At a first glance, I could see what they meant. Their old logo seemed outdated, it featured a dog's head and the brand name next to it in proportions that did not work when you scaled it down. Another important thing that was mentioned was the fact that their current dog in the logo was a random dog with no association to the brand or the owners, however the owner has a black Labrador named Bella.
Some things they already liked about their brand (and I agreed) was the feature of a dog's head and the use of Serif font. Something I haven't mentioned yet in terms of what they did not like, was the fact that the dog illustration looked too detailed and complicated and they wanted something simpler, elegant, timeless with a touch of bohemian.