Purrs In Our Hearts - Cat Forum UK
Cat General => General Cat Chat => Topic started by: Tan on March 01, 2011, 12:52:09 PM
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Hey hunnies
We searched for ages to find the best price cat food to buy in the most food for our Leslie Eight lives cat rescue and we found Viovet was doing 48 pouches for £7 odd so i put on am order spent £163 as below which has been taken from the Purrs account. Ha d an email confirmation of the order....
VioVet
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Order Number: 302227
Date Ordered: Sunday 20 February, 2011
Donation of Food for Cat Rescue Eight Lives Left Rescue. If there are any delivery Problems, please call ........ Thank you.
Products
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8 x Felix - Mixed Jelly Pouches - Fish Selection » 48 x 100g Wet Cat Food () = £62.96
7 x Felix - As Good as it Looks Pouches - Ocean Selection » 48 x 100g Wet Cat Food () = £51.31
7 x Felix - Supermeat Pouches - Chicken, Rabbit, Tuna & Salmon » 48 x 100g Wet Cat Food () = £49.56
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Delivery - FedEx Courier (Delivery day after dispatch*. Signature or 'Leave Instructions' required.): £0.00
Total: £163.83
I was sent an email on Weds 23rd saying all 48 pouch boxes were out of stock and will be in within 3 days ....
Thank you for your recent order with VioVet. This email is just to let you know that we have been let down by our suppliers for the following item(s) in your order:
Felix - As Good as it Looks Pouches - Ocean Selection » 48 x 100g Wet Cat Food
Felix - Supermeat Pouches - Chicken, Rabbit, Tuna & Salmon » 48 x 100g Wet Cat Food
Felix - Mixed Jelly Pouches - Fish Selection » 48 x 100g Wet Cat Food
The item(s) are out of stock with our suppliers at the moment, but we have been told that they due in with us in the next few days. We will do our best to keep you informed of any further delays or updates to your order, should they occur.
Your order will remain active and will be dispatched as soon as the stock becomes available unless you say otherwise, so please contact us as soon as you can if you wish to change anything related to this order.
We are very sorry for the delay and any problems caused by this.
Brief Order Information
Your order number is #302227 (please quote this number in any correspondence with us about this order).
The order was placed on Sunday 20th February 2011 at 2:26pm.
For more detailed information about your order, including the products ordered and the delivery address, please see this page.
If you have any questions or comments, please reply to this email and we will be happy to help.
Kind Regards,
VioVet
If you are not the intended recipient, please contact us and we will correct our records.
Now they have rang Les and said that the advertised price was wrong and we owe them another £280 for the order >:( >:(
Can they do this???
Not only that one of our members put in an order for the same 48 pouch at that price after i did and Viovet sent the goods at that price!!!
>:(
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This is disgusting .................
You can use the website to request an order. You are able to change the content of your order at any time before payment is made by following the steps on the website. If you want to change your order after this time, you can telephone us on 0800 0 84 26 08. Orders cannot be changed after they have been dispatched.
We reserve the right to decline the acceptance of any order, or cancel an order, in full or in part, for any reason at our absolute discretion. We will inform you that we have received your request for an order by sending out an Order Confirmation email. Then we will check the availability and suitability of all items requested. We only accept the order and agree the contract to supply at the point when we email you to say that your order has been Dispatched/Delivered. You warrant that all information supplied by you to us during the order process is true and complete to the best of your knowledge. It should be noted that images of products on our website are there for illustration purposes only and the packaging and/or contents of the items delivered may vary. Lots of manufacturers change packaging from time to time and so it is not possible for us always to have the most up-to-date images online
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>:(
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>:(
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can we just cancel and use pets at home instead. :'(
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Is there a contact number? I can call and ask what the heck they're playing at if you want?
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Tan Pet supermarket have a couple of deals on
Don't know if anyone has a CP contact near Lesley but CP have a food deal with Purina and get sachets and tins of felix and Purina Dry food at very silly prices - you do need to order a pallet though but sure some CP folks could help out with that
May also be worth ringing Royal Canin and Hills as they have damaged bags at really silly prices and may like a good bit of publicity for helping out a rescue good news story there somewhere
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They will only send 8 boxes for the price we paid i am sooo angry >:( >:( >:( >:( >:(
They knew it was for urgent rescue cats and the manager WILL NOT DO ANYTHING!!!
They now will refund the order takes 5 days or longer before i can refind and buy from elsewhere.
:( :( :( :(
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Tan if they have a feedback comment box then perhaps some nice wording!!!!
Still check with CP reps and Hills and RC they are usually very open to rescue causes needing help they have donated things for my CP open days this is usually bags of food and some other stuff so may be worth a try
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Is this an open forum or do you have to be a member to read posts? I cant remember but if its an open one I will happily link to this post on facebook
love
Tab
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I assume you can cancel the whole order??
I won't use them again that is for sure, it could have happened to any of us
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Thanks liz hun :hug: We will search again for the best price and deal to help Les and her needy cats as much as we can. If any CP member can get good prices on cat food for Les's rescue cats , can ya pm me :thanks: :hug: :hug:
I just can't believe Viovet has done this. What an uncaring company. :(
Yes this post can be seen by all public. and yes definitely any order placed with Viovet can be changed cancelled by them at any time for any reason they want even after they take your money!! So prices and info on their web site are definitely not reliable!!
