Business ProfileforTabby & Jack's

After having to call several times to get someone on the phone, and several more to get someone who could help me I placed a special order for my dog's food and was told it would be delivered on February 9th, 2022. I was told I could count on the delivery when I told them I would run out of food the next day for my dog. When I called the morning my food was supposed to arrive I was told the delivery would arrive around 12:30 PM and they would call after checking to see if my order was on it. I called back at 5:30 PM since I hadn't heard anything and a very rude employee told me "Oh yeah, they told me, I forgot to call you, your food isn't here." with no apology or offering to have someone call me back that could help with the situation. The rest of my interaction with her she was extremely rude and seemed annoyed that I was asking to find out what could be done. When a manager finally called me he explained the ordering manager was out the day before sick and so none of the specialty orders were placed, just their regular inventory. I was shocked they weren't proactive in informing the manager placing the order about how to place the specialty orders or notify the customers with specialty orders so they could come up with another solution. I also explained this wasn't the first time I encountered a rude employee when contacting them about a mistake they made and he said there was nothing he could do. I then spoke with the owner and she didn't allow me to explain what happened from my perspective nor bother to apologize, she instead hung up when I stated that I was shocked that there was no solution to offer a customer that spends thousands of dollars at her store annually. She then chose to send me a very rude email. However, her store has a loyalty program for a certain number of points equaling a certain amount off a purchase and a certain amount of dog bags bought being free. I now have to start over earning my free bags and lose what I had already earned.