Hills Pet Shop Avis 

Very quick delivery. Good quality product

I ordered a single protective boot for a beagle’s foot injury. I found that Hills made them available to buy individually cheaper than the packaged pair which suited me on this occasion. The product arrived within two days as advised and I’m very happy with it.

Delivery was fast and packaging was secure

This was a great quality item, delivered quickly. I would use them again. Bought one from ebay before that fell to pieces. This one is much better quality and just as good a price.

They just threatened to ban my dog for cooking his leg..in a PET SHOP..incredible

Online order. Hills sent me a parcel with nothing inside. Paid £24.50 for a dog collar, plus VAT and a £2.99 shipping fee. It came in a couple of days and I opened it. The only thing inside was my parcel slip of the sale. No collar.

The plastic sleeve in which the package had been sent had not been tampered nor opened by anyone else but me, as this would be evident (unlike a paper envelope that could be re-taped or re-sealed).

So one would have to assume simply that the person shipping it did not actually put anything inside. Human errors happen---it's not a problem. You replace or refund. Simple.

Except it is a problem when the business will not admit that it is likely their fault when packaging nor take any responsibility and try to work out a solution. The item is now out of stock, so they could not send a replacement, but they also have refused to offer me a refund.

I politely wrote to them and said nothing was inside and to please re-send it. I received a rude and strange email (here, verbatim in its entirety that says) "We are a small business and we have two members of staff that pick and pack our online orders. We have to send the item off as everything is weighed for Royal Mail. If the weightage isn’t exactly the same as the computer at the Royal Mail depo, we get charged even more money. There is no mess ups with packaging the item as there is a system we do it with."

This is the entire email to me. Where does it say they will look into it? Where does it say they will send me a new one? Where does it say they will refund me? I wrote back asking how they intended to resolve this. No response, so I rang them. I got a rude phone response from the start and they double-downed on their position of no refund nor would they look into it.

They did look into it after they received my letter, modelled after the one Citizen's Advice suggested I do.
An agent there explained to me that it is 100% my right for them to refund me and gave advice on the route to take, including raising with American Express for them to press for a refund or charge them, as this constitutes a breach of contract.

Hill's did end up looking into it by saying that they had proof of receipt that the item was sent. They showed the Royal Mail photo of the envelope in my mail slot that was in the middle of another heavy mailer on the bottom and a letter on the top. You cannot see if there is any item inside. Hills said that you can see the circular outline of the collar shape. Yet that brand uses a rectangular shape packaging. Citizens Advice said that just a photo of a mailer is not enough proof that an item was contained in the packaging.

In fact, one week later, I ended up buying the identical collar from a seller on Ebay (for £10 less too) and the collar would not have fit into the actual envelope Hill's sent me anyway---except unless they would have bent the cardboard significantly. Had they gone through the trouble of having to bend the collar packaging, they would have remembered doing so. But they did not mention this, so it reinforces with me that they simply forgot to put any item inside.

Again, it is not a huge deal if the company is wiling to rectify the mistake and yes, why am I going through the trouble of pressing for a refund and then writing a review on here for £27? Because I think businesses like theirs need to do better.

Why any company just can't accept the responsibility to say that an error may have happened and that the easiest (and legal) thing to do is replace or just to refund payment in full.

Luckily Amex has refunded me based on their dispute investigation. I don't know the details of what happened, but Amex knows I am not in the practice of scamming businesses.

Avoid this company if you can.

Excellent customer service, I ordered my goods on line, they were ready the next day, and were even brought out to my car that was parked on the shop's car park.

Ordered, Shipped, Received. All in good time.

Really quick delivery however the litter mats I ordered looked like they had been rolled up for a long time, creases are visible marks are on them I'm hoping they will come out once washed a few times. Maybe check to make sure they are in good condition before you send them out.

My order was processed in a timely manner and my instructions were carried out.
I also needed to go to the shop to make a general enquiry. This was dealt with in a professional but friendly manner.

Very prompt despatch of my order and all goods provided exactly as ordered.

Helpful and fast delivery

Found what I needed straight away, ordered and delivered a few days later.

Would recommend.

Great service

I recently visited the Ramsbottom shop to purchase a dog lead, but I was disappointed by the service I received. The two staff members completely ignored me and my dogs, even though we were the only customers in the store. They chatted among themselves without offering any greeting or acknowledgement. The only time they spoke to me was when I placed my items on the counter, and I was asked if I wanted a carrier bag for 10p.

I always try to support local shops, but this experience has led me to believe that this store does not deserve my hard-earned money. In the future, I will buy all my dog products from Pets at Home in Bury, where the staff are friendly and polite.

Awesome staff, great shop and expeditious service and delivery.

Item exactly what we ordered. Very pleased.

Staff are always friendly, helpful and knowledgeable.

Easy ordering process and very quick delivery