Sue;
I've just literally spoken to Graham from 'Hay For Pets' as he has read your post stating that he's concerned regarding what you are stating.
He has told me that he has not had any orders from anyone called 'Sue' and cannot find any trace of any communication from yourself via email or phone and assures me that his phone is working perfectly, as he has just called me from it (i can confirm this, it was to my mobile).
Please can you try and contact Graham again on 07812 127160 (this is allowed to be posted publically, its available on this page:
http://www.hayforpets.co.uk/contactus.php) and discuss this with him as he is concerned.
He has also spoken to his website people who set it up for him, as occasionally if there is a problem, an order goes to them, but they have not seen anything either.
I think it is excellent customer service, that Graham has seen my post and has matched up my username with my real name and has contacted me to try and help you out with your problem with the order
Please try again, or please get in touch, either via thread or via PM and i'll be happy to try and help.
Cheers,
Gray
(P.S - I am not Graham from Hay for pets! :lol