“I ordered some dog food on the Tuesday.I was then sent an email on the Thursday to inform me that my delivery was coming out with a courier and was on it's way. I then received another email to say it was coming out with another courier. That makes 2 couriers bring one bag of dog food out!!!! On Friday i was sent an email to inform me that they were out of stock and had left a voicemail to inform me of this. No message was ever left on my phone. I then received another email to inform me that as i had not responded to the voicemail they cancelled the order and gave me a refund. I was left without any dog food!!!!. Why did they not inform me on the Tuesday when they knew they were out of stock and i could have purchased somewhere else. First time of using this company and certainly the LAST!!!!!!”
Good Afternoon Lyn
I am very sad to see you were unhappy with us.Your order was placed after office hours on Tuesday and processing began on Wednesday. We had your order ready to ship on the Thursday and the packing team noticed a small hole in the bag of food. We immediately cancelled the shipment with the courier as the food was damaged. Unfortunately this was the only bag left in stock of that particular food so we called to offer you an alternative flavour. Unfortunately we had to leave a voicemail on the number we had for you and we are sorry you did not receive this. We did try the number again on the friday but unfortunately there was no answer. Rather than hold the payment any longer we felt it was best to refund you in order for you to source the food elsewhere. We are sorry you feel you were let down this is the last thing we would want. Keri Clayton, manager.
“I have had no choice but to score Very Poor, as yet I have not received my purchase, due to the delivery service you use.
It was delivered whilst I was out so I arrange a further day. Checked its progress and saw it was 15 minutes away from me. After some time when it didnt arrive I again checked its progress and saw that my purchase had not been delivered because the driver could not find my address, this despite it already arriving here first time ... I am not waiting on them”
Good Afternoon Mavis, I am so very sorry to hear you have been let down by Interlink our courier partner. We use interlink because of the high level of service they provide but in this case they appear to have let you down on the second delivery attempt. We spoke to you after the second delivery failure (we were not aware they was a problem before this point) and my colleague Lindsay spoke to Interlink on your behalf. Unfortunately on the second day their was a new delivery driver who was not familiar with your area. Which we can only apologise on Interlinks behalf and a complaint was lodged as we were unhappy that you had been let down. We asked them to leave the parcel in the safe place as instructed when we spoke to you after the initial delivery failures and I am glad to see it reached you safely the next day after speaking with us. We are sorry you had a poor experience with our delivery partner, and I just want to reassure you this is very uncommon. Kindest Regards Keri Clayton Manager
