Vital Pet Products Reviews 

I have to change my review once again! I went back to vital, I have yet again received faulty goods. Due to me not paying for my bill until I received a credit note for the faulty goods they are chasing me for payment and threatening debt collector. despite the fact I haven't even had the goods for even 5 weeks and still going through the faulty goods.
I am changing my review as I had a lovely phone call that rectified below. I was compensated with many items and also still with the 10% off next order. They have also canceled contract with DHL and gone with another courier. Who were extremely quick and polite. So thank you for making me feel more confident

No Delivery! No refund!

I am a very small business, I only opened my shop in January so money is extremely tight. I ordered from Vital Pet Group as they don't have a large minimum order. That's great if you actually receive the items. I have had to drive a 40 minute drive every time I order from them as DHL say they have attempted delivery when they haven't. When this happened for the 4th time on an order dated 22nd may this now being 5th June. I called and requested a refund. They said it would be sorted within the hour, if for any reason it wasn't they had people working over the weekend. By Monday I still hadn't received the refund and my customer had come in asking where her order was. So I called and said as no refund has been given I couldn't order with anyone else as lack of funds so could they send me the order by different courier, which was agreed would be sent within 48 hours, I let my customer know and yet it still didn't arrive. I have now lost that customer as they need more reliability and being a new shop it makes me look very bad! I have been waiting for my refund since. I have asked for compensation, they refuse to give me compensation and keep offering me 5-10% off my next order, which I have told them numerous times, I will never order from them again. I have now only been refunded half my money and that was after threatening them with trust pilot and an ombudsman to intervene. They are still saying it will be sorted tomorrow which is what I have heard since the 5th of June. I will be taking this to court

We ordered YuMove Senior Dog Tablets from this company. They dispatched them via Evri who eventually admitted that they had lost the delivery and advised me to take the matter up with Pet Vital Care. Unfortunately PVC don't have any customer service and have repeatedly ignored my emails to their only email address on their site. My only recourse will be to do a charge back through my credit card!!!!

As a pet retailer I avoid using this wholesale company wherever possible. It's a total shambles and around 10% more expensive than It's competitors.
Amazed it's still in business.

Terrible customer service. I placed an order with Fetch (Vital Pet Group trading name on Tesco marketplace), for 2 items.

1 item was delivered by the stated date - 25th April. The other item is now nearly two weeks overdue, and still no sign of it. When I first contacted Fetch about the missing item I was told it would be dispatched later that day (29th April). It still not been dispatched.

I emailed Fetch yesterday (6th May) to cancel the remaining part of the order, still waiting to hear for their response.

I also contacted Tesco Customer Services who tried to contact Fetch but got no response. Tesco sad they would raise a case with Fetch, who have 3 days to respond, and to call them back if I haven't heard from Fetch within 3 days.

Order No 9270-2529-50
Ordered 150 box of small Whimzees Alligators from Fetch (part of the Vital Pets Group) through Tesco Marketplace. When the order arrived, it was a box of 50 ricebones M/L. I immediately contacted Tesco Customercare and was advised to contact Fetch direct.
I emailed fetch customercare. I received a reply from an individual at Vital Pets telling me to make the return through Tesco Marketplace, which I did. I then received confirmation of my Tesco Marketplace return from an individual at Pet Supermarket advising me someone would be in contact within two days.
I subsequently received an email once again from Vital Pets advising of a choice of collection dates for DHL Ecommerce.
I later discovered DHL Ecommerce drivers do not print labels, and I had not been supplied with a return address. I could not find registered phone number for Fetch, I could not find a registered address for Fetch, I phoned Vital Pet products information and my called was terminated before the matter was resolved. I have emailed Fetch customercare for a return address as yet I have not had a reply.
DHL Ecommerce driver could not accept the parcel as there was no return address. Quite frankly the whole experience has been a nightmare.