Identibase

3.8 / 5

Identibase

3.8 Average
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3.8 / 5

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2.1

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5

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5

Featured

4.5

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34

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Based on 696 reviews

Smart.Reviews

3.8

34 reviews

Mamma

1

21 reviews

Reviews io

1

88 reviews

Trustpilot

4.1

553 reviews

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Identibase.co.uk Review

Identibase is a national database containing the details of microchipped pets and their owners

Identibase.co.uk Customer Service Contacts

YO19 5YW, New York, PO BOX 33, United States

[email protected] 01904 487 600

Last update: Tue, Sep 7, 2021 2:05 AM

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Identibase.co.uk Reviews & Complaints (34)

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delivery 2.7 /5

price 2.7 /5

quality 2.3 /5

refund 2.7 /5

customer service 2.1 /5

As others comment, no help whatsoever with a simple change of address. Want you to pay a monthly fee to be able to do it yourself! Phone calls not answered, message left no call back, emailed several times (waiting well over their 10 day service standard), complained - still nothing! No info on site how to make changes if not a premium user. They say they put pets 1st, in my experience all they put 1st is selling their premium service, leaving our pet unprotected. Avoid if you can, but once their chip is in your pet, beware!

UPDATE - I did finally receive a reply using a direct email I was given in response to my Trustpilot review and things were changed for me over the phone. Apparently a non-premium customer changes portal is being worked on. However, meantime you will need to call or email to change address. At least our pet is now registered at our new address, so 1 extra star.
2

5 months ago

review by David

I contacted identibase by email with an issue activating my pet's microchip. Wendy (Nurse) responded to my email and was extremely helpful in resolving my problems and also updating areas to complete the registration.
Excellent customer service and fast and efficient :)
5

5 months ago

review by Emma Colby

Can not get through to them to do a change of address. Can not do change of addess on wesite as they expect you to pay premium to do that and really do not want to pay premium to a company i can not get through to on the phone.

Left message and still waiting for someone to get back to me its been over a day now and i really need the address change done urgently.

Feel like you are being forced to pay premium to do this yourself online as the phone calls are not being answered or messaged returned.

I understand the COVID situation but these phone calls could easily be done from home.

If i could change microchip to another company i would do so.
1

5 months ago

review by Paul

I’m over the moon with the service I received from Wendy Nurse today. I contacted identibase customer service by email as I was only able to see 1 of my pets using their microchips. Within 5 minutes I had an email back and all 3 pets were visible on my account. Fantastic :)
5

5 months ago

review by Michelle Wilson

Within one hour of writing my previous review of the service I received from Identibase, Mike Jamieson responded. I contacted him directly and our cat's details were put back on their database. I appreciate that but I shouldn't have had to raise the matter on Trustpilot to get a response and I remain unimpressed with their customer care team who failed to respond to my emails and a phone message where they said I would get a call back - that never happened. So I am left with concerns as to just how efficient Identibase is when it comes to locating missing pets.
3

5 months ago

review by Julie Tang-Evans

On checking the chips for three of our dogs. I noticed our address was out of date, one dog hadn’t been registered and the third was was the breeder. I liaised over a number of emails with Alex-Iomega lonascu and it was all been sorted. Alex was very helpful, and very accommodating. Thanks you.
5

5 months ago

review by Jeannie Sims

I have just dealt with a young lady from Identibase. Checking through paperwork on my pet yesterday, I realised that the contact details were well out of date.
I rang this morning and the service that I received couldn’t have been more efficient or helpful. It was a pleasure to find a telephone task with a company so straightforward. I now have my pet registered on an online account and have been able to print out an updated microchip certificate. Very well done - keep up the good work.
5

5 months ago

review by David Laundon

Wendy Nurse from Identibase was helpful and patient, replying to a series of emails about my pet-keeper account. She offered sympathy for pets she was asked to delete from their records as deceased, corrected the account to include all living pets and asked me to confirm that it was correct before she closed the call. Once she replied, she responded to each further email within hours. Can't fault this kind of service. Thank you, Wendy!
5

