Initially it was reasonably prompt, however once they realised I was very dissatisfied and wasn't accepting of their scripted apologies they would disconnect me from live chat asap. This happened several times.
Unresponsive to emails, be prepared to wait using Live Chat (if you can get it to work).
They give you the run-around with a whole heap of not relevant answers..
Initially it was great but then it was a very long wait which I understood as there were many people wanting to purchaser goods for their animals.
I was fine with that.
Just call the Chat line on the website. I got a reply in minutes and was able resolve my issue to my complete satisfaction