Yes have had to cancel whole order as they wanted £280 more!! A company for profit only with no heart!! :( :(
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Tan - Helen pointed me in the direction of a few decent felix offers lately - PAH 2 x 24 AGAIL for £10
http://www.petsathome.com/shop/felix-adult-pouch-as-good-as-it-looks-favourites-select-cat-food-100gm-24-pack-14663
and Amazon has regular offer of 48 pouches AGAIL for £12 with free delivery
http://www.amazon.co.uk/Felix-AGAIL-Pouch-Mixed-Pack/dp/B003QXN3KM/ref=sr_1_1?ie=UTF8&qid=1298987972&sr=8-1-catcorr
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Hmmn, I was under the impression that as long as payment was taken ie the money left your card, then the contract was formed then :shy:
They say all publicity is good publicity but based on this problem with www.viovet.co.uk I don't think I'd want to risk using them myself. Very poor service, even more so due to the fact that the food was intended for the tummies of rescue cats >:(
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I thought they were honour bound to complete the order. There have been instances when the big sotres have advertised the wrong price and had to honour it.....
amazon - It later emerged that Amazon did indeed make a price mistake the HP iPAQ H1910 Pocket PC should actually be £287. They said "We will be cancelling orders made for the HP iPaq Pocket PCs at the incorrect price this morning. As the Conditions of Use clearly state, there is no contract between Amazon.co.uk and the customer for an item until Amazon.co.uk accepts the customer order by an email confirming that it has dispatched the item. Until that time, Amazon.co.uk is within its rights to not accept any customer order".
http://www.avvo.com/legal-answers/does-internet-company-have-to-honor-an-incorrect-p-395059.html
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http://www.onlineshoppingrights.co.uk/can-websites-change-prices-once-ordered.html
it looks as though a lot of complaints to the website are in order.....
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my email----
A order has been placed for some cat food to go to a fellow struggling rescue.
Money was raised and the internet searched to find a good deal.
A order was placed with yourselves and acknowledged by yourselves.
You are now refusing to honour the price.
Shame. Is this is a scam to lure people to your site? The least you can do is to acknowledge your mistake and honour this order.
This sort of thing spreads like wildfire across internet forums and you find yourselves blacklisted by a lot of rescues and individuals alike.....
Angie
Coventry Cat Group
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like it Angie.
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http://www.facebook.com/search.php?q=viovet&init=quick&tas=0.5421952904749392&ref=ts#!/pages/VioVet/86968174200?v=app_6261817190
They have a facebook page ... with the facility to leave a review!!!! If anyone wants to leave a review http://www.facebook.com/search.php?q=viovet&init=quick&tas=0.5421952904749392&ref=ts#!/pages/VioVet/86968174200?v=app_6261817190
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Excellent email Angie. :hug:
It a fact that any prices as advertised on the Viovet website can be changed to suit their pocket any time they like even after they have taken your money. :Crazy: They say it is not until they dispatch any goods that a contract is made to sell with them. :Crazy:
So they dishonour Purrs's cat food order even after they took the money (which was from funds raised by our caring members to help Eight lives rescue cats urgently) but still honour the same food box purchase at the advertised price for another order.
Not only that but they sent the "waiting stock email" 4 days later then the order date so i kept the order live with them expecting the food to still be delivered to the rescue soon. Now today they say NO and will not honour the purchase even after payment which they have had for over a week.
Why were we not contacted as soon as the order was placed to say, they could not except payment and order as there was no stock left at that price!! I could of then found another supplier at that time and the rescue cats would have the food by now.
What so saddens me so very much is that this food order was for needy cats in rescue, for a rescue that cares deeply and saves many cat lives. A rescue that is struggling and hence the food order at the best we could possibly find to help the rescue cats as much as possible.
It's not right :( :( :(
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This is truely awful but having been searching web for various things in last week and the terms and conditions on many sites are becoming very bad and am sure under contract law would be reguarded as unfair.
Consumer council/ trading standards apply to online sales too but most are getting away with murder because people do not know their rights and are not prepared to push.
i hope the money comes back quick so a re-order with someone more reliable can be made,
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My email sent with order number
"I have 7 cats and moderate a cat website with others. I understand that you are refusing to honour an order placed with charitable funds raised to help a cat rescue in severe difficulties. I just want to suggest you reconsider as the lady who runs the cat rescue in question is fighting as hard as she can to care for the 50 cats in her care in an increasingly difficult financial climate. To be promised a delivery of food at such a time, only to be let down, just increases the pressures laid upon her at a time when she can barely cope.
Sometimes it's just best to admit a mistake and do the honourable thing. I hope you recognise this to be one of those times."
Rosella *****
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Excellent Rosella hun :hug: :hug: :hug:
I am truly upset. I just don't understand how a large animal business could do this. The rescues struggle every day and the little bit of help we can help them with was basically stamped on from Viovet. :( :(
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Initially Kodak said it would not honour the purchases, but eventually backed down
http://news.bbc.co.uk/1/hi/business/2864461.stm
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Well i could never do that on the Purrs shop. It's not right to make the mistake yourself on your own site, customers pay based on that price and then you say sorry it's wrong and you owe me more money. That's not fair and not right. If websites except the payment they should honour the price they advertised at esp if customer has paid and order confirmations have been sent.
I mean if you went into a shop and there was a cardi advertised at £7.99 and you paid for it, then the shop runs after you to say sorry you owe us another £2 as that cardi should have been £9.99 or we take the cardi back. Surely that's not right or fair?
:Crazy: :Crazy:
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The card situation is different cos goods have changed hands but they could refuse to sell you it at the till for that price.
