Thank you for sharing your feedback. I’m genuinely sorry to hear that your first experience with us left you feeling so disappointed.
We take all concerns seriously, especially when it involves the wellbeing of your dog. I do want to take a moment to clarify a few points regarding our processes and intentions.
Due to the nature of our product, raw, perishable meat our Terms and Conditions are designed to help us investigate and resolve any delivery issues fairly and consistently. These policies are in place not to shift accountability but to ensure that we can assess the condition of any product in question and uphold our high standards. We ask customers to provide photos or a short video of the tubs in question as part of our standard claims process, which is clearly outlined on our website.
We understand that this may not feel intuitive during an already frustrating experience, especially over a bank holiday. However, as a business dealing with perishable items, the requirement for evidence is essential. Without it, we are unable to carry out the investigation required to process replacements or refunds.
I can assure you that our priority has always been the health and safety of dogs and the satisfaction of their owners. While this situation hasn’t gone as either of us would have hoped, we absolutely do not take your experience lightly and I regret that this has been your perception of us.
Should you ever wish to reopen the conversation or give us the opportunity to change your view, we’d be more than willing to speak with you directly.
Wishing you and your dog all the very best.
Team ProDog
