THE PET VAN STORE  Avis 119

My order still has not arrived. No one is replying to my emails or any contact. If I don’t get my order how do I get a refund

Absolute joke of a company! Placed a order via clearpay on the 12th November still have not received my order. Emailed the company 1 week later to be told there was a delay and my order was being dispatched that day or the next. Still no order!! I have emailed numerous times but no reply. Website/ phone number and email are all out of use

Where has your website gone??? You still owe me supplies I've gone through clearpay and they are still gonna charge me the payment and you haven't completed and I can't message or ring you..what's gone on?

AVOID AT ALL COST. My dog supplements arrived with a broken tab, there could be any tablets inside that container, there excuse is it probably happened due to the courier service, I find that hard to believe as the tab was hanging off, what a waste of money I would never chance giving my dog these supplements they don’t come cheap for a Rottweiler . As for posting it don’t bare thinking about, my item arrived a day before my Clearpay transaction come to an end that’s how long I waited. I would never ever buy anything from these people again, that was a lesson to be learnt check peoples feedback first.

Exceptional customer service. There was a delay with some items I ordered but the owner called me to advise, apologise for delay and sent the items along with replacement items in time for my dogs birthday. Thank you so much for your excellent service it’s really appreciated.

Ordered before a bank holiday so Delivery slightly longer but no fault of store. Rang to check status of order and made an enquiry about dry dog food and someone stayed on the phone for 20mins explaining everything and even offered to follow up with an email detailing what we discussed. Didn’t feel rushed at all felt like he really wanted to help and was very thorough with information. So nice for a shop to take that time and be so helpful I felt like he went above and beyond to help me and as I was enquiring on a subject I didn’t fully understand he explained it without being judgemental and the advise should help my pocket and most importantly my dogs health. Lovely guy thank you so much.

placed a small order on the 25th of feb which was a Friday delivery is stated as 5 working days so that would have been the Friday just gone I've left a 3 star review because i was told my item was packed and ready to ship but i have not received and emails from yourselves or your quoted deliver company of DHL i will update this review if and when the item shows up Order number: 78911
Purchase date: 02/25/2022

Placed an order on 31st January 2022, order number 78351 and to date have never received a dispatch note never mind the goods so this company amount to thieves! As I payed through clearpay I will be ensuring that they remove this company as fraudulent and will be copying in all negative customers on trustpilot who have also not received there goods. I will also take this up with trading standards as I'm sure they will be interested especially when they see the amount of people this crowd have done this to. A full and immediate refund will reduce the impact I am going to have on your business!!

Rude arrogant staff, worst customer service

Placed an order and paid 5.99 for delivery they said it was sent by DHL (another useless company) no delivery from DHL so I called the emailed the pet van store. Asking what's going on and the reply was just this "not our problem speak to DHL" no appology no we will chase it up. So emailed back saying terrible customer service. Then the woman called her manager moaning about me. So he called me telling me how much pressure his staff are under. And it's down to DHL so still no delivery and no help fro. The pet van store. Steer well clear of this company otherwise you'll be out of pocket.

Wished I had read the reviews first as would have never ordered

What an absolute joke, the woman who answers the phone doesn't even know what day it is, let alone progress of orders, although I do get the feeling she comes across as daft, to cover for the man. The man who you speak to is a compulsive liar, I wouldn't even give it 1 star , but had to in order to leave the review.

Delivery times are ridiculous, a week after placing my order it’s still processing I’d be quicker to walk to this place and collect myself.

Very minor (and understandable) issue with my order, which is no fault of the business.

Paul is a lovely, knowledgeable guy. Gave me some great advice for my German shepherd and a suitable bed/wee solution for her, which I'll definitely try! Also recommended an alternative product for me, which is fab service.

I have seen reviews regarding issues people have had, but it would appear that if they didn't approach the issue in a hostile or rude manner, they wouldn't have had the experiences they did. Give a little and you get a little. We're all human after all ;).

Overall, a happy customer here, regardless of hiccup. Will buy from here again (and won't use Clearpay, as I had no idea how it really worked from the merchant side).

Thanks again Paul.

Excellent pet store, first time user was able to spread the cost of my purchase, all delivered with ease with a wide choice to choose from. Thank you dog loves the treats.

If you are making an online order from this company, make sure you know for a fact you won’t need to return your order. You have to send back the item at your own expense, which is sort of understandable, but then you also have to pay them again to post your exchange. If you change your mind and wish to return your order, they will charge you a 20% ‘restock fee’, which I can honestly say I have never come across until now. As you will find out from other reviews too, Paul is so rude and has literally no understanding of customer service. One review states he harassed them with texts, that is not acceptable. If you read their responses to the negative reviews, they never take any responsibility and are extremely defensive. I urge people to help small businesses, but not this one, unless they take some lessons in customer service skills. On the bright side, they do send your item quickly.

Really helpful. Good contact and good choice of products. Customer service is faultless.

Received regular updates about my order and it arrived without any delay. I have a very happy pup with the contents.

Very good customer service however the item I ordered wasn't actually available. I was provided with an alternative however I'd recommend reviewing the way the site works with regards to stock as my order took a long time to dispatch and I believe it was due to this.
Would recommend but small improvements needed :)

Perfect! Fast delivery great products

Very friendly and even when my item was out of stock ordered it right in and sent it straight away! Fabulous company and people paying via Clearpay please remember when your buying this items in 4 instalments the company doesn’t receive any money for two weeks. So please make sure you’re aware of this. Because calling up and having ago at someone which is out of their hands really takes it toll.
People don’t realise how much money they lose when doing something like this for customers to afford what they need. So remember be polite be kind and don’t be nasty.
10000% would purchase again from this site, this company does more for us then you could understand!