Darwin's Natural Pet ProductsReviews of darwinspet.com

Horrible experience!! I was out traveling and couldn't receive shipments, I called and was told they can't cancel even though it's not shipped out or packed yet, just because they can process and ship in a very short time. The customer service showed no sympathy at all, basically she just told me it's my problem and they are not going to do anything. I then asked to cancel all my subscriptions, and I was told they cancelled but the next month I'm still charged!!

I've followed the directions for introducing Darwins to my dog to the letter. She will not touch it. The only bites she initially tried, she threw up within 30 seconds. I tried to cancel shipping only to find out each shipment needed to be individually canceled. Extremely displeased and out of $$$.

BEYOND Disappointed in this company. I got an order in June and it didn’t go well and now my cat has passed. I thought I had canceled. It is Now January I have received a charge of of close to $150! I called immediately and there is NOTHING they can do. There is NO warning they will be charging you. I searched through all emails, junk the whole works to see if I was wrong after I was told they did last week. I HAVE NOTHING. Thank you sooooo much for all of your help in this already struggling time and now will have useless cat food to boot 👍👍👍 I do not recommend this company and their communication.

I recently received another order from Darwin's and many of the packets of the food came either with tears, punctures, or freezer burn. This is 4th time this has happened. It is extremely frustrating and worrisome to me that the food always arrives damaged. Even worse the damaged food has cause my dogs to have an upset stomachs more than once already. This time one of my pups ended up having to go to the vet due to extreme diarrhea and vomiting where the vet diagnosed him with salmonella - which he associates with raw food. The vet bills alone caused by the damaged food cost me more than the food itself. So I reached out to Darwin's customer service and spoke with Scott Cleghorn who was no help. The first time I reached out he did not refund me for the damaged food and promised only to give me a discount on the next order. I accepted but on the next order the order was sent out on the wrong date and the discount that he promised was not applied. I reached out asking why the discount was not applied. He merely said he missed it. And worst of all, I received many more packets of damaged food again. At this point I did not want to order anymore Darwins, so I did not want to received credit. I reached out again, this time for a refund for the amount of the discount promised previously and for the damaged food from this order and to share my frustrations. I even shared photographic evidence in each of these cases of the damaged food. Again Scott was no help. I am very annoyed that customer service did not honor your promise of satisfaction nor assist me with a reasonable refund even though I consistently received damaged food order after order, which worst of all made my dogs ill.

The foods are good quality, but I am not satisfied with the customer service. Can not even cancel orders, without talking with someone? My order is sitting in my Cart for days and NOTHING happened and Thanksgiving is in the corner and my cats left without a raw meal! I have to look for another supplier unless Darwin makes it up to me and to my cats. Not a happy customer. :(((( UPDATE/REPLY: I have contacted you through your websites and via email directly a few times. Still NOTHING!!!!!

Darwin's agrees that they owe me $415.99, but they haven't refunded it in five and a half weeks and they haven't responded to my last two emails, one of which was in mid-August and one of which was in mid-September. It all started after I learned I could order a limited number of packages of raw meat cat food at a fifty percent discount, one time, for a second pet (meaning I would now be buying food for two pets, on subscription, instead of just buying for my original one.) I followed their instructions. They told me I had to place the order online as a subscription order, and to call them after I had placed the order. Then they would go into my account to manually adjust the price to reflect the discount. I called three times after I had placed the subscription order, because after each call, the discount was not showing up. Finally, I was told by a supervisor that, the day before shipment, she would manually apply the discount to the part of my order that was for the second pet, and that she would e-mail me to let me know the details. She said I would not see the discount reflected in my account until then. The day before shipment, however, she had neither given me the discount nor emailed me as she had said she would, so I changed the ship date to postpone shipment, in order to give me and her time to iron this out. I emailed her, and told her exactly what I was ordering and exactly what the order total was going to be, reiterating our agreement, and asked for her verification of that. She agreed but then did not follow through. She charged something totally different for my order than what had been agreed upon as the correct charge. (I was not given the discount.) On top of this, she placed an unauthorized order, that I did not order, manually adding this new order to my online account, charging my card for it, and shipping it out, as if I had placed it. It turns out that instead of applying the discount to the "second pet" order that I had placed, she ignored that order and manually placed her own "second pet" order for me, in my account. So I was now getting two of them instead of one. This is not according to how I had been told things should work, nor what I had been instructed to expect. A string of email correspondence bears this out. I called Darwin's about these things, and I was told to donate the order that I had not ordered. However, right off the truck all of the orders arrived having thawed meat and leaking blood. Each of the Darwin's shipments sent to me that week arrived off the truck in the condition of containing thawed meat, opened pouches, and leaking blood. I called Darwin's immediately after opening each box. Darwin's told me to not donate any of the cat food after all, and to throw all the "orders" of it away. ( I think I made a separate phone call for each box that arrived and each time was told to throw the meat away.) Darwin's wanted to send replacement cat food, at least for what I had originally ordered, but I declined due to fear that it would arrive thawed and leaking as before. Disposing of that much raw spoiled meat is stressful, stinky, & inconvenient. I wanted a supervisor to call me and tell me how this had happened and assure me of what measures would be utilized to help ensure the safety of future shipments. Not until I had this assurance would I allow any more raw cat food to come. Darwin's promised to refund each order, meaning refunding all my money back, albeit piecemeal (each box was dealt with separately), and I was promised a phone call from a supervisor to reassure me as to when I could safely buy more product. No phone call ever came. No refund ever came. It has been over five and a half weeks now, and I have not seen one red letter cent of my money. My last two emails have received no response. That is $415.00 of my money that Darwin's is sitting on. My formerly anorexic cat will not eat anything that is not raw meat cat food. (Darwin's cat food cured him of his anorexia.) I have had to scramble to find a replacement food for him, yet cannot afford it because Darwin's has my money. I wish that Darwin's had communicated with me accurately, clearly, and thoughtfully, had listened to me, had taken care to ship their meat with the dry ice, and had trained their personnel better. Thawed raw meat shipped in a hot Florida summer is unacceptable fare. This, so far, has been my experience as a new Darwin's customer, although there are other customers that have had only good experiences. I hope that COVID hasn't been the culprit in causing Darwin's difficulty in serving their customers. I hope they respond with my refund soon. I am not unforgiving but I need an explanation and I need my money back. UPDATE: Darwin's refunded my money in full within a few days after I posted this review. It is possible that COVID had something to do with what initially went wrong with my order.

This was my first time ordering from Darwin’s. I was super excited but when I received my package every pack in the box was bloody and opened. So bad that the outside of the shipping box was wrapped in layers of plastic. The free tote that came with my order was drenched in blood. The quality of the meat was not good at all. The meat was already thawed out…it was just a nightmare all around. Extremely disappointing. Never again.

With great anticipation, I received my first order last week. I unpacked it immediately upon arrival. It arrived in a cooler, a thawed and bloody mess. I immediately transferred it to bags and placed it in the refrigerator after leaving a bloody trail across the floor. By the next morning, my refrigerator smelled of rotten meat. Every bit of it needed to be thrown away. I called customer service to cancel my order and even after explaining the condition of my order was not offered a refund. So, I wrote to customer service and again, was offered nothing. Poor customer service. Spoiled product.