Tom & Sawyer is a Canadian fresh dog food company based in Toronto, Ontario, Canada, that specializes in providing wholesome, nutritious meals for dogs. They use only whole, human-edible ingredients in their recipes, aiming to elevate the standard of nutrition for canine companions. When you sign up online, you can personalize your order and select whether you want to make a one-time purchase or “subscribe and save.” Then, orders are delivered right to your door. Alternatively, their meals are found in many pet stores.

Founder Story 

Tom & Sawyer was founded by Kristin Matthews and Peter Zakarow after their Yorkie-Poo, Sawyer, refused to eat kibble. Appalled by the lack of regulation and quality in pet food, they used Kristin’s investigative skills to research and create all-natural, gently cooked meals for pets. Starting from their own kitchen, they expanded to a commercial kitchen in Toronto, collaborating with chefs, nutritionists, and veterinarians to develop balanced recipes. Their mission is to provide pets with nutritious, high-quality food, setting new standards in the pet food industry​. Since launching in 2014, they have opened a flagship storefront, become available in hundreds of pet retailers across Canada, and begun an online shop with a subscription offer. 

Food Quality

Tom & Sawyer prides itself on using high-quality, human-edible ingredients in their pet food, which sets a high standard for nutrition and safety. They used to claim that all their food was “chef-made in Toronto,” but with the decline in quality and their wide distribution, it’s hard to believe chefs are still producing everything out of their flagship kitchen storefront in Toronto. It’s likely that to fuel their retail expansion, they’re outsourcing production, which has resulted in a noticeable decline in quality and consistency, as suggested by our recent order and many online reviews.

The food has become excessively watery, with some meal packs containing up to 75 grams of water in a 454-gram package. Additionally, there is a lack of consistency in the size of chopped vegetables, which can be problematic for smaller dogs. Despite their certification from the Fresh Cooked Pet Food Alliance (FCPFA), the fact that this is a self-founded standard raises questions about their transparency and commitment to maintaining high industry standards. This decline is particularly disappointing given the premium price of their products.

Recipe Formulas and Vet Involvement

Tom & Sawyer offers an impressive range of nine different recipes, more than any other fresh food brand. These include unique options like kangaroo and venison, ideal for dogs with allergies, though they come at a higher price. They also cater to specific health conditions and life stages, such as their Fisherman’s Best Friend recipe designed for renal support and senior care.

Despite claims of balancing meals with the National Research Council and AAFCO standards, their recipes appear to rely heavily on starches and vegetables, with less meat content and protein than other brands. The recipes are initially developed by chefs rather than vets or pet nutritionists, and the names of those responsible for recipe development are not disclosed. Additionally, while they have Kelly Swanson, Ph.D., as an animal nutrition consultant, there is no direct consultation available with her. This leaves us with some concerns.

Personalization

Though Tom & Sawyer claims to offer personalization online, the service has its limitations. While you can input your dog’s information, choose recipes, and set delivery schedules with subscription savings, the food comes in the same one-pound meal packs available in stores. These packs are not pre-portioned, requiring you to measure out the appropriate portions for your dog. Additionally, the recipes are not truly personalized, as you cannot modify ingredients to suit your dog’s specific needs, which adds a layer of inconvenience for pet owners seeking a tailored feeding solution.

In-Store Availability & Delivery

Tom & Sawyer’s fresh pet food is available online and across various pet retailers throughout Canada. In the Greater Toronto Area (GTA), these products are quite accessible. While purchasing in-store can be pricey, it provides a convenient option in a pinch, especially since gently cooked brands are rarely found in pet stores. Additionally, being available both online and in-store allows pet owners to try a recipe before committing to a larger online order, where free delivery is only available with a minimum purchase within the GTA. Shipping outside of Ontario can be quite costly. 

Price

When it comes to price, Tom & Sawyer’s fresh dog food is notably more expensive than traditional kibble, which is understandable given its use of high-quality, real ingredients. They emphasize that their food cannot be compared to the lower quality ingredients and processing methods of kibble. However, compared to other gently cooked brands, Tom & Sawyer is on the pricier side. This is particularly significant given that they do not offer free delivery outside the GTA and their meal packs are not pre-portioned, which adds to the overall cost and inconvenience. While the quality is mediocre, the value may not justify the higher price for all pet owners.

Taste Test

During a taste test, my dog ate Tom & Sawyer’s food, but not with the same enthusiasm he shows for other gently cooked brands or as he did with Tom & Sawyer’s food years ago. He particularly struggled with the larger pieces of sweet potato, finding them difficult to chew. This change in his reaction suggests a difference in either the recipe or quality over time, impacting his overall enjoyment of the meal.

Customer Service & Complaints

Tom & Sawyer’s customer service has been a mixed experience for many pet owners. While some appreciate their responsiveness and willingness to address issues, others have reported delays and unsatisfactory resolutions. Their customer service team can be reached through multiple channels, including email and chat, but not phone, and the consistency in resolving concerns has varied. This inconsistency, particularly regarding quality issues and delivery problems, can be frustrating for customers who expect premium service to match the premium price of the products. Improving their customer service reliability could enhance overall customer satisfaction. Additionally, if you have an issue with their product but you purchased it from a retailer and not them directly, they won’t help you.

Recalls

Unlike many of the big kibble brands and other commercial dog food brands, Tom & Sawyer has never had a recall.

Conclusion

Tom & Sawyer was a pioneer in the gently cooked dog food market, but as new competitors have emerged, its appeal has diminished. The decline in quality, watery consistency, and lack of true personalization have been disappointing, especially given the premium price. Additionally, their reliance on self-founded standards and outsourcing of production have raised concerns. While their products are conveniently available in local pet stores, other brands now offer better value, higher quality, more personalized service, and free shipping across most of Canada, making them a preferable choice for discerning pet owners.