Just a gripe really but wondering if anyone else has had similar problems. I've been weaning my pups on fish4dogs for a couple of years now and also feed my adult dogs the same. I don't have any complaints about the quality of the food and at Breeder Club prices, it is good value for money . But... their delivery system is absolute pants. I ordered a load of food at 9.04 Monday and as I write, no food has arrived. I will now have to cross the county to find some, thus negating any financial benefits . They debited my account as soon as I placed the order. Why can't they do that at time of dispatch, like any other reputable company ? Why can't they do next day delivery like other companies ?

sadly I'm not a fan of it anymore because they did change their recipe some time ago, did not agree with my dogs.  Cheaper ingredients and no price drop.

same here. I no longer use their food for the same reasons. Sounds like they are cutting back on the delivery system too as it used to be delivered very quickly. have you tried ringing them?

I stopped using Fish4dogs when they so radically changed their ingredients - and failed to let anybody know. I asked why they couldn't have just emailed out information about the changes with their almost daily bulletins about offers etc but they couldn't give me an answer.
I now feed Simpsons and they are brilliant. If you place an order one day, generally it is here the next. I'd recommend having a look at their foods - particularly their "Sensitive" range as it is grain free

This is the second time they've let me down. The last time, a couple of months ago I vowed never to use them again. Same situation, I ordered on Monday at 9 am  money debited immediately, no food had arrived by 4pm Friday so I telephoned them ( in tears actually ) and got no apology . They've lost my custom now and I will not be recommending them to anyone.

Have you had a look at Simpsons, Jan?

Thank you ridgielover. Will do !

I've been using it since Fish4dogs changed their recipe and my lot coped with the switch with no problems. They do a salmon and potato, also lamb and potato and duck too I think. Breeder's prices are competitive and delivery is free (and quick!) for 2 bags or more :)

Still no food at 4.30pm Monday so telephoned them to ask about whereabouts of order. I was told that it had just been dispatched ! This was an order paid for in full a week previously. Cannot understand why it took so long for them to send it out. Absolutely disgraceful !

Check the T&C on delivery, they have failed you, i would have cancelled the order personally and gone elsewhere.

Still no delivery.  I've emailed them and expressed extreme dissatisfaction. Trouble is, even if I cancelled the order they'd take forever to refund the money. So dishonest to take the money and not dispatch the goods.

Go to the very top as their sales team seem to be lacking.  At your next show go to their stand with as many people as possible and discuss the poor lack of customer satisfaction :)

I work in a primarily mail order company. In all fairness unless you shell out ALOT of money for a very highly secure system to hold customers payment & personal details until dispatch, then you have to take payment when the order comes in. Alot of company's just cannot afford that type of payment system. It's all down to data protection and all that ;-)

Obviously I cannot speak for F4D, I don't know what their T&C's are for time of dispatch after an order has been taken, but in our business, it can take a couple of days from the order being made to physically leaving the building. Of course then it's in the couriers hands....

You've definitely not received good service, and IMO that does count for alot these days, maybe suggest a bag or two may go someway towards keeping your future custom?

Food arrived yesterday pm. I've received an email informing me that they are reviewing their delivery system and will be improving it.
Have replied ,reiterating extreme dissatisfaction and have requested recompense for immense inconvenience and expenses incurred through their failure to deliver within a reasonable time frame of 24 -48 hours.
I asked the courier( Yodel)at what time the depot had received the order and he told me yesterday morning. So fault entirely of Fish4dogs.

You do need a better 'customer service' response from F4D as this is their reputation on the line - and you'd expect them to take it very seriously indeed - BUT don't just take Yodels word for it.

Unfortunately Yodel have a pretty bad reputation themselves in some delivery regions. 

That said - and I'm saying this for balance rather than smugness - I've always had excellent service from F4D and Yodel.

I'd suggest putting your complaint in writing to F4D and following up with a telephone call.  Be clear about your concerns, give dates and times of contact, and state what recompense you are asking for.  Good luck.  It would be a foolish company indeed to ignore a well worded complaint, most companies can ill afford to lose business.

Not defending F4D but they may have re-issued your order yesterday due to the incompetence of the courier

I agree though a letter is needed.

I would think that if it had been courier incompetence that F4D's would have told her this early on.  From the sounds of it their customer service has been less than ideal in this situation.

The choice of courier is up to F4D and if they are unsatisfactory they should use someone else. The customer does not have a choice of who delivers their goods the supplier does, so to my way of thinking the suppliers are responsible no matter who held up the delivery and should make recompense.

