FreshpetReviews of freshpet.com

Response from FreshpetAug 21, 2023

Hi Chris, We are sorry to hear you are finding it difficult to find some of our recipes in store. We had to change some of our bar codes recently which meant some retailers had a problem ordering. We have rectified this with Tesco, Sainsbury, Morrisons & Asda so they should be back in stock now. Unfortunately restocking our retailers left us a bit short on our own website. As you’ve mentioned by the end of the month this should also be fixed. We are so sorry to hear your pup has an upset tummy, if you email us at [email protected] we can let you know what is in stock and put an order together for you, free of charge. The Freshpet Care Team

Response from FreshpetJul 31, 2023

Hello Debra, We are so sorry to hear that you are finding our small dog range out of stock at your local retailers. If you send us an email to [email protected] we will pick this up with the stores directly. We are in full stock so this should not be an issue. We did have some issues when we switched to new bar codes but this is resolved now. Our subscription service offers a variety of small dog items per order. However you can customise these to only rolls or only bags. We also have a 50% offer on your first two orders. The Freshpet Care Team

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 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 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

Response from FreshpetJun 23, 2023

Hello Suzanne, We certainly understand that this is frustrating. We are working with our retail partners to resolve this situation. As your purchase was with Asda if you'd like a cash refund, you will need to speak to the customer service team. However if you'd like a complimentary hamper from us we can certainly send you one to make up for the inconvenience. The Freshpet Care Team

Response from FreshpetJun 2, 2023

Hello Brian, We are sorry to hear that your cat did not like our gourmet pate roll. Changing your cat to a fresh diet can take some time and we have a lot of hints and tips on freshpet.com. However, we appreciate you might not want to, so if you purchased directly from us we are happy to swap your recipe for the chicken bites. If you purchased with one of our retailers they can refund you at store with proof of purchase. Freshpet Consumer Care