Thedogsbutcher Reviews 116

Plastic found in food. Poor customer service communications. They admitted to clear plastic bags in production and then tried to refute this claim. They claimed to not receive emails even though they made no efforts to resolve the issue. They ensured a refund which they then informed me I could not receive, only from the stockist. This matter took two months to resolved which is appalling.

Since reading some more reviews, it's clear that Jo is the route of these issues and needs to be fired. She is a detriment to this company.

Food has always come on time and the quality has been good. Still all frozen on arrival.
My dogs love the complete minces which they are usually fussy with as they prefer bigger chunks.
Surprised at the other reviews as I have had no issues, so cannot comment on their direct customer service either way.

Ordered a few of their products and wasn't happy with the quality so emailed them and long story short, got called a liar, told I need to "seek help", told that they were going to contact every supplier and tell them what a "difficult customer" I am, and trash me all over social media!

I think she must have realised how bad her emails were as tried to tell me it was illegal to share/screenshot emails without permission which is categorically not true.

I can see from the other reviews that I'm not the only one unfortunate to deal with Joanne!
I'm 100% sure she will further demonstrate her atrocious customer service skills in her reply to this review.
Please check out my google review of the company with screenshots of Jo threatening to tell every supplier what a difficult customer I am as apparently I'm lying, a shame I cant upload pics on here!

REPLY TO OWNER: Jo, thank you for proving my point!

2ND REPLY TO OWNER: Please do enlighten me as to who else thinks I'm rude?

3rd Rely to owner: Jo it's completely legal, go and look at a law book!
If you however slate me then you will personally be sued for defamation of character (slander) FACT
You have no idea how to deal with complaints and take them all to heart which you shouldn't.
I never said your bones weren't packed my weight I stated that for the 3 years I've been buying them your KG bags always used to contain 3-4 good size bones, not multiple offcuts and fat. When asked (multiple times) why you have decided to lower the quality of your product in this way you were not able to provide an answer.
I have not been rude but direct since you have been very rude and unprofessional with me.
Threatening people with slander and telling them to "seek help" is not exactly a professional approach to a disatisfied customer.
If you continue to threaten me I will take legal action against you.

4th response to owner: You started off by stating that you never said you were going to trash me (which was a lie as I have the emails to prove it) to then openly admitting you will, so thank you for providing me with the evidence I need to take this further!
I've made one complaint but that makes me a serial complainer?!
So in retaliation for not being a satisfied customer and making a complaint (which is my right) you've openly stated you will now tell every company you supply to not to sell to me! I will contact all the companies you supply too and under a FOI find out exactly what you have said about me which will give me additional evidence to strengthen my case against you.

5th response to owner: I don't think You quite understand how a FOI request works, but please do carry on.

I’ve been using The Dog’s Butcher for several years to feed both my dogs and had absolutely no problems.

Stuff arrives quickly and for price it’s as good or better than any I’ve found. And the dogs love the variety of bones, minces and other meat.

The website and ordering system has improved over time as well.

Really surprised to see a number of negative reviews.

My dogs love this brand. Having had a very bad experience with another, similar company (where there was blue plastic and 7cm bone in some of the completes & an aggressive company response), we are relieved to be using TDB, who genuinely seem to care about customer service and quality control

That's the first tripe I've bought that the dogs refused to eat, strangely it didn't have much smell to it either, normally they go mad for tripe. I gave it to a friend but their dog wouldn't eat it either.
The 2 pack turkey necks are listed with the additional information of 1kg but when they arrived over half were barely 100g each, when I queried this I was told that the additional information was for courier purposes only - if this is the case then it should state that on the listing as this is mis-selling. I requested a return and refund but decided against it in the end, as the customer service response came across as quite standoff ish and unfriendly, so I wasn't sure it would go smoothly, therefore I decided to cut my loses and not waste any more time.

Just don't buy from these rude people! Never have I ever experienced appalling customer service like theirs!

As a customer who regularly orders large amounts of food from Jo at TDB, I can honestly say that over the four + years we have bought their products, we have never had anything but great Customer Service and professionalism from the team. If there is ever a mistake, which does sometimes happen, it is rectified with out any rudeness or harassment which has been mentioned in previous reviews.
The food is a fantastic quality and very popular. A great Company to order from, considering what is looked at from other Companies, as Customer Service.

