Our Bengal cat has been on a mix of raw and wet food since a kitten. He always does better on raw (stools, weight management etc) but was very very fussy and would turn his nose up to food we put down... See more
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Our Siamese developed a condition that even RVC hospital (we are talking eye watering costs, too) was unable to diagnose. IBS was just a “side effect”. We tried every cat food under the sun, dry and w... See more
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We were introduced to Purrform by the breeder we bought "Teddy” our Exotic Shorthair from. She said, "don't go anywhere else - nothing competes" and yep, she was right! We "had" to use an alternative... See more
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Cat devoured the trial pack which arrived on time via DPD. Placed bulk order which was despatched Thursday but did not arrive the next day as DPD had a delay. Items finally arrived Friday at 5pm not... See more
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Company details
Information provided by various external sources
We believe that the benefits of a natural complete Raw cat food meat and bone diet far outweighs those associated with cooked and dry food. It is now widely accepted by many animal and veterinary professionals around the world that a raw food diet can have many health benefits over processed food. Your cat is able to digest and utilise the ingredients in raw food as this replicates what it would eat in the wild.
Contact info
PO Box 604, WD5 5BP, Abbots Langley, United Kingdom
- 0800 909 8099
- enquiry@purrform.co.uk
- purrform.co.uk
4.4
Excellent
201 reviews
Replied to 83% of negative reviews
Typically replies within 48 hours
3-star2-star1-star
Order delayed no refund
Cat devoured the trial pack which arrived on time via DPD. Placed bulk order which was despatched Thursday but did not arrive the next day as DPD had a delay. Items finally arrived Friday at 5pm not cool to the touch. Because I have not taken photos Purrform are refusing to send a replacement or refund the money paid as they state there terms do say delivery could take 48 hours. They have in my opinion little interest in customer retention or customer value and my recommendation is NOT to order from them.
Date of experience: February 10, 2025
Reply from Purrform
We would once again like to apologise for the delay in your order reaching you.
However, the items were delivered within 48 hours of despatch, as per our terms and conditions. Our parcels are packed in insulated boxes with sufficient ice sheets, to keep the goods below 4c for a minimum of 48 hours. This ensures the products remain at their best and are suitable for refreezing if delivered within this timeframe. This will not compromise the safety or quality of the meat. We have been trading for over 10 years and our packaging methods have been rigorously tried & tested under different conditions & at different temperatures and the packaging and methods we use are more than sufficient to keep the parcels and food they contain, at a safe temperature. We regularly send out parcels on a two-day service, using the same amount of ice as in your parcel, which do arrive frozen, even during the summer months. There were DPD delays to your area, which did affect other customers but all the other parcels were received in satisfactory condition. Please rest assured that at Purrform we are cat lovers and the health & well-being of cats is of the upmost importance and we would never provide advice that was in any way detrimental. We are once again very sorry that you are not satisfied with the outcome, but are unable to assist further, due to the reasons given.
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Unjust Treatment & Ongoing Misrepresentation – Extremely Distressing
Unjust Treatment & Ongoing Misrepresentation – Extremely Distressing
I’ve been a loyal Purrform customer for nearly two years, spending close to £3,000 on food for my seven cats. While the product quality is good, my experience with customer service has been deeply upsetting.
In a previous order, I received the wrong meat (venison instead of quail). Though Purrform admitted the mistake and re-sent the correct food, I was asked to return the frozen items via DPD. I was told to leave them outside unattended—but no collection happened, the food spoiled, and I had to dispose of it. This is now being held against me, unfairly.
In a recent order, two non-food items—a serving dish and spoon bundle—were missing. Rather than offering support, I was met with disbelief. I searched through my waste, took photos and videos of all packaging, and emailed it all to your representative, Sam. I provided real proof. Yet, instead of acknowledging this, Purrform continues to publicly misrepresent the situation and blame me, the customer.
Let me be clear: this is not hearsay. This is a fully documented incident. If your team could send me a completely wrong frozen order worth nearly £300, how can you now claim that those same workers couldn’t possibly have missed a £28 spoon and dish bundle? What logic is being used here?
I gave you photographic evidence that the items were missing. You gave me no evidence at all to prove they were packed—just vague statements and internal assumptions. And despite all of this, as a vulnerable person with mental health struggles, I still tried to remain patient and loyal to your company.
Yet instead of resolving this respectfully, you blocked me from buying food directly for my cats. Can anyone honestly justify that response?
This treatment is not only unfair—it is damaging. I sincerely hope Purrform reflects on how it treats customers who are just asking to be heard and respected.
Date of experience: March 27, 2025
Awful customer service!
Awful customer service!!
