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Shocking Customer Service Reaction.
I have shopped with them on a number of occasions taking advantage of their "Free Delivery" for orders over £39.
Now I have 4 dogs I placed an order recently and found I had been changed an additional £2.99 delivery. Despite challenging this, customer service have refused to refund the cost because a clause in their terms says that if the cost works out to less than £2 per kg, they apply an additional change.
From my point of view its either free delivery or its not - I will not shop with them again and I suggest you don't either.
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Dear Gary L.
We are very sorry to hear of your disappointment following the change to our shipping policy.
We expect this to affect only a small minority of orders, that may now be subject to an additional service charge.
The maximum weight for any parcel we can dispatch is 31 kg. Orders weighing over 31 kg will be dispatched in 2 or more parcels (depending on weight). For a small minority of orders to postcodes in Great Britain where the total order value per kg is below £2, a service charge of £2.99 per additional parcel will be applied to cover additional costs.
For all orders, the first parcel up to 31 KG and over the minimum order threshold will be subject to free delivery, for most of mainland UK
It is no longer viable for us to apply free delivery for some of our more bulky, lower value items. Whilst we are not able to avoid this, we wanted to approach it in the most equitable way possible, to avoid increasing the overall prices of our products. Therefore, a small service charge is added.
You can affect this by adding items to, or removing bulky and less expensive items from your basket during checkout.
We regret that this has caused you frustration and thank you for taking the time give us your feedback
Kind Regards
Bitiba Review team