They made it right!
UPDATE: After initially leaving my review, I was contacted directly by the company regarding my experience. They took the time to listen to my concerns, explained that there had been a technical issue that contributed to the lack of communication, and assured me they are making adjustments to improve communication moving forward. I really appreciate that they reached out personally and made an effort to make things right. They also provided me with a partial refund for the inconvenience, which I was not expecting but definitely appreciated. Most importantly, our furry friend arrived safely and we absolutely love him! While the communication during the process could have been better, I’m very happy with how the company handled my concerns afterward. They acknowledged where things went wrong, took responsibility, and made an effort to correct the situation. That means a lot to me and completely changed how I feel about the overall experience. Thank you for taking my concerns seriously and making things right.