Chewy.com

[richards6402]

I e mailed S & C and asked about their beef freeze dried food and if it should be so hard you have to crack it apart with a sharp knife and hammer. This is what she said:




Good afternoon Karen,


Thank you for your email. The beef patties can be a bit firmer than our other products—typically the beef and the lamb are the firmest products we make. Even within proteins, there can be variations in how firm the product is. These differences are known as lot variations. We do make everything in small batches and we use natural ingredients. Because of these factors, there can be some variability from batch to batch—this typically shows up in color, texture and/or scent. It does not indicate that air had gotten into the bag, or that there’s an issue with the product.


Do you, by any chance, have any of the information from this bag? I would like to share your feedback with our operations/quality assurance team. I would be looking for the following:


Size of the bag?

Lot number (###-####)?

The line under the lot number (##X##)?

Best if used by date?





Since Chewy.com has recommended you discard the product, please feel free to do so—I assume they were also able to provide you with a credit for that bag?


Have a great day,


Emily Thompson


Customer Service & Sales Support


I had to rummage through the garbage and retrieve the bag I had thrown away but sent her the info she requested. Chewy is sending a replacement food with no questions asked.