I've ordered a product the kids are familiar with and like. They sent a different product - from the same range but taste and composition are very different (we also know that product and don't like it). It looks as if they made a decision to substitute the product I've ordered without my consent. They could have asked whether I wanted a replacement before they sent out the substitute. I've tried to ring them - nobody picked the phone up. I've informed them by email that they made a mistake. They wanted proof before they can give me a refund. I sent a picture. They now acknowledge they made a mistake and insist I return the item before I can get a refund. No compensation for the time it takes me to rectify a mistake made by the company. No willingness to talk. Very brief emails with long response latency. I DEFINITELY WOULD NOT ORDER FROM THEM AGAIN. THIS HAS COST ME A LOT OF TIME just to be back where I was before I ordered from them. Very poor customer service and no compensation for wasting customer time.
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