We're truly sorry to hear about your recent experience and appreciate you taking the time to share your feedback. It's disappointing to know we've fallen short of your expectations.
To clarify a few points:
Delivery Policy: The 25kg minimum for your area is due to courier restrictions and delivery route efficiency, but we understand this wasn’t clearly communicated and we’re reviewing how to make this more transparent.
Delivery Charges: While we do offer free delivery on many orders, this is subject to order size and location, again, we take full responsibility if this was not made clear at checkout.
Packaging; Orders of 25kg are of 1kg packs based on wider customer feedback and sustainability goals. Apologies if this was not clear on ordering.
We're sorry that your outreach didn’t feel acknowledged properly. That’s not the experience we aim to deliver, and we'd like the opportunity to make this right. A senior member of customer support will be in touch with you today.
Thank you again for your feedback, very much appreciated.
Kind regards
Team ProDog
