Farmina Refused To Honor My N&D Loyalty Campaign Participation

For approximately three years, I have regularly used Farmina N&D food for my cat. For a long time, I ordered the product through Amazon, but because of a shipping issue, I once purchased N&D from a local pet shop in my neighborhood.

At the time of purchase, I was told there was a promotional campaign where I would receive discounts and also earn one free bag of food after twelve purchases. Since this was already a product I purchased regularly, I joined the loyalty program using my email address, and all of my purchases continued under the same account.

Around the sixth month of the campaign, I was informed that the previous system would no longer be valid and that registration would now need to be completed through a mobile application. I was also told that previous purchases would no longer count toward the campaign. Since I was already buying the product regularly and did not think I would need to chase after a single free bag of food, I initially did not focus too much on the issue.

Afterward, I began entering my purchased packages into the mobile application. However, after adding three packages, I noticed that the package count in the system was decreasing one by one. At first, I assumed I might have entered my purchases incorrectly, so I contacted support, but I did not receive any response for a long time.

When I later tried to enter the code from my latest package, the system refused to accept it. Shortly afterward, they contacted me through WhatsApp and informed me that unless I had an official purchase document such as an invoice or receipt, they would not include the package in the campaign.

Even though I explained the entire situation in detail, I was simply told that these were the campaign rules and that nothing could be done. The conversation was then ended without any effort to help resolve the issue.

They were the ones who originally introduced this campaign to me and promised the free food package as part of customer loyalty benefits. However, before I could even approach the twelfth package, the campaign process, rules, and conditions changed multiple times — first email registration, then mobile app registration, and later an invoice requirement.

The fact that they closed the matter by refusing to count my purchases simply because I did not have formal receipts, despite years of regular purchases, seriously disappointed me and made me feel that a long-term customer could easily be disregarded.

I became tired of feeling like I was being forced to beg for a free package of a product I already purchased regularly, and I believe the entire process was managed poorly from beginning to end. For this reason, after approximately three years, I have decided to end my experience with N&D because of this incident.

My purpose in sharing this complaint is to ensure that other customers do not experience the same situation and to encourage the company to make its loyalty programs more transparent, consistent, and customer-focused in the future.