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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Hayley F.
I highly recommend Fresh pet! I now only give my cat products from this range, she particularly likes the chicken and beef cat roll. I'm so pleased with the products as she enjoys them and her bad skin and fur patches have cleared up. She looks so glossy and healthy now. I could not be happier.
Response from FreshpetAug 1, 2022
We're so happy to hear that your sweet kitty is loving our recipes! 🐾
SMG
A friend recommended Freshpet, saying their cat was happier and healthier, so I had to have a look. Loved that the website had a "product selector" so I could choose what was best for my boy. I decided to try both the "tender bites" and "gourmet pate" to see what he'd prefer. I started off by giving him is normal cat food for meals, and using Freshpet as treats. (If you're ever changing your pet's diet, do it slowly so you don't upset their digestive system.) I expected him to like the tender bites best, but he couldn't get enough of the pate - he behaved like it was catnip! :D I am close to having weaned him off his old foods and we won't be going back to them. He seems happier and has so much energy - it's like he's a kitten again. The big win for me is his litter tray. As he's eating better quality food, it no longer stinks out my whole flat. Just for that, I'd recommend Freshpet!
Response from FreshpetAug 1, 2022
We're so happy to hear that Jupiter is loving our recipes! 🐾
khanada G.
absolutely love this company! my dog had a skin issue and after using fresh pet it completely cleared up. my fur baby loves it too which is an added bonus. highly recommend!
Karen E.
If I could give zero stars, I would. I had a subscription and the money was paid to Freshpet. No delivery received. Called twice and got fobbed off with the excuse somebody would call me back - which, surprise surprise, they didn’t. Phoned a third time and was told that DPD had attempt to deliver. Not true - we have CCTV. Cancelled subscription.
Response from FreshpetMay 31, 2022
We are sorry to hear about your experience with our subscription service. We are very new at direct to customer deliveries and we are aware that the service is not perfect just yet. Our delivery partner DPD are instructed to make a delivery that day and not return customer packages back to their depot as our recipes are fresh never frozen. We are also sorry that our customer care centre let you down by not resolving this right away. We can of course get a new order sent out to you free of charge or we can simply refund you the order entirely? Please accept our apologies for this issue not being resolved sooner. Our customer contact centre does try very hard to return calls and resolve issues first time around, but it is not always possible. It is also sometimes difficult to reconnect with our customers as we appreciate people lead busy lives. This is why our 0800 00 96185 number is manned 7 days a week 365 days a year. If you are struggling to get a response we also offer an email service [email protected]. Please let us know how you’d like us to resolve this and we hope you’ll give us a second chance.
Miss W.
Signed up for subscription delivery every 2 weeks for my dog who loves this product the company have charged me for 4 deliveries which have never been received I told them to cancel my subscription and to provide a refund they are still charging me no refund and no callback despite being told a manager would call me back. They do have issues getting the product into the country and should not be taking customers money when they are aware they cannot fulfil the orders which is a pity as their product is good customer service is awful
Response from FreshpetMay 26, 2022
Firstly, it’s great to hear your dog loves their Freshpet meals. And secondly, we are so sorry to hear about your poor experience both with the call centre and with our subscription service. We are very new at direct to customer deliveries and we are aware that the service is not perfect just yet. There are a few reasons for this but mostly its due to the fact that our subscription app is not yet linked to inventory levels at our warehouse. We want to assure you we are looking at ways to fix this and quickly. Please accept our apologies for the charge being taken, these can be refunded easily via our contact centre. Our customer contact centre tries very hard to return calls and resolve issues first time around, but it is not often possible due to different discounts being applied to orders (for example the 50% off code you used.) Our 0800 00 96185 number is manned 7 days a week 365 days, we are receiving higher than usual call volumes and it’s often difficult to reconnect with our customers. If you are struggling to get a response we also offer an email service [email protected]. Lastly we also deeply regret that you haven't been able to find our recipes. We are catching up on stabilising our inventory. As many food companies have experienced this past year, we have faced challenges with getting ingredient deliveries timely and staffing shortages both internally and externally have impacted our timeline. In addition, the demand for our food has increased tremendously. While our production staff is working 24/7 it is taking a bit longer than anticipated to fully replenish our stock. Again sorry we let you down as your pets favourite was no available, which is why we offer alternatives when this happens.
