Review Time
Update: Ollie Dog's head of customer service reached out to me. They are working to make this right. I have never changed the number of stars in a review before [is that even possible] But it makes a HUGE difference they care.ok yes! Apparently you can, so I'm changing the 1-star to 4.Original Review: Had a good experience previously and my dog loved the food, but this reorder is a COMPLETE fail -- Something is very messed up with their logistics, and in this case there was a total lack of truthful communication.The order didn't come on the day it was due; first, I was surprised they didn't reach out to me proactively with a new ETA. Second, when I reached out to simply ask: Is there a new ETA or should I still expect it today? -- it seemed they had no idea of what was going on and had no way of finding out.I received conflicting messages [It's still coming today! No, it's still being prepared! No, it was shipped on time and it's coming today unless you hear from me!].I wait. I hear nothing. It doesn't come.Then I get a shipping notice saying it is at UPS in another state and will be delivered 3 days from now.This is a perishable product I am supposed to feed my dog...No word from customer service so I contact them again. They still don't know/can't say when this order was shipped, possibly 2 days ago, but they agree it's best not to gamble on it being safe in 3 *more* days. They volunteer to send a fresh replacement shipment instead, and said it was confirmed be delivered in 4 days. I said thanks! because I'd much rather wait for a safe, fresh product and thought the problem was solved.This was not true and the problem was not solved. Apparently after I questioned the safety of the first order, someone expedited it to come on a weekend delivery instead of the 3 days? And cancelled the fresh confirmed replacement shipment? I say apparently because no one ever communicated anything to me and I am left just guessing.After expressing to them repeatedly how *important* it was to me to know when it was coming so I could have someone available to receive the order and put it away without delay --Instead, I just happen come across it late Sat [when the last I heard my new order was coming the following Tues instead!]. UPS usually delivers to the door for us, but this left down a very long farm lane away from the house and was simply chucked on top of the mailboxes [maybe because it was a weekend delivery?] --and left sitting in the sun for hours.After waiting but not hearing from anyone [except 4 messages asking me to rate their service!] and never receiving the fresh "confirmed" replacement shipment] I reached out to customer service a THIRD time:I don't know why I received the original shipment instead of it being returned to them; I don't know how long ago this shipment left their warehouse? because when I asked previously, they said they didn't know; How would I know if it thawed and refrozen Or if it is safe to feed?And the fresh shipment they offered and "confirmed" was coming Feb 3 to replace it NEVER CAME.I STILL RECEIVED NO REPLY except an auto reply saying they had a high volume of messages and are too busy now.At this point, it's 8 days after I ordered. I'm running out of my previous food I was going to use to transition with. I have spent [more than] my month's budget for dogfood on their food, and have my freezer space filled with their food, and NO ONE CAN TELL ME IF IT IS FRESH OR SAFE.At this point, I just want them to come get all the food and give me an *immediate* refund.
I didn't like the fact that I can't feed my dog this food fast enough. I don't have room in my freezer and I only want to order food when I need it. My dog is very picky and I also cook for him. I would prefer to not automatically receive Ollie food every few weeks.
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Founded in 2016, Ollie believes dogs deserve to live the best life possible. That's why we’re on a mission to drive the dog wellbeing revolution through food, science, data and fresh thinking. Our recipes are developed by chefs, vets, and food scientists, and backed by vet nutritionists. We use data from hundreds of thousands of dogs to supercharge our innovation to deliver the best possible experience for you and your dog. See more
