"Told me "sometimes cats are sick for no reason" when my cat was sick after eating raw patties which arrived defrosted and in poor packaging"

I have been a customer of Luna and Me since last year and did not have any issues with the company until my latest order. I will not be ordering from them again after this experience and I warn other pet owners who care about their pet’s health and well-being to avoid this company too.

I emailed the company on 8th May with regards to my latest order of frozen cat patties, because they arrived defrosted and my cat projectile vomited 20 minutes after eating part of a patty. I did not hear anything from the company for over a week (except for the automated email that acknowledges they received my message), so I commented on a post on their Instagram page on 18th May with regards to this. Of course their Instagram account apologised and replied straight away, saying they would contact me later that day. I missed the call as I was in a meeting and I was surprised they had not replied to my original email or left me a voicemail. I called them back but the lady on the phone was unable to put me through to Sammy, the lady who originally called me, however she said she would call me back at some point.

I received a call the following day from the distribution manager, Gill. I told her of my experience and that I was disappointed in the packaging and the slow customer service, and I asked for a reimbursement. In a nutshell, Gill refuted my claims and was unapologetic, dismissing my concerns.

Gill told me “cats are sick for no reason sometimes” which I find extremely ignorant, dismissive and uncaring. I told her my cat had been to the vets just a few weeks ago for a health check and deworming tablets, and the vet had given her the all clear with her health, so I don’t see why she would be sick for no reason after eating a patty.
Gill also told me that according to their system, the company had tried to contact me on three separate occasions which was complete nonsense. The first time Luna and Me acknowledged me was on 18th May, after I had made a comment on their Instagram post. This was over a week later since my original email was sent. I checked my phone call history and junk mail and had no correspondence from them at all.
Gill told me there was nothing wrong with the packaging or food, despite it arriving defrosted, and told me it was perfectly safe despite my cat coincidentally being sick after eating it. She offered for Sammy to give me a call back with regards to my cat being sick, which I declined because I didn’t see the point - is Sammy a qualified doctor of veterinary medicine with a deep knowledge on feline nutrition? As mentioned earlier, my cat had already seen a vet recently who gave her a clean bill of health. As for reimbursement, Gill told me there was nothing she could do because “there was nothing wrong with the order,” and the best she could do was offer 10% off my next order.

Overall, I found the (lack of) customer service and care from Luna and Me to be incredulous and a sure-fire way to lose loyal customers. I will be purchasing from a competitor from now on.

"Persistent stomach issues normalised within 24 hours within of switching to Luna"

We have a Goldendoodle puppy who arrived with us and had stomach issues from day 1. We tried all possible kinds of kibble and nothing helped, until switching to Luna and Me! We did the switch cold turkey but within 24 hours the stomach normalised and has been well ever since. Raw food is not the most convenient option, especially when it comes to travelling, but absolutely worth it for the wellbeing of the dog.

"Bad customer service."

Was great food - Dog loves it. Customer service poor

I've been a customer of Luna and Me since July 2020 and spent over £320 to date.

I recently changed over to a different hamper and paid additional money for it, only for the lamb patties - as my dog really enjoys lamb. It cost only about £5 more, but for Lilah - it was supposed to be a treat.

They substituted the lamb which was out of stock, with the other flavours... essentially reducing the box value back to what I was on anyway.

I contacted Luna and Me on about 4 occasions, just asking for a £5 refund in difference, yet, they continuously refused.

Yeah, it's £5 - but for me... It's a matter of principle.

Plan now cancelled and I'm off to Poppy's Picnic.

"My two Bengal kittens LOVE this"

My two Bengal kittens LOVE this! After, reading a great depth into the best food to feed my kittens.. we finally decided on LUNA and ME. My kittens now turn their noses up at anything different, including raw food on its own.

"Happy hound, happy owner."

I decided to try my labradoodle on luna&me raw food after seeing it was the top rated food on allaboutdogfood.com. My dog absolutely loves it and the patties are a clean, convenient way for me to feed him raw. I usually give him a pattie for his breakfast then stuff some kongs for later on. Another huge bonus for me is they are local to me so I can collect my order and support a local business.

"Great quality food"

I’ve been using Luna & me for a while now & I have not once been disappointed. Good quality food in a variety of flavours my dog adores. They come in handy patties or minces which is great. There is a number of box selections to cover a range of ages & needs.
I have always had great communication with the company, from up to date news letters, deliveries over lockdown & spot on delivery company used.
My dogs vet always complements how good of a condition my boy is in & I believe it’s partly down to a great diet. Recommended highly.

"Good product - very poor customer service and communication"

Such a shame as my cat loved the product but the customer service was non existent. An order was not received which wasn’t their fault however DPD advised I needed to go through Luna as they would need to dispute it. 3 weeks later and still being ignored. Emailed numerous times, spoke to them via phone and always told no one can talk to me
now but will get a call back, read my Facebook messages but never reply and it’s got to the point where I’ve had to get trading standards involved. I have never been ignored by a company before like this. My cat will not be having any of their products anymore and it’s a real shame. Good product poor customer service and communication,

"DO NOT UNDERSTAND THE BAD REVIEWS FOR…"

DO NOT UNDERSTAND THE BAD REVIEWS FOR LUNAANDME THIS IS A SUPERB COMPANY FOR FOOD AND DELIVERY, I HAVE BEEN WITH THEM YEARS AND NOT ONCE HAVE THEY LET ME DOWN NOTHING IS TOO MUCH TROUBLE. THESE BAD REVIEWS MUST BE FAKE.

"Best raw food in the UK"

My husband was a little worried about my dog returning to a raw diet. As we tried from another brand and it didn't went well with her, leaving the plate intact, other family members complaining about the smell of the good and upset tummy sometimes.
But he read the ingredients list of Luns & Me patties and he was really impressed.
The food always smells fresh and not stinky at all.
My dog always leaves her plate clean.
And now my husband is saying next week we order more for her, what other flavours they have?
Thank you so much, we are so happy, also my dog was a little bit chubby and your food is helping us keep her weight in check.
No more tummy issues or worrying about switching diets.
It was so easy and safe to change from can food to a raw diet.

"Really happy with the service provided"

Really happy with the service provided by Luna & Me, food was delivered as promised, still frozen and brilliantly packaged. Customer service on the phone was great, friendly and very helpful.... My dog and cat are yet to eat their food but it looks great! Thank you