“Terrible customer service. I actually want to buy a substantial amount of stuff but I have been waiting for a response for months. No one answers their website forms or answers their phones. It’s ridiculous”
Hi Alex,
Thank you for your feedback.
I am sorry to hear that you are experiencing some difficulties in order to contact us.
It is indeed strange that you haven't heard back from us yet. We sometimes may take longer than usual to reply in busy times however we always make sure to reply to the messages that we receive.
Unfortunately I could not locate any previous communication from you with the name that you left on your review.
Our email address is the following : info@omlet.com.au
Alternatively, if you cannot reach us by phone, please leave us a voicemail and we will make sure to call you back when we can. Our phone number is 02 8103 4124 and our lines are open Monday to Friday, from 8.30am to 4.30pm AEST.
Thank you for your patience and we are looking forward to hearing back from you soon,
Yours,
Clémence,
Team Omlet
“Faulty product. Not predator proof. Rubbish building supplies you’ll to buy your own to modify and keep the run together. Awful unhelpful customer service. I have a dead chicken now. Feeders are useless. Steps and coop are slippery. They won’t provide a contact for legal complaints.”
Hi Rachel
We’re sorry to hear that you have sadly lost one of your chickens and also that you are not satisfied with your Omlet products.
We have spoken to you by email over the past 2 weeks to try and find a satisfactory solution for you.
We have offered you the option to return your products under the 180 day returns guarantee for a full refund, an option which is still open to you if you would like to get back in touch with us.
Regards
Omlet Customer Service Team
“Overpriced rubbish that locks you into their brand. As an inexperienced chicken keeper you'll end up having to buy loads more of their gear that you didn't initially factor in like rain covers (AKA the worlds most expensive tarpaulins) so you chucks don't get washed out. Buy something else. Build something else. Don't waste your money on Omlet. I deeply regret getting into bed with this company and would send everything back if i could.”
Hi,
Thank you for taking the time to write your review.
We are sorry to hear that you are not completely satisfied with your Omlet products.
If you are experiencing any issue with any of your items purchased with us, please do not hesitate to contact our Customer Services team.
The products that we offer are one of a kind, this is the reason why we offer specific types of covers for example, that will fit the particular shape and dimensions of our runs.
When you purchase an Eglu Chicken Coop, you can choose the options that you desire when using our configurator available on the website. With any configuration, a feeder, drinker and egg boxes are always included. This allows you to get a 'starter kit'. Any covers, screw pegs, handles and other accessories are not necessary for all of our customers and can be indeed purchased additionally from our website.
Kind Regards,
Clémence,
The Omlet Customer Services team
“Amazing customer Service!
I bought a bed during the black friday sales however they have a long delivery time and my dog is sadly old and arthritic. The team at Omlet very kindly offered me a solution of a different bed, which was not in the sales and have not charged me extra.”
“Over engineered, over priced rubbish for people who are too inept to use tools. Instructions are horrendous. I am an ex zoo keeper and would not touch with a barge pole.”
Dear Aimee,
Thank you for your feedback.
We would like to understand better what happened in order to assist you as best as we can.
I was not able to locate your order with the information that you left on this review.
Would it be possible for you to contact us directly by email or by phone? You can find our contact info on our website: https://www.omlet.co.uk/shop/chicken_keeping/
Our contact details are different depending on your location so you may want to change the flag on the top right-hand corner of the main page to access your country details.
Thank you for your patience and we are looking forward to hearing back from you soon.
Kind Regards,
Your Omlet Customer Services team
“Ordered a guinea pig tunnel, almost two months later still waiting for delivery. No communication, poor service for what is effectively a high expensive piece of plastic.”
Hi Dave,
Thank you for your feedback. It is extremely important for us and it allows us to understand what aspects of our services could be improved.
We have been indeed impacted by the current economical context, which is why some of our products are experiencing longer delivery delays than expected.
We are working towards improving our communication channels, and in the meantime please don't hesitate to contact us by phone or by email. Our team is always available to provide you with the latest updates.
You have been in touch with my colleague who now made sure to inform you of the latest updates regarding your order.
Thank you for your patience and don't hesitate to contact us should you require any further information.
Kind regards,
Clémence,
Omlet Customer Services team
Hi,
Thank you for your review, apologies for the delayed reply.
After investigating, I understand what happened.
