Biscuit Pet CareOpiniões 

Resposta da Biscuit Pet Care

16/04/2026

Hi Jeanette,

Thanks for your feedback, and we’re really sorry to hear this has been happening, especially if things were working well before the update.

That definitely doesn’t sound right. Walk tracking, including distance, should be recording consistently, so we understand how frustrating it is when it doesn’t, particularly when it affects your progress and rewards. 

We’ve recently made some improvements to how walks are processed in the background, which helps performance overall, but it can sometimes lead to issues like this for certain users. We’d really like to take a closer look at what’s going on in your case.

If you’re happy to, please drop us a quick message at support@biscuitpetcare.com with a bit more detail (device type, app version, and when it tends to happen). That’ll help us get this sorted for you as quickly as possible.

We appreciate you flagging this, it really helps us improve, and we’re on it.

The Biscuit Team 🐾

Resposta da Biscuit Pet Care

16/04/2026

Hi Nicola,

Thanks for taking the time to share this, and we’re really sorry it’s been a bit hit and miss.

It sounds like your walks are either slow to update or not recording properly while you’re out, which we know can take the fun out of it. Walk tracking should feel smooth and reliable, so this isn’t the experience we want for you.

We’ve recently made some behind-the-scenes improvements to how walks are processed, which means updates can occasionally take a little longer to come through while everything syncs up. That said, it definitely shouldn’t feel inconsistent.

If you can, please drop us a message at support@biscuitpetcare.com with a bit more detail about when this happens. For example, if it’s in low signal areas or happens on every walk. That’ll help us pinpoint what’s going on and get things running as they should.

Thanks again for flagging it. We’re on it.

The Biscuit Team 🐾

Resposta da Biscuit Pet Care

23/03/2026

Hi Kelc,

Thanks so much for your feedback, we’re really glad to hear you’re enjoying the app and making the most of the rewards.

We’re sorry to hear about the issues with GPS and distance tracking, though. We know how frustrating it is when a walk doesn’t record properly or misses the mark. That’s not the experience we’re aiming for.

We’re actively working on improving walk tracking to make it more reliable and consistent, so every step you take counts the way it should. Your feedback really helps us focus on what needs fixing.

If the issue keeps popping up, feel free to drop us a message at support@biscuitpetcare.com, and we’ll be happy to take a closer look for you.

Thanks again for being part of the Biscuit journey

Resposta da Biscuit Pet Care

23/03/2026

Hi Helen,

Thanks for reaching out, and it’s great to hear you’ve been enjoying Biscuit overall.

We completely understand how frustrating that feels. When your weekly progress resets after missing a day, it can feel like all that effort has been undone.

What you’re seeing is linked to how streaks or consecutive-day tracking works. Some challenges are designed to count continuous days, so if a day is missed, the streak resets and starts again from zero.

We’re always looking at ways to make this clearer and more intuitive, so it’s easier to track your progress without any surprises.

If you’d like, drop us a message at support@biscuitpetcare.com, and we can take a closer look at your account and the specific challenge you’re seeing.

Thanks again for sticking with Biscuit. We’re here to help you make every step count

Resposta da Biscuit Pet Care

23/03/2026

Hi Ad,

Thanks so much for your feedback, it’s great to hear you’ve noticed improvements over time; that really means a lot to us.

We’re sorry to hear that you’re still running into issues with walks not recording properly. We know how important it is that every walk counts, and it’s frustrating when that doesn’t happen.

Our team is continuing to work on improving walk tracking so it’s more reliable and consistent across the board. Feedback like yours helps us keep moving in the right direction.

If this keeps happening, feel free to drop us a message at support@biscuitpetcare.com, and we can take a closer look for you.

Thanks again for sticking with Biscuit

Resposta da Biscuit Pet Care

4/03/2026

Hi Heather,

Thank you for taking the time to share your feedback. We’re really sorry to hear that the distance tracking hasn’t been accurate for you. We completely understand how frustrating that can be when you’re putting in the steps and want them counted properly.

We’re always working to improve walk tracking and overall performance, and feedback like yours genuinely helps us make the app better for everyone. Making every step count really does matter to us.

We’ve also checked on your email and can see that our team did send a reply. It’s possible it may have landed in your junk or spam folder. Just in case, our team will be emailing you again shortly to make sure you’ve got everything you need.

Thanks again for flagging this with us. We appreciate you being part of the Biscuit community, and we’re here to help get this sorted.

Resposta da Biscuit Pet Care

3/03/2026

Hi Dr Fitzpatrick,

We’re genuinely sorry to read how frustrating this experience has been for you. An issue at the till, especially when you’re treating yourself, is the last thing anyone needs and we completely understand why that would feel embarrassing and disappointing.

That said, we do want to gently clarify a few points.

Biscuit does not issue or control the live balance of retailer gift cards. Once a reward is generated, the voucher balance and redemption process are managed by the retailer’s gift card system. In your case, the vouchers were successfully generated and delivered, and they have since been redeemed. When a retailer’s system shows a zero balance, that information can only be verified and amended by the retailer directly.

We absolutely do not “only care about subscribed clients”. All Biscuit members, whether on Basic or Premium, have access to support and we aim to respond promptly and clearly in every case. In your ticket, we requested specific details so we could investigate properly, and we also offered to escalate the matter with our Rewards Team if M&S provided written confirmation that the issue sat with Biscuit. That escalation remains part of our process when a retailer confirms a fault on our side.

We’re sorry this has felt like being passed back and forth. Our goal is always to resolve things as smoothly as possible, and we continue to review how we communicate retailer processes so it feels clearer and less frustrating.

We’re disappointed to hear that your experience has led you to feel this way, especially as Biscuit exists to make every step count and add a little more joy to life with your dog. We take feedback seriously, even when it’s tough to read, and it helps us improve.

If you would ever like us to review anything further, our team is available at support@biscuitpetcare.com

Kind regards,
The Biscuit Team