Ordering and choosing different products was really easy. Information on products was helpful. The food was delivered quickly, straight to the door. Having a good variety means we can work out what our fussy eater likes. I will definitely use again.
Lily's Kitchen Reviews 13,727
•
4.8
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As always Lily's Kitchen provides tasty nutritious dry food that my two American Cockers love to eat. The service is consistently wonderful and the staff are polite and friendly. Notification of the day of delivery is extremely helpful. A positive experience each and every time!
They quickly resolved the query I had.
The food is always fresh.
During summer months some of the good loseits texture. Maybe food need to be put in van with ac or cooler while it's on its way.
My dog has allergy from poultry he can’t have lamb so he doesn’t have that much choices.
However I’m glad that you have good variety with beef, venison and wild boar
I hope you will continue making new ideas with excellent ingredients.
Thank you
Company details
About Lily's Kitchen
Written by the company
In 2008 our founder Henrietta started making food from scratch at her kitchen table in London for her Border Terrier Lily. All because she really, really loved her. That love for our pets started Lily’s Kitchen and still keeps us going today.
Pets are family and they deserve proper food
But what is proper food? Proper food means nutritionally complete recipes made by experts, labelled honestly, using ethically sourced natural ingredients. No meat meal, no additives and no cheap fillers. Just fresh meat, delicious veg, and herbs and botanicals that support your dogs’ and cats’ health so they can concentrate on sitting on laps, shoulders and heads, demanding walkies, 6am breakfasts and knocking things over with their tails ‘by accident’ – or so they claim.
For people, pets and the planet
We’re a certified BCorp. That means we believe in using business as a force for good. Here are a few of our guiding values:
Supporting charities
In the last 6 months we’ve donated over 28,000 meals to dog and cat shelters and we’re not stopping there. We’re always working on ways we can partner with charities of all sizes to help in any way we can, be it fundraising, donations or rolling up our sleeves and volunteering our own time.
Minimising our pawprint on the planet
From the way we work to improve our packaging (which is nearly all compostable or recyclable) to the cleaning products we choose for our office. Every decision has the planet at it’s core.
Being a BCorp and staying a BCorp
We are the founding UK BCorporation and every three years we re-certify by evidencing meeting the highest standards of verified social and environmental performance, public transparency and legal accountability to balance profit and purpose.
Pets are family and they deserve proper food
But what is proper food? Proper food means nutritionally complete recipes made by experts, labelled honestly, using ethically sourced natural ingredients. No meat meal, no additives and no cheap fillers. Just fresh meat, delicious veg, and herbs and botanicals that support your dogs’ and cats’ health so they can concentrate on sitting on laps, shoulders and heads, demanding walkies, 6am breakfasts and knocking things over with their tails ‘by accident’ – or so they claim.
For people, pets and the planet
We’re a certified BCorp. That means we believe in using business as a force for good. Here are a few of our guiding values:
Supporting charities
In the last 6 months we’ve donated over 28,000 meals to dog and cat shelters and we’re not stopping there. We’re always working on ways we can partner with charities of all sizes to help in any way we can, be it fundraising, donations or rolling up our sleeves and volunteering our own time.
Minimising our pawprint on the planet
From the way we work to improve our packaging (which is nearly all compostable or recyclable) to the cleaning products we choose for our office. Every decision has the planet at it’s core.
Being a BCorp and staying a BCorp
We are the founding UK BCorporation and every three years we re-certify by evidencing meeting the highest standards of verified social and environmental performance, public transparency and legal accountability to balance profit and purpose.
Contact info
Goodge Street, W1T 2QA, London, United Kingdom
- 020 7433 1863
- hello@lilyskitchen.co.uk
- lilyskitchen.co.uk
4.8
Excellent
14K reviews
Replied to 94% of negative reviews
Typically replies within 24 hours
Verified
Wonderful Lily's Kitchen
As always Lily's Kitchen provides tasty nutritious dry food that my two American Cockers love to eat. The service is consistently wonderful and the staff are polite and friendly. Notification of the day of delivery is extremely helpful. A positive experience each and every time!
