RC
Royal Canin
Unclaimed Business
RC
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#53
in Retail
NPS Score
0
Recommended: Unlikely
Review Distribution
1|1 Reviews
May '25 - Apr '26
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
Recent reviews (1)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceBC
Bernadette C
1 reviews | Active since Jan 2020
17 Feb 2026, 15:17
Royal Canin service pathetic and the personel are ***********
I am a breeder and use Royal Canin dog food. I don't have any problem with the dog food, but the persons working for them. Royal Canin tell you that you get rebates on food purchases for your dogs (5%) and an extra 5% on puppy food as well as recommendations/voucher send out to new puppy owners (R150 for each recommendation send and another R100 if the new puppy owners use the voucher.) I, as a breeder, had to follow up in November 2025 where are my rebate for recommendations sent out after we had 18 puppies. Otherwise we would loose it. End of Januarie 2026 I had to ask again where are our rebate for the recommendations sent for 4 puppies. They gave me my rebate for the recommendations after I had to follow up - the 2nd time in a row. I then started to quiry the rebate I got for our dog food purchases for the 3 months, because it seems low i.r.s to previous months. I work with Guiddo Gray, Pet PRO Business Development Officer. I send him my quiries and he has to sort them out. I don't know why I have to work with him, because I cannot osrt my quiries out about the rebates. He has to go to the financial department and when the financial department is contacted, they have to go to the Coastal Distributor Manager to look at my calculation, because I had to tell Guiddo exactly what was wrong. He doesn't catch it and cannot work it out. He is arrogant and thinks he is untouchable. I don't know why, because he never sort out anything. What he let you knows is incorrect and he give MCP Wholesalers the blame that they worked out the rebate for dog food purchases incorrectly, because they didn't give the one order of puppy food through to them to work out the 10%. Glenda, at MCP Wholesalers, try her best to sort out my problems, but she cannot answer all my questions and don't know everything about Royal Canin, because they only distribute the food. I send an email to MCP Wholesalers when I started to quiry our rebate. They told me that they got the amount from Royal Canin. Sharon from Royal Canin then answered me that she esculated my quiry to sales, because she cannot give me the formula to work out the rebate. I told Sharon that I didn't hear anything from Guiddo yet, that was 4 February 2026. Guiddo phoned me on Thursday, 5 February 2026, telling me that he doesn't have a laptop and that he will get it later Thursday or the Friday, but he will asks his colleague to look at the amount I received. Tuesday, 10 Feb. 2026, I mailed Guiddo that I didn't hear anything from him yet. I received an out of office telling me he is in a conference (without dates from when to when) and that I can contact him on whatsapp. What I did. He then rep**** that he remeber that I am going to zsend him my amount. The breeder must now do Royal Canin's work. I let him know that he would ask his colleague. I told him that Royal Canin paid out too little. He then sent me an email with how Royal Canin worked out our rebate. I didn't agree and send him an email back, telling him that I don't agree. After 24 hours when I didn't received any feedback on my email, I again emailed him (Wednesday, 11 Feb. 2026)- this time I didn't got an out of office. He told me that I will see that he is in a conference. I told him that I didn't receive an out of office and that this could have been sorted a week ago. He told me that he has an out of occie and that the conference isn't 2 weeks. Accusing me that I am stupid, because he tested it and he got an out of office. I told him that I didn't receive one - as I am lying. He then said that he asked finance to have a look, but they are also at the conference. :( I asked him until when is the conference and I let him know why I didn't receive an out of office, because I emailed him the day before and got then an out of office. I also asked him to put dates in his out of office, because his clients must smell until he is out of the office. He had the nerve to tell me that there is nothing wrong with his out of office and that he and finance will be back at the office next week. I asked him to give his manager's number as well as the finance department's manager's number. He then told me that the manager is also on the conference and that there is not a large amount missing. I told him that I don't want to do Royal Canin's work the whole time and that he must rather go on a client service conference. Sarcasticly he told me thank you for the feedback and that I can wait for my rebate to reflect. I told him that it is not good enough and that I and him will talk again. I went to Glenda, that tried to sort this enquiry asap. Not once did Guiddo say sorry for his remark and the way he treats clients. MCP Wholesalers wants to give me free bags of food to make up for my frustration. I don't want that, but it makes one feel better, but nothing from Royal Canin. The problem is also that you don't get to the managers of Royal Canin. I will not know if I received the right rebates earlier, except if I go and work it out. I won't trust Royal Canin anymore. Breeders please beware, because Royal Canin *****s from you. And to work with Guiddo Gray is a pain.