I ordered the same food I order every month and the wrong flavour was sent! Contacted customer service who weren’t sorry at all, they made me feel like I was trying to scam them.
Finally got the correct food after having to wait 2 extra days! To then be told as a stockist I wasn’t selling enough and therefore wouldn’t be supplied at the trade prices, resulting in me losing out on customers and income.
Very poor communication skills.
Date of experience: November 09, 2023
Reply from Purrform
Dear Kelly,
Occasionally we do make mistakes when picking and packing orders, and for this we are truly sorry. We requested a photograph of the incorrect items, as per our terms and conditions. Unfortunately, you were unable to send us a picture on the same day, which caused a delay in sending a replacement. We sent your replacement parcel as soon we received your photograph.
We do not set a minimum order quantity for our stockists because we understand that new businesses often need to place small initial orders to build up their customer base. We would then expect them to start placing larger orders. We review trade accounts periodically to ensure our trade customers are placing reasonably sized orders. During our most recent review we observed that you only place monthly orders for enough food to feed a single cat. Unfortunately, it is not viable to keep you on trade prices for orders of this size. As we mentioned to you before, we will be more than happy to review this decision in future when you are able to demonstrate to us that you have multiple customers and will be able to place large trade orders.
Portion sizes work out very expensive
Portion sizes work out very expensive, which is a shame as I would probably order more often. My cats and kittens like it, but as with anything, they go through phases of devouring it, then not touching it.
Never had an issue with a delivery (unlike others I could mention - Theyloveit! - don't touch them with a barge pole!)
Would be good if it came in 1kg sizes at a reasonable price.
Date of experience: July 14, 2023
Reply from Purrform
Thank you very much for your valued feedback.
As you have mentioned that you have cats and kittens, we wonder if you are enrolled on our Breeder's Scheme?
We use only high quality, human grade meat in our all recipes, which does attract a higher cost than if we were to use lower grade materials. We try to keep the costs down as best we can, and have not had any price increases in more than a year and a half.
Although our product might appear more expensive than other products on face value, cats fed a high quality, raw food diet will need to consume less than cats fed on cheaper alternatives, which does even out the price difference. Customers feeding our food often comment on the money they save on cat litter after making the transition.
If you would like any further information on our Breeder's Scheme, please email or call the office.
Punished for Reporting a Missing Item – Absolutely Cruel and Unethical
⭐ 1-Star Review for Purrform on Trustpilot
I have been a loyal Purrform customer for a long time, consistently purchasing their food for my cats. However, my recent experience has been nothing short of shocking and appalling.
I placed an order that arrived with missing items, so I did what any reasonable customer would do—I contacted customer service to report the issue. Instead of handling it professionally, they questioned my honesty, insisted they were “certain” the items had been packed, and made me dig through my general waste bin just to prove my claim. After finally agreeing to resend the missing items, they then banned me from purchasing directly from them!
Yes, you read that right—Purrform blocked me from buying food for my cats simply because I reported a missing item. They told me I must now buy through third-party stockists, effectively punishing me for their own packing mistake. This is outright cruel.
A company that values its customers does not treat them like this. Instead of taking accountability for an issue, they chose to dismiss me and refuse future business. If there were a better alternative for my cats’ dietary needs, I would never give Purrform another penny.
If you’re considering buying from Purrform, be warned—if anything goes wrong with your order, they might blacklist you instead of helping you. Absolutely disgraceful customer service and a company that does not deserve loyalty.
Date of experience: March 20, 2025
Reply from Purrform
Hi Nosheen,
Thank you for your further review. We are very sorry to hear this.
However, as mentioned previously, our suggestion to purchase through a third-party supplier, was not only due to this latest issue, but also due to the issues you reported previously.
We arranged for your unwanted goods to be returned but we never received these back from you. Furthermore, regarding your missing non-food item, we did carry out an internal investigation and this did demonstrate that this would have been included in your parcel. Despite this, we did re-send it to you.
As a result of doing our best to assist, we have significantly lost out financially, which is not sustainable.
The majority of our customers have a seamless experience but it appears we are unable to provide this in your case.
We do wish to retain you as a customer and appreciate that you have always praised the quality of the Purrform food but have found some of your remarks and comments to be unjustified and like any company, we expect a certain amount of respect from our customers. At the end of the day, we are also only human.
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Purrform bad customer service
Purrform - well - great product, terrible service. Awful website that repeatedly drops information out of it during the order process, awful customer service as they never admit to any errors. When I moved house I had to make an order to my new address and the website system defaulted to my old address and sent the order there instead. Purrform admitted no error. Cost me over £100 in lost order. Not good. When I point out the problems with their website, they ignore the points I make in favour of points of their own that are irrelevant to my complaint. Their products are however good quality, if you can stand dealing with the company.
