This isn't the 1st time this has happened with this company and the standard script when you call is that they're experiencing problems with the warehouse? So Placed order on line on the 1st October and had problems paying called on the 2nd and completed the order. Called on the 8th when the order had not arrived and they apologised with the warehouse script promising 48 hr delivery so expected the delivery before end of the week! Email on the 11th saying that the order had been shipped! and tracking it it's now in transit and expected delivery Monday 14th so two weeks later I might get my order. In the mean time ran out of food so had to visit that well known pet store, who sell the food in 15Kg rather than 12Kg and if you do the maths there is little difference in price. So guess where I'll be shopping not only for the dog but the cats. £60 a month that they're going to lose £760 a year turnover.
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Allow me to begin by offering my sincere apologies about the delay on your order. Naturally this is not the level of service we like to offer our customers.
In order to cope with a recent upsurge in orders, we have been implementing new I.T systems in the warehouse. Lamentably, this has had the short-term effect of prolonging delays on some orders that were already late; unfortunately, yours was one such order.
Sincere apologies once again, please rest-assured we are working on processes to make sure this type of thing does not happen again.