Roamwild Omdömen 6 394

Svar från Roamwild

2 dagar sedan

Hi Sharon

We're sorry the feeder wasn't suitable for your setup.

We'd like to clarify that, as previously communicated with you, the 18-inch clearance is a recommendation for optimal performance, not a requirement. The feeder will still function from a bird table, the weight-activated ports will still close when a squirrel lands on them.

However, positioning the feeder with clearance from surfaces reduces the chance of a squirrel bracing itself and reaching the seed without triggering the mechanism. This is standard guidance for all squirrel-proof feeders on the market, not just ours.

When you contacted us, our team tried to find a practical solution for your garden as well as offering a return if you wanted it. The starling guard was suggested because it creates a physical cage barrier around the feeder, which would have allowed you to hang it from your bird table while adding an extra layer of protection against squirrels, it wasn't an unrelated upsell, it was a genuine attempt to solve your specific concern. We offered this at a reduced price as a goodwill gesture in order to try and help you.

Regarding return postage, our standard policy is that return costs are covered by the customer for change-of-mind returns, which is clearly stated on our website. The feeder itself is not faulty and functions as designed.

Our PestOff range has sold over a million units across the UK and USA, has been independently recommended by the Telegraph, and has received thousands of five-star reviews. We're sorry it wasn't right for your particular setup and we wish you all the best.

Kind regards,
The Roamwild Team

Svar från Roamwild

15 timmar sedan

Dear Jerry

We're sorry the suet feeder hasn't worked out for you.

We would like to clarify that your request for a return was not turned down. When you contacted us, our team provided troubleshooting advice and explained the nature of suet pellets, they are naturally oily and can occasionally bridge in any tube feeder, which is an industry-wide characteristic rather than a fault with our product.

When you decided you still wanted to return, we accepted the return despite the feeders having been used for several months, which is outside our standard returns policy. We did this as a goodwill gesture.

Regarding the request to swap for the 3.0 version, we explained that the difference between the 2.0 and 3.0 on the suet feeder is the perch design, the internal tube and mesh are identical, so a swap would not have resolved the pellet bridging issue you were experiencing. We felt it was important to be honest about this rather than let you believe a swap would fix the problem.

We'd also note that we suggested trying crushed nuts or mealworms as an alternative feed type that flows more freely in the tube, which was declined.

Our PestOff range has sold over a million units across the UK and USA, has been independently recommended by the Telegraph, and has received thousands of five-star reviews.

Suet pellets can be temperamental in any tube feeder due to their oily composition, and regular maintenance during wet weather is recommended. We're sorry the feeder wasn't right for you.

Kind regards,
The Roamwild Team

Svar från Roamwild

2 dagar sedan

Dear Catherine

Thank you for your feedback and we're sorry your first impression hasn't been a positive one. We'd like to address your points.

Regarding the delivery, we're sorry the parcel arrived in the condition it did. We operate a reduced packaging policy to minimise our environmental impact, but our packaging materials are carefully chosen to ensure contents are protected. All orders are inspected and sealed before dispatch, so if the box was open on arrival this would have occurred during transit with Royal Mail rather than at our warehouse. We apologise that this wasn't acknowledged properly when you got in touch, although the boxes we used are designed for transporting the goods in, it should have been acknowledged more clearly and we're sorry for that.

On the 2.0 markings, we appreciate you raising this and we understand the confusion, however we are not using old stock. The differences between the 2.0 and 3.0 are in the lower assembly, the 3.0 features new solid steel perches and Anti-Corvid clips included in the lid. The polycarbonate tube and upper components are identical between both versions, so rather than discard thousands of perfectly good parts and packaging and send them to landfill, we made the conscious decision to continue using them as part of our commitment to environmental sustainability. If your feeder has solid steel perches and Anti-Corvid clips, you have the correct 3.0 model.

Regarding assembly, we appreciate the Anti-Corvid guard can be a little fiddly the first time. We have detailed video guides in the help section of our website that walk you through the full process step by step, which many customers find helpful.

On suet pellets, the feeding ports on the seed version of the PestOff are designed specifically for sunflower hearts and seed. We do offer a separate suet pellet feeder with larger ports designed for that purpose, please do get in touch if you'd like more information on this, alternatively there is plenty of information on our website.

We hope that once you've had a chance to see the feeder in action against the parakeets, your impression will improve. Our PestOff range has sold over a million units across the UK and USA, has been independently recommended by the Telegraph, and has received thousands of five-star reviews. Please don't hesitate to get in touch with us directly if you need any further help.

Kind regards,
The Roamwild Team

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