TERRIBLE CUSTOMER SERVICE TO LOYAL CUSTOMER

My money was taken straight away but item ordered was never received. Rang customer service and explained that I am a loyal customer and hadn't received the tablets for my horse. I explained that he desperately needed some as he had very painful arthritis. I asked them to send out some more pills by next day delivery as my horse needed them. The girl I spoke to wasn't interested in the slightest that my horse was in pain, the tablets I had paid for hadn't arrived and would not help in any way what'soever. She was totally missing the point that I needed them urgently and just kept saying over and over again about their terms & conditions stating they weren't prepared to help in any way for at least 10 days. I have been ordering regularly from the company for a number of years and couldn't believe how inconsiderate they were firstly to the fact my horse was in pain and also to the fact that the tablets hadn't arrived.