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“New Owner - Save yourself the headache & shop elsewhere! ”

written by Damon289 on 12/12/2015

Ordered quite a handful of times prior with a mediocre experience (by no means what I'd consider "good" but not terrible) but they were the cheapest so I managed but the most recent order experience was poor and such a headache. The order prior to my most recent I had to place by phone as the website didn't correctly apply bulk buy discounts; while inconvenient, I this was okay (part of the mediocre expectation). Now I was overcharged on their new packaging fee which they agreed to refund then simply fixed the website and failed to refund. They list an option to leave a note to them, I left one instructing them to ship the frozen ASAP (the Saturday which I had paid extra shipping for) no delivery on the Saturday and no call prior to this to advise me it wouldn't be fulfilled. One item was out of stock and no one called to advise of timing for delay- not sure why they think people can go an undetermined amount of time without frozen dog food!? First advisor said I should have known as they list the delivery date now (a change from prior... which my mind reading powers apparently didn't pick up since this was never the case before!). I rang ultimately four times for this issue. The 4th time to lodge a complaint after being hung up on without just cause; I appreciate they are struggling with orders but this is not my fault and they should be apologetic! The woman I lodged the complaint with was pleasant and apologetic and had advisor 3 been like advisor 4 I wouldn't be as upset. Woman on the third call was completely useless and ultimately hung on me because I was asking her to confirm that a manager would contact me to resolve this as I've already wasted enough time calling them and I wanted to ensure a resolution, I wasn't rude or swearing or even sarcastic (I saved the sarcasm for this review), although I'm sure she was able to tell I was irritated (as would anyone be in that situation since it was 4 days after the expected delivery date and speaking to someone non apologetic and not helpful!). I did mention they're not giving me much incentive to remain a customer as they've raised prices now and are now bringing on unneeded hassle into my life! She didn't apologise and no manager was available and she refused to confirm I'd be contacted by one. I appreciate they are "cheaper" for some items, but I think I'll be paying 60p more per 12 pack of Nature's Menu multi packs to get it at the local Jolleys, they've always been pleasant to shop with and for an extra ~£3/mo I'll go ahead and save myself the headache and hassle thanks (yes, I actually calculated how much extra I'll pay)! And as an FYI, this is coming from someone who LOVES the best deal and in nearly all instances would put up with hassle for the better deal, but this is ridiculous!