Having had bad service from your organisation I believe as the MD you should be aware of this especially as your company ethos is supposed to be, “focused on customer experience and multi-channel excellence”. I ordered, on-line, the products. I then waited a week for delivery, which although not ideal is equally not unacceptable. However, when the product was delivered I noticed on opening the outer packaging that it was not what I had ordered. At approximately 5.30pm Wednesday 18th I called your company but I was told that the customer service team who could deal with existing orders were unavailable and would call me back by 8.00pm. By Thursday 5.00pm I had still not received a call back. So I called again. I was advised that your company would collect the incorrect product on Friday 20th, but would not be able to despatch the correct order until the incorrect products had been received back into your warehouse-that is unacceptable. Thereafter I would receive the goods around Tuesday/Wednesday 24/25th. I explained I had already been waiting for one week and I was desperately low on dog food and I cannot give my dog any alternative due to his health. I was then advised that the collection and delivery could take place on Friday 20th. I was also advised that due to the error I would be called back with a time when this would take place—this didn’t happen either. Sure enough Parcelforce arrived and collected the incorrect product. I have then waited in my home all day and no delivery has taken place. At 5.15pm (Fri 20th) I called your company and pressed option 2 for existing orders. I called 3 times and was cut off 3 times without speaking to anyone. I called again and this time went through to the new orders (option1), and was told they couldn’t deal with the issue and would get someone to call back. At 6.30pm I called again to be told the same-someone will call you back.I do not hold out hope of receiving a call this evening. Luckily my local vet has a 3kg bag of the product which I can pick up tomorrow as I am now out of dog food. When I do manage to speak to someone at your company I will be cancelling the order as your company’s reliability and customer service is shockingly poor. If this was not the case I would be ordering the products from you on a regular basis. However I will be taking my wallet elsewhere.