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We pride ourselves on our quality of products and service so I have to apologise on the poor service you received during this period. We did have production issues during this time but that doesn't excuse the lack of communication that you received regarding your order. We have now resolved all of our production issues and we will relay your feedback to our customer care department to improve future communication. We're sorry to lose you as a direct customer and we hope that we can regain your trust in the future.

We're sorry that you are disappointed with our new hamster nuggets. As a company that prides ourselves on caring about animal welfare, we made the decision to stop producing all muesli style mixed products for small animals. We now know that hamsters can selectively feed which can lead to health problems, and as we put welfare before anything else they had to be replaced. While a complete nugget might not seem to be as exciting as a mixed diet, there is the peace of mind that they are consuming all of the ingredients that supports their balanced diets. As with all of our foods, we do recommend adding it gradually into existing food over a 10-day period until they're only eating Burgess Hamster, Gerbil & Mouse.