As a loyal customer for years, I have always appreciated the excellent service. I typically choose same-day delivery, but my last order was standard delivery, which used to take 2 days. It's been 10 days now, and the order contains urgent medication for my dog. When I called about the delay, a new representative provided poor service, refusing to send the available food and medication for same-day delivery, despite the heat making it unsafe to go out. I was extremely dissatisfied with her tone and professionalism. Previously, the staff has always been friendly, making this experience particularly disappointing.
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