I contacted you directly to offer you a solution, I am looking forward to hearing back from you soon.
Best Regards,
Clémence
“Overpriced, Poor quality, Rusting, Brittle, Don't Touch.
Need 4 ppl to move it, very awkward and flimsy/warps. Plastic clips clip the pieces together and they go brittle in the sun and fall apart along with the plastic loops on the rain covers. Poles rusting and falling apart. Would never buy again. Paid over $1200 for the full setup 2mx2mx2m outdoors walk-in coop, eglu guinea pig hutch, rain/shade covers, definitely not the quality I was expecting for the money I paid. Would never buy again. Very disappointing purchase”
Hi Shell,
Thank you for your review.
For your information, the Walk-In Run has not been designed to be moved. The lightest structure sold weighs 40kg. Moving the enclosure often might indeed strain the clips, resulting in damages in the structure.
We have been in contact with you following a previous review in regards to your specific situation, and offered you a solution.
We are looking forward to hearing back from you.
Yours,
Clémence,
Omlet Customer Service team
“I was considering purchasing the omlet rabbit hutch and run because it is advertised as predator proof. Right before purchasing I looked a little closer at the fencing on the run and noticed that half way up the side it switches from what looks like 2 inch spacing to 4 inch spacing. For anyone living in the US with raccoons which is virtually the entire United States, raccoons can easily get through a 4 inch opening so this would NOT be predator proof against raccoons or any type of weasel and probably small rabbits would even be at risk from magpies, crows, ravens and owls. The set ups look very nice but please do not advertise that they are predator proof. I did not make a purchase.”
Hi Carolyn,
Thank you for your comment.
We completely understand your worries in regards to predators, which is why we are trying to create the safest products as possible for your little companions.
The mesh spacing on our rabbit run is the same on the entire run, 7.5cm x 2.5cm. If you choose to add the underfloor mesh, the latter is 7.5cm x 10cm, in order to not hurt your rabbit's little feet.
Our runs are made from steel weld mesh, which is a strong material, particularly in comparison to classic types of chicken mesh for example. In addition, extra protection is added thanks to the anti-tunnel skirt and underfloor mesh. This makes the run very resistant to fox attacks for example.
Depending on the types of predators present in your area, you may indeed need to add some extra protection to your run.
We stay transparent about the features of all our products. All the information allowing you to make an informed purchase is available on our website.
If you cannot find what you are looking for, or need some extra advice in regards to how to protect your animals from specific predators, don't hesitate to contact us. Our Customer Services team is always happy to assist you with any question.
Our US team is available to help you from 4am to 3.30pm Monday - Friday PST and 7am to 6.30pm EST.
Our phone number is 646-434-1104, and our email address is: info@omlet.us.
We are looking forward to hearing back from you.
Best Regards,
Clémence
“I have been waiting for some considerable time for my order of Verm X Herbal Pellets for Chickens to arrive, and I am still waiting !!
Paint drys quicker than this order does to arrive !!!”
Hi Clare,
Thank you for your review.
We have been in contact with you and have resolved your query.
Don't hesitate to contact us for any further information or any question.
Yours,
Clémence
“The omlet enclosures should never be purchased, they shouldn't even be allowed to be sold. They are awful. Far too small for a hamster to live and thrive. They cannot provide their basic enrichment needs - any hamster or gerbil living in here will display stress and stereotypy behaviours.
The cost is extortionate, you can buy a more suitable enclosure for a fraction of the cost,
Please do not purchase their enclosure.”
Hi Hannah,
Thank you for your comment.
We would like to try to bring you some reassurance about the size of our hamster and gerbil cage.
Animal welfare is our priority, which is why we devote a huge amount of resources to prototyping and testing to ensure that the products are the best that you can give your pets.
The cage expands itself on two levels. The tube, as well as providing exercise for your gerbil, leads your little animal towards an extra deep tray, allowing him to nest and burrow naturally. The upper level provides grip, without being uncomfortable on small feet, and has a smooth running exercise wheel as well as providing a feeding area. You can easily remove the lower level tray in order to move it around the house as well and interact with your gerbil.
However, we understand that any product can always be improved, it's a principle that we firmly believe in. Ensuring that our products are the best that you can give to your pets is our priority, and it is a continuous process that takes many different considerations into account. This is why your feedback is extremely important to us and our Product Design Team stays focused on the evaluation on this feedback for improvements.
