PetflowReviews of petflow.com

The new website is difficult and frustrating to navigate. I've been customer for many years. I'm satisfied with the company, product and cost. Website is a different animal.I needed to add another food to my autoship but the process was not there to do.

There is not a low enough rating to give this horrible wretched pathetic wannabe co. Since I know most, if not all of you do not want to read every gory detail of what I've had to deal with over the last almost 3 weeks.They are the epitome of bit-off-way-more than they could chew! The reason their customer service is so inexcusably bad is they're understaffed, and the staff they do have includes liars, rude, apathetic, robotic, anything but helpful entitled personnel. They try to compete with Chewy, but they can't hold a candle to Chewy. They had to literally shut their phones down because they couldn't handle the volume of orders with the technology they use. How do I know this? Because it was near impossible to communicate with customer service. Either the phones didn't work or the customer service rep you do speak with does absolutely nothing to help you other than to repeat what you say and apologize on behalf of the company. The left hand doesn't know what the right hand is doing, and it's very obvious in their poorly run customer service department. You also have to be very careful working with them. Their process is such that too many hands are involved in your order before it's sent out, and the margin for error is huge. People will tell you they'll call you back and they won't. They do not acknowledge any mistake they make, nor do they want nor care what the outcome is for the customer. Their only concern is doing their job as they are told. They think they are entitled to treat you whatever way they want to, because they believe they're still doing their job. I ordered 50 lbs of prescription food weeks ago. The nightmare began when they tried to fill my Rx with another dog, owner, vet, breed, and STATE! Their response was to blame my vet, as if my vet would have a Rx from a Petco in another state, carelessly laying around, to then somehow swap the Rx with the one I submitted. Their Billing System sucks. I got charged two different times with two different amounts and they had to credit me back the difference. More wannabe. Okay I'll cut to the chase. Their customer service is appalling. They don't have the appropriate personnel to handle the volume of customers they have. They make stupid mistakes, they act like freshmen, they do not care if they help you or not, and they're trying to be successful in a league they are out of. If you want to party with the big boys, then you got to show up. I am sure they'll convince themselves or someone that this was a one-off situation; I highly doubt that's accurate. They do not return phone calls, their billing is not consistent, they are anything but helpful and make it clear they don't care. I would think this might be a one-off situation if the majority of what I have to say is consistent with the other negative reviews. The good thing is most of their reviews are positive. The bad news is too many of their reviews are negative for many of the same reasons. They are simply just unprofessional, not helpful, rude, fake and out of their league.

timely delivery and ease of ordering mad the experience great

I never have problems with Pet Flow. The orders are always on time.

I've been ordering from Petflow since 2018, never had any issue until recently. I was given a autoship discount at a time Petflow was actively trying to take advantage of the Chewy acquisition from Petsmart when so many top pet food companies where yanking their products. I was given a discount for the life of my autoship, which they honored up until this last order. When I called to inquire why my autoship hadn't processed I was given a line about how some "legacy" account discounts had a glitch when they migrated to the new system and that to fix it they would have to set me up another autoship account. I refused until I was guaranteed my discount would be honored. At that point I knew that something was up, the customer service rep Ryan, denied any type of legacy discount and continued to insist they had never given a discount larger than the 15% he offered me for being such a long-term customer. I requested to speak to someone higher up to be able resolve the issue and was told he would let someone know to call me back. After several days waiting I called again, and again got Ryan. I got the same song and dance, this time he made no pretense of trying to deny the discount I was given in 2018 and told me they wouldn't honor it. At this point the trust I had in them is totally gone and I'll take my business elsewhere.

Notification or Understanding I was not notified or sent a warning of not receiving my subscription of dog food. When it did not arrive with my cat food I checked my account and saw a credit for the amount of the dog food. I had to run to the local store as I was out. I do not know why the dog food was not sent as it was available for me to order.

Always get my dog food on time

No issues with ordering or delivering the new website is a little challenging