Haybox Reviews 

I have just put 5kg of hay from Hay Box into my garden recycling bin. It was dreadful. I have been a customer of this firm for several years; my small herd of guinea pigs have always loved their long-stemmed Timothy Hay. Then about two months ago everything changed. The hay was delivered vacuum packed. It was very short and very dusty and my animals found it unpalatable. I wondered why I was paying premium prices for a product which would be at home on the shelves of a supermarket or pet store chain. In addition, delivery times became very lengthy and emails to Customer Services went unanswered. There are a number of reviews from other dissatisfied customers which should be read if you are considering doing business with this firm in the future. I have taken my custom elsewhere.

Edit: I received an apogy email and a refund. Still not happy that the quality dropped significantly and hay is untouched. I will donate the 2 boxed to a rescue centre, if they can accept them.

Original review:
I was a long-term subscription customer until my recent order. I received my last order in mid-November, however I only opened the hay in December as I still had my previous box to use up. (also like to have excess as once I had delays and I had to source hay from another company for the period I was waiting for my order)
I opened the new box and fed it to my rabbits, surprisingly they were not keen on it as usual. Usually they couldn’t stop eating the fresh box of hay I opened, however they left this untouched. It was very unfortunate as one of my bunnies was poorly so had to rely on good quality hay. I sourced a bag of hay elsewhere and tried to mix it with the haybox one, but they were not interested. Now I have 2 boxes of hay which they refuse to eat. I contacted haybox on 5th Jan and I am still awaiting their reply. I asked for a refund and wish to send the unused boxes back but nothing. Tried to phone them, but their phone lines are down as well.
Previously the quality was brilliant, but now just unacceptable. Also, customer service is awful, nothing like it was before. This is just an appalling service. Not sure what happened, but with this speed they will close the business pretty soon as this is not the standard we were used to. It’s a shame, but even for forage I am using other companies who are more reliable and have brilliant customer service.

*update* So whilst there’s still been problems with getting part of my delivery I have spoken to them on the phone twice & they’ve been very polite & helpful (albeit with slight delivery issues still). I don’t want to give too bad a review for a company that is trying hard & quickly to rectify a problem.

So the last orders my girlfriend had placed with Haybox have had issues & delays, the most recent one she’s still waiting for nearly 2 weeks after they said that it’s been shipped. They're also not replying to her emails that she’s sent. So I did an order the other day to see if it was an issue with her subscription. Got an email saying my order has been shipped, DPD said it’s going to be delivered Saturday, great I thought. Waited around, delivery came, 1 small box of 2?! Where’s the other one, the main one, the one with the actually hay in that my pets need as they haven’t delivered my girlfriends order yet. Missing!! Called DPD & they say they never got the other parcel from them?! What is going on with their deliveries now? They used to be so good & reliable but ever since they changed their packaging for some reason they’ve been poor.

Haybox used to be great but recently it has gone downhill very quickly.

I have had two orders go missing recently and customer service was poor. They didn't apologise for the inconvenience that, as a result of the deliveries not arriving, I ran out of hay and had to travel a 40 mile round trip to get a suitable alternative. When the first order disappeared (the courier says it never arrived with them) they guaranteed my replacement delivery by a certain date but it still didn't arrive which is why I ran out through no fault of my own. The orders always used to come next day with allocated time slots. However it would appear they are now using a cheaper, less reliable courier although at no cost benefit to the customer.

Packaging and quality has also changed recently for the worse. Plastic packaging means that the hay has to be cut into much smaller strands and is also a lot more dusty.

If haybox changed back to what they used to provide i.e. a reliable hay delivery company with a great product, I would return but until then I have cancelled my subscription and taking my business elsewhere.

I have been using haybox for years as the hay has been great quality and I have never had a problem with customer service but since the packaging changed the company seemed to aswell. This is not the hay box I remember the hay is not as good quality it’s more bitty and dusty I usually buy coarse cut. The company has gone down hill since last November and they haven’t responded to any of my emails as I have sent multiple as my package took much longer than usual to dispatch leaving me with no hay left and me wondering what’s going on with my order!! And having to buy hay from the shop. We need the old hay box back! I seem to think that the company has changed hands as I have noticed big changes and not good ones.

Great quality, great service. Puts their customer (aka pets first) , reasonably priced and environment friendly.
You have got this right:) .

Big organisation should take some lessons from them.

Originally thought it was great my previous order was completely fine although they didn’t put much hay in the box but my rabbit did like the hay but that’s not the point so I messaged them on Instagram asking if they had any discount codes they read the message but no response so then I sent an email and still over a week later no response so I did a follow up and still.. no response. I find it really rude and unprofessional. Not going to order from here again guess I’m going to have to find somewhere else unless they give me a valid reason they have been ignoring me

I have always ordered with hay box and always been satisfied. My most recent order I ordered soft cut hay as that is what my rabbit likes. However, I was sent a plastic pack of coarse hay. I have tried to contact the company on a few occasions but have been unsuccessful. I feel the hay in the plastic packaging is also giving less hay, the box is usually full with hay.

Have been using HayBox for 3 years but the recent changes to packaging have caused us to go elsewhere. Originally we would get three boxes (15kg) of Timothy Hay which our 5-buns adored. The new “eco-friendly” plastic packaging has reduced the boxes we get (only bonus) but has seriously impacted the quality of the product. The hay, which used to be long-pieces of hay fitting nicely into our racks with wastage only when the buns dug, is now clearly cut up to get it into the bags. This causes a load of waste and a huge increase in dust. One of our buns has a sneezing condition, so dust is a considerable worry for us. Though the hay remains clearly fresh, the quality and quantity appear to have significantly reduced. Stuffing it into plastic bags is making it harder to distribute too!