We recognise that it is crucial to provide a safe, hygienic home, and plenty of enrichment and activity for the pets. Don't hesitate to have a look at our guides on our website which could be helpful as well.
You might also find the information on the RSPCA Hamster page useful: https://www.rspca.org.uk/adviceandwelfare/pets/rodents/hamsters/environment
Our Customer Service Team is staying at your disposal if you have any further questions.
Yours,
Clémence
“Horrible buisness. So many promises made and 0 delivered. Take your money elsewhere unless you want to give it to them and never get anything for it. Horrible”
Hi,
Thank you for your comment and apologies for the delayed reply.
I was not able to locate your order with the information provided here to check if your query was resolved.
I hope that we were able to assist you at the time, please don't hesitate to contact us directly for any current information relating to delivery dates or products.
We cannot promise any firm delivery dates due to the current economical context impacting our supply channels. Estimated delivery dates are indicated for each item on our website, and each change of estimated date is reflected at the time on your order tracking page available on your Omlet account once you placed your order.
Best Regards,
Clémence
“Ordered fencing , told days for delivery never appeared, no communication, order never arrived, ignored responding to countless emails. Don't bother buy elsewhere is our advice.”
Hi,
Thank you for your comment and apologies for the delayed reply.
I was not able to locate your order with the information provided here to check if your query was resolved.
I hope that we were able to assist you at the time, please don't hesitate to contact us directly If you feel that the situation was not resolved to your satisfaction.
I am very surprised to hear that you had no replies to your emails. In busy periods, it can take a few days for us to reply to you, however, we work hard to respond to everyone and ensure that each request is taken care of as soon as we can.
Best Regards,
Clémence
“I echo some of the comments on here and wish I had seen them before I ordered; I was shocked to pay delivery on such a large order in the first place, but what has been far worse is the 6+ weeks overdue from the estimated delivery date. No updates. Having to chase. No explanation for the delay. Very very disappointing from such a high-spec and expensive product. I really would expect far better service. I regret my purchase and am still waiting for it to arrive. Have been given another provisional date which again is pushed back. Rubbish.”
Hi Caz,
Thank you for your message and we would like to apologise for the delayed reply.
We are very sorry to hear about your experience. By looking at your account, it seems that we were able to resolve this issue eventually and that the order was divided at the time to allow you to receive the items that were in stock in the meantime.
We take your feedback very seriously and we are working towards improving our communication daily. Since the pandemic started, our supply chains have been affected by the worldwide economical context. However, we are implementing new procedures to adapt to the situation, to stay as transparent as possible with our customers and be active in our communications.
We hope that you have been enjoying your Omlet products and we stay at your disposal for any further information.
Kind Regards,
Clémence
“This company is a bait and switch type of vendor. I ordered the coop with the wheels and they didn't send them. When I called them up, they said I didn't order them, and then they sent me proof that in fact proved I did order them, not to mention that the price I paid showed the wheels were included. There response was the equivalent to: too bad for you. Buyer beware with this company.”
Hi Kelly,
Thank you for your feedback and apologies for the delayed reply.
I can see that my colleague Amelea offered to contact you following your review on another platform at the time.
I hope that we were able to resolve the situation and we stay at your disposal for any further information.
Best Regards,
Clémence
“Though the product took a while to arrive....our son really likes the quality...especially the anchors for the stakes. Easy to assemble...of course he is particularly adept ...but I, too, saw that it all made sense. Mary”
“Very disappointed with the service. I completely understand that these are difficult times but why continue to take orders you cannot fulfill. I placed and order on the 14 June 2020 and as of the 28 August 2020 still not arrived. I have asked several times for a refund and this has not been given. I have now asked paypal to step in. I have a message on my answer phone saying you have not sent my order out. Messaged on messenger and you have not answered. I would like to buy products else where so please refund my money so I can do this.”
Hi,
Thank you for your review and apologies for the delayed reply.
I understand that some time has passed since you wrote this review. I hope that we were able to resolve your query at the time. In busy periods, we might take longer to reply to messages, so please feel free to phone us. If you cannot reach us, you now have the option to request a call-back, allowing you to be contacted back likely within the same day, as we prioritise these calls during the day.
Kind Regards,
Clémence
