Read their terms and conditions!!!
Not at all happy with this company. Purchased three pouches and tried on my dog, within 24hrs my dog had a seizure. Hes never had on before nor any neurological problems before. Took him to the vets and the vet said without taking bloods and carrying out extensive testing I cant prove that the additives caused the seizure. Contacted koopers who said sent it back and we will offer you a refund for the two unopened pouches. I explained all the above and that I had only used one scoop from the pouch and they refused to offer a full refund. I did not read their terms and conditions before I purchased and if you do you would not buy anything from this company as to get a refund you would have to jump over half a dozen hurdles and also produce video footage. Ill be going through trading standards now as I do not feel the product was not fit for use. Warning to all.....Read their terms and condition prior to ordering......
Svar fra Kooper's
Hi Roger,
We’re genuinely sorry about Hugo, a seizure is frightening, and we never take a dog’s health lightly. As this review is now public, though, we do need to respectfully set out the full picture for anyone reading.
When you first contacted us we replied within hours, urged you to get Hugo to a vet urgently, and asked you to stop the product immediately, his wellbeing came first. You then told us, in writing, that your vet had examined Hugo, found his vitals normal, and could not identify a cause, and you were very clear: “I’m not saying your product has caused his seizure, nor do I have any proof to back that up.” We completely respected that.
That’s why this review is hard to reconcile. Publicly implying the product caused Hugo’s seizure, when your own vet could not establish any link, and you yourself acknowledged there was no evidence, isn’t a fair reflection of what happened.
For anyone else reading: Kooper’s is formulated by UK-registered vets and animal nutritionists with decades of combined experience, it is a fully compliant product, and it’s used by tens of thousands of dogs across the UK. In all that time we have never had a single report of anything of this nature.
On the refund: there were no “half a dozen hurdles,” and at no point did we ask for video footage. You’d used one scoop from one pouch; the other two were sealed, and we refunded those two promptly, and in fact sooner than we were obliged to. The only item we couldn’t refund was the single opened, partially-used pouch. For a consumable health supplement that is standard practice right across the food and supplement industry, for basic health and hygiene reasons, and it was explained to you clearly more than once.
We handled this with real care from the very first message, and we did right by you throughout. We’d simply encourage anyone reading this to take a look at the reviewer’s wider review history and form their own view.
We stand fully behind our product and our team and we genuinely do hope Hugo is doing well.
