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“Seemingly too busy to provide customer service”

written by Gibson316 on 16/12/2015

I've used Berriewoods since I got my rescue dog and had found them to be reliable, usually delivering within a day or two of order.

I placed an order on 13th November, expecting delivery sometime during the following week. No delivery, no information as to when it might come. I emailed. I phoned. My first phone call resulted in a promise of a Saturday delivery. No delivery. I emailed on 19th November and eon 20th November but received no response and phone calls only resulted in me being told they were very busy.

My order was eventually delivered on 30th November. That was the end of it I thought. But lo, yesterday - 15th December - they started answering my emails dated 19th and 20th November telling me a delivery had been signed for at my address and should they take it up with DPD.

I then received an acknowledgement for an order I hadn't placed. I called them today to find out what was going on and all I got was a girl telling me they've been very busy and so sorry.

When I asked whether a 3 week wait between order and delivery was to be standard from now on all she repeated was that they are very busy.

Berriewoods need to get some customer service staff trained up and demonstrate that they understand they have let down regular customers. A small token would have been appreciated - e.g. a box of dog treats or a small credit towards my next order. This would rescue some of the goodwill they have lost.

I now don't have much confidence in their interest in my continued business so I will be researching whether I can find the food I need to buy at a decent price elsewhere.