A Bad Customer Service Experience
I have four cats and recently placed my first order for dry food from Just Russel. Unfortunately, the system randomly assigns the flavor based on the questionnaire without allowing any manual selection. Since my cats dislike fish, I immediately emailed Just Russel after completing the order to request a change of flavor. I received an automated response but no follow-up from Customer Service.
Concerned, I also contacted them via WhatsApp. However, by the time they saw my message (about an hour later), I received an email informing me that the order had already been shipped. It has now been over two hours since my last WhatsApp message, and I’m still waiting for a solution. If they don't address this soon, I asked them to cancel my subscription. However, they even did not answer to this request. Now I am stuck with 6 kg of food that my cats won’t eat.
Reply from Just Russel
Hey Yağmur 👋,
Thank you for sharing your experience. I'm truly sorry to hear that your first order didn't go as smoothly as you expected. I completely understand how frustrating it must be to receive a product that your cats might not enjoy, especially when you made an effort to reach out to us immediately after placing the order.
At Just Russel, we strive to offer a personalized experience for every pet, but it seems we missed the mark here. While our system is designed to create the best possible match based on the questionnaire, I see how important it is to have more flexibility in flavor selection. I sincerely apologize for the delay in our response and for the inconvenience this has caused.
I would love to help make this right for you. Could you please get in touch with us through [this link](https://support.justrussel.com/hc/nl/requests/new/)? We’ll do our best to find a solution that works for you and your cats.
Thank you again for your feedback—it’s invaluable as we work to improve our service.
Kind regards,
Joy Vet Just Russel