NOWHERE NEAR "EXPRESS DELIVERY" & EXTREMELY POOR CUSTOMER SERVICE My springer has been extremely poorly with vestibular disease & our vet provided us with a prescription to use online to carry on with his medication. After looking at 3 different companies, all very similar in price, I chose Animed Direct soley on the fact that I could pay for "express delivery" & have the medication and also vet grade specialist tinned food because he will only eat this at the moment because he's so unwell, to be delivered on the Thurs when I ordered on the Tues. This was perfect so I placed the order. On checking my account the next morning I could see the prescription had been approved. By Thurs my order still said it was being processed though so I called them, only to be told that because of the bank holiday so deliveries were delayed but she promised it would leave that afternoon to be with me Friday morning. I can understand delays with bank hols, but amend your website to reflect that rather than promising an unachievable delivery date! The medication left the warehouse on the Friday afternoon and the food finally left after 10pm on the Friday night, and we finally got delivery on the Monday morning. Since the non delivery on Thursday I've had to return to my vets to purchase enough food and meds to see if through until the delivery arrived, because he can't be without it, and this has been at a considerable extra cost. On finally speaking to Helena at Animed this morning, after phone calls and multiple emails to complain, they are blaming the prescription taking 48 hours to be approved for the delay. This is nonsense as it showed on my account the very next morning that it was approved and the medication was actually shipped before the food! Helena's colleague Karen blamed the bank hols for the delay, not the prescription in a previous phone call. She was very dismissive when I was explaining the issues and sounded like she was just reading generic complaint responses off a card when I was speaking to her. I thought it perfectly reasonable that they refund the food as I had to purchase the same amount ££ from the vets to see me through until I got theirs but again dismissive and unhelpful with that. She wouldn't let me speak to a manager higher than her and kept cutting me off in speaking with her standard, repetitive responses. Very frustrating and frankly awful. A big chunk of their market is sick pets so promoting quick delivery dates is very questionable when they're unable to do so and leaving owners without essential medications or food! With competitors offering comparable prices I'll not be hurrying to use Animed Direct again