My Cat GrassAvis 

Réponse de My Cat Grass

21 nov. 2023

Hi Mark, so sorry this has been your experience. We did reply to your email but as you have a gmail account which blocks emails from small businesses when emailing direct it seems you didn’t receive our response. Your package was shipped via the shipping option you selected - Royal Mail but this service has been slower than usual due to the Black Friday sales meaning additional packages on their network. We’ve provided you with a tracking number which we’ve checked does work and we expect your parcel to be with you on Friday. We hope this helps but if you need any further assistance please don’t hesitate to call us on 0207 164 6755 there’s always someone available to answer your calls Monday to Thursday 9am - 6pm. Thanks for your understanding and patience- The My Cat Grass Team

Réponse de My Cat Grass

5 août 2023

Hi Tom, thanks for leaving a review. We’re sorry you feel this way but we are clear on our website what our products consist of and you are always welcome to shop around. Whilst the tray may purchased direct from ikea, once you pay for their shipping it remains cheaper to purchase from us.

Whit regards to the ready grown cat grass it will always be cheaper to grow it yourself and we offer seed pouches and grow your own kits for this which are highly competitively priced and the only organic kits in the UK. Ready grown cat grass will always be more expensive as it covers the staffing, heating, watering for the 9-10 days it takes to grow the grass by us. It is a convenience product that we offer ready to use straight away without any of the hassle of growing yourself.

I hope this helps but if you need any assistance please don’t hesitate to get in touch.

The My Cat Grass Team

Réponse de My Cat Grass

3 août 2023

Hi Robert, sorry to hear this but this is not quite our understanding of events over the last few days.

We will always aim to resolve customer issues as quickly as possible. As a fresh produce product we need to know immediately if you have an issue with quality on arrival. Following arrival and as a fresh produce product our ready grown cat grass does require you to care for the product using the information provided both in the box and on line.

We explain our shipping on every product page, FAQ pages, and shipping page- we only ship Monday to Thursday and only deliver Tuesday to Friday. We do not offer Saturday delivery. Please read the overnight shipping information on the product page. Looking at the tracking on dpd you placed your order after our cut off time of 12 noon on the 26th (after 8pm -Wednesday), so we shipped the next day 27th ( Thursday). We can see from DPD’s tracking system Your order arrived on the 28th Friday at 3:18pm. No Saturday delivery involved and definitely no wait after the weekend.

Your second order for your cat grass tray station paid to be shipped via Royal Mail was shipped and you can track your order at any time via My Account, My orders > select order and click “Track My Order” you will also have received an order complete email from our system with the tracking code. This is via Royal Mail as you ordered and paid for. We do not state timeframes for Royal Mail because once we dispatch orders the shipping is beyond our control. You will however see the shipping label that show we have paid for 48 hours tracked - but again we did not state timeframes with this shipping method simply because we are reliant on Royal Mail and we do not deliver these items ourselves - like most businesses. Please see Royal Mail expected timeframes via their website at any time.

We did call, you first thing this morning once we received your email in reference to your first order. As you have a GMAIL account which blocks small business emails as spam, we called but no one answered. we called you instead and left a message on your account for you to see. We have no other way of contacting you because you have a web based email service which blocks emails.this issue is widely reported online. May we humbly suggest using an email client or Hotmail, yahoo when communicating with small business in the future. Long story short we contacted you via two methods as soon as we knew there was a problem and received only this review in response. We simply did not ignore you. In fact the team did everything within their power to communicate with you.

We received your third order on the 2nd of august at 21:59 (after our cut off time) so shipped next day (today). We have tracked this tonight and it is on schedule to be with you tomorrow.

Our contact details including phone numbers are on our site under “CONTACT US” page so it is easy to call us on 0207 164 6755 between 09:00 and 6pm Monday to Friday. Please don’t hesitate to contact us if you need any further support and we’ll be happy to assist you.

I apologise for the long response but wanted to address all the issues you raised, in the only way we seem able to communicate with you. Our response is factual based on recorded system, time stamped e-data data and as detailed on our website in a balanced and factual way.

If you would like to contact me directly on 0207 164 6755 I am happy to work with you to resolve any issues you may feel outstanding, and ensure (where reasonably possible) we ensure your experience matches your expectations.

Bleu Stessia
Founder / Managing Director
My Cat Grass