“We are a Cat Rescue and have now had to suspend all adoptions because we, and our vet, cannot register microchips or transfer keepership. We have a vet code and when allocated several years ago we were issued with a user guide and support which was brilliant. Now you change your system without even notifying anyone let alone issuing a new user guide or providing support via the phone (cannot get through) or email (not answered).
This is not one bit customer focussed and now means that there are vulnerable cats out there that cannot be brought into Rescue as we have no space until we can adopt out. We have cats who are registered (have the email confirmation and certificate) which when accessing the database it says not registered so cannot transfer keepership. Also a couple of kittens microchipped which our vet cannot register to us. We need help desperately, please.”
“Trying for 12 days to register our new puppy to no avail. Keeps saying info is wrong. Sent an email this has been ignored. When i got through on the phone they just hung up. This has been a stressful time. If i could i would give them no stars.”
“I have been unable to create a breeder login and now have 5 pups who have left with their families who are unable to update the micro chip for their puppy. I have emailed identibase twice, been ignored, twice. I tried calling continually for 2 mornings. Their phone line is often 'busy' in which case it hangs up the call. Or on two occasions I have made it to the automated reception and placed on hold then after 60 minutes the phone hangs up!”
“The deployment of their new website has been deplorable and is really doing their brand no favours. It is poorly designed, nowhere near as intuitive as their old site and suffers poorly in comparison to their competition.
While there may be some good people in their customer services department trying to keep up with all the complaints, they have been poorly let down by their IT team who should have rolled the whole thing back until they had something that works properly. At this point I am considering reverting back to paper chip registration requests as it is less frustrating (although more time consuming) than attempting to navigate their new portal.”
“I've tried to call to change address of chipped pet that has been rehoused. We have certificate and realise we need to pay £15.95 but there has been no response to emails. I have tried to call no less than 42 times over a period of two weeks and have still not spoken to anyone. Goodness knows what would happen if I'd lost a pet! Shocking!”
“What customer service! It is non existent. Hanging on the phone for hours at a time - no response to e mails - new website format which is totally confusing. Get a grip Identibase!”
“There is a basic free registration if you scroll right down to the bottom of the registration page, there is a tiny check box to tick you don't have to pay to upgrade, only problem is when you click next, nothing happens and you have to start over. This is a con, the company is a con. Best should not use them and use a different company altogether. We should all report them to the national fraud service, action fraud. I have.”
“Rehomed a cat in January from Cats Protection League who’d had him chipped, sent off paperwork to identibase to reregister chip to me as his new owner and have never heard from them! Have tried many many times to phone them - always engaged or on hold for 15 mins plus before giving up. Have emailed but still nothing. So don’t know if my cats chip is registered to me and even if it is, what’s the point when nobody can get through to them?! Appalling.....”
“I have contacted https://www.animalcaregroup.com/about-us/board-of-directors Jennifer Winter CEO and Chris Brewster CFO giving them one last chance to respond or I will go to trading standards and the national press.”
“As per everyone else's experience below. Calls not answered, permanently engaged. No response to emails or twitter4. Went on to LinkedIn and only found two names. What is the point of microchipping dogs? I am trying to find out who the CEO of this shambles firm is. Anthony Mayner is a
Customer Services Agent at identibase listed in linkedin and Mike Jamieson identibase Contact Centre Manager at Animalcare Ltd. If anyone else has any information, I would love to hear about it”
“My cats have been registered with the company for 8 years, but now one is missing. The web page to report one missing is broken. No one answers the phone (permanently engaged tone). No reply to emails. No reply on the help chat function.
I rang my vet because this worried me. And when they checked the microchip number it said my cat was not registered.
This is a total abdication of duty with NO warning or means to contact, and now if anyone finds my cat he cannot be linked to me.”
“I have just logged in to the Identibase to find to my shock that there have been updates which I haven't been informed about and the lifetime Premium membership I have paid for only a month ago seems to now no longer be fully valid? It states its "Premium Old" now (see the picture in this post) and you seem to have a newly introduced subscription service which you are expecting users to now sign up to on either a monthly or annual basis
My primary concern is that I have had a cat missing for the last month and whether or not the the Premium membership perks that I had paid for are currently still active (or indeed, when they may have been deactivated seeing as there was no communication about the changes) and whether or not alerts are still out with local vets and shelters for my registered cat, Mog?
I am also completely unable to reach anyone over your phone number. This whole experience is totally unacceptable and especially since I still have a missing cat currently which needs to be found.
Please contact me ASAP to advise on this as it's urgent”
“I tried ringing 17 times, eventually I got through to the recorded message which just went on and on saying how good identibase was, all I wanted to do is register my pet.
Warning do not deal with this company.”
“I have been trying to register a change of dog ownership with this company. The details were filled in online and a transfer form and payment posted but I had no contact not even an automated response. I messaged them via the website contact (which they say should be answered within one business day). I heard nothing. I have tried phoning them but, like many others have found, you simply get an automated answer and adverts for their 'premium' service while you hang on and the charge mounts – I gave up after half an hour. I tried emailing and finally got a reply 12 days later. Several emails later I was told my payment cheque for change of ownership was ‘probably in a queue’ and was asked to ring their unanswered phone line to make another payment.
In frustration I obtained an alternative number from a veterinary friend and a very helpful person told me to stop the cheque I had sent and promised I would get a phone call back that day to make a new payment. Two days later I am still waiting.
My dog has fear issues so it is worrying that he remains unregistered. I have asked them to remove the microchip from their database so that I can register my dog elsewhere but, of course, they cannot do this until I am registered as the new owner! To add insult to injury they have now sent me this message:
I would love to hear what you think of our customer service.
How would you rate the support you received?
Good, I'm satisfied
Bad, I'm unsatisfied
Thank you for taking the time to provide feedback.
Mike Jamieson
identibase Contact Centre Manager”
“annoying ,frustrating ,no contact ,no replies from emails ,eventually spoke to admin who promised to ring me back and still havent ,terrible ,terrible service.if this helps anyone i eventually got a number for them that actually works ,but still have not solved my problem because they are bloody useless ,i feel like reporting them to the police ,08448241235,heres the proper number folks that is not the one they advertise.”
“I have emailed them 2 times to update my cats details with no response. I rang the other day for 30mins but no one answered, ringing again now and still no answer after 20mins???? Absolutely disgusting customer service and reading other reviews I am not alone in thinking this. Avoid at all costs. Fuming !!!!!!!!!!!!!! I would leave zero rating but this is the lowest.”
“Avoid if you not already subscribed. Phones not answered. I have been ringing for days now.
Checked Financial Accounts at Companies House. Very little spend on wages.
Massive amount TAKEN out of our Subscriptions to pay for Dividends paid out to Holding Company(s).”
