Website has changed and therefore unable to just reorder what I have had previously. Placed an order expected delivery 2 Aug. Called on 5 Aug to enquire and was told they would need to investigate and get back to me. At 4pm i had not received a reply so i decided to call their customer services nos... tried option 2 no call handlers to take my call and then the call cuts off. Tried 6 times between 16:00 - 17:00 and to no avail even though they are supposedly open until 18:00. Called on 5 Aug and after the call handler Sarah took all my details rather than looking up the order with my details.... told me she couldn't help. Spoke to Paul Thorpe the supervisor who was equally as unhelpful and said i had to wait until Monday! What is the point of a customer services line if you can't help anyone?! I have sent in a complaint to the email address on the Waitrose Pet website and to date no reply! I am also awaiting a refund that i was told by Emma would be credited between 3-5 working days... to date no refund. AVOID ordering anything through this site at all costs, the service has gone to the 'dogs'.