Most companies however would sell it to you to keep good customer relations.
This is a complex situation and my feeling is that their was not an error in that price but proving that would be next to impossible.
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I agree with Gill. If there was an error in the price then how come they honoured DM's order >:( Can't have rules for one and not for others.
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My response on their wall!
Sadly having heard what you did to another small rescue in dire straights with regards to pricing of food we will not be ordering from you
I have a private rescue and ours eat 60 sachets and 3kgs + of biscuits a day so we would have placed a large order as we are always on the lookout for a reputable company offering food at a reasonable price - we spend in excess of £10,000 per year on food and the same on vets bills so now another company will get our orders
We also have several with medical conditions so there was an opportunity to have us spend a large amount
Obviously Customer Service is still in its infancy or non existant with regards to any large orders and mistakes made by your staff!
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My post on their wall ....
It's such a shame that this company feels it is able to pick and choose its customers. Another order placed after the "rescue" order was accepted at the price quoted and the order shipped. Rules for one and not another! This is NOT the way to win friends or get orders!
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My post on their wall -
I certainly do NOT *like* this company. A large order was placed to help a struggling rescue centre, the money had been raised online to feed the 50 cats in this rescues care. Viovet accepted the order, at the prices they had displayed and then decided their prices were wrong and are demanding almost another £300. SHAME ON THIS COMPANY
I have also just posted another one -
I will make it my job tomorrow to contact local papers in Kimpton! Think I might also take this to the local news .....APPALLING SERVICE
And I will too, I've got the afternoon off !!
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ALL FACE BOOK COMMENTS HAVE BEEN REMOVED!!!"!
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Legally the company is allowed to do this, the contract with online orders is not complete until dispatch, however most companies do not take payment until the item is dispatched.
Morally however, this is bad behavior on the part of Viovet and I think angering potential customers may not be in their best interest! Angry cat ladies.......fear us!!! ;D
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Someone could start a group :shify: :shify:
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Think this maybe worth taking to trading standards as I think they have only a certain time. It does not always go on whether payment has been taken by the company. The fact that they are with holding your money for a further 7 days means that they will be earning interest in their account on that as well.
Go with the facts and copies of emails and if possible a copy of the delivery note the delivery note and emails for the person who ordered after yourselves where they have honoured the order at the price concerned as they will then have a difficult time getting out of it if they have delivered an order at the price they are disputing with Purrs.
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They should not take any money if the stock at that price can't be sent.
All it would have taken is to say in my cart that there is not enough stock for the order and i would have not processed the order and paid them and would have gone to another supplier to buy in the food.
This is a simple e commerce shop software and i have this on Purrs small shop. Customers know if there is enough stock for their order as soon as they add the item to cart before any money is taken, i also have a note on each item if it's in stock or not and when stock is expected in.
The point was to get the food to Lesley asap!!
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This is awful.
I definitely wont be purchasing anything from www.viovet.co.uk the money was raised in good faith for Leslie's rescue >:( I've left a comment on the facebook page but it's not showing up
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They can't mess with comments at
http://www.dooyoo.co.uk/internet-sites/viovet-co-uk/
you can comment anonymously (as I did) but it takes 24hrs to publish though if you register first you can post straight away.
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they really shouldn't mess with cat women lol!
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This is awful.
I definitely wont be purchasing anything from viovet the money was raised in good faith for Leslie's rescue >:( I've left a comment on the facebook page but it's not showing up
Go to their review page and comment there,
They are removing all posts on the wall within a minute, pity they arent so good at sending out orders
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Shocking hiding valid reviews and complaints
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My comment has reappeared on viovets wall!
So now time to add to it cos doesnt have all details on and someone else has now added to it.
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I can't write on their wall .....scardy cats sitting on the doormat !
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I sure am glad you lot are on my side, I certainly wouldn't want to cross you lot. :scared: I am so sorry to have put Tan through all this, all she wanted to do was help me out and it's caused her such hassle.
Comments on Viovet facebook site are brilliant by the way.
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Coo hun no probs for me :hug: :hug: No worry for me. I just can't believe Viovet has done this to a Cat Rescue.
I have put an order through to Pets at home .. (now there is one lovely caring company who help rescues alot)
They are doing 2 x 24 box pouches for £10 and had discount code on top :)
Can't wait the 5 working days for Viovet to refund the money they have taken for the order over a week ago. I bet 14 days of the funds raised by us and paid for the order has sat in their bank account earning interest for the 14 days it will take to refund it!
Les hun Pets at home said order maybe delivered in sep parcels cause of weight and should be with you within 4 days.
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Excellent news Tan. Glad the discount code worked ;)
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someone at viovet is sitting on FB deleting comments.....just put another one on.....
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Tan - Helen pointed me in the direction of a few decent felix offers lately - PAH 2 x 24 AGAIL for £10
http://www.petsathome.com/shop/felix-adult-pouch-as-good-as-it-looks-favourites-select-cat-food-100gm-24-pack-14663
and Amazon has regular offer of 48 pouches AGAIL for £12 with free delivery
http://www.amazon.co.uk/Felix-AGAIL-Pouch-Mixed-Pack/dp/B003QXN3KM/ref=sr_1_1?ie=UTF8&qid=1298987972&sr=8-1-catcorr
Thanks Helen, Dawn & Sam for finding the Pets at home deal :hug: :hug: :hug: :hug:
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I just googled "Viovet customer service" and this was about 8 links down. Perhaps we should have expected the current response?
