Lily

Firstly, I will note that I've never had a claim declined by Petplan.

However, their customer service team leaves much to be desired. I find it extremely frustrating that they seem to have a strict "we don't talk to owners" policy. To the extent whereby I sent an additional invoice for an ongoing claim via email and they ignored it for 3 weeks because it didn't come directly from the vet.

The worst part is - they never even told me that they needed information from the vet, nor did they actually contact the vet. I called them twice to check whether they'd received the invoice. The first time, the adviser said it had been added to the file - I asked if they needed anything else as it was taking a little while to receive payment. She said that they didn't need anything, they'd received everything and would contact me if that changed. Another week passes without payment so I call them again. This time, they said that the reason they hadn't paid was because they needed a claim form and invoice direct from the vet. But did they contact the vet? No. Did they contact me? No. The medical history submitted by the clinic for the first claim already noted that these tests had been completed and they awaited results so why did Petplan then waste time and delay the claim but wanting a further form confirming exactly what had already been included in the medical history and invoice?

I have various animals with different insurers - Exotic Direct, Everypaw, Many Pets etc. And with all of these, the insurers accepted additional invoices from me without requiring further information from the vet clinics (subject to receipt of most up to date medical history). They may ocassionally present me with a question or call the clinic to query something but they've never ignored me due to the absence of veterinary communication - unlike Petplan. Petplan have proven to be the only insurer who simply refuse to interact with the policyholder and strictly require everything to go through the vet.

I find this extremely frustrating because my vet only works 2 days a week so information takes time to pass between parties. I waited a month for the above invoice to be paid.

I submitted another two claims 3 weeks ago and continue to wait payment of one. I can see in the claim portal that there was evidently a mistake with some of the information as both claims appear to show the same figure so it looks like either the vet reception or Petplan messed up and put the same invoice as part of both claims forms. This is something that I could easily help to resolve by sending photos of the seperate invoices for each condition but because Petplan refuse to acknowledge any communication from myself, I'm instead left waiting for them to work this out themselves whilst out of pocket. I can already anticipate them closing the claim on suspicion that it's a duplicate due to their own mistake of putting the same amount under both claims.

It used to be the best option for saving money-compared to competitors but that gap has now been bridged and on the contrary, it's now proving the worst. When I first started using it, monthly subscription was £12.99 but this has now increased to £14.99 and furthermore, the clinics have since massively increased their prices to make up for the losses sustained by the health plan. The cost of a vaccine with a CVS clinic is now £130 compared to other clinics which are £60-£65. The 6-month health check is also with a nurse so if you raise any concerns, you have to rebook another appointment with a vet which just results in unnecessary time wasting and you have to pay the vet fee anyway. The brand of food offered for rabbits as part of the '1 monthly free pack' is utter garbage in terms of quality and company ethics - I wish it stopped being promoted.

You used to be able to save £15-20 on the basics but now the cost of vaccines, preventative treatment and the 6 month check actually end up being cheaper when paid for individually than through the health club. The 10% off of medication and the like is nice but end of the day, it's cheaper to get the medication from pharmacies than the clinics anyway so with the health plan, you actually end up out of pocket.

Despite being advertised as covering the full vaccine course, clinics can also adapt this. Our CVS vet only provides the first vax free of charge and 10% off the second one - despite it being necassary. We've moved back to Pet Health Club clinics as despite the higher monthly cost, they actually enable savings and the clinics don't pump their costs up nearly as much.

I haven't written a review up until this point but they just won't learn!!

We had someone out to provide a quote initially, we were told about their interest free offer if paid within the first year, they showed us samples etc. Positive experience to begin with, we had a quick flick through a booklet of doors, noted a couple that we liked, one of which was noted.

Then the surveyor came to complete the measurements, we weren't told that at this stage we'd be picking out glass so my partner wasn't here to make a mutual decision. I was initially given a large booklet but evidently, the surveyor had better places to be so after a minute of looking at the options, he pulled it out of my hands and handed me a little leaflet with just 6 options. I picked one and asked if they could send me the larger booklet anyway, to have a browse through with my partner but they never did. The surveyor drew a diagram and left. Never confirmed any prices etc. My partner later called them to confirm all the details and asked that they remove a window from their quotation. They advised that they'd have to send the surveyor out again and that there would be a charge for this. Every time the attended, we had to finish work early to meet them at the property so this in itself was frustrating but what made it even more frustrating was that the surveyor never showed up. Didn't call or update us etc. It wasn't until my partner called the following day that they told us that the surveyor's car supposedly broke down. Still, common curtesy to let your clients know?

