If you take a look at the article, there is a support phone number that Graze issued to me after I made them aware of this article and its feedback.

Hope that helps

Dear Sirs

Your website is not working correctly and I am unable to either cancel my orders or change or delete my card details.

I have become suspicious as there is no contact tel number on your website, nor an office address or even an email address to contact you if there are any problems. This is particularly poor customer service. I have managed to get this email address for your office from Tristan Findley’s website where I have found a whole list of unhappy customers who are all complaining about the same things as me.

In the meantime I have rated all products as ‘BIN’ so there are no items to send to me at all. I therefore do not expect to receive anything from today’s date and for my account not to be debited from today’s date.

Please confirm that you have cancelled my subscription with immediate effect and that no further boxes will be despatched.

Regards

I too have never seen a contact telephone number for Graze. Upon emailing them a few weeks ago to make them aware of this very article, they did ask that I post up their support email address. It is: getintouch@graze.com .

I hope this is of some use to you. Please do comment back and let us know how this turns out.

Thank you for your comment!

If you contacted them using their on-site contact form, then it might be easier to email them directly. Their address is: getintouch@graze.com .

I hope this is of some use to you and I hope your issue is soon resolved.

Thank you for the feedback!

Nearly a month later, I am deciding to give them one last chance. I have tried to create a new account, but Graze will not accept my bank card. This troubles me – do Graze actually keep a record of every card on their system?! Even from those of us who have cancelled the service?! I’ve emailed them, will update to let you know what happens.

I phoned O2, insisted on a refund for the hours we spent to sort out the problem….100 free min’s accepted.

I then phoned her bank and insisted on a refund of the money deducted from her account….No joy they said, nothing to do with them.

I then phoned the bank again using the disputed tranaction line
gave them the disputed amounts and dates. My wife’s card was cancelled, she received a refund of all the amounts and a new card within two days.

Time taken inbetween being fobbed off and pushed from pillar to post…..no less than 5 hours. Was it worth it? You bet it was!

We went straight out and had a pizza to celebrate followed by a bottle of champers and I gave our dog some extra doggie biscuits.

Personally I would avoid subscribing with companies who do not display both a telephone number and address. This is to me a warning sign. I would like to see clear instructions on how a subscription can be cancelled, the notice period & a note saying “If any problems please tel,,,,,,,”

I would disagree with Tristan that it is either ethical or usual for non-scam programs to sign you up automatically after a free trial. – This is fine if the site states that this will happen, but not otherwise. The customer should know that repeat payments will be taken from then on & have the opportunity to cancel. If they do not advise & clearly that they will be taking out further payments following the free trial they are in breach of consumer law.

Seems overall the product is ok but they need to provide better customer protection.
The other service problems mentioned may be due to lack of organization of a young site

In my personal opinion, I think they are a very beautiful and unique dog, who are a wonderful friend and companion with whom you can share a special bond. From what I’ve been told, they’re not for everyone, as they do require a lot of hard work, but they’re worth it!