Purrform Opiniones 

Awful customer service!!
I ordered the same food I order every month and the wrong flavour was sent! Contacted customer service who weren’t sorry at all, they made me feel like I was trying to scam them.
Finally got the correct food after having to wait 2 extra days! To then be told as a stockist I wasn’t selling enough and therefore wouldn’t be supplied at the trade prices, resulting in me losing out on customers and income.
Very poor communication skills.

Portion sizes work out very expensive, which is a shame as I would probably order more often. My cats and kittens like it, but as with anything, they go through phases of devouring it, then not touching it.

Never had an issue with a delivery (unlike others I could mention - Theyloveit! - don't touch them with a barge pole!)

Would be good if it came in 1kg sizes at a reasonable price.

What an awful experience I had! I have been using purrform for over a year now, I had a issues before twice with delivery, basically DPD driver that they use, dont read the instructions you are giving them and they have left parcel worth nearly £70 outside the flats, on the sun! so I have complained before to DPD and they have assured me it won't happened again, but it did twice, but this time yesterday I was at home and driver didn't even buzz my number, or knock the doors absolutely nothing! he has left food outside the building again! where I have instructed to ALWAYS live it inside the building when I'm not in, there is always someone in the other flats to open doors, or I always unlock doors for him knowing when is delivery day, so they can live parcel inside! I have contacted purrform this time as DPD again as it was happening too often, so DPD apologised and said I should claim money back from the seller which is purrform as this is unacceptable ( even lady from DPD was annoyed with me over this situation ) so ' customer service' if you can call that in purrform is a JOKE! its not existing, there is one person woman called Sophie (apparantly) sits there and doing nothing about your complain, she said to me that she is sorry about that but there is nothing she can do, she didn't offer partial refund, or replacement, or even sending few extra boxes asap that was defrosted, instead she dismissed me, ignored me, and literally didn't take case seriously, when I asked her to talk to manager or director she started stammering and saying that there is no one in the office, she is the only one and basically nobody can help me with anything, so i asked when i can call to talk to someone else, once again stammer-and saying that she cant respond on my question and also she mentioned that company isnt what i think it is! which means to me, they might do that back handed somewhere, with all doggy meat or horrible quality ( my cat started turning nose recently off that food as well ) basically i was left without help, any solution, person who claims she is the only one in the customer service and its nothing she can do about it. She also said that is absolutely safe feed your animal defrosted and refrozen, and defrosted food again! when i asked for writing information about it with her signature that she takes full responsibility if my cat get poorly and she will pay for vet visit she of course said she can not do that! I'm so disgusted with the way how she even approached the situation, clearly have no idea about customer service, it looks like doggy company!! DO NOT USE PURRFORM FOR YOUR CAT! awful company ( if you can even call them that, and that rather crap 'customer service' ) never again would i use them and would spread the word around as well to AVOID !!!!

RESPOND 15/09/23

Woman on the phone said she is only one in customer service. There is no director, or manager, only few people on pruduction site( doggy seller )
There was no offer given, she said ‘ oh sorry about that you can feed your cat aril’
Slightly defrosted ?? Hahaha! It was completely soft and defrosted like a spongy cake, vidoes attached on google people go have a look!
That is one person company, who have no idea about customer service, they don’t take responsibility for their goods been lost, or defrosted they just don’t care, all they care is your money! Which just showing you what type of people or rather person “ Sophie “ is! I have already told my two friends that was using them so they have stopped now, we will be using Bella and duke and Luna and me, genuine company’s that care for their customers with class and responsibilities like decent human being should do :)

Shocking company DO NOT USE .terrible customer service parcel went to wrong address ignored and lost £100

Oh dear.... this is a shame......I have 4 maine coon cats and I have used 'Purrform' for 5 years and they have been great. My cats adore this food and Iv ordered this food ever since we got them at 3 months old and my order has always been there on time. Now, Iv no idea what is happening to them, I totally get it they have increased their prices but its so expensive now but I have to order as my cats love it but, iv had no choice but to order less.

