Millbry Hill Reviews

Name: Millbry Hill
Address: Mount Pleasant Way, Stokesley Business Park, North Yorkshire, Mount Pleasant Way, Stokesley Business Park, North Yorkshire, North Yorkshire
Rating: 4.72

4.7 Rating 4,468 Reviews

93 %

of reviewers recommend Millbry Hill

4.7

Based on 4,468 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 91%
Accurate And Undamaged Orders	95%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Returns Process	Easy

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Millbry Hill 5 star review on 25th March 2024

407

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Two products not as advertised - dog collar several cm too small and food bin missing vital part. No response to my emails.”

Helpful Report

Hello Elena, Thanks for taking the time to leave a review. Im sorry you havent had a reply to your email. Ive searched for your email and i cannot locate it. It may have been stopped by the firewall if there are images attached. If you want to send your email over to sales@millbryhill.co.uk and we will get a resolution to this ASAP. Sincere apologies, Millbry Hill

“I was sent the wrong item, and you blamed it on the customer even though you displayed the wrong item photo on your website!!!”

Helpful Report

“First time dealing with this company and the last! I thought I would trial the store for cat food etc, before I progress to any future orders for my dogs and horses. Poor customer service, charged my card but had no stock in, called them today as I had no response to my two email requests for updates. Ordered products 10 days ago, was advised not sure when they will get stock in, not sure when I will get it delivered, not sure on anything really. So why charge my card? I appreciate everyone's busy right now but I've asked three times if you don't have it in stock I'll make other arrangements! Communication would have been key in this instance. Sorry but not for me or anyone else I know.”

Helpful Report

“I paid a premium for postage as I needed my boxes before Monday 27/9/19. I was told they would arrive no later than Friday 24/9/19. I did not receive them until Tuesday 28/9/19. I needed the boxes (100) for a sale of live birds on the Monday for a friend who is dieting from cancer. He was stressed enough so I had to get the boxes elsewhere for the day. Very disappointed having explained the circumstances to your employee on the phone and being told they would arrive no later than the Friday”

Helpful Report

“Dreadful customer service!! I placed an order for chicken feed and corn. Part of my order was not in stock, so instead of informing me of this and that there would be a delay, they did NOTHING. I had to ring up after 2 weeks of hearing nothing to be told I would defiantly get my feed the following Wednesday. It failed to turn up. I rang again and said why had they not sent out the part of order which was in stock!!!! Unbelievable. Eventually I went on eBay and got the corn delivered the next au for free.”

Helpful Report

Hello Nicola, Im very sorry to hear that you havent had a great experience with Millbry Hill. We always try to ensure every customer receives a 5 Star customer service throughout their whole experience with ourselves. Im sorry you feel this hasnt been met. I have looked into your order and i can see that you have spoken with our customer services team and that a resolution has been met. We will look into your order further to ensure that there is no repeat errors such as this. Sincere Apologies, Millbry Hill.

“I paid for express delivery and it never came on the specified date. Not impressed”

Helpful Report

Hello Laura, Im sorry to hear you are not impressed with your delivery. We have investigated the delay you reported and FedEx have sent their apologies for the inconvenience. In light of this occurrence and by way of apology from us, we have processed a part-reimbursement of the delivery charges paid (your order has been downgraded from Express to Standard pricing). Present within our Terms & Conditions under section 9. Delivery and carriage: “Delivery dates are given in good faith by the Company who will make every endeavour to comply with dates quoted however such delivery dates are not guaranteed and do not form a term or condition of the contract. Whilst the Company will endeavour to comply with any such delivery date it will not be liable for any failure from whatever cause to meet a delivery date.” Should you encounter any such issues with future orders, please do not hesitate to contact our customer service team and we shall do our best to assist you. We sorry for any inconvenience caused. Sincere Apologies, Millbry Hill

“Delivery of items took nearly 2 weeks and when delivered one of the bags had bust open inside the sack and covered the other items.”

