Penny

I have placed several orders with this company and on occasion, if there was a problem, this company are rude and unhelpful:-

1. I ordered a Liberta cage for my african grey and after a couple of months the metal covering on the bottom grill started perishing. These cages are meant to come with a certificate of 'authenticity' and are allegedly parrot proof coverings. This company didn't want to help at all, rude attitude. They could use training in customer service skills.

2. I ordered 2 travel cages and one arrived with not the 2 perches (as advertised) but one perch which was half split down the full length. I spoke to a man and he was extremely rude and tried to fob me off by saying this was the cut of the wood. I suggested that he simply send me a fit for purpose perch (plus the one that was missing). I suggested that I could order a full replacement cage and he said that he would refund me and would not be sending a replacement -clearly he was having a bad day!

These are just the main more expensive orders that I placed, however, I have ordered parrot toys in the past and they have arrived broken - this company do not want to know or help - is it the couriers fault? Either way, you are out of money with broken toys!

I appreciate product quality can vary, however, with high quality control this should not be occurring.

Finally, the event that really took the biscuit from this shoddy company - I had reason to call about a previous order (broken toys etc) to this company (bearing in mind that I have trained others in customer service as my career for many years!)

I ordered food online and this did not arrive, no emails, no messages (bearing in mind my birds were nearly out of food!). When I called, the rude employee said that they had cancelled my order and would not be fulfilling it. I questioned as to why and they could not give me an answer.

Basically, if you use this company and are prepared to accept broken/substandard items without issue you will be fine. If you offer to raise this as an issue, you will be met with rude, unhelpful staff and then your subsequent orders blocked.

I ordered glucose test strips for my Aphatrak on 2nd Nov (in plenty of time, as they are vital to track the blood glucose readings of my newly diagnosed diabetic cat). I then received a notification from Royal Mail on 5th Nov that they had been delivered, however, they were not at my address. I asked neighbours to ascertain if my package had been delivered incorrectly, then I called on 7th Nov and was informed that Royal Mail would have to complete an investigation that would take around 2 days. I failed to receive any update so called again on 13th Nov (after allowing 2+ days for the RM investigation and was informed that RM had failed to respond) and was promised that the goods would be posted out again express delivery to be received a couple of days later. On the day (15th Nov) I was meant to receive my resend order, I received an email enquiring if I would like a resend or refund! I replied to this email stating that I would like a resend asap and also called, yet again, and was, again, promised that my order would be resent express delivery. I then received an email from the company on the 18th Nov (again, on the day I was expecting to receive my goods) stating that the resend system was down and a refund had been processed and I would have to place my order again. I ordered from another website and my order arrived swiftly, without issue. I will not be using this company again, firstly, due to their poor communication and substandard/rude customer service. I placed my order for my glucose machine previously with this company (£110!) and this arrived without issue. I will not be using them again as they are unreliable. I would give 0 stars if possible.

Having taken a policy out for my dog with Napo a few years ago, I then referred a family member to them for a policy, so we should have received a £30 Amazon referral voucher. She took it out on 20th May 2024 and has already paid 3 direct debits. On attempting to chase this company as to the whereabouts of our vouchers, it is impossible to resolve this. They have no phone lines and the chat is AI most of the time. They open tickets and send the same generic response every time - ie, please check the T&Cs - your policy has to have been taken out over 30 days ago - TICK - you have to have paid at least one direct debit - TICK. Still no vouchers or acceptable response. I certainly will not be recommending this company from now on - heaven forbid you actually want to make a claim or talk to somebody!

Some drivers are great, friendly and efficient, others not so much.. when there is no answer, parcels are dumped on front doorstep and a photo taken (as proof of delivery?) and some drivers are just rude.