FreshpetReviews of freshpet.com

Would have given 5 stars until they decided to transfer to a new system which has resulted in them changing the menu available. I have explained to customer service that I have a large breed dog and the new menu has excluded 2 rolls of meat and replaced with bone broth. The previous menu I was paying wasn’t enough food for 1 week by a day so I would add chicken to make it up, but to then decide to remove 2 rolls of actual food is absolutely no good for me. Their reply was well we have replaced with treats so still the same amount of food. Mathematically yes still same amount of products but not in the form of actual meals. Maybe this person doesn’t have a dog and understand the need of regular meals 🤯. I told her there was no way 2 bone broth a week is of use to me and she then said it was freezable. I don’t want a freezer full of bone broth I want the food subscription I am paying for. I didn’t sign up for treat subscription. So as a result of this I have cancelled and would only return if they decide to revert to previous menu, or additional menus based on dog size. I really think the company should listen to their customers as the food isn’t the problem, it’s the way it’s being offered and the star ratings prove this.

Apparently they are undergoing changes to the subscription service. Can’t log in to my account as it supposedly no longer exists. After phoning I was told to wait for an email with instructions of how to set up a new subscription and to contact them again if it doesn’t arrive by the end of the month. In the meantime the date for my dogs next food order is getting closer. Some supermarkets are meant to stock this but the fridges are almost always empty hence the subscription. Such a shame as it is a really good food which my dog loves but I am having to look for an alternative.

Our dog has been on Freshpet for about 18 mths now. He is very fussy but he loves all the varieties & the food suits him. Was buying Freshpet at the local supermarket but was never sure whether they would have stock so decided to go direct. Have been having deliveries for the past 2 months with no problems so hoping this will continue. Many thanks Freshpet we are all very happy with service & food

Really not impressed at all . Food is loved by my dog, that’s not the issue ! The company is run extremely bad . Shops not being stocked… ever! Then I decided to go with the subscription instead only to be delayed by weeks due to no stock , then they lost my order details due to “new system” so an IT issue. You try and call now that’s even a bigger challenge. Wish my dog didn’t like the food as it’s expensive and company not easy at all !

From delivery to pet satisfaction- fabulous

These products are out of stock at the two largest pet stores in my town. That can happen .. but the company's customer service is non-existent. We have the choice of speaking with an off-shore call center where the reps barely speak English or doing a chat with a bot. The company is having issues getting the product to market. Yet they have very little information and zero customer service. EDIT: Well, FreshPet replied and you can see what I mean about awful service. Even though this review clearly shows that I am in the United States, their reply assumes I am in the UK. EDIT: I received phone call from a customer service rep in the US. I do appreciate the effort and have moved my star rating to 3 stars from 1 star.

Due to being disabled I signed up for hassle free deliveries. First delivery they sent wrong food. 2nd delivery was late and I telephoned and was advised of global distribution and supply issues. Not great when you have a subscription and reliant on delivery. Needless to say i telephoned in aug and cancelled this ordeer and refund requested together with cancellation of subscription. However the subscription was not cancelled by them and I was charged again on my Paypal account for September I have today 28th sept phoned 4 times and they still have not refunded me.

First order arrived in very poor condition as the freezer pack had burst, gel was all over the food and the box was soaked with the food not at all chilled. This was replaced and in good condition. However the second order arrived again with a burst freezer pack and water in the box. I wonder if the couriers do actually deliver the same day as required. I have cancelled my subscription due to this.