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Reviews 614
Julie W
Jul 10,2023We've been feeding raw for 9 years. We recently tried Darwin's with our 12 week old Bernese Mountain Dog puppy. We transitioned to raw immediately at 8 weeks when we brought him home. Was kibble fed by the breeder. Went very smooth! Healthy, firm stools. I've been transitioning to Darwin's for over a week using their chicken. Something to add into his rotations. My puppy has gone from 3-4 stools a day to 12 plus a day! Also the chicken does not smell high quality. Somewhat old and sour. Came frozen so no issue there and I thaw one 4oz package in the fridge overnight. I was feeding 4oz a day to transition. One package thawed per day and 1oz in each of his 4 feedings per day (1/4 of his meal). I started the beef yesterday and continue with only 1oz per meal 4x a day. His diarrhea has gotten worse. UPDATE: Stopped using Darwin's. Returned to only using the other premade raw which he's been eating since 8 weeks old. Diarrhea stopped and he's back to 3 to 4 healthy stools a day. I also emailed Customer Relations and have not received a response from them.
Ann R.
Jul 04,2023I have been a customer for nearly two years and my cats love Darwin’s food. Like many of the other customers I too have had recent problems receiving my automatic shipments since mid-May. I receive 20 lbs of food every three weeks on auto ship. My May shipment was two weeks late and only shipped because I kept calling. We were out of food for those two weeks. The next shipment in June was incomplete because they were “out” of chicken for a week. Well, it’s now going on two weeks and we are out of food again with no idea when our food will ship. My cats get sick when eating other food because we cannot properly transition their diets due to these unexpected food outages. Sadly, we are going to have to search for a more reliable food supplier. I’m not sure what’s going on at Darwin’s but it seem to me to be more than a “system glitch” they keep referencing.
Karen D
Jul 01,2023I have been feeding my Dog Darwin's for over 8 years. While there has been hiccups with orders Darwin's Customer Service has always been super helpful. My pets health is that of a pup, he has gobs of energy, he loves eating every day and gets mad when its late. All in all Darwin's meals are the best out there!
tara-lyn rose vasquez
Jun 30,2023i emailed customer support as well as the email included in other review responses. kimberly doesn’t answer either. have yet to receive a response or refund. placed my first order and got notification from UPS that the package was damaged and empty and they notified the sender. should’ve believed the reviews when i read them. buyer beware.
Rachel P
Jun 29,2023I was so happy to find Darwin's. My dogs health improved tremendously but something happened with them and I didn't receive my order. The person that emailed me back once was rude and not helpful when I told them we have a camera and no delivery was attempted. UPS sent a claim and we still have no refund. No one answers the phone. I'm cancelling my service and I'm so sad to have to start looking for something new again. I guess I'll have to call my bank and file a claim to get my money back. They must have gone belly up or something. What a shame.
MagicCats
Jun 27,2023Joining the chorus of complaints regarding the complete lack of customer service, incorrectly shipped packages, and receipt of rotting meat. We have a kitty who requires raw food. We researched companies like Smalls and Darwin’s and landed on Darwin’s as the recipe/ingredients seemed most aligned with what our girl needs. We received the special promotion pricing for our first package -that’s when the issues started : We never received notice that the packaged shipped. Numerous emails to customer service were unanswered. Trying to reach anyone by phone was impossible as there an automated message playing at all hours that states there is a high call volume and to email. I did -see above. Food finally arrived -with no ice , thawed completely and practically stewing in its own juices as temps are in the 90s here. The package smelled overwhelmingly of rotten meat. It all went straight to a freezer to await disposal (we can’t leave it in our garbage bin as the smell is horrible). To make it more interesting , someone at Darwin’s keyed in a incorrect zip code for our order -per the Fed Ex label it looks like the order needed to be rerouted. (Our zip is correct on our order confirmation and account .) I called and left another voicemail asking for a refund and immediately canceled our autoship. Have doubts I will hear from anyone. I have no idea if this food is a quality product or not given what we received. But I do know that I do not feel remotely comfortable taking a chance on raw food for our girl from a company that has no quality control at any step of the process and a total lack of customer service . If Darwin’s is in this much disarray with logistics and customer service, I don’t want to know what is happening at the food production site.
