Отзывы о ProDog Raw

Hi, it's not unusual for a dog to turn their nose up at new food. Take a look at this article and see if it helps... https://www.prodograw.com/help-my-dogs-gone-off-raw-dog-food/

We are sorry to read this review here as we believed we dealt with your query (out of hours) as best as we were able to. Your order was dispatched and delivered within 24 hours. Please note our terms of businesses that you agreed to upon making your order. We have highlighted the relevant ones here for ease of reference: 9.5. Whilst every effort will be made by The Company and its agents to deliver an order within the time frame shown on The Website, The Company does not ‘guarantee’ a next day delivery service. There may occasionally be circumstances beyond the control of The Company when the delivery of orders is delayed. Should any potential late delivery occur, The Company will do their utmost to notify the User of such delay. 9.6. Users must not order for next day delivery if they are not able to accommodate a delay to 48 hours. In addition, there are certain remote areas within the UK where, due the local logistics, our third-party couriers can only offer a minimum 48-hour service. Users residing in those remote areas of the UK must make allowance for such logistical realities. 9.7 All raw food leaves our blast freezers at a temperature of minus 25 deg C and our thermal delivery packaging is designed to maintain deliverable temperature for up to 72 hours. Therefore, any unforeseen delivery delay to 48 hours (or 72 hours in remote locations) will not affect the quality of products within intact packaging. The Company will therefore not replace or refund orders that have been rejected by the user purely as a result of delivery delays when that delivery would have been achieved within the extended time frame covered by the packaging design. 10.6. In the event of obvious damage observed on delivery to product(s) and/or packaging, this must initially be pointed-out to the delivery courier and a note added to the delivery paperwork. Claims for replacement of spoiled, damaged, missing or unsatisfactory goods and any other problems must be notified to The Company within 12 hours of delivery by following the procedure provided on The Website. The User may be requested to provide additional information including, but not limited to, photographic evidence in order to verify any claim regarding damaged, spoiled or unsatisfactory goods. Such photographic evidence must show the product(s) whilst still packed inside the outer carton.” To clarify, your order arrived 2 hrs after the approximate delivery slot. 16 mins post delivery you messaged us to advise some of the food was thawed. Due to the packaging standard we supply our food in, and as your order was received within 24 hrs, we immediately responded and asked for photographic evidence. As per 10.6 of our terms and conditions, if an order arrives defrosted or damaged, we require photographic evidence for a number of reasons. You responded to this requested by stating to our CS team we were accusing you of lying. This is simply not the case. It’s not that we doubt your word but we have insurance and couriers to consider therefore we have to make sure that we follow procedure, especially when an order has arrived on time and in undamaged packaging. You did not provide a photograph until a further 12 hours had passed, at which point there was little that we could do. Notwithstanding the above, we still offered to refund you the cost of the tub of food you said had thawed. You refused this resolution and said you would take your business elsewhere. We pride ourselves on the level of customer service that we provide, and, as you can see from the thousands of positive reviews and are always happy to go the extra mile for our customers. In this instance however, we are sorry that matters could not be amicably resolved and we wish you every success with your onward raw journey. Kind Regards Team ProDog