Now tho, I have tried last week and yesterday to put my order in but it will not let me choose a date for delivery... I have tried ringing but can not get through, I have emailed a few times but they don't respond.... I have no idea what is happening to this once great company.... they are now very sadly over pricing themselves plus the very high cost of delivery too and blaming the war in ukrainian when i thought the food came from animals here!! and they used to be great with their customer service.... I just wish they would give their loyal customers an update as to what is happening it is awful to be left high and dry with no communication and I have no idea as to where to go for food for my lovely coonies as they are only used to 'raw' sadly, I have tried and tried to ring them and emailed them again today but, no response I have no idea why they wont let me put a delivery date in for delivery It is so upsetting being left like this, very sad indeed their customer service does not exist the way it used to and looking after their customers after years of being with them .... with the very high increases, lack of communication and not caring for their loyal customers....and I may now have to search for another supplier for the quality of the food 'purrform' produces but now I cant order anything..... I am so, so upset and very angry indeed

I've been using Purrform for a couple of years now and as a product I can't complain, but this really is the world's worst website! There are so many bugs. It doesn't work for mobile (iOS) so gave up trying and used Chrome on my Mac. Whoever is the web design company for this needs sacking as they can't have QA'd it at all. Give me 30 mins and I would write a list of bugs a mile long. Ordering is SO STRESSFUL!

As a new customer, so far I’m impressed with the trial, switching over from katkin, my cat immediately carried away the food from purrform in the mixed bowl with his old food I had given him as a first try. He spent longer eating the second bowl of just purrform food the next day, circling the bowl and actually finished it! Food arrived on time and totally solid frozen with very good packaging (although what do I do with these ice packs that are not recyclable?) Pouches are great size to fit in a small freezer. My only concern is me adapting to raw food around my house, having to be more on top of hygiene and making sure my cat doesn’t leave food in the bowl too long (I have put an ice pack under the bowl to keep it fresher longer). The food certainly looks very high quality with no smell. Would be great if the website gave clearer information on your orders though, as once you order it says ‘completed’ before being sent, and you cannot look back on the delivery date you selected, customer service responding quickly when i requested this though. Overall seems great.

What a cruel company! Proudly telling customers that 1 day old chicks are gassed and frozen!

I had to find another food after my cat stopped eating KatKin. I tried so many but he just wouldn’t eat any of them. Out of desperation I tried raw food and he took to it immediately, but I wasn’t comfortable with the large tubs being in the fridge for three days. I decided to try Purrform because of the sachets and he loves it.
Clean bowl every time, barely any smell and a very lively cat. Great food.

I would give ZERO stars if there was this option at all! Spoiled food delivered, complaint made, proof attached and... total IGNORANCE! They treat you like a dumb one and shows you a middle finger as soon as they fail on their order. Be aware: MONEY WASTE, DO NOT ORDER!

I found Purrform after our local shop closed selling Raw pet food. They have a variety of food packaged perfectly for my cats needs, and the delivery from Purrform was excellent. I am so happy I found them online and I will definitely order from them again.

UPDATE (July’24): I am changing my review from 2 to 5 stars. Since the company switched from their previous awful delivery service to a more reliable courier (well done on that!), I have ordered three times. All three deliveries were on time, without any issues, and the food was properly frozen. Now, my cat can enjoy his favorite meals, and I have peace of mind.
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My cat really likes food but unfortunately delivery and customer service is very poor. On two occasions my order was delayed and delivered defrosted or partly defrosted. There is no communication whatsoever, so I was waiting for the delivery as stipulated in my order but nothing happened. After complaining I was informed that delivery can take 48h but in fact it took more than that and led to meat thawing. My cat was throwing up after eating pouches that were defrosted and frozen again so had to dispose half of my order twice. For me it's time to change cat food supplier and I suggest Purrform seriously re-think your customer service approach and perhaps change courier as this is atrocious. Bye and good luck.

I've placed 2 orders with Purrform so far and have been very pleased with the service and products I have received. The ordering process is simple, dispatch and delivery always prompt and as promised. Products are of good quality and customer service replies have been prompt and helpful every time I have reached out.

Would happily give no stars as they don't care when they let you down. My frozen order was due on Friday. It was delayed and I was promised it would arrive on Saturday morning as a priority. It didn't arrive. Then the courier tried to deliver it on Monday even though it was 96 hours out of the freezer and defrosted. I told them not to deliver it. Purrform then dispatched another batch and I was told that would arrive today (Tuesday). It's now 6.30 pm and no food. Time to change brands I think, not that Purrform will care one iota.

No communication at all!!

