VioVet Ltd - Bedford

Kayleigh

Do not buy temperature controlled items from Viovet
I placed an order Tuesday 4th March. On Friday 7th March viovet dispatched my order to DPD.
It is now Monday 10th March and I accepted delivery at 11.34am of the order. The Librela has arrived warm and not fit for purpose because the cool pack has thawed and is now liquid. The temperature of the ‘cool’ pack was 13.5°C when it was unpacked.
The Librela data sheet states it should be stored between 2-8°C and their vet stated on the Librela product page on their website ‘our temperature controlled packaging ensures the correct refrigerated temperatures are maintained for upto 24 to 48 hours and the delivery service for this product is next day (within 24 hours) to ensure delivery within this time.’
According to viovet’s email correspondence I have received, this parcel has been with the courier DPD since Friday morning at 8.01am. It has only just arrived with me, Monday at 11.34. This means the cool block packaging has been out of the fridge freezer for over 72 hours. With the information their vet stated on the librela product page, their temperature controlled packaging is only valid for a maximum of 48 hours once out of the freezer. Therefore, their cool block packaging has failed which has meant the Librela has arrived warm, is now spoiled and unfit for purpose.
I contacted Viovet by phone straight after unpacking my order. Their customer service couldn’t help me and after 20 minutes on the phone, 10 minutes on hold, they said they would send a message to their supervisor who will get back to me.
I made them aware my dog is due his librela Tuesday (tomorrow) and asked them to arrange a replacement to be sent today so I receive it tomorrow. It’s been over 2 hours since speaking with them on the phone, I have heard nothing. I’ve tried calling their number again but they have cut off the phone lines.
Not great customer service so far, I would avoid.

Update - two stars given as customer service have responded saying they could either refund me or send replacements.

linda B.

Absolutely brilliant company. Would definitely recommend to anyone. Very helpful and professional. I bought a temperature controlled item just before the bank holiday weekend and they waited till the tuesday to dispatch for next day delivery direct to my vets so only in transit for 24 hours. Answered questions quickly. Will definitely be using again.
Thank you.

Tina V. H.

I have started to use this company at Christmas '24 for getting special diabetic food. My dog was diagnosed with Insulinoma and needed the food immediately after diagnosis. VioVet offered the best deal in price (and still does in comparison) but also managed to sent the first delivery in 48 hours after I spoke to their customer service. I am very happy to recommend this company!!!

Susie G.

Absolutely amazing company to deal with from ordering to delivery . As you can see my mischievous cat whiskers loves the box . He's now enjoying the cat grass we ordered from you and grew . Along with the cat bowls and the slow feeder for my other cat . Thanks viovet

Laura W.

Placed an order for new cat bowls and when I received them I seen that they were dog bowls, not cat bowls as advertised. I emailed VioVet and was told that it was myself who made the mistake and I was not entitled to a replacement although the bowls I received had a picture of a dog at the bottom(?). I then had to plead my case to several different employees before someone said if I sent them back, I would be sent the correct product. I did so but was then fully refunded although I wanted the replacement. I questioned this and they said that I would have to reorder but if I did, I would be refunded the difference in price as they had since went up in price. I did so, to then be informed I wouldn't be refunded the difference. I once again had to plead my case until I was refunded the difference. When the bowls arrived, they were once again the wrong product. There's clearly an issue with the advertising of these bowls, which I have brought to their attention twice now but they've ignored that and have accused me of ordering the wrong thing twice now. I have again had to go back and forth with them and now have finally been given a returns label.
Very disappointed with this service and will not use them again.

Jade P.

My parcel arrived on time as planned but had got damaged in transit. Unfortunately these things happen. The customer service was faultless. Quick response time and really quick resolution so will be recommending to everyone.

AJ J.

When they're good, they're really, really good but the customer service and client communication is incredibly hit and miss. If you get an efficient advisor, they are fabulous. If you don’t, prepare for frustration and a lot of wasted time emailing.

I've wasted so much time this week having to email back and forth with someone who clearly hadn't read my email reply to a prescription query properly - and then continued to not read subsequent replies until someone else took over the email chain and answered my question. They then sent out a double prescription which equates to over a year's worth of treatment for my 22 year old cat because nobody bothered to mention that a previous order was still pending, not cancelled, whilst an error my own vet made on the prescription was sorted. This could have been communicated with me so easily and, having worked in public facing roles my whole life, I really don't understand why it wasn't. It's such a key piece of information! I now have to pay to return the item or keep it and throw away any I don't use. Sadly, I don't have high expectations that my little ancient cat with heart disease, is going to be with us in a year's time to make full use of the 60 weeks of medication I now have for her in my kitchen cupboard!

I don't mind mistakes - everybody makes mistakes, but the client communication is definitely their weak point and it's so incredibly unnecessary and frustrating. As I said at the start, when they're good, they're really good. When they're not, they are really not. For me, there's never a middle ground.

lesley T.

No issues with Viovet or the items ordered. Huge issues with packaging! Tiny product packaged in a large box, when the sensible packaging of a small padded envelope would be more than adequate. Please sort out Amazon on this issue if you insist on using them for deliveries.