Unprofessional lack of values and work ethic from HILLS PET NUTRITION

I have been a loyal customer of Hills Food for many years and have spent thousands of rands on their products. Recently, I reached out to Andrea Walker to discuss switching from Hills to another brand because of ongoing challenges with the current product for my one fur baby. I have two and they both eat different food. Andrea reassured me that if I tried one more option and it did not resolve my concerns, she would facilitate a return through the veterinarian where I purchased it. However, that assurance has not been honored, as I have not received any responses to my numerous calls and messages and when I finally did via much running around, it was met with rude disdain, insults, a lack of integrity, respect and honour. Furthermore, after Andrea’s complete lack of professionalism, I was deeply disappointed by her superior Brigid's disrespectful behavior and insults during what is already a difficult time for me. I recently experienced the loss of my beloved fur child, and the lack of professionalism and empathy from their team only added to my distress. Their policy is to accept food back if your pet does not eat it. The Vet also tried unsuccessfully to get in touch with them and when they finally got to speak to a woman called Sandra she was equally as unhelpful. On the 24th April 2025 I wrote a final email which I was told would be sent to senior management. To date they have not even acknowledged receipt of the email or responded. I have been trying to address these matters discreetly and professionally, but it is getting me nowhere. I found myself in a frustrating situation before where I had to discard a 12 kg bag of ZD due to it expiring before use. Plus I have another 12 kg bag that I cannot use as my baby girl died. It is completely ********* and unprofessional the way they have treated me. I am now left with another large bag of ZD, which I am uncertain about since it might have contributed to my pet's recent health issues. It seems that Hills only interest is their bottom line and not that of the pets or their owners. Despite my willingness to absorb this loss and my prior loyalty, the communication and support from Hills has been disappointing, particularly with Andrea's firm assurance that any unsatisfactory products would be taken back as in the case of the large bag of Lamb and Rice she literally forced me to take under false assurances. Sadly it seems that my only recourse is to try and post on this platform because they seem to think that they can get away with their shocking behaviour at great expense and upset to the consumer