Furthermore, we received very little information regarding the doors we looked at. We were if the assumption that we could have a quick look during their attendance and then put more thought into afterwards but apparently, the 30 second flick through a 200 page book was the final decision. We didn't get any price comparisons on the different doors etc.

They called me on numerous ocassional, never referred to me by my name, only by my partner's surname. Even after I repeatedly corrected them and they assured me that they'd fix this on their records, they still never once used my name.

I also asked them on numerous ocassions to contact my partner as he was in discussion with a builder re. Some other works in that area but they only ever called me. My partner called them and was told that he was through to the wrong team. No one ever redirected him, just told him that someone would call back. They would then call me instead of him. My partner emailed them countless times, gave his number repeatedly and asked that they a) call him on HIS number or B) respond to his emails but no. They still proceeded to call me over and over again. Their communication was horrific.

When we told them that we wouldn't be taking any more early leave from work, all of a sudden, they advised that they didn't actually have to come out- they could just remove the window from the quote and we'd avoid the surveyor call out charge??? Why wasn't this an option before???

They removed the window, amended the quote and gave us a discount for 'inconvenience'. They then sent us the "interest free" payment plan documents to sign. Except, whilst the first one clearly stated the terms of the interest free plan, the amended plan didn't include this and instead, showed the final cost inclusive of interest which was 3 times the cost of the door if we had paid outright.

At this point, we'd had enough. We cancelled the order because it's far easier getting blood out of a rock, than it is communicating with them.

But it has been a year now and they still keep calling us and knocking on our door and offering for us to "speak to the manager", offering discounts etc. They still continue to refer to me by the wrong name and they don't even know what they're selling. One of their advisors called me to tell me that our windows are between 10-15 years of age and desperately need to be renewed. They're literally 2 years old. They have vents in them which are a new requirement by law, at least learn about your customer!!! They drive us insane!

Took some trial and error. I don't usually like microwave dishes so I ignored all the cooking instructions which related to microwave use the first time round and purely used an air fryer (we don't have an oven and the air fryer cooks the meals very slowly, the packaging doesn't seem to be suitable). I quickly realised that this was idiotic because certain meals like the mac and cheese have to be microwaved, else they end up dry and flavourless. But once I decided to follow the instructions, the food had actually proved to be really good. A few meals like the Sunday Dinner were quite disappointing, especially when you pay extra and only get three pieces of carrot and 3 pieces of parsnip with gravy and turkey, nothing else. But we've got a select few that we love and keep coming back to 😊

Inexperienced claims team. They initially declined my claim on the basis that they have a 14 day exclusion period, we had to explain to them that this is only applicable to illness not injury and our pet suffered an injury - a broken leg. They overturned the decision and accepted the claim (although we shouldn't have to do that, it's a waste of our time). I then submitted additional costs for which they charged an additional excess, even though it was part of the same issue (as they agreed in a prior email) and the 90 day treatment period hadn't been breached. It was 76 days between the end of initial treatment and the condition resurfacing, during which we had spoken to the vet and booked in further Xrays. And whilst the Xrays were taken at the 96 day mark, due to a lack of availability, Metacam (a pain relieving drug prescribed by the vet for this animal specifically) was administered in the run up to the appointment and fell within the 90 day period. And vet prescribed medication falls under the definition of "treatment" and therefore should've been a continuation with no further excess, but of course, their claims team can't even distinguish between an injury and illness so how can they be trusted to understand how their own treatment clause works.

Driving me insane, useless customer service. I set up an account when I was 16, never used it. I recently logged in (almost 10 years later) and ordered a number of ubers as part of a work commitment, I hadn't realised until I was picked up, that I had set my name on the account as a nickname, likely to protect myself as a child. However, I needed my real name on the account in order to get reimbursed travel costs by my work. I've been speaking with them for 2 days now to no avail. They keep asking me through their chat, to send screenshots of the error that comes up when I try to update my name but their chat doesn't permit attachments. I physically cannot send a screenshot because their systems don't allow it, it's not a chat function. But again and again, they've said that there's no problem that they can see and to send a screenshot. I JUST WANT TO UPDATE MY NAME TO GET PAID. It's like speaking to a robot, except the robot would actually be easier to speak with. The actual uber experience was fine, although I did order an uber whilst on the train - 3 minutes from arrival at the station and the app said that the nearest driver was 6 minutes away, but once I paid, this updated to "1 minute away", so I ended up having to pay a late fee. Fortunately, it was only £0.04 but still a bit frustrating as I wouldn't have ordered in advance, had I known the driver was 1 minute away instead of 6.

