I placed an order then received an email saying my order was incomplete. I could not get back into the order and so placed a second order. Nothing was delivered. I checked my paypal account and found that two payments had been made for both orders. Eventually the order was delivered over a month after placing the first order. One of my dogs is on a special diet and I completely ran out of biscuit and meat packs required. An apology was received for the poor admin and service and I was promised a voucher as compensation but that also has not been received.
To reply as a company, please log in to your business account.
I am terribly sorry to hear that you were charged twice for your order, and of the delays that occurred on it afterwards. As you can imagine, the service you received on this occasion is far from the service we want to give our customers, and rest assured that we have put every measure in place so that this does not happen again.
Vouchers are not physical vouchers but vouchers on account, so yours should be available when you place your next order with us, you will see a little box before the payment page with the amount allocated. If this is not the case, or if there is anything else you would like to discuss with us, please do not hesitate to contact us by phone and one of our managers will gladly help you.
Please don’t hesitate to contact us if you have any other queries.