supertails.com Reviews 

I placed an order for a raincoat for my pet dog from SuperTails six days ago, with an expected delivery date of 2nd July. However, to my surprise, I received a call on 1st July asking me whether I had received my product — which I hadn’t.

To make things worse, I was then informed that the product was never dispatched because it was out of stock. I was shocked. There had been no prior communication regarding this issue — not an email, not a message, not even a call — until a day before the expected delivery date.

This is not acceptable, especially for a product that is a necessity and time-sensitive. If the item was unavailable, I should have been informed immediately after placing the order, or at the very least within a day or two — not a week later when I was expecting it to arrive.

The lack of proactive communication and the delay in processing this issue shows poor customer service and a disregard for the customer’s time and needs. I hope SuperTails improves its inventory management and customer support systems moving forward.

"I'm a loyal customer of SuperTail, and I've been ordering food for my dog and two cats, spending around ₹5,000-7,000 per month. I even have a cat in my village, and I order food for it too. However, I recently faced an issue where the delivery person called me three times but didn't deliver the food. Instead, they automatically canceled the order without my confirmation. I informed SuperTail's customer care, but they didn't take any action.

As a loyal customer, I trusted SuperTail, but their service has disappointed me. They only care about formalities and sending occasional cards or name tags. When I informed them about the issue, they didn't take it seriously and said they'd replace the order in 10-15 days.

I'm extremely dissatisfied with their service, and I'm considering switching to Amazon or Flipkart, which deliver faster. I request SuperTail to improve their customer service, especially for loyal customers like me who spend a significant amount on pet food.

You claim to have pets too, but your service doesn't reflect that. You should treat pets like your own children and provide better customer care. I'm fed up with their service, and I'm stopping all purchases from SuperTail from now on.

I ordered bellota wet cat food on June 11th and I needed it urgently and it was showing one day delivery. It's been delayed by 5 days already and I am still waiting for it. They won't even let me cancel the order .
Pathetic service . I will never order from here again.

I ordered a cushion for my dog a few days ago and i didn't receive any information or confirmations afterwards. I don't know if or when the cushion is getting deliverd while i need it to fly with my dog soon, back to the Netherlands.

I hope i receive the product as soon as possible.

The free container They have given is totally damaged

Terrible company and terrible service.

Founders did not do proper research before jumping to an online pet store startup from a meat delivery startup.

This company did not identify warehousing, delivery and logistical challenges before launching the product. Customer success team is essentially a use case identification team. 15kg pet food bag ordered, promised 24 hour delivery but every day they keep pushing back the delivery date. Real issue? The delivery company they use (blowhorn) refused to deliver a 15kg bag, probably didn’t fit on their 2 wheeler. Now, Varun, Aman and Vineet - do you guys have a validation process in place before adding new inventory on your app? Totally unacceptable.

Item not delivered even after 7days of reaching the nearest hub. No refund, no reply from customer care as well.

I had high hopes when I decided to try Super Tails, especially after being disappointed with Amazon’s service. I wanted to support a pet-focused platform, so I placed an order for an entire month’s stock of food for my cats. Unfortunately, this turned out to be one of the most inconvenient and frustrating experiences I’ve ever had with an online service. After waiting four days, I received the package in a completely damaged condition. It was obvious the box had been tampered with or bitten by a rodent, and food was spilling everywhere. I immediately reported the issue and uploaded pictures as requested. After that, there was complete silence for 24 hours. I had to follow up myself. When I finally got someone on the line, they asked me again if I had uploaded the pictures , despite already doing it and having no further updates from their side. After keeping me on hold, they told me they’d replace the items but that would take another 72 hours for processing, and then another 4 days for delivery. That’s nearly a full week with no food for my cats. This kind of delay is unacceptable when it comes to pet care. I had no choice but to cancel the order and walk to a local pet store myself to ensure my pets were fed. I trusted this app, but instead I was left inconvenienced, stressed, and disappointed. Super Tails really needs to step up their customer service and logistics. Based on this experience, I won’t be using the app again and I wouldn’t recommend it to any pet parent who truly values timely, safe deliveries for their pets.

The delivery date promised was the next day. It’s been 3 days and the order isn’t delivered yet, I’ve not receive a single call. Yet it’s marked as out for delivery and unable to deliver each day. The customer care number is in active. Very unprofessional and bad experience with Supertails. The only option is you write an email or contact a vet, where you are told, please try the customer care number after some time

I ordered from them a second time and both times their delivery is horribly late. This time I really needed a prescription based food it was urgent. They use Shipyaari (which is a f***all delivery service), They would send me text messages everyday that they would make the delivery, yet nothing would get delivered. I called them multiple times. All of them had the same script to say. "We're sorry you're facing this issue, we have escalated the matter" but there was no follow up regarding the escalation. And I was promised next day, next day for 6 days. The last time I called them was on Sunday. And they told me the delivery folk had a technical issue. No one investigated what the technical issue was, i dont think anyone called their courier service. My products were IN MY CITY. and marked attempted to deliver, but that wasnt true. And supertails... did they even talk to their courier service?? Or just looked at the database. What does an ESCALATION ENTAIL? THe last two people I spoke to didnt even want to acknowledge my frustrations and just wanted to resolve the problem which was the same thing I heard for 6 days straight and they didn't even try to understand. I NEEDED that prescription diet food. No empathy, no real understanding. This was a frustrating week when you have a sick cat to deal with.

