PetflowReviews of petflow.com

I am very disappointed. I don’t believe this company stands by their values. Here’s what it says on their website, “We’re passionate about helping pet parents provide the very best for their furry family members”. Well, they didn’t help me to provide the very best for my cat. I can’t get prescription food for my cat for a week. The wet food was supposed to be auto shipped. Needless to say, that it wasn’t auto shipped. When I reached out, I was told that they are switching to a new website and some auto ship orders were put on hold. I do understand but shouldn’t you demonstrated some sort of courtesy to your customers and make an effort informing them about these issues? The next wet food auto shipment (which wasn’t auto this time) was put in processing on 5/1, they charged my credit card for this shipment and since then through today’s date (5/7) this shipment has not been shipped, it is still showing “processing”. Nobody ever reached out to me to let me know that there is a problem if there is a problem, not warning sign or any flags online. So, why hasn’t it been shipped? They couldn’t answer this question. Furthermore, I placed dry food prescription order on the same date, 5/1, emailed script to the email address provided in the order (on the same day), was charged for the order but guess what it hasn’t been shipped either. As result my cat is running out of both dry and wet food. Guys, if you are passionate about helping pets, don’t let them starve.

Still waiting for my special diet order. Ever since the website change.

I was running low on dog food so I called over a week ago to ask for an expedited shipment. A few days went by and there was no indication it was being shipped so I called again and was told that they had failed to put it in the system, but they would then ship the food out within a day. Now a week later, I called again and I was finally told that the shipment was on hold because the prescription was outdated. Of course, now we are very low on food and I had to travel quite a distance to get a small bag. And I had to go to the veterinarians office in person to get a new prescription. This was very inconvenient and unfortunately this has happened in the past with PetFlow. You need to have a better communication system for when you promise a delivery and are no longer able to make the delivery that you need to reach out to the customer and alert them. I’ve decided to stop using PetFlow after having struggled with your spotty customer service over several years.

I placed an order for my pet’s prescription food and submitted everything they needed—only to have the entire process fall apart. Nothing was confirmed, the pharmacy never followed through, and customer service kept giving me vague responses with no real resolution. I followed up multiple times and was constantly told someone would get back to me. No one ever did. The website is also a nightmare to use. Managing subscriptions has become so frustrating, and the system feels clunky and outdated. I ended up getting duplicate emails and no way to make changes without jumping through hoops for each item. When I finally reached someone by phone, all they did was repeat the same scripted apology without offering any actual help. It's like no one has any authority to fix a problem—they just pass you along or tell you to wait. It’s clear the company can’t handle the volume of orders it’s trying to process, and the support team isn’t equipped to deal with it. I’m done wasting time and energy here. There are better companies out there that actually value their customers and understand how to run a pet supply service efficiently.

I needed an order filled and submitted my dog's prescription - they totally dropped the ball - pharmacy never filled the order and customer service didn't help - waited three weeks for a response

The new website is far from user friendly. Each item in my auto ship order is now treated as a separate auto ship order (confirmed by customer service chat). I get an email for EACH item and can only edit or update by individual product. I may need to look for a new provider, and I’ve been a PetFlow customer for years.

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.

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.