Written on: 23/07/2013 by MrsSAA (2 reviews written)
Used to use this company to regularly deliver dog food abroad and were happy with them. Tried ordering 3 sacks of food in the UK for the first time but after receiving an email confirming delivery was due, I had to ring several times to find out when, as nothing was on the courier website. I placed the order because of the 3 to 5 day delivery. I started ringing them 8 days after I placed the order. The first day I rang them to be told maybe the next day for delivery. The second day I rang them, I was told it would be delivered in 2 days. I rang again to make sure 1 day before, only to find no order placed and staff had given me the wrong information. Computer error I believe. Was then told I had to start the order again, so asked for a supervisor who did sorted out a delivery for next day. She also agreed to cover the cost of some additional food I had to buy due to the delay but 2 weeks on, there was no refund showing. Emailed them this time, but they are now saying to send a copy of the receipt for food, information I was not asked for by the supervisor 2 weeks ago. They need to make sure they can deliver on time and they get the information they are giving to the customer right. They need to improve to gain my confidence. I even received a call from the supervisor on the delivery day, advising my refund had been stopped and that she had made sure the finance dept would process the payment and not to stop refunds she had agreed with customers. She had rang my number by mistake and wanted a different unhappy customer! They seem in chaos.
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