I used Huggle Pets as I was struggling to find the bedding I use at my usual retailer, but was dissatisfied with the hay that arrived. It to me looked like straw, and when I contacted the customer service team I was told that because the product was in the right packaging, it was the correct product. I mentioned that it could be possible the product got mixed up and I had the right packaging but the wrong product, to which I was told that it was hay because that's what the supplier said it was. I have ordered this brand before several times and never has it looked like what I received, it's way too course and golden, and my Guinea pigs don't like it. But as they are convinced I received the right product, I cannot take this matter any further within customer service. I was advised I could return the products in their original state, but as I opened 1 pack I would not get a refund on this and it's too much hassle to send back 1 packet at my own expense.