refund to my card. It was supposed to appear within 48 hours or so. He said that on 28 June, there has never been a refund (I am writing this on 23 July 2011), and I e-mailed another complaint about this on 6 July and never had another reply or any refund. Now I'm going to have to see if I can get some of the money back through the bank due to fraud and have to complain to trading standards about them. Stay well away from these people. There are plenty of websites selling supplements that are honest and reputable to buy from.