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.
