Recently I have a complaint on the quality of Royal Cannin Adult Medium 15 kg bag. After opening of which for more than 1 month or so, laevae (worms) were found inside the dog food.
My complaint was taken promptly on 16/6 (Sat) and within 3 days over the weekend, I got a free replacement bag for 15 kg delivered to my house on 19/6. That was very helpful because my dog would not subject to be fed with any other substitute food for too long.
Thank you again and I appreciate very much your prompt handling and resolving of my complaint.
but the courier said they won't deliver after 6pm.
The bads; in the categories I searched (e.g. cat toys) practically everything was out of stock. Up to 70% of items out of stock. Also, the support on the chat function just ‘disappeared’. Chatting the one moment, gone the next!
Hi Theodor B,
Thank you for your review and your valuable comments.
We acknowledge that the availability of products in categories other than pet food and supplies has been lacking. We have shared your feedback with our management team and more will be done to ensure that we have a greater variety of products and ensure they are in-stock for our customers to purchase.
Regarding the chat function, we have since greatly improved our communication tools with our customers. You can still contact us via our website but we have a hotline (81913234), WhatsApp (98479066), Facebook Messenger (@ePet.hk) and Instagram Direct Messaging (@epet.hk) for dealing with our customers' inquiries.
We are normally very responsive during our office hours:
- Monday to Friday: 10am - 7pm
- Saturday: 10am - 2pm
- Lunch Hour: 2pm - 3pm
- Closed on Sundays & Public Holidays
Best regards,
At ePet.hk, we put our Pet Friends first.
We’ve been trusted by thousands of Pet Parents to deliver food, treats, toys, health and hygiene products, directly to their door. We stock all major Pet Brands and quality-check every single bag, pouch, can, bottle and box. That’s why we’re confident in our 14 Day No Quibble Return Policy. On top of that, our products are immediately available for orders and we offer a speedy delivery service that is Free When You Order Over $250.
Don’t just listen to us, listen to our Pet Parents too, as they’ve sent us thousands of reviews. Every day we’re told our Pet Friends are satisfied and happy, which is why we continue doing our best day-in, day-out.
Don’t stop now, register with us to receive a $25 coupon for your first order, or place an order by clicking on the “Visit Website” button below.
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Hi Chocky,
Thank you for submitting your review. Would love to hear from you on how we can improve our products and services. Please feel free to contact us by emailing: sales@epet.hk.
Best regards,
www.epet.hk