I ordered the package for “enthusiastic chewers” for Christmas. My dog is a just a bit rough with toys so I erred on the side of caution. Unfortunately, because of low stock (it transpires) they included one element from the gentle range. Inevitably that was the one my dog bit the top off inside 15 minutes and it was an anxious few hours before I found it. I complained to the company and it was several days before I heard back, though it was over the holiday period so that is somewhat excusable, they are a small company. After some correspondence they - and I - realised what had happened with the substitution and without asking me to return the rest of the package they refunded my full payment, as well as offering a sizeable voucher to buy other products when available. Lessons learned for them is not to substitute products without agreement, try to manage stock rather better so that things aren’t unavailable for lengthy periods (though that can be difficult for small businesses) and, looking at other reviews, communicate quickly and honestly. There would have been an extra star for the customer service, let down only by a delay in the first response, regardless of holidays but I’m just not sure about the product. The idea is great but how well is it executed? I’m not sure.
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