Felicity

Excellent communication and customer service regarding two online orders. I received delivery on the third working day after ordering.

The Petplan claim process - which I have used twice - is very straightforward and stress-free. I received email communications so I knew the claim was in hand and reimbursement being made. It's not great being in the position of making a claim for a pet, so thank you to Petplan for designing a customer-friendly approach.

On time, good communication re delivery times and delivery guys took shoes off before entering house - very thoughtful.

This business can only be contacted via their enquiry form on their website. I have not received a response to my complaint made via the enquiry form on 21 August 2024. A business model that restricts customer contact is not customer friendly. I was ignored at the Sutton branch for 45 minutes after checking in and being told to sit in waiting area - no explanation/apology, other customers seen by opticians ahead of me, and general chaos (eg equipment not working, opticians stressed, confusion over customers and terrible smell from toilet) and awkward conversations between untrained sales staff and customers (including a 16-year old girl). The response from the business to my 1 star Google review, in which I said I had submitted a complaint, was to ask me to submit a complaint. I need to work out how to cancel my direct debit for contact lenses without losing the money paid in advance.