What does Affiliate Programme Program :innocent: mean exactly? Is Luke American? Not that our US pals are normally this unhelpful of course; quite the reverse in fact :shocked:
http://www.purrsinourhearts.co.uk/index.php?topic=17443.0
Thanks heavens for Gocat toys eh? :) ooops and PAH of course :yayyy:
Just found this too on feedback for Viovet on Amazon....
"Amazon had to cancel order when it had failed to arrive weeks later.Appararantly out of stock and couldn't get any more. Went elsewhere,ordered and received the food."
Date: 28 February 2011 Rated by Buyer: Yorkie
TBH it's not difficult to find a few such references of you google a bit >:(
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someone at viovet is sitting on FB deleting comments.....just put another one on.....
when you are on the viovet home page on FB ... on the top left hand side there is a REVIEWS tab ... go into reviews and comment there. They haven't removed any of the reviews.
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I think they will delete any "unhelpful" comments to them on any of their sites, can't have the public knowing can they! :Crazy:
Anyone is allowed to review have their opinion on a service/website/company and with bad customer service it is bound to lead to bad ones!
An Affiliate program is one where you register and have a link to the business on your site then you earn commission from orders made through that link. The zooplus one for the rescue fund has been good :) and Vet UK ones have been good for the rescues too :)
Yes hun ya right Gocat toys in USA (makers of the Da bird ) are brilliant and a wonderful cat loving company :hug: as is Pets at home :)
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I am now excommunicated from viovets wall :rofl: :rofl:
But the review section is doing very well :naughty: :naughty: :naughty:
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They can't mess with comments at
http://www.dooyoo.co.uk/internet-sites/viovet-co-uk/
you can comment anonymously (as I did) but it takes 24hrs to publish though if you register first you can post straight away.
Excellent place to also give a review :)
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Just to say we called ourselves a private rescue can't admit they are my family :rofl:
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:rofl: :hug: :hug: :hug: :hug: :hug: you are a huge wonderful rescue and a cats sanctuary which rescue many cats hun :hug: :hug:
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I love the review tab on the Viovet facebook page, viovet if you are reading this as well, a word of warning..... DO NOT MESS WITH US CAT WOMEN !!!!!
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Esp when we have raised the funds to help a cat rescue out - It's hurts our very sole and the reason Purrs is here!!
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Just want to add my support here, cant say more as I do not understand such things. :hug:
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I have just posted the link to Viovets on the Pets at Home facbook page and asked if Pets at Home can step in and help, told them would be good publicity for them :briggin: you never know they may send Lesley some more much needed food
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Pets at home helped and supported us in the Auction and through Pets at Home thank gowd we have managed to correct Viovets pricing error and bad service for rescue.
I have also contacted Pets at Home to start an affiliate program with them vis a link on Purrs. It's caring animals business's like Pets At Home we want to help promote as they care for the rescue cats and do help them. :Luv:
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do you need to be a member of facebook to see the page?
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I suspect so but will put the review page link in here and you can try and look.
http://www.facebook.com/?sk=messages#!/pages/VioVet/86968174200?sk=app_6261817190
Two posts on the wall had lasted until a few mins ago and have now been removed by viovet!
They must have been sleeping this morning :rofl:
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It may be a red herring but just had a missed call from Fed Ex. Tried phoning back but, although showing as the main number on Google search, it is acting as a mobile and says it is currently unavailable. Viovet use Fed Ex but Pets at Home use Royal Mail and home Delivery Network.
As I say it may be a complete red herring but I'm not expecting any other deliveries. :shify:
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ooo are Viovet showing some compassion! ;D Hope so! It would certainly help to put them in a better stead with us and cat rescuers after their mess up! Lets's hope so!
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It may be a red herring but just had a missed call from Fed Ex. Tried phoning back but, although showing as the main number on Google search, it is acting as a mobile and says it is currently unavailable. Viovet use Fed Ex but Pets at Home use Royal Mail and home Delivery Network.
As I say it may be a complete red herring but I'm not expecting any other deliveries. :shify:
KEEP RINGING KEEP RINGING :crossed:
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ooo are Viovet showing some compassion! ;D Hope so! It would certainly help to put them in a better stead with us and cat rescuers after their mess up! Lets's hope so!
I must say that according to an email I received from Luke (viovet) this morning says they aren't impressed that I've contacted a local paper either :oops: :evillaugh:
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Ooooo I so want to know if that is Viovet sending the food, any luck with the number Lesley ?
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ooo are Viovet showing some compassion! ;D Hope so! It would certainly help to put them in a better stead with us and cat rescuers after their mess up! Lets's hope so!
I must say that according to an email I received from Luke (viovet) this morning says they aren't impressed that I've contacted a local paper either :oops: :evillaugh:
They've replied to someone? well thats progress!
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Sorry, it was a red herring - not fed ex, my mistake, SORRY.
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Sorry, it was a red herring - not fed ex, my mistake, SORRY.
Noooo - never mind :hug:
I sent an email asking if they would reconsider and honour the purchase that was made in good faith. I said that £300 isn't alot to them but was EVERYTHING to the small rescue.
Basically his reply was that, "How did I know if £300 was alot to them or not, as infact it was a loss they couldn't take"....He said that they had offered a reduced amount and that was their final offer. He also wasn't with being threatened with the newspapers and said that would make them stand their ground even more .... :(
I have connected the local rag .....should I continue or just leave it ??
