ANN T.
Buy from PetFlow if you enjoy spending time on solving order problems
If you enjoy spending time on chatting, texting, emailing, and calling customer services to repeatedly explain the problems often -- you are in luck because PetFlow is the company for you! We have been using PetFlow for Wysong Optimal Senior Premium Dry Dog Food since April 2019. During these 2 years, we often received wrong food (optimal but not senior, or senior but no optimal) or wrong quantity. Wysong packs its food in 5-lb bags and PetFlow sells it in 20-lb unit/box; in other words, each 1 unit should contain 4 bags. I assume this is easy math for everyone ... but I was so wrong. I can't count how many times I have tried to explain this simple concept to them to no avail. Our last order was 4 boxes (80 lbs total) of food, and today we received 4 bags (20 lbs total). After the customer service rep kept insisting that they did send us 4 20-lb bags, I (1) emailed them a photo of what we received, (2) pointed out even the photo on their site shown 5-lb bag, (3) directed them to Wysong site regarding the food packaging size, and they agreed to send me the shortage AFTER they hear back from their warehouse with no time estimate how long it will take. I am not sure what information they are waiting to hear from the warehouse (and this is the department kept messing up our orders) and how can any company have "no time estimate" on hearing back from an internal department? I received only 25% of what I paid for, and no one seemed to care about that at all. This will be our last order from PetFlow. It's just not worth the time and effort spending on resolving the order issues that occur way too often (about 1/3 of our orders). On top of that, if you want to cancel any auto ship item, you can't do it online (but you certainly can sign up online), you are asked to call and endure more sales pitches. Ridiculous! 6/3 Update: It has been over 48 hours and we still don't see any attempt on their end of trying to send out the shortage.