Nom NomReviews of nomnomnow.com

Response from Nom NomOct 22, 2018

We're so glad to hear you've been so happy with our fresh food for your kitties and that they'll be enjoying both our recipes :) If there is anything else we can do for you to ensure we are always providing 5-star service, please don't hesitate to reach out to us at [email protected] — we're always here to support you and your sweet fur babies!

Response from Nom NomSep 27, 2018

We are truly sorry for the delivery issues! Rest assured, we have been working closely with our delivery partners to ensure our meals are delivered on time for our Nommers. We always encourage our customers to alert us if there seem to be any issues with the food so we can look into the issue as well as ensure they have a supply of their emergency meals. We appreciate that you reached out to us so we could understand and get to the bottom of what you were seeing. We are sincerely sorry for your past experiences. Thank you for taking the time to work directly with your Account Manager so we can work towards improving.

Response from Nom NomAug 31, 2018

We apologize if there was any misunderstanding with regards to pricing. Because you signed up with one pup, the price quoted was for meals just for her. When you added a second pup, the price increased to account for her order as well. Please know the pricing can be found in your account, but we apologize if there was any lack of clarity. While we have limited support on the weekend, our hours of operation are Monday - Friday 9am - 5pm PST so we typically try to respond as soon as possible and at least within 24 business hours. However, we completely understand there is always room for improvement and want to ensure our pet parents feel supported and receive timely responses. Additionally, please know there are cost-saving options available to you and we are always happy to customize your sweet pups' plans even further as we understand the importance of working within our pet parents' budgets. Thank you for your note, your feedback is truly appreciated.

Response from Nom NomSep 4, 2018

Hi Lyza, we truly only want the very best for our four-legged loved ones so, while we had no other reports, we always take such feedback seriously and can confirm your note was passed along directly to our kitchen team to investigate as soon as you contacted us. We apologize if the representative you reached seemed indifferent—please know she was trying to understand the situation to help deduce what could have happened by asking some questions and providing some possible options. We also apologize for any delay in getting back to you and, although your account manager was sick, another one of our managers should have gotten in touch. We completely understand your decision to freeze your account and want to thank you for the opportunity you gave us to provide your pup with a healthy fresh food diet. We wish you all the best and truly thank you for the feedback so we can ensure our pet parents always feel supported.

Response from Nom NomSep 27, 2018

We're sincerely sorry for your experience—what you are describing is certainly not up to our standards! With regards to inconsistencies in food and portions, there can be some slight variance as we do take great care in packaging every meal by hand down to the gram. However, this slight variance should never be significant enough to lead to nutritional issues for your pet. We have gone to great lengths to test that to be certain as the health and happiness of your four-legged loved one is truly our number one priority. And we completely understand your frustration coming from broken boxes or any other sort of mishandling. We are always working towards ensuring we are providing deliveries of the highest qualities and are sincerely sorry that your experience was not up to par. Thank you for your notes, we will be taking this to our team so we can take the necessary steps to improve our process.

Response from Nom NomAug 7, 2018

Hi Bridget we reached out to you directly, but wanted to follow up here as well. We reviewed your communication history with your account manager Matt and were unable to find any mention of this issue as we would have wanted to investigate right away. We would also like to provide you with additional insight into our processes that would prevent something like this from happening in our meals: 1. All ingredients are USDA Grade A approved for human consumption and delivered fresh weekly. 2. All ingredients are cooked to its optimal temperature as recommended by the FDA. 3. Meals are made to order. 4. We clean all equipment and test judiciously using ATP testing to ensure cleanliness. 5. All meals are prepared in batches so any issue would not be isolated to a single meal. 6. We test all batches prior to shipping for things like e.coli, salmonella, etc. 7. We keep samples of every batch to test if any issues are reported. We look forward to your response so we can get to the bottom of this report. Please give your dogs our best! -The NomNomNow team

Response from Nom NomSep 7, 2018

We're sorry to hear about this and we believe an Account Manager had reached out shortly after learning about this so we could learn more. We always encourage our customers to reach out about this directly so that we can ensure we do what we can to take care of the problem. Please know we appreciate the feedback and wish you all the best!

Response from Nom NomMar 29, 2018

Hi Denise, I appreciate you sharing your experience and so sorry for the mix up here. According to our records, it looks like my colleague left you a voicemail regarding your order around 5 pm on February 21st. She mentioned that our system alerted us that there was an issue with the address you provided and we did not want to ship fresh food to an undeliverable address. While you were not charged, we should have followed up with you a 2nd time before canceling your order. Is there anything we can do to make this right? We'd love the opportunity to serve your pup and make you feel like you're taken care of. Please feel free to reach out to me directly. I'd be happy to work with you. Best, Jasmine Jackson Account Manager NomNomNow 415.991.0669 | [email protected]