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No worry hun. :hug: :hug: I wasn't hold my breath Shame though.
Funny that Luke has said Viovet are not impressed - Sadly we and the rescue cats were also not impressed with the way the order has been handled. I mean shame on us for going to the Viovet website and placing on order for a large amount and thinking the prices on their site were right! :-: Still thinking that when they kindly informed us of no stock but will have it within 3 days, so we waited and then Bam!.. They got it all wrong and won't honour the order even though they took the money!!
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Here's a quote from Luke
"We honestly have done everything we can to be as helpful as we can possibly be in the situation (which we are under no legal obligation to do)"
*ahem*
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Noooo - never mind :hug:
I sent an email asking if they would reconsider and honour the purchase that was made in good faith. I said that £300 isn't alot to them but was EVERYTHING to the small rescue.
Basically his reply was that, "How did I know if £300 was alot to them or not, as infact it was a loss they couldn't take"....He said that they had offered a reduced amount and that was their final offer. He also wasn't with being threatened with the newspapers and said that would make them stand their ground even more .... :(
I have connected the local rag .....should I continue or just leave it ??
Yes their reduced amount offer was to pay them another £144 on top of the £163 already paid to get the goods which would make the goods much more expensive than what we could get elsewhere!
It wasn't our aim for the rescue cats to buy in less food for for more money but quite the opposite!!
It's sad they want to loose our future custom and promotion. :stupid: So be it.. shame!
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I say continue Michelle, if Viovet couldnt afford the £300 loss they could have at least sent some food to Lesley for free as a goodwill gesture. They are being awful I think, surely if they had sent 2 x boxes of 48 pouches as a good will gesture we would be off their backs, all they have offered is good at more expensive prices than anywhere else.
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I find this pretty disgraceful. They clearly thought they could absorb the £300 loss when they were offering the promotional price and just suddenly decided they'd rather not, to Lesley's/Purrs cost.
I find it dreadful customer service and have told them as much in my review just placed on their page! I may go back and add another under my catnip sack user page ;)
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What a fiasco from this place -talk about appalling customer service and non compassion ! :censored: :censored:
Hope they go under and no-one buys from them .
So sorry Lesley , at least PAH have helped and they will also gain more customers with their attitude.
My PAH is not too far and going down in a few days before offer ends to stock up for Winston !
Yes Michelle, i would still contact the paper - name and shame !!!
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Viovet have now removed their review page from their Facebook - obviously can't take criticism. >:(
Also think Luke has missed the point that he will be taking more than a £300 loss if we have affected his future sales. :sneaky:
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Reviews tab has gone :(
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They have also removed their discussion page as well lol
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You cant comment at all on the page now, wall or anything. Michelle, get that newpaper on the phone !!
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did put about contacting trading standards on there yesterday about this lol
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Oh my they are bad.
However the reviews lasted 24 hours plus and all in that time were aboiut how bad they were and reckon they missed taking it out :rofl: :rofl:
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Well I managed to copy my review before they took them down, it is as follows:
I am disgusted with this company and their supposed customer service. An emergency fundraising drive led to an order being placed with Viovet for an independent rescue close to shutting its doors. The money was taken and order confirmed.
Some days later a follow up email was sent stating items were out of stock and that they now in fact did not want to honour the advertised prices and instead wanted to increase the prices significantly. After contacting Viovet to explain the situation and that the whole reason the order was placed with them was due the extremely good deal offered at the time of order, Viovet have washed their hands of any responsibility and offered nothing but excuses as to why they can't show a bit of goodwill, outstanding customer service and in turn generate themselves a bit of excellent positive publicity by agreeing to continue with the order at the originally advertised prices.
I will never order from you and will be telling everyone with any pet not to either.
I have worked in customer facing roles all my working life and find the level of customer service offered quite disgraceful.
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Think i may have to give in and join facebook ;D
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£300 loss my :censored:
Pets at Home have an offer on whereby 48 pouches (4 boxes) are £10. They also do a 10% off first online order so that's £9 for 48 or rather £2.25 a box of 12.
The viovet offer worked out to £1.97 a box (£7.87 for 48) so what they are actually talking about is 28p a box :tired: After the appaling customer service from www.viovet.co.uk I certainly won't be using them in the future and I dare say that many others feel the same.
If the price was a mistake and they had said so from the offset then fair play but they actually sent an email confirming the order then a separate email AFTER the confirmation that the order was vaild and they were waiting on stock. In addition a smaller order placed AFTER the rescue order was fulfilled - how so if the price was a 'mistake'? Why then continue to take payment for the items too?
Thank you for your recent order with VioVet. This email is just to let you know that we have been let down by our suppliers for the following item(s) in your order:
Felix - As Good as it Looks Pouches - Ocean Selection » 48 x 100g Wet Cat Food
Felix - Supermeat Pouches - Chicken, Rabbit, Tuna & Salmon » 48 x 100g Wet Cat Food
Felix - Mixed Jelly Pouches - Fish Selection » 48 x 100g Wet Cat Food
The item(s) are out of stock with our suppliers at the moment, but we have been told that they due in with us in the next few days. We will do our best to keep you informed of any further delays or updates to your order, should they occur.
Your order will remain active and will be dispatched as soon as the stock becomes available unless you say otherwise, so please contact us as soon as you can if you wish to change anything related to this order.
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They have a blogspot lol
http://viovet.blogspot.com/
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£300 loss my :censored:
Pets at Home have an offer on whereby 48 pouches (4 boxes) are £10. They also do a 10% off first online order so that's £9 for 48 or rather £2.25 a box of 12.