Helpful (0)
|Replies (0)BC
Bernadette C
1 reviews | Active since Jan 2020
17 Feb 2026, 15:17
Royal Canin service pathetic and the personel are ***********
I am a breeder and use Royal Canin dog food. I don't have any problem with the dog food, but the persons working for them. Royal Canin tell you that you get rebates on food purchases for your dogs (5%) and an extra 5% on puppy food as well as recommendations/voucher send out to new puppy owners (R150 for each recommendation send and another R100 if the new puppy owners use the voucher.) I, as a breeder, had to follow up in November 2025 where are my rebate for recommendations sent out after we had 18 puppies. Otherwise we would loose it. End of Januarie 2026 I had to ask again where are our rebate for the recommendations sent for 4 puppies. They gave me my rebate for the recommendations after I had to follow up - the 2nd time in a row. I then started to quiry the rebate I got for our dog food purchases for the 3 months, because it seems low i.r.s to previous months. I work with Guiddo Gray, Pet PRO Business Development Officer. I send him my quiries and he has to sort them out. I don't know why I have to work with him, because I cannot osrt my quiries out about the rebates. He has to go to the financial department and when the financial department is contacted, they have to go to the Coastal Distributor Manager to look at my calculation, because I had to tell Guiddo exactly what was wrong. He doesn't catch it and cannot work it out. He is arrogant and thinks he is untouchable. I don't know why, because he never sort out anything. What he let you knows is incorrect and he give MCP Wholesalers the blame that they worked out the rebate for dog food purchases incorrectly, because they didn't give the one order of puppy food through to them to work out the 10%. Glenda, at MCP Wholesalers, try her best to sort out my problems, but she cannot answer all my questions and don't know everything about Royal Canin, because they only distribute the food. I send an email to MCP Wholesalers when I started to quiry our rebate. They told me that they got the amount from Royal Canin. Sharon from Royal Canin then answered me that she esculated my quiry to sales, because she cannot give me the formula to work out the rebate. I told Sharon that I didn't hear anything from Guiddo yet, that was 4 February 2026. Guiddo phoned me on Thursday, 5 February 2026, telling me that he doesn't have a laptop and that he will get it later Thursday or the Friday, but he will asks his colleague to look at the amount I received. Tuesday, 10 Feb. 2026, I mailed Guiddo that I didn't hear anything from him yet. I received an out of office telling me he is in a conference (without dates from when to when) and that I can contact him on whatsapp. What I did. He then rep**** that he remeber that I am going to zsend him my amount. The breeder must now do Royal Canin's work. I let him know that he would ask his colleague. I told him that Royal Canin paid out too little. He then sent me an email with how Royal Canin worked out our rebate. I didn't agree and send him an email back, telling him that I don't agree. After 24 hours when I didn't received any feedback on my email, I again emailed him (Wednesday, 11 Feb. 2026)- this time I didn't got an out of office. He told me that I will see that he is in a conference. I told him that I didn't receive an out of office and that this could have been sorted a week ago. He told me that he has an out of occie and that the conference isn't 2 weeks. Accusing me that I am stupid, because he tested it and he got an out of office. I told him that I didn't receive one - as I am lying. He then said that he asked finance to have a look, but they are also at the conference. :( I asked him until when is the conference and I let him know why I didn't receive an out of office, because I emailed him the day before and got then an out of office. I also asked him to put dates in his out of office, because his clients must smell until he is out of the office. He had the nerve to tell me that there is nothing wrong with his out of office and that he and finance will be back at the office next week. I asked him to give his manager's number as well as the finance department's manager's number. He then told me that the manager is also on the conference and that there is not a large amount missing. I told him that I don't want to do Royal Canin's work the whole time and that he must rather go on a client service conference. Sarcasticly he told me thank you for the feedback and that I can wait for my rebate to reflect. I told him that it is not good enough and that I and him will talk again. I went to Glenda, that tried to sort this enquiry asap. Not once did Guiddo say sorry for his remark and the way he treats clients. MCP Wholesalers wants to give me free bags of food to make up for my frustration. I don't want that, but it makes one feel better, but nothing from Royal Canin. The problem is also that you don't get to the managers of Royal Canin. I will not know if I received the right rebates earlier, except if I go and work it out. I won't trust Royal Canin anymore. Breeders please beware, because Royal Canin *****s from you. And to work with Guiddo Gray is a pain.
