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PetnPony Reviews

4.8 Rating 1,397 Reviews

95 %

of reviewers recommend PetnPony

Company Reviews

Product Reviews

4.8

Based on 1,397 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Next Day
On-time Delivery	98%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

About PetnPony:

Pet n Pony is a family run business in the heart of Durham City offering a wide range of Pet and Equestrian products. Whether it’s a Home for your Small Animal or a Rug for your horse we have the perfect products for you.

We are always looking to find the best products at the best price so we can offer you the best value for money.

We currently stock over 14,000 products either online or in-store, whether it’s for your pets, animals or any of your equestrian needs.

Visit Website

Phone:

01913840900

Email:

enquiries@petnpony.co.uk

Location:

PetnPony Unit 49-51 Dragonville Ind Park Durham DH1 2XU
Durham
DH1 2XU

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PetnPony 5 star review on 6th March 2024

PetnPony 5 star review on 14th February 2024

Peter PETER NEIL NUGENT

PetnPony 5 star review on 30th July 2023

PetnPony 5 star review on 13th April 2023

PAULINE JEFFREY

PetnPony 5 star review on 6th April 2023

PetnPony 5 star review on 6th April 2023

PetnPony 5 star review on 21st March 2023

17

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered a bag of dog food and the item was not dispatched. Contacted you a week later and the order had been forgotten about. Took over 2 weeks to get my order . In the meantime I had to order my dog some food from somewhere else.”

Posted 2 months ago

Hi Richard We are truly sorry to hear about the inconvenience you experienced with your recent order from PetnPony. Your feedback is extremely important to us, and we sincerely apologise for any frustration or inconvenience caused by the delay in dispatching your dog food. We understand the urgency of receiving pet supplies promptly, and it is disheartening to learn that we fell short of our usual standard of service in this instance. Please know that we are taking your feedback seriously and will be reviewing our internal processes to ensure that such oversights are not repeated in the future. Once again, we apologise for the inconvenience you experienced, and we thank you for bringing this matter to our attention. We genuinely appreciate your support and understanding. Warm regards, PetnPony

Posted 2 months ago

“Your return policy is very bad, although I notified you by e-mail as soon as I received the wrong product, you sent me the product and then asked me to return it for exchange and pay a return fee for it.”

Posted 1 year ago

“Really disappointed with my experience with Pet n Pony. The wrong colour boot was sent out, I then had a nightmare trying to get hold of anyone with email responses taking weeks, meaning the refund was hugely delayed. I was then deducted the shipping fee even though their site states when incorrect orders are sent they'll cover the cost. I like to support smaller business but I won't be using this company again. Disappointing.”

Posted 1 year ago

“I bought a t perch for our bird that didn't work, it wasnt possible to attach it tightly ebough to hold the weight of the bird. I called the store and was told to send an email with a video and someone would get back to me as they couldn't deal with online orders over the phone. I emailed and have heard nothing back despite including the video. May as well have put £14 straight into the bin.”

Posted 1 year ago

“Sizing is completely wrong Customers service is t great Won’t be using this website again”

Posted 1 year ago

“Paid for express delivery but item did not come within the timeframe. I complained & was told they would refund the express delivery charge, but they failed to do so!”

Posted 1 year ago

“Awful I ordered some boot for my wife’s Christmas and they took my money but then said my bank card was showing fraudulent activity. I called my bank and they said it was nonsense because they wouldn’t be able to tell. I got a refund a few days later. Shoddy service I will never use these again!! I went else where and… guess what??!!! My card was fine!!!”

Posted 1 year ago

“I ordered the wrong food because the website isn’t very clear on Canagan cat vs dog food. Returns are super expensive over 2kg. As a first time customer, I’d hoped there’d be a reasonable price for returns but they offered nothing. I’ll not buy from them again, will give the food to my neighbours dog and shop locally”

Posted 1 year ago

“Absolutely disgusted with the service with pet and pony....my partner ordered a xxs Mulberry Weatherbeeta riding coat for my birthday...we received a small black coat!! Rang them immediately to inform them that the order was completely wrong and would like the correct coat sent out asap as it was a gift...the lady was completely unhelpful and wasnt interested in the slightest that it was a gift!! We now have to take a photo of the wrong it and send it to them before they will give us a returns form or send us the correct coat...we will now ask for a complete refund and purchase from another supplier..will not use Pet and Pony again”

Posted 1 year ago

Hi Anna We are sorry you have received the wrong item in your order. We have sent you a free returns label to return the item to us and in turn we will send out the correct item to you. If you would prefer a refund we can also arrange that. We are extremely sorry for the inconvenience caused this is a genuine mistake. regards PetnPony

Posted 1 year ago

“Contacted twice regarding an order I made with them in early October to ask about a dispatch date and have received nothing back from them. Considering phoning and asking for a refund at this point.”

Posted 2 years ago

“Faulty item. Reported to manufacture who asked me to resolve it with the seller. Difficult to contact seller through the website, have emailed twice and still no reply. Item used once and now unusable.”

Posted 2 years ago

“Received bit within 2 days of order. Fantastic service”

Posted 3 years ago

“Dreadful customer service”

Posted 3 years ago

“I had to return the gel seat protector because the filler was showing and so I was not happy with it. The lady I spoke to at pet and pony for advice on returning it was lovely though I have returned it but have not recieved the replacement yet.”

Posted 3 years ago

“Delivery took around 8 weeks. When emailed I didn’t get any reply whatsoever (did this twice as well as the online form). Had to actually phone them to find out where my parcel was. Told me it would be delivered the week after, and that didn’t happen. So had to then phone again. Very disappointed as I used this store frequently.”

Posted 3 years ago

“Bridle splits by the buckle of throat lash have sent back”

Posted 3 years ago

“Still waiting”

Posted 4 years ago

Hi Sarah, we apologise for any delay on your order, due to the current circumstances our team are working very hard to get everyone's orders to them.

Posted 4 years ago

“Im still waiting for my goods a week after ordering . Supposed to be coming by Royal Mail tracked but no data on the system so I have no idea where it is.”

Posted 4 years ago

We apologise for any delay on your order, the team are working very hard in the warehouse to get everyone's orders out under the current circumstances.

Posted 4 years ago

“Ordered two 14kg bags of Royal Canin Unrinary SO dog food as avertised on the website. I received two 13kg bags. I contacted Pet and Pony to sort out this problem and they told me that there had a bag change and they had not updated the website. They gave me a 5 refund but I could have still bought two 13kg bags cheaper elsewhere. I would not use Pet and Pony again.”

Posted 4 years ago

“Do not shop here, I did not receive my items and I did not receive any compensation. appalling”

Posted 4 years ago

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PetnPony is rated 4.8 based on 1,397 reviews