Whole Pet Kitchen: Pet Deli & Bark-ery - Natural Pet Food & Pet Bakery — Attraction in San Juan

Replying to your message point by point:

1. recipe analysis and advice (that your food was not meant for a renal patient and was not complete and balanced, so it would be dangerous to feed it to a renal patient) it was not our recipe so we needed to properly analyze the recipe [My answer: I already mentioned in the email thread that it is not for a renal patient. You have only asked if I will be getting vitamin mixture and binders from our vet. And also asked if I would like you to balance the diet. You mentioned about supplements and binders that might be needed with your assumption that this is for a renal patient] recipe scaling - your recipe required 700kg of salmon, that is nearly 1 ton. we scaled the recipe to fit a smaller batch for our production [My answer: I have already mentioned in the email that the recipe is for 1kg of meal. You should have scheduled a mobile or video consultation to avoid misinterpretations. I have asked to call you as the email back and forth is not helping and you didn't oblige. Our email threads with your so-called advice containing 2-3 sentences is NOT worth the Php 1500 "consultation fee" that I paid you, which by the way is not properly labelled and tagged as such. You said this is for mobilization fee.] food costing - we needed to get the prices of the food from our suppliers as we did not carry some items on the ingredients list, so this also took time [My answer: Please elaborate this next time AT THE START of the "consultation" with any of your clients. I am not clear from the beginning what I am getting into. You just asked me to pay Php 1500 to start the process. You did not explain in detail what your terms and conditions are as well as your what your processes are which obviously have loop holes and you won't even admit it] production coordination - we needed to coordinate such a recipe in our commissary because it was obvious that this was not a whole pet kitchen recipe as it needed ingredients we didn’t even have in our pantry [My answer: Please ask or clarify this with your next customers who will subscribe to your customized nutrition. Why would you start the production coordination right away without the go signal from your client? Again, this goes back to discussing the terms and conditions AT THE START of the "consultation". And it confuses me that you are calling the Php 1500 fee that I paid you, as mobilization fee, but in your previous response, this amount is for the advice your provided to me via email with your interpretations.] fixed recipe - sent you a copy of the fixed recipe in batched form so you know exactly what we are going to make because your vet nutritionist sent you a confusing screenshot with other ingredients that weren’t even part of your recipe [My answer: Oh please don't blame this on our vet nutritionist who have spent years and passed a board exam to became one. You should have initiated a call with me so we can discuss a "consultation" real-time, answering all misinterpretations quickly. If this is how you conduct your "consultation", via email, the Php 1500 is NOT WORTH IT. Our own nutritionist does her consultation with us face-to-face. In our case, I have to wait for a response from you for 1 question with a 1-sentence reply and this entire process took A WEEK and I ended up paying for a 7 kg salmon recipe which will not benefit us at all since we already have a 1 kg recipe from our vet nutritionist. All your team needed to do is to prepare and mix it. I could have done this myself since it's simple but I trusted your brand now I felt betrayed.] credit for the the first order - as mentioned, the 1500 you paid is also creditable to your first order. Meaning, if you decided not to back out even if we informed you early on that the recipe would be expensive you would still be able to use your money for your pet’s food. [My answer: Again this goes back to your terms and conditions that is not clear from the start. You didn't mention this to me when we initiated our...

Terrible logistics, customer service and communication for pet cakes and food. I ordered a cake and cupcakes, plus food, for my heart dog’s 8th birthday on their website, paid for everything including delivery in advance. They text me the next day saying that I had to arrange for pick up and pay for it myself because I live in Paranaque which is an area they don’t deliver to, oh and that I was the one who clicked the wrong option for which delivery fee to select for my particular address. And since it’s my fault I have to now arrange for logistics like this is my job. But that wait! They can actually arrange to have it delivered and order a courier if I would so desire, for 50 pesos more plus whatever the courier charges on arrival. Why is it not indicated in the information on your website that you had such logistical issues and customer service issues? Why would you even advertise that delivery is available if you had such issues delivering to somewhere in Metro Manila - which is the city where your business is located? And then blame me for your inability to coordinate such things? please don’t order things from them, especially if it’s for important occasions in your dog’s life. They’ll make you excited, they’ll make you hope, then they’ll let you down. Edit: Just read through the reviews again, and there was one from 4 years ago mentioning similar problems with their delivery service. Wake up call for me, really, to double check all the reviews of a place and believe the ones that want...

Worst customer service experience ever. This shop has no compassion for their clients. Ordered cupcakes and got them in really horrible condition. Wala man lang, "im sorry for this inconvenience" anyways the rep we talked to blamed us for the condition of the cupcakes since we booked a Lalamove. Sana di nyo inabit sa rider if expected nyo na pala malalamog ung cupcakes nyo and suggested to us to personally pick it up. So anyways, we opted to order a new cake only to be charged 400 discounted to 200 for a rush fee? Seriously? Charging more to a distressed client? Smart move. You even have the nerve to say na you do rush orders for the right price? Wow! As if we wanted na malamog ung cupcakes namin? Also the owner who talked to me over at IG has no heart at all. Super attitude pa kausap. She doesnt even know why she should apologize? No compassion at all! You don't care how your customers feel. But thank you for giving us a reason not to order your lackluster cakes again. Taking this as a blessing in disguise. At least we got a better looking dog cake from BarkinBlends who made our cake in less than 2 hours with no rush fee.

I hope worth it ung 200 rush fee na pinaglaban nyo because of your policy. At least we saw what kind of people are behind this store.

Again, bad customer service. You guys...