I placed an order in mid-March. It was still marked as "processing" for days and I had no confirmation email, so I wanted to check that it had actually gone through, and there wasn't some problem with it, as my dog has pancreatitis, and will die without low fat food. So I spent literally all of one day trying to get through to them, but the phone was constantly engaged until about 5.15, when I FINALLY got onto a queue of 12 callers. I waited in that queue for well over an hour and a quarter, at god knows what cost in phone charges - until my partner went on the internet and said they'd been closed since six!!! It might be nice if people were not left waiting in a in the queue when the call centre closes! I waited as caller number one for 15 minutes! I emailed again, and instead of answering my question about my order, they lied and said nobody had been left in the call queue!! 3 weeks after I ordered, I got an email saying the delivery was due today - at exactly the same time as I had to pick up a click and collect order 10 miles away. I changed the date, got confirmation of the change - and the order still turned up on the original day, and was left on the doorstep. I know that part was DHL's fault, but clearly incompetence is catching... Wish I'd read the other reviews before I ordered!