Tammy C.
Posted
Two bad boxes of gourmet hay
Two bad boxes of gourmet hay! The replacement was just as bad as the first. I asked for a return shipping label to return both boxes and was told no. I will not shop SPS again! Chewy and Amazon have this place beat by a long shot! To SPS reply:The reply is simply a justification. The bottom line is that I received 2 bad boxes of gourmet hay. I have never received 1 bad box in 2 years of buying this hay. I don’t know why it was bad , but it was bad. At $37 a box for 2lbs of hay it should be to my satisfaction ( or to the rabbit that is eating it) - period. You could have returned is and allowed me to get another box from Chewy or Amazon, maybe they had a better batch. But you told me NO to return YOUR hay! I will NEVER buy your brand again! Moldy wet hay with NONE of the treats packed on top- this is the whole reason to buy this! Not one, but two! I’m shocked my the customer service regarding this whole transaction- or lack there of.
Response from Small Pet Select· Jun 26, 2026
Hi Tammy, Thank you for taking the time to share your feedback. We truly appreciate hearing about your experience. I wanted to clarify that we have honored our Satisfaction Guarantee by providing a full replacement for your original order. Our Gourmet Hay is a handcrafted blend that is mixed in small batches using seasonal ingredients. Because the ingredients are naturally grown and the blend is assembled by hand, every box will vary somewhat in appearance and composition. This natural variation is part of what makes each batch unique. Under our Satisfaction Guarantee, we provide one resolution per qualifying order concern. In your case, we have already fulfilled a complete replacement for the original purchase. Since a resolution has been provided, we're unable to offer an additional replacement, refund, or store credit for this order. That said, your feedback is important to us. I've documented your comments regarding the ingredient mix and shared them with our warehouse team so they can continue monitoring quality and consistency across future batches. Thank you for your understanding, Small Pet Select


