Angell Pets opened in 2009 with our first Gloucester pet shop in Abbeymead. We were there for five years but unfortunately had to move when our lease expired and our landlord would not renew it (they wanted the premises for their own business). We took this as an opportunity to expand our business by moving to a larger property by the Gloucester Quays that enabled us to further expand our range and add additional services to our Gloucester pet shop, such as boarding for small animals, birds and reptiles. When we moved in there was a large car park 50m away and things looked good for the future growth of our business.
Unfortunately we did not take into account the determination of Gloucester City Council to drive the small trader out of Gloucester in preference to the large out of town developments. The car park was closed 6 months after we moved in, despite the protestations of small businesses such as ours and the immediate result was a loss of 50% of our takings. We have been unable to get this business back and the frequent cry of “isn’t parking rubbish ’round here” has become like finger nails down a chalk board to us. Despite making large changes and reducing our overheads we are unable to sustain these losses so have got to move. It’s a shame because the premises itself was OK, just now in the wrong location and for other reasons too.
In addition to the parking fiasco, there are other reasons to move our Gloucester pet shop. Customers who follow us on Facebook will be aware of the issues we have had over the last three years with the power here. We have a lot of animals that rely on external heat and oxygenation. When the power goes off, it is a major issue for us and we have to do a lot of work keeping the animals safe and well. In addition we cannot trade without power which just adds to the financial pressure on the business. During the worst outage (14 hours), I had to bring up extra heating and insulation for the reptiles and stay at the shop until midnight, manually stirring the fish tanks to keep them oxygenated, all in the dark. It is 2017 for goodness sake and we have had more power cuts than the winter of discontent (yes, I am old enough to remember that).
Another major issue is the council and police’s inability to keep Gloucester City safe. We have had numerous incidents in the shop and in town whilst posting orders. Staff have been verbally and physically abused and threatened. It is unsafe for me to be absent from the premises as we never know when the next moron (or gang of morons!) is going to come in. Staff have been threatened with everything from spitting to having their throats slit. We have seen a woman outside the shop front beaten to the ground and punched whilst still down (losing teeth!) and no action has ever been taken by the police other than to “move them on”, in fact the operator told us that if I went out to the woman’s assistance I would be arrested. I can’t risk the safety of our staff. Also the level of theft is too high for us to sustain here as well.
So enough of the negatives, now the positive. We are moving again in October and it’s closer to our original customer base. The main thing is that there is ample FREE PARKING. Our new premises is likely to be in Hucclecote. The new location of our new Gloucester Pet Shop is ideal to serve our traditional customer base of Abbeymead and Abbeydale, Matson, Upton, Barnwood, Hucclecote, Longlevens, Churchdown and Brockworth. We will of course be maintaining our FREE LOCAL DELIVERY service for our customers in and around Gloucester, in Cheltenham and in Painswick. Of course our UK wide customers will not be affected by the move at all, other than to have wider choice.
So, onward and upward! Come and see us in our new Gloucester Pet Shop when it opens, even if it is just to have a nosey at the new place. It will take a little while to get everything just the way we want it and initially we may be running the two premises at the same time whilst I spend my nights moving fixtures, fittings and stock across.
Easter holidays are upon us again and it’s time to publish our opening hours for Easter weekend. A little different this year due to the recent change to our opening times for Monday mornings.
Good Friday 14/04/17- 10am – 4pm (no FREE local deliveries)
Saturday 15/04/17 – 10am – 5:30pm (normal hours)
Sunday – 16/04/17 10am – 4pm (normal hours)
Bank holiday Monday 17/04/17- CLOSED (available between 10am and 11am for drop off and collection of boarding animals – call 01452 501882 for access).
Tuesday 18/04/17 – Back to normal hours and Free local delivery schedule.
Please get you orders for FREE local delivery in now to avoid disappointment. With the loss of two delivery days we are going to get very busy for the other evenings in those weeks either side of the holiday weekend.
Angell Pets Gloucester pet shop has been in business since 2009. In that time there have been several changes made, all to suit our customers, staff, business growth and in one case our landlord. For the first time we are going to make a small change just to suit me, although it will be at a time that will have no impact on our customers.
For the past two years, since George left to work in New Zealand and around the world I have been covering the weekends he used to work. This means I have been working seven days a week and five evenings a week without any time off at all (I can’t count Christmas day and boxing day as I still come to the shop to feed and check on the animals). To make matters worse, despite what I try to tell myself, the number that is given as my age is only going up. What I am trying to say, without admitting it is that I am getting older!
