ProDog Raw คำวิจารณ์

Hi Robert, Thank you for your review and for being a long-term, satisfied, and valued customer. We understand your concern about the condition of the food on arrival for this most recent order. Thank you also for your email to customer services, in reply, we trusted we had offered you support, advice, and resolution. Apologies if we fell short this time. We’ve reviewed your order and the courier tracking information, which confirms that delivery was made the day after the expected date. This still falls within our 48-hour delivery window as outlined in our Terms of Business. On completion of your order at checkout, we flag important points for you - they include, please do not refuse delivery if there is a problem, contact our team for help, and for frozen items, keep them and contact our team for advice. For you to then proceed to checkout, you need to tick that you have agreed to these terms and conditions. Our packaging is designed to maintain a safe frozen temperature for up to 48 hours, so the food would have been suitable for use or refreezing upon delivery, even if it appeared partially softened on the outside. Cold to the touch is still safe and suitable for refreezing. Because the order was refused at the door, we weren’t able to assess its condition or verify that it had thawed beyond this safe period. For that reason, we’re afraid we were unable to offer a refund or replacement on this occasion, as per our policy for refused deliveries. Despite this, we did offer a gesture of goodwill on this recent order. We completely understand your frustration. Delays are rare but can happen from time to time in the courier network. If you’d like, we can help arrange your next order for dispatch on a day that best suits you to ensure someone is available to receive it promptly. Please do get in contact again if you would like further help or to discuss the above. Best wishes Team ProDog

Hi Debbie, Thank you for your lovely review We’re so pleased to hear you’ve noticed the difference in quality and that it’s working so well for all four of your dogs. Better digestion and healthier poos are always a great sign! Thank you for choosing us and for sharing your experience — we really appreciate your support. Best wishes Team ProDog

Hi Sheila, Thank you for taking the time to leave such a balanced and honest review. We’re really pleased to hear you’re happy with both the food and our service. However, we’re very sorry for the delivery issues you experienced this month. Having a split delivery arrive late and only just frozen is understandably frustrating, especially when your order was scheduled for early in the month. Apologies on behalf of the courier company and the inconvenience caused, and we appreciate you flagging this with us. Your feedback has been passed on, so we can continue raising these issues with our delivery partners. Thank you for your understanding and continued support, and we wish you and your dogs a very Happy Christmas 🎄 Best wishes Team ProDog

Hi Rosemary, Thank you so much for your super review on Flexx - we're delighted it helps to keep your 9 year old happy, active and pain-free. Thank you for your ongoing support, we really appreciate you. Best wishes Team ProDog

Thank you for your five-star rating on our poultry-free bundle. Delighted you call it "Brilliant." and trust your dog is loving every bite. Best wishes Team ProDog

Thank you for your review. We’re glad you’re happy with the quality of the products, and we appreciate your understanding regarding the short delivery issue. We’re pleased we could resolve it quickly and get everything sorted for you. Best wishes Team ProDog

Thank you for your great review. We’re delighted to hear you’re happy with the quality of the food and the quick delivery. It’s also lovely to know that when there was an issue, our team was able to resolve it immediately over the phone. Thanks again for your support, we really appreciate it. Best wishes Team ProDog

Hello Michele, Thank you for taking the time to leave your feedback, and we’re really pleased to hear that you’re happy with the quality of the food as always. We've looked back through our conversations and can see that you spoke with two members of our support team, who were able to resolve the issue for you. I’m sorry for the frustration caused by the missing confirmation email and the automated messages you received despite payment having been taken, we appreciate you flagging this with us. We’re also sorry it was difficult to get through by phone initially. During our working hours we do our best to answer calls as quickly as possible, but if you’re ever unable to get through, please do leave a voicemail or email us at support@prodograw.com, and a member of the team will get back to you as soon as possible. Unfortunately, delivery time windows are provided by DHL and are outside of our direct control, but we completely understand how inconvenient this is, especially when receiving frozen goods, and we’re sorry for the disruption caused. We have flagged your delivery problem with them on your behalf. Thank you again for your understanding and for your continued support. We’re really glad your dogs love the food. Best wishes Team ProDog

Thank you for such a lovely review. We’re so pleased to hear our Customer Services team has been quick to respond and able to help with your requests. It’s also great to know your dogs love the food and that it’s helping with firmer stools and supporting their **** gland health. Thank you for trusting us with your dogs’ nutrition. Best wishes Team ProDog

Great news, you've found a food your four-legged friend loves and even washes up afterwards. If your dog ever backs off food in the future, we have Caroline Soencer, our in-house behaviourist, who is happy to support and ensure that feeding times always run smoothly. Thank you for 5 stars. Your support is greatly appreciated. Our email is support@prodograw.com if you need to get in touch. Best wishes Team ProDog