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3,5
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Excellent customer service. My frozen dog food delivery unfortunately had an issue with the courier and arrived fully defrosted. Merlin was very helpful, kept me updated, chased the courier, and arranged a fresh replacement straight away with a before 12 delivery. The replacement arrived perfectly frozen. Really impressed with how this was handled — thank you!
Very disappointed- no clear information about product.
Additional Information: Order No. 308612 ordered on 21st of June under my maiden name.
I was looking for a type of fish , Herring so I went online. Seeing Primal Raw had it, I placed an order, while placing the order I didnt see any aspect of the product description stating that it was dog food and not for human consumption.
Given my first time placing an order with them, I tried to order just 1 pack but their site wont let me until I ordered the minimum costing me £38.50 and delivery cost of £7.95.
All their email correspondence whilst the order was being processed, delayed and postponed for a week did not make reference to pet until they sent the last email confirming delivery, then the word "pet" showed up.
Unfortunately, I have no pet but I've spent £46.45 I do no need. How do I go from here?
Réponse de Primalraw
For the benefit of anyone reading this review, Primal Raw is a specialist pet food retailer. Our branding identifies us as supplying “Natural Pet Food, Treats and Supplies”, and the herring purchased formed part of our raw pet food range.
The minimum quantity for frozen courier orders is based on weight, not order value. This is required to help frozen products remain frozen during transport and is clearly explained as part of our delivery information.
The delivery was briefly postponed during the exceptional UK heatwave because we paused frozen dispatches to protect customers’ orders from thawing in transit. We emailed you at the time to explain this, and you replied, “OK, that’s fine.”
At no point before posting this review did you contact us to say that you believed the product was intended for human consumption, that you had ordered it by mistake or that you required assistance. You had already replied to our email, so there was an open line of communication through which the issue could easily have been raised.
The correct products were supplied as ordered. The nature of our business, the reason for the minimum frozen order and the cause of the delivery delay were all clearly presented or directly explained.
We are sorry that you misunderstood what you were purchasing, but we do not believe this review provides a fair or accurate reflection of either the product information supplied or the service you received.
I just placed my first order on 26/04/26. My fussy Neapolitan Mastiff has decided he will no longer eat biscuits, even though he’s on a good brand & used to love them. He’s been on raw previously with his original owner before going into foster, where I rehomed him from. So I decided in his old age he could enjoy raw again for the reminder of his days as he used to love it, so I’m told. I ordered 30x chicken, beef & offal rolls. I live in Middlesbrough so it would go by DPD for delivery. I placed the order after closing time yesterday (Sunday) & it was completed & dispatched today! Due for delivery tomorrow according to my DPD app. Can’t complain at that for service. I had already planed to reuse for all my future orders after hearing good things & my experience of the first order has reinforced that I definitely should stick with Primal :) In future I’ll be ordering double the amount to do for 30 days (2 rolls per day plus treats). Thank you.
Stumbled on this shop when I was looking for a raw shop near where I was, staff friendly and helpful well stocked freezers and natural treats, would definitely use again
I've been using this company to buy my pet's raw dog food. Great prices and reliable delivery
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