FreshpetReviews of freshpet.com

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.

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.

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.

Response from FreshpetJan 20, 2022

Hi Jmtz -- We appreciate your loyalty and we're very sorry you've been noticing quality issues with our rolls. That's not up to our standards, and we'd like to make it right with you. Can you please try our Customer Care team again at 866-789-3737 between 9a ET and 9p ET Monday-Friday? You can also reach us on our website at: https://freshpet.com/ask-freshpet/#contact/. We've gone ahead and created a case for you in our system, so you can reference Case #347053 and that should speed up the process a bit. Hope to hear from you soon.