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Hay Recent KMS order mixup

squeakybacon

Member
Cavy Slave
Joined
Aug 9, 2019
Messages
7
Hello,

I just received my monthly 15lb box of bluegrass from KMS, but it does not look or feel like bluegrass. Instead, it looks like 1st cut timothy hay. I've sent them an email with multiple pictures of the hay.

Recent KMS order mixupRecent KMS order mixup
 
It's difficult to tell from the pictures what type of hay you were sent. I'm sure you can easily feel the difference in the texture. Thank you for your post and would you please let us know the outcome. I've had several problems with KMS since the new owners took over. I know they are trying their best though.
 
I've emailed, used their zendesk messaging system, and called their number and left my contact info multiple times. Only response is an automatic reply but no customer service.

Their site mentions their "contact form" is down, but I am not able to get any response other than automatic.

Very frustrating and disappointing.
 
I can certainly understand your frustration. In the past I've sent them emails and never received any answer. The current owners seem like very nice people and I think they are trying to operate a successful business but their customer service really needs to step it up. I understand this pandemic has put many businesses to almost their breaking point but still it's necessary to keep your customers happy or else they will go somewhere else.

I hope you are soon able to get some satisfaction over the issue with your hay. It's not an inexpensive purchase and when you cannot feed it to your pigs due to it being a poor quality or the wrong type of hay it really makes you angry. In the past I've gotten box of very poor hay from each of the two major players and fortunately one of them was kind enough to send me another box at no charge. That's a rarity, you usually just get stuck with it and either have to throw it away, or in my case I was able to feed it to the wild rabbits.
 
Quick update.

After getting nothing but auto responses and no customer service for nearly a month, I gave up.

I donated the hay to my towns animal shelter.
 
@Squeakybacon, I am sorry to hear about KMS's lack of response to you.

I had problems with my recent KMS orders. I ordered two different hays, blue grass and oat. Each delivered box weighted less, with the oat hay substantially less, than what I ordered. My co-worker and I took pictures of each box on top of our office's commercial scale and I sent it off to KMS. After a round with customer service, Dan took over the communication. I ended up with a new 5 pound shipment of oat hay and the missing quantity of blue grass. That quick handling by Dan was a pleasant surprise but it shouldn't have happened to start with.
 
My last resort to contact them would be to drive cross country.

I guess it's nice to know I was the only one they ignored?

Oh well, live and learn.
 
I got bluegrass as pictured. My gps happen to love it so I haven't tried to contact them.
 
My order arrived the same condition with a powder feel as well. I have never had issues before.

I took and sent images in the initial email. I had no reply but of course automated responses to review the hay>( So I sent another and nothing. Their Facebook and Insta have many unhappy comments. I might call my credit card company. They helped in the past with a not-as-described store order refund.
 
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