- Joined
- Jan 15, 2020
- Messages
- 150
- Purraise
- 104
A while ago I ordered my cat's favorite kibble, and when it arrived it was strange. Small particles were all over it, and it was almost wet to the touch, due to the particles sticking all over it. The cat still liked it. The package was not damaged in any way, and the expiration date was year 2022.
I contacted the shop and filed a complaint, and they did offer to give me a new package of the same kibble in exchange. When I agreed and unpacked a new package right in front of them , I saw that it was exactly the same. They immediately said that this is completely normal, that their particular brand is seasonal and the fat in the meat varies: in summer it's much higher in fat than in winter (and the kibble's creation date was this summer). They opened up a few free samples of their brand, showed them to me, and they were all like that.
But if that's what they think, why did they take my complaint seriously before? All I sent them was the same picture that I'm posting in this thread, and they still offered to give me a new package after looking at it. What if they got a whole load of spoilt food, including the new samples, and didn't want to admit it and lose a customer \ lose their reputation?
So, should I trust them? Or did they let me have spoilt kibble to save face?
I contacted the shop and filed a complaint, and they did offer to give me a new package of the same kibble in exchange. When I agreed and unpacked a new package right in front of them , I saw that it was exactly the same. They immediately said that this is completely normal, that their particular brand is seasonal and the fat in the meat varies: in summer it's much higher in fat than in winter (and the kibble's creation date was this summer). They opened up a few free samples of their brand, showed them to me, and they were all like that.
But if that's what they think, why did they take my complaint seriously before? All I sent them was the same picture that I'm posting in this thread, and they still offered to give me a new package after looking at it. What if they got a whole load of spoilt food, including the new samples, and didn't want to admit it and lose a customer \ lose their reputation?
So, should I trust them? Or did they let me have spoilt kibble to save face?