Reported to Trading Standards - kept their product and my money.
Ordered puppy feed from The Canine Kitchen on 12 December 2020. On 28 December, I contacted them saying I would like to cancel the order as the feed had not been delivered and my puppy had suffered from digestive problems because I had no choice but to switch feeds in the meantime. I did not receive any response. I sent several emails thereafter, but still no response. When the puppy feed was eventually delivered on 1 January 2021, I rejected the DPD delivery (so the feed has been returned to the seller) and advised the seller of the same. Still no response.
No telephone number for customer services (against online seller regulations) and no email communication despite knowing how sick my puppy had become because of this issue. Shockingly, The Canine Kitchen only got in touch once this matter had been escalated to Trading Standards to say the company does not guarantee a delivery date. It was clear that they had received all my email communications and chosen to simply ignore them.
Absolutely disgraceful company lacking any customer service and totally devoid of moral scruples/genuine concern for the end-user of the product, in this case my poor puppy.
I was fully entitled to cancel the sales transaction in line with my 14 day cooling-off period rights. Despite being informed of the position in law by the Citizens Advice Bureau, The Canine Kitchen has refused to give a refund and therefore has kept both their product and my money.
A WORD OF WARNING. This is the only supplier of this dog feed (that unfortunately my puppy had been weaned on). There is no alternative supplier to source it from. The lack of engagement by The Canine Kitchen was very worrying and we ended up with numerous vet visits and upset stomachs from my new puppy. In my experience, this company is only interested in money and not the welfare of the dog. I would personally be very weary of buying a puppy from a breeder that has used this feed.