Helpful Report

Hello Nicola, Im sorry to hear that one of your items was damaged upon its arrival. Unfortunately this will have happened in transit. On this occasion we have refunded the cost of the one bag of readigrass back to you. I have also looked at your order and i can see the estimated delivery date for your order was the 08.03.2019 and your parcel actually arrived on the 11.03.2019. Im sorry this arrived a day later than expected. Unfortunately we cannot guarantee an exact delivery date and we hope this hasnt caused any inconveniences. Sincere Apologies, Millbry Hill

“Your service is very good but I found your price increase shocking the first few times I ordered from you I paid £4,98 per tube for my dogs vitamins and this time they where £9.99 that is a huge increase over a few months and when i asked why i was told it could be because of Brexit well at least it's useful for something a massive price increase shocking”

Helpful Report

Hello Eunice, Im sorry to hear your are not happy with the price increase on the products purchased. Unfortunately suppliers can hike up their prices and we would then have to mirror the price change as it would costs us more to purchase them too. Sadly this could be an effect of Brexit as the suppliers do obtain alot of their ingredients from the EU. We often run promotions and discounts on Animology products, Hopefully this will help for further orders of your supplements. Sincere Apologies, Millbry Hill

“I didn’t notice the ridiculous cost of delivery £11:99 for an item that cost £8:50 I waited all day and it was delivered to my neighbour who rang and contacted me! I shall be going back to my original supplier Amanda”

Helpful Report

Hi Amanda, Im sorry to hear you are not best pleased with the service you have received. I can confirm that you have ordered two 20kg sacks of Mixed corn which were £8.55 each. As these items are extremely heavy, Our courier Fed-Ex do charge a standard rate of £5.99 per 20 kg parcel. We do try to ensure that all available delivery prices and services are displayed prior to completing your purchase, as delivery charges can vary depending on the quantity and weight of products purchased. Sincere Apologies, Millbry Hill

“It took over a week for the parcel to be sent to the courier despite the fact that I should of received it within 5 days. Once with the courier it took another 3 days of constant calling them chasing the delivery until, out of sheer desperation, I went to the depot and waited over an hour to collect my parcel otherwise it would have been at least another 2 days before I might have received it. Disgusting service !!!”

Helpful Report

Hello Karen, Im sorry to hear you are not happy with the service received. I have looked into your order and i can confirm we dispatched your order within 3 working days to be with you for the 4th working day. Sadly this hasnt happened as i can see that you had issues with Fed-Ex delivering your parcel. This is an issue we will certainly raise with them as it isnt the service we expect from them. As a gesture of goodwill for the wait you have had with your order, We are going to refund all the delivery charges you have paid. This will be processed immediately. Sincere Apologies, Millbry Hill

“I am still awaiting the slippers from this order The delivery was not express and was very late therefore please refund delivery charge of £ 29.99 immediately Thanks”

Helpful Report

Hello Marie, Im sorry to hear you have had a problem with your order and delivery. I can see that the customer services team have been intouch with you and that they have arranged a full refund for the slippers as well as a 50% refund against the shipping charges you have initially paid. In the mean time we have raised an investigation with the courier as they had delayed this parcel and we do not expect our customers to have a delayed order. We will also speak with our warehouse manager in relation to the missing slippers as we pride ourselves in excellent customer service and ensuring all parcels are packed correctly and well packaged. Sincere Apologies, Millbry Hill.

“Ordered item because it was 3 for 2 but when they came only got the 2 the lady said I should have ordered 3 but that is not logical, so you owe me one pack!!!!!”