0
Replies (0)A
DS
Dianne S
1 reviews | Active since Jan 2020
13 Feb 2025, 08:14
ROYAL CANIN I WOULD RATHER HAVE ROOT CANAL TREATMENT ITS LESS PAINFUL
The most *********** group I have ever come across. Doing business with Royal Canin is more painful than root canal treatment at the dentist. Their accounts are a mess, their delivery is haphazard, their management are *********** at best, their staff who take the orders consistently get the orders wrong. Not a pleasant experience dealing with Royal Canin South Africa. Ordering dog food should not be such a painful experience. I could write a book on the constant mess ups with this company.
Helpful (0)
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Dianne S
1 reviews | Active since Jan 2020
13 Feb 2025, 08:14
ROYAL CANIN I WOULD RATHER HAVE ROOT CANAL TREATMENT ITS LESS PAINFUL
The most *********** group I have ever come across. Doing business with Royal Canin is more painful than root canal treatment at the dentist. Their accounts are a mess, their delivery is haphazard, their management are *********** at best, their staff who take the orders consistently get the orders wrong. Not a pleasant experience dealing with Royal Canin South Africa. Ordering dog food should not be such a painful experience. I could write a book on the constant mess ups with this company.
0
Replies (0)DR
Denise Reid-Daly
1 reviews | Active since Jan 2020
18 Nov 2024, 14:31
Excellent customer service
I sent them an email to congratulate them on a product and made an enquiry if they have that product in large bags. They rep**** immediately and asked me to sign up on their platform and then they sent me a voucher to buy treats for my Bodhi. Irene Sandenbergh the Customer Care Consultant I dealt with was amazing; she was friendly and made some suggestions I would not have thought of. She went the extra mile to ensure that I could collect the product at Tableview Vetshop. Now that is service par excellence!!
Helpful (0)
|Replies (0)DR
Denise Reid-Daly
1 reviews | Active since Jan 2020
18 Nov 2024, 14:31
Excellent customer service
I sent them an email to congratulate them on a product and made an enquiry if they have that product in large bags. They rep**** immediately and asked me to sign up on their platform and then they sent me a voucher to buy treats for my Bodhi. Irene Sandenbergh the Customer Care Consultant I dealt with was amazing; she was friendly and made some suggestions I would not have thought of. She went the extra mile to ensure that I could collect the product at Tableview Vetshop. Now that is service par excellence!!
0
Replies (0)TS
Thomas S
1 reviews | Active since Jan 2020
18 Jan 2023, 07:59
ROYAL CANIN LOSING THE PLOT
Letanna breed with King Charles Cavaliers and have been a loyal customer for 15 years. As of late Royal Canin service has become atrocious. On the 28th November they delivered the wrong food (large breed instead of small breed). Since then after ignored emails and false promises they arrive today (seven weeks later) to pick up the wrong breed of food with NO REPLACEMENT. How can you run a business with pathetic service such as this? In other words, we have made a payment for food not delivered in seven weeks. Now we are left with no food to feed the dogs either! Pathetic.
