Purina Reviews 633

I set up a 12 week subscription. My order arrived on 19/3. A week later money was taken from my account and another order arrived. I rang customer services who apologised and said it was an error on the system and that I would receive a refund within 3-5 working days. 3 calls later and we are now on 21/4 and still no refund. Absolutely awful service. I have since cancelled my 12 week subscription and will not be ordering with Purina in the future!

Absolutely appalling customer service
Like talking to robots
No help at all
Order got cancelled for no reason
After a sensitive puppy good thy seems impossible actually get locally to me so thought I’d order from them direct
DO NOT WASTE your time or money

My 5 year old cat is suddenly refusing all the Purina products that she used to eat and enjoy. She liked the fish in jelly or gravy range along with Bifensis salmon dry meal but she wont eat any of it at all now and is crying and rubbing against me for food. I opened a tin of tuna and she scoffed it proving she was hungry and able to eat.
Any savvy shopper will have noticed prices going up and quality as well as quantity of ingredients going down. Skimpflation as it is better known. I am wondering whether Purina have tweaked their raw ingredients and my cat is detecting changes. One time before my cat was eating pouches from a 12 pack but refused the same flavour pouches from a 40 multipack. I wrote to the manufacturer who explained one was produced in Latvia, the other produced in Poland, clearly my cat could tell the difference and I stuck with the 12 packs. Now she wont eat them either. Something's wrong. This food is too expensive to keep buying and throwing away

DPD delivered parcel 2 of 2, however they forgot parcel 1 which was the most important out of them because it had our dog food. Got a notification on DPD app stating there was an issue in my area and it will be delivered the next day. 2 days go by, still the same update. Contacted Purina regarding the situation. Within the same day of contacting, Tracey swiftly organised a replacement. The next day our usual DPD courier turned up with the original parcel apologising because no one at the warehouse wanted to touch the box due to it being damaged. I messaged Tracey with an update. Asked to keep the new dog food which was to be dispatched and for them to not lose any money. However, Tracey stated it was already processed for dispatch and have an extra bag for free. I am very grateful for the response from Tracey and very pleased with their service. Cannot forget Diane who replied with nice comments. Definitely order from them again, no issues with Purina just couriers are silly.

SCUM company .... Scums sitting there and taking the money even though I cancel the order... They guy names Williams and his colleague hung up the phone twice because I said I dont trust the information you are passing me therefore I will record this conversation!!! Scum people sitting there and taking the money and didn't even receive the parcel !!

Poor customer service. Had a large 7.5kg bag of food that my cat refused to touch. Same type he always eats. Despite offering evidence to them and sending batch codes they did not fully refund. Ended up binning the lot. Moved over to a different brand now. My cat seems to prefer it as well.

It doesn't matter which product whether it is the gastrointestinal dog food, pre/probiotics or even their treats. Every single thing they produce makes my dog very sick with diarrhea and in the case of the gastrointestinal food vomiting too. It's marketed as supposedly helping with gut issues but it makes them about a million times worse. 2 Buffalo sticks caused my dog to be up all night with the worst case of liquid diarrhea I've ever seen in a dog other than one suffering with something like parvovirus or distemper. Please do not ever be tempted to buy their products they are the WORST thing you can give to your dog.

Placed a order 2/1/26 to then have a email to say order processed 5/1/26 and on route had then a notification from DPD to say delay in delivery due to snow which was understandable waited for snow to thaw still no sign off delivery 4 days later still no sign off delivery contacted customer service who then confirmed delivery had been lost in transit was offered a refund or replacement opted for replacement as needed it eventually replacement sent today 14/1/26

Evri hadn’t tried to deliver parcel but in app said they had & was now being returned to sender.
I contacted Purina & received a response fairly quickly.
Polly & Tracey replied each time. I was asked if I would prefer a refund or to resend. I opted to have it resent & it was delivered today.
The problem was with Evri, who when I messaged just replied its being returned.
Purina sorted it efficiently. Very pleased.

Purina - Just don't bother, Their customer service team is an absolute joke. Just read every other review on here its all true. Next day delivery is a myth, customer service is non existent. they have a message portal on their website where they do not read the messages and just send standard replies.

Oh and if there is more then one of you that needs to discuss an issue with them over the phone... NOPE they can only talk to the account holder and you cannot add a secondary :D in 2025!!

2 attempted orders 2 non deliveries...

Find a different brand absolute waste of time

I placed my first order on Black Friday, a good offer, though I was planning to order anyway. Order confirmation received and delivery in 3-5 days, money taken fine, offer remained on the website for the weekend, but come Monday I get an email to say order is cancelled due to stock shortages. Very poor.

Hope I have more successful experience if I do decide to try again in the future, but they will certainly only get the 1 second chance

No problem with the products, BUT the subrcription service, I'd paused the deliveries until January and still a payment was taken in November (and it was changed well in advance of the next delivery date). Customer service not helpful, unable to understand I had delayed untill January 2026. So now have food coming I don't need (yet) and have to store that.

Bit concerned as to how fast our cat burns through these. It makes me wonder if there is actually any nutition in them at all. Perhaps they are all just sugar and catnip type properties. Switching brands as this is too expensive.

It’s such a shame that you use Evri as your main courier! I won’t be ordering from you again until you’re able to get a decent courier to deliver my parcels!

This isn't your fault but this is the 2nd time I will be asking for a refund on next day delivery. Evri have got the parcel but it hasn't been sorted as yet. I'm now getting annoyed as when the food doesn't arrive I have to shop at my local corner shop which becomes expensive. I will from today be charging Evri for the extra cat food. Please express to Evri as you'll be paying extra fir a delivery which i have no idea when it will arrive

Polly was super helpful. After I discovered my cat had an allergy and couldn’t eat the food I had ordered, she refunded me straight away. Thanks so much Polly!

I discovered that a cat food sachet inside a box of 40 was ruptured. This resulted in the other sachets being coated in dried food and mould inside box. I called Purina and they asked me to send photos etc. and advised that they would refund me for 1 sachet. ABSOLUTE LOLZ. I got a full refund from the supermarket instead and binned the lot. Don’t waste your time with Purina as from my experience it’s clear that they aren’t interested in customer service.

I placed an order a week ago, unfortunately the wrong items where delivered. I messaged to let them know. I heard back straight away even though it was a Sunday. Callum was the team member that messaged on the Sunday. On Monday I got another message from Tracey saying that my order would be sent out straight away. The customer service was great the correct items have now been received.
I highly recommend the company

Paid extra for next day delivery. We are now 6 days post order. Emailed company who said they couldn't help!!!! As far as they were concerned the order was with Evri for delivery. The tracking number in was given is not recognised by Evri. So, purina where is my order? I want next day delivery money refunded and your customer service James, is disgusting. I would advise anybody against using this online company. Appalling customer service!

Tracey was very quick and helpful in replying to my messages.