Name: Naturaw
Address: 521, Avenue East East, Wetherby, 521, Avenue East East, Wetherby, Estate
Rating: 4.82

“Delivery not received. Eventually refunded. Unable to comment on product. Despite non-delivery not directly the fault of Naturaw it impacts on my perception of them.”

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Posted 1 month ago

Hi Mike, Thank you for your review, apologies that DPD failed to deliver to you on this occasion, I can see on our system that we offered to replace your order as soon as possible and this would have been due for delivery the following day, however this was declined. Your order was refunded in full within minutes after we had spoken to you on the phone and as a gesture of goodwill we also offered to send a replacement order. Many thanks

Posted 1 month ago

“Hi, I changed my dog’s food to forage and he’s been really itchy ever since. I’ve had to revert back to the original recipe. I did send a message as I cannot speak to anyone and the computer even said that forage could cause reactions. I won’t be using forage again as it’s made my dog really sore from itching.”

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Posted 6 months ago

“Poor quality, very dry and grey… won’t be buying again!”

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Posted 6 months ago

“Whoever designs your packaging needs to be shot!”

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Posted 9 months ago

“The packaging gets worse every time. The plastic just doesn't release from the top and it's an absolute nightmare. Bought from here for years but I think our time is nearly up now. Really disappointed - sort it out Naturaw!”

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Posted 10 months ago

“We followed the Naturaw feeding advice to go ‘cold turkey’ when switching to raw, which made our dog so unwell he almost required hospitalisation. We’ve spent over £200 in vet fees within a week of feeding him Naturaw and he still suffering the consequences of extreme pain and diarrhoea, which even affected his ability to walk.”

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Posted 11 months ago

“It total honesty we purchased this due to knowing it was ranked #1 I'm the UK. Our dog has only ever been raw fed and as a 16 week old golden retriever. Hasn't ever been fussy about food until now. He wouldn't touch it. We tried for multiple meals when he should have been hungry and with mix ins he loves. Nothing. The packaging was unhelpful if anything as the boxes are large for the freezer and the paper film on the bottom on the meat is annoying once defrosted. Not the best experience we switched back to Bella and Duke”

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Posted 11 months ago

Hi Hannah, Our ingredients, British suppliers and quality control measures ensure nothing sub standard ever leaves our kitchen. Some dogs (including one of my own personally) can be creatures of habit and fussier than others, turning their noses up at a change in food or a the natural smell of a particular ingredient that their previous food did not contain. This does not in any way reflect the quality of the product - i'm sure you are aware of some of the things dogs DO eat/lick, their judgement isn't always in their best interest! Please message our customer service team who will give you advice on how to transition if you're having teething troubles. We completely appreciate that our food won't suit everyone (we would try to help with that though) and that the convenience plastic provides will be worthwhile for some people. But giving a widely acclaimed, certified and awarded family owned company that put everything into what they do a 1 star worst-possible-score because your dog was fussy, and another brands tubs fit your own specific freezer better, is incredibly, unbelievably unreasonable!

Posted 11 months ago

“Tried to collect parcel, called twice - no one there (I got there 20 past 4 admittedly). No one called me back. It has now been 10 days so I assume I have lost my order. Not brilliant.”

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Posted 11 months ago

Hi there Jessica We are sorry to hear you have not yet collected your order. Our click and collect shop is physically open for the public and manned every working day until 4.30pm, it will have been open when you arrived at 4.20pm. We currently do not have a customer service telephone line but have checked the logs on the collect phone and we can see 2 missed calls after 4.30pm which unfortunately was out of working hours so will not have been answered - apologies for this. Your order will still be in our freezers available for collection between 10am - 4.30pm Mon-Fri Hope this helps but if you have any other queries please do not hesitate to contact us directly on woof@naturaw.co.uk Kind Regards Amy

Posted 11 months ago

“Bought a few boxes of Naturaw to try. All over its outside packaging it states plastic free. I gave my dog the food in the cardboard packaging - he reluctantly ate some of it. The next day I gave him another one and put it in his bowl this time. I then realised they have some sort of recyclable plastic covering on the bottom of it which my dog had eaten. I was horrified and emailed customer services to find out what it was. I had zero response from them which is shocking. My dog has now tried different flavours, all of which he sniffs and walks away from. The only response I get from them is asking me for a review so here it is!! More than disappointed with their customer service. Should be a warning on the outside there is a plastic type packaging at the bottom of the meat. My dog refuses to eat it.”

