Natural Instinct Avis 1 138

I decided to try and order Natural Instinct for the first time and what a horrible experience it has been. Their "next day" delivery is extremely misleading. I places my order almost a week ago and still no sign of any food. Also there is a strong lack of communication on order updates. Since it was the very first time I ordered, it felt like a scam.

As I write this review, I still don't have my order with me. I will be going back to Butternut box, at least they deliver your food NEXT DAY.

I placed an order for next working day delivery before 12pm. As I hadn't received any text or notification regarding the delivery, I called your office to check on the status as I was due to be away and was concerned about the delivery.

A gentleman answered the phone, and after I explained the situation, he assured me there was no need to worry. He stated that the items had been dispatched, were on their way, and that he would check with DPD and call me back with a delivery time.

No phone call was received, so I had to call back. The same gentleman answered, and this time I asked for the tracking number. He advised that my order number was the tracking number, which I knew was incorrect.

As I deal with DPD on a daily basis, I contacted my own DPD representative to check whether any parcel was due for delivery. As I suspected, there was no parcel scheduled.

I then called your office again and spoke to a lady who confirmed that the order was still being picked and had not yet been dispatched. She advised that it would now be sent out for delivery on Friday. I was offered the option to cancel the order, which was hardly a solution given the circumstances.

This leaves me with very little time to source 17 packs of working dog food elsewhere. Unfortunately, this is the only food my dog can eat due to a medical condition, making the delay particularly concerning.

I cannot express how disappointed I am with both the misinformation provided and the overall level of service. Had I been given accurate information from the outset I would not have to now drive around to source the items!

Please remove DHL from your supply chain and revert back to DPD.
Everything about Natural Instincts used to be 5 star, based on our experience over many years. But now we are unable to buy from them direct as the delivery service since moving to DHL is dreadful and totally unreliable. Until this year Natural Instincts had never missed a next day delivery commitment and DPD always delivered within the 2 hour slot they gave you. Not always a perfect door step service but always turned up when they said they would. As busy people we could always plan for somebody to be present to accept the delivery and get the food into the freezer asap. Our last order was out on delivery with DHL for 3 days, every day their tracking service said delivery was imminent being for example drop 93 with the driver currently at drop 91 but at the end of each day the delivery was shown as back in the depot. In fairness Natural Instincts reacted correctly, giving a partial refund immediately to enable me to make an emergency purchase at a retail stockist, and then initiating a reorder to replace the delivery that had been in the back of a DHL van for 3 days. But here’s the thing, the reorder was delivered next day by DPD not DHL. I rang Natural Instincts this week prior to our next order and no longer can they quote a next day delivery on orders placed before 12.00 and indeed wouldn’t even confirm for definite that 48 hours was guaranteed. I can’t depend on such a hit and miss service. I have empathy for the staff at Natural Instincts, they did treat my last failed delivery appropriately , but they do come across much more tetchy when dealing with the subject. I guess they are victims themselves of the decision to change courier supplier.

I’ve used natural instinct for a long time , since they’ve started using dhl for deliveries theirs a delay in getting the food ……

Ordered the food on a Tuesday , picked up in a Wednesday and I’m getting later this evening, over 50 hours at least out of the freezer!!

Emailed to be told it’s out of our hands once it’s picked up by courier …

Phoned customer service to be told theirs not much we can do ..

9 dogs with no food now , terrible service recently!

Spoke with customer services, who said they’d arrange to get the food picked up today that’s gone off due to the 53 hour delay… lo and behold it’s still on our doorstep leaking blood!

I love the food itself, And it's truly the only reason I've stuck with this brand because their customer service and communication are completely appalling and unacceptable.
I ordered dog food on Thursday afternoon. Missing the cut-off for next-day delivery is fair enough, so the order was processed on Friday. By Monday, I had heard absolutely nothing. When I called them to chase my "next day delivery" order, I discovered it hadn't even been dispatched because they were out of Working Chicken so couldn't fulfil my order.
No one bothered to call, no one emailed, and no one offered an alternative. They just sat on the order and left me with zero food for my dogs. The incompetence is staggering. After raising this as a complaint I was offered a £15 partial of refund to go out and buy more dog food.
I was told it would arrive Tuesday. When I received nothing from DHL on tuesday, I had to call Natural Instinct yet again, only to be told DHL had delayed it until the nest day.
When I pointed out that the food will be completely defrosted and ruined by the time it gets here, the infuriating response was that "there's nothing they can do" until it happens, telling me to just take photos of the food for evidence.
Natural Instinct’s own policy says raw food has 48 hours to arrive. Having used this food for a year, I can guarantee that after 48 hours of it being with DHL and out of a cold chain, it will arrive totally defrosted and ruined. It takes less than 48 hours to defrost in my fridge, which is considerably colder than the cardboard boxes they ship it in!!!
Because of their sheer negligence, I have had to go out of my way to buy emergency food on 2 separate occasions over the weekend, and now I have to go out and do it all over again. Six days after ordering "next day" I have zero dog food and the package in transit is going to be completely thawed by the time it's delivered. But they won't do anything about it until I receive it thawed!!
This isn't a one-off event either, which makes it even more insulting:
Last year the exact same delivery failure happened when I had a litter of puppies. Leaving a letter of puppies with zero food, they did agree at the time to send a Saturday delivery which was received. But yet again had to go to a local stockhestibai emergency food.

Another incident where sent me 8kg of Working Chicken instead of Puppy Chicken, leaving me with a litter of weaning puppies and absolutely nothing to feed them, So again I had to go to a local stockist.
The reason I don't go to local stockish is because the convenience of being able to order direct from the manufacturer to your door when you work full-time is best case scenario.
To then have to go out twice in a week to get food because they failed to deliver. It is unacceptable.
Every single time they mess up, their only response is to offer a pointless apology. An apology does not feed my dogs. The lack of proactive communication and their total refusal to take responsibility is disgraceful, unprofessional, and utterly unacceptable

Had an issue more to do with the delivery of food than the food itself but the staff at Natural Instinct that I spoke to on 2 occasions were very helpful and dealt with the issue for me. A company that is accountable and does what they say they will do promptly and without fuss is rare these days. I would recommend for that reason alone but will add that my puppy loves the food too.

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. Edited to say . . . .having waited for the promised call (see reply below) that never came, I have switched to Prodog Raw. My older whippets not only enjoy it more than Natural Instinct they also look better on it. I was struggling to keep weight on them despite increasing, quite considerably, the amount I was feeding. I weigh all their food. I rather suspect quality is not what it was. Prodog Raw seems to have done the trick, also their containers are stronger and don't leak.

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!!