Peter F.
Great product, well-meaning but sometimes off customer service
Darwin’s customer service is both terrific - every interaction is clearly with someone who loves animals and wants my dog to be happy - but for all that, they can miss things. Most recent example: I cut back my dog’s daily portion - she’s getting older and needs to start eating a little less, especially given how many treats she earns - but somehow the signal of “scale back my bimonthly delivery by 25%” got translated as “reduce the delivery by 25% and deliver less often”. They meant well, but then I found myself anxiously awaiting an order that I needed to then chase down. Theor product is phenomenal though - clearly fresh, and when I need to take my dog off it (say when we’re travelling and I can’t keep the food frozen), she visibly loses “something” - some pep or energy - that immediately returns when we’re back home and she’s eating Darwin’s again. I’ll gladly put up with some quirky delivery features or whatever to see my Rosie excited for her supper and full of life and bounce.