Just to add to my previous review - I had to raise a complaint to get the rest of my claim paid. Almost 2 months after making my claim, Everypaw finally called me to apologise and advise that they had made a mistake. The paid the outstanding claim balance and said that they would send me an email outlining the details of the payments - as they paid one invoice in 8 separate chunks (paying a little extra every time I had argued the amount). They also advised that I would receive a £50 compensation for the horrendous customer service. I received the outstanding invoice balance but didn't receive the promised email, nor the compensation. I had also submitted a further invoice for additional vet fees which was marked on the portal as 'paid' and ignored, with no further information/payments. No doubt, I will be taking this to the Ombudsman.

Whilst they have a good range of products and access to prescription medication, which I require, the prices are usually significantly higher than competitors and they're slow!

I normally order medication from Animed but unfortunately, there was a particular product which they don't stock, so I resulted to placing half of my order with Animed and the other half with VioVet. Animed verified the prescription and I received the medication same week but with VioVet, I used an existing prescription which they didn't have to verify and yet, 2 weeks later, I still haven't received my order. I received a dispatch email 2 days ago but tracking states that they still haven't passed the order into the courier and I'm due to go on holiday in 3 days. Why is the service so slow? I would understand if they had to verify a prescription but they don't???

I really hate this company. They've paid all of my claims but each one was a pain to deal with.

First claim took 3 weeks to settle and every time I called, they said they were chasing the medical history from the vet, which was provided by both myself and the vet numerous times.

Second time, I submitted 3 invoices and they settled two of them after 12 working days and ignored the third, until I called and they said "this one just looks so similar to the previous one, it must've been missed" - they're from different clinics and different sums??? They also incorrectly noted which costs were associated with which clinic, in their settlement breakdown.

Most recent claim, they covered £300 out of a £1,000 bill because the other tests were "unrelated" even though only £77 was unrelated. When I called to query this, I was told "We covered the Xrays for his dental issues" - my claim was for arthritis, he doesn't have dental issues. He has one tooth spur from birth, that's it. "well, that's what the note says, it has a line and then dental spurs". The Xrays weren't even head Xrays, they were chest Xrays??? He then proceeded to tell me how his "Gastrointestinal problems were excluded". Again. He has never had Gastrointestinal problems. He's only excluded for respiratory issues and the claim wasn't for anything even vaguely related to the Gastrointestinal system.

I was then asked to get my vet to clearly write down what forms part of relevant treatment, even though I clearly provided them with treatment dates and an explanation of what I'm claiming for. The medical history also clearly noted exactly what everything was being checked for so that it's easy to cross reference.

And to top it all off, now that they've "settled" the claim at £300, they've opened a new one to consider the remaining costs even though they're the exact same claim. Ridiculous.

Daniel from the Kingston branch has been an absolute joy to have as our guide today. We had a pretty awful experience a few weeks back but Dan did his best to make our day better. We came back today and the experience was wonderful. We really enjoyed the puzzles and Dan was a really down to earth guy. We truly appreciate how dedicated he was to ensuring that our day was better than the last. Thank you!

Took slightly longer than expected but everything arrived without issue. Will order again. Thank you!

There's a clear lack of communication and care among staff, although delivery time was very fast and prices are pretty okay.

We originally received the wrong order and only received one of the 10 items we purchased. Contacted and received a prompt response apologising for the mistake and stating that the correct order has been posted in 1st class. Amazing.

They provided us with instructions on how to return the incorrect package for free. Fortunately, I didn't do this right away, which turned out to be a good thing because upon the arrival of the new package, the box had been opened and the item which we already had, was removed. Fair enough. Although, my reason for ordering in bulk was to protect the inside items from contamination against the virus. So the fact that the sealed box had been opened, completely ruined my intent. As someone who is immunocomprimised, I had to leave the medication in quarantine for 5 days due to the contamination which could've been otherwise avoided.

In addition, if I had sent the item back, like they had asked, then I wouldn't have had said item, as they removed it from my order! I do believe they should have contacted me upon making this decision, to clearly state that I do not need to send the item back, to avoid any further confusion.

If there was better communication within the team, and more care given, then I would've happily provided 5 stars.

Cheapest place I've found for litter and pet food. Delivery took 14 days, however, they clearly stated that this is to be expected due to Covid. No complaint. Second time, everything arrived within 5 days. I was pleasantly surprised.

Only issue I had was regarding a bag of horrible readigrass. It was 70% soil and dust and only 30% grass. Threw it all out. This is more so an issue with the supplier, however I do believe better care should be taken when packing, to avoid awful products like these.