FreshpetReviews of freshpet.com

Nothing special. YOU COULD FEED THEM ROAST BEEF AT THESE RIDICULOUS PRICES

Smelled lovely I honestly thought my old cat would like it but he won't go near it very disappointed

Considering all the advertising and hype, I thought I would try Freshpet for cats. I bought the tender chicken version with high hopes. Unfortunately, nether of my cats would eat it. Even my cat that pretty much likes everything, food wise, would not touch it. I only gave it two stars instead of one since it does smell good.

Bought the Crufts hamper,short shelf life! Also purchased thr cat food which the cats will not even look at. Dogs not overly keen either, buyer beware. Heading for the bin.

Why is it so difficult to keep pet food in stock? Why is the customer support team so completely unaware of virtually anything regarding the subscriptions or stock levels? The product itself is fine, although very expensive, but we have a sick cat that seems to only be able to tolerate FreshPet. (Other natural cat foods cause him to have severe bloody diarrhea) The nearest retail location is 45 minutes away, and trying to check stock via app or phone is pointless for this store. FreshPet seem to run out of various foods on a regular basis, and trying to do something as simple as calling their customer service line and asking "Do you have xxx in stock" results in a 15+ minute phone call, only to be told "I will have someone contact you" (but don't know when or who or what). Basically, their customer service is just painful to work with, and it just seems so overly complicated to manage a simple subscription. (Whereas my multiple subscriptions with Pets at Home for other products are reliable and simple to manage. And their CS team can actually sort out problems.) Overall, their products are good, but their prices, subscription management and Customer Service can all do with a lot of improvement. Here is an example of their communication: (On the day they were supposed to ship my latest order) "We are sorry to inform you that we are currently out of stock of all of our cat recipes. We have had to place your future orders on hold until we are able to fulfil them. We hope this will be resolved in February" But they managed to charge my credit card for the full amount. Maybe they should wait until they are ready to actually ship the goods BEFORE taking payment? That was 14 days ago. And not a word since. I guess I just tell our cat to sit tight and wait for the next email before he can eat again. I'm sure he'll be fine. Suggestions for FreshPet decision makers: 1) Educate your CS Agents on your products and processes, and give them access to investigate simple things like stock levels. 2) Allow a purchase process OTHER than a fixed "weekly / fortnightly / monthly" subscription. Why can't I just go on you website and order xx number of products if and when I need them? 3) Review your prices. 4) Manage your supply lines a bit better. (Running out of stock frequently indicates your lack of experience with the retail world / supplier chain) [Response to Freshpet: The comment about stock availablity was not about Tesco etc, but about your own stock levels. i.e Your staff don't know what YOU have in stock or when they can ship anything.]

My dogs love the food but the customer service is lacking. I’ve been charged twice for my order but trying to get a refund is a nightmare. I’m hoping this review prompts somebody to help!

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 my dog is very particular with his food and the previous set up was working brilliant, but this new forced package does NOT work for us. I don’t want a freezer full of bone broth I won't use nor do I want the treats. So as a result of this I have cancelled and would only return if they decide to revert to previous menus. Poor communication around the change - didn't receive any notification and my dog food just stopped arriving. 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.

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.