m........n

Did a delivery order from them (nice option to have) but I ordered a 14g bag of Redecan Animal RTNZ but received a mis-labelled bag that said it had 14g and it only had 3.5g. I spent 5 DAYS to try and get this resolved and it's still not resolved. I immediately reached out to their customer service and reported the issue. They asked me to send pics to them and promised to get back to me within the next day. That didn't happen. 5 days later I tried calling again to see what the status was -- it took me 3 attempts to get anything besides a voicemail (I did leav emessages). When I finally did get through to someone they were a bit surprised and had no idea about this ongoing issue they were already supposed to be handling, but looked up my account and said "Oh I do see notes on this, let me check into it". They said that they had to check in with their supervisor, etc and would get right back to me. Fast forward a couple of hours and I got a call back from the CSR. The first "offer" I got was "We can give you 20% off your next two purchases" ... which was honestly horrible. I would have to buy at least another 28g to get my money back for what I already paid for. I said that was not acceptable and that I honestly didn't want the product any longer and was unlikely to be making any more purchases from them as a result of this terrible experience and just wanted a refund at that point. They went very quiet and said "Let me check in and I will get back to you". Fast forward another couple of hours and I got a call from said "Supervisor" (name was Lori -- who I think may be the owner). I had to argue for a good amount of time in order to finally convince her to give me a refund -- she wanted to replace the item which I no longer wanted but I refused as honestly the product itself was also pretty terrible, was very dry, had almost no fragrance, etc. It took a lot of back and forth but she finally agreed to refund me for that part of my order (I had other things that were fine), but she wanted the delivery driver to come back to pick up the opened and very underweight bag and I said that was fine. She said that as soon as they got the bag that they would issue me the refund. Because I had already posted a 1 star review elsewhere (and I told her about it) she asked me for a "favour" and said "If you change your review to be more favourable I will give you 20% off your NEXT order". That was the only offer of anything to make this horrible situation right. I outright refused and told her to keep her discount as I wouldn't be purchasing from her stores any longer and that it was a pretty horrible customer service experience. She went on to complain loudly to me that it wasn't their fault that the bag was so underweight to which I agreed ... sh!t happens after all, my review was based on the customer service experience. She then went on to tell me that they "needed to have all the stores weigh their bags from this supplier to make sure others don't have the same experience" as well as "reach out to others" to find out if they had seen this sort of thing happen before and a bunch of other stuff that I honestly stopped listening to. I informed her I was not interested in being bribed to change my review and that I would not be changing it as the experience was still horrible and getting worse! I just wanted a refund. She then promised that as soon as they got the bag back they would issue the refund. So about an hour later the delivery driver picked up the product to return it. It's 24 hours later now and no sign of a refund. I tried phoning their customer support line 3 times so far today, no one is picking up and it's going to voicemail and no one has returned the callback request. I have no ticket number, no other evidence that any of this even happened and I have no refund, so I'm out $100 AND all the time and energy I have wasted on this whole fiasco. So no, I cannot recommend anyone shop here. While they do have a decent enough selection if/when you run into issues good luck with getting any resolution. I'm sharing this experience far and wide in hopes that others don't end up in the same boat as me. I honestly I suspect I won't even see my refund.