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Pet Supermarket takes my money but fails to deliver the goods

Ordering pet supplies online
It’s a dog’s life waiting for an online order that hasn’t arrived. Photograph: Alamy

I ordered over £60-worth of goods from Pet Supermarket (pet-supermarket.co.uk) in early October and expected to receive them within 3–5 working days, but they have not turned up. I have been trying to call, email, and tweet and all I’ve had are auto replies to emails, promising to reply within 24 hours. I phoned three or four times but hung up after being endlessly put on hold. They took payment immediately on the day of my order. It seems I’m not the only one and I see they were on the verge of going out of business in 2015. SA, Broadstairs, Kent

Pet Supermarket claims to be the UK’s number one pet supplies store, but having trawled through angry complaints online there is substantial evidence of a failure to fulfil orders. We tried to call but were put on hold for over six minutes before the call was ended. So, for the time being, we would recommend pet owners avoid this store. You paid by credit card so ask your provider for a refund via chargeback. You would also be covered with PayPal.

The company appears to have operations in Willesden and Park Royal, so complaints would be dealt with by local trading standards. We would like to hear if readers have successfully contacted the store in the last month.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number

This article titled "Pet Supermarket takes my money but fails to deliver the goods" was written by Rebecca Smithers, for theguardian.com on Monday 23 October 2017 06.00am

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