I have recently switched to Burns, which i find really excellent. I bought the first bag from a local shop but when i ran out i decided to order it online. I ordered it on Thursday evening, and it arrived this morning. (They phoned yesterday and said it would be late.) However the bag was in a terrible state, with a rip all up one side. They had put it in a see through sack and taped it up, but some of the food seemed damp. I was a bit dissappointed with this. Unfortunately i had already signed for it before i noticed. I know a lot of you have yours delivered, so i was just wondering if you have had any similar problems or was this an unfortunate accident? Also i have a money off voucher that they sent me when i got some samples, but i am not sure how you use it when you order online.

I ordered Burns on-line for the first time late sunday evening.  When they asked for a phone number I gave my mobile, they phoned me first thing Monday morning and said they needed a landline number to attach to my account.  Got home from work today (tuesday) and it had been delivered this morning (to my Mum's as requested) It was in a plain plastic bag taped up, but was in perfect condition.  In my opinion I am very happy with the speed and service from them and if I was you I would perhaps contact them and explain what has happened and give them another chance as, hopefully, this is just a one off.

Good Luck,
Kay.

I've had three deliveries from Burns ordered on the internet.  All have been delivered the next day (or working day) and all been fine.  Even though you've signed for it, I would still give them a call and let them know - it may be a problem with the company that delivers it.

I have been ordering from Burns online for about a year now and have never had any problems like that.  Always delivery within 2 days, clear plastic sack, perfect condition etc.

Definitely give Burns a ring and let them know as they are very hot on Customer Service.  They'll also be able to tell you how to use your coupons.

J

My first order was sent to someone with the same name in error.As soon as this was discovered a replacement was sent albeit the incorrect flavour.The customer service people were excepionally good and this hasen't put me off purchasing again.Id give them a call if i was you dont use the food if you suspect its damp, mould spores may have set in or the contamination may not have been through water.

Give Burns a call.  My first order got lost, the driver couldn't find our street!  When I called Burns they were more than helpful and got a pet shop in Maidstone (a one hours drive away) to deliver the next day.

I have been having Burns delivered for about 2 years and have never had a problem. Give Burns a ring, they cant put it right if they dont know about it.
Diane

I always buy Burns on-line too and am very happy with the speed of delivery and standard of packaging.I think you must have been unlucky.

I've started feeding one of my dogs Burn's, & order it online with no problems so far!  But, was a bit miffed to find out last night that the gps direct site actually sells it £3 a bag cheaper!!