KatKin cat food changed the recipe, package and weight of portions

coconutcurls

the_lunatic_is_in_my_head said:

OP if your order was a 1 off issue I'm sure they'd refund you but given the number of complaints the cost to them could be high which means they will either dig their heels in or refund people to keep custom. 

In terms of rights, are those photos above accurate?

the_lunatic_is_in_my_head said:

OP if your order was a 1 off issue I'm sure they'd refund you but given the number of complaints the cost to them could be high which means they will either dig their heels in or refund people to keep custom. 

In terms of rights, are those photos above accurate?

the photos are accurate and I wish we could smell through the screen

does it look like the same recipe to you?

they say ingredients are the same, food changed due to cooking methods to accommodate new package - new package is worse btw

it is har to return as it is frozen goods

I doubt their T&Cs say they can change recipe whenever they feel like but I will check now

coconutcurls

the green one is the new 

coconutcurls

Just have a look at their instagram or facebook and see what ppl are saying - it is not only me being precious or whatver. It is truly outrageous. 

Some ppl were charged and didn’t even receive their box

Some received a box and the food was already defrosted and usafe to serve

oldernonethewiser

coconutcurls said:

Just have a look at their instagram or facebook and see what ppl are saying - it is not only me being precious or whatver. It is truly outrageous. 

Some ppl were charged and didn’t even receive their box

Some received a box and the food was already defrosted and usafe to serve

The delivery issues are separate from the food not being acceptable.

As people have posted check the T&Cs very closely and like others make sure you leave them appropriate feedback.

coconutcurls

macman said:

I find it impossible to believe that they would put the revised product to market without extensively testing it on buyers first.
The portion size change allegation is absurdly simple to resolve, because the weight will be shown on the packaging. Has it changed or not? The OP doesn't respond on this point. 
Most likely it is the same weight, but at a higher density, to reduce packaging and transport costs.

The OP has other things to do then respond when you demand lol

check my updates and the other photos here

check their social media so you can see other complaints 

and ultimately it is not what customers signed for

the package impacted everything about the food

coconutcurls

@Aylesbury_Duck

the cats understand the difference in taste and texture  - I'm sure you too would if the only food you eat changed completely, wouldn't you?

oldernonethewiser

coconutcurls said:

macman said:

I find it impossible to believe that they would put the revised product to market without extensively testing it on buyers first.
The portion size change allegation is absurdly simple to resolve, because the weight will be shown on the packaging. Has it changed or not? The OP doesn't respond on this point. 
Most likely it is the same weight, but at a higher density, to reduce packaging and transport costs.

The OP has other things to do then respond when you demand lol

check my updates and the other photos here

check their social media so you can see other complaints 

and ultimately it is not what customers signed for

the package impacted everything about the food

How did a change of package alter the recipe?

coconutcurls

oldernonethewiser said:

coconutcurls said:

macman said:

I find it impossible to believe that they would put the revised product to market without extensively testing it on buyers first.
The portion size change allegation is absurdly simple to resolve, because the weight will be shown on the packaging. Has it changed or not? The OP doesn't respond on this point. 
Most likely it is the same weight, but at a higher density, to reduce packaging and transport costs.

The OP has other things to do then respond when you demand lol

check my updates and the other photos here

check their social media so you can see other complaints 

and ultimately it is not what customers signed for

the package impacted everything about the food

How did a change of package alter the recipe?

That is what they are claiming - because of the new package they had to change the cooking method and the food now is like a soft, watery paste rather than chunky with pieces of meet. They say the ingredients are the same but how will we know that? The fact is, cats are not eating it, so even if the ingredients are the same, the texture is not and certainly the taste is different.

As humans I don't believe the customers tasted it before and after which is a real shame, we can only say that cats were happy and cleaning their bowls to not be able to eat at all.

the_lunatic_is_in_my_head

oldernonethewiser said:

coconutcurls said:

macman said:

I find it impossible to believe that they would put the revised product to market without extensively testing it on buyers first.
The portion size change allegation is absurdly simple to resolve, because the weight will be shown on the packaging. Has it changed or not? The OP doesn't respond on this point. 
Most likely it is the same weight, but at a higher density, to reduce packaging and transport costs.

The OP has other things to do then respond when you demand lol

check my updates and the other photos here

check their social media so you can see other complaints 

and ultimately it is not what customers signed for

the package impacted everything about the food

How did a change of package alter the recipe?

From what I read they used to cook it in the pouches, now they cook it in batches and decant into tub like packaging so the packaging can be more widely recycled (so they claim).

OP I would see how this plays out, they might cave and offer refunds.

In terms of rights it’s clearly not the same product, regardless of whether the ingredients are the same or not.

I’d be pushing for a refund unless it was clear to you what the new product would be like compared to the old (do they have photos of the food on their website?) but due to the number of complaints they might have a stock answer of “no” in the hope most customers accept it. 

Tricky one really. 

coconutcurls

the_lunatic_is_in_my_head said:

oldernonethewiser said:

coconutcurls said:

macman said:

I find it impossible to believe that they would put the revised product to market without extensively testing it on buyers first.
The portion size change allegation is absurdly simple to resolve, because the weight will be shown on the packaging. Has it changed or not? The OP doesn't respond on this point. 
Most likely it is the same weight, but at a higher density, to reduce packaging and transport costs.

The OP has other things to do then respond when you demand lol

check my updates and the other photos here

check their social media so you can see other complaints 

and ultimately it is not what customers signed for

the package impacted everything about the food

How did a change of package alter the recipe?

From what I read they used to cook it in the pouches, now they cook it in batches and decant into tub like packaging so the packaging can be more widely recycled (so they claim).

OP I would see how this plays out, they might cave and offer refunds.

In terms of rights it’s clearly not the same product, regardless of whether the ingredients are the same or not.

I’d be pushing for a refund unless it was clear to you what the new product would be like compared to the old (do they have photos of the food on their website?) but due to the number of complaints they might have a stock answer of “no” in the hope most customers accept it. 

Tricky one really. 

I cancelled my subscription so did a lot of other customers, they are in big trouble 

Also because of their advice of "keep trying" no one will be able to return the whole box back 

It is a !!!!!! show