FreshpetReviews of freshpet.com

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

Response from FreshpetApr 10, 2023

We are sorry to hear you are unhappy with our new website. It is a subscription-based site as consumers were unhappy with substitute items being sent out. We have now linked our warehouse to inventory, so we are better able to manage order flow. There is a 50% offer off your first 2 boxes. The hamper size is based on your pet’s profile and delivery is now included. You may now manage the subscription yourself and have the orders delivered at whatever timing suits you best. You may cancel at any time, take breaks etc. Also, you are still able to make one off purchases; and these hampers, like the Easter special, are advertised on our homepage. We sent emails to all customers with a special introductory offer. Do call our customer contact centre if you cannot locate your incentive email. Freshpet Care Team

Response from FreshpetMar 10, 2023

Hello Hazel, 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. Regrettably, we are unable to offer vouchers, however, our call centre will reach out to you with the exact date of our next demo day at the store. We also have a 25% off discount on your first 3 boxes when you subscribe to our home delivery service. As we are a fresh food manufacturer, We are unable to send out free samples. Sincerely, Lisa Freshpet Consumer Care

Response from FreshpetDec 14, 2022

We are very sorry to hear about your experience with our subscription service. We are still very new to direct to customer deliveries, we’re aware that the service is not perfect yet. We make fresh cat and dog food and use human grade ingredients, sometimes we have to make substitutions due to these fresh ingredients not being available. For example, our beef roll... there is a global shortage of grass fed beef and we do not compromise on quality and will not use anything less... not dry or frozen or by-products. We can assure you that all of our recipes are made to the same standard and this is why our furry friends love Freshpet... its fresh from start to finish. Our terms and conditions make this very clear, so we are very sorry you are upset that we have made a substitution, and so are we. Unfortunately as we navigate the world post covid we have issues in both transport and ingredients... both out of our control we are trying very hard and so are our partners.

Response from FreshpetAug 1, 2022

Hello Eileen -- We're sorry to hear about your experience with our subscription service. We're very new at direct to customer deliveries, and we're 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're looking at ways to fix this. Sadly 680g multiprotein roll will be out of stock for some time due to supply chain distribution that many companies are experiencing. A refund has been issued for you.

Response from FreshpetJul 20, 2022

Hello Pavan, We're sorry to hear about your experience with our subscription service. We're very new at direct to customer deliveries, and we're 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're looking at ways to fix this. In reviewing our records, our records show that your subscription has been canceled, despite not meeting the original obligations at sign-up. Along with this, a refund has has been processed for you. If you happen to get a future delivery, please contact us right away, and feel free to donate the food to a local shelter since your dog is not interested in the food.

Response from FreshpetJul 5, 2022

Hi Chris -- We're sorry to hear about your experience with our subscription service. We're very new at direct to customer deliveries, and we're 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're looking at ways to fix this. Please accept our apologies for the charge being taken; this can be refunded easily. Our customer contact centre tries very hard to return calls and resolve issues first time around. It is difficult to sometime return a call so the 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]. Also please be aware that all of our recipes are made using 100% fresh all natural ingredients so you can change between individual flavours, which is why we offer alternatives. Sadly like many other human food fresh retailers we are suffering with delays to our supply chain thanks to Covid and BREXIT.

Response from FreshpetJun 6, 2022

Firstly, it’s great to hear your dog loves their Freshpet meals. And secondly we are sorry to hear about your experience with our website service. We are very new at direct to customer deliveries and we are aware that the service is not perfect just yet. We are also sorry that our customer care centre let you down by not resolving this right away. 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]. 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, we’d like to investigate further and help get this resolved.