The viovet offer worked out to £1.97 a box (£7.87 for 48) so what they are actually talking about is 28p a box :tired: After the appaling customer service from www.viovet.co.uk (http://www.viovet.co.uk) I certainly won't be using them in the future and I dare say that many others feel the same.
If the price was a mistake and they had said so from the offset then fair play but they actually sent an email confirming the order then a separate email AFTER the confirmation that the order was vaild and they were waiting on stock. In addition a smaller order placed AFTER the rescue order was fulfilled - how so if the price was a 'mistake'? Why then continue to take payment for the items too?
Thank you for your recent order with VioVet. This email is just to let you know that we have been let down by our suppliers for the following item(s) in your order:
Felix - As Good as it Looks Pouches - Ocean Selection » 48 x 100g Wet Cat Food
Felix - Supermeat Pouches - Chicken, Rabbit, Tuna & Salmon » 48 x 100g Wet Cat Food
Felix - Mixed Jelly Pouches - Fish Selection » 48 x 100g Wet Cat Food
The item(s) are out of stock with our suppliers at the moment, but we have been told that they due in with us in the next few days. We will do our best to keep you informed of any further delays or updates to your order, should they occur.
Your order will remain active and will be dispatched as soon as the stock becomes available unless you say otherwise, so please contact us as soon as you can if you wish to change anything related to this order.
Their quoted prices on the website now for Felix 48 pouch packs are all just over £22 each - that is certainly not cheap, far from it!!!
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They just didnt want to send the quantity ordered by Tan, the prices were right I am sure of it, stock clearance maybe, as Tan knows )she also has my order number etc), I placed a much much small order after Tan of the food at the prices quoted and a wormer for Kenny and my ordered was delivered. They are sharks and should be named and shamed :naughty:
I wonder if Paypal would help Tan ?, I know they are really good at disputes etc, they may take away the paypal payment option from Viovet
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This is now on their blogspot lol
Would not order from these as they accept orders, confirm orders then say the items are out of stock and then demand nearly £300 when this was to help a struggling rescue out.
TOTALLY UNACCEPTABLE FOR THIS COMPANY TO BEHAVE LIKE THIS
2 March 2011 09:41
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This could have all been so different...
Online community raise funds for cat rescue on the brink of closing, food is purchased from www.viovet.co.uk for said rescue cats - the price is an error but as they have taken payment and sent emails saying the order is still active they honour the price. Happy rescue cats and lots of potential new customers impressed with the service from www.viovet.co.uk purchasing repeat orders of Frontline, Drontal, prescription meds, cat food, cat litter toys etc. Purrs has over 3600 members not to mention a huge number of unregistered guests browsing.
I actually feel a bit sorry for www.viovet.co.uk for the missed opportunity as they have now suceeded in alienating themselves from a huge purchasing audience with their appaling treatment of a struggling cat rescue :doh:
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I actually feel stupid believing their email of "let down by suppliers, but your order still active and will be delivered as soon as stock is in"
Had this stock email 4 days after placing and paying for the order.
No mention here whatsoever of "oops sorry the price on our website was wrong" at all!! According to that email i thought the stock would be sent when in!
1st i knew they would not deliver the goods ordered and paid for is when they actually rang Lesley at Eight Lives left rescue to say they wanted another £280 for the order!
Now is that adding to Lesley's worry on top of all the rescue worry! >:(
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I actually feel stupid believing their email of "let down by suppliers, but your order still active and will be delivered as soon as stock is in"
Had this stock email 4 days after placing and paying for the order.
No mention here whatsoever of "oops sorry the price on our website was wrong" at all!! According to that email i thought the stock would be sent when in!
1st i knew they would not deliver the goods ordered and paid for is when they actually rang Lesley at Eight Lives left rescue to say they wanted another £280 for the order!
Now is that adding to Lesley's worry on top of all the rescue worry! >:(
As a matter of interest Tan, did you give them my phone number as a contact? did you give them your number as well? I am curious as to why they contacted me about the price difference rather than you who placed the order. They had send the order confirmation and e-mail stating the out of stock direct to you. Were they just hoping I would pay up without querying it or contacting you?
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Lesley you dont by any chance come anywhere near Windsor or Amersham do you ?, if so I could get the food I got from them to you, it is not a lot but it would help, I cant post it as it would cost more than the food is worth. :(
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Lesley you dont by any chance come anywhere near Windsor or Amersham do you ?, if so I could get the food I got from them to you, it is not a lot but it would help, I cant post it as it would cost more than the food is worth. :(
Don't be silly, you bought that for you and it is certainly not your fault that you got it at the right price and mine didn't get accepted. Your cats deserve their munchies. :Luv2: :Luv2:
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I actually feel stupid believing their email of "let down by suppliers, but your order still active and will be delivered as soon as stock is in"
Had this stock email 4 days after placing and paying for the order.
No mention here whatsoever of "oops sorry the price on our website was wrong" at all!! According to that email i thought the stock would be sent when in!
1st i knew they would not deliver the goods ordered and paid for is when they actually rang Lesley at Eight Lives left rescue to say they wanted another £280 for the order!
Now is that adding to Lesley's worry on top of all the rescue worry! >:(
As a matter of interest Tan, did you give them my phone number as a contact? did you give them your number as well? I am curious as to why they contacted me about the price difference rather than you who placed the order. They had send the order confirmation and e-mail stating the out of stock direct to you. Were they just hoping I would pay up without querying it or contacting you?
