Stephanie W.
Starter package was all crumbs, terrible customer service
Upon receiving our starter box for our dog, Tilly, every bad of the air dried food was crumbled. There was approximately 2 servings of food I could serve to our dog, the rest was crumbs and useless. I reached out to customer service who responded right away, promising to ship a replacement box with priority. I had not received this so I had to reach out a second time, they reassured me the replacement box was on the way. I contacted The Pets Table a third time after never receiving the replacement box AND being charged for the next 6 weeks worth of food. I was again reassured that they would ship out the replacement starter box but after asking, was told my account would be refunded the new charges and no further charges would occur as they would place my account on hold until we received the replacement and could decide if we wanted to continue the service. Literally two days later I woke up with a notification from my bank that ANOTHER charge was taken from my account despite never even receving the replacement starter box that had now been promised me 3 seperate times. Finally I had to contact customer service again, this time I demanded that my bank be refunded all monies thus far and to cancel my subscription for good. I was fed BS saying that I could not have been promised the above because once they reversed the charges the first time, that cancelled the original starter box. The rep actually tried to sell me their services again saying that if money was a concern, they could stretch out the shipments further apart. I told them in no uncertain way would I ever want to have any services with them as this was unbelievably disappointing to have to contact a company four times in less than 3 weeks due to a terrible product and terrible service. The rep was uncaring, seemed aloof to the obvious and basically thanked me for allowing him to help me and included a line that I could restart my subscription at any time, despite me being very vocal about my concerns. Be advised, if you have any issues with the Pets Table you will likely end up with disappointment.
Response from The Pets TableJul 1, 2025
Hi Stephanie, Thank you for taking the time to share your detailed feedback. We want to begin by sincerely apologizing for the multiple issues you experienced—not only with the condition of your initial order, but also with the series of follow-ups! We understand we didn’t meet your expectations and would love to get a chance to resolve this matter for you. We will forward this feedback to our teams and partners so that this information can be used when making changes and improvements in the future. In the meantime, someone from our team will be reaching out to you via email to discuss the matter further. Thank you for being the best part of The Pets Table! Warm regards, The PetsTable Team