How insensitive of you to send birthday wishes for a cat that is no longer with us! We are grieving and you reminded about something that we are trying hard to forget!

Who asked you for it! Just deliver what we order or keep your Database updated

I am a first time user.i had ordered a cat food form this company.very bad experience
1) delivery is super later
2) I had paid in full
3) they put a ocd on my package
4) I didn't receive my package
5) repeatedly follow up just to tell me that the transaction was not successful
6) if it was not successful why did you send the package
7) they tried to stell once more from me saying that I pay the ocd.then they will refund my orginal amount that I had done on line transaction.

Everytime, they have failed in delivery. They promise the delivery will be within 120minutes and they take more than 6 hours. Very bad experience. If they cant deliver within the the time they have inform at least.

When a company rep calls you to accept a delivery at 11:30pm at night, that's really messed up. Practices and ops seem very shady, insist on pet details to ship goods. Still awaiting an order placed 3 days back that was supposed to have been delivered day before.

Supertails customer care number,,6294351216. Any issues any information please contact help team

After receiving consultation fees for consultation, nobdy will take care about you. You have to wait between 10AM to 7PM. What a process to make pets owner making fool.

I am writing to formally express my dissatisfaction with the repeated delivery issues and lack of meaningful support I’ve encountered with my recent orders, particularly with Order ID: ST100298912507 and Tracking ID: 12556713745302. Despite multiple conversations with your team, the service has consistently fallen below acceptable standards, leading to a frustrating and time-wasting experience.

Since September 12th, I have been dealing with a partially fulfilled order, and yet again, I have received the inaccurate message stating, "Customer requested reschedule." Not once have I made such a request, and these falsified updates from your shipment partner have become a recurring issue that has not been addressed. Furthermore, no one in your team has taken the initiative to provide any explanation as to why these consistent delivery issues occur, nor has there been any accountability for the delayed deliveries and false status updates.

I have wasted considerable time contacting your customer service team, only to be met with scripted responses like, "I understand your frustration" or "As a pet parent, I sympathize with you." However, these words have been entirely hollow as no tangible action has followed to prevent these issues from repeating. It's unacceptable for me to continue receiving these robotic responses without any concrete efforts to solve the core problem.

On a previous occasion, I was promised a small pack of pet food as compensation for an earlier service failure. I explicitly informed your representative that my pet only eats Sheba wet food, yet they went ahead and ordered Whiskas, which my pet does not eat. Although I appreciated the intention, this gesture was ultimately wasted and only highlighted the lack of understanding of my specific needs.

This ongoing failure has now reached an infuriating level. Not only is my order delayed yet again, but I have also had to deal with the additional frustration of being falsely informed that the shipment is still in transit since September 19th at the Vandalur Hub. The shipment tracking system remains stuck, showing no progress towards delivery, and no satisfactory explanation has been provided as to why this has become a routine problem.

During my last interaction with one of your shipment partner delivery manager, I was told that the delay was due to the distance between my residence and the hub (approximately 30 km), and if the customer does not answer calls, delivery will be canceled. This information has never been shared with me by Supertails, and it is deeply frustrating that I must repeatedly chase your team to understand these basic aspects of your service.

I am now left with no option but to formally demand compensation for the repeated inconvenience and for the systemic failure in your service. As a customer who has consistently placed cash-on-delivery orders and waited patiently, I deserve a transparent and fair resolution. I request one month’s worth of free pet food as compensation for the repeated failures to deliver my orders correctly and on time.

If apologies were sufficient to rectify these issues, I would happily accept them in place of real action. However, apologies do not feed my pet or make up for the time I have lost dealing with your subpar service. Therefore, I expect concrete compensation in the form of one month of pet food supply, along with a formal acknowledgment of the issues I have raised regarding your delivery service and customer support.

Lol. As always the order was delayed zero proactive customer service skills showcased by all the customer service skills I have responded till now. Except one exceptional energetic positive experience however, I don't wish to continue to do business an Irresponsible, unaccountable, fake apologetic, scripted supertails customer service agents. Till date, you never provided the reason for poor service and did not work to rectify it, and this shows the ignorance of the good customer service and customer experience. I will never recommend you folks to any of my friend and will express this painful experience that I went through every time of your inefficient shipment and customer experience. I will never be a returning customer.
Furthermore, I am so sorry that I had believed in supertails fake apologies and sub-par service would be rectified. Never ever reach out to me as I will never be intended to be your customer.

Worms started in Pedigree Dog Food 20KG Pack just in 15 Days of delivery.
Ordered from Supertails received delivery on 13th August 2024

Order ID:- ST92837012507

How do they manage product quality.

Good product but extremely pathetic payment gateway. Have been raising issues since May 2024 but there has been no resolution. I spend atleast 30-45 mins just trying to place the order and redeem the 8% so called discount on icici credit card which never works.
I have over and over again given this feedback but to no avail. Sorry but till this is not fixed, i am never ordering from you again!!!

We needed an emergency medicine for our dog, and had contacted them , they had asked for online payment which we did, and they sent a confirmation and promised to deliver in 120min. The vet also followed up and confirmed. However this happened t 6.30pm. We kept waiting for the medication,none came. The next day when we rang up, both Supertail executive and the courier gave vague excuses.
Very very dissatisfied with the service, especially as it was an emergency situation