Recent events at the shop, such as the all day power failure that resulted in me having to be here until after midnight, planned outages meaning I have had to come in early have just highlighted the fact that there is no more of me to go round. Add to that the other duties on me to maintain the business – distributing leaflets in the morning before the shop opens, delivering customer orders in the evening and I have no time left to do anything at home or just to have a rest now and then.
So I have decided to make a small change to the opening times to allow myself some time to spend at home maintaining that and to do anything else that needs to be done whilst other businesses are open (such as visit the dentist). I have chosen a time that should not effect any of our customers in the slightest. It is the quietest time in the shop of the whole week, a time we normally use to clean out the mammals (which we can easily do later) and one where we do not receive deliveries from our suppliers.
With immediate effect we will be closing on Monday mornings and not opening until 1pm. This way we can still take orders for delivery on Monday evening as usual. This just allows me some time to myself to do everything that needs to be done outside of work.
Apologies in advance if this causes any inconvenience but we have looked at customer activity in a lot of detail and I don’t think it will effect anyone but me.
We have been trading for over seven years now and in that time we have seen a lot of abuse aimed at our staff by members of the public. It’s interesting that this abuse is mainly aimed at female members of staff, which I suppose says something about the type of person who behaves in this way. When it is aimed at me it is normally as the person is retreating out the door of the shop, again enough said really.
This abuse takes many forms. It ranges from just plain rudeness, for example where a customer carries on a conversation on their phone (or even carries on playing a game whilst being served) and between sentences throws the money at the assistant and barks “hurry up,” all the way through to, rather more seriously, threats to kill.
Here are a few examples of what staff have had to deal with, sadly there are many more:-
Calling my wife the C word for not changing a 20p (we were low on change at the time). Not a customer, just some woman who walked in demanding change for some reason. This is quite common.
Swearing at my daughter because she asked someone not to block the door with his bicycle. He did also swear at me but only after he had cycled off up the road.
Swearing and being generally abusive to staff because we have been unable to satisfy their demands in some way. For instance, an assistant being unable to give a refund when there was nothing wrong with the product and the person has no proof of purchase from us. If an item has been sold by one person, another member of staff will have no way of telling if the item was bought from us a couple of days later without a receipt. People that have not worked in retail often think that it is unlikely anyone would try to get a refund on a product they didn’t buy in that outlet but actually it happens quite frequently. We have had people demand refunds for products we have never sold in the shop.
Attempts to con staff out of change with the old “Actually give me that tenner back, I’ll give you twenty, actually no I’ll use the tenner etc.” and then threatening them when the staff member refused to accept they had given the wrong change (we have techniques to combat this common scam, it never works).
Threats of violence when we have refused to take someone’s unwanted animal or take animals that people have bred and want to sell to us.
Threats of violence when we have refused to sell animals to people when it is clear that the person has no knowledge of that animal, desire to learn anything about its care or purchase equipment essential to its welfare or even, in some cases, actually tell us beforehand that they intend to give it to their dog to play with!
Threats of violence when we have refused to sell an animal to people the worse for wear with alcohol. Another common one unfortunately.
Threats of arson when it became clear that verbal abuse wasn’t having the desired effect.
Threats to kill (using a knife) when caught in an area they shouldn’t have been in.
Threats to kill when we refused demands for money.
As normal people can imagine, after a while this sort of behaviour becomes a little wearing so we have a policy of zero tolerance for abuse in all its forms. If someone has an issue with the service or products they have received from us we will of course do our utmost to sort out any problems to our customer’s satisfaction and in fact have a very good record for customer service and rarely have any issues. However, as soon as someone becomes abusive, either verbally or physically, the conversation will be at an end and we will cease to provide any further assistance. The person will also be escorted from the premises (or the phone will be put down – we get abusive calls too) and the police called if threats are made.
It seems a bit redundant to state this policy here as the vast majority of our customers are normal, decent people who would not dream of behaving in this way and the sort of people who would are unlikely to read this post but it needs to be stated for the record.
The run up to Christmas has begun in earnest and customers are getting their orders in to carry them over the holiday period.
We are getting extremely busy with our FREE local delivery service to Gloucester, Cheltenham and Painswick and will only get busier this week and next. With a few days out for the holidays it means we are cramming more and more deliveries into fewer days.
