Superpet Limited Arvostelua 

Vastaus yritykseltä Superpet Limited

1 päivä sitten

Hi Jane,

Thank you for your repeat custom over the years. Having checked, however, this appears to be the first and only review you have ever left on Trustpilot.

It is interesting that none of the many successful orders you say you have placed with our small business warranted a positive review, yet the moment one parcel was damaged by a courier, a one-star review was posted before we had even been given our normal processing time to resolve it. Sadly, this sums up one of the biggest problems with customer culture today: people are extremely quick to complain publicly when something goes wrong, but rarely as quick to offer positive feedback when everything goes right.

To clarify the facts, your parcel was damaged in transit—not by Superpet—and was returned on Friday 11 September. Courier returns take up to five days to be received, checked and processed. At the time you posted this review, the return was still comfortably within that timeframe.

You have also provided no order number or full name, so we cannot identify your order from “Jane” alone or investigate its current status. Please provide your order details through Trustpilot’s information request or contact us directly with the order number, and I will look into it personally.

Vastaus yritykseltä Superpet Limited

Päivitetty 1 päivä sitten

Hi Alison,

Thank you for providing the order number. Unfortunately, this confirms that your purchase was not made through superpet.co.uk.

“T6NMFFM” is not one of our order numbers. Orders placed on our website have a short numerical reference beginning with “#”.

The product on superpet.co.uk is clearly listed as “Johnsons Insecticidal Spray Extra 150ml Pump Spray” and is sold as one 150 ml bottle for £7.20. We have never advertised this product on our website as a pack of six.

We agree that the wording you have quoted sounds like a pack of six, and you should raise this with the retailer or platform that used that description. However, that listing and order were not supplied by superpet.co.uk.

The message you received from us was our response to this Trustpilot review, explaining that we could not identify the transaction—not correspondence relating to your order.

We are sorry you have experienced this issue, but this review has been posted against the wrong business. Please check your order confirmation to identify the actual retailer and direct your complaint to them. We respectfully ask that this review be removed from our Superpet Limited Trustpilot profile.

Vastaus yritykseltä Superpet Limited

7.9.2026

Thank you for your review. We should clarify that this Trustpilot profile is intended for purchases made directly through Superpet.co.uk.

Your review states that the item was purchased through Amazon, which operates its own ordering, customer-service and seller-feedback systems. From the information provided, we cannot identify or link you to any order placed on Superpet.co.uk, meaning we are unable to verify or properly investigate the circumstances described.

As the transaction and subsequent refund were processed through Amazon, any feedback relating to that purchase should be submitted against the relevant Amazon order or seller profile.

If you believe you also placed an order directly through Superpet.co.uk, please provide the relevant Superpet order number so that we can investigate.

Vastaus yritykseltä Superpet Limited

19.8.2026

Hi Robert,

We are sorry that our warehouse sent a 5L tub rather than the 5kg bag ordered. That was a packing error, which we acknowledged when you contacted us.

However, we do not accept that our customer service was “beyond useless” or showed contempt. The tub is a different product with a higher cost per kilogram. We offered you either a free return so the error could be rectified or a partial refund reflecting the difference in selling price. You chose to retain and continue using the product, declined the free return and accepted the partial refund. We also cancelled your future subscriptions immediately when requested.

After accepting this resolution, you advised us that you intended to leave a negative review. You are entitled to share your experience, but we believe the full context is relevant. Across 52 orders placed with us, the previous 51 were completed without a single complaint. We do not expect praise simply for fulfilling orders correctly, but that history is difficult to reconcile with the suggestion that we have no regard for our customers.

We regret that one packing mistake has ended a long-standing customer relationship, but we believe the remedies offered were fair and reasonable.

Vastaus yritykseltä Superpet Limited

15.8.2026

We’re sorry that you feel you have received poor customer service from us, but we would like to clarify the circumstances and, particularly, the suggestion that we are illegally withholding your money.

Your return was received by us on 5 August and was passed to our returns team for inspection. During that inspection, the team reported signs suggesting the item may have been used or tested, specifically cat fur being present on the flap. This is why the return was queried. It was not an accusation or an attempt to avoid issuing a refund; it was simply the condition reported by our returns team.

Prior to receiving the item back, our understanding was that it had only been opened to check the size and was being returned because you required the larger version. The condition observed on its return therefore prompted us to query this.

For clarity on the legal position, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a customer purchasing online is entitled to handle an item to establish its nature, characteristics and functioning, broadly as they would be permitted to do in a shop. The same regulations also allow a retailer to take account of any diminished value where handling has gone beyond what would reasonably be permitted in a shop.

The regulations require a refund to be made without undue delay and, in any event, no later than 14 days after the returned goods are received. As the item was received by us on 5 August, that statutory period has not expired. We are therefore not illegally retaining your payment or ignoring your statutory rights.

That said, we completely appreciate that you want the matter resolved promptly.

I also personally apologise for the delay in responding. I was away from the business yesterday during the summer holidays spending time with my family, so I wasn’t available to deal with this myself. The brief response you received came from our returns team, and I appreciate that its wording may have appeared curt.

We have no intention of withholding either a customer’s goods or money unlawfully, and raising a query regarding the condition of a returned product does not remove or restrict your consumer rights.

I am reviewing this personally and will ensure the return is brought to a conclusion promptly.

Vastaus yritykseltä Superpet Limited

4.8.2026

Hi L Smith,

We are unable to identify you or locate an order from the name used on this review. You state that this happened in February, so it is also rather unusual that the review has only been posted six months later.

If an order was placed through superpet.co.uk, all damage claims, photographs and correspondence would be handled in writing online so there is a clear record. We would never insist that a customer telephone us, only to then direct them back to email, so this does not match our usual process.

Please confirm whether you purchased directly from superpet.co.uk or through a marketplace such as Amazon or eBay, along with your order number and the item purchased. Once we can identify the order, we will review the full communication history and respond properly.

Vastaus yritykseltä Superpet Limited

6.7.2026

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

Vastaus yritykseltä Superpet Limited

6.7.2026

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,