ProDog Raw Reviews

Thank you for sharing your feedback. We’re sorry that this experience has left you feeling disappointed, We are slightly confused by the comments regarding the condition of the food, as in your email to us you described it as almost defrosted, which would suggest it was still cold to the touch. Our advice was based on the information provided on our website and delivery note and our guidance that food which remains cold to the touch can be safely refrozen. We appreciate, however, that you were concerned about having more food than your puppy could eat within three days, but as it was cold to touch we did suggest it was safe to store in the freezer, we’re sorry that you felt your concerns weren’t fully addressed. We understand delivery delays can be frustrating. We do care about our customers and their dogs, and we always want to ensure that concerns are listened to and handled as helpfully as possible. If you would like us to look into this further, please contact us at support@prodograw.com so we can review your experience and see how we can help. Best wishes Team ProDog

Thank you for sending in your feedback. We apologies that your order arrived in a condition that caused you concern, and we understand how disappointing and frustrating this must have been. When you contacted us, you explained that 5 or 6 tubs were defrosted and that some had cracks. Information you sent in your first emails was showing a couple with small fragments of plastic missing and cracks, and clearly ice on the boxes indicating they were still very cold and partially frozen. We then asked for some additional information and photographs so we could properly understand the extent of the damage and assess the condition of your order, which we did not receive. Based on the information you did provide, we advised that the food could safely be refrozen and, where necessary, suggested decanting the food into suitable containers to avoid unnecessary food waste. We appreciate, however, that being asked to decant food from damaged tubs may not have felt like a satisfactory solution, particularly when you were already concerned about the condition of the packaging. We’re sorry that this process added to your frustration. When something like this happens, we do need to ask for photographs and information about the food itself, as well as the packaging, so we can establish exactly what has been affected and make sure we reach the fairest and safest resolution. Our team were following our usual process and were genuinely trying to help, while also trying to prevent good food from being unnecessarily wasted. We’re sorry that your first experience with us left you feeling disappointed. We genuinely value your feedback and will take your comments on board, as we always want our support process to feel helpful and reassuring when something has gone wrong. Kind regards Team ProDog

Thank you for your lovely review. We’re so pleased the bundle is working well for you and that the 500g tubs fit nicely into your freezer. It sounds like most of the flavours are going down a treat, although there’s always one. Everyone is allowed something they don’t like, and it sounds like your little one has definitely decided that turkey and white fish aren’t for her. Thank you again for choosing ProDog Raw and for sharing your feedback. Best wishes Team ProDog

Thank you for your 3-star rating for our Lamb Meal. We’d really appreciate it if you could get in touch with our Customer Service team and let us know what improvements you’d like to see. Your feedback is really valuable to us and helps us continually improve. Please contact our Customer Service team on support@prodograw.com and we’ll be happy to listen to your feedback and help wherever we can. Best wishes Team ProDog

Thank you so much for your lovely feedback. We’re delighted to hear that your dog enjoys our Smart Chubs and that the texture is working so well for her, especially as she’s getting older. It’s great to know that the variety of flavours, frozen portions and monthly delivery make things easy and convenient for you too. Thank you for choosing ProDog Raw, we really appreciate your support. Best wishes Team ProDog