Consumer

Hello there,

Thank you so much for your kind words and honest feedback! I’m so pleased to hear that your cats absolutely love the food and that you feel it’s much healthier for them. It’s also wonderful to know that you’ve had a positive experience with our customer service. We absolutely love to hear this, as it’s our goal to provide both you and your cat with the best possible experience.

That being said, I’m really sorry to hear that you feel Marro is out of your budget. This is definitely not the experience we want for you and your cat. I completely understand how important budget is, and I want to reassure you that we’re always striving to provide the best value while maintaining the fresh, high-quality, protein-rich meals that support your cat’s health and happiness. If it helps, we do offer alternative plans that could be more cost-effective, and I’d be more than happy to share those options with you and see what works best for you.

I’m really sorry to hear about the damaged pouches you’ve received. I completely understand how frustrating and disappointing this must have been, especially with it happening more than once. This is certainly not the experience you deserve, and we are committed to providing you and your cat with the best. I’m absolutely determined to make this right for you. If you could kindly send us an email with some photos of the damaged pouches, along with the batch number and date (located on the front of Pouch 1, with the code starting with L5), I’ll ensure this gets sent to our Quality Assurance team right away so we can resolve it promptly and prevent this from happening again.

We really want to provide you with the 5-star experience you and your cat deserve, so please reach out to us by phone: 0207 123 5808 or email: meow@marro.com, and we’ll sort everything out for you.

Thank you so much again for your honest and constructive feedback. We truly value it, as it helps us as a new company continuously grow and improve. We genuinely appreciate your support! We hope hear from you soon and, in the meantime, please give your cat some extra love and fuss from me!

Kindest meows,
Sabrina (Marro Customer Love)

Good Morning

We are sorry to see that you have rated us as 1* on Trustpilot.

We understand your frustrations shared in your review; unfortunately, to look further into the reasons why your delivery was late to respond accurately, we will need further information to assist you.

If you could update your review with your order number, we can look further into the issues raised in your review.

*Edited reply*
We apologise that a customer service agent has not yet been in touch to assist you with your enquiry.

There has been an increase in the number of customer enquiries our team is receiving which has impacted response times, making them longer than usual.

Our team are working hard to reduce the response times and is working as quickly as possible to answer all enquiries.

We once again are sincerely sorry for any inconvenience this has caused you and thank you for taking the time to provide feedback.

Yours sincerely
The Customer Service Team

Hi, thank you for taking your time to leave a review.

I am incrediblly sorry to hear of the issues with your oven and hob. So we can look into this further for you, I have requested further information via the "Find a Reviewer Tool".

Thanks, James.
NEFF Home Appliances Customer Service.