I used to LOVE wag.com - that was more than 5 years ago. In the past few years - I noticed a steep decline in their customer service coupled with how terribly they packed my items. Recently - the last straw has been their shipping. They used to ship so reliably - but, switched to OnTrac and that was the worst decision ever. I placed an order over 10 days ago and with 2 day shipping it has yet to arrive. They have sent 2 "replacement" orders and they never arrive either. What a joke! I just want my money back!