PetflowReviews of petflow.com

I would love to give 5 stars and I would like give 1 star. The last autoship of my dog food was a bit of a disaster. Petflow uses fedex and that shipping company is the worst about how they handle packages. That being said, my bag showed up busted in 2 small areas due to handling. I did not realize this until almost a week after delivery because I did not need to open it right away. When I did open the box, I saw ants all over the bag. I keep my dog food in the house, so the ants were now all over my laundry room. I called customer service immediately. A "gentleman" answered and I began to tell him my issue. He was incredibly condescending to me. He cut me off a couple of times during the conversation just to tell me that the only way to resolve my problem was to send pictures along with my complaint via email and that it would be reviewed, and that no matter what, it would take another week to get a new bag. He said it was too late to get a bag shipped that day (3:00 Friday) and that it wouldn't ship until Monday. Offered no other solution and dismissed me, then hung up. I called right back. This time a nice woman answered the phone. I told her what happened and she was super apologetic. She reviewed the picture that I sent while I was on the phone and agreed that the bag was damaged and needed to be replaced. She also stated that they could absolutely get a new bag shipped out that day and that it would likely get to me by Monday or Tuesday. We discussed the issue with fed ex and the person I spoke with prior. She then came up with a better solution. She said that if Amazon could get it delivered sooner, then I should order there and then she would refund the amount I paid for the bag I ordered from petflow. That was what I did. I got my bag the next day, in perfect condition, better packaging and zero hassle (and the same price). After consideration, I've decided to discontinue my autoship at petflow and will be moving over to Amazon. I would like to stay with petflow, as I love to support small businesses and other than the rudeness of the first CS rep, I have always recieved great customer service. But I can't take the risk of my order to come damaged and unusable due to the shipping company they have chosen to do business with any longer. By the way, fedex has damaged several boxes along the way and each time I pray that my items are intact. So.... the 1 star would be for the first rep and fedex. The 5 star is for the 2nd rep that worked with me to come up with a solution that satisfied the problem. Sorry petflow, I wish you all the best.

I like the fact that it gets delivered to my house, although I can buy it for the same price at Walmart and multiple times I’ve got dented cans that I’m not happy about. I’m not sure if it’s the warehouse or the delivery person my dog has a lot of allergies so the one kind that I buy is not available at Walmart

Once my account was approved everything was great. It was very frustrating trying to get my first order through. I tried five credit cards and kept getting rejected.

I emailed a change in the date of the delivery and it still came on the date it was scheduled very frustrating and I can never talk to someone very frustrated 😩 it used to be easy to call and talk to someone but now I can’t very frustrating.!!!!!!!!!

your new website was not really working so well yet

Your auto ship functionality is not easy to modify nor is it intuitive. We received 2 shipments in a month after the shipment date was changed even before the order was scheduled to be shipped.

Low Rating for the website because it has so many bugs, I gave up attempting to sign in. Their links are not active. - just try to "chat" online - not happening. * I like the products they sell - but really! I feel sorry for the customer service folks having to field the negative questions - it's not their fault yet they have to keep "smiling"... . Since I am unable to update my credit card information I won't worry about getting products that I no long need - that's a plus. I have attempted to sign on multiply times - the new "security" sends a code, which I give, then attempt to sign on and the website sends me back to the "sign on" page - I quit trying - Hope they get it fixed soon as I can't imagine the financial loss they will be having.

Notification or Understanding I was not notified or sent a warning of not receiving my subscription of dog food. When it did not arrive with my cat food I checked my account and saw a credit for the amount of the dog food. I had to run to the local store as I was out. I do not know why the dog food was not sent as it was available for me to order.