“Complete shambolic inefficiency. Despite teams of people being involved in processing my first order I am still waiting for it to be despatched. It was supposed to arrive today as I paid the express delivery, but they still won't tell me when I will receive it. This makes me angry as my dog's health, if not life depends on it. So I will have to get some asap from somewhere who care.”
“I have been buying from Animed Direct for a couple of years, it’s always been very good, lots to choose from, the cheapest for what my cat needs (Royal Canin food) an fast delivery. Customer service is excellent too. Highly recommended 👍🏻”
“July 2022.
I read some of the reviews, prior to placing an order for the first time. However, my experience has been extremely positive. Placing the order was a simple process. I paid for Express Delivery and found the tracking system very helpful. The order arrived on the day and well within the timescale. I will definitely order through Animed again!”
“June for…
We placed an order on the 15th June for some metacam that my dog is unfortunately reliant on now. Order number 2006358820 .The first order was cancelled by Animed by email as there was something to do with labelling. Rang on June the 30th as they were asking us to place another order and the previous order would be refunded. This is did and asked that this go out on express delivery which they said they would and worst case scenario would receive on Monday the 4th July. 4th of July arrives , postman been and no order received. After hanging on the telephone again for at least 20 minutes I have been told that again my order has not been sent. Most unhelpful staff who wasn't apologetic at all and said they would try and get it out again but couldn't guarantee as needed to speak to pharmacy. So 20 days after placing the order and now desperate for this medicine. I can't even get it from somewhere else as they have my six month prescription. So if you need urgent medicine I would get it from somewhere else .”
“NOWHERE NEAR "EXPRESS DELIVERY" & EXTREMELY POOR CUSTOMER SERVICE
My springer has been extremely poorly with vestibular disease & our vet provided us with a prescription to use online to carry on with his medication. After looking at 3 different companies, all very similar in price, I chose Animed Direct soley on the fact that I could pay for "express delivery" & have the medication and also vet grade specialist tinned food because he will only eat this at the moment because he's so unwell, to be delivered on the Thurs when I ordered on the Tues. This was perfect so I placed the order. On checking my account the next morning I could see the prescription had been approved. By Thurs my order still said it was being processed though so I called them, only to be told that because of the bank holiday so deliveries were delayed but she promised it would leave that afternoon to be with me Friday morning. I can understand delays with bank hols, but amend your website to reflect that rather than promising an unachievable delivery date!
The medication left the warehouse on the Friday afternoon and the food finally left after 10pm on the Friday night, and we finally got delivery on the Monday morning.
Since the non delivery on Thursday I've had to return to my vets to purchase enough food and meds to see if through until the delivery arrived, because he can't be without it, and this has been at a considerable extra cost.
On finally speaking to Helena at Animed this morning, after phone calls and multiple emails to complain, they are blaming the prescription taking 48 hours to be approved for the delay. This is nonsense as it showed on my account the very next morning that it was approved and the medication was actually shipped before the food! Helena's colleague Karen blamed the bank hols for the delay, not the prescription in a previous phone call. She was very dismissive when I was explaining the issues and sounded like she was just reading generic complaint responses off a card when I was speaking to her. I thought it perfectly reasonable that they refund the food as I had to purchase the same amount ££ from the vets to see me through until I got theirs but again dismissive and unhelpful with that. She wouldn't let me speak to a manager higher than her and kept cutting me off in speaking with her standard, repetitive responses.
Very frustrating and frankly awful.
A big chunk of their market is sick pets so promoting quick delivery dates is very questionable when they're unable to do so and leaving owners without essential medications or food! With competitors offering comparable prices I'll not be hurrying to use Animed Direct again”
“I ordered on the 31st May and paid for expedited delivery for our dog's painkillers/anti-inflammatories. They were supposed to arrive last Thursday when her medication was due to run out. 5 days after this there is still no sign of them. So she has been without painkillers since then (she has bone cancer). I cannot get hold of anyone on the phone and they have not responded to any of my emails. The tracking number they gave me does not work. They were actually marked as dispatched on Monday (i.e. 4 days after they should have arrived). I am absolutely livid.”
