Great customer service, but my bunnies can't eat apologies (or plastic)
I have been a loyal customer of HayBox for years. At the beginning, they were absolutely amazing. The hay was beautiful, and on the rare occasion there was a hiccup, like the time I received a completely wet batch...their customer service was wonderful, polite, and sent a replacement straight away. No complaints there. However, over the last .. I would say three years, the actual quality of the hay has drastically gone down. It has consistently become incredibly dusty, full of short, useless pieces instead of the long premium strands advertised. When I complained, customer service gave me a very polite, corporate lecture about "weather conditions" and how they kindly overweigh the boxes to compensate for the dust. Super helpful, except my bunnies haven't learned how to eat powder yet. They are quick to offer replacement boxes, which is nice, but sending replacements doesn't actually fix the root problem: they aren't working on the actual quality of the hay they are shipping out. To top it all off, I recently found a massive loop of thick, blue plastic baling twine buried right in the middle of our premium Meadow Hay. For a product that is supposed to be premium and "hand-packed," missing a giant, brightly coloured choking hazard is pretty impressive. I used yo genuinely love this company's customer service team, but I am incredibly disappointed now with what is actually arriving in the boxes lately. I want to stay a customer, but the quality desperately needs to go back to how it used to be.