Jen

Aug 25, 2025

I placed an order for prescription cat…

I placed an order for prescription cat food, which I needed by the end of the week. I paid for express delivery (1-2 days) knowing that this would arrive in plenty of time. I specifically chose this company as they offered that quick delivery service and I had not experienced any problems with them previously. 4 days passed and I have received no update, tracking or delivery. They don’t answer the phone when you call and live chat was always closed when I have tried to use it. I sent an email and finally received a response 4 days later (8 days after I placed the original order), from someone called Loren who completely ignored my query and said the email address I emailed them from does not match the account holders email address. I am the only account holder and have one email address. I also emailed them originally in response to my confirmation email - I really don’t know how there could have been any confusion unless she had her eyes closed whilst responding. Appalling customer service - happy to take your money without sending you what you have paid for and make no efforts to resolve the problem. Absolutely shameful behaviour from a company that should be used to providing urgent goods for unwell pets! The only future contact I will be having with them is to get my money back and I would not recommend this company to anyone.