I ordered two dog shampoos and it took 3 weeks! Their first attempt took 2 weeks and I had to contact them to find out where it was. They had no explanation except for 'something went wrong with Hermes'. The person I spoke to was rude and abrupt. He cancelled my order and reordered it. The second attempt went to my old address and they phone me saying I no longer lived there! (I knew that!). I then phoned them (you cannot email to have your items resent!) and the operator accused me of giving Fetch the wrong address until he realised their mistake at using an old address Ocado held for me. Finally he reordered it and gave me a £2 discount. Fantastic customer service all round! It sounds like there are many similar reviews recently for this company so avoid them!