Hides behind T&Cs and ignores consumer law when things go wrong
bought a 13kg bag of Surf & Turf (around £65). I’ve used the same food before, but this bag was visually different and smelled much more fishy than previous ones. After my dog ate his first meal (around 120g), he vomited a few hours later. I stopped feeding it immediately.What followed was extremely frustrating. I raised a formal complaint in writing, provided photos, batch/best-before details, and asked for a refund and a sensible return solution for a 13kg bag. Instead of addressing my actual requests, customer service repeatedly went in circles, pushed phone calls instead of written responses, and brushed off concerns.They refused to provide the batch test results they claim to hold, denied any recipe change despite the clear difference in look and smell, and tried to rely on their T&Cs to make me pay return postage- even though I was rejecting the product under the Consumer Rights Act within 30 days. I had to involve Citizens Advice just to get basic clarity on my rights.I wasn’t asking for anything unreasonable , just a lawful refund process and transparency. Instead I got deflection, word-twisting, and poor complaints handling.If you’re unlucky enough to have an issue, don’t expect accountability or an easy resolution.
Angelika Olivia Raube
Customer loyalty is not valued
I have been using Guru for 10 years after it was recommended to me by the breeder of my oldest dog. Until my most recent bag both my dogs have enjoyed it and we alternate flavours to give them variety.When I received my most recent bag however it was noticeably different with very small pieces and a lot of powder in the bag and as I work my way down it continues to get worse.I emailed the company who then called me stating that they had changed their production methods and it was the end of a batch so all should be fine the next time I order however they were only prepared to give a 10% discount on my next order. As a long standing customer I did not feel that this is acceptable, particularly as the contents of the bag are worsening, however Guru are not prepared to engage with me and offer anything further than an additional call from the production manager, which I do not need as I have already spoken to him. I feel I have been sold a defective bag of food, particularly based on their explanation, but they are not prepared to replace it or offer appropriate compensation for something which is not my fault.Sadly I will not be using them again as I cannot afford to waste another £60 on dog food that my dogs can’t eat.
Jane
Great for sensitive stomachs
This food is great for dogs with a sensitive stomach. My dogs look healthy, their coat is shiny and they’re thriving.
Natalie
great food and fast delivery.
Our dog was returned to the breeder by the original owner due to some behaviour problems which we believe is just over excitement, after a year the breeder remembered that when she was returned she was on Guru Surf & Turf pet food so ordered a sample pack to see how she responded to it, it is early days yet but with just the sample pack she seems a bit calmer whether it is the food or the fact she has recently become an adult we are not sure, but she loved the sample pack so ordered the 13kg pack yesterday afternoon and it arrived this morning less than one day from order to delivery so well impressed with their turnaround, cost wise it is on a par with the meat + biscuit that has made up her meals to date.
Paul Burrows
Been using Guru for 2 years
Been using Guru for 2 years, excellent customer service, incredibly quick delivery and a good price - every other dog food I've tried my dog has refused to eat after 6 months but he's happily still eating Guru after 2 years.
A G
non declaration on country of origin/heavy metals in fish and additives
I used Guru for my puppy as he had food sensitivities and it was suggested I try cold pressed. It was ok for a while but then my puppy developed diarhorrea, he had tests and was diagnosed with food intolerence. He is on a hydrolysed diet for a few months and then I have to try single source/novel proteins. I now need to know what additives are in food as it could be anything in the food that triggers his inflammatory response. I have emailed Guru 3 times, using both emails I have for them, asking where they get their meat/fish from , how they test for heavy metals in the fish and what additives are added as this is not listed on the website or packaging. They seem reluctant to declare this and I am still waiting for a reply . They were quick to respond when I was originally enquiring and tell me how good the food is compared to other cold pressed who apparently don't follow the cold pressing process properly. Although I have recently researched and been informed all meat has to be cooked at 90 degrees to conform with the pet food standards. I am sceptical to use their food again as clearly they are not open and transparent about the source of their foods and what they add to the food. Every other company I have contacted, at least 10, have responded and told me the answers to my questions. I wouldn't recommend Guru as they don't seem to be transparent about their product and I wonder what they are hiding. I welcome a response from Guru.update on my review, I emailed Guru again to ask what additives they use and still no reply. I put a review on facebook and they removed me from being able to post about their company, so clearly GURU pet food have something they don't want us to know about their food.
Babs Chapman
Great food but very important you brush their teeth with Guru so it’s not too late!
We’ve been using Guru for 3 or 4 years for both of our huskies. They ate it happily where other brands of food they’d eventually refuse or stop eating so we were always happy. Good price, environmentally friendly packaging and great customer service.However after so many years of using it, their teeth are stained brown and they’ve had to have some teeth removed. This is 100% our responsibility, we should have brushed their teeth rather than relying on chews and should have taken action sooner. But their food did not help their teeth and made it even more important for us to brush, whereas other food helps to look after their teeth.If you use guru (especially long term), please be on top of your dog’s dental care. Toothbrush, doggy toothpaste with enzymes, regular cleaning.
Amy
Resolved all bowel issues
We started feeding our 1 year old Labrador guru and almost overnight all of his bowel issues had resolved. We had several visits to the vet with months of ongoing diarrhoea, switching to guru has made all the difference and we highly recommend it. The customer service has been excellent also.
Pauline Ly
Fantastic dog food, great customer service.
Absolutely fantastic dog food! I got the ‘Surf & Turf’ sample upon recommendation of our trainer, gave it a go seeing that all the ingredients are clearly high quality. The best part? My 9 week old puppy would never finish his meals, but he can’t get enough of this stuff! I quickly ordered a big bag of the stuff. He loves it so much and now he’s growing quicker than ever. I’ve also noticed his stools are more solid which they said would happen. There’s a feeding guide on the site based on dog/puppy’s weight. What’s also great is that it’s medium-large chunks of meat instead of kibble, all dog owners know that small pieces of kibble go EVERYWHERE, are just so messy and overall such a headache - I won’t be missing Dr John’s food at all haha. My pup’s kibble was just too low quality to use for training and hand feed, he wasn’t interested. But the cold pressed food from gurupet work fabulously as treats for training too! Also sample delivery took 4 days, but when I bought the bag it took 48 hours to deliver upon ordering, they used the quickest delivery possible with DPD which is great. Couldn’t be happier. The food is expensive for sure, but it’s definitely not overpriced especially in comparison to the many other high quality brands. Company is active on Instagram and customer support has been super responsive over email, answering all my questions very quickly.
DJSensation
Very happy dog
We have bought Guru "surf and turf" for our dog for the past 2 years. He is thriving on it, and eagerly wolfs down his meals. He even gets excited about the small pieces as training treats!The company are fantastic - prompt deliveries, and friendly phone and email advice on all sorts of feeding issues - they always seem really happy to help.I would recommend Guru wholeheartedly to any dog owner.
Heather Lovell
Good company, good food
Great dog food at a good price. Always fast delivery. Customer service is excellent too. They respond quickly to any queries and get things sorted. Thanks Guru!
Maxine Field
