"Poor customer service"

They sent me the wrong parcel and asked to keep it in my freezer till the next day for the courier to collect (and there was A LOT of food pouches in there). Caused me a lot of hassle unpacking and packing it again. I shouldn't have agreed, unfortunately I did, but they shouldn't have put their customer in a situation like this in the first place. They didn't even apologise or thank me after. I don't know what they did with the food later on, hopefully they didn't forward it to another customer, because the insulation layer in the parcel was completely liquid instead of frozen by the time the courier collected it. The product I ordered seems ok, although my not very fussy cat doesn't want to eat it if I don't mask the smell with some dry food. Won't order from them again.

EDIT after Purrform's response: Dear Purrform, it wasn't the wrong flavour, it was just the parcel I didn't order. I could have kept it but I wanted to be fair and did let you know that you sent it to the wrong address. But asking your customer to use their own refrigerator to store it and then not even thanking them for helping you, isn't the best way to deal with the issue. And your cats may be happy with the returns, I'm happy for them, I just hope you don't forward the returned items to the unaware customers, because the parcel I returned to you WASN'T correctly packed and insulated - I simply didn't have a way of doing it correctly.

"Price increase and not produced in the UK!"

I have used Purrform for approx. 18 months, me and my Bengal have always loved the brand. My Bengal was obsessed with Rabbit.

However, after receiving an email explaining their prices were increasing up to 8% because of the war, I've decided to stop ordering and use Luna and Me.

Purrform is already expensive but the percentage of the increase is incredibly high. According to their website, Purrform is produced in the UK so I don't understand the impact of what the war has on them for the cost increase? Unless it's not produced in the UK which therefore the website is very misleading.

Their delivery charges are extortionate!! Luna and Me next day delivery is £5.95. And their overall service was delightful!

It's a real shame because I love the brand. But with a cost of living crisis, I simply can not afford your ridiculous price hijack! Unless your prices decrease (which they most likely won't) I won't be coming back.

"Contaminated food!"

My cat was fed on purrform by the breeder, so I carried on for over a year. It was frustrating at times to have to get minimum amounts of certain flavours in order to provide a variety, though that aspect has since been corrected. Also, the packaging is not recyclable, which meant a trip to the tip every time we bought more cat food, as well as keeping an entire freezer drawer free for cat food at all times. However, these were things my husband and I were willing to put up with to ensure the health of our cat.

However, in our penultimate order, my cat immediately became sick after eating a particular flavour. I thought nothing of it the first couple times it happened, thinking he was a little unwell, but I thought to change tubs of food, and he was fine. The same thing happened a few days later, when I tried to feed him a second tub of the same flavour from the same batch, and it become clear the issue was with this batch. Looking back at it all, and reading up on it, I think this batch was somehow contaminated.

I contacted customer services, who gave me one free tub of food to replace the two wasted tubs, and suggested perhaps that flavour was too rich for him, despite the fact that it has always been his favourite flavour and we have had no issues up until receiving that last batch.

The dismissive response from the company show me that company clearly doesn't care that they are potentially poisoning beloved pets, and I feel that whatever health benefits he may get from a raw diet are negated by the risks. I have since switched him to other food and would never risk using Purrform again.

"Behaviour changes with Bengals, super expensive vs other raw brands"

Both my Bengals are obsessed with this food and far more than any other raw food brand (tried 4 in total), which I originally was very happy about. But they sometimes overeat this food to the point of being sick which they don't do with any other brands even ones they really love to eat.

We thought perhaps it was just THAT tasty, but we've moved them on and off this food for one month periods and can now confirm that their behaviour changes when on purrform quite distinctly. Our younger cat becomes more erratic, vocal and generally irritable and distressed.

A theory I have is that there could be added sugar in stock or other ingredients labelled in categories. I'm sure it's not a pet wide issue but wanted to put this up so that other customers will bare it in mind if there are any noticeable behaviour changes.

We also spend 1.5-3x the amount on Purrform vs other raw brands (Natural Instinct, Poppy's Picnic, Bella and Duke). It's very expensive! The subscription model is a bit of a pain to navigate if you just want to get one off purchases, the site aims to make the subscription model easier to sign up to.

"High quality"

Extremely happy with the quality of the food. Customer service was always very helpful and replied questions quick. The price of delivery is a bit high, but that's understandable with frozen goods.

"Handy pouch sized raw food. Cat approved."

Cat really likes the rabbit ones. She now has a healthy appetite and her fur seems glossier. Pouches are very convient size.

"The lack of customer service from this Company…"

The customer service from this Company is appalling.
I made an order on Wednesday 15th to be delivered on the 16th.
I received the email from APC over night stating my order had been dispatched.
I waited in all day for my order which didn't arrive and had to contact Purrform who said they couldn't see any other updates but said "They were aware there were issues in my postal area and that they had packed extra ice to guarantee the food would arrive frozen"
However Thursday came and went and I got an email on Friday saying the food was coming by 16:39. The food arrived just before 1700.
On opening the box it was loaded with bubble wrap and paper, one sheet of ice was included and the food was defrosted.
I emailed them to advise of this and that I wasn't happy that they hadn't put any extra ice in, their reply was basically tough! They also said they believed for the size of the order they had put sufficient ice in, my order had 10 tubs in.
This is the 2nd time this has happened, during the heatwave in the summer the delivery was delayed by 2 days and they had again put only 1 sheet of ice in.
I don't know what their problem is on putting more than 1 sheet of ice in, it cannot be that expensive. Had they "Packed it with ice" as I was told then yes my order would have arrived still frozen.
My cat wouldn't eat the food from this order so I have had to throw it away.
This food is probably the most expensive raw out of all the other Companies yet they do not care about losing customers.

"Customer service issues"

Like other customers have said my cat likes the food however Purrform customer service is appalling.

On 2 separate occasions my order has not arrived on the day it was due. The first time was BEFORE THE PANDEMIC, I ended up with a duplicate order (which I paid for). On the most recent occasion my delivery was dispatched overnight on 11/11/21, due to be delivered on 12/11/21, it’s still not been received today (13/11/21), so obviously not stored correctly. Purrform have not called, emailed or left a voicemail to advice of the delay.

Purrform will say the food is packed with ice packs but the food does not stay frozen for 2 days! I’ve seen the response from Purrform on other reviews and expect the same excuses. If you’ve ever spoken to them on the phone it’s pretty much the same thing, shoddy customer service. If you’re going to blame it on the delivery company perhaps change the company you use? Not sure who you can blame for the poor customer service…

"atrocious customer service"

As others have said, the food is great but customer service is atrocious. The majority of my orders haven’t been delivered on time and they don’t even email to let you know. You have to chase and the order gets sent out a few days later. I wish there was another brand that offered the same quality food so I could switch.

"WORST CUSTOMER SERVICE, ORDER NOT DELIVERED"

I've fed my cat with purrform for 2 years already. The products are good, my cat loves it. But I will give 1 star to the customer service. No one will reply your requires. I called/emailed/instagram/facebook, just no one ever get back to me.
I recent order hasn't been delivered, and it showed order complete on their website.
Problem still not figured.