Would certainly never order from these cowboys again and would advise others not to order either as the attitude of the staff is absolutely ridiculous. If you want your personal information exposed online then this is the place to order from as after reviewing the company with problems I received with delivery “that they could not take up personally with DPD” my personal information was threatened to be exposed by the company online which breaches data protection. Also received numerous threats and allegations of slandering the company when leaving a review of my experience. Joanne McMahon in particular continued to harass and abuse me via emails after continuing to tell her to stop contacting me. She stated she would expose my emails with personal information. I had no problems with the emails being uploaded as it’s embarrassing on her and the company’s part but you don’t expose customers details. Every company has the right to respond to a review but not threaten to expose my personal information along with this. She messaged me at 5am on Friday morning saying spam time!!! She also replied saying Ditto? Is this a respectable business? They are very rude and arrogant if something goes wrong and clearly need £40/50 more than the customer. She abused and harassed me continuously for 2 days with emails coming in at 11pm at night and the 5am in the morning. I would certainly advise against using this company as when you review them they claim slander and state they have ever right to expose personal information as it’s detrimental to their business. She said I was a liar on numerous occasions when I had only left my experience for others to see which I’m entitled to. After leaving a review you don’t get a choice to respond to the nonsense they reply making you out to be the bad one. Also blocked me from reviewing them on google in which Joanne stated was the only service she used for reviews. This is the worst experience I’ve ever had with a company. I had an issue and received nothing but cheek and abuse when she contacted me regarding this and that’s why I’ve left various reviews. My partner left a review on here for them to respond with the most outrageous rubbish I’ve ever heard yet she can’t comment back. If anyone want the emails from thedogsbuther from me to see for yourself reply and I’ll send you them. It’s disgusting. A shambles of a company.
EDITED TO REPLY FROM COMPANY BELOW:

I have loads better to do with my time than argue with you. Your email came through at 11pm and against 5am saying spam time you’re embarrassing. My partner posted a review to which she couldn’t reply to so I’ve now left a review as I have on other forums. We contacted you to resolve the matter and you keep stating the fact we should take responsibility? Post your emails of my personal information as you said you would proving the issue was an easy mistake to make and that DPD never left the parcel in a safe place in which you couldn’t resolve. I don’t want a refund you need it more that me but you’ve harassed me and been abusive over leaving reviews. Your company is disgusting. Your behaviour is disgusting. The way you treat customers is disgusting so good luck to your business as I’m sure now many others won’t bother. As for the “apparent lies” I’ve left an honest review of my experience. I’m sitting at home very happy but felt others should know of your terrible company now stop harassing me on emails I would send one and get 2/3 back after it. It’s not normal or professional.
EDIT TO FURTHER REPLY FROM COMPANY:

Anyone who wants to see the emails please reply and I’ll show you this woman is a complete joke

The parcel was apparently left in a ‘safe’ place which it wasn’t as it was left outside a flat meaning anyone walking past could see it & take it. So that’s exactly what’s happened. I had to drive over an hour to the address they sent it to only to discover it wasn’t in the ‘safe’ place meaning someone had clearly taken it. When I called to explain this their attitude was absolutely disgusting to both my partner & I. They told us to contact the police which we did & they told us that it’s not a police matter as the delivery driver shouldn’t have left it in a public place. Their words ‘they may as well have left in the street’ & we had to contact the company again. I did contact them & their attitude was beyond disgusting. So much so that the horrible woman hung the phone up on me. Very nice customer service. So now I have no food for my dog & will have to now look for another company. Safe to say I wouldn’t be recommending them to anyone. So before you think about ordering for your fur babies I would think twice. Clearly they don’t take responsibility for there mistakes & your treated like you don’t matter. DO NOT USE THIS COMPANY!!!!!!!

In Response to you’re reply please see below for other customers to see:

Own their own mistakes? What does that mean? Have you read the email I sent or just picked parts from it as I I’m now disputing the “safe” place it was left. Have a proper read.

