This is a scam company. I ordered a few bags of cat littler online and when they came the bags were damaged and litter leaked out everywhere into the foyer of my apartment complex. I had to clean up the litter and a lot of it was wasted. I tried to use Pets at Home's online service to report the incident, but their system is set up to mysteriously 'fail' when you try to submit a report. I tried phoning them and was on hold for 3 hours on two separate occasions - clearly they don't respond to calls. I then used their online chatbot service. I was told I'd be put through to a human being, and eventually 'Michael O' came up in the chatbox (I'm pretty sure he was living in a non-English speaking country since his written English was quite poor). I explained what had happened and he insisted that I had to return the litter that had fallen on the floor or they wouldn't do anything. I told him that was absurd and that I'd had to clean the litter up with a vaccum cleaner, but he simply insisted that I return it. I sent a photo of the litter on the floor to an email address he gave me, whereupon he said that my case would be 'taken over' by an 'online investigation team' that would contact me in 24 hours. That was the last I heard of the matter. The company is clearly engaged in fraudulent practices, probably has no complaints department at all, and doesn't deserve any custom from anyone.