Natural Instinct Opiniones 1132

Failed delivery. The customer service team member (who was only doing her job) told me the delivery is a 48 hour window for delivery from dispatch. This is not evident on their website in the T&Cs or on the shipping page. It clearly states next day delivery if you order before a certain time. My order was dispatched on time but will be held at the couriers for an extra day, in the boiling heat. So I asked what to do if it arrived defrosted. I was told to take photos and send them in for refund or replacement. I then asked what I was to do with the spoiled food. Astonishingly, I was told to put it in a bag and then in my waste bin. Who wants rotting meat in their bin for a potential 3 weeks depending on the collection cycle? I was informed that if I don't accept the delivery there will be no possibility of a refund. They have plainly not made it clear that delivery could be up to 48 hours from dispatch, so why no refund I wonder? Dreadful customer communication, one can hardly call it service. I discovered the next day that my box of raw food would be at the DHL depot a further three days! This time I spoke to the customer services manager, Jamie, who cancelled and recalled the order for me immediately. I feel for the customer services team, they don't control the logistics, but the junior members could do with some better training and information to make their job easier. My last delivery was full of broken containers as it was so loosely packed, and probably chucked around by the new couriers (DHL) they have switched to. I was picking bits of plastic out of the food as it defrosted and because the containers were cracked there was a great deal of bloody fluid leaking from them as they thawed. Natural Instinct need to provide a better service all round. Poor to appalling in several departments. If my order had been recalled on the first day I called the team, I would not have written this review but would have been happy with the service. Natural Instinct need to sharpen up their processes.

Been purchasing food from Natural Instinct for a few years but over the past few months they have changed delivery suppliers and use AI bots for support. Since then I've had numerous failed deliveries and terrible support and no updates. I was thinking of trying a different company for a while now that decision is easy.

Very disappointed with the service! Twice now my order has not been delivered properly. The first order was delayed for almost a week and eventually had to be cancelled.

Last order I placed before 1pm on Thursday, and by Saturday it still had not arrived. On Friday I was assured over the phone that the order would definitely be delivered that day, but it never came.

Poor communication, unreliable delivery, and extremely frustrating when ordering pet food that is time-sensitive!

Customer Service (Drew) went above and beyond to arrange a shipment of raw kitten food to my home in Guernsey 🇬🇬 and get it to my door still frozen 🧊

Amazing 🤩 Thank you 🙏 Purrfect! 😻

Good Quality Raw food at a reasonable price.
Well packaged and a decent choice of varieties.
Best value is to order 10kg for free postage.

Changed delivery company to DHL ( drop it hide it lose it) and order not received next day in fact not delivered until 7pm the day after that. It had been kept in a standard van no cold storage all day when the temp was 23d and the top layer of food had started to defrost. I will not be ordering from them again while they use this company.

I have used Natural Instinct for 9 years since the breeder recommended it. Have always bought from factory shop. Recently the feeezer space allocated to Natural Instinct has reduced from 3 freezers to 1 so that other products can be stocked. The Natural Instinct freezer has been almost empty on 2 occasions now so that I have had to drive to another store to buy NI food. The mystifying thing is that the factory shop staff don't see this is a problem. I'm moving to another brand with more reliable supply - which is a shame because it's a good product.

Very poor customer service. This is the third or fourth time I have ordered and haven’t received my order. No communication from the company regarding the delay and no response to emails sent. Have now been told by courier there has been a further delay making it a week waiting for delivery.
Update: the food was never delivered and I have not heard from natural instinct since they “said they will look into it”.

Have used the brand for a number of years but in the last 12 months it has deteriorated in terms of product and customer service. Often we now receive under 1kg per box which although often negligible is an issue when you are dividing the food between pets. The packaging has recently changed whereby it is not uncommon to find broken plastic within the food from the flimsy containers. Most recently they appear to have changed their fulfilment operation and twice within the last three orders my order has not arrived with no notification that it won't and no human contact to explain why. The company used to operate a human chat function and were quick to respond to queries however it is now front by an AI function which leaves you no clearer as to what is going on. The only factor that keeps me using the brand is that they offer free next day delivery on orders of a volume that I am happy ordering.

We have been loyal customers for over 2.5 years, spending considerable amounts due to being breeders. We have an introduced new customers to Natural Instincts however their customer service and processes are broken and dysfunctional. They are unable to apply any logic to make the service more streamlined for breeders. We will be moving to pro dog raw and recommend you do also. We raised a complaint on 30/03 and still await a response

Canine Prime - this product does what they say. I was recommended it by my friend/dog trainer. I had seen a big improvement in her elderly dog and asked her about it. All due to Canine Prime. I ordered some.

I started with a little bit and my collie was hesitant about it, however after a few days of gradually increasing the amount she now us very happy with it.
Her coat, energy, and bright eyes say it all. She is a picture of health.

The company have also been very good to deal with. I can highly recommend this product and company.

Great food.

We have been using Natural Instict for over 10 years, we used to live locally and collect but now have it delivered.

We stopped using this service due to poor service and unreliable deliveries. This is only the second order since we gave them another chance, and only one order has been delivered as expected.

Instead of sending weekly marketing emails, the company should focus on delivering orders as promised. If this order isn’t delivered tomorrow, cancel it — we will not return.

26th MARCH
You say you will phone, you haven’t bothered sums up your customer service. ‼️
Gone elsewhere ‼️

‼️Beware this company has 0 customer service‼️

Recently ordered my dog some food to arrive on Saturday. Paid £12.50 for the delivery. Didn't arrive. When querying it, they tried to say I'd missed the 1pm cut off. Nice try Natural Instinct, I provided the confirmation email which showed the order had been placed at 12pm so actually the error was theirs.
I promptly receive a refund for the postage but absolutely zero apology or acceptance they'd made a mistake. I had to travel half an hour to the nearest stockist to pick the puppy the emergency food up as we'd ran out, hence the Saturday delivery.
Today, still not arrived. Emailed and advised heard nothing from DPD indicating it was being delivered. I have just received an email indicating only just being dispatched today.
Yet again, still no apology and the food is now three days late at this point.
Because of this appalling service. This is the last time I am purchasing from this place.
If you make a mistake surely you should be apologising as well as ensuring the problem is resolved..not only have you not apologised to then still not deliver on the Monday. Shocking. My dog was depending on this food and I have had to go out of my way to travel to get some.
Never again! Awful!!

Haven’t received our order yet which I ordered on Thursday, was supposed to be next day delivery. Spoke to costumer service who did refund me £10 however weren’t very sympathetic and informed me they were having issues with the distributor. Our order wouldn’t be delivered until Monday.
This is the second time this has happened.

Always prompt delivery of correct orders. Very efficient!

No idea what is going on with Natural Instinct, I’m a repeat customer, ordered nearly a week ago, constantly getting Ai emails in response as they have a warehouse issue. No offer of a discount or refund - shame as the food is good but they are obviously going doing the less human contact route.

Says next day delivery but doesnt appear, checking in - its not even dispatched 2 days after ordering. Doesnt reply to emails. When phoned the CS are lovely however. If they dont sort themselves out they will be losing a retailer...

Unfortunately since you have changed your packaging from polystyrene to just cardboard the dog food has sometimes arrived thawed out. Albeit I don't mind a couple thawing as I can use them. But to have quite a few thawed out is not ideal.