Message board topic:

Angel eats Hills Science Diet Indoor Adult 1-6 dry food. I tried to move her onto something else when I first got her, but she likes that one. So Hills decided to reformulate the food and of course as the norm for pet food companies, doesn’t state on the packages that a new formulation will be coming out soon. I buy it and notice the package is a bit different, but same UPC code. The food looks different with a different size and texture. I called them and they told me it’s a new formulation and I should slowly introduce it to my cat. Firstly, many people wouldn’t notice the difference before running out of the old, so no gradual introduction. I did have a bit left of the old, so tried, but she does not like it. She won’t eat it. PetCo, PetSmart, and Chewy all have only the new formulation in stock, but thankfully a farm and ranch store here (Murdochs) had 2 of the old ones (out of 6). I grabbed a huge 15lb bag (smallest of the old they had) and I sent Hills an email complaint. I’ve been using Hills and Royal Canin since the 1990s and I am so sick of them doing surprise reformulations without stating it on the packages for a while (like a sticker saying a reformulation is coming soon). That would be too easy and nice. So I am now going to find a food that’s healthy with no filler junk and that she likes, and switch after I finish the huge bag I now have. So I told them this and what happens? I get the usual canned email that does NOT address the elephant in the room, surprise reformulations. They apologize she doesn’t like it, want to know the batch it is, and say they’ll be sending me a bunch of coupons. Why don’t they get it? Why do they avoid the issue? I so dislike customer service because it’s not really customer service anymore.

On the image the NEW bag is on the left and old on the right.