Hi Jaqui,
Thank you for your feedback. I’m really sorry to hear that your experience hasn’t been a positive one so far. We completely understand how frustrating it can be when an order doesn’t arrive as quickly as expected, and I’d like to clarify what’s happened with your order.
Your order was placed on March 27th. Our same-day dispatch policy applies only to our Ready Grown Cat Grass, and this information is clearly outlined in our shipping details and product pages. You selected Royal Mail shipping, which is our most economical option but not the fastest. Your order was dispatched the following day, March 28th, and you were sent an order completion email with tracking details at that time.
You first contacted us on March 28th (day after your order was placed) at 09:50, and we responded at 15:28 the same day, providing your tracking information again. You reached out again on April 1st at 07:58, and we responded at 16:39, once again tracking your parcel and sharing the latest update directly from Royal Mail. As of April 2nd, when you left this review, tracking showed that your parcel was at your local sorting office and was expected to be delivered the following day.
Regarding your Instagram comment, I’m sorry if it felt like you weren’t being heard until then. We always encourage customers to reach out through our official support channels—email meow@mycatgrass.co.uk and phone 0207 164 6755 where you will always get to speak to a real human being— this allows us to respond most efficiently. We are a legitimate UK business that takes customer service seriously, and we do our best to be transparent with shipping and response times.
We also noticed that you have left six negative product reviews for items you haven’t yet received. We completely understand that delays can be frustrating, but we kindly ask that product reviews be based on the actual quality of the items once they arrive. We truly hope that when you receive your order, you’ll be pleased with it.
If you need any further assistance, please don’t hesitate to reach out—we’d love the opportunity to turn your experience around.
