“Shocking customer services! The company sent me the wrong dog food which wasn’t noticed until a few weeks later when current supply of food ran out. I called the company explaining the situation (correct food ordered, wrong food sent) only to be quoted T&Cs and told it’s my mistake for not checking at the time of receipt. They were extremely rude on the phone & via email. Not only do I spend a considerable amount of money with them each month, I have also recommended to friends & family who also use them. Not a company I’ll recommending again in the future!”
“good dog food let down by slow dispatch, ordered on 15th December 2021 at 10:08am, as of 2pm on the 21st December DPD still had not received the parcel from you, i know its a 3 to 5 day delivery, but did not know it would be 3 days to a week before even sending the dog food out. They used the its Christmas excuse, well other companies seem to cope, but if you are behind with orders then keep your customers updated. An email to say you are behind would of helped, but sending out 6 days after i ordered does not leave much time for the courier to get it to us.”
“Used countryside mix bag with success for around 2 years. Last month MW sent the wrong bag (salmon & veg) which we only realised after opening it as the packages are very similar. Our dog does not tolerate salmon (loose stools) therefore the bag was of no use to us. MW could understandably not accept a return of the opened bag but refused to offer any sort of recompense for their error leaving us stuck with a £53 bag we cannot use.
I was offered a £2 refund because the salmon+veg was £2 less than countryside mix and they had the cheek to call this a 'gesture of goodwill'! I was offered a conversation with a nutritionist which was pointless as I know my dog tolerates countryside mix.
It appears they would rather lose a regular customer than take any amount of responsibility for their error.”
