I have been a customer for over four years, and I have never faced anything like this. I placed and paid for a substantial order of dog food on 1st January. Despite numerous promises, delays, and reassurances, the food never arrived. The replacement delivery that was confirmed for 12th January also failed to show up, and communication deteriorated significantly. This isn't just a delayed shipment of clothing or non-essential items — it's food for a dog. Due to the company's repeated shortcomings, my dog was left without food, which is entirely unacceptable for a business that focuses on pet nutrition. What made matters worse was being offered discounts or credit for future orders instead of a proper resolution for an order that was fully paid and never fulfilled. I did not want a discount — I wanted the food I paid for, or a full refund along with appropriate compensation. The lack of urgency, accountability, and empathy displayed in this situation is shocking and contradicts the image the company promotes. This experience has severely undermined my trust in the brand. I am extremely disappointed. This level of service is unacceptable.
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