Date of experience: September 06, 2024
Reply from Purrform
Thank you for your review, as all feedback is very valuable to us.
We are obviously sorry to hear that you have had issues placing your orders. Ease of ordering on our website is obviously important and of course, it is in our interest, to assist customers
with any issues they may experience while using our products or services, in order to maintain our business and retain our customers.
We fully understand how frustrating it can be when websites do not function correctly but have not had any other customers reporting similar issues to yourself.
Indeed, if we had any known website issues, these would be addressed. However, in this instance, even our IT department are unable to identify a reason for the problems you have reported.
We are truly at a loss to understand what you are experiencing.
If possible, please could you try to place an order using a different device, to check if the same thing happens and let us know.
Many thanks.
I bought a box of 6 mixed sachets of…PurrForm raw cat food.
I bought a box of 6 mixed sachets of raw food, and a tub of turkey and bone raw food. I have only opened one sachet of rabbit and bone, but my two cats flatly refused to eat it, so that looks l8je a waste of money. I don’t think it worth trying any more as it would only end up being put out for the magpies. I also bought a 1kilo bag of Aatu dried food free range duck flavour, which they readily ate. Normally they get a Royal Canin dried food with an occasional shared Sheba or Gourmet pouch just for a change, but they do seem to prefer dried cat food.
Date of experience: April 25, 2019
Plastic bits in food. Twice.
I've used their cat food for years as it's generally a great product, but in the last six months I've found plastic bits in two pouches which I think is dangerous. Not everyone would notice the problem (we only did because I break the food up so it's not a single lump). The first time I told the company they responded quickly and clearly took it seriously. I was impressed with their response. However, now that it's happened again in a short amount of time warning bells about quality control have unfortunately gone off. Shame.
Date of experience: July 19, 2017
Reply from Purrform
Thank you very much for your valued feedback. We are very disturbed to hear this has happened again. We will be investigating this with our meat supplier as we do not use any form of plastic in our production. Once again, thank you for sharing this with us. We will also be contacting you individually.
No communication at all!!
No communication at all!!
I have tried all contact options on website, Google searched for phone number and emailed directly, delivery now due a day later, what do I do if it’s defrosted my cats can’t eat 30 tubs and I can’t re-freeze raw meat, sorry for this method but you are not available on any of your contact options?
Date of experience: September 23, 2022
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Awful product to match the awful company
If you’ve you got £35 you want to waste then buy Purrforms cat joint supplement. Smelled weird when opened the tin. I then followed the instructions by putting a small amount on my cats food.
Cat wouldn’t go anywhere near it!!!
Asked for money back, but Purrform point blank refused and then wouldn’t reply to any further emails.
Rubbish product and even worse customer services. Avoid unless you’ve got money to waste
Date of experience: January 11, 2024
Reply from Purrform
Thank you for your feedback.
It is very disappointing that your cat does not seem to want to eat the Purrform joint supplement.
We are always keen to support customers as much as possible and it is obviously in our interests to keep customers happy and continuing to use our foods and supplements. However, it would not be viable as a company, to refund customers where their cats are not keen, for whatever reason, on the products.
As we are sure you are aware, cats are extremely fussy creatures and any slight change in food may prevent them from successfully eating the product. We would love to satisfy all cats with our products, but unfortunately, this is not always possible.
However, for this reason, may we suggest you try adding a smaller amount of the supplement to your cat’s food, for the first week or two, to enable your cat to become used to it. With some cats, they need more of a transition, so by adding the amount indicated on the label initially, may be too much.
We are sorry that we are unable to offer you a refund for the reasons mentioned but trust you can appreciate and accept our comments but hopefully, by trying the above method, your cat will start to accept the supplement on his food.
Loyalty Means Nothing – Extremely Poor Customer Service
I have been a long-time customer of Purrform, consistently ordering their food for my cats. While the product quality is good, their customer service is absolutely unacceptable.
I recently received an order with missing items, and instead of offering a simple resolution, I was met with skepticism and dismissiveness. I was asked to provide proof of the packaging, even though I had already unpacked and disposed of it. Despite explaining the situation, I was essentially told that it was my word against theirs—as if I was lying over a couple of small items.
To prove my honesty, I had to dig through my general waste bin just to take photos and videos, which was frustrating and completely unnecessary. After all this, they finally agreed to send the missing items but then banned me from purchasing directly from them, telling me to buy from third-party stockists instead. So, instead of taking accountability for a mistake, they chose to push away a loyal customer who has spent a significant amount with them.
