At the start of October, I tested positive for Covid. My mum purchased a bag of Hay from the Range. We usually get our hay from there and I was running low and needed some for our guinea pigs. Unfortunately, I discovered one of guinea pigs chewing a white stone. On closer inspection of the bag of hay, it was riddled with sticks and many stones. This is an item they sell in their small pet food section on their website so in theory it should be safe for animal consumption. I called their customer service number where I was made to wait for 40 minutes. Eventually I was taken to a survey where I was asked to rate the service I had received and then I was disconnected without speaking to anyone. I won't lie, this frustrated and angered me because my time had been wasted. I then decided to email my complaint to them. Alison from the customer service team emailed back and asked for further details and that the range would like to send two bags of hay to me. I gave over the information they were asking for and also asked that this be looked into properly, I didnt want any one else's animals to come to harm from a product that was unsafe. I didn't hear anything back so then I emailed again. Alison came back to me and assured me that my details would be passed to the appropriate departments. I have heard nothing since, no outcome, no replacement hay, nothing. I have given them plenty of chances to reply but frankly they do not care about their customers and they do not care if they are selling products that are harmful to animals. This was something that could have been dealt with respectfully by both parties but instead they decided they would prefer to ignore the customer. I was in a vulnerable position where I had to rely on others to get items that our family needed, hay being one of them. I am now far beyond frustrated. I will no longer be shopping at The Range, their customer support has shown that they think very little of their consumers and I will not be lining their pockets with another penny. They have ruined my trust in them and their reputation.