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Thomas S
1 reviews | Active since Jan 2020
18 Jan 2023, 07:59
ROYAL CANIN LOSING THE PLOT
Letanna breed with King Charles Cavaliers and have been a loyal customer for 15 years. As of late Royal Canin service has become atrocious. On the 28th November they delivered the wrong food (large breed instead of small breed). Since then after ignored emails and false promises they arrive today (seven weeks later) to pick up the wrong breed of food with NO REPLACEMENT. How can you run a business with pathetic service such as this? In other words, we have made a payment for food not delivered in seven weeks. Now we are left with no food to feed the dogs either! Pathetic.
0
Replies (0)LN
Lyn N
1 reviews | Active since Jan 2020
27 Jun 2022, 11:54
Disgusting service (what service) at Royal Canin
I run an NPC and have been a loyal customer of RC for many years. About two months ago, I ordered as usual, and they were out of stock of kitten milk. My order at this stage met with the requirements for their minimum weight delivery. The milk was out of stock so I didn't get it. Bearing in mind that we run a kitten rescue organisation where we bottle feed kittens and needed milk. Out of stock is a common issue at RC. Anyway, since then I have been asking and asking via email about the milk that I have paid for. Only to be told that they now have the milk but cannot deliver it because it does not meet the required weight for delivery. My emails go unanswered. I am at the end of my tether.
Helpful (0)
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Lyn N
1 reviews | Active since Jan 2020
27 Jun 2022, 11:54
Disgusting service (what service) at Royal Canin
I run an NPC and have been a loyal customer of RC for many years. About two months ago, I ordered as usual, and they were out of stock of kitten milk. My order at this stage met with the requirements for their minimum weight delivery. The milk was out of stock so I didn't get it. Bearing in mind that we run a kitten rescue organisation where we bottle feed kittens and needed milk. Out of stock is a common issue at RC. Anyway, since then I have been asking and asking via email about the milk that I have paid for. Only to be told that they now have the milk but cannot deliver it because it does not meet the required weight for delivery. My emails go unanswered. I am at the end of my tether.
0
Replies (0)RL
Richard L
1 reviews | Active since Jan 2020
2 Dec 2021, 07:59
Royal Canin no stock AGAIN
Again there is no stock of Royal Canin specialist food. This has happened multiple times this year. Their contact phone number also never works. It is very disruptive to get your dog used to a special food and then have to change it as there is constantly a stock issue. Animals are on these specialist foods due to severe medical conditions and it is irresponsible of Royal Canin to allow stock to become unavailable on a regular basis. We cannot simply go back to regular food while we wait.
Helpful (0)
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Richard L
1 reviews | Active since Jan 2020
2 Dec 2021, 07:59
Royal Canin no stock AGAIN
Again there is no stock of Royal Canin specialist food. This has happened multiple times this year. Their contact phone number also never works. It is very disruptive to get your dog used to a special food and then have to change it as there is constantly a stock issue. Animals are on these specialist foods due to severe medical conditions and it is irresponsible of Royal Canin to allow stock to become unavailable on a regular basis. We cannot simply go back to regular food while we wait.
0
Replies (0)ML
Martinique L
1 reviews | Active since Jan 2020
24 Nov 2021, 08:48
Excellent Customer Service
After buying a bag of Eukanuba dog food, my dog got severe diarrhea. I contacted Royal Canin about this and one of their representatives got back to me. Irene helped me tremendously and assisted me in returning the bag of food and getting it exchanged. Excellent customer service! Thank you so so much!
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Martinique L
1 reviews | Active since Jan 2020
24 Nov 2021, 08:48
Excellent Customer Service
After buying a bag of Eukanuba dog food, my dog got severe diarrhea. I contacted Royal Canin about this and one of their representatives got back to me. Irene helped me tremendously and assisted me in returning the bag of food and getting it exchanged. Excellent customer service! Thank you so so much!
0
Replies (0)