This experience has left me extremely disappointed. If there were a better alternative, I would switch immediately. Purrform’s food might be high quality, but their treatment of customers is appalling. If you ever have an issue with your order, don’t expect them to take responsibility—expect to be dismissed and treated as if you’re the problem.
Think twice before committing to this company.
Date of experience: March 04, 2025
Reply from Purrform
Dear Nosheen,
Thank you for your feedback which is extremely important to us.
We are very disappointed that you feel unhappy with the way your issue was handled. As a company, it is obviously not in our interests to dismiss customers and not retain them. We are always keen to help and resolve issues as quickly as possible.
As for any organisation, we have certain complaints procedures to follow. As the items you were missing were small items, wrapped in bubble wrap, we merely asked you to double check the packaging, to ensure these had not been inadvertently discarded.
We appreciate that this is frustrating for a customer and you may view it as skepticism, but we have had customers previously, who on re-checking, have located their missing items. Due to the way we pack and check our orders prior to dispatch, it is unusual for items to be missed from orders, particularly non-food items.
However, when you checked and reported back, we immediately agreed to re-send the items you said were missing.
As you also reported a problem with your previous order, we suggested it would be advisable in the future, for you to purchase from a third-party stockist, to avoid any further issues.
We are of course, grateful for your loyalty and valued custom.
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No changes allowed or response to tel & email
On 3rd Nov I placed an order for 10 boxes of raw food sachets but immediately I had placed the order I realised I'd ordered chicken sachets instead of all Rabbit. I immediately phoned Purrform and had to leave a message as (despite their answerphone saying they were open til much later in the day) no-one responded. I also immediately sent an email asking if it would be possible to change my order as I had just literally sent it to them. However Tues 6th at nearly 6pm the order arrived as originally sent. No reply to my email or to my telephone message, so I have a very disappointed cat (he doesn't like the chicken sachets, only eating various rabbit sachets.
Date of experience: November 07, 2018
Would happily give no stars as they…
Would happily give no stars as they don't care when they let you down. My frozen order was due on Friday. It was delayed and I was promised it would arrive on Saturday morning as a priority. It didn't arrive. Then the courier tried to deliver it on Monday even though it was 96 hours out of the freezer and defrosted. I told them not to deliver it. Purrform then dispatched another batch and I was told that would arrive today (Tuesday). It's now 6.30 pm and no food. Time to change brands I think, not that Purrform will care one iota.
Date of experience: October 18, 2022
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atrocious customer service
As others have said, the food is great but customer service is atrocious. The majority of my orders haven’t been delivered on time and they don’t even email to let you know. You have to chase and the order gets sent out a few days later. I wish there was another brand that offered the same quality food so I could switch.
Date of experience: October 23, 2021
Reply from Purrform
Dear Charlotte, We are very sorry the service has fallen below expectations. We would always get in touch with our customers when we are aware of any delivery problems with the courier. In your case we did leave a message on your mobile to let you know that we were unable to send your parcel, due to our courier having delivery issues in your area, as a result of driver shortages. Our message did notify you that we have a stockist in the London area that also provides a delivery service. This would be a better short term alternative, until the courier is back to normal. As we are closed at weekends, we were unable to respond to your messages previously, for which we apologise. Unfortunately, in view of the current economic situation in the the UK, many couriers are experiencing delivery issues and we are trying our very best to ensure that our customers are kept updated, where necessary. We do understand that this is extremely frustrating and can only apologise.
Price increase and not produced in the UK!
I have used Purrform for approx. 18 months, me and my Bengal have always loved the brand. My Bengal was obsessed with Rabbit.
However, after receiving an email explaining their prices were increasing up to 8% because of the war, I've decided to stop ordering and use Luna and Me.
Purrform is already expensive but the percentage of the increase is incredibly high. According to their website, Purrform is produced in the UK so I don't understand the impact of what the war has on them for the cost increase? Unless it's not produced in the UK which therefore the website is very misleading.
Their delivery charges are extortionate!! Luna and Me next day delivery is £5.95. And their overall service was delightful!
It's a real shame because I love the brand. But with a cost of living crisis, I simply can not afford your ridiculous price hijack! Unless your prices decrease (which they most likely won't) I won't be coming back.
Date of experience: June 14, 2022
Nothing wrong with the food it’s the…
Nothing wrong with the food it’s the customer service that’s appalling. Sent my order to someone else with all my personal details attached to it. Didn’t bother to reply to my email of complaint despite saying that they have - they haven’t. Really need to get some customer skills. With regard to your response- you are fully aware that the person who received my order opened my invoice and called me twice- the 2nd time to tell me you where not collecting the food. You did not email me today but you have taken the time to respond to my reviews and a message on Instagram because people can see these. Your customer service does not exist and you should be more careful with peoples delivery information given the risk of online fraud. I think you only refunded myself after I emailed you today but you certainly sent no email to me. Customer service is as important as the product you are selling.