To avoid disappointment (and running out of pet food over the holidays) please get your orders in as soon as possible. To add to the urgency, some of our suppliers have restricted deliveries to us over Christmas and New Year so the chance of us running out of some of our lines is increased. Nearly all have added at least a day to their lead time to us already and that’s on top of existing days off.
We currently have some space on each nights deliveries but it is getting tight on the more popular nights (Mondays and Fridays) so please book as early as you can.
Our Gloucester Pet Shop is open right up to Christmas Eve this year as usual. We are only CLOSED for Christmas Day, Boxing Day and New Years Day, the only three days each year that we are closed.
This year, as Christmas Day falls on the weekend the opening times around the holidays are a little more complex at our Gloucester Pet Shop. Also as we do FREE local deliveries I have included changes to our published delivery schedule over the same period.
Friday 23th December: 10am – 5:30pm (Normal Delivery Schedule.Limited Space So Book Early)
Saturday 24th December: 10am – 5:30pm (NO Deliveries)
Our APL (Angell Pets Ltd) dog food is undergoing a change of packaging. The new look is to match general changes in customer preferences already showing in the industry. The new packaging will also give a clearer range definition and image.
There will also be a change in the weight of the smaller sizes (Super Premium ONLY). The 2.5kg bags will be changing to 2kg and the 7.5kg bags will be moving to 6kg. The large 12kg bags will not be changing. Again, this change reflects the general direction over the last couple of years in the industry and gives our customers a clearer price benefit over other brands of hypoallergenic foods. For example comparing a 2kg bag of James Wellbeloved lamb and rice at £9.42 to a 2.5kg bag of APL lamb and rice at only £6.99. Obviously with a small reduction in size to match the size of the Wellbeloved bag, the price difference will be even greater.
The changes in pack size will result in a corresponding reduction in pack price and will not result in any increase in cost per kilogram. In other words it is not a hidden price increase, just a resizing to match the sizes already used in our popular grain free range to give a standard APL range size.
APL working dog food is not changing. This will still be in 15kg bags.
This change will take place over the next couple of months as old packaging is used up and new packaging comes on line. During the change over period some products may appear in the generic red bags we use when we have run out of certain bag colours. Rest assured the products are not changing at all. It is only the packaging and in some cases, pack size that is affected.
If any customers need further information, please contact the Angell Pets Team
Since our move to Southgate Street it has become apparent that our customers’ shopping habits are a little different here. Whilst before we had lots of customers at opening and closing times, here we rarely get any customers first thing or many after 5pm. At that same time, different aspects of our business have grown rapidly. For instance, we have a lot more local deliveries than ever before, more web site orders to process and our boarding facility is always fully booked at peak times and even “out of season” we are rarely without at least few visitors.
With all this in mind we are changing the opening hours of our Gloucester pet shop to accommodate these changes in customer habits and better utilise our time. So rather than sit around last thing in the afternoon waiting for closing time to come, we will be closing 1/2 hour earlier so we can get started on the local deliveries in time to complete the round before every one thinks we have forgotten them!
Also we will be opening an hour later each day so that we can use the time to process over night web orders, dispatch those orders, attend to boarders, carry out marketing operations and do all the boring admin stuff we get too busy in the day to do.
There should be little effect on our existing customers as hardly anyone uses us during those times anyway and we can improve the level of service to our home delivery customers and increase capacity for this growing area of our business. The new opening times are as follows:-
Monday 10am – 5.30pm
Tuesday 10am – 5.30pm
Wednesday 10am – 5.30pm
Thursday 10am – 5.30pm
Friday 10am – 5.30pm
Saturday 10am – 5.30pm
Sunday 10am – 4pm
Bank holidays 10am – 4pm
Nothing else is changing. We are still open 7 days a week. We are still open every day of the year except Christmas day, Boxing day and New Years day. We are still doing FREE local delivery to Gloucester, Cheltenham and Painswick, We are still boarding small animals, reptiles and birds, we still offer the same huge range of quality products. However, since it is me that is doing most of this myself (obviously with the help of the family staff) I have to make the absolute best use of my time possible and delivering service to our customers is more useful than me sitting in the shop, looking out down Southgate Street – as “entertaining” as that can be sometimes!
My apologies if this small change causes any inconvenience (I can’t see it will) but hopefully the extra time will improve service to existing customers and increase capacity further to cater for new ones.
This months special offers from Angell Pets are now available in store and on line in our web store. All offers qualify for FREE LOCAL DELIVERY. Available until the end of July 2016, subject to availability.