Helpful Report

Hello Ken, I have looked into your order and i can confirm you have only ordered two packs. At the checkout you are required to have put three packets in your basket as it will then automatically deduct the price of one of the pack from your total and charge you the reduced rate. It will then show on your invoice/receipt that you have made a saving with a discounted amount of said price. I can also see that you have been offered a resolution from our customer services team which you have not accepted and have decided to return your package for a refund. We will process your refund as soon as we receive your order back. Kind Regards, Millbry Hill

“Not received my order yet”

Helpful Report

Hello Janet, Im sorry that your parcel has been a little longer than anticipated. I can confirm that we actually dispatched your parcel on the 22.02.2019 and it should have been with you 2 days from then. Sadly it looks like the courier has held onto it longer than they should have. Your parcel is scheduled to be with you today before 6pm and as a gesture of goodwill for your delay, We have refunded the £5.99 delivery payment you have made. Sincere Apologies, Millbry Hill

“Order took almost 2 weeks to arrive, package arrive open and battered with items missing. Millbry hill advised they would look in to a replacement but I have had no update on this”

Helpful Report

Hi, apologies that your original delivery had taken a little longer than expected. Looking into the order notes, I can confirm that the items were noted as missing on Thursday, replacements sent on Friday and are due for delivery today (Monday). If you have any further problems, please contact our customer services team on 0800 652 0432 (Mon - Fri 9am - 5pm) and they will be happy to assist. Kind Regards Millbry Hill Team

“When I made my order I paid for express delivery. I was not advised that this delivery would be late until I chased it. I feel they could have let me know. I shouldn’t have had to chase them... as I had specifically asked and paid for express delivery which was expected on a certain day they should have informed me that it was going to be late. I particularly wanted it that day as it was for a birthday present which ended up being late. NOT IMPRESSED!”

Helpful Report

“They sent me products that were out of date and gone off. Wouldn’t use again!”

Helpful Report

“Terrible service! I ordered on the 15th December and my items were meant to arrive by the 20th in time of Xmas. They didn’t arrive and I was promised it would arrive no later than the 24th.. again, didn’t arrive!! The customer service is absolutely useless and I didn’t even end up receiving my packages until the 28th dec & 1st jan. Terrible”

Helpful Report

“Parcel arrived open with lots of the contents missing. I rang to inform them, asked for p&p to be returned - I ordered £35 worth of dog items, the value of £14 turned up. I won’t use them again, as I felt I was not believed even though I emailed a photo of the condition of the box.”

Helpful Report

Hello Eira, Im really sorry you had issues with the delivery of your goods. Unfortunately this has been down to the parcel being damaged in transit and i can confirm you have had a full refund for all of the missing items. We ask for images of the damaged packaging so that we can raise a complaint with the couriers as we dont expect for our parcels to be damaged and delivered with missing items and the images strengthen our case we put foward. Sincere Apologies, Millbry Hill

“If I could give no stars I would. My coat arrived with a large pen mark on it, shoved into the smallest postage bag possible like a piece of rubbish. Needless to say I returned the coat and had to pay £11 for return postage due to the value of the coat, only to be refunded £4.99 for return postage. Would never buy from this company again.”

Helpful Report

Hello Fiona, We are really sorry that you have had an issue with your delivered item. As a company we pride ourselves on ensuring parcels are packaged correctly and items are not damaged or faulty. On this occasion this hasnt been the case and it will be investigated internally. I can see that the refund for your postage is still ongoing and you have been contacted to provide ourselves with the necessary information required to be able to move forward to a resolution. Sincere Apologies, Millbry Hill

“Dear Sir/Madam, It is nearly 2 weeks from when I placed my order with your company, please can you confirm when my goods will arrive as this purchase is one of my Special gifts for my partners Christmas presents. It's now Christmas eve. Why are they taking so long to arrive ? Please, Please confirm they will arrive today otherwise I will have to make alternative plans. It is now the 27th of December and still no goods arrived. With Kind Regards Michael Comfort Park Stud Michael Gates Trainer/Breeder/Director”

Helpful Report

Hello Michael, Im sorry you have faced issues with the delivery of your order. We dispatched the order the day you placed it (14.12.2018) and it was delivered on the 18.12.2018. I can see that there has been a discrepency in relation to the signature for the acceptance of the parcel. Our customer services team are looking closely into this for you and will liase with you to ensure a resolution is met. Sincere Apologies, Millbry Hill

Millbry Hill is rated 4.7 based on 4,468 reviews