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

the_lunatic_is_in_my_head

sheramber said:

from T & C

Prices for our products are subject to change without notice. 
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time. 
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service. 

...................

We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected. 

I don't see those terms are enforceable, they could charge £1000 for a box of bird food and say you agreed to the terms. 

sheramber

That basically says we can do no wrong.

There is nothing on their site about what to do if product is  damaged on arrival  or has defrosted, 

I have bought frozen dog food online for years and the company gave advice on what o do in these cases which included sending photographs on the product concerned.

Their website would not encourage me to buy from them.

powerful_Rogue

coconutcurls said:

powerful_Rogue said:

coconutcurls said:

powerful_Rogue said:

coconutcurls said:

Their facebook page is full of complaints. They food, looks, smells different and the texture changed. Don't know about he taste but my cats refuse to eat it now.
The package of each individual portions changed and it is much smaller. I already cancelled my subscription but can I get my money back? I spent £60 worth on food that is going to the bin and spending money on replacements. Seeing that I subscribed for something and got something else instead, where do I stand?

Recipe hasn't changed.

The recipe and ingredients of our fresh food haven’t changed. It’s still 100% human-quality meat, prepared in the UK in our KatKin kitchen.

The only change is in the cooking method – because there are slightly different kitchen prep steps with the new packaging. But rest assured, every serving of KatKin is still gently cooked, to kill bacteria and protect nutrients. https://katkin.elevio.help/en/articles/158-what-is-the-new-packaging-made-of

Appears the new packaging is so less plastic is used.

What was the food weight before and food weight now?

Have you followed their recommended steps?

The new packaging means slightly different prep in our kitchen – which might mean some visual changes in the food. But the recipes and the ingredients are exactly the same. It’s still the same fresh food, still 100% gently-cooked meat, still made in our UK kitchen. And we've done extensive taste tests just to be sure fresh is still just as delicious for every cat. 

Four things will help when feeding KatKin:

1. Only defrost KatKin in your fridge. Do not defrost KatKin using hot water or the microwave. You can keep ~5 trays in your fridge at any one time to defrost before using.

2. Serve KatKin straight from your fridge. We recommend and most parents are reporting that this works best. Do not heat up the food, unless you really have to for your cat.

3. If you absolutely need to warm up food for your cat to eat, decant KatKin into a bowl and microwave for a maximum of 10 to 15 seconds. Do not add or use hot water. Some recipes currently fare better when reheating - Moo and Gobble look better than Cluck.

4. Do not stand over or watch your cat when feeding the new trays. Leave the room and give your cat some time on their own to get used to the finer texture.

You can also try adding our chicken sprinkles (or crushed nibbles if you have them).

It may take a day or two for your cat to accept the food, just like during the initial switch to KatKin, but persevering is worth the effort to keep getting the benefits of a fresh diet.

https://katkin.elevio.help/en/articles/162-my-cat-refuses-the-food-what-should-i-do

Do you work for katkin by any chance?

Do you have cats and used to feed them the old katkin food and now are trying to feed them the new one?

Recipe didn't change...that is what they say.... but it LOOKS different and it SMELLS different and the cats won't eat it and is is simply NOT what I signed up for.


It has been more of a week of me trying.

I don't care about the package, my cats don't eat the package.

And I don't ned the instructions how to use the new food because I did not sign up and pay for the new food SIMPLE AS THAT - when you buy and pay for something you want what you chose not something different, surely you can relate?

Only on Tuesdays.

Their website clearly states that the recipe/ingredients hasn't changed, just the packaging and due to that, the way they prepare the food.

Have you tried re-introducing the food to the cats again as the website suggests? How are you preparing the food for the cats?

You claim the sizes are smaller, is this the actual weight of the food. I'm guessing the new packaging might be lighter, thus the overall weight looking smaller, but the food weight remaining the same.

