Thank you for taking the time to submit your review, following the delivery of your order with the split bag of Burgess Excel Adult Nuggets.
We are really sorry you have experienced the split bag, and appreciate how frustrating and disappointing this can be. We do advise any issues to be raised with us at the time of delivery so that we have an opportunity to put things right for you, and if you get in touch with us directly, we are still happy to do this for you.
Just a note on the split itself - we have raised this issue directly with Burgess Petcare already, as there is a problem with the manufacture of their bags - the seals on the seams on the bags are intermittently weak, so splitting even under the gentlest handling.
Their response to our email is as follows:
We have recently installed a new packaging line within our factory which has several benefits including the ability to change packaging material to help with recyclability. With all new projects there can be problems that occur and slight changes that need to be made during and after the installation and running.
The seals on the bags have been flagged as being problematic and so far, our investigations have narrowed the issue down to the film substrate. We are now working closely with our packaging technologist and packaging supplier to change the substrate to a more elastic, resistant and tear proof material. At this stage in the investigation, we are now waiting on our packaging technologists report and next steps. This is an ongoing project, and we hope to be able to see changes implemented very soon.
We appreciate your patience whilst we work through these issues and rectify the faults with the new packaging.
Please feel free to reach out to Burgess Petcare themselves regarding this (email email@example.com) and they will confirm this issue.
In the meantime, please do get in touch with us directly, and we will be happy to replace your split bag.
Once again, please accept our sincere apologies for the inconvenience this has caused you.
The Hay Experts
“Really glad to have found The Hay Experts as they are the only supplier for our piggies' hay in our area.
Reminders are helpful as we can gauge how much our piggies have had, but so far it's been pretty good with the frequency.
Postage is a bit pricey, costing more than the actual item we purchase, but I doubt there's anything that can be done to avoid that!”
Many thanks for your feedback. We're doing all we can to balance a reliable and efficient delivery service with cost - particularly in the current climate, but it's not easy, as I am sure you can imagine!!
We do offer free delivery on orders over £50 along with a discount on subscription orders, and we'll continue to do all we can to offer a cost-effective, and efficient delivery service.
So pleased to hear the piggies are enjoying their hay - we do hope they continue to merrily munch!
Thanks again for your feedback.
The Hay Experts