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Posted 1 year ago

It’s not plastic it is greaseproof paper - and there IS a note on the other packaging explaining this. Our customer service team will be in touch on Monday

Posted 1 year ago

Good Morning Suzanne Thankyou for your review and thoughts, although we do find these comments a little perplexing as our customer service team responded to your initial email as soon as we re-opened after the weekend (our working ours are Mon-Fri 8am-4.30pm). We received your initial email on Sat 6th April 11.26 am and our lovely Abbie responded on Mon 9th April at 9.47am - perhaps this email has found its way into your junk/spam folder? If you could please check we would be most grateful. You can see a copy of her response below: "Good morning Suzanne, Thank you for your message, we do have a small piece of greaseproof paper on the bottom of the meat, rest assured there is no plastic included in any of our trays. The small sheet of paper under the product may look insignificant but it’s an essential part of the manufacturing process – in basic terms it allows us to portion the meat more accurately, as it stops the product sticking to the conveyor belt resulting in uneven pack sizes. Without it, every pack would have to be manually weighted by hand resulting in a cost increase. Hope this helps, if you have any further queries please don't hesitate to get back in touch. Kind regards Abbie" In response to your dog walking away from the food, we find most dogs take to our food straight away, and indeed many dogs that struggled to eat before are suddenly very interested in their food again. However, they are all individuals and some can be a little more stubborn than others. In this case you may find mixing a little of something they've had before and love that has a strong flavour (tinned pilchards/sardines are usually our go to tip). If you have fed raw but a different brand the texture could be very different, we mince a coarser meaty mince but other brands are much finer and mushier texture. If they've been eating food with vegetables in this could be a difference too. Mixing some of her previous food in and gradually reducing that could be a good idea to get them acclimatised. We would always suggest putting the food down for 20 minutes and if not eaten then popping in the fridge and saving until the next meal. Some dogs can be stubborn and if they are turning up their nose at more than one mince it would suggest it's not that it is dislike (it's very unlikely to dislike every meat) but that they are just unsure of change, may be a little battle of wills but unless you have a poorly dog or a very young puppy skipping a couple of meals will do no harm. I hope this helps but if you have any further queries please do not hesitate to contact us woof@naturaw.co.uk Kind Regards Amy

Posted 1 year ago

“None if my 4dogs would eat it”

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Posted 1 year ago

“I try to be in contact but know one call me Back or help me in the customer service”

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Posted 1 year ago

Hi there Alessandro We have searched our email system and can see our customer service team have responded to your queries after receipt on 1st March at 4.23pm and then 4th March at 2.18pm - could these messages have fallen into your junk or spam folder? If you still require further assistance please could you send us a new message at woof@naturaw.co.uk and we will ensure to resolve any problem as quickly as possible. We currently do not have a customer service telephone line. Hope this helps Kind Regards Amy

Posted 1 year ago

“I have been waiting for u to get in touch with me following my complaint Twice in the past10 days still no response”

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Posted 1 year ago

Good Morning Sharon We are sorry to hear of the trouble you are having with your delivery but rest assured our customer service team have responded to your complaint as soon as we returned to work after the weekend. Our team sent an email on March 4th at 9.30am - perhaps this has made it 's way into your junk/spam folder? I have tried calling you this morning and had to leave a voicemail, we will try our best to get through to you as soon as possible to resolve this. Amy

Posted 1 year ago

“My order was delivered to the wrong address so I contacted naturaw the same day on 2 different email addresses to resolve the issue. I still have not received a reply over a week later!”

