Animal World Network Company sent me the wrong order. I returned merchandise. They will not reimburse nor return e-mails, faxes, or phone calls. Studio City California

 She paid for one case, so send her two as a gesture of goodwill. I started to buy from your company until I read this report. Losing my money is not an option. You have lost thousands of dollars in potential sales over a case of cat food. When you bought that company, you took on their debts. Claiming ignorance is not an excuse.

The business is under new ownership as of July 2008. We can't speak to what happened before us, but as the new owners, we've made several changes. The business was left to us in disarray, so we've had to fix and learn things along the way. The prior manager quit on the the first day we took over, so we had to essentially learn some parts of the business on our own creating a transition period.

The business was in a small, cramped store which really hindered shipping products out as well as having customers walk in. We moved to a larger location to help facilitate managing inventory and shipping products out. The previous owners did not have a phone # listed on the site, nor answered emails often, or even kept to their posted hours all the time. The lack of communication or ability to get a hold of someone at the business was a big problem. We have a phone # listed and we do answer our phones and emails. We are always here during store hours excluding weekends and holidays. If anyone ever has a problem emailing us, just call us or email again from an alternate email address. It's possible a spam filter prevents an email from coming through.

We are doing our best to minimize problems and fix anything that comes up that we learn of. As in any business, we aren't going to make everyone happy 100% of the time as some people can't be pleased, but if there's a case that we send something wrong, we will exchange it or fix it. Thankfully, we don't experience much of this issue anymore as we double check orders going out. Some manufacturers, as of late, have been changing part numbers and bag sizes and we're trying to correct that problem as we find it. If necessary, we call customers to discuss any potential issues we find.

We have thousands of happy customers who continue to buy repeatedly and those that have a good experience usually don't proactively advertise it. One or a few people's prior bad experiences doesn't mean the whole company is bad or operates that way consistently. People will have to determine this themselves. Hopefully, you'll take a look at us again. If not, we understand. We are a family run business and this being our livelihood, we have a vested interest in having it run well. We are sorry about the problems you experienced before. All we can do is improve things going forward. Thank you and kind regards.