PetflowReviews of petflow.com

AWFUL customer service. I *only* used Petflow to purchase Fromm dog food after they no longer worked with Chewy (who has FANTASTIC customer service). Their autoships are ridiculous. They make it extremely difficult to cancel. They also do not always send email notifications when an order is about to ship. I did recently get an email notification, so I immediately wrote back to cancel the order and the autoship. I received an email back later that day saying both were cancelled. Two days later, my account was charged for $150. I contacted them immediately. They admitted they messed up, but REFUSED TO REFUND ME until I received the package and sent it back to them. After arguing with the rep for a while, she agreed to refund when FedEx picked up the package instead of when it arrived back at Petflow (still completely unacceptable, but I was getting nowhere with her). The package was picked up on 3/23. It's now 3/29 and I have no refund still. The rep I just spoke with said the refund started processing on 3/26 - THREE DAYS after it was picked up from my house. I will NEVER purchase anything from this site again. I'll switch brands and go back to Chewy or I'll purchase my dog food locally.

It has been a nightmare getting my order(s) from this company. After several phone calls, many excuses and finger pointing by petflow employees at our vet. Petflow employees falsely accused my vets office of not being reachable, it was proven they did not call my vets office. They never called me or notified me in anyway that they were having trouble with my order or reaching my vets office. Two weeks later when I called them to see why I still had not received my order, the employee decided to reordered it as a whole new order. My vets office had to call them. And when my vets office and I called they/we were told it was all taken care of. We were told that the order was being placed and shipped and nothing more was needed. I called back and asked to speak to a manager to assure this didn’t happen again. I was told I would be called back by a supervisor later that day. 3 days later I had to call back again, because I did not receive the promised call. When I called back and finally spoke to “the lead” it was frustrating to say the least to find out that my order STILL did not get processed and shipped. When I finally got to speak to the “lead,” who also made excuses for not returning my calls and for why there were so many issues with a simple order, that I was told 3 times, that it was already on its way and yet I am still waiting for my order. In fairness, she did apologize and place my order AGAIN. So fingers crossed that I receive it this time. The only positive remark I can give after this experience is that to “make things right” for having to wait 3 weeks for our dogs prescription food, is that I am supposed to receive a refund. Thank goodness I wasn’t relying on them and waiting for a more crucial prescription order that could have potentially been more serious of an issue or a prescription my pets life depends on.

All of my cans came completely damaged and bent. Tried calling customer service to complain and never got through.

UPDATE - May I give a negative five as their computer changed my date for processing to March 27 - I went round and round via email with their customer service who informed me it was shipped on the date requested - their computer changed the date once more - three times the date was changed for my March 2019 order - talk about frustration with this company I was looking for a new place that ships the dog food I use - first order ok but done at the time I set everything in motion - friday AFTER I confirm my check is in the mail. I also speak with customer service asking questions like when is the order processed as I need it processed after paycheck hits the bank and she stated nothing is processed until after 6 or 7 am. Great for me or rather, I thought that would be great. The next order - get email that my card was denied and dang it - wasn't processed early on friday but early TUESDAY BEFORE PAYDAY ...called, customer service set it up to make sure that it would be taken care of on payday FRIDAY MARCH 22 ... checked email on Monday and see "order ships soon." They were going to process once more on TUESDAY - 4 f**ing days before payday AGAIN ... I changed the date - will order it once more but last time as I am looking for a place that ships when requested, not change it to when they want to....

The original order never arrived and we had to call to get another order shipped.

You sent a bag of dog food because of my first experience. Same thing. Bag burst open inside box. Box was retapped; probably by the delivery service. The delivery person sat the box on the driveway and didn’t bother bringing it to me on the porch. Probably because of the condition of the box. You’ll have to mail me my $15 credit because I will never buy from you again. You definitely need to change delivery services!

You didn't let me know that the item I ordered was out of stock when I placed the order

Took too long to get vet prescription confirmed & when I know the vet faxed the prescription, it took nearly a week to receive an email that stated my order has to be canceled because the product was out of stock.