“it is the worst website to order pet food from. My order was placed on 21st Sep with express delivery 1-3 working days however 17 days later no signs of order being despatched. Although, I've made many calls to their customer service which stated the order is in processing and would be despatched soon. Today, received partial refund for 3 items and the refund less than the full amount paid for those 3 items.... trying to contact customer service with very long waiting time...... the worst company and customer service ever. will never order from them again or even get near them.”
“Back in June 2021 DHL drove round with our dog food in their possession for a couple of days! Animed then promised 10% discount off my next order as an apology.
Sept Ordered two products, waited 7 W.days, contacted them, toothpaste in stock, medical biscuit only had one bag + that was going out to someone! Also told me awful problems in their warehouse. I cancelled order was told immediate refund! In the end had to get PayPal involved to get my money back at all! DO NOT USE this awful company!”
“Avoid avoiding avoid
Ordered basic supplements.. nearly 4 weeks later and they've still not arrived. Many better smaller companies at a better price too”
“As with so many others - totally let down by this company and my poor wee dog is suffering. They say it is a warehouse problem due to a new system but who on earth set up a new system and doesn’t test it – especially when they are dealing with life and death medications. All they want is your money and then you’re on your own. My dog will be on his medications for the rest of his life but there is no way that they are getting my money. Avoid!”
“Absolutely useless! Placed order for insulin for my dog and was told it would be delivered within a couple of days. No insulin, no message or phone call. Spent 35 minutes in the phone queue and was assured that my order would be out to me next day. Nothing again. Another 30 minute phone call. Explained that I was really concerned as my dogs insulin supply was very low. The man I spoke to was totally unconcerned and just kept saying fingers crossed you will get it by Friday. Friday came and went, still no insulin. Monday couldn't even get through on the phone to anyone. Email and asked please reply- nothing. emailed again Tuesday- nothing! Had to go to vets and get an emergency supply of insulin.
Phoned again Wednesday was told, fingers crossed you will have it on Friday. Guess what, NOTHING!! Rang again and spoke to anther person who informed me that my order hadn't even been processed and they do not deliver insulin on Fridays. Unbelievable! The staff couldn't care less about your pet and will tell you anything to get you off the phone. I was asked if I wanted to cancel and re-order as this would be quicker than waiting for my original order. When i said no She the had the cheek to say I probably couldn't afford to pay for it as I wouldn't get my refund from the first payment immediately.
Cancelled my order and would never use them again. My advice would be if you care about your pet then avoid this company because they certainly don't care about you.”
“ordered prescription medication on 16th september and been chasing them up, now been told on 2nd october there is no stock and the order has been cancelled. The meds ran out a week ago had to purchase emergency supplies from vets. Have now ordered elsewhere and will not be using Animed again, even though I have been a customer for years. Just waiting for refund of several hundreds.”
“I placed my first order in and got it no problems but the second order I have been waiting since the 14 th of sept and had to order from another company I have emailed and phoned but have had no reply”
“Really poor customer service, our insulin order has been delayed by 9 days and without me chasing and asking I'd have had no further information from them. It takes 20 minutes to get through to them on the phone and the all customer service people can do is try to reassure you then nothing changes, and the only way you find out nothing's changed is by calling them again.”
“They have let me and my dog down she needs heart meds they are nearly impossible to get hold of and when you do it is the same story about a change of warehouse I emailed and rang was told I had to inform them within 20 days although the only email I received was to say deliveries were delayed I asked for a refund and was told no I now have to buy from the vet I am so annoyed and feel cheated they don't deserve one star”
“Where do I start ? So my dog has terminal cancer and Has been on a cancer medication for the last 6 months I can say I stayed with Animed as orders were good and on time . Apparently they have had a new system put in that is meant to make orders easier and quicker but is now having technical glitches arising ! So I scanned my prescription on the Wednesday and phoned the order the next day this went fine but there was a query written on the prescription by the vet the person on the phone said would find out what this was so Friday when I didn’t hear anything back I called waited for 45 mins to get through then had to wait until Saturday to tell me they couldn’t read the prescription so had to fax it ( so this was now 4 days delay . So after a few emails and about 6 calls still no order gone thru (after saying it would go on as urgent ) so 9 days later called and actually cried on the phone to the lady ( I don’t blame any of them they are only doing what they are told they didn’t fit the new system ) she told me to cancel the order and try somewhere else so after paying an emergency 1day medication of 79 pounds from my specialist vets I have no medication for next week. I have gone on to another site but some of the order is out of stock so I’m really aggravated now so if you have got around 3 weeks to wait for your prescription your be ok otherwise don’t bother ! Stress levels are high”
“Same as everyone else paid for Express and my prescription is not here yet! Indeed it still hasn't been picked or packed when I called 20 mins ago and have no idea when it will be actually sent out. Avoid using this company please. Save yourself the heartache.”
“I've used them for several years, with dispatch times being OK, but never again.
One order they failed to split, despite it containing urgent medication, due to the vets cocking up and not sending them the prescription for the worming tables. Had I known I would have split the order to avoid this and let them incur extra postal charges (the order was big enough for me to place them separately and qualify for free delivery!)
