I have been ordering Burgess food for my greyhound for over 2 years now from Fetch. Up to last week I have always received a great service..DPD always delivered the food on time and were always very efficient. Last week on 9th October I placed my usual order with Fetch... 2 bags of Burgess food. On 10th October I was told the delivery would be made within a 2 hour slot. Whilst out, I received another email to say the time had been changed to another two hour slot but the delivery would still be made that day. The courier would leave the bags in a safe place. On my return the courier had delivered only one bag. I contacted Fetch who told me that Hermes who were now the courier, had split the delivery and would only deliver one bag at a time. I was advised that the 2nd bag was on its way and just to wait for Hermes to send another email. Two days later I still had not received another email from Hermes but happened to see the Hermes driver who told me that they had only ever received one bag of the food for this particular order and there wasn't another bag at their HQ. So I contacted Fetch again and this time another advisor told me that they their pickers had been a bit slow but it was on its way and if it wasn't with Hermes, it soon would be. She advised me that she would email me as soon as Hermes had the second bag of food at their HQ. Over one week later and still no sign of the second bag of food and no email from either Fetch or Hermes. So I contact Fetch again today and this time another advisor tells me that it seems they must-have been out of stock. I asked why would Fetch let a customer place an order for two bags and take the customers money if they knew they could only supply one bag. The advisor believed that when I placed the order the food was in stock but then when Fetch went to send the bags to the courier, there was only one left and they were out of stock. What amazes me is that at no time did Fetch think it was worth the bother to contact the customer, (a regular customer for over two years) to inform them that the goods were now out of stock. Today I was told that Hermes tracking shows they are still waiting for the second bag to arrive. I said what has that got to do with the customer. The advisor told me that it was out of stock. She then suggested that she could cancel the order and rebook it. I asked her to explain how cancelling the order and rebooking would now make the product available if it is still out of stock? She told me "I'm just giving you the options" She said she was looking to see if Ocado was an option for me, but then said it wasn't. So is the problem with the stock or with the courier?? She then said "is there anything else I can help you with" But Fetch haven't helped me as I'm still in the same position I was in last week. I am far from satisfied with this service. Fetch have my payment but I have only received half an order and they don't seem bothered. Why change the courier and why does a customer have to contact a company on three separate occasions and still not have the matter rectified. I wasn't offered a refund either the second advisor put £5 credit on my account with Fetch, to spend by January 2020. So don't expect a great service anymore from Fetch.