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“unreliable and appalling customer service!”

written by Morsesn1945 on 25/04/2016

I have been using this company for years to buy my frozen raw dog food from. Until this last order, I have not had a problem, except for the reliability of the website more recently, and having difficulty in processing my orders.

Having successfully managed to order some frozen raw dog food, it was due for delivery on the following Friday. I was given the time slot for delivery, and a box duly arrived in that time frame. On unpacking, I realised that there were two items missing, and another item that I hadn't ordered, and that my dog
Wouldn't eat. On phoning I was advised to bin this, and the remaining items would be with me the following Tuesday. They didn't arrive, and on phoning again I was told they hadn't been despatched yet. I arranged the Thursday as delivery day, this was agreed on, as I wouldn't be at home on the Wednesday. Lo and behold, when I arrived home on the Wednesday, an attempted delivery had been made. On ringing yet again, I was advised that I could go to the depot to collect them, a round trip of 40 miles! I said this was unacceptable, and as it was Berriewoods fault I wanted a replacement sent, as this was frozen food. Friday was agreed, and I left it at that. Went shopping on the Thursday, to find the courier had attempted delivery with the by now defrosted items, and left them with a neighbour. The driver told my neighbour that this had been on his van for four days. It was a total mess, having long since defrosted, and obviously not acceptable to feed to my dog. Phone call no. 4. I was advised that part of the remaining order wasn't even in stock, so couldn't have been delivered on the Friday as they didn't have it! It has now been arranged for this Tuesday, but its now Monday and no word that it has been despatched yet. I am not holding my breath!
I have always recommended Berriewood Wholesale to my many doggie friends, but not any more. I would also go as far as to say avoid at all costs, and save yourself the stress of waiting for useable items to arrive.