Hi Amanda,
Thank you so much for taking the time to share such a detailed and honest review of your experiences with our Timothy hay. We really appreciate your loyalty and the multiple chances you gave us to meet your expectations.
First, we're so happy to hear your guinea pigs enjoyed the hay from your first order and the replacement boxes we sent — that’s exactly the quality we aim to deliver every time.
That said, we're truly sorry to hear that your second and third orders didn’t meet the same standard. The inconsistency you've described — especially with the 20lb box being overly dusty and the 90oz box containing hard, prickly stems — is not what we consider acceptable for our 2nd cut Timothy hay. Your experience is frustrating, and we completely understand why you feel let down and hesitant to continue purchasing from us.
We want to be transparent: hay is a natural product, and differences can occur between harvests and box sizes. However, that shouldn’t mean sacrificing quality or safety — for you or your pets. Your feedback is a clear signal that we need to improve quality control across all packaging sizes.
Even though you’ve decided not to purchase from us again, we truly value your support and the effort you put into giving us multiple opportunities. If you’d be open to it, we’d love one more chance to make this right — whether that means replacing your last order or providing a refund.
Please feel free to reach out directly if you’d like us to follow up. And thank you again — your guinea pigs are lucky to have someone who cares so much about their well-being.
Warm regards,
Megan
