Review Time
I’ve been a loyal customer for over 6 years, but this recent experience has been completely unacceptable.
My order was placed on 1st January (it's now been 13 days) and still hasn’t arrived. What’s worse is the total lack of communication. I received no emails explaining the delay, despite sending multiple messages myself over several days. Every email was ignored. The only way I managed to get any information at all was by contacting the company through social media — which should never be necessary.
Judging by other reviews, this is clearly an ongoing issue. Continuing to advertise next-day delivery on the website while failing to meet even basic delivery expectations is misleading and unacceptable.
After many years of loyalty, I’m extremely disappointed by how this has been handled. The lack of response shows a clear disregard for customers. I’ll now be taking my business elsewhere, as it’s obvious that loyal customers are no longer valued.
First attempt and made an order on 7 Jan. Today is 11 Jan and still no updates. Sent an email to request for refund and I hope they will respond. It's rather disappointing because food for cats running out now and need to order elsewhere. I happened to see recent reviews here reflecting similar customer experiences. If they don't have the stock or manpower to proceed with customer orders, they should not accept new orders. Poor management and irresponsible.
Used to be amazing. The food we ordered was always delivered within a day or two. Recently however they have completely dropped the ball. My last order was on 2nd Jan and given an estimated delivery of 2-3 days. It still hasn't arrived. I emailed on 7th Jan and have heard nothing from them. I did get a message from DPD yesterday stating they were expecting my parcel however this morning a received a further email from them saying the parcel has been delayed. Still nothing from Jurassic Bark themselves. I have bought my dog food from here exclusively for the last few years and will not be ordering again!! They have turned into an absolute joke!
I have been using Jurassic Bark for around 5 years without issue. We have placed two orders recently that just haven’t shown up “unfulfilled” - we have a subscription so never run out - until now. No response to emails. Have had to go out and buy from a local supplier - still 20 mins away due to the particular feed. Something has happened with this company as you can see with other reviews - loyal customers are leaving - as shall we.
The website is easy to use and the prices competitive. However, for the second time recently I have had problems with my order which has required contact with customer service. The first time, an email seemed to get the wheels moving and my order was fulfilled in a couple of days. Unfortunately this time was different.The website stated they were "Still open and shipping over the Christmas period" offering next day delivery. On that basis I made an order on the 30 December. Having chased the order, I discovered that the item was not in stock and they could not give a solid assurance when it would be. For some things I am happy to wait but when it comes to food for my animals, I have a duty of care and I need to know my supplier is reliable. I have therefore cancelled the order.I want to support family businesses but I regret that until serious improvements are made, I cannot recommend this one. There needs to be clarity about stock levels, lead times for orders and any issues outside their control which may delay fulfilment. Please do not give the impression that it's business as usual when it clearly is not. Unmet expectations turn into negative reviews, which damages trust and reputation in what is a very competitive market.
I placed an order on 28 December after checking the stated delivery timeframe of 30 December–1 January, which was the main reason I chose to order through Jurassic Bark rather than directly from Eden, especially as the price was slightly cheaper with a discount code.As of 2 January, I have received no updates beyond the original order confirmation. Attempting to track the order simply redirects back to the confirmation page stating I’ll receive an email when the order is ready, which has not happened. I emailed on 2 January and received an automated response advising that email replies are now taking up to 72 hours, and I have been unable to reach anyone by phone.This is particularly stressful as the food ordered, Eden 80/20 Puppy Cuisine, is not stocked in local pet shops, and ordering directly from Eden at this point would still mean delivery after we run out. We have a four month old puppy with a very sensitive stomach, so what are we expected to do as sudden food changes are not an option and it's not like we left it until the last minute.After trying to leave a review, I noticed on Trustpilot that many other customers have reported similar experiences over the past few months, which is really disappointing. I have seen mentions that delays may be due to illness within the family and while I genuinely wish them well, the website should be updated with realistic lead times and customers should be proactively contacted when orders cannot be fulfilled as promised.At this point, I do not know how I am meant to cancel the order or receive a refund due to the lack of communication, and I may have to contact my bank to recover the payment if this continues.Sadly, based on this experience, I would not recommend ordering unless communication and fulfilment improve significantly.
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Jurassic Bark Online, originally rooted in Littleport, Cambridgeshire, has grown to become one of the most popular pet supplies stores in the UK. We provide food and accessories for cats, dogs, small animals, exotic pets, and aquatic creatures. Our extensive range includes pet food, tags, leads, collars, and hygiene and veterinary products. At Jurassic Bark Online, we offer unbeatable prices without compromising on quality, ensuring top-notch pet food and exceptional customer service.See more
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