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Posted 1 year ago

Hi Mark, this doesn't sound right we respond immediately to messages - I can't see any communication from you in our system, which address have you contacted us on? Please use customerservice@naturaw.co.uk - we are looking out for your message

Posted 1 year ago

“I was really impressed by the product and packaging and was hoping that my French bulldog would take to it as she is a fussy eater. Tried everything to entice her into eating the food, but unfortunately she was having none of it, not even a little taste. Some things are not meant to be, so I will continue my exhaustive search to find the right food that suits her!”

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Posted 1 year ago

“Sent my wool liners back 4 weeks ago and still waiting for the company to process the return. Lost patience with this supplier”

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Posted 1 year ago

Hi Jonathan, we have taken a look into this and while there is currently a 3 week back log for wool returns unfortunately there has been some human error in applying your credit. An email has been sent explaining the situation and your account credited accordingly. Kind Regards

Posted 1 year ago

“Unfortunately my puppy, even after a slow transition from another raw food, refused to eat the puppy forage. It was an expensive mistake.”

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Posted 1 year ago

“My dog will not eat the chicken or lamb only the beef ,when I contacted natural to ask why the food is all grey and pasty I was told that it depends on the batch ,then why are all three meats grey? The advice I was given to get the dog to eat it was to add yoghurt or tinned fish ,this is not great when I am paying a premium price for the food.”

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Posted 1 year ago

the color/texture is actually pretty easy to explain. When you add all of the whole food ingredients (most of which are green, or purple!) to red meat, it dulls the brightness of the meat somewhat. It’s the same cuts of meat we use in all our products but a mince of eg. Just beef and chicken, is going to be far more vibrant red than one with 15 addition whole foods, organic veg and botanicals. Texture wise, we intentional mix Forage products thoroughly to a slightly finer consistency than our original range, this is to ensure accurate distribution of all the many ingredients. A chunky mince may look nice in photos but it will not be consistently mixed so that every spoonful contains the right amount of everything. This is so important with a meticulously balanced complete food. Forage still has a chunkier texture than most commercial true complete food on the market.

Posted 1 year ago

“My two Jack Russell adolescents would not eat any of the food , I ended up throwing away virtually all the delivery . Never again would I order anything from you . Why did I place the order ? I was ordering online and I mistook my regular supplier for you . £68 thrown away .”

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Posted 1 year ago

Hi Brian, This review makes no sense. If you could order from the wrong company throughout the entire ordering process then it stands to reason this review may not be the most accurate. Our food and our company are multi award winning, we pride ourselves on every tub that leaves the kitchen. We've been awarded by the King, we are a certified B Corp, our customer reviews are almost exclusively positive. If there is an issue we would ask you to contact customerservicenaturaw.co.uk rather that leave a defamatory and questionably accurate review for a small business. All the best

Posted 1 year ago

“I'm afraid my dov refused to eat it!”

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Posted 2 years ago

“DID NOT RECIVE THE ORDER EVEN THOUGH I HAVE ORDERED FROM YOU FOR MONTHS. THE POST CODE WAS WRONG. DPD WAS NO HELP. YOU ONLY OFFERD ME A PERCENTAGE OFF MY NEXT ORDER THAT IS NO GOOD WHAT SO EVER.. I WILL NOT BUY FROM YOU AGAIN AND HAVE TOLD ALL MY DOGS FOLLERS ON INSTERGRAM AND TIKTOK YOUR RUBBISH”

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Posted 2 years ago

I have checked over communication and can see that you entered an incorrect postcode when you ordered. The team tried their best to contact DPD after you realised but it was too late and the parcel was (correctly) routed to the postcode that you entered. We very generously offered you a 50% off voucher even though it was something that was not remotely our fault.

Posted 2 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	98%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

Naturaw Reviews