Superpet Limited Opiniões 

Resposta da Superpet Limited

Há 5 dias

Hi,

Thank you for your review, and we’re sorry to hear you feel frustrated.

Our subscription service is designed to offer customers a saving on repeat purchases, including 5% off and free delivery. As stated in our subscription policy, subscriptions can be cancelled after the third payment has been completed.

At the moment, cancellations are handled by contacting our customer service team rather than through an online cancellation button. Customers can also skip or manage upcoming deliveries through the subscription portal, but full cancellation must be requested by email so our team can check the minimum subscription term has been met.

We’re sorry if this was not clear enough when you signed up, and we’ll take your feedback on board to see how we can make the process easier and clearer for customers.

Please contact us directly with your order details and we’ll be happy to review your subscription and help resolve this for you.

Kind regards,
Superpet

Resposta da Superpet Limited

Há 5 dias

Dear B.R.E

We’re sorry to hear you feel this way.

Unfortunately, we cannot identify your order or account from this review, so we’re unable to comment on the specific details publicly or investigate what has happened.

We would always want the opportunity to look into any delivery issue properly and help resolve it. Please contact us directly with your order number, full name, or delivery postcode so we can review the matter and respond with the correct information.

We apologise if you feel our communication has fallen short, and we would be happy to look into this as soon as we can identify the order.

The Superpet Team,

Resposta da Superpet Limited

28/04/2026

Hi,

Thank you for your review. We are sorry to hear there has been an issue, however we are not aware of this order or cancellation request.

Just to clarify, this Trustpilot page is for Superpet.co.uk, our direct website. If your order was placed through OnBuy, then the order and any cancellation request would need to be handled through the OnBuy platform. We have not received any direct message or urgent cancellation request from you through our website.

We also do sell products in kilos on our own website, so if there was any confusion over litres versus kilos, we would have been happy to help clarify this before dispatch. For urgent cancellations, we always recommend contacting us directly by phone as soon as possible, as marketplace messages are not always seen immediately before an order is processed.

Please contact us directly with your order details so we can look into this further and help where possible.

Kind regards,
Superpet.co.uk

Resposta da Superpet Limited

13/04/2026

Hi Victoria,

We are sorry to read this and sorry again for the error with your order.

You should not have received the wrong parcel, and we do recognise that the return process and the time taken to resolve matters caused frustration. While the replacement order was sent, we understand from your review that you were unhappy with both the speed and tone of our communication.

As explained in our correspondence, the incorrect parcel was the result of a packing error, which we moved to correct by arranging the return and sending the replacement. We also explained that, as a small independent business operating on very tight margins, we are not always able to offer compensation in addition to absorbing the costs of resolving an issue. We appreciate that you may disagree with that position, but it was not meant dismissively.

That said, we do accept your feedback regarding how this was communicated, and we are sorry that our replies came across as curt or impersonal. That is not the experience we want customers to have.

We are pleased the correct replacement was sent, but we are sorry that this experience has undermined your confidence in ordering with us again.

Resposta da Superpet Limited

9/04/2026

Hi April,

We are disappointed to read this review, as it is misleading and leaves out important context.

You requested cancellation only after your order had already been processed for dispatch, at which point it could no longer be stopped. That was explained to you. It is therefore not accurate to suggest that we ignored you or refused to help without reason.

You also sent abusive and offensive messages through eBay, including threats to leave negative reviews before the delivery process had even concluded. That is not a fair or reasonable way to deal with any issue.

You have placed multiple orders with us over time despite raising similar complaints about the courier on previous occasions, so your comments do not reflect a one off unexpected experience. Having also reviewed your Trustpilot activity, it appears your account is used almost entirely to leave negative reviews for businesses, which does call into question how balanced this review really is.

We fully accept that courier delays can be frustrating, but false claims that we care more about money than people or animals are entirely unacceptable. We processed your order correctly and responded appropriately based on the stage the order had reached.

Superpet

Resposta da Superpet Limited

Actualizada a 1/04/2026

Hi Matt, we’re very sorry to hear about your experience. This is not the standard of service we aim to provide, and we understand your frustration. We’d really appreciate the chance to look into what happened and make things right. Please contact us directly with your details so we can investigate this further and work toward a resolution. ---- NEW---

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Hi Matt, we’re sorry this order led to frustration.

To set out the timeline clearly, this was an Amazon order placed on 3 March 2026. The parcel was marked as dispatched on 4 March 2026 via Royal Mail Tracked 48. When you contacted us to say it had not arrived, we replied through Amazon messaging to investigate and assist. At that stage, based on the information available, we advised that we would send a replacement. Amazon later issued a full refund on 14 March 2026 through the A-to-z process. Royal Mail tracking then showed the original parcel as delivered on 16 March 2026.

We appreciate that the delay was frustrating and we regret the inconvenience caused. As the order was refunded and the parcel was subsequently delivered, please contact us through Amazon messaging so we can arrange either repayment for the item or its return.

Resposta da Superpet Limited

30/03/2026

We’re sorry to hear you received the wrong item and that you’ve had trouble getting a response. That’s not the experience we want for our customers, especially if this has happened more than once.

So we can look into this properly, could you let us know how you contacted us? Did you email us or call us? Once we have that information, we can check your case and make sure the right team reviews the refund and your enquiry as quickly as possible.