They had my number with the account set up but i did say on the order to call you if there were any delivery probs ie thought if you were out at time of delivery etc . I had Purrs details for the billing and yours for the delivery so they should of rang me not you about the price!!
:hug:
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I actually feel stupid believing their email of "let down by suppliers, but your order still active and will be delivered as soon as stock is in"
Had this stock email 4 days after placing and paying for the order.
No mention here whatsoever of "oops sorry the price on our website was wrong" at all!! According to that email i thought the stock would be sent when in!
1st i knew they would not deliver the goods ordered and paid for is when they actually rang Lesley at Eight Lives left rescue to say they wanted another £280 for the order!
Now is that adding to Lesley's worry on top of all the rescue worry! >:(
As a matter of interest Tan, did you give them my phone number as a contact? did you give them your number as well? I am curious as to why they contacted me about the price difference rather than you who placed the order. They had send the order confirmation and e-mail stating the out of stock direct to you. Were they just hoping I would pay up without querying it or contacting you?
They had my number with the account set up but i did say on the order to call you if there were any delivery probs ie thought if you were out at time of delivery etc . I had Purrs details for the billing and yours for the delivery so they should of rang me not you about the price!!
:hug:
Interesting :shify: . Perhaps they thought I would not know purchasing details and would just pay excess. :-:
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? maybe. They knew it was going to a rescue and a donation of food as i put that on the order notes
Donation of Food for Cat Rescue Eight Lives Left Rescue. If there are any delivery Problems, please call ......... . Thank you
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Sorry, just caught up with this Tan, but is worth noting advertising standards have finally caught up with internet sites - any misleading ad content can now be reported and investigated in respect of internet sites as of 1st March. Might be worth reporting.
A price shown is, in legal terms, no more than an "invitation to tender for goods" and a company can refuse to accept an "offer" made in respect of goods, but where their site has incorrect information, this will not be sufficient to let them off the hook any longer.
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Thanks Sue hun :hug:
When legally is the contract made? Is it per the terms of the internet site or is it when the money exchange hands? I know that an internet site can change their site prices whenever they like and that like shops the price stated is only an invitation to make an order but not sure after you have made the order and paid and received confirmation and a stock delay notification saying goods will be dispatched as soon as stock is in, it looks like they have agreed the sale but has a contract been made at that point by law? Or is it only made if the shop actually dispatched the goods?
If the latter, then everyone who shops on the internet can have their orders changed and more money demanded to pay for the order even after they have paid per original price advertised! :scared: Seems very unfair :(
I would not do it on Purrs that price stated will always be the price peeps pay. and yes i do change the toys prices at times but whatever someone has ordered it will stay that price and i will honour that order.
:thanks: :hug: :hug:
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Sue hun had another thought ... if there is a special low price say for stock clearance do the sites not have to state that ie "only available while stocks last"
None of this would have happened if at the time of the order, if Viovet's site had said that all the stock was not available at that price. I would have therefore not gone through with it and gone straight to Pets at Home to order instead. Les would then have got the rescue cats food by now.
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Shall I start a boycott Viovet page on face book ? :shify:
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Tan, absolutely not. :hug: What they've done is unfair and in breach of their contract with you.
The contract is made when the offer has been made and accepted and the "consideration" (ie the cash) has "moved" (ie been paid). Once that has happened, the contract is binding. End of.
And yes, if stocks are low, then they should state "offer only available while stocks last"
Particularly interesting in light of Daisymac's order and delivery. >:( Thieves and brigands.
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Viovet did offer to do the order at cost and pay postage and card fees. But that still meant they were expecting more money. Just thought I should clarify that.....
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Nudum pactum est ubi nulla subest causa praeter conventionem; sed ubi subest causa, fit obligatio, et parit actionem.
A naked contract is where there is no consideration for the agreement; but, where there is a consideration, an obligation is created and gives rise to a right of action.
So there Viovet :P
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Bueatifully expressed, Rosella. :Luv:
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I am disgusted by viovet's behaviour. Making a mistake and then not honouring the price is annoying and disappointing but perhaps understandable. But by taking the money and then saying it will take 5 days to refund, they are preventing you from purchasing elsewhere and therefore causing a delay to what was an urgent need. I think they are relying on the fact that most people will not pursue this type of thing and aren't familiar with the legalities. I would have thought that money exchanging hands would make a contract, regardless of what they say on their website. certainly I would expect it to be grounds for showing a bit of compassion.
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Viovet did offer to do the order at cost and pay postage and card fees. But that still meant they were expecting more money. Just thought I should clarify that.....
Err, postage is free to everyone when spending over £29 and the card processing fee is a company cost which is part and parcel of running an online business which they don't charge any of their other customers. So what exactly were they offering to rectify their mistake? Nothing!
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So these site where a contract is only made whey they dispatch is not lawful? Coo i know a few sites that say that on their terms! But....
I notice on some other orders i have made with big internet companies is they have a disclaimer on the order confirmation actually saying that ....
The Legal Stuff
This email is only an acknowledgement of your order and not an acceptance amounting to a contract. Acceptance of the contract takes place when we send you an email notifying you that specific items have been despatched to you.
But these companies do not take the money at the time order - only when the items are dispatched!!!!! That is the difference !!!
Viovet took the money on order did not state anything on the order confirmation email about a contract only in place when dispatched nor said anything about a change in price in the stock delay email!! :Crazy: Nor said on their website that the special price was while stocks last!