Date of experience: February 26, 2020
Reply from Purrform
Dear Julie, we are very sorry you feel that we have fallen down on our customer service, as this is very important to us. On Friday, when you highlighted the problem with your delivery, we spoke to you on the telephone and confirmed a mistake had been made. We did apologise to you and we also confirmed that we would re-send the parcel and refund you, which we have done, as promised. With regards to the parcel that was delivered by mistake, to another customer, the courier has returned this to us, along with the paperwork. We did not reply to your email sent yesterday evening, as the office had closed but we sent an email today, to confirm the action we had taken. When we make a promise to a customer, we always fulfill our promise. It would not be in our interest to be dishonest with our customers. We are not always able to reply immediately as we sometimes need time to investigate the issue with our courier, but this doesn't mean that we are not taking the necessary action or failing to act in a professional manner. We obviously realise the importance of good cutomer service to retain our customers and ensure the growth of the business through recommendations. We do apologise if you were not happy with our course of action but would like to thank you for your valued business. The team at PurrForm.
WORST CUSTOMER SERVICE, ORDER NOT DELIVERED
I've fed my cat with purrform for 2 years already. The products are good, my cat loves it. But I will give 1 star to the customer service. No one will reply your requires. I called/emailed/instagram/facebook, just no one ever get back to me.
I recent order hasn't been delivered, and it showed order complete on their website.
Problem still not figured.
Date of experience: October 07, 2021
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Customer service issues
Like other customers have said my cat likes the food however Purrform customer service is appalling.
On 2 separate occasions my order has not arrived on the day it was due. The first time was BEFORE THE PANDEMIC, I ended up with a duplicate order (which I paid for). On the most recent occasion my delivery was dispatched overnight on 11/11/21, due to be delivered on 12/11/21, it’s still not been received today (13/11/21), so obviously not stored correctly. Purrform have not called, emailed or left a voicemail to advice of the delay.
Purrform will say the food is packed with ice packs but the food does not stay frozen for 2 days! I’ve seen the response from Purrform on other reviews and expect the same excuses. If you’ve ever spoken to them on the phone it’s pretty much the same thing, shoddy customer service. If you’re going to blame it on the delivery company perhaps change the company you use? Not sure who you can blame for the poor customer service…
Date of experience: November 13, 2021
Behaviour changes with Bengals, super expensive vs other raw brands
Both my Bengals are obsessed with this food and far more than any other raw food brand (tried 4 in total), which I originally was very happy about. But they sometimes overeat this food to the point of being sick which they don't do with any other brands even ones they really love to eat.
We thought perhaps it was just THAT tasty, but we've moved them on and off this food for one month periods and can now confirm that their behaviour changes when on purrform quite distinctly. Our younger cat becomes more erratic, vocal and generally irritable and distressed.
A theory I have is that there could be added sugar in stock or other ingredients labelled in categories. I'm sure it's not a pet wide issue but wanted to put this up so that other customers will bare it in mind if there are any noticeable behaviour changes.
We also spend 1.5-3x the amount on Purrform vs other raw brands (Natural Instinct, Poppy's Picnic, Bella and Duke). It's very expensive! The subscription model is a bit of a pain to navigate if you just want to get one off purchases, the site aims to make the subscription model easier to sign up to.
Date of experience: March 27, 2022
Reply from Purrform
Dear Grace,
Thank you for your feedback, which is always useful to have.
We are sorry that you are not happy with our products. We have no idea why your younger cat would experience any behavioural changes. We certainly do not add any sugar or other artificial additives in any of our products. We produce a completely natural food which is made using only human grade meat, minced with the bone & offal. It can be normal for cats to demonstrate more vitality with the food, as it is very high in meat protein that is biologically appropriate which cats thrive on.
Cats should not be allowed to overeat on the food and if following the recommended guidelines, it should be no more expensive than other raw food brands. As the food is high in protein, it is highly digestible, meaning cats can eat less to obtain the correct level of calories and nutrients.
We are sorry if you have found the subscription model hard to navigate. We do have many customers who do order on a subscription basis. However, we are having a new website coming on line shortly. Please call us if you require any further assistance or advice on our products / feeding guidelines.
Very poor customer service
Very poor customer service, was written an email to pay a difference of 4 pounds due to the poor developement of their website.
Appalling will not be buying with them anymore.
Date of experience: May 15, 2024
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