"Fantastic service and a brand I trust"

I received such fantastic customer service from Luna & me today that I felt compelled to write a review. I'm a new customer and I rang them today and spoke with Eve to ask a question about the kitten boxes. I was confused because I joined with a starter box and could see that they actually have three or four different boxes for kittens and I didn't know which one I should be giving to my kitten. Eve was so kind and helpful. She explained everything to me really clearly and didn't make me feel like an idiot. I could tell that she was incredibly knowledgeable and I am even more happy I chose this company now. Not only am I impressed by the quality of the patties but I felt so reassured by the amazing the service and guidance. Thank you!

"Poisoning food, AVOID"

The worst company ever.
We had food from them for 1,5 years for our bengal cat and all was fine.
Last order and cat had bad diarrhea. We switched back to a pack from previous delivery and his stomach got back to normal. We tried again from a new delivery and he again got diarrhea.
We wrote to the customer service and they blamed us.
We bought food from another supplier and gave it to cat for a few weeks. All was good. And when tried again from Luna he again had diarrhea.
I threw food for £50 to the bin.
But customer service was soooo unprofessional and bad that I really don’t want to email them again.
Worst company ever. Never use them again.
And if you don’t want to poison your pet, avoid this awful company.

"One star because no stars wasn't an option"

As a new customer I was genuinely interested to know why they used plastic bags in their mince boxes. Especially when, on their very detailed packaging and sustainability pages, they don't mention them at all. I was keen to feedback that it would be good to be provided with recycling information. After my emails went ignored a few times, I finally got a bog standard reply that didn't answer my question at all. Subsequent queries have resulted in being ghosted and blocked on social media. Therefore my review is to say that they have absolutely appalling customer service.

"No contact "

Really confusing to order, was referred by a friend, the 20% off first order but haven’t been contacted and no phone number!

"Absolutely Love It!"

Absolutely Love It!

We couldn’t be happier!

We’ve tried raw food from other UK brands before, but the biggest issue was the packaging—it was simply too large. With two toy-sized dogs, repackaging was nearly impossible, and the food often went bad in the fridge before we could finish it.

Another concern with other brands, especially Paleo Ridge has the large, sharp bones. While many say raw bones are safe for dogs, I still found them worrying.

Luna & Me has been a game-changer for us. Their small portions make feeding so much easier—no more struggling to saw through frozen meat! Bones are small and almost invisible, really made me feel safer. They also offer a great variety of flavors, and we especially love the duck and rabbit, which most brands don’t even offer.

Their customer service is fantastic too! I had a few questions, and they responded patiently with helpful advice.

Highly recommend!

"Chia Seed Allergy"

Although my cat absolutely loves this food, I won’t be buying again. After trying many different foods and trying to figure out what is triggering my cats allergy and making her lick her belly and legs raw, I had some testing done and it appears that the Chia seeds in this food is a problem for her. I was actually quite suprised when I looked at the ingredients to discover so many things that cats don’t need. It’s been 4 days and already her fur is growing back in.

To be fair to the company, they are really helpful and have great customer service.

"Poor packaging resulting in contaminated food"

*** Review updated in response to Luna & Me Reply***

It is very disappointing to read the company response to my review. Although I appreciate my review will not have been welcomed, my intention was to help the company improve to prevent loss of custom. As mine is not the only review to point out this constant issue. I have actually been one of their "on-demand" customers since 2017, stopping once for 12-18 months in 2018 when they started to use black plastic trays, which again broke up and contaminated the food and YES this is the same LUNA & ME company! They changed to the clear plastic trays around 2019/20 and I have never used any other company since then! I really like the product and for a long time had no problems with the packaging. So I find it unbelievable they can find no record of my custom. Yes credit to them for replacing the damaged items - no less than any other company with any integrity has a responsibility to do. Who in their right mind would give their beloved pets food contaminated with shards of sharp plastic, the replacement goods were in exactly the same condition and I should be grateful for that and give 5 stars? This company obviously does not value loyal customers or constructive feed back and consequently, they do no deserve my custom. Other customers use them at your peril and expect to get a costly vet bill and very poorly pet!

I've been a regular monthly customer of Luna & Me for many, many years and I love their product but unfortunately not their packaging and their customer service has room for improvement too. There have been too many times I have received damaged plastic trays of food which have sharp shards of plastic contaminating the food. The courier has always delivered the boxes to my door with care and the external cardboard box is never damaged or shows signs it's been dropped. The polystyrene box (which my local council will not recycle) does not show signs of damage either. Therefore, I believe the damaged must be caused prior to transit.
More recently, 50% of the food I ordered was received in damaged plastic trays. I immediately contacted Luna & Me and received a reply asking for photographic evidence of the damage, which I sent. Their response was to advise me the food was safe, quality not compromised and for me to repackage the food into tuppawear or plastic bags. They also offered 250 Perks points against a future order, which I found insulting. Especially as this had happend previously a few years back and again, they did not offer to replace the contaminated food. Eventually they agreed as a "one-time offer" to replace the damaged items, which arrived the following day - DAMAGED! Every single tray was so badly damaged that nothing could be salvaged. Very sharp shards of plastic of varying sizes shattered into many splinters again, making the food unusable. So I give up and will now look for an alternative supplier. This such a shame as I have been a loyal regular and on-demand customer since the business started out. Then they packaged the food in plastic bags and there was never an issue with the food or delivery. When they changed to black plastic trays we had the same problem then and they refused to take on board the customer feedback I for one, provided. Consequently, I changed supplier for a time but came back to Luna & Me after a year or two as the alternative supplier stopped trading. When I came back to Luna & Me they had changed their black plastic trays to the clear ones and I had hoped this would have resolved the problem (perhaps a better grade of plastic?) but now we are having the same problems again. I have given Luna & Me my feed back and the chance to resolve the matter but as this problem remains unchanged and on looking at the other reviews, I can see they would rather loose loyal customers than addressing the problem and changing the way they package their product.

"Great experience as always from Luna…"

Great experience as always from Luna and Me.
My dogs love the chicken and pork patties as they use to have skin allergies and they always want more. My cats love the chicken patties. I have tried several raw food companies and Luna and me are the best by far, my fur babies won’t eat anything else. The dog and cat raw treats are so good too.
The patties portions are already done for you so you don’t have to weigh out the food, packaging can be recycled so brilliant for the environment. The polystyrene box can be used for other things. Thank you Luna and Me.

"Another great customer experience "

Another great customer experience with this company.Despite having a delay with some of their packaging my order was delivered on time with the addition of a letter of explanation. Simple solution to a small problem instead of delaying my order.

"Cat and dog wouldn’t go anywhere near it"

Cat wouldn’t go anywhere near it. Tried giving it to our Black Lab who eats literally anything, also wouldn’t touch it.