Suraj
Created a subscription to have my dogs food delivered every 2 weeks. 1st delivery arrived but was then notified that due to shortages they couldn't fulfil the 2nd order. My dog has a sensitive stomach so changing foods at such short notice isn't an option moving forward. Told them to cancel the subscription which was acknowledged. 2 weeks later am charged for the next delivery, which shouldn't have happened as I had cancelled the subscription but better yet they didnt even deliver the food they charged me for! Called up, raised a complaint and was advised I would be called back. Over a week has passed and no call back. Called today and again been told that someone would call back. Stay away - what's the point of a subscription when they can't fulfil the order yet also keep charging you despite cancelling! Looks like I'll have to raise a formal chargeback with my credit card company!
Response from FreshpetMay 26, 2022
We are sorry to hear about your experience with our subscription service. We are very new at direct to customer deliveries and we are aware that the service is not perfect just yet. The subscription app we use is not linked to inventory levels at the warehouse and we are looking at ways to fix this. Please accept our apologies for the charge being taken, this can be refunded easily via our contact centre. Our customer contact centre tries very hard to return calls and resolve issues first time around. It is difficult to sometimes to reconnect with our customers as we appreciate people live busy lives. This is why our 0800 00 96185 number is manned 7 days a week 365 days a year. If you are struggling to get a response we also offer an email service [email protected]. We also deeply regret that we haven't been able to deliver your pets favourite recipes. We are catching up on stabilising our inventory. As many food companies have experienced this past year, we have faced challenges with getting ingredient deliveries timely and staffing shortages both internally and externally have impacted our ability to deliver to our consumers wishes. In addition, the demand for our food has increased tremendously. While our production staff is working 24/7 it is taking a bit longer than anticipated to fully replenish our stock. But its worth remembering that as all of our recipes are made using 100% fresh all natural ingredients you can change between individual flavours, which is why we offer alternatives.
Gwen Do L.
I switched my senior Mini Schnauzer to FreshPet about 8 months ago. She had been battling gastrointestinal problems for over 3 years and was also a picky eater. She didn’t feel good and it was obvious in her behavior. After switching to FreshPet there was an immediate change in her behavior and she felt so much better! She no longer stayed close to the house for potty breaks and her gastro problems quickly resolved. She felt better, she had more energy, she would take long walks on her own, and she bounced around like a pup and she’s nearly 15! I was so happy with the changes it made in her. No one sells FreshPet within 22 miles, so we have to buy it in the next town. My complaint with the food is that it seems to spoil very quickly after opening it. We’ve had very few bags that we’ve fed out completely before the food goes bad. You can smell it when it starts to spoil. We do keep it in a very cold fridge, but even that doesn’t help. We make sure air is removed from the bag and we seal it completely before it goes back in the fridge. This food is too expensive to have to throw out after half a bag. I’m not sure how to resolve this. Maybe I’ll start keeping it in the freezer between feedings to prevent spoilage. I microwave her food for about 15 seconds anyway to knock the chill off of it. She doesn’t like it ice cold.
Paul S.
I have generally been pleased with fresh pet but as in another review I just read every few rolls I’ve purchased lately have just been oozing with slime. I alternate the large rolls of chicken and beef and noticed it with both. I wasn’t sure if it was normal at first so I fed my dog with it. He initially would eat it but one day he refused. I knew then that this was not normal. I normally buy it at Safeway so I’m going to try to get it elsewhere. If I get another slimy roll I’m going to switch to something else unfortunately. 4-5 slimy rolls in 2 months is unacceptable.
