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Feed your dog as nature intended. 100% British, Human-Grade Premium Super-Complete Raw Pet Food that's rich in natural ingredients.
1st Floor, Unit 1, The Maltings, 16 New Road, SG12 7BS, Ware, United Kingdom
Excellent quality and value. Large portions. My dog absolutely loves it. Huge choice and no trying to tell you that you have to buy what others think your dog should eat. My dog goes balistic when he sees the box and I have to wrestle his head that he buries inside trying to pull out the trays lol. I would definitely recommend that if you want your dog to be happy buy from this company
Just discovered Superraw and entire experience been brilliant. Customer service quick and friendly, packaging excellent and most importantly my dog loves it - so everybody happy !!! Would highly recommend 👍
The payment came out on 19/12/20 but I have not received the goods!!!! I emailed late December with no reply to date! So not happy and want to know when I am going to be refunded!
I have been contacted by the company who have refunded my money. But I have no email as far as I can see, my junk mail foldrr only goes back to 23/12 so I can’t check if you emails went into my junk or not. But they didn’t come to my inbox. I tried this company as I am someone who likes to encourage and support small business, but as explained by them today my order was too small. Unfortunately I do not have a large freezer so cannot stock a lot at once. I wish them well.
Reply from Superraw
Hi Carol,
We have had a look at your account, your order was cancelled & refunded to you successfully on 22/12/21 at 3:45pm due to you only ordering 4 packs for delivery and not paying any delivery costs by selecting the minimum order warning as a shipping choice, You agreed to our terms & conditions at check out, which states: "1.1 Our Minimum order requirement is 5kg (10 Packs) This is due to the capacity of our smallest insulated boxes & sending out any less would have a greater risk of arriving defrosted/damaged. Orders under 5kg will be cancelled."
We did send you an email to confirm this and you would have received an automated confirmation email regarding your refund by our system: Please check your email junk folder to find confirmation of this.
As a small family run business, we are saddened by this review & apologies for the confusion.
Just picked up my second order of a variety box, both orders have been fulfilled very promptly and Superraw are always quick to respond to email queries. Great customer service, and my 3 month puppy loves the food! They have just introduced new boxes for the food which should be more robust and are easy to stack in my freezer. I highly recommend Superraw to anyone looking to feed their puppy/dog a raw food diet.
All my dogs love it range of ages 22 months, 5 yrs 10 yrs 14 yrs and 15 yrs clean bowls all the time
Great products and arrived on time as expected. My old girl is still getting used to the raw meat and I have to flash fry it for it to be palatable for her.
Unhelpful and unwilling customer service in relation to a damaged delivery. I picked it up from the depot as missed the delivery, however it was all smashed. As the item was not in my possession until then, I cant be held responsible for it, however this company is refusing to refund or replace, instead saying its my problem and they won't be helping.
Reply from Superraw
Hi Rebecca,
Upon further investigation with Parcel Force it appears they successfully sent a delivery notification via text message & Email on the 23/11/2021 at 8:49am to let you know your parcel would be delivered that day and a delivery attempt was made at 13:27 unsuccessfully, another text message and email was sent 23/11/2021 at 15:35 to rearrange and a second delivery attempt was made again on the 24/11/2021at 12:43 with prior text notification. We can see you then collected from the depot on 25/11/2021 at 13:20 (2 days late) which would result in defrosted and potentially damaged goods from all the transportation to and from the depot.
Unfortunately, we are unable to replace or refund an order when a customer has failed to be available for the delivery with appropriate notice (Email & Text) by the courier service (Parcel Force), as this happened on various occasions that week we are no longer liable for the food. You confirmed you had read & accepted this risk by checking the Terms & Conditions tick box at Checkout.
"2.3 SuperRaw Ltd will not accept liability for, or refund, any missing/damaged parcels if the consumer choses to use a safe spot with the courier or fails to be available for delivery with appropriate notice."
As a small independent business we hope you can understand we do not have the funds to replace or refund products that were sent out successfully to the customer and the courier successfully attempted delivery on time.
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