We ordered a rabbit shed on 25th June 2025 and were advised via live chat we were booked in for delivery the weekend of 26th/27th July. I heard nothing a week before delivery was due was contacted via live chat to confirm which day that weekend and a time for delivery. I also asked a totally different query at the same time. I got a response to my other query but they totally ignored the bit about delivery. I chased again the Thursday before the weekend the delivery was due, but again no response. I then recieved a phone call from Hannah who said she was one of the owners of the business advising they could deliver the shed on 4th August. I queried this as it had been confirmed via live chat for the 26th/27th July. Hannah advised the live chat agent had agreed the delivery date but not passed it on to the correct team so it was never booked in. Hannah advised the could deliver 3rd August at the earliest and they would give us free bunny hides for the inconvenience. I accepted this reluctantly and a delivery window was agreed for 3rd August. I recieved a call during the delivery window of 3rd August to advise they couldn't come now as the van had broken down the day before and their 3 other vans were apparently all in for a service (seemed odd). Delivery rearranged for 5th August and my husband took the day off work. Suprise suprise, the morning of 5th, around the time of the delivery slot, we recieved another call from Hannah advising the hire van was not big enough so they could not deliver. She tried to blame the hire company. I requested compensation due to 3 failed deliveries and the distress caused. Hannah eventually agreed to £100 compensation for the further mess ups and rearranged delivery for 8th August (this compensation was never recieved). 8th August arrives and suprise suprise another call from Hannah. Apparently the staff member due to do our delivery walked out that morning and they have no other option. I requested a full refund as with 4 failed deliveries we have reason to believe the shed may not even have been made and if it was, they were never planning on delivering. We have also had to deal with some incredibly rude staff when we have called in. Hannah did agree to the refund and advised it would show on our card within 5-7 days. After 7 days we contacted our bank as the money was not in our account (as we had suspected). A dispute was raised and Mastercard have completed a charge back to get us our refund. This has been extremely stressful for us and our bunnies are currently left in temporary accommodation (which this company knew as we took the old shed down ready for the delivery date we were given). After the first 3 failed deliveries, the company also refused to talk to us over the phone, blocked me from being able to live chat and refuse to reply to emails.Overall summary - shed never received (potentially never built), rude staff, constant lies and failed deliveries, so please avoid at all costs. We are now out of pocket as we have had to purchase emergency housing options for our bunnies whilst we wait for another company to deliver a shed.
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