THE PET VAN STORE  Reviews 

Great company that do a wide range of pet products. Excellent customer service. 5 stars

The delivery was quick,and just what I wanted,will definitely order again

Excellent service, arrived on time and very pleasant gentleman.
Will be buying again for my 4 pooches.
Thanks very much.

Amazing business who actully phoned me too let me know my product wasnt in stock and sent me a better alternative if only only small businesses took such care with customers i will definitly be using again and will recommend

Excellent company. Very speedy delivery and they have a great selection of products.

Very helpful and good value. Many thanks.

Excellent customer service! Was helped to chose the dog bed I wanted. A great selection at great prices. Would recommend

Brilliant customer service. Paul is very helpful and friendly, going out of his way to obtain the products I was looking for. Would have no hesitation in recommending.

Great service ,help and very friendly and helpful

Have been waiting for my order almost 2 weeks now. No reply when asked for a tracking number / confirmation if and when the goods have been sent.

Paul the owner who I dealt with did everything he could to fulfill my order for me.

Prompt processing and speedy delivery. Fab!

Delivery to the house with social distancing. Great product and an excellent friendly personal service. Offered to obtain what we need and discounts offered for regular customers. Very happy with our first purchases.

Great product......
.............and the best customer service I have ever had.THANK YOU SO MUCH.

Unfortunately whilst the price for what I was buying was good, the level of service was not. On the website it clearly states “free delivery if you spend £25”. There are no asterisks and there is nothing written in the terms found at the bottom of the website stating that weight is a consideration for this offer.

Whilst I totally appreciate that ordering something heavy makes it not cost effective for the company to send, they obviously need to amend the website to reflect that there is actually terms attached to the free delivery and those terms include weight. The person I spoke to was adamant that it determines this on the website but I have been unable to locate it and when asked where the customer service rep was also unable to do so.

I was being asked to pay significant amounts for the delivery of the items I had purchased and was even told that he had been contacting other people and charged upwards of £45 for pallets due to weight issues and that maybe I should get a pallet and buy more of what I needed from the shop.

Whilst my poor experience was in April, I have subsequently checked the website to see whether amendments were made to the free delivery offer and they have not which has prompted me to leave this review.

***Below is response to the company***

We have not received our refund as of yet.

Your website does not state anything about a weight limit. Sending us an email after you’ve taken our money, and after you phoned us about a weight limit is absurd and I don’t understand why you are so set on mentioning your terms and conditions that makes no mention to a weight limit (I have created a PDF of the terms at point of sale to confirm this).

Who are you to comment on how much cat litter we order? We ordered 5 bags of 20ltr cat litter. We go through 10/15ltrs per week as we have multiple cats, not that it has anything to do with you. The 15% discount was already applied to our whole order as per your website so your “generous offer” was something we had already had, except now you wanted us to pay for delivery.

I stand by my review, because your prices were reasonable for what we ordered however your inability to accept that your free delivery offer needs to be changed is what lost you the other 3.

Had a lovely phone call to keep me informed that my order was being processed and should be with me Tues or Weds. I received my order Wednesday. Great service. Thank you very much.

Fantastic service, thank you 🙂