I have been using Vetmeds for some while now and have always been pleased with the service however the last order I made went badly wrong. I order 12 tins of Prescription d/d venison flavoured dog food. My dog is prescribed this by Queen Mothers Vetinary Hospital. I placed the order expecting it to be delivered within the two/three days as listed on your order forms and as it had been in the past. In the event it took over a week with at least six or seven telephone calls to find out what had gone wrong. I was promised that a refund of the "delivery costs" would be made and if I incurred additional costs (as I had to buy it from Pets at Home -14 miles from where I live) I would be refunded that too. In the event there has been no refund of the postage/delivery costs and no one has asked me how much extra I incurred to ensure my dog had his special food. The mileage was 28 miles at say .35p a mile which is £9.80 in petrol and and I had to pay an additional £6.30 for the tins of food as I could only get it in batches of 12 - in the same way as you sell it. As my dog has pancreanitus and cannot eat anything other than the Prescription Diet food this caused me much concern. I look forward to hearing from you. Yours sincerely, Mavis L Connell White Banks, Crowmarsh Hill, Wallingford OX10 8BG