Hi Helen
We're truly sorry to hear about your disappointing experience with our product and the customer service you've received. This is not the level of service we aim to provide, and we sincerely apologise for any inconvenience you've faced.
Receiving a second-hand set with dirty and damaged parts, as well as a missing piece, is completely unacceptable, and we understand your frustration. Your feedback is important to us as it helps us improve our processes and prevent such issues in the future.
Regarding the lack of resolution to your problem after 11 emails, we deeply regret the delay and inconvenience you've endured. Rest assured that this does not reflect our standard customer service practices, and we are committed to making this right for you.
To address your concerns promptly, we will escalate this issue to our customer service manager. They will reach out to you directly to ensure we resolve the problem and provide a solution that meets your expectations. Your satisfaction is of the utmost importance to us, and we will do everything in our power to rectify this situation.
We appreciate your patience and understanding, and we're committed to regaining your trust as a valued customer. Please expect our manager's contact shortly, and we will work diligently to resolve this matter to your satisfaction. Thank you for bringing this to our attention, and we apologise again for the inconvenience you've faced.
Kind Regards
Direct To Pet Team
