PetflowReviews of petflow.com

I am still waiting for my order. It is on back order even though it showed “in stock” when I placed it.

I was looking for Hill’s prescription diet cat food. The website said it was available but turned out not to be. It was a waste of my time thinking I had found what I was looking for.

It will be hard to return for a second time for purchasing as a customer. This was my first time purchasing prescription dog food for my 2 - 10 year old Yorkie boys who have liver issues. My vet prescribed them on the Hills prescription diet l/d food. I found that petflow offered the best deal on the food. I went to order and I followed the instructions to add my vet. It then said I would have to postal mail the prescription as my vet does not accept phone calls. Your site then allowed me to continue my purchase and it was placed in holding status until prescription was received. So I mailed it right away. The very next day petflow sends me an email saying they contacted my vet and my vet said I would have to go in and get a handwritten prescription. But I just mailed it to petflow the day before. Why did petflow call them when they said they were not? So I called petflow and the rep I spoke to was very confused and said I’ll just place your order again and I asked don’t you have to wait for my prescription? And he had to think, well yes I guess. So then I asked would I receive 20% as advertised that was on my cancelled order? He then said it will be a credit. So I asked will I be charged the full amount or what? He said you will receive the discount. I said thank you. The very next day I logged in to see my order and I saw that I will be charged the full amount without discount and then on the credit tab, it showed I would have a credit for a future purchase. This was all wrong. I could not call as I was working. Then later that day I received another petflow email saying they contacted my vet and they said I would have to go see my vet again for a written prescription or I could reply to the email with a picture of it. Luckily before I postal mailed it in, I scanned to PDF. So I was prepared and emailed them back along with a pic of the prescription. I asked to be called when they weee ready to place the order instead of me calling in and getting the run around again. So it took a few days, but I received the call on Tuesday I believe and they reordered everything correctly and got rid of the credit and applied the discount correctly. I then received the food on Thursday. But it did take 2 weeks to get my pups the food they need for their liver. It also was a hassle. I am unsure if I will ever do business with petflow again after that experience. I will likely try again as it really sounded like a training issue as the staff are very friendly. Thank you for reading about my experience.

I'm not happy with petflow as a first time customer. I ordered on a Sunday and my order was to arrive my Thursday. I should mention that I'm spoiled and accustomed to recieving shipments within 1 to 2 days. My tracking information showed 1 shipment with all 3 bags. Thursday comes and only 1 bag arrives. I called customer service and they said the other 2 should be coming and there were actually 2 tracking numbers. I had to head out of town Thursday and waited and waited and nothing. Finally left and then of course the other 2 bags showed up Friday. I has to bother a neighbor to get the 2 bags since we were out of town and didn't want porch pirates or wild animals to get to the food. I reached out again on the following tuesday and canceled my prior autoship. The rep was supposed to add a $15 credit to my account. I haven't received anything indicating it's there. Figured maybe I'd Give petflow a 2nd chance. It was too inconvenient to attempt to return all 3 bags for a full refund.

I called immediately after placing my order to confirm my dogs food was actually in stock (finally). Was assured it was and that pharm team would verify ex the next day and then ship out. 2 bus days and no word so called and this time was told my vet wasn’t responding. Emailed rx and confirmed received and was told food shipping. Two more bus days and no food. Called and rep told me food was out of stock and rx was never sent to pharmacy team no food available. No supervisor return call. Horrible.

Third attempt to purchase prescription pet food. First time, I had to call about my order after five days without a word. Second time, after placing my order, I was notified within a couple of days that it was out of stock. Eventually the order could not be filled and was cancelled. Third time, I was notified within three days the product was out of stock (although their website showed the item available). After ten days, still waiting... Third time's the charm. Will not order from them again even though I desperately need the prescription food.

Great service and products

If you enjoy spending time on chatting, texting, emailing, and calling customer services to repeatedly explain the problems often -- you are in luck because PetFlow is the company for you! We have been using PetFlow for Wysong Optimal Senior Premium Dry Dog Food since April 2019. During these 2 years, we often received wrong food (optimal but not senior, or senior but no optimal) or wrong quantity. Wysong packs its food in 5-lb bags and PetFlow sells it in 20-lb unit/box; in other words, each 1 unit should contain 4 bags. I assume this is easy math for everyone ... but I was so wrong. I can't count how many times I have tried to explain this simple concept to them to no avail. Our last order was 4 boxes (80 lbs total) of food, and today we received 4 bags (20 lbs total). After the customer service rep kept insisting that they did send us 4 20-lb bags, I (1) emailed them a photo of what we received, (2) pointed out even the photo on their site shown 5-lb bag, (3) directed them to Wysong site regarding the food packaging size, and they agreed to send me the shortage AFTER they hear back from their warehouse with no time estimate how long it will take. I am not sure what information they are waiting to hear from the warehouse (and this is the department kept messing up our orders) and how can any company have "no time estimate" on hearing back from an internal department? I received only 25% of what I paid for, and no one seemed to care about that at all. This will be our last order from PetFlow. It's just not worth the time and effort spending on resolving the order issues that occur way too often (about 1/3 of our orders). On top of that, if you want to cancel any auto ship item, you can't do it online (but you certainly can sign up online), you are asked to call and endure more sales pitches. Ridiculous! 6/3 Update: It has been over 48 hours and we still don't see any attempt on their end of trying to send out the shortage.