I am incredibly frustrated with my recent experience with this service. I had been receiving a bi-monthly delivery of sawdust for my small pets through an online platform. This order was supposed to be 20 kg of compressed sawdust. However, my latest delivery, which comes every two months, arrived in a much smaller package that was noticeably lighter and not compressed at all, despite the platform still listing it as 20 kg. After attempting to follow the returns process on the platform and being directed to contact the supplier directly, I found it impossible to reach them, which led to a frustrating cycle. I ultimately decided to reach out to the company directly. When I explained the situation to an employee, she offered no apology and merely stated, "We changed our Supplier two months ago." I requested a refund, but she informed me they could only provide a 20% refund. When asked about sending the product back, she eventually agreed but didn’t clarify that I would receive a full refund if I did so, which I had to press her for. Her attitude was condescending and rude, and she failed to explain anything about the return process. After a lack of communication from her, I was connected to another representative who also did not apologize for the error and I had to extract information about the returns process from her as well. I was told I would receive a confirmation for the return, but that has not happened. I waited all day and cannot contact the company because they are closed until Friday. This experience has been utterly unacceptable.
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