Nichole B.
Customer service lacking
I’ve been a loyal PetFlow customer for several years and originally chose them for their autoship discounts. Even after the discounts were removed, I continued ordering out of convenience and consistency. Unfortunately, my most recent experience changed that. PetFlow entered my shipping information incorrectly, labeling my residential address as a business. As a result, FedEx could not deliver the package. I then had to spend my own time calling FedEx to correct an error that was not mine. What was most disappointing was the customer service response. Instead of taking accountability for the mistake, I was told that “we recommend ordering sooner.” I was on autoship. The issue was not timing — it was an incorrect shipping label created by PetFlow. Mistakes happen. What matters is how a company handles them. A simple acknowledgment and assurance that it wouldn’t happen again would have gone a long way. Because of the lack of accountability, I’ve decided to move my business elsewhere. When pricing is comparable across suppliers, customer service makes the difference.
Response from PetflowMar 2, 2026
Thank you for sharing this feedback, and for being a loyal customer over the years. We’re truly sorry for the frustration this experience caused. We want to clarify that we do not have the ability to label an address as a business or residential location. According to the carrier’s tracking, the delay was due to a “location security restriction,” which is a determination made by FedEx at the time of delivery. The package was reattempted and delivered the following day. We’ve also reached out to FedEx to request additional context so we can better understand what occurred. That said, we understand your concern around accountability and communication. Regardless of the cause, this is not the experience we want any customer to have, and we’re sorry that our response did not meet your expectations. We appreciate you taking the time to share your perspective.