Recenzje sprzedawcy ProDog Raw

Thank you so much for your kind review 😊 We’re thrilled to hear that your dogs love their food, that’s always our top priority 🐶💛 We’re sorry to hear that a few of the plastic tubs arrived with minor damage, but we’re glad everything inside was still good. If you ever receive packaging that concerns you, please do contact us. We’re always happy to help. Thanks again for your support and for choosing us for your dogs. Best wishes Team ProDog

Hello Neal, Thank you so much for your lovely review and for being a regular subscriber. We truly appreciate your continued support. We’re so pleased to hear that both your dachshunds are loving the variety and quality of the food! Clean bowls within a minute is always the best compliment we can get. 😊 It means a lot to know that you’re such a happy and satisfied customer, and that your dogs are too. If there’s ever anything we can help with, we’re always here for you. Best wishes Team ProDog

Sorry to read your dog didn't like the Exotics range. Our customer support team worked closely with you at the time, alongside our nutritionist, to fully investigate the concern. We carefully checked the batch details and, with no other complaints reported, we were unable to identify a wider issue. However, as a gesture of goodwill and in recognition of your loyalty to us, we arranged a refund for the tubs in question. We genuinely appreciate you being a long-standing customer, and we do hope your subsequent deliveries have been to your liking. If there is ever anything you’re unsure about in the future, please don’t hesitate to contact us; we’re always here to help and want to make things right as quickly and smoothly as possible. Please do get in touch with our customer support, and we can see which range would better suit you and your dog. We have both a nutritionist and a behaviourist at hand to offer help where needed. Best wishes Team ProDog

Hello Holly, We’re very sorry to read this and completely understand how frustrating this must have been. We hadn’t received an email from you. Maybe your email was to DHL customer services? as we were not aware there had been any issue with the delivery. Unfortunately, we were not notified that the parcel had not been successfully delivered by DHL either. Now that we are aware of the situation, we have arranged for a replacement to be sent out to you straight away. We are also following this up directly with DHL to investigate what has happened and why tracking information was not accessible. We sincerely apologise for the delay and the inconvenience caused. This is certainly not the level of service we aim to provide. If there’s anything further you need, please do contact us directly and we’ll be happy to help. Kind regards, Team ProDog

Hi Jaime, We’re sorry to read that you feel disappointed, and we’d like to clarify the timeline of your order for transparency. Your order was placed on Friday and was processed, ready for delivery. You received your DHL tracking notification on Friday once the order had been prepared and scheduled for dispatch. When you contacted us on Saturday requesting cancellation, the order was already too far into our dispatch process to be stopped.It left our premises on Sunday. The parcel was delivered to your address on Monday as advised, and was refused. It was then re-presented by the courier on Tuesday and again refused. As per our policy, once an order has entered the dispatch process and been completed within the advertised timeframe, we are unable to cancel it. We understand how important consistency is when managing allergies, and we always recommend allowing a little contingency time when ordering specialised food to avoid any gaps. In this instance, we fulfilled and dispatched your order as arranged and within our stated delivery window. Kind regards, The ProDog Team

Hi Jaime, We’re sorry to read that you feel disappointed, and we’d like to clarify the timeline of your order for transparency. Your order was placed on Friday and was processed, ready for delivery. You received your DHL tracking notification on Friday once the order had been prepared and scheduled for dispatch. When you contacted us on Saturday requesting cancellation, the order was already too far into our dispatch process to be stopped.It left our premises on Sunday. The parcel was delivered to your address on Monday as advised, and was refused. It was then re-presented by the courier on Tuesday and again refused. As per our policy, once an order has entered the dispatch process and been completed within the advertised timeframe, we are unable to cancel it. We understand how important consistency is when managing allergies, and we always recommend allowing a little contingency time when ordering specialised food to avoid any gaps. In this instance, we fulfilled and dispatched your order as arranged and within our stated delivery window. Kind regards, The ProDog Team

Thank you for your feedback. We’re sorry to hear that your dog has been unwell. If your dog is new to raw feeding, a slow and gradual transition is always recommended, as switching too quickly from another diet can sometimes cause temporary digestive upset. Every dog adjusts at a different pace. We can confirm that your food arrived within 24 hours of dispatch and remained within our frozen supply chain. However, if you have any concerns, please email support@prodograw.com With your order details, we can investigate this fully for you. As a DEFRA-registered manufacturer, we must adhere to strict government guidelines. This gives our customers peace of mind that their dog’s food has been sourced, processed, and packaged in a safe and hygienic environment. Microbiological testing (for Salmonella and Enterobacteriaceae) is carried out on a batch-by-batch basis by Microsearch Laboratories to ensure and maintain the quality and safety of our products. There is a restricted list of raw materials that we are permitted to use. Items such as feathers, pelts, hooves, and horns are not allowed in raw dog food due to potential pathogen risk (although they may be permitted in cooked pet foods). Legislation requires that all raw materials used by DEFRA-registered companies are gland-free, eliminating the risk of dogs developing endocrine disorders such as hyperthyroidism from raw thyroid tissue. There is also a zero-tolerance policy towards Salmonella. DEFRA-registered manufacturers must send samples to verified independent laboratories for testing, with results submitted to APHA. In addition, manufacturing facilities are subject to regular inspections. We take quality, safety, and transparency extremely seriously. Please do get in touch with our support team so we can assist you further. KInd regards Team ProDog

We’re really sorry to read your review and for the frustration this situation has caused. To clarify, the order was cancelled by DHL, not by us. As discussed in our emails, a replacement has already been arranged and is on its way to you. We apologise that you had to contact us first to find out what had happened. We were not initially made aware by DHL that the delivery had been cancelled. We completely understand how disappointing this experience has been, and we’re very sorry for the lack of communication caused by the courier issue. If there is anything further we can do while you’re waiting for the replacement, please do let us know. Kind regards, Team ProDog