“Despite paying for express delivery I am still waiting a week later for dog food to be delivered. The phones are constantly busy and response to emails is diabolical”
“Best prices to trap you. Then the heart ache begins sent prescription off got order then they took another £225 from bank. They insisted prescription only lasted 30 days Yes it did for controlled drugs my order was for prescription drugs. Clearly the computer says NO. NEVER USE THIS. COMPANY AT ANY COST”
“Animed failed to send one item in a multiple order, and have failed to correct the problem, so they've basically nicked nearly £7 of mine. The item went out of stock the day our order arrived, so I have little doubt it was out of stock when my order was picked and packed. Animed's policy is that you have to photograph the packaging and the items you did receive (why??), before they will even investigate. As they don't include a packing note with the order, if your partner unpacks it (as mine did), he or she will have absolutely no idea that Animed's policy is purely designed to avoid customers being able to complain about items that Animed haven't sent, and which have been charged for. My email explaining about this never received a reply. This company really doesn't care in the slightest about their customers in my humble opinion, and a cynic would say that they're fraudulent. Avoid at all costs!”
“Awful customer service, won’t respond to emails, system took money from my paypal account without me even logging into paypal. I have asked on several occasions how their system can take money from paypal without me logging into it, ZERO response. Email now sent through paypal to see whether they respond or not.”
“Worst customer service won't reply to emails order cancelled within mins of placing order still took money from account and still no refund 1 week now and not 1 single reply AVOID”
“Despicable service and appauling communiction!!!!!!!! leading to my cat suffering due to Animeds incompetance. Several email back and forth as they kept emailing saying they couldnt read the prescriptions. Resent and checked several times and could clearly read every word. Last email didn't even say what the issue with processing was. Now been waiting over a week and run out of meds causing my cat to become unwell with thyroid and heart issues. AVOID AT ALL COST . Will be logging complaint to relevant governing bodies.”
“My husband ordered dog food from this company which was lost by the courier. Trying to get a refund is really time consuming. No one replies to emails. He spoke to a customer service advisor who said she would call him and never did. Don’t order from this company as I think it’s too much of a risk”
“Because your website was not functioning correctly I was sent two boxes of food that I did not require plus three bottles of ear cleaner that I never ordered this has cost a lot of extra money which I did not wish to spend. Emailed the company but no reply.”
“My experience seems to match many others - one of frustration and delay.
My standard prescription took 36 hours to process and the fast track delivery that I paid extra for will, according to the person I spoke to, 'take up to four days'. I've been given a courier tracking number but told it will take up to 18hrs before it can be used. This is all quite bewildering and frankly infuriating when I urgently need to get insulin medication for my diabetic dog.
I won't mention the endless wait times on hold each time I call....”
“Placed order on the 08/01/22, o/n 1007373412, Still not delivered , Called lady who answered not interested then phone went dead!, Email 2 times, Nothing , DHL send emails & text Been delivered ,then we got your order will let you know , Nothing . Customer service from Animed is Rubbish , Just take your money then no interest , Hide behind "we are very busy at this time " YOU SHOULD LOOK AFTER YOUR CUSTOMERS OR YOU WILL NOT BE BUSY !!!!! .”
“I don’t understand why they almost get 4 stars on trust pilot? I wish I came here first to see how awful they are.
There is no customer support, phone line is always busy. No online chat service and took almost 2 weeks for a responce from my email after order was two weeks late.
This is not good when they are dealing with medicines and specialist items for vulnerable animals. Zero service available. My cat food arrived 2 weeks late and now waiting on a refund for other items and it’s taking ages. I am not happy with this. I know its covid partly but to have no one available for responses to phone or email is appalling.”
“Bad company who have a man at the end of the phone who is rude and aggressive.
They refuse to abide by uk consumer law.
Luckily I had paid by paypal who found in my favour.
If you want to lose money or have a headache this is the company to use”
