FreshpetReviews of freshpet.com

Response from FreshpetJul 24, 2023

Hello Clare, We are so sorry your kitty’s favourites are out of stock. There should be no reason for this as we are in full stock. We recently changed our bar code and this did cause some issues but these are fixed now. If you email us at [email protected] letting us know which stores you have visited, our retail team will reach out to them to remind them of their responsibilities in terms of replenishing stocks in the fridges. The Freshpet Care Team

Response from FreshpetJul 18, 2023

Hi Pauline, We are so sorry that you have been given this advice. We will sure this is reviewed by the contact centre. Our new subscription service means that you need to select a menu for your pet every week/fortnight/month from the email we send you. This s to ensure only the freshest recipes are being sent out to you. We send this email about a week before your delivery is due. If you would prefer rolls only we can set this for you in the system to prevent this happening again. From next month you can also do this in the system if you have created an account with us. If you send us an email to [email protected] we can get a new hamper out to you free of charge. Again we are very sorry for the mix up. The Freshpet Care Team

Response from FreshpetJul 13, 2023

Hello Shileena, We are sorry to hear that your cats are sad, let’s put this right immediately. We are in full stock on the website. Please reach out to our customer service and we will get your parcel redelivered free of charge. Call then on 0800 00 9618 or email [email protected]. They will need your order number. Also Tesco should have our chicken roasted meal recipe in stock. However the pate roll will be not be available until Monday. If you let us know which Tesco doesn’t have stock available our merchandising team will reach out to them. The Freshpet Care Team

Response from FreshpetJul 10, 2023

Hello Sarah, We are sorry to hear about this issue however we are in full stock. If you could let us know which stores are struggling to replenish their fridges our merchandise team will reach out to them and get them to correct any inventory discrepancies they have. Our website buyfreshpet.co.uk is in full stock and there is a 50% offer off your first 2 boxes. The Freshpet Care Team

Response from FreshpetJul 7, 2023

Hello Lianne-Marie, Thank you for your feedback. We are sorry you are unhappy with the subscriptions service. We do not compete with our retail partners on price. The retailers are at liberty to set the prices in their stores at the level they see fit. Our subscription service includes the delivery fee which is for next day. As all of our recipes are fresh and all natural they need to be kept with the refrigeration chain which unfortunately is costly for home delivery. We are unable to alter this delivery cost as it is set by our delivery partner DPD. We do have offers like the 50% off your first 2 boxes and send free gifts where possible, to off-set the delivery charges as best we can. We thank you for your continued business. The Freshpet Care Team

Response from FreshpetJul 7, 2023

Hello Jayne, As our foods are all natural with no artificial or chemical preservatives, they can be naturally at risk for spoilage similar to other fresh groceries if exposed to oxygen for a prolonged period of time. We noticed this could happen if there is damage or even a cut or microscopic tear in packaging. Freshpet is committed to providing our consumers with safe, quality products. Our pet food recipes are manufactured in accordance with stringent Good Manufacturing Practices and meet all regulatory requirements. We are so sorry to hear of this experience. Our email address for the pictures and proof of purchase is [email protected]. If you purchased from one of our retailers and need a cash refund you will need to return the item to them. However we would be more than happy to send you a complimentary Freshpet hamper. Please provide your phone number and email address in the photographs you send to the email address. The Freshpet Care Team