Jill
Jun 23,2023This rating is for the customer service not the food, which is really good. My dog Coco is on a kidney diet and she loves Darwin's kidney diet food. The problem is, every time I need to order, I have to call customer service since it is a vet approved diet. I don't know what is going on with the company, but they never answer the phone anymore. The message says to email them. I have emailed 4 times in the last month with no response. They never respond anymore to emails or calls. That is no way to run a company. I now have to look for another kidney diet that is also grain free. Hard to find. UPDATE: I originally gave the rating of 2 stars. After this posted, Darwin's reached out to me - FINALLY. Thank you Trust Pilot. Darwin's immediately shipped out my dog's food and I got it today. I also like it that their shipping and packing materials are all recyclable. I am now on auto ship so hopefully from here on out things will go smoothly. Paws crossed.
Lauren W
Jun 16,2023Love the product but reached out to inform Darwins that I was wondering if I could get my raw shipment earlier with zero interaction until I received an email over a week ago now. They informed me they worked be getting the order out quickly. I sent ash email 2 days ago nothing… then yesterday we spent almost an hour on hold to be disconnected. My cats rely on a raw diet and now we are left scrambling. Darwin’s, if you check your email as quickly as you do your reviews you would see 2 emails responding to my original email and your response from over a week ago. I have been a customer for over 2 years… certainly you can find my account.
Peter
Jun 10,2023Stay away! They have consistent quality issues in packaging. The packages are not sealed correctly and leak when defrosted and the meat looks spoiled. This affected about 10-25% of the packages. My dogs have had bad stomach reactions on occasion, presumably from spoiled meat. In addition, they have shipment delays causing our dogs to not have any food for several days, so we had to find an alternative.
Marcello Davis
Jun 08,2023I have been getting Darwins for several months and can say the experience was fine until recently. I changed my order, and during this process, my order was completely delayed. The original shipping date stated 5/29 which was on a holiday. I expect delays from a holiday but also had a buffer of a week of food storage, so I was fine. During the week I never received an email nor did I get a notification from UPS that a shipment was on the way. I emailed and requested a callback on Sunday/Monday, June 4/5, first thing in the morning. Did not receive a response and was forced to call back on June 6 and wait on hold for an hour. Time is money and I should never have to spend this much time to figure out where my dogs' food is when I have been a consistent customer for months now. Needless to say, their customer service rep was very nonchalant as if this was not an issue. Having this type of delay without proper communication channels, has forced me to start looking for alternative solutions that I can trust. Their dog food has done the job for my little guy, and I have no complaints about the food when it arrives.
Nicole
Jun 07,2023My dog and cats have been on Darwins for over 2 years now and doing wonderfully! Less smell in the litterbox/poop bag! Some hiccups or delays have occurred over the time due to holidays, weather, or a missing item in the order but they are usually really quick to address and solve the issue, and even ask about my pets and how they are doing.
Annie Corbin
Jun 06,2023I have been waiting for my order for weeks now. My cats are now sick due to being unable to tolerate other food. You are supposed to transition them to new food slowly, and the lack of communication on Darwin’s side did not give me the ability to do so. I was told my shipment was headed out Monday, and I still have not gotten a tracking number or confirmation. I am beyond frustrated. I expect a full refund due to the amount that I have had to spend on other food for my cats to either turn their nose up to it or get sick on. This is not acceptable. If a human was depending on this food to survive they would be dead by now waiting. Subscription service is expected on time, not 3 weeks late. This is beyond unacceptable and truly frustrating. I should be able to be provided a tracking number and my order should be overnighted along with a full refund for waiting 3 weeks past the delivery date.
Amanda Campbell
Jun 06,2023I ordered the introductory deal ans was extremely satisfied. My cat is healthy, energetic, and LOVES the food. However, when you sign up it says they will email you when your autoship order is coming up. They did not email me at all. My first warning was a near 200 dollar charge on my bank account. As soon as I saw the charge, I rushed to Darwin's site and cancled the shipment. I then emailed customer service to confirm the order is canceled and I would be refunded. Customer service responded that I shouldn't worry because the order was canceled and it looks like I haven't been charged. I HAVE been charged! My rent bounced due to this charge and I ended up with extra fees from my landlord AND my bank! If I do not receive a prompt refund I will get a lawyer involved. Thank goodness I pay for legal insurance.
