Top critical review
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BAD Batch + PATRONIZING service = NEVER again
on August 18, 2013
I was very happy to have found Merrick. A seemingly all natural and grain free food for my cat. UNTIL my third purchase of their 96% Turkey. As soon as I opened a can I noticed the smell was off. Before, the food seemed nice enough for a human to consume. But NOW it smelled like GRAIN. Now this is what really threw me. HOW can a grain FREE food have such a grainy, earthy, cheap dog food like stench? Against my better judgement, I tried feeding it to my buddy anyway. He didn't want it anymore! Sadly I felt the need to use it still. (I payed $35 bucks and I need to pinch every penny I have) I didn't want to waste it. Well eventually, my buddy did eat some, and he got sick, and threw it back up...
Okay, so the food is uneatable... Noted.
So the food was unacceptable. But this is where Merrick REALLY lost me. I called in the service number. And it SEEMED that I was being understood and helped to the fullest. I explained the issue, gave them a number on the bottom of the can, and my information. I was told that I would have a brand new CASE of food shipped out to me. A week later I received an envelope from Merrick, containing four coupons, for four cans of food. This didn't begin to refund the amount of money I spent. and aside from that, this is not what I was told would be sent to me. Upset, I wrote Merrick an email explaining my frustration. I got an email back written in a patronizing tone saying, "If there's anything else we can do..." I simply explained that I felt ripped off to the fullest. Their solution was to offer me a check for HALF of my money back. Realizing that I was most likely NEVER going to be fully reimbursed for the CASE of food that I WASTED my money on, I conceded.
In the end, it was a bad batch and it made my cat sick. Was I willing to give Merrick another chance? Sure, I WOULD HAVE been willing. UNTIL they made false promises, patronized me, and (in my opinion) left me with no choice but to find a more honest and consistent pet food provider.