Natural Instinct Pet Store in Camberley

Reviews

1. Ed Gillett ★★☆☆☆

   Great product, let down by terrible delivery & anti-customer company policies. Recently had an order arrive defrosted & leaking after DPD left it on their van overnight (not the first time this has happened). Customer service staff tried their best to help, but company policies meant they couldn't help dispose of the spoiled food, or get replacements delivered in a timely fashion, so I had to cancel the whole order. The food itself is great, but if Natural Instinct can't guarantee unspoiled delivery, or resolve issues properly, then they should rethink selling direct to customers. EDIT: I can't reply to Natural Instinct's response below, so here's some additional detail in case it's useful. I put in an order last Wednesday, which arrived defrosted and leaking at 9am on Friday, having clearly been dispatched on the Thursday and left on a DPD van overnight. I called Natural Instinct immediately, and was told that if I emailed with photos of the melted food I'd get a replacement delivered the next day. I emailed just before 10am, then got a reply at 3pm saying I'd missed your 1pm delivery cutoff - I was told the delay in picking up my email was because your customer service team was short-staffed. Your next available delivery was Monday, by which point I'd have run out of food anyway, so I had no option but to cancel the entire order and buy food from elsewhere. You refused to help me dispose of the 5 kilos of unusable food I'd been sent, and no alternative approaches to resolving the issue were offered (I refuse to believe that a company of your size couldn't have booked a same-day courier if you'd really wanted to). Everyone I spoke to was lovely, but the whole experience was insanely frustrating: DPD's original mistake was compounded by Natural Instinct not staffing their customer service team properly, and putting policies in place that made it impossible to resolve the problem. I'm now having to waste yet more time correcting the inaccurate and patronising suggestion in your reply on here that I haven't already spoken to your customer service team. If you can't manage direct sales any better than this, don't offer them. I will be buying from elsewhere in future, and continuing to recommend that other people do the same.

   almost 11 months ago
2. Miriam Smith ★☆☆☆☆

   The customer service I received today was absolutely unacceptable. The representative I spoke with was not only rude but also completely incapable of explaining why a “next day delivery” has taken an entire week. To make matters worse, she refused to escalate my complaint to a manager when asked. This level of incompetence and disregard for customers is shocking and a clear reflection of how poorly this company is run. After this experience, I will not only stop recommending your services but will actively warn others about the appalling service you provide.

   1 year ago
3. Mollie Kenyon ★★★★★

   Great product, delivered promptly and well packed. Our 15week old loves all the raw puppy range and he’s been enjoying the natural treats too.

   1 year ago

1. Ana Gomes ★★★★★

   I've deleted my previous review as the containers are now different. I received a box with 10 x 1kg units, and none were broken. There was no debris inside, and I'm very pleased to see the polystyrene has been removed. The delivery box also felt much more resistant. It's wonderful to see my dog so excited for his food again. Great improvements!

   1 year ago
2. Lezles ★☆☆☆☆

   I’ve been using Natural Instinct for my dog for years as he’s a very fussy eater but loves Natural Instinct. But looking at the reviews we are all having exactly the same issues. Food great packaging terrible & not fit for purpose. I did contact customer services who seemed hell bent on blaming DPD but as I tried to explain to them I deal with distribution & the brittle boxes the meat is in, wrapped in, polystyrene that is only meant to keep it cold & a one skin cardboard box is not adequate to stop it from being damaged in transit. Once it starts to thaw the blood ends up draining from the food leaving it dry & I’m having to add water & remove bits of broken packaging. While they offered to refund they didn’t appear to want to confront the issue of their packaging. & if they don’t I’ll need to look for alternatives which is a shame.

   almost 2 years ago
3. Darren Curry ★★★★★

   We have struggled with a fussy dog, refusing to eat and even running away from food, even when a very minimal amount has been offered for days on end. Not any more! He gets very excited now for meal times, sits by the fridge waiting and pacing and happily eats the lot every time. With other raw foods, he would eat it but not really enjoy it. This stuff he seems to love. We have had weeks of consistent, normal behaviour towards food, very pleased!

   almost 3 years ago

1. J C ★☆☆☆☆

   My ragdoll is on a raw diet and I always bulk buy from this company and always happy with the food. It has been hit and miss to whether the cat food is in stock but just lately its always out of stock. This is a great shame as I have had to go over to another well known raw food brand.

   almost 4 years ago
2. Aaron Freeman ★★★★★

   Since picking him up from the breeder, we have had our pup on Natural Raw Puppy Food. He can't get enough of it and is so excited for every meal during the day. He also now has a taste for the Ambient Fish Skin Cubes. His coat is smooth and healthy which I assume is a benefit of such a natural diet. I would highly recommend it!

   almost 4 years ago
3. Robin Stacpoole ★★★★★

   I'd give it a 1*, the dog food looks DIGUSTING, but the dog absolutely loves it and his coat is so much better for it. So 5* it is

   almost 4 years ago

1. Charlotte Lane ★★★★★

   Can't speak high enough of this company. I have just received my 2nd delivery and both deliveries were well communicated and well packed for cold transit. Customer services are fantastic should you have any questions. I received helpful advice on feeding my puppy the correct amounts with an online calculator so you can closely monitor your puppies meals as they grow. Lovely quality product and a very happy and healthy pup!

   almost 5 years ago

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