Mixed Feelings: Was good food, now not sure, Terrible Customer Experience
**The latest batch of food made my dogs extremely ill. They had to be vetted, and did not eat for a week a full meal. It was confirmed it was the food that made them ill as well. We are just now getting back to normal. I contacted the company, and they said they had no recalls, no issues, not a sorry, not a it could be an isolated issue, nothing! They acted as if they were more concerned with the issues that happened with my credit card being stolen, than my dogs health. Will not be buying again, neither will friends and family. **
I’ve been using this pet food brand for a while now, and while the quality of the food itself is hard to deny—clean ingredients, minimal synthetics, and clearly more nutritious than most options out there—the overall experience leaves a lot to be desired.
Let’s start with the positives: the food seems genuinely good. My pups enjoy it (thankfully), and I appreciate that it’s made from real food rather than fillers or artificial additives. Nutritionally, it’s probably one of the better options on the market.
But here’s where things fall apart:
- Pricing: The food and shipping are extremely expensive. There are no small order options, so you’re forced into large, costly shipments.
- Customer Service: Almost Nonexistent. There’s no phone support, they don’t return calls, and emails go unanswered for days/weeks. If you run into an issue, good luck getting help. (at least fast and without multiple attempts.)
- Loyalty? What Loyalty?: There’s no rewards program, no discounts for long-time customers, and no signs that they value existing clients. It feels like once they’ve got your money, that’s the end of the relationship.
- Locked In: If your dog ends up loving the food (or is picky and won’t eat anything else), you’re stuck. Switching becomes a nightmare, especially when you’re already frustrated with the service.
Do I think it’s worth it? Honestly, not really. The food might be top-tier, but the lack of support and sky-high costs make it hard to justify. At this price point, I expect not just premium food, but premium service—and that’s clearly not a priority for this company.