PetflowReviews of petflow.com

I appreciate most everything about PetFlow with a couple exceptions. One of my biggest issues is the shipping boxes. I buy a 24-lb bag of dog food. The boxes used to ship are flimsy and don't stand up to the handling. It is just not the shipper's fault. I already mentioned to PetFlow once and they put on the label "Handle with care" under my name. That didn't work. Last shipment box was bent in many places and busted open. Shipper had to tape it all up. Bottom line. GET HEAVIER BOXES to stand up to what is being shipped. Not sure what they use for heavier shipments, but certainly not pleased with how my shipments arrive.

Yay!!! Autoship!

This is one of many times I have received dented and crushed cans. Shipping is fast and customer service is always great in taking care of it by replacing the cans, but this has been an ongoing issue for quite some time.

A simple chat changed my shipping date. Pete flow employees are wonderful!

I absolutely despise how the 10% autoship shows up right away when I place my order. Every time, I cannot customer service to find out how to get rid of it. My blood pressure is sky high. I wouldn't use this company because of it, but there is 1 kibble I get there. This 10% is trying to trick the customer. It's hard to be loyal.

I have made a total of 8 veterinary nutrition order through PetFlow now and not one of those have gone through without some major issue. After the first order, these have all been re-order of the same prescription pet food based off of the same prescription (with unlimited refills). All of my orders become stuck at "Verifying Prescription". No-one from PetFlow or their partners reaches out to me proactively - the orders just sit in limbo until I begin nagging PetFlow (usually after a week has passed with no status updates). After that point it takes at least another week and multiple phone calls, emails, and chat sessions. Quite possibly the worst customer service personnel I have ever dealt with. They are personable enough, but they seem to have no insight into their ordering system or any ability to resolve issues. I'm going on week 3 with my most recent (and last) order with PetFlow. For clarity - this is prescription dog food (kidney diet) - not medication or drugs of any kind. Meanwhile - the same order made through Chewy was completed and delivered within 4 days. Absolutely insane.

Have attempted to order my cat's prescription twice and will just buy elsewhere. Sure, they have great prices - but you can't actually get the product. First, they claim it's "legally required" for you to send a hard copy of the vet script via USMail. No way to submit a pdf, nor do they expend any energy to contact your vet to verify. Fine, I had received the prescription via email from my vet, so I printed it and mailed. After almost 3 weeks of back and forth, they cancelled my prescription order because they claimed I had sent a "copy" and they could only accept an original prescription. What an absolute joke. This was after my first attempt to order (and mail in another paper script - not realizing that they would claim it was a copy) was cancelled because the drug was suddenly out of stock, 10 days after allowing me to add to cart and purchase. Time to update your business processes to this century, PetFlow.

My prescription order is always in stock, and I appreciate the fact that they take the reins, in calling the vet to approve it. I didn’t give five stars, because I wasn’t notified this last time, in a timely fashion, that my vet hadn’t approved the order. Once she did, however, the order came through.