I was very unhappy with my service. I cancelled my order because they had problems with their delivery company not delivering for over a week and then not being able to locate my package of cat food. It then took another 2 weeks to get a refund following an ignored email to the CEO, ignored requests for the CEO to call me back, before eventually a very nice lady finally sorted my refund out when I called AGAIN to complain. I'd initially been told when I cancelled (due to it taking so long & needing the food for my cat urgently) that I had to wait for it to return to the depot before I could have a refund - I obviously wasn't happy that I had to wait when it was their issue with the distribution company, not mine. Things happen with distribution companies around Christmas time and so I didn't have a major issue with that - it was just unfortunate, but to then not be instantly refunded & to have my requests to address this issue ignored... this is what I feel was bad service.