As for having a Scottish grandmother and a “half” Scottish husband is completely irrelevant as I stated you clearly don’t understand Scottish folk Glaswegians in particular as you said I was nothing but rude and cheeky to you and your staff when I was making a perfectly valid point.

Thank you for advising you don’t use trust pilot you use google etc so I’ll be reviewing you on these also and various Facebook posts. As for the apparent threats your obviously very paranoid as not once have I issued any threats I pointed out the fact I was going to leave a review that I’m entitled to do. This is not a threat.

As for the breach of data protection from your company saying you will show my emails etc if I left a bad review about you on public sites is something I’ll seek legal advice regarding as this is breaking data protection so your company isn’t very trustworthy.

As for saying it’s a police matter. The police were contacted and stated it was a civil dispute between myself, your company and DPD as no proof of a crime being committed so saying about a crime reference number is irrelevant.

You should have sorted this dispute out with DPD directly as I sent across pictures of the parcel outside a communal close door for anyone in the street to see. This was not a “safe” place. This is what I’m disputing so this was your issue to resolve with DPD not myself as a safe place would have been outside my door. The DPD driver should have gained access to the secured entry door via neighbours instead of leaving it looking onto a main road. This was your issue to resolve as a company not mine personally.

Your attitude and threats are absolutely diabolical. You’re lies are extreme to say the least and your not subsidising my order due to a problem with the delivery service you use leaving stuff somewhere that isn’t safe. Forget about the items getting sent to the billing address instead of shipping address as you stated you this was an easy mistake to make. You’ll see from previous emails the photo it was left outside a controlled entry door for anyone to pick up - this is totally wrong and a problem you should be sorting. You can keep the £40/50 as you’re company obviously need it more than me it’s been absolutely pathetic.

You’re emails are also available for everyone to see should I need to upload them. So don’t threaten me with breaching my data protection as a customer. I now feel unsafe with my information being exposed by you’re company as you’ve stated in an email so you’ll hear from me in due course after seeking legal advice.
Edited
There isn’t an option to post emails on this but I’ll be sure to post them on forms about your company about folk looking for raw food. You keep saying lies and we were abusive which is a complete lie. This review is not based on a lie or the fact the delivery address was sent out to the billing address we understood that mistake the issue was you’ve took no responsibility on what’s happened. You can see from the proof I sent the parcel was left outside a controlled entry door on a main road this was not a safe place as you stated so this is your issue with DPD to resolve. Not a police matter. Please post all our emails for everyone to see. You threatened me to upload my personal information online which breaches data protection laws. You have also lied saying we were abusive and made every excuse possible. My partner will also respond via google as I can’t reply personally to your lies

We love this food :) we have been using another brand since our raw transition and wanted a little more variety. This brand came very recommended and I wasn’t disappointed. The food quality is just perfect... THANKYOU so much

Agree with the review below
I wasn’t aware that you have to order a minimum amount. Website not clear!
Refunded without explanation the other reviewer has told me more as to why it was cancelled instead of the business telling me! Not good 👎

After ordering a fair few times and relying on their delivery system to arrive in time so that we never run out of food, the day we expected food to arrive, they cancel and refund my order with no explanation, leaving us without any food for our dog and received some very rude messaged from Jo when I enquired why it had been cancelled.

she claimed a minimum order of 7kg was required, yet it states nowhere on the order screen, nor at checkout when ordering. It only says on the homepage at the bottom of numerous COVID messaging, meaning its very easy to miss. Not having this at checkout, especially when you don't even look at the homepage to select the food, you go straight to the shop section and therefore miss the tiny messaging, means that you can place the order without knowing there's a min delivery.

After searching the website for some sign as to why my order was cancelled i finally saw the message which claims your order would be cancelled immediately - insinuating the order would be cancelled IMMEDIATELY and not 3 days later, an hour before the food was supposed to arrive, giving no warning or notice for you to make other arrangements.

Jo was very rude, saying I should apologise for not reading the website, when it is in fact their fault for not making it clear, not having it flag up at checkout, not giving due notice that the order would be cancelled and meaning my dog has no food.

They have certainly lost us as customers. Appalling customer service.