5 months ago

review by Julie Bissell

Last year I adopted a cat from a person who lives quite far away from me. From that time, I'm trying to register cat's chip under my name. The person who had her before me, gave me full access to her identibase website as she's not very good in computing.
I've tried to call you for quite some time. Without success. During the lockdown it was almost impossible to contact you and I tried. I almost gave up, but I found out that with premium access I can change things over the internet. Not only it didn't work, but I needed to call you (where it's almost impossible) to turn the premium off!
I gave up for some time and after few months, I started again. This time, luckily, I've managed to speak with someone. I told him I want to change my cat's ownership and I want to cancel the premium as it's paid by my debit card. He told me that I need to send him my contact information and he'll do the rest. I've waited for a long time, the previous owner wrote me a message that someone from identibase cantacted her. I thought that everything is going on the right track, but I was wrong.
Not only they didn't cancel the premium, but they told me that the card is not on the system/ I can't cancel my card, it needs to be done by owner.
Basically if my card was stolen and put in your database, there's nothing I can do? Is your company on the same side as identity thieves?
I paid much more in the premium, which I didn't use, that I don't think it's fair to pay you extra for registering my pet under my name. If there was an option to cancel the premium without the need to contact you, that would be my fault, but there isn't. I tried to call you today, but again, the line is closed.
Just to summarize how it looks like from customer perspective. When you click to re-home a pet on the website it says that you should call the information line, whereas the automatic secretary says rehoming pet is not possible to make it by call.
1

5 months ago

review by MKDziura

#delivery(1/5) #price(1/5) #quality(1/5) #refund(1/5) #customer service(1/5)

I have 6 dogs registered with 4 different databases (there are 13 in the UK!) This crowd seem to have nobody answering the phones - it is impossible to speak to anyone. All you get is a repetitive sales message while on hold, only to be told they are too busy to take your call, ask that you leave your details for a non-existent callback. They then terminate the call. I rang back 5 times and got the same. Imagine if you were distraught having lost your pet.. Sorry but it's just not good enough. I will ensure any future chips will not be registered through this shower. BTW Pettrac answered after 2 rings. After reading many reviews it appears the call centre is pointless, also i did not realise i can move my chips to another company. This i will be doing ASAP.
*Edit - Why should I have to email to resolve an issue? Surely this makes having a call centre utterly pointless and therefore you as a 'call centre manager'?
2

5 months ago

review by Mr Happy

I asked to transfer the chips over from another well known company and was told how to do this. The company I was with originally emailed Identibase on the 15th April and I forwarded an email to Identibase a couple of weeks later to chase this up. On the 9th May an email response to my query arrived from Identibase informing me that it was a first time registration of the chip and I needed to fill out a form, which I did. This morning I received a further response informing me that the chips were with Petlog, the original company. I have emailed the transfer of registration email a few times but it just seems to be ignored. I have tried calling and left a message.

All I want is to register my dogs with a reliable company - important with all the pet theft going on - but it's a complete nightmare.

**Edit. Identibase have now emailed me to say that the chip has been transferred....err what? I have two dogs! They have now allocated the incorrect chip number to one of the dogs. Thank you for your response Mr Jamieson- I have copied you in on my email response.

***Further Edit...I have just checked my account and all is as it should be with chips allocated correctly. Thank you very much for sorting this out and registering my dogs correctly.
3

5 months ago

review by Sue

We adopted our cat from rescue in September and had her microchipped by their vet. After repeatedly contacting the vet to find out why we had no confirmation of her being registered they gave us the details of Identibase who they had sent her details to as they were having no luck with it. Their website told me that she was registered to another owner (despite her only being microchipped on the day we homed her so this is impossible) they ask for a £15 change of ownership fee with a 14 day wait for it to come into effect to ensure that you haven’t stolen someones pet.
I filled in the appropriate forms and was going to bite the bullet and pay the £15 fee once confirmed, but still after 6 weeks she is not showing as registered and they have not responded to my emails. If we don’t hear from them soon we will have to get our own vet to replace it (if this is possible?) with one from one of the more reliable database holders as her current chip from Identichip serves no purpose at all!
1

