Customer reviews of TOMOJO

Thank you for your feedback and for your message. We also contacted you by email following your review, but we have not received a response to date. We are sincerely sorry for the inconveniences encountered during your deliveries. Since deliveries are handled by an independent carrier, we unfortunately do not directly control the delivery conditions. Moreover, delivery drivers are not required to go up the stairs to the door, which may explain some situations. Please do not hesitate to contact us directly as soon as an issue arises: this allows us to act quickly with the carrier and find a solution, rather than waiting for a notice. We remain at your disposal to assist you as best as we can.

We are delighted to learn that your dog enjoys our kibbles and that their quality satisfies you ?? Regarding the bag, it was indeed designed intentionally in a responsible approach: it is recycled and recyclable. This is a thoughtful choice to minimize environmental impact. For the delivery, we are sorry for this inconvenience. The choice or modification of the relay point can sometimes be imposed by the carrier (saturation, temporary closure, logistical constraints), and this unfortunately remains independent of our will. In principle, an email notification is sent in this case, but it can sometimes be poorly communicated or delayed. Thank you again for your trust and constructive feedback ??

We completely understand your concern. Our kibbles are not cooked above 130°C. Moreover, we have consulted our quality service to provide you with a reliable and factual response. Acrolein is mainly formed during cooking at much higher temperatures, particularly during frying or overheating fats. In our process, the manufacturing conditions are controlled and do not correspond to these situations. Finally, regarding your message that went unanswered, we are sorry. We do our best to respond quickly, but it can happen that some exchanges take a bit longer, especially when we request technical elements from our quality teams ??

Thank you very much for your feedback and for your understanding. We are sorry for this little issue during delivery. Fortunately, everything was quickly resolved after our exchange, and we are delighted to have found a solution with you. Thank you again for your trust and kindness, it means a lot to us! ??

We are sincerely sorry to learn that your cat did not appreciate our kibbles ?? Unfortunately, just like for us humans, it is difficult for 100% of cats to like them. At Tomojo, we are a small, young, and committed French company, and we really do our best to satisfy every companion (and their human ??). We would love to offer you a solution: we would be happy to send you a package of our second brand of insect kibbles for free so that your cat can try another recipe. Some cats prefer one formula over another ?? Don't hesitate to contact us via private message or email so we can arrange this. And if your experience evolves after this new trial, it would help us immensely if you could update your review. For a small structure like ours, every feedback really counts ??

Our kibbles are 15 mm in diameter and suitable for most dogs, but we understand that some dogs with smaller jaws may have difficulties. The size is always indicated on our site to help you choose the product best suited to your companion.

Hello, Thank you for your feedback. We are sorry to hear that your dog did not tolerate the kibble well. As we discussed over the phone, each animal is unique, and some particularly sensitive profiles – like yours – may react to any dietary change, no matter how gradual it is. You mentioned that your dog was already very picky, and that it was a friend who recommended you try the insect kibble. It is important to remember that this type of reaction is not representative of the quality of our products, especially since your neighbor's dog, for whom you order Tomojo kibble, enjoys them without issue. At Tomojo, we pride ourselves on offering quality kibble, formulated with traceable insect protein, rich in essential amino acids, hypoallergenic, and highly digestible – a formulation validated by veterinarians. We hope that the solution proposed by your veterinarian will better meet your dog's very specific needs. We remain at your disposal if needed. Thank you and have a great day. The Tomojo team

Hello, We would like to clarify that this comment does not concern Tomojo, but a confusion with another company. The customer contacted us privately and acknowledged having mistaken the company – we thank her for that. We have requested several times that this review be removed, as it does not reflect our service or our commitments or practices. We remain available for any questions or clarifications. The Tomojo team

Thank you for your feedback, even if it does not match the experience we hoped for your girls. Every cat has its preferences, and we understand your disappointment. Don't hesitate to write to us if you want to discuss or test other formats ????

Thank you for your loyalty and your sincere feedback. We are truly sorry to learn that the deliveries are causing you so much trouble ?? Our team is actively working to find solutions to improve this service which has become a point of frustration for several customers. We hope to regain your trust quickly, as your companions deserve the best!

Thank you for your feedback and your trust! We are delighted that your cats appreciate our kibbles. We will contact you shortly to discuss an alternative that might better suit their needs. See you very soon! ??

We are sorry to hear that the kibble did not suit your cat and that it impacted her weight. We are glad that the Moosh treats had a positive effect, but we understand your disappointment regarding the kibble and the delivery. We would like to contact you directly to find a solution. Please feel free to email us at [email protected] or call us at 06 02 21 43 69, we will be happy to help you! ??

We are sorry for this situation and understand your frustration. This should not happen! We will report this issue to our carrier to prevent it from happening again. Thank you for your patience, and don't hesitate to contact us if needed ??

Thank you for your feedback, please feel free to send us a photo of the different kibble sizes so that we can pass the information on to our manufacturer. I will already pass the message on for now ??

Valérie, we are sincerely sorry for the loss of your package. We offered you a refund, but we haven't heard back from you ?? Depending on the regions, GLS delivery drivers can make delivery errors, but we try to react quickly and offer you a satisfactory solution every time this happens.

