Artie
Freshpet couldnt have got it more wrong.
I was a subscriber for over 2 years and the only problems I had were with the courier. All of a sudden my delivery just stopped. No communication, no notice, no forewarning, nothing. Just my pets food running out, and me having to phone them, only to find they have wiped out my customer details from their system completely. I am now told they have ‘an exciting new menu’, and I am being forced into buying a load of extras I simply dont want, and a price increase from £65 a month to £105 a month or to cancel. Freshpet couldnt have got it more wrong for existing subscribers. We arent excited by your new service, we are furious. I have voted with my feet and am awaiting my new order from Butternut box. I hope the rest of freshpets disgruntled customers do the same. Edit :- My previous subscription was two 7 roll packs at £30 each plus £5.95 shipping =£65.95 a month. The new subscription is £50 each and includes the bone broth and treats I dont want and costs £100 a month (if shipping is now free). NO treats were in my previous subscription and the price HAS gone up so dont talk nonsense. If there had simply been a reasonable percentage increase (not 53%) due to increased production costs I probably wouldnt have an issue. But the communication around the change was appalling at best and the new alternative just not viable or suitable. The store fridges are empty and then they have the audacity to tell me to gentle transition to a new food.
Response from FreshpetNov 6, 2023
Hello Artie, We are sorry to hear you are unhappy with the new subscription service. The new service means you will be offered 3 menu’s to choose from and you can customise these. Our prices are the same, as delivery is now included in the price, rather than being a separate charge. Bone broth is an added extra. Treats were always in the previous subscription service. We appreciate that the new service may not be for you or your pup. We are available to buy in Tesco, Morrisons, Sainsburys & Asda. We hope that your new service works for you and your pup. We also hope that you give time to transition the food accordingly to keep your pup from having any tummy troubles. Should you need additional assistance, please call our contact centre on 0800 00 91685. The Freshpet Care Team