Darwin's Natural Pet ProductsReviews of darwinspet.com

Im a big advocate for raw dog food and thought I’d give this company a try based off recommendations. Unfortunately, the company and quality itself didn’t meet those expectations. My first issue is that the company itself doesn’t display the ingredient panel online which would have been a huge deciding factor for me. After reading their website I noticed that they offered your first purchase for $14 and you could cancel reorders at any time. I liked the brief info they had and recommendations I got so I figured I’d try it. If I didn’t like the food I’d give it away or toss it. Simple as that. Upon receiving it some of the ingredients aren’t to par with B.A.R.F and or Prey Model. Which was unfortunate because it meant I wasn’t going to continue with this company. Why? Well I have worked with animals for some time and still do for a living. As a certified animal nutritionist with other credentials as well this food isn’t something I’d support for my dog or clients of my own. Some other concerns that raised other than ingredients were: Shipping, and customer service (communication). After reading reviews I began to realize I wasn’t the only one experiencing this. I received no update as to when my order would be delivered or when it was already shipped from their facility. Unfortunately, the products came on a day I wasn’t home but luckily someone else was there at the time. I took this as poor communication skills within the business. After figuring out the company didn’t meet my expectations of quality food or services I decided to cancel with them. It was unfortunate that wasn’t honored. A month later I get a $125 bill for food that I didn’t authorize. I contacted the company but didn’t hear anything back for some time. I reached out on multiple occurrences. When I finally got a response I was informed from customer service that “we contacted you in advance before processing the new order”. I can attest to that not being accurate. As my emails and call log have nothing from the company. Not only that my account shows a transaction process date as of 7/9 . That same day I was charged and same day received an (unauthorized) delivery. As this was a mistake on their end I figured returning the food would be simple and followed by a refund. I was then informed that a refund wouldn’t be processed unless I donated the food. That seemed simple and wasn’t an issue for me. I asked if they knew of any places who would take raw food as a donation and provide a receipt (as the recipes is needed for proof). The closest location the customer service representative gave me was 3hrs and 45 minutes away from my home. I asked if anything else could be done because that wasn’t feasible. The response was that “nothing further could be done”. My experience wasn’t the easiest or even slightly pleasant. I had to follow up with canceling my card for my safety and worry that they’d continue to take money from me. It’s unfortunate to say this company has some communication issues and or possibly something further behind the scenes. Update: I received an email from customer service that “they’re only a reoccurring service”. This seemed very odd to me and the tone in the message wasn’t acceptable in my viewpoint. It’s unfortunate to say they don’t honor their claim on their site, “you can cancel at any time”. Be careful!

I have been feeding my home made meals since day I got him and he was very excited. I got Darwin’s to cook that meat as I don’t trust raw. But my dog wouldn’t even eat this meat after cooking it. It does say a lot about brand.

Darwin’s quality has dropped due to shipping changes. To cut cost they no longer use sturdy boxes. Our delivery that used to come in two boxes is now jammed into one box. This results in less dry ice being used as well as a much heavier box that gets destroyed by UPS. The last several orders have come unfrozen. Today’s order had mostly melted food and a broken package so there is cat food all over the other packages.

I tried their introductory order. It worked out but I had read something about having to pay extra if you order less than 20#. So I contacted customer service and asked how much shipping would be for my smaller 10# order. I don’t have space in my freezer for 20#. Customer Service replied that I had free shipping. So on my first order after the introductory I look at the invoice and in the shipping field is a $10 charge. I contacted them and they told me it wasn't a shipping charge if it was a less than 20# minimum charge. But it is in the shipping field on the invoice. When I asked about the additional shipping charge for small orders they should have explained that there was an additional fee. They did not. They would not refund. Update: they did refund after seeing this.

I dunno. My dogs would not eat it I cooked and tried the food myself and it tasted terrible, like cupboard, so no wonder... Canceled my subscription

I’ve been a raw food feeder for quite a few years and heard great things about Darwin’s. I decided to give them a try since I was having difficulty finding a variety of lean protein for my pups-now, I wish I hadn’t. I asked (via email before placing my intro order )if I could substitute the suggested protein from beef/turkey, to something lean. The email response came about a week later and I was told by Darwin’s CS rep, that yes, I could sub, but at an additional cost. She stated that I could place the order then “let her know” and she would make the switch before shipping. I did as instructed and let Her know immediately, via email, since there was no instructions that it would be an issue. Again, no answer for another week. In the meantime, I received the order of unwanted beef and turkey. When I did receive an email back from Darwin’s CS rep, she apologized and said she could still send out an order of the agreed lean protein if I would still like it. I was hesitant.I found that in comparison, the raw I was already feeding was better, but I really wanted to see if the leaner options could work-so I agreed. She processed a charge for the order and stated I would receive it the next day 10/23. It is 11/1 and I still haven’t received the order. I also have not received a response back from Darwins in regards to being charged for literally 0 product. I have an email with a ups tracking number showing progress updated to “ready to ship” on 10/22 and no answer/help at all from Darwin’s or any other rep from their “contact us” links. Unfortunately, this level of customer care is a complete dealbreaker for me. The decision to feed raw is an important one, that I take very seriously. If I am trusting someone else to assist in that process, I want to know with 100% certainty, that they take my pets health and well-being seriously as well. This experience, for me, definitely didn’t meet that expectation.

I have been a customer of Darwin's for over 10 years. I usually do not have a problem with the product. This complaint is about the business and their customer service. Darwin's recently built a new website and in the transition they dropped me from their customer database. Consequently I did not receive my order that was to be shipped on 9/24/2020. I called several times (my position in the que was always 17), so I left a phone message for a call-back and the representative phoned me at 6:40 in the morning - a time when my phone was turned off. I then phoned back and decided to wait on hold. I have now been on hold for an hour and have only moved up to position 3. The worst is that I have had to listen to the same marketing messages for the whole hour with no way to turn this off. I don't need to listen to marketing messages delivered by a bunch of "old" sounding ladies who really have no heart associated in the reading of the scripts. This customer service portal should be fired - totally the wrong approach for today's pet savvy parents. My career was designing customer service programs, so I know what proper CS is. I would have never, ever left a customer on hold for an hour!

I inadvertently added one dog I did not want to add. But the Website has nowhere for me to edit that data so I can remove that dog. I stopped there and bought raw dog food from someone else.