PetflowReviews of petflow.com

Your new interface is terrible. I will be cancelling my autoshios that I’ve had for more than a decade—you are now unreliable both in getting food delivered on schedule and communication

My dog is on a prescription dog food. They cancelled an order at the last minute because they didn't have in stock (even though I & I imagine others were on auto-ship). This left me without food. They began sending me food again when they got it in again months later. My vet had changed my dog's prescription. They will not take a return, so I have 2 bags of $300 of food that my dog can't eat. I will NOT use this site again!

2nd time my bag of Merrick infused kibble became infested with bugs. When I called this second time, I was asked why I didn't call sooner! Wait! What? Bag was ordered May 15, 2025 and was opened one week ago today which is June 17, 2025. Bugs appeared yesterday evening, but PetFlow was closed. Call first thing this morning after calling Merrick. Rep threw out all the reasons this was my fault or red flags. I keep this food (small bag) in a pricey Vault container inside my kitchen cabinet. So horrible, I said to cancel my subscription and her reply 'already done'. NEVER NEVER NEVER! JUST HORRIBLE. Trust me - stay away!

Order has never been received so I have nothing to rate other than I paid for items not received - not impressed

I used to think that Petflow was a great company, I used them since about 2011. When they changed their website,recently many problems arose, with auto ship and prescription orders. I was on the phone with customer service many times. Yesterday was the all time mistake, they charged me $727.00 for an autoship order that should have been $72.00 They charged for 10 cases of food instead of 1 case. This went through to my checking account and now because of their stupid mistake my money is held up for 3 days. Everyone is so apologetic and no one knows how it happened. It happened because of gross carelessness on their part! I would stay away from this company.You never know what you will be charged.Check your emails carefully! I would have given 0 stars but it wouldn't let me.

Ever since the website was redone, there have been ongoing issues. I used to be able to make changes to the orders online and also update my payment info. I can no longer do these things without using the chat to get someone else to do it. I had one auto ship for 2 cases of tuna that kept getting changed to one every month. The last straw was when Petflow tried to charge an old credit card, instead of the one marked as primary. In short, way too many issues. I cancelled all my autos ships and deleted my credit card info.

I had issues with the site before, but ever since they changed their site around near the beginning of the year, it is impossible to even do anything. The site will never even load properly for me, even when I go into incognito mode. That literally has never happened to be with any other site. They had taken their phones down completely after the transition (probably due to backlash, because nothing was working properly)...everybody's Auto ships got messed up, and they were supposed to call me back about the fact that my lifetime discount is no longer the same, yet here I am 5 months later and I never even got a call back. So their site is even worse than it was before, it takes even longer to do anything that you need to do...like 15 times longer, not just a minute...their customer service is practically non-existent, as well as the fact that if you are lucky enough to get in touch with someone, they refuse to actually help you with anything. I have been a loyal customer for about 12 years now, and I would not recommend them to anyone, because I would be embarrassed. There is nothing good about their site, it is all horrible.

Ordered a bunch of canned dog food and set up auto-ship. A week or so later went to check on the status and it was cancelled - no notice to me. After calling to inquire I was told I was flagged for fraud and the order was cancelled. No problem, I asked how I can verify myself and my order so I can get the dog food and was told they couldn't help me because telling me that would help me commit fraud... The only advice was "order again and see if it gets flagged by the fraud team." I'm buying canned dog food, not sensitive military equipment... If you can't help your customers buy stuff from your website, you no longer have customers. I appreciate the need for fraud prevention but I don't appreciate being treated like a criminal when trying to figure out how to navigate your ordering system so I can buy things. Overall a bad experience with the process and the CS rep who couldn't have cared less about trying to help me out. "Satisfaction guaranteed" is a marketing scheme, not an actual promise from PetFlow