FreshpetFreshpet is an American manufacturer of fresh, refrigerated food and treats for dogs and cats using natural ingredients, and are the first in the fresh and refrigerated category to be distributed across North America.
Freshpet (freshpet.com) has 1,217 customer reviews on Five Star Index, with an average rating of 4.5 out of 5.
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Hannah H.
I love the freshpet subscription service, it means we never run out of food. Our dog is a very fussy eater and this is the only food she will eat. Always delivered on time and packed well to keep the food fresh. I would like to be able to change my delivery frequency to every 3 weeks which isn't currently an option. I'm happy with the variety but it also may be nice to pick the flavours myself.
Mrs. Susan F.
I am writing this review mainly for the seller. My dogs, 1 much more fussy than the other, both love freshpet. I had to do a lot of haggling to get the meals and the amount of them correct weekly. But now all is great, it's a bit more expensive than other foods, but to me I get what I pay for, which is 2 really happy healthy border collies. 😀 Ed and Bailey say thanks.
Natalie C.
Fresh pets has been an amazing change for my animals, they love the taste of the food and the treats and are delivered efficiently. The only things is fresh pets doesn’t reply to emails and don’t deal with issues at all.
Response from FreshpetMay 19, 2023
Hello Natalie. We are so sorry to hear that you are still having issues. Our records show that a refund was processed for the issue that you had with one of our products. Please let us know if that refund did not process through. We are happy to hear that your pups love their food, and none of us could live without a few extra treats in our lives! The Freshpet Care Team
Katie G.
Food delivery arrives on time. Both my dogs enjoy the food and one of them is a fussy eater. Sometimes replacement flavours are substituted when stock is short but this hasn’t been a problem as the dogs enjoy all the flavours. Christmas gifts and treats where appreciated.
Philip P.
Excellent quality of dog food and the delivery is extremely prompt
Marc C.
I took up the SUBSCRIBE50 weekly offer online, chose my box and waited for it to arrive. Unfortunately the contents didn't last a week and I had to buy more from my local asda store to see us through to the second box being delivered. Unfortunately the second box didn't arrive even though payment had been taken 5 days earlier. Checked my Fresh Pet online account to see what had gone wrong but they had the delivery as Full filled. Checked the Help section only to find that the Help section didn't exist. Error 404 message only. Tried tweeting the company but was advised to contact the UK branch of Fresh Pet and offered an email address to contact. Response to Fresh Pet reply I paused my subscription after the second payment had been taken as I had used the two half price weekly box deals and as I said the food did not last a week so I was certain I was not continuing. I also over never said the payment was taken 5 days earlier than expected, I simply said the second box had not arrived even though payment had been taken 5 days earlier. If you hit the HELP link on the website see where it takes you.... No where but a 404 Error page does not exist message. This response is is exactly what I expected based on your response when I spoke over twitter. Not interested, not helpful and down right dishonest. One star
Response from FreshpetMay 9, 2023
Dear Marc, We are sorry that you are finding the weekly subscription insufficient for your dog. We base our feeding guidelines on average activity levels so if your dog is much more active this could affect how long the food lasts. We have looked into your account and we can see you created the subscription and your second order was created at midnight on 28th April. However, shortly after at about 2am you paused your subscription. Payment was taken out on 28th April at midnight, so we are not sure where the 5 days earlier than expected payment occurred. We can of course take your subscription off hold and process the order or refund and deliver at a different date. Additionally we are unable to find the 404 not found page- if you could give us some more detail we will make it right as soon as possible. On our help page there is a free phone number for our contacts centre and that is also sent on order confirmation emails. Please do call us so we can help you further on 0800 00 96185 Freshpet Care Team
baldip B.
Generally buy it from local supermarket but also online. 2 of the last 4 packs that we have brought from morrisons went off within 4 days of opening the bag. A few chunks of the meat in the bag went a brown green colour so promptly disposed off. Not sure if it's the supermarket not storing it properly or the product but disappointing as at 10 pounds a bag, it's not cheap. In response to the reply from fresh pets. We have been using fresh pets for over a year and haven't had this issue before. Its not a storage or temp issue on my end. If there are pin picks in the bag, then this is surely a QC issue. A fairly lazy response from customer services!!!
Response from FreshpetApr 24, 2023
We are very sorry to hear that you are finding an issue with discolouration. We typically tend to see this happen because there’s a pinhole in the bag somewhere or the package wasn’t sealed. All of our bagged recipes come with a zip lock at the top and you should always force the air out of any opened pack before re-sealing. All Freshpet recipes should be chilled to a temperature of between 1-4 degrees to keep it fresh for 7 days. Freshpet Consumer Care
Andy
Have previously had good service from Freshpet UK but since they changed their business and subscription model it has gone horrendously badly wrong. You cannot access your information online to change delivery dates and when you call the customer service team they are beyond incompetent. I have called three times this week to ensure my order will arrive today, each time I was assured it would but never had a confirmation. It didn't arrive , I have a hungry dog and ...customer services don't care. They won't put you through to head office (Matthew Hodgson is the general manager) and they don't call back. I have wasted over an hour on the phone this week and now I'm going to change brand. Awful, zero or minus stars would be a more applicable rating. The GM is mhodgson at freshpet and the .com. Emailing today so will see what happens!! Update.....the issue was primarily due to the web portal no longer giving visibility of future subscription delivery and the ability to amend. With this having been removed the call centre were taking calls and misinterpreting requirements. it never got to delivery. that said , Freshpet came good and delivered my monthly subscription at no cost so I have changed the rating accordingly. one to four stars!!!
Response from FreshpetApr 24, 2023
Dear Andy, We are sorry to hear about your experience. Our delivery partner has week day slots for the type of service we require to keep the food refrigerated. We are sorry that they have let you and us down on this occasion. Additionally we agree with you our call centre could have done a much better job of keeping you informed, we will address this through further training with the agents. We would be more than happy to refund you for the missed delivery and get a fresh hamper out to you this week. We will call you asap to arrange this. Again we are very sorry that you and your pup have been let down. Any discount applied to the missed delivery will of course be applied to your next box. Freshpet Consumer Care