Hello Géraldine. As I indicated during our exchanges, you had created two subscriptions for the same product, which is why you received 2 packages at short intervals. These subscriptions were visible in your customer area, we have set up a FAQ to help you manage your subscriptions, with video tutorials. Regarding the order you wanted to cancel, it was already sent and on its way to your home when you notified us, so you understand why we could not cancel it ?? Our customer service was reactive and as understanding as possible, but we cannot go beyond the processes provided for this kind of situation, I am sorry.

Mezzo, thank you for your feedback, which we do not take lightly. Can you contact us at [email protected] so we can discuss it, find the cause and a solution? Your cat may no longer tolerate one of the ingredients in our kibble, which would cause the vomiting and diarrhea.

Thank you for your feedback Odile. We only have one size of kibbles, and unfortunately it may not suit everyone ?? If your little ones are having trouble, we recommend moistening them before giving them or crumbling them!

Olivier, I am sorry that the solution provided during our email exchanges does not suit you ?? We have checked the production and there is no anomaly, that is why we could not refund you.

Thank you for your feedback, which we do not take lightly. A customer service member will contact you shortly to find a solution!

Marie, it happens very often that cats suffer from neophobia when suddenly imposed with a new diet. For the transition to Tomojo, we recommend a food transition period of 2 to 3 weeks. We explain everything in detail in our little guide that is automatically attached to your order confirmation email!

Oh no Julie ?? Have you tried mixing them with his current kibbles? The food transition is important for your dog (and his stomach!) to get used to the new kibbles! Patience is key ??

Thank you for your feedback Ségolène. We offer discovery boxes on our site, which contain 2 samples and treats, just to test before diving in ?? If your little one doesn't accept them even with the food transition, it surely means they are not to his taste ??

We are sincerely sorry Isabelle ?? Unfortunately, we cannot foresee the problems with Chronopost, but we do everything to resolve them when they occur!

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Thank you for your feedback Isabelle. It surprises us, as we avoid using plastic for our packaging as much as possible... Our boxes are made of cardboard, our samples are in recyclable plastic and our treats are in biodegradable paper!

Oh no Clémence ?? Sorry that your puppy did not appreciate our kibble, unfortunately they cannot be to everyone's taste. Did you properly carry out the dietary transition? Maybe you just need to give him time to get used to it by mixing it for a while with his old kibble!

Thank you for your feedback Ophélie. Did you properly carry out the dietary transition? It is important because since it is a new protein unknown to your animals, they need time to get used to it, as does their stomach. The transition helps them get used to it.

Thank you for your feedback Guillaume, which we do not take lightly. We are sorry that your cat has been sick ?? I hope that the help from our customer service and the solution provided have satisfied you!

Thank you for your feedback Sabine. We are sorry that your cat no longer wants to eat her kibbles, it's strange... A member of the customer service will contact you to try to clarify this!

We actually recommend mixing our kibbles with their old kibbles to get them used to it, that's the principle of dietary transition. It will gradually get them used to it and facilitate adaptation ??

Thank you for your feedback Nicolas. Thank you for taking the time to leave your opinion Greg. It's harder for some cats to get used to insect protein, this is called neophobia. They categorically refuse to swallow a protein they don't know, that's why the transition plays an important role. We recommend 2 weeks on our site, but depending on the cats, you can make it last longer. If you've tried everything and your cats still aren't eating, it may simply be that our kibbles are not to their taste ??

Thank you for your feedback Céline! Adapting to new kibble can sometimes be difficult, especially when it's an unknown protein. A member of customer service will contact you soon to give you some advice ??

I am sorry that your dog did not like our kibble James. It can happen that they are not to everyone's taste, which is why we always recommend starting with just one package, especially if it's the first time your furry friend tries them. When that's the case, and as stated in our legal notices & T&Cs, you are free to return the unopened package(s) within a month, at your expense. We have processed the refund for the received package. I invite you to reread our email exchanges, at no time is it promised that you will be refunded this amount. It's a shame to end on these words James. At Tomojo, we advocate kindness, not only towards our team and customers but towards every person.

Thank you for your update on the situation André, I am sorry that your cats are rejecting their kibble & that they have a different smell and appearance. We take the quality of our products very seriously, which is why we systematically contact the factory if we receive feedback like yours. I just tried to contact you to get more details about the package you received and offer you a solution, which I hope will suit you!

Thank you for taking the time to leave your opinion Greg. Just like us, animals also have their preferences, it can happen that our kibble is not to everyone's taste?? Glad to know you found a brand he likes and that suits him!

Oh no Agathe ?? We are sorry to hear that your cat does not appreciate our kibble. For a cat that has never had insect protein kibble, it is very important to carry out the dietary transition. It is common for them not to be immediately convinced by our food, especially when it is all new to them. We also have 2 recipes for adult cats: one with and one without cereals. If one didn't work, you can try the second one ??

Thank you for your feedback Nadège, which we do not take lightly. I hope our email exchanges have reassured you. We have forwarded your message and photo to our production facility!