Yeap will confirm Viovet did offer for us to pay another £144 on top of the £163 i already paid so a total of £307 which was an offer of the 22 x 48 boxes at cost, no delivery charge. But They offer to all customers no delivery charge on all orders over £29 anyway and £307 for 22 boxes is way more than the cost we could buy in the food at Pets at Home.
The wonderful Pets at Home order has cost £164 incl discounts for 960 pouches of Felix. Viovet's price on their website was £164 for 1056 pouches so was the best deal we could find at the time for the rescue cats food and the one we ordered and paid for.
The difference between these two is only 96 pouches and only £15.74 worth!!! Where they get the £144 extra they wanted i don't know!! :Crazy:
Pets At Home this am has said one lot (672 pouches) has already been dispatched and one soon (288 pouches) to be dispatched. ;D ;D
Thank you Pets At Home :Luv: :Luv: :Luv:
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I am disgusted by viovet's behaviour. Making a mistake and then not honouring the price is annoying and disappointing but perhaps understandable. But by taking the money and then saying it will take 5 days to refund, they are preventing you from purchasing elsewhere and therefore causing a delay to what was an urgent need. I think they are relying on the fact that most people will not pursue this type of thing and aren't familiar with the legalities. I would have thought that money exchanging hands would make a contract, regardless of what they say on their website. certainly I would expect it to be grounds for showing a bit of compassion.
Yes we couldn't wait for the refund as we would have missed the Pets at home offer so had to act quick as soon as we knew they would not honour the order to get a deal that gave Les as much food as poss for the money raised.
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But these companies do not take the money at the time order - only when the items are dispatched!!!!! That is the difference !!!
Exactly so.
I suspect Viovet is an offshoot of the insurance company "OneCall" with whom I'm in similar dispute over refunds - bin 21 days and I haven't had a penny of my dosh. Thieves and brigands - I say it again - thieves and brigands!
But well done Pets At Home. Has altered my opinion of them somewhat.
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It says on their website that Viovet work in conjunction with a veterinary practice in Hertfordshire - would love to know which one. Certainly wouldn't want to go there.
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Had to laugh at this! Looks like they are having trouble taking payments, shame they didn't have trouble taking payment for items they had no intention of sending out >:(
Payments: We are experiencing intermittent problems with processing payments at the moment, so please do try but if it fails then you should find it works again shortly. Once we are happy that the payment provider has resolved all issues we will remove this message. This is not a security issue, don't worry!
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It says on their website that Viovet work in conjunction with a veterinary practice in Hertfordshire - would love to know which one. Certainly wouldn't want to go there.
Looks like the vet practice is a family one - Luke Cousins deals with the farcical website and (Daddy?) John Cousins is the dispensing vet.
VioVet medication dispensing under control of John Cousins, BVSc, MRCVS.
Web & IT systems development and maintenance by Luke Cousins.
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http://www.caytonvets.co.uk/index.php (http://www.caytonvets.co.uk/index.php)
For anyone in that area, this is the vets they are in conjunction with and they also run a cattery - Cats Whiskers
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It says on their website that Viovet work in conjunction with a veterinary practice in Hertfordshire - would love to know which one. Certainly wouldn't want to go there.
Looks like the vet practice is a family one - Luke Cousins deals with the farcical website and (Daddy?) John Cousins is the dispensing vet.
VioVet medication dispensing under control of John Cousins, BVSc, MRCVS.
Web & IT systems development and maintenance by Luke Cousins.
LOl Great minds Lesley !!
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Never heard of any trouble with the vet practice they have, just upset how our order was treated on their website. Thanks to Pets at home and us being able to get the bulk food at a good price, i won't be taking the order trouble any further but i do hope that they put in place on their website notices if any stock is a clearance item and so only on special offer for that limited stock and also not take payment until dispatch if they will only enter into a contract of sale on dispatch of the order.
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A valuable lesson learned, shame it was at the expense of feeding poor rescue cats :( Stick to reputable retailers such as www.petsathome.com or www.vetuk.co.uk
Incidentally VetUK donate 5% of the order total to rescues if you click through a rescue link - CovCats, Paws Inn & Canterbury CP all have the link on their website.
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I've actually been defending PAH for a couple of years now because their whole approach to helping rescues etc. has improved radically on what it was. They are still not perfect but there's solid signs the intent is there to do good things through all kinds of stories I hear about... they continue to grow in my esteem. :Luv:
As for that other bunch... "intermittent problems processing payments'' smells like they haven't paid their merchant bills to the sevice provider. They sound about to go up the bucket. :innocent: 5 Days is par for the course for straight forward automatic electronic refunds but a reputable company would ask the service for a rush refund. Trouble is that costs a fee and, err.... did I say they were going up the bucket? :innocent:
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On that note Tan have you have you had the refund yet? :scared:
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First food despatch from Pets at Home has arrived. THANK YOU SO MUCH EVERYONE. :hug: :hug: :hug: :hug: :hug: :hug: :hug: :hug: :hug: :hug:
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That's bril Les hun ;D ;D
Just had email to say 2nd part has also been dispatched ;D ;D
Love to you and all your little rescues there hun :hug: :hug: :hug:
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Excellent news ... well done PAH.
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On that note Tan have you have you had the refund yet? :scared:
Refund came back on the Purrs card today.
Hopefully Les has all the fud now :) and her gorgeous babes in her rescue care are scoffin themselves ;D