![]() Please accept our apologies for the charge being taken, these can be refunded easily via our contact centre. We want to assure you we are looking at ways to fix this and quickly. There are a few reasons for this but mostly its due to the fact that our subscription app is not yet linked to inventory levels at our warehouse. We are very new at direct to customer deliveries and we are aware that the service is not perfect just yet. And secondly, we are so sorry to hear about your poor experience both with the call centre and with our subscription service. If you are struggling to get a response we also offer an email service Please let us know how you’d like us to resolve this and we hope you’ll give us a second chance.įirstly, it’s great to hear your dog loves their Freshpet meals. This is why our 0800 00 96185 number is manned 7 days a week 365 days a year. It is also sometimes difficult to reconnect with our customers as we appreciate people lead busy lives. Our customer contact centre does try very hard to return calls and resolve issues first time around, but it is not always possible. We can of course get a new order sent out to you free of charge or we can simply refund you the order entirely? Please accept our apologies for this issue not being resolved sooner. We are also sorry that our customer care centre let you down by not resolving this right away. Our delivery partner DPD are instructed to make a delivery that day and not return customer packages back to their depot as our recipes are fresh never frozen. We are sorry to hear about your experience with our subscription service. Again sorry we let you down, we’d like to investigate further and help get this resolved. While our production staff is working 24/7 it is taking a bit longer than anticipated to fully replenish our stock. In addition, the demand for our food has increased tremendously. As many food companies have experienced this past year, we have faced challenges with getting ingredient deliveries timely and staffing shortages both internally and externally have impacted our timeline. We are catching up on stabilising our inventory. If you are struggling to get a response we also offer an email service Lastly we also deeply regret that you haven't been able to find our recipes. ![]() And secondly we are sorry to hear about your experience with our website service. Sadly like many other human food fresh retailers we are suffering with delays to our supply chain thanks to Covid and BREXIT.įirstly, it’s great to hear your dog loves their Freshpet meals. If you are struggling to get a response, we also offer an email service Also please be aware that all of our recipes are made using 100% fresh all natural ingredients so you can change between individual flavours, which is why we offer alternatives. It is difficult to sometime return a call so the 0800 00 96185 number is manned 7 days a week 365 days a year. Our customer contact centre tries very hard to return calls and resolve issues first time around. Please accept our apologies for the charge being taken this can be refunded easily. The subscription app we use is not linked to inventory levels at the warehouse, and we're looking at ways to fix this. We're very new at direct to customer deliveries, and we're aware that the service is not perfect just yet. Hi Chris - We're sorry to hear about your experience with our subscription service.
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