"Unjust Treatment & Ongoing Misrepresentation – Extremely Distressing"

Unjust Treatment & Ongoing Misrepresentation – Extremely Distressing

I’ve been a loyal Purrform customer for nearly two years, spending close to £3,000 on food for my seven cats. While the product quality is good, my experience with customer service has been deeply upsetting.

In a previous order, I received the wrong meat (venison instead of quail). Though Purrform admitted the mistake and re-sent the correct food, I was asked to return the frozen items via DPD. I was told to leave them outside unattended—but no collection happened, the food spoiled, and I had to dispose of it. This is now being held against me, unfairly.

In a recent order, two non-food items—a serving dish and spoon bundle—were missing. Rather than offering support, I was met with disbelief. I searched through my waste, took photos and videos of all packaging, and emailed it all to your representative, Sam. I provided real proof. Yet, instead of acknowledging this, Purrform continues to publicly misrepresent the situation and blame me, the customer.

Let me be clear: this is not hearsay. This is a fully documented incident. If your team could send me a completely wrong frozen order worth nearly £300, how can you now claim that those same workers couldn’t possibly have missed a £28 spoon and dish bundle? What logic is being used here?

I gave you photographic evidence that the items were missing. You gave me no evidence at all to prove they were packed—just vague statements and internal assumptions. And despite all of this, as a vulnerable person with mental health struggles, I still tried to remain patient and loyal to your company.

Yet instead of resolving this respectfully, you blocked me from buying food directly for my cats. Can anyone honestly justify that response?

This treatment is not only unfair—it is damaging. I sincerely hope Purrform reflects on how it treats customers who are just asking to be heard and respected.

"Order delayed no refund "

Cat devoured the trial pack which arrived on time via DPD. Placed bulk order which was despatched Thursday but did not arrive the next day as DPD had a delay. Items finally arrived Friday at 5pm not cool to the touch. Because I have not taken photos Purrform are refusing to send a replacement or refund the money paid as they state there terms do say delivery could take 48 hours. They have in my opinion little interest in customer retention or customer value and my recommendation is NOT to order from them.

"Poor customer service. Will never use again."

Edit following Purrform reply which is not entirely true to the facts of my communication with them. BE WARNED.

If you filter for 1 star reviews you will see that there are 2 themes. Poor delivery and poor customer service. I receive hundreds of parcels over the course of a year. I rarely have delivery problems, but most retailers will attempt to rectify a situation where their delivery failed. Purrform seem to chose to take no responsibility at all. Purrform have only offered to waive the delivery charge if I reorder and spe d a further £60 on top of the £70 i have lost. Working with some knowledge of couriers, it is highly likely that Purrform have already claimed this refund from DPD and are currently about £10 in profit. This is a company worth more than £1million. If you use Purrform and there are any delivery issues for ANY reason, and my delivery did not reach me at all, you will get no replacement, no refund, and no attempt to rectify the situation. Poor poor poor.

Original review:
Ordered a delivery for my cat as a trial who is suffering from allergies. DPD did not deliver to my address as they claimed they could not access my road due to a burst water main. This was not true. My road could be accessed from a different direction. They chose to leave it at their locker drop off and did not text me to confirm this is what they had done. They have told Purrform they did text me. They did not and I sent Purrform proof of this. After 2 days they returned the raw food to Purrform and of course it spoiled. Purrform should not have allowed delivery of raw food to a locker location without specific instructions from a customer to do so. It was their failed delivery. They have refused to refund or replace. A shame as I would have swapped both my cats onto their food if the trial was successful. No assistance. No flexibility. No offer to refund, part refund or replace. They did offer to waive the delivery fee of less than £10 on a £72 order if I reorder and pay again. Poor customer service.

"Excellent quality, cats love it."

The food is great, the packaging is great, cats love it and their bloods results are always good because they're eating properly.