10 months ago

review by JenandBec'sHouse

#quality(1/5) #customer service(1/5)

My cats have been registered with the company for 8 years, but now one is missing. The web page to report one missing is broken. No one answers the phone (permanently engaged tone). No reply to emails. No reply on the help chat function. I rang my vet because this worried me. And when they checked the microchip number it said my cat was not registered. This is a total abdication of duty with NO warning or means to contact, and now if anyone finds my cat he cannot be linked to me.
1

11 months ago

review by Sarah Kiddle

I have just logged in to the Identibase to find to my shock that there have been updates which I haven't been informed about and the lifetime Premium membership I have paid for only a month ago seems to now no longer be fully valid? It states its "Premium Old" now (see the picture in this post) and you seem to have a newly introduced subscription service which you are expecting users to now sign up to on either a monthly or annual basis My primary concern is that I have had a cat missing for the last month and whether or not the the Premium membership perks that I had paid for are currently still active (or indeed, when they may have been deactivated seeing as there was no communication about the changes) and whether or not alerts are still out with local vets and shelters for my registered cat, Mog? I am also completely unable to reach anyone over your phone number. This whole experience is totally unacceptable and especially since I still have a missing cat currently which needs to be found. Please contact me ASAP to advise on this as it's urgent
1

11 months ago

review by J Cooper

I tried ringing 17 times, eventually I got through to the recorded message which just went on and on saying how good identibase was, all I wanted to do is register my pet. Warning do not deal with this company.
1

11 months ago

review by M. T.

Over two weeks now since this company "upgraded" the website, and we still have no log-in to our rescue account. We cannot register chips nor transfer rehomed dogs and cats to new owners, nor reunite lost pets with identibase chips with their owners. We can of course ring a premium rate phone line especially set up for rescues and charities- at £4+ per call. Totally disgusting. They should be ashamed of themselves.
1

11 months ago

review by E. H.

I run a local cat rescue group and at my wits end with Identibase! I cannot change keepership of cats to new owners due to their "new improved" website which doesn't work. Last week i spent a total of 9 hours trying to get through on the phone. When i did finally get through i was cut off after waiting 40 minutes. After sending several e mails to them, i eventually got a response saying they very much doubted i had waited 40 minutes! Does anyone know if there is a governing body i can complain to? Just before i have a nervous breakdown!
1

11 months ago

review by Margaret Finnigen

Trying for 12 days to register our new puppy to no avail. Keeps saying info is wrong. Sent an email this has been ignored. When i got through on the phone they just hung up. This has been a stressful time. If i could i would give them no stars.
1

11 months ago

review by Z. F.

What a pity you can't leave a negative rating for this company. Do they actually have any staff operating the phone lines. Not obviously. I am rehoming a pet. The current owner and I have both spent a huge amount of time trying to ring to get through as there is no option online to do this. In fact I held on for so long that my phone battery ran out. I will switch the pet to petlog. I am not dealing with this shambolic outfit. Reading other reviews it sounds as though they are taking membership money under false pretenses. Clearly they are not providing the services they advertise.
1

11 months ago

review by M Joyce

We are a Cat Rescue and have now had to suspend all adoptions because we, and our vet, cannot register microchips or transfer keepership. We have a vet code and when allocated several years ago we were issued with a user guide and support which was brilliant. Now you change your system without even notifying anyone let alone issuing a new user guide or providing support via the phone (cannot get through) or email (not answered). This is not one bit customer focussed and now means that there are vulnerable cats out there that cannot be brought into Rescue as we have no space until we can adopt out. We have cats who are registered (have the email confirmation and certificate) which when accessing the database it says not registered so cannot transfer keepership. Also a couple of kittens microchipped which our vet cannot register to us. We need help desperately, please.
1

11 months ago

review by Lina's Cat Rescue, Derby

Satisfied

Unsatisfied

Identibase.co.uk Review

Identibase is a national database containing the details of microchipped pets and their owners

Identibase.co.uk Customer Service Contacts

YO19 5YW, New York, PO BOX 33, United States

[email protected] 01904 487 600

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