“I've been a customer of TLI for several years and have generally been happy with their service and products.
Recently however I had a very negative experience following a mistake I made on my order, and despite using all of the communication options they made available (including web page notes, multiple emails, and phone calls, and chat) I was unable to get in contact with them to make the needed correction to my order (the order was then delivered to the incorrect location where it sat outside my house for several days as I was away on business).
When I asked them to admit some responsibility (as they don't pick up emails in a timely manner, nor do they answer the phones) they refused and simply said that as I'd ticked the terms and conditions box when I order they therefore had no responsibility for anything.
This is not how I expect to be treated by a supplier I've spent hundreds of pounds with, and the experience has lost any goodwill felt towards the company. previously I have recommended them to several other people but based on this experience I will no longer be doing that, and I'll be keeping my eye out for alternative suppliers going forward.”
“Placed an order on 02/10/2023 for delivery on 05/10/2023 email notification received 06/10/2023 items damaged, they would send replacement. Seconds later another email stating that they were issuing a credit note. I refused a credit note and requested a refund - 24/11/2023 STILL no refund. Despite my Consumer Rights for a refund. Avoid!!”
“Extremely dedicated staff a family run place, that know about dog nutrition and cats. They haven't stopped working all through covid and lockdown. I had a super fast delivery. My animals really do love the food. I rate They love it above all else.”