Our one remaining rescue we've been raw feeding since a kitten in Vancouver. He's very overweight, because he can't walk/run/jump like regular cats. He'd had multiple unhealed fractures that the shelter failed to mention when we'd adopted them. Once he was 12 months, he was in so much obvious pain, as he is a huge cat already (easily double his brothers' size) he would drag both hind legs on the ground behind him every time he used the box. It was shocking and devastating to see. Anyway, he has severe hip dysplasia and an unhealed coccyx fracture (his tail was obviously broken three times; it literally points back to his bum in a weird "U" shape) and the older he gets, the more pain he's in. However, even with his weight issues, he has always been very healthy otherwise. Our vet told us he now recommends Purrform to every client because of this: it's all down to his diet. We've tried several raw foods here (it was brilliant in Canada), that just weren't great. They didn't like them, and I always hated that grey layer I had to scrape off every time. We've tried the "gently steamed" as well....it isn't raw. Since ours were used to raw, it was giving them diarrhea we could smell. Then tried PURRFORM, though I wasn't hopeful. I also have a broken back and slipped discs etc that will never heal, so mixing up a huge batch of raw turkey mince, juicing organic fruits/veg, mixing in supplements, grinding eggshells by hand, etc etc etc was killing me. And this is a vegan/veg house, so not ideal there, either, what with possible cross-contamination. But we've never looked back. Things have been a bit dicey at times, but they clearly believe in their mission and have steadily made improvements over the years that are, quite frankly, fantastic. I'm so pleased for them, and all of Great Britain's cats. Even our neighbours' cat comes over specially for the new "Fresher for Longer" (game-changer!); he's literally zonked out in my lap as I write this. 😊

"Fab product and customer service"

Fab product and customer service.
I contacted Purrform before I ordered, they were quick to respond and helped me with my query before setting up an account. We order online as between us all we have 9 cats. Orders are easy to place and delivery fast, we have never had an issue with the orders. The cats love the food, its their preferred brand of raw food. I rotate between Purrform and Katkin, and my cats have never been healthier. Litter boxes better. Happy cat parent.

"I have been using cat food from Purform…"

I have been using cat food from Purform for several years. Although sometimes the quality is not perfect, I am satisfied with the product and the delivery.

"Initially tried this as my kitten was…"

Initially tried this as my kitten was refusing to eat much more than licking the gravy of the commercial cat foods. Whilst I did have initial confusion over delivery charges for weekend delivery this is more down to me not reading instructions clearly. Once understood and resolved deliveries have been fine. My cat loves this stuff especially the rabbit varieties and never leaves anything. I use pouches for my own convenience as I found the tubs too big for one cat and sometimes they took too long to defrost and I don't have this problem with the pouches which defrost even in emergencies within 10 minutes if dropped in water. Yes its different but your cat will thank you!

"Purrform bad customer service"

Purrform - well - great product, terrible service. Awful website that repeatedly drops information out of it during the order process, awful customer service as they never admit to any errors. When I moved house I had to make an order to my new address and the website system defaulted to my old address and sent the order there instead. Purrform admitted no error. Cost me over £100 in lost order. Not good. When I point out the problems with their website, they ignore the points I make in favour of points of their own that are irrelevant to my complaint. Their products are however good quality, if you can stand dealing with the company.

"We are Converts"

Received samples from breeder when our new kitten joined us. Our older cat (11 years) was a very picky eater, often leaving, and wasting, proprietary brands. We ordered some for the kitten which the older cat loved and has continued to do so. Now we are converts. Ordering easy, delivery excellent and customer service very responsive and helpful.

"Amazing"

My British Shorthair has been eating Purrfom since he was a kitten, his first taste being the weaning paste.

He absolutely loves the food and always finishes his meal. He’s tried all of the tub flavours and one of the pouches, each one has been the same excellent quality.

The delivery is always on time and I’ve never had any issues, it’s packaged appropriately and has always contained the exact flavours I ordered.

I would definitely recommend for anyone wanting their cat to try raw food!