Now somewhere in the back of the muddled filing system I call my mind I have a feeling that F4D was taken over by an American company and I have always believed they are hot on customer service - wonder what happened - assuming, of course, my 'mind' has not let me down again.

Yodel are pants in our area, we have had issues with deliveries from various suppliers of goods over last few months. Yodel state wrong address on packages, state left with neighbours and all manner of excuses for stuff going missing or simply not delivered. The companies we have re issued items and have re sent them . Told by more than one company Yodel will not be getting the contract when up for tender again.

If given an option on carriers will always pay extra to have a different carrier.

I have had issues with yodel on numerous occasions.  It seems they will deliver anywhere it suits them in your general area - I "found" dog food 2 streets away and my OH had an ebay delivery that never turned up but they showed it had been delivered to someone in an unknown to us street who happened to share his first name.  The seller sent a new one in the end.  Neither occasion was a card left at our address and the dog food I only found out about because I had a tracking number from the sender. 

I would not buy from a company if they only send via yodel as I don't expect to get it!

That is strange, I had reason to complement Yodel several times (my area is Bristol) as they deliver to me very fast and I have even found they have combined deliveries from different sellers, where I have had several deliveries the same day with the post office, etc, which could have been delivered together.

I think F4D say 5 working days for delivery and it looks like they hit their target. I agree they don't deliver as quick as they used to but they do say 5 working days so I expect that when I order.

Diane

No problem with Yodel. My order was not dispatched until pm of Monday this week - I placed  and paid for the order at 9.04 on Monday 8th July. Until I complained and raised several issues with fish4dogs, they considered it entirely reasonable to take an order and payment and yet delay dispatch for 8 days.  I have informed them of my extreme displeasure and accused them of dishonesty. I have written to them, expressed these sentiments and suggested recompense for inconvenience,distress and expense incurred.

Have not yet received a reply.

Sorry 'moderator' but 8 days to dispatch and money taken at time of order is neither reasonable  nor acceptable.

Sometimes I've had F4D delivered within 24-48 hours but it has taken up to 5 working days before now. I last placed an order for 2 sacks but they'd run out so sent the small bags and I think I got a few extra kg for the inconvenience. The best delivery times I've had is from BigDogWorld (same day/next day) but I'm fairly local to them so get personal service rather than a courier.

I don't know what the prices or service is like but have you tried Angells who also do a fish based food?

Simpsons have delivered on the next working day for every order that I've placed before the end of the day - bar one order which totally disappeared. It was delivered somewhere and someone apparently signed my name, but when I told Simpsons that I didn't have it, they sent a replacement order which arrived the next day.

Just to say that fish4dogs dealt with my complaint very well indeed and have amply compensated me for the extra expense incurred by their poor delivery service. They have assured me that future orders will be dealt with promptly.
So, I'm a happy customer again.

I tried to telephone Simpsons but line kept disengaging.
Thank you all for helpful suggestions.

Also just to say I made a F4D order on 30/7 at 1820 and it was delivered today. Not too bad  3 working days.

Diane

Glad F4D compensated you and you've had a happy outcome. But, another one who ditched F4D when the reduced their salmon content by over 20%, replacing it with pea flour :-O Moved to Simpsons Premium, which is pretty much the same as the original F4D recipe and have been delighted with it. Will be using it for my next litter. They say delivery within 48 hours, mine has always been next day - placed before 2.30pm. With DPD who send me a text with a delivery slot - they're always in the time slot :-D The big plus for Simpsons is the price - whereas the breeder price is on a par with F4D it's the retail price that's the no brainer ... £14 a bag less. A big difference when I want my puppy owners to feed what I want my puppies to be fed :-)

Big thanks to Brainless for recommending them to me in the first place :-D

I think I must've tempted fate with my last post. Last Saturday only 2 out of 3 bags were delivered, very odd and never happened before. I'd had 2 emails from Yodel to say 'order delivered safely' and when I contacted them they said each bag needed its own consignment number which at least meant the 3rd bag hadn't been delivered/gone walkabout. To be fair F4D kept me informed on Monday after I'd emailed them and they said another bag had been sent as the other one had gone missing. The next day (Tuesday) another email from Yodel promised a delivery by 9pm - nothing turned up.  Then another email today (different consignment number) and the bag was delivered tonight. So I guess F4D are at the mercy of Yodel.