Ordered cat food online from Petnpony…
Ordered cat food online from Petnpony via Amazon for my elderly cat but sadly day after ordered my cat passed away. I noticed they had NOT dispatched food so cancelled order explaining why , BUT seen next day they had gone ahead and dispatched ! I then tried to send them messages but would not allow me to. So I rang, and told cat food on way and would receive (upsetting for me) but would issue a pre paid label for its return and refund me but then they rang me back to say NO, if did want to return have to pay for return & encouraging me to keep!
30/04/26
Reply is NOT true as I did see that my cancellation request had gone through BEFORE dispatch and then after seeing it had been dispatched messages were not accepted their end.
Also yes call handler kind kindly offer pre paid label for return but said would just have to OK with other department in company but then called me back to say sorry but NO they rejected sending pre paid label and if I wanted to return it would be at my cost.
I have since received cat food but could not keep in house as so upsetting so have taken it to animal rescue shelter.
Reply from Petnpony
Hi Jane,
We are truly sorry to hear about the loss of your cat. We understand how upsetting this must be, and we’re very sorry you had to deal with an order issue at such a difficult time.
Unfortunately, we did not receive any cancellation request or messages through Amazon before the order was dispatched. As with many orders placed via Amazon, once processing begins, dispatch can happen quickly to meet delivery expectations.
When you contacted us, we offered a return so that a refund could be issued. Our standard policy is that returns are not free, however we did offer a prepaid return label to make the return process easier for you, or the option to return using your own courier. At no point would we intentionally encourage a customer to keep an item they no longer need in a situation like this.
We are very sorry for any confusion or additional distress this situation has caused. If you still wish to return the item, please contact us directly and we will ensure this is handled as smoothly as possible for you.
Kind regards,
PetnPony Team
