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.
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