valerie palmquist
Jun 06,2023My 18 year old min pin is so much healthier now. I thought she was dying because she was down to 13 pounds. My daughter found this food. On the introduction offer (so less than a month, she has not only gone back up to about 17 pounds but she is alert and playing!! So grateful for this. She is also a non standard minpin so nobody worry about her weight. Lol. THANK YOU. Valerie
Kimberly Fairchild
Jun 03,2023There is so much wrong with Darwin’s that’s it’s hard to write or all up. The food is awesome bu something is terribly wrong at Darwin’s. I have not received my shipment from mid-may but it says it was shipped. Trying to contact customer services is impossible. I have sent emails. Left voice mails. Requested a call back. And nothing. I was told I would receive my order from mid-May yesterday June 1 but I did not. And now calling today they are saying they are closed although I’m calling during regular business hours. I have no idea what to think. I have been a customer for years and I have sanctuary dogs and the food is critical. And now I’m out. I can understand issues but this lack of communication and transparency on when to expect my shipment, even updates on the website would be appreciated. Darwin’s - what on earth is going on?!?!?
Andrea Confalone
May 26,2023I have been a Darwin's customer for over 6 years.I pay over 300.00 every three weeks to feed my two golden retrievers a full raw diet. Their delivery never arrives when they say it will. My most recent experience is BEYOND frustrating. I have been unable to speak with anyone in customer service- nor have my emails been responded to. They have charged by account 441.00 but I have no food. I have NO FOOD. I need to go a local establishment to buy food to feed my dogs. I will be cancelling my subscription. I will be happy to put my 4000.00 dollar per year pet food order to another company. Their company never use to operate this way.
Stephen Hoffmann
May 14,2023Been using this food for about 3 months now. I can tell it is quality and my cats have been more energetic on it. Their customer service reps are super nice. HOWEVER, they can't seem to get their heads wrapped around what a subscription is and why we subscribe. They seem to haphazardly ship whenever it suits them and I end up running out of food EVERY TIME despite calling to complain and adjusting my order size or order date. I would only recommend Darwins to people who have a huge amount of room for stress and anxiety in their lives.
Chael
May 14,2023Never received shipment nor information but it shows in the orders that it was completed. UPDATE: Still waiting on refund which was promised. I’ve emailed asking about my refund if I do not receive it by the end of this week then I will need have my bank deal with them.
Michelle Akers
Mar 25,2023Just wanted say after being a customer for nearly eight years I was dismayed when my shipping went up to $150. So I found another raw pet food brand in Pennsylvania. They only charge me $40.00 for shipping for the same 20lbs of food and I live in Alaska. Like Darwin’s they send it on Monday and I get it on Thursday. Maybe you should dump UPS and switch to FedEx. Sincerely, Michelle Akers
Julia D
Aug 11,2023All of the other negative reviews are absolutely correct, this company is so disorganized with their shipping and they put LITTLE effort into trying to support their customers or even help them understand what is going on. I tried their special new customer box- which was cheap and worth it to try. I turned on auto ship when setting this up, and about a month later when I saw an email to remind me about an upcoming delivery, I went to cancel it as I still had food in the freezer and did not need more. Their email stated they just needed 48 hours to cancel or change an order, so I cancelled within the 48 hours. I even got an email confirming I had cancelled. Then, a few days later I get charged $180 for an order and I get a box full of stuff at my door. I wish I could have returned the product and save myself from dealing with their terrible customer service, but it was not the case. To make a very long and confusing story straight- they admitted (after an initial BS email containing no helpful information or even an apology) that they had "just changed their policy to 72 hours notice, not 48". NOWHERE did they state this on their website or in an email so that customers would be aware of this important change. I cannot believe they would not give their customers any notice whatsoever. Not only did they basically admit it being their fault for not telling me at all about this change, but they said nothing could be done. I had to push to get a manager to let me know they could give me "half off". This is the most ridiculous company I have ever dealt with- it seemed like they were trying to pull one over their customers and get away with taking our money and gaslight us into thinking we customers are at fault for THEIR major mistake. How would I know to give more notice if they do not TELL ME? I didn't even mention this to customer service (not like they would have cared or helped) but the first beginner box I got did not come with the welcoming guide or storing box as listed, and my cats both threw up several times as some of the meat I received was spoiled and not packaged right. (I strictly followed thawing and feeding guides, so I know it was not me). I am still in awe on how this was dealt with, and I would not recommend this to others. You better hope nothing goes wrong with your orders or you will be screwed! UPDATE: They did finally give me a full refund after I emailed another time and wrote this review. Although I am glad we came to this conclusion, they made it very hard to get the refund I deserved. Every person I spoke to came up with a different excuse for why my order went through (and none of it made any sense). Seems like the company just tells these people to say whatever they can to hopefully stop the customer from getting the refund they deserve. Very unorganized and almost scam like!