This is not the first time we have ordered from Supertails, but it's the first time we have had such a disappointing experience.
We ordered our 7kg pack on 26th and got it delivered on 1st. The shipment reached a facility near to my place and had been lying there for two days flat and I had to email Supertails about this delay and I got a response saying "sorry for this inconvenience" etc.
Once that reply came, they automatically closed the ticket saying the "Support Rep indicated that your ticket has been resolved" and mentioned I can reply to that same email if I feel the issue is unresolved. I replied saying I needed some kind of compensation for this delay because I had to keep buying extra packs of food for my cats because the shipment was delayed for no reason. This wasn't any delay due to Covid protocols, we are way past that. There was absolutely no reply from Supertails regarding my last email, and I had to keep calling the delivery guy to make sure the shipment was delivered yesterday (1st Sep) itself.
If you have no intention of solving customer complaints, please don't come up with fancy emails saying "please reply to automatically reopen this ticket" and waste our (customers) time. We ordered and got it delivered to Thrissur, Kerala