Next order placed was a separate one to get said urgent medication out - that prescription HAD been sent by the vet. It arrived TWELVE days after ordering, with only 12 tablets as opposed to the 56 ordered and paid for. I'm now £54 quid down by having to go my vet to get emergency supplies. Sent them an email 3 days ago about this and no acknowledgement, despite me complaining about it when a nonsensical email was sent by their prescriptions team about a prescription missing from the original order. A VET read and replied to this email, yet obviously felt it not in her remit to acknowledge the error, alert whichever team is responsible for incorrectly dispensed items, and certainly wasn't going to apologise for it or rectify it. A qualified vet who joined the profession to help animals, yet is quite happy to allow an animal to go without medication - just as well this owner has the credit available on a card to pay the 300% mark up to get it from their vets, huh? Many haven't, which is why we use you in the first place!
Which leads back to said original order; the missing prescriptions for which, were emailed to them 6 days ago. The nonsensical email told me that there was still a prescription missing. No. Whoever actioned that email, only put one of them on file! I replied to that effect and got told to cancel the order and place it again. What?! The order has been placed, you have all relevant prescriptions! Pull your fingers out and get it right!
And now let's move onto yet another order, with Express Delivery paid for, as it's urgent thyroid medication (having paid over the odds to get 10 days worth from the vets, given Animed's recent performance), and 5 days later it STILL has not been dispatched!
Summary:
-Orders not split.
-Medication missing (pretty sure this will fall under some offence under the Medicines Act)
-Emails not acknowledged.
-Mistakes that put a pet at risk, ignored when qualified vet made aware.
-Prescriptions incorrectly put on file.
-Order times the absolute pits.
I don't give two hoots if you're updating systems or what you're doing in your warehouse. If that's the reason for the delay then it should be made ABSOLUTELY CLEAR on your webpage that up to 2 weeks need to be allowed for delivery, even when it comes to Express Delivery. To take orders and then not fulfil them in a timely manner is NOT acceptable. Some orders are for controlled medicines, some for life threatening conditions, for heaven's sakes!
Never again. Avoid like the plague.
I'm taking my business elsewhere. And if the outstanding orders aren't dispatched on Monday, via Special Delivery for Tuesday, I will be cancelling the orders, to the tune of £250 and at least £100 each month thereafter, taking my business elsewhere (it'll no doubt arrive before you get your act in gear anyway!) and reporting you if any offences are established.”
“Rubbish avoid!
This company has gone down the pan. Avoid! Delivery likely to be at least 15 days despite paying for express. Staff aren't trained. They only have a few phone lines. Systems can't cope with customer flow and they can't seem to trace or check on orders once they have been made. You literally need to order next months the second this months meds arrive which can't happen as vets won't hand out prescriptions for controlled drugs that far in advance. Offered delivery fee back but they just dont seem to get or care that the dog is going to suffer without the meds.”
“If I could give no star I would. I waited for more than a week for a prescription for a poorly animal and still haven’t gotten it. I didn’t have any update with the prescriptions I ordered UNTIL I filed the case via PayPal which it the payment method I used. Within mins, I started getting emails with the updates letting me know they were still waiting for stocks from their warehouse. So why out on the site saying the prescription item is in stocks? I only filed the case yesterday and so far I received 5 emails and 2 texts. Vey not professional at all with a company like yours.”
“I went to Animed after the usual supplier didn't have one of the items I needed. I soon realised I'd made a mistake as I've been with them before. Looking at previous emails and the issue with getting prescriptions mixed up (I don't have dogs called Reginald and Dexter) to the ludicrously long wait times. I've checked the prescription and can't see an issue. I'm not prepared to wait days for an email explanation nor can I join a telephone queue as the wait list is too long (speaks volumes). I've just emailed saying to refund the money and I'll go elsewhere. They are a nightmare. Never had any problems with pet drugs online and are easy to contact. I might as well get the one item from the vets at full price. It beats the massive headache I get using these.”
“Claim to have medicine in stock..order and pay then 30 hours later they email to say " their supplier has run out of stock"! And they will be refunding...however their website still claims to have medicine " in stock" now my dog is suffering unnecessarily whilst I have to source from another supplier. Appaling service I'd give zero if I could!”
“Appalling customer service. Prescription item ordered did not arrive, apparently lost in transit. They refuse to send a replacement telling me to just wait. Clearly fobbing off. I have had to order from the vet to avoid running out.Animed do not care, and I am now out of pocket with no medication. Absolutely atrocious company, they take payment with no guarantee that you will receive goods. Do not use them.”
“Usually not to bad of a service until a refrigerated delivery was left outside my house and went missing. There was nobody home to take delivery so usually a neighbour would be asked to take it as its medicine and needs to go into the fridge. When I approached Animed they said that because the driver took a picture of it outside of my house against a closed door that someone must have signed for it. How that makes sense I have no idea. Anyway they refused to replace or refund it point blank without even investigating or asking questions. Not a good way of doing business in my opinion.”
“I emailed to ask if the food i had recently bought from them for my cat was affected by the pancytopenia issues and they've avoided answering me and deflected on to my vet. shows a real lack of knowledge in terms of what products they sell so i no longer trust them and will now buy from vivovet who have been alot more helpful and reassuring.”