I think I’ve been naive thinking that ppl who are not going through this problem would understand

The food is inedible - don’t believe what they say - believe their customers. All the cats are refusing   

Everyone received the instructions above and tried - we don’t like playing around with cat’s food, we don’t like wasting money

Posting the instructions above may have been motivated by good intentions but it is incredibly patronising 

Katkin disconnected their phones and is not replying to emails due to complaints

They can’t say the product is the same if it looks different, smells different, has a different texture and colour and the cats are not eating anymore and that is the whole point

Nobody signed up for the changes or for the new food - it was imposed

Intrigued as to how showing what KatKin have advised is patronising. How was I or anyone else you had known or followed these steps?

I've looked on their facebook and seen a few complaints, including one person that belives a pharmaceutical company is putting drugs in the food and another saying it's a conspiracy to start with animals then move onto humans. As such i'd take a lot of it with a pinch of salt.

Katkin claim to have over 150,000 customers, so a small number of complaints in comparison.

Looks like your only option would be to send a 'Letter before action' and start legal action in the Small Claims Court. Maybe because you believe the goods are not of satisfactory quality under the Consumer Rights Act. I imagine Katkin will defend this claim.

powerful_Rogue

sheramber said:

That basically says we can do no wrong.

There is nothing on their site about what to do if product is  damaged on arrival  or has defrosted, 

I have bought frozen dog food online for years and the company gave advice on what o do in these cases which included sending photographs on the product concerned.

Their website would not encourage me to buy from them.

They do here - https://faq.katkin.com/en/articles/90

born_again

I think the next one down answere the Op origonal question

https://faq.katkin.com/en/articles/92-can-i-return-the-food-and-get-a-refund

Last updated on March 2, 2023
No, our food can’t be returned for refunds. Each pouch is made fresh just for your cat, and designed to stay fresh until it reaches you. That means we can’t accept returns: the food would be unsafe to re-use, so we’d have to dispose of it. 

If you can’t make use of the food but want to help us reduce waste, you can donate it to friends and neighbours. Any cat we can reach with fresh food is a cat life changed 

eskbanker

born_again said:

I think the next one down answere the Op origonal question

https://faq.katkin.com/en/articles/92-can-i-return-the-food-and-get-a-refund

Last updated on March 2, 2023
No, our food can’t be returned for refunds. Each pouch is made fresh just for your cat, and designed to stay fresh until it reaches you. That means we can’t accept returns: the food would be unsafe to re-use, so we’d have to dispose of it. 

If you can’t make use of the food but want to help us reduce waste, you can donate it to friends and neighbours. Any cat we can reach with fresh food is a cat life changed 

Probably true, but they're presumably trying to imply that it's changed for the better!  Judging by the photos, it's just as well that cats have nine lives, so only one of them is ruined by being pushed towards substandard slop....

macman

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

I didn't 'demand' anything. And you found time to respond to everyone else, including accusing one poster of being an apologist employee of the supplier...
Your post suggests that they reduced the pack weight, so I simply suggested that you provide some evidence of this. Smaller does not mean lighter.
As to 'inedible', i can't comment, as I haven't tried it. Have you?

coconutcurls

Apologies for being short on this thread, no excuse but really stressed with the food situation but now I signed up for trials with other food providers and will move on  - maybe will get together with other katkins unhappy customers and see if anything can be done about it

Diamandis

coconutcurls said:

Apologies for being short on this thread, no excuse but really stressed with the food situation but now I signed up for trials with other food providers and will move on  - maybe will get together with other katkins unhappy customers and see if anything can be done about it

My cat likes blink

Manxman_in_exile

born_again said:

I think the next one down answere the Op origonal question

https://faq.katkin.com/en/articles/92-can-i-return-the-food-and-get-a-refund

Last updated on March 2, 2023
No, our food can’t be returned for refunds. Each pouch is made fresh just for your cat, and designed to stay fresh until it reaches you....

They can't possibly be making "each pouch... just for your cat" can they?