If there was a 0 star rating, that is what I would give! I purchased a hydrobath (dog) from Vetnpro in September 2024. I never received tracking and the product never arrived. Be careful to distinguish VETNPRO (whom I am reviewing) from Vetpro, which is a legit company. When calling VETNPRO initially to order, I was told over the phone that I would get tracking and was advised of shipping dates etc etc. All very happy and normal customer service other than having to send a text to get them to call you, which I did think was a little odd at the time. The tracking and shipping info etc was also very clearly written on the website. That ordering phone call was the last time anyone spoke to me over the phone. No calls were picked up following that order, when my tracking details didn't arrive and I tried to reach out. ... no response. My emails went unanswered and when I did eventually receive an email reply to a text message I sent, my questions were unanswered and no tracking details or any information as to shipping was given, only assurance I would get my product. Test messages were also often left unanswered. I was never rude or abusive in any way. I have since discovered the owner, Loraine Hoo, operates 3 websites selling equine and canine products - Voorst saddlery, Auberon Dog Supplies and Vetnpro. There are other names too; Voorst Saddlery Australia, Vetnpro OZ and a host of little clothing or product business names attached to some sites and emails as well. All have their own email addresses but same phone number. Wherever you make your order, it is Voorst Saddlery that will take your money. I have been in contact with a number of people who have experienced the same issues - No tracking is issued and you are then unable to raise her on the phone. Sometimes you will get a reply by email to a text message or vice versa, questions are never answered, no details to shipping are given. Refunds have only been able to gained by chargebacks, or 3rd parties refunding (klarna etc) - but most of those 3rd parties are no longer available on the sites even though she still advertises they are. Refunds are sometimes offered but only if you fill out a form which states you will not leave any negative feedback on any social media site or review site and will be financially responsible for returning the products to the manufacturer (which are in China!) should they arrive. Some have filled that out and still not been refunded, ending up at their banks or in court to try and recoup their money. I gave bank details and was not refunded despite assurances I would be. A bank chargeback was then neccessary for me to have my money returned, which it was following a Mastercard Fraud team investigation. I was lucky to turn to them when I did, unaware that there was only a limited time frame in which I could do this. It is also worth noting that Voorst Saddlery was deregistered in April 2024 with ASIC, and Vetnpro registered in August 2024. Auberon dog supplies has no ABN attached, and never been registered. I have put the date of experience as Feb 4th - this was the final resolution after months since purchasing from Vetnpro. My advice is not to purchase through this business, too risky!!
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