Reviews

Review Details

• Review fromPeter H

  Date: 06/09/2025

  1 star

  Peter H

  Date: 06/09/2025

  My cat with allergies liked the food but the customer service is terrible. They refuse to issue a refund even when the package has not shipped yet. Look up ****** reviews and you'll see that several people have similar issues with receiving refunds even when the customer is willing to ship the item back and pay their restocking fee. This is insane to me given their food is about $4 a can when other limited ingredient cat food is half the cost. For a "luxury" pet food brand with huge profit margins, the money is clearly not being invested in customer service training. What's worse than their customer service is their business practices. Some examples:(1) After purchasing your first order, you will receive a clickbait email from the CEO providing a $5 discount code ONLY IF YOU RATE THEM 5 STARS. There's a term for this: quid pro quo and it's morally questionable at best. Be aware that the reviews on their website are skewed because of this practice.(2) I left a negative review more than a week ago on their website regarding my experience and it has still not shown up. Ever wonder why there's so few reviews on their homepage? (3) They will charge your card for "presale" items immediately even though they technically don't have stock yet and can take weeks to ship. Every other ********* store I've worked with only charges upon shipment. If they do delay shipment, good luck getting a refund. If you find yourself in this situation, just request a chargeback with your bank.(4) For a "family owned, small business," you will receive AI generated responses when you reach out to their customer support.I'm all for supporting small businesses and willing to pay a huge premium if it means the owners and staff stand by its product with integrity and treat its customers fairly. Unfortunately, this business makes ******* look like the good guy. Read their return policies VERY CAREFULLY and if anything goes wrong, assume you're gonna have a bad time.

  Identity Pet Nutrition LLC

  Date: 06/11/2025

  We appreciate the opportunity to respond and clarify the facts surrounding this customers complaint.

  
  

  The customer placed an order on May 22, 2025, for a product clearly marked as Out of Stock Expected Back in Stock Early June 2025. This message was visible on the product page at the time of purchase and was also reiterated via email on May 21, 2025, to all customers awaiting fulfillment. Our system confirms this message was successfully delivered to the email address associated with the customers order.
  
  
  
  Our shipping and cancellation policies are publicly available on our website and were acknowledged at checkout. Per our policy, orders may be canceled prior to fulfillment and are subject to a cancellation fee of the greater of $15 or 10%. The customer accepted these terms when placing the order, and we have timestamped documentation verifying this. However, the customer did not follow the cancellation procedure. Instead, they initiated a chargeback without allowing us the opportunity to resolve the matteran action that directly violates our policy, which states:
  
  
  
  We reserve the right to deny any claim if a credit card chargeback is initiated before Identity Pet Nutrition has been given a reasonable opportunity to resolve the issue.
  
  
  
  Per card network rules, chargebacks are not intended to circumvent a merchants published and agreed-upon policies or to be used as a substitute for standard resolution processes.
  
  
  
  Regarding reviews, we do not suppress negative feedback. All reviews are submitted through a third-party platform to ensure transparency and compliance. Submissions may be delayed or filtered if flagged for moderationparticularly if they include misleading claims or inappropriate language.
  
  
  
  We also do not offer compensation in exchange for reviews. The referenced $5 email was part of a post-purchase experience survey, and customers are clearly encouraged to provide honest feedbackregardless of rating.
  
  
  
  Throughout this interaction, our customer service team responded promptly and respectfully. We regret that the customer chose to bypass our resolution process and escalate the situation through threats and a chargeback.
  
  
  
  As the chargeback remains active, the order is on hold per standard merchant protocols. We are submitting full documentation to our payment processor and will allow the matter to proceed through the appropriate channels.
  
  
  
  While we regret that this experience did not meet the customers expectations, their account has been permanently closed at their request.

• Review fromJay C

  Date: 04/17/2023

  5 stars

  Jay C

  Date: 04/17/2023

  My Dog loves the food, that's all that matters. Food doesn't last in bowl more than 3 minutes tops. never seen him eat his food so fast, with a shinny bowl every time. Excellent product, would recommend to anyone.

  Identity Pet Nutrition LLC

  Date: 04/17/2023

  Thank you so much for your feedback and review Jay! We are glad to hear your dog is enjoying our foods!