I have tried all contact options on website, Google searched for phone number and emailed directly, delivery now due a day later, what do I do if it’s defrosted my cats can’t eat 30 tubs and I can’t re-freeze raw meat, sorry for this method but you are not available on any of your contact options?

They sent me the wrong parcel and asked to keep it in my freezer till the next day for the courier to collect (and there was A LOT of food pouches in there). Caused me a lot of hassle unpacking and packing it again. I shouldn't have agreed, unfortunately I did, but they shouldn't have put their customer in a situation like this in the first place. They didn't even apologise or thank me after. I don't know what they did with the food later on, hopefully they didn't forward it to another customer, because the insulation layer in the parcel was completely liquid instead of frozen by the time the courier collected it. The product I ordered seems ok, although my not very fussy cat doesn't want to eat it if I don't mask the smell with some dry food. Won't order from them again.

EDIT after Purrform's response: Dear Purrform, it wasn't the wrong flavour, it was just the parcel I didn't order. I could have kept it but I wanted to be fair and did let you know that you sent it to the wrong address. But asking your customer to use their own refrigerator to store it and then not even thanking them for helping you, isn't the best way to deal with the issue. And your cats may be happy with the returns, I'm happy for them, I just hope you don't forward the returned items to the unaware customers, because the parcel I returned to you WASN'T correctly packed and insulated - I simply didn't have a way of doing it correctly.

I have used Purrform for approx. 18 months, me and my Bengal have always loved the brand. My Bengal was obsessed with Rabbit.

However, after receiving an email explaining their prices were increasing up to 8% because of the war, I've decided to stop ordering and use Luna and Me.

Purrform is already expensive but the percentage of the increase is incredibly high. According to their website, Purrform is produced in the UK so I don't understand the impact of what the war has on them for the cost increase? Unless it's not produced in the UK which therefore the website is very misleading.

Their delivery charges are extortionate!! Luna and Me next day delivery is £5.95. And their overall service was delightful!

It's a real shame because I love the brand. But with a cost of living crisis, I simply can not afford your ridiculous price hijack! Unless your prices decrease (which they most likely won't) I won't be coming back.

My cat was fed on purrform by the breeder, so I carried on for over a year. It was frustrating at times to have to get minimum amounts of certain flavours in order to provide a variety, though that aspect has since been corrected. Also, the packaging is not recyclable, which meant a trip to the tip every time we bought more cat food, as well as keeping an entire freezer drawer free for cat food at all times. However, these were things my husband and I were willing to put up with to ensure the health of our cat.

However, in our penultimate order, my cat immediately became sick after eating a particular flavour. I thought nothing of it the first couple times it happened, thinking he was a little unwell, but I thought to change tubs of food, and he was fine. The same thing happened a few days later, when I tried to feed him a second tub of the same flavour from the same batch, and it become clear the issue was with this batch. Looking back at it all, and reading up on it, I think this batch was somehow contaminated.

I contacted customer services, who gave me one free tub of food to replace the two wasted tubs, and suggested perhaps that flavour was too rich for him, despite the fact that it has always been his favourite flavour and we have had no issues up until receiving that last batch.

The dismissive response from the company show me that company clearly doesn't care that they are potentially poisoning beloved pets, and I feel that whatever health benefits he may get from a raw diet are negated by the risks. I have since switched him to other food and would never risk using Purrform again.

Both my Bengals are obsessed with this food and far more than any other raw food brand (tried 4 in total), which I originally was very happy about. But they sometimes overeat this food to the point of being sick which they don't do with any other brands even ones they really love to eat.

We thought perhaps it was just THAT tasty, but we've moved them on and off this food for one month periods and can now confirm that their behaviour changes when on purrform quite distinctly. Our younger cat becomes more erratic, vocal and generally irritable and distressed.

A theory I have is that there could be added sugar in stock or other ingredients labelled in categories. I'm sure it's not a pet wide issue but wanted to put this up so that other customers will bare it in mind if there are any noticeable behaviour changes.

We also spend 1.5-3x the amount on Purrform vs other raw brands (Natural Instinct, Poppy's Picnic, Bella and Duke). It's very expensive! The subscription model is a bit of a pain to navigate if you just want to get one off purchases, the site aims to make the subscription model easier to sign up to.

Extremely happy with the quality of the food. Customer service was always very helpful and replied questions quick. The price of delivery is a bit high, but that's understandable with frozen goods.