I've been a loyal customer for the last few years, with a monthly subscription.
Ahead of moving area, I changed my address on their website. Being the person I am, I checked again just after the move and saw my address had reverted back to my old address. I changed it again, and deleted the old address again. I checked the upcoming delivery and it stated the new address for delivery, but to sure I even emailed customer service to confirm that the address had changed ahead of my delivery. The response received did not highlight any issues.
Several days later I got a notification to say my order was out with DPD, I waited in but then received a notification that it had been delivered. I contacted the company and they advised it had gone to my old address. I logged onto the website and again saw my old address was listed when this had been deleted and my new address was marked as the default.
The response I received did not involve an apology, nor confirm if they had investigated the fault on their webpage. Despite my years of loyalty, it was instead viewed that it was my fault, I must not have changed my address. Despite providing screenshots, and having the email to customer service, before the order went out.
It's 40 miles for me to try and collect my dog food delivery, that on this occasion amounted to around £60. I have no contact with the new home owners so will have to travel this distance just to see if they are home, and hope they are honest that they've got my parcel. They did not apologise or offer a redelivery or refund.
I've given 2 stars as prior to this I had no problems with their service and recommended them. However, now knowing they do not apologise, investigate or rectify their mistakes I cannot in good faith recommend them and only upon requesting to cancel my subscription did I receive a sorry you are leaving but no support.