Date of experience: April 06, 2025
Verified
They quickly resolved the query I had.
They quickly resolved the query I had.
The food is always fresh.
During summer months some of the good loseits texture. Maybe food need to be put in van with ac or cooler while it's on its way.
Date of experience: April 07, 2025
Verified
Easy ordering
Ordering and choosing different products was really easy. Information on products was helpful. The food was delivered quickly, straight to the door. Having a good variety means we can work out what our fussy eater likes. I will definitely use again.
Date of experience: April 05, 2025
I brought these for a while because I…
I brought these for a while because I thought they were brilliant and everyone raved about them, in all fairness my dog did absolutely love them, however I just wanted to make other people aware as I was not, my dog has allergies to chicken and these treats even though they are labelled up as “salmon” “turkey” etc they still contain chicken, it states it on the back as (5%) as little as that is my dog has been scratching and scratching and scratching and getting yeast infections in his ears and I couldn’t work out where it was coming from and now I know…. The product doesn’t make it clear that it contains chicken it should say salmon and chicken or salmon with a hint of chicken, I should have read the ingredients and always will from now on because I’m pretty annoyed and upset that he’s scratched himself bald patches in his fur all because the product isn’t clear!
Date of experience: April 26, 2025
May use AI-assist with repliesRead more
Missing order, no reply from customer care, without food and my money.
Part of my order was missing. I have reached out 3 times regarding this but have had no response. They still have the money for the item i did not receive so i am without both the food and the money to buy a replacement. Ironically i keep getting marketing emails about their “amazing customer care” and asking for reviews and feedback.
Still chasing them to get my money back for the missing item.
Date of experience: April 19, 2025
Reply from Lily's Kitchen
Hi Bill, thank you for taking the time to leave us this feedback. I'm so sorry to hear that part of your order was missing and I do apologise for any inconvenience caused by this.
I would like to reassure you that we do respond to all the emails we receive, however, during periods of high demands it could take a bit longer to go through our inbox.
I've looked into our system and I can see our Customer Care team has responded to you and provided a resolution.
I hope this is now resolved, however, if you would like to discuss this further, please do not hesitate to get back in touch with us at hello@lilyskitchen.co.uk and we will be more than happy to help.
Verified
Lovely products
Lovely products. My dog loves their biscuits. Very fast delivery.
Date of experience: April 03, 2025
Verified
Really quick delivery and my puppy…
Really quick delivery and my puppy loves the puppy food.
Date of experience: April 04, 2025
Verified
Yummy dinner for your dog.
Hi, Our Tilly is a very fussy eater, but we have now found food that she eats every meal time. Thanks to Lily's Kitchen.
Date of experience: April 04, 2025
Verified
Lily's kitchen does the best cat and…
Lily's kitchen does the best cat and dog food. My lot of murder mittens love it. Sometimes the other furry friends who come round have some too, and they love it!
Date of experience: March 28, 2025
Verified
Lily’s dog food is great
Lily’s dog food is great! The dogs love it
Date of experience: April 03, 2025
Verified
Delivered quick and dogs love it
Delivered quick and dogs love it. 😊
Date of experience: April 03, 2025
Verified
My dog is very picky but loves lily’s…
My dog is very picky but loves lily’s products.
Date of experience: April 03, 2025
Verified
Plastic found in dog food and they sent £15 of food as an apology
I was offered 6 cans of dog food after finding plastic in my dogs food after mixing.
I wasted 2 cans and his dry kibble after noticing the plastic as I wasn't risking any contamination or missed plastic.
I was then expected to wait in for 4 hours for a courier to collect the plastic so it could be investigated.
Upon investigation they admitted the plastic got into the food during the process.
Hardly any apology and just £15 food sent as an apology.
My dog is very important to me and had the plastic been consumed it could have resulted in an expensive vet bill.
I will no longer be using the lily's brand as they show very little customer care.