Really disappointing. We have tried two months of the new hay to give it a good go, unfortunately now we are moving our business elsewhere in the hope of the original quality we had from HayBox. Should they have an option for boxed hay as it was before, we’d come back.

If I could give no stars, I would! Do not buy from this place; they’re absolutely appalling.
I ordered Timothy hay from them in November, paid the delivery charge and expected my delivery 2-3 days later; as stated on their website. Nearly a week later I had nothing and by this point I had run out of hay. I contacted them by phone, they said they’d had new machinery installed and that my order would be one of the next ones to go out. I told them to cancel the order and refund my payment as I’d now run out of hay and would have to source it elsewhere. I didn’t receive my refund until the 14th December; the guy said he’d “forgot” the press the button to issue it.
I thought I’d give them another chance as my rabbits liked the hay. Their website stated that they were closed until 27th December but normal service would resume after that. I placed an order on 29th December and received an email 1st January to say my order was on the way via DPD. It is now the 5th January and I still have nothing. DPD say they haven’t received the parcel yet and the Haybox website is saying my order has been fulfilled. I have emailed Haybox three times asking what’s happening; I’ve had no response. I’ve tried ringing them but conveniently there’s a voicemail message saying they’re having technical difficulties with their phone; it’s been saying that all week.
I have now run out of hay yet again because of their rubbish service so will again have to try and source it elsewhere. I’ve contacted my bank to start the process of getting a chargeback as I don’t know what else to do.

My bunnies used to love this hay but recent changes mean they no longer touch it and I’ve had to look for a new supplier, which is a shame as have been ordering from Haybox since they were just a few weeks old

I have used haybox for over a year now, rabbits used to love it however quality has slowly got worse and a lot more smaller and dusty. My most recent order arrived in plastic instead of a box meaning it was even worse than all other orders. Feels like we are getting half of what we pay for as most is not usable. Rabbits waste it and don’t seem to enjoy it. 4 stars as it used to be great

I have been ordering hay for our bunny from Hay Box. Every time the deliveries are sent out promptly. In case of any queries they respond swiftly and resolve any issues. Recently when I reached out to them regarding the hay I received, they very kindly sent us a complimentary box to tide over the time. Thank you Hay Box for your service.

Richard was great in sorting our replacement delivery for us within the next few days as our first delivery was lost by DPD. The service was faultless, prompt and fantastic.

We have been using Haybox for a few years now and up until now always had excellent service and delivery.

Ordered hay on 18th December and had to chase up on Friday as no confirmation of delivery. It was only because I was emailed that I was told that a new packing machine bad been delivered and there were problems. I was assured it would be despatched on Friday.

No hay arrived and we had to purchase emergency hay for the bunnies. Chased up again today only to be told they don’t know why it wasn’t sent and it would arrive by Saturday. We now have to buy yet more hay.

I know we have had Christmas etc but if I hadn’t emailed I would have had no contact at all. I”m sorry Haybox but service seems to have really slipped which is very sad as our bunnies love this hay but if delivery cannot be relied upon it’s not a good service for customers

I’ve been using Haybox for quite along time now as they produce fantastic Timothy Hay at great prices, which my bunnies absolutely love!
My recent delivery arrived in their new packaging, which is greatly improved and has so many benefits. Previously it arrived in cardboard boxes, which, while great for the environment, not so great for storage due to space or travelling in transit on route (wet boxes or risk of contamination). The hay is now compressed into plastic bags, which contains recycled plastic and can then be recycled at Tesco when finished with, so still okay for the environment. It now takes up so much less space, my order, which would normally have been 6 boxes, arrived in just two, so I can store the hay so much easier. I also used to decant the hay into black bags because it was impractical to take a large box in and out of their enclosures every day, so this has now saved me a job as we can just use the hay in the plastic bag it comes in.
And the hay, most importantly, is still amazing!
Keep up the great work Haybox. 😍

Ive been buying hay from Haybox.com and recommended them to several of my guinea pig keeping friends.. but this last batch i have to say has left me very disapointed.. the quality of hay has dropped drastically.. i wont be ordering anymore .. it smells different and its tiny and dusty.. my guinea pigs used to really get excited when i gave them the hay .. not anymore.. most of it is wasted.. its very dusty now.. such a shame when the product was the best you could possible find.. please rethink this new squashing it to within and inch of its life.. bring back the lovely long hay strands we loved you for..

I've been a loyal customer of your hay products, which have always been a favourite with my rabbits. However, I've noticed a change in the last order. The new vacuum packing technology, while cost-effective and environmentally friendlier with fewer boxes, seems to have a detrimental effect on the quality of the hay. This process compresses the hay into tightly packed bags, resulting in it breaking into small, dry, and flat pieces, which easily slip through the hay racks. Most importantly, there's been a dramatic decrease in my rabbits' hay consumption by about 90%. This is annoying, as I had placed a larger order in anticipation of the holiday season and potential delivery delays. Due to this issue, I am exploring alternatives and have ordered sample packs from other suppliers who use different packaging methods. I hope this feedback helps in reconsidering the packing process, as I would prefer to continue using a product that has been beneficial for my pets in the past.

Fantastic quality hay, the best I’ve ever bought and my guinea pigs absolutely love it! Brilliant customer service too and speedy delivery - fully recommend! 😀

Fantastic great quality product! I ordered the 50/50 Meadow/ Timothy Hay blend. Also great customer service -very quick and detailed response to my question about my order.