Denes Natural Pet Care Ltd 7A Coppetts Road, London N10 1NN

"update: denes has contacted me to apologise both via my customer service complaint and on here and i don’t doubt something did go wrong with the emails for me not to receive them telling me that my order was delayed. i did feel bad leaving such a harsh review but i think all of my order came about 2 days after i wrote the original review and they have now apologised so i felt a need to update. i had no idea my order was stuck because of the suez canal block and that’s no problem of the company. the service has been relatively ok seeing as they can’t control if something gets delayed. more transparency with the customer about these things would make things better for everyone but that’s probably a marketing team problem, not the problem of the complaints handler specifically, who did handle this as best as they could. still three stars because although i wasn’t being scammed like i thought, clarification and transparency upfront would’ve caused less friction. as i don’t doubt a lot of complaints are coming through, pls remember to direct anger at the company/marketing team/whatever, not directly at the complaints handler !! edit: i made the original review 2 weeks ago. ordered 60 tins of thrive wet kitten food on april 7. it’s 9 may and it still has not been delivered. i don’t think i even got an order confirmation email or a card transaction confirmation email. order status has been ‘processing’ the whole time. yes uk is having a shortage of pet food but if it’s unavailable right now, it should have said out of stock like all the other websites. did not have and still haven’t been given a predicted delivery date. only 5 mins ago contacted customer service out of annoyance but if i hadn’t remembered, i don’t doubt it would’ve stayed as a pending order for a few more months, if it ever gets delivered at all. pretty sure if i search my inbox for denes, nothing will come up, no sorry for the delay or anything. honestly a full refund would be fine at this point. plus found it odd that their products on their website don’t have reviews at all so you wouldn’t hear about this delivery rubbish if you were just looking at their website. anyway there were a few red flags i noticed when i was ordering but they were the only place that had thrive kitten wet food in stock. i guess you can never go out of stock if you never ship any of your orders. i never ever leave reviews but seriously oh my god. just say you don’t have it and give a full refund. the customer shouldn’t have to follow up on an order themselves. you are the one being paid for your service, please act like it."

"I ordered some Rhus tox 30c 15ml on the 14th December which still as not arrived. I contacted Denes today but they are on Christmas break until the 4th January. Tracking number does not work. Just to put some perspective I ordered some Christmas decorations on Saturday from a shop in Lancashire which arrived on Monday. Denes are based in London so I am I. I want to put this on record as every company that was not great prior to covid seem to use this excuse for there incompetency. I hope not to order from this company again. Poor customer service. The person who answered the phone needs some training on Customer care Chris who is very defensive. Denes despite reassurance on the 23rd December that they would post another order as off today the 6th January the order as still not arrived. I also have pointed out that I have ordered numerous on line orders by Royal Mail which have all been delivered without issue. 12th January still not received parcel. I asked for a refund which was refused so opened a case with PayPal. At no point have Denes stated the parcel was delivered as they would know this from the tracking. My advice is note the treatment I have been afforded to date."

"AFTER USING DENES PRODUCTS ON AND OFF FOR THE PAST TWENTY YEARS TO TREAT MY ANIMAL FRIENDS, , I AM MORTIFIED TO HAVE PURCHASED LIQUID GARLIC, TO USE AS A PREVENTATIVE TO FLEAS, ON MY 11 YEAR OLD DOG, WHO HAS NASAL CANCER. AS THE VET GAVE UP ON HIM, I HAVE GONE DOWN THE 'NATUEAL' ROUTE, IN A BID TO GIVE HIM A CHANCE AT LIFE. HE IS HAVING CBD OIL, AND HONEY BOUND WITH BICARBONATE OF SODA, ALONG WITH MANY GOOD QUALITY SOLGAR VITAMINS AND COD LIVER OIL WITHOUT VITAMIN E. HE IS ON A DIET OF LOW OR NO ACID FOODS E. G. CHICKEN, TURKEY, FISH AND GREEN VEGETABLES FOR THREE MEALS A DAY. OBVIOUSLY NO GRAINS. CAN YOU IMAGINE THEN, MY SHOCK AND HORROR, UPON DISCOVERING THAT THE SO NAMED 'NATURAL' LIQUID GARLIC FROM DENES, CONTAINS PARAFORMALDAHYDE, WHICH IS, ACCORDING TO RESEARCH FOUND ONLINE, CARCINOGENIC???? HOW THEN, CAN DENES CALL THIS A NATURAL PRODUCT PRAY TELL ME??? I CUT MY HAND ACCIDENTALLY THE OTHER DAY, AND BELIEVING THE INGREDIENTS TO BE SAFE, I ADMINISTERED SOME OF THIS SPRAY TO MY HAND, AS WELL AS ALL OVER MY POOR DOG, WHOSE SYSTEM HAS ALREADY BEEN COMPROMISED, AND IN MY PERSONAL BELIEF, WEAKENED FURTHER BY THE APPLICATION OF THIS PRODUCT. I AM THEN, FURIOUS AT THIS EVENTUALITY, AND HAVE COMPLAINED BITTERLY TO MY RETAIL OUTLET, WHO IS ALSO DISMAYED AT THIS DISCOVERY. I AWAIT YOUR RESPONSE DENES!!! ."