Review Time
Ordered two parrot toys. One was broken on arrival. I could not see their returns process on the website, so I emailed twice about the broken product, but received no reply. I rang, but no answer. Rang again, but no answer again, so left an answer phone message, to which I have had no response. Over three weeks have passed since I first contacted them. I will NOT use again.
I have placed several orders with this company and on occasion, if there was a problem, this company are rude and unhelpful:-1. I ordered a Liberta cage for my african grey and after a couple of months the metal covering on the bottom grill started perishing. These cages are meant to come with a certificate of 'authenticity' and are allegedly parrot proof coverings. This company didn't want to help at all, rude attitude. They could use training in customer service skills.2. I ordered 2 travel cages and one arrived with not the 2 perches (as advertised) but one perch which was half split down the full length. I spoke to a man and he was extremely rude and tried to fob me off by saying this was the cut of the wood. I suggested that he simply send me a fit for purpose perch (plus the one that was missing). I suggested that I could order a full replacement cage and he said that he would refund me and would not be sending a replacement -clearly he was having a bad day!These are just the main more expensive orders that I placed, however, I have ordered parrot toys in the past and they have arrived broken - this company do not want to know or help - is it the couriers fault? Either way, you are out of money with broken toys!I appreciate product quality can vary, however, with high quality control this should not be occurring.Finally, the event that really took the biscuit from this shoddy company - I had reason to call about a previous order (broken toys etc) to this company (bearing in mind that I have trained others in customer service as my career for many years!) I ordered food online and this did not arrive, no emails, no messages (bearing in mind my birds were nearly out of food!). When I called, the rude employee said that they had cancelled my order and would not be fulfilling it. I questioned as to why and they could not give me an answer.Basically, if you use this company and are prepared to accept broken/substandard items without issue you will be fine. If you offer to raise this as an issue, you will be met with rude, unhelpful staff and then your subsequent orders blocked.
Excellent customer service,they went above and beyond to help me source a replacement ball identical to my budgie's favourite toy. Thank you for your help, it's very much appreciated. I was also very impressed with the super speedy delivery and great selection of budgie toys available. I will be sure to purchase from them again.
I ordered an Arcadia Presun Midi light kit for my parrot only to find that although they sent the correct box labelled Midi kit the actual lamp holder which has reflectors attached is printed with MINI instead of MIDI so this is a mini kit. I contacted them to arrange a collection of this wrong item and provide me with a full refund and unfortunately James has been dealing with the matter. Even though I sent him a photo of both the box which is for the midi kit and of the lamp holder on top of the box which clearly shows it is a MINI and not a midi lamp holder he has repeatedly told me that I have the correct item. No one answers the phone or even bothers to call you back when you request them to or leave a message even when you specifically request to speak to a manager.. I am very angry and frustrated with this situation and I totally agree with the first few reviews, FAO the manager or CEO if you see this review please look out for the email communication that I sent today and please call me to discuss this so it can be finally resolved. Order #100015796811/09/2024 Received a no caller ID phone call from Mrs Scarlett DelaCroix. Apparently James finally passed on my request for a call back from a manager or owner but only after `I sent him three further close up photos of the lamp holder with the word MINI showing up clearly so that he would finally understand what the problem actually is with the item. She was very arrogant and rude and shouted at me and maintains that the product is the right item despite the fact it states it is a MINI in black print very clearly. I did not believe her and she was arrogant enough to claim it is without providing me with any proof she didn't even know what size the midi lamp holder should be when I asked her instead she asked me to purchase the mini kit to find out. She most probably has easy communication with Arcadia from where they buy this item but she asked me to contact them myself instead. I have already sent them an email and I am waiting for a response. She refused to arrange collection of the item and insisted that I pay to return it myself. She then started shouting at me because she claims I have been abusive about James and carried on shouting at me very rudely non stop about it. I was not rude I have simply stated a fact and I am still in the same position as `I was from the start still not sure if I have the right item. I told her I would not be changing or removing my review and she stated very angrily and rudely that she didn't care so she doesn't care about the customers at all.17/09/2024I received a response from Arcadia who informed me that it was a printing error and the correct light. However as Scarlett was aware of this fact she should state it clearly on the website to inform potential buyers that the lamp holder is incorrectly labelled and this would prevent any issues like I experienced.Furthermore, I returned the item by Royal Mail signed for which I paid for and they received it on the 14th September as I have proof of a signature but they have still not refunded my payment of £80.00I sent an email about this yesterday which they have not replied to and another one today requesting a refund of the £80.00 as I did exactly as she asked me to do. I also apologised to James in my email and explained that I was frustrated because he was not trying to resolve the matter and that both I and my parrot have been very unwell. My only agenda was to ensure that I got the correct UV light kit for him so that he can recover.07/11/2024They finally refunded my payment but deducted around £10.00 despite the fact I paid for the return myself. Their excuse was that I had to pay for postage even though I initially bought items that cost £100 which entitled me to free postage so they deliberately penalised me because I had the audacity to return an item.However, I am most concerned also because the parrot food I purchased from them has live insects in it which should not be there!!!! Please beware of this store.
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Scarletts Parrot Essentials - Largest Stock of Parrot essentials in the UK, Cages, Stands, toys, healthcare, lighting, food and More! We offer the lowest prices and a fast tracked delivery service. Having birds ourselves (you can meet them on the staff page on our website) we offer guidance on all suitable products. We are the only UK importers of Pollys Pet products and Roudybush Bird Foods. A wide range of unique toys and products found only at Scarletts Parrot EssentialsSee more
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