I paid £9 for weekend delivery due to rescuing a hamster in a sorry state, so I needed food and substrate ASAP the hamster food was not packaged in a protective way and therefore completely smashed and split open by the 12.5kg bag of substrate. Lots of the food was completely crushed and because I had no idea how long it had been out of packaging I deemed it not fit for use.
I was offered a 50% refund or a replacement if I sent the hamster food back to them. They genuinely asked me to pick up all the loose hamster food from the bottom of a huge box, repackage it and send it back to them despite seeing the pictures. Honestly ridiculous and has put me off using them again. I now have a subscription with bitiba, much cheaper too :)