Superpet Limited Omdömen 

Svar från Superpet Limited

2 dagar sedan

Let’s get the facts straight. The order you’re complaining about was placed by your friend on Amazon, not on superpet.co.uk. You then phoned us without providing a name or order number, so we had no way to identify it or check what was happening.

An order placed on Monday is only late on Friday if its stated delivery date has passed. The delivery window for our walnuts has not passed. We do not sell them with Prime delivery, and having a Prime subscription does not make every Amazon order a Prime order. A declined cancellation request does not change the delivery date.

Our walnuts are premium Californian grown walnuts dispatched from the UK. Your “UK, not China” remark is ill informed. China has highly capable delivery networks; using it as shorthand for slow delivery adds nothing to your complaint.

You’ve posted this against superpet.co.uk over an Amazon order placed by somebody else, then predicted our business will “flop” without giving us the details needed to investigate. We can also see that the overwhelming majority of the 37 reviews on your Trustpilot profile are negative. You’re free to leave reviews, but that does not make this order late or Prime eligible.

If you want us to check it, please ask the person who placed the order to contact us through that order on Amazon with the order number.

Svar från Superpet Limited

4 dagar sedan

We’re sorry your 25kg bag of peanuts has not arrived, especially after you’ve recommended us to your guests for so long. We do value your custom, and we are investigating what happened.

Our standard process is to confirm the order details, delivery address and what has arrived. Photos of the packaging and contents, where available, can help us check for a packing error. If we missed an item, we can resolve that internally. If the parcel was dispatched but has gone missing, we need to investigate with the carrier. Their response can take up to seven working days.

That process is not an attempt to fob you off. Like you, we work hard for our money. We’re a British-owned, independent family business facing rising costs, and we cannot send out another 25kg bag every time a parcel is delayed before establishing where the original has gone. Once the investigation confirms what happened, we’ll put it right.

We want independent businesses to survive and customers to have a real choice beyond the big corporations. We ask you to see the bigger picture while we follow this up, even though we understand how frustrating the wait is.

Svar från Superpet Limited

15 sep. 2026

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.

Svar från Superpet Limited

Uppdaterad 15 sep. 2026

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.

Svar från Superpet Limited

7 sep. 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.

Svar från Superpet Limited

19 aug. 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.

Svar från Superpet Limited

15 aug. 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.

Svar från Superpet Limited

4 aug. 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.