Date of experience: April 03, 2025
Reply from Lily's Kitchen
Hi there, thank you so much for taking the time to leave us this review. I’m so sorry to hear about your recent experience of finding a piece of plastic in one of our recipes. This is not the quality we expect to provide or find acceptable, and I deeply apologise for the inconvenience it caused. I would like to reassure you that we take reports of this nature very seriously and I would like to assure you we have stringent quality processes in place. As we've mentioned in our email correspondence with you this has been raised with our Production Team so they can review any additional measures to reduce the likelihood of this happening again. We have also recorded this on our quality log, which means we can keep an eye on things moving forward.
Our Customer Care Quality Control Lead has also reached out to via email today so please do keep an eye out for this and do let us know if you have any further questions.
Once again, I sincerely apologise for the experience, and we truly appreciate your understanding and patience.
Shame about the delivery
It is a shame that I can only give a 2 star rating because the wet dog food is of good quality, (a bit expensive though)
I placed an order and had an email saying DPD would deliver at a certain time.. the delivery happened, but only half the order was there.
I had an email stating my delivery was complete. Because of this I mailed Lilys with a complaint stating that 24 tins of wet dog food were missing.....3 days later I get another message from DPD stating they are going to deliver my order....Nobody rang or knocked on my door and later in the day I found the parcel had been dumped near my front door, I did not sign for the delivery and when I checked with DPD the photograph of this delivery was just a picture of a load of cars.. This time there were 5 damaged tins of food inside and one tin leaking. I emailed Lilys again, and still had no reply. In the end I rang up customer services and eventually got through, the representative did not seem surprised that the delivery had been split into separate deliveries (it was obvious to me that this happens a lot), in the end I asked for the damaged items to be replaced.
At the end of the day my "contract" is with Lily's, not with DPD. In a nutshell, if you are willing to waste several days of your time waiting for a delivery to be completed, and then spend hours trying to get the errors of damaged goods resolved, and are willing to have your emails ignored then place orders direct..
I will not order direct from them again, as it seems far easier to just go to Pets At Home or Tesco and just pick undamaged items from the shelf.
Such a shame that this company has such a dreadful delivery service and poor customer care.
Date of experience: April 17, 2025
Reply from Lily's Kitchen
Hi there, thank you for taking the time to leave us this review. I'm so sorry to hear that your order has arrived to you in this condition.
I do apologise again for this. These damages can happen at any stage of the supply chain and again I'd like to reassure you that we would not include damaged recipes within our orders.
I would like to reassure you that we take all complaints very seriously, so please do email us with photos of the damages and hello@lilyskitchen.co.uk and we can look into this further.
Shocking customers service
Shocking customers service
emailed about products that turned up damaged - literally every single wet food pouch was damaged. Four days later I’m still waiting for a reply, I phoned and got a very rude agent who was indifferent and didn’t care at all - won’t be purchasing again
Date of experience: April 22, 2025
Reply from Lily's Kitchen
Hi there, thank you for taking the time to leave us this feedback. I'm really sorry to hear that your recipes arrived to you in this condition.
I can see you have been in touch with us about the damaged tins and one of our advisors have responded your email, I do apologise again for this. These damaged can happen at any stage of the supply chain and again I'd like to reassure you that we would not include damaged recipes within our orders.
If you need any further assistance, please do get back in touch with us at hello@lilyskitchen.co.uk and we will be more than happy to help.
Verified
Excellent food
Excellent food! Very good quality food, fast shipping, all good, thanks!
Date of experience: April 02, 2025
Verified
My dogs healthy diet
My dog has allergy from poultry he can’t have lamb so he doesn’t have that much choices.
However I’m glad that you have good variety with beef, venison and wild boar
I hope you will continue making new ideas with excellent ingredients.
Thank you
Date of experience: April 01, 2025
Verified
Amazing products with a high high quality products, the best a dog can get!
Amazing products with a high percentage of good quality ingredients, especially meat and fish products, and vegetables. If it’s made by Lily’s you know it’s high quality!
Date of experience: April 02, 2025
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