PetFlow

I submitted my order for prescription flea medication on a Thursday, my Vet faxed over the same day. The following Monday got a message they hadn't received my vets script, called and found out they had received it Thursday. Did I get one day shipping as compensation for the delay? No. Did I get two day shipping to help me get my flea medication in time? No. I got "priority shipping" which I was told was 3 to 5 days. The email I received confirming shipping stated my already late flea medication would not arrive for one whole week. Will never order from them again.

I agree w/all of the negative reviews -especially having had the misfortune of speaking w/a "supposed supervisor" who gave his name as simply "Hammer" -yup ... as in hammer & nails as he so rudely expressed.
Would NEVER give them my business!

Samantha, was a pleasure to talk with this afternoon, she was extremely polite and provided me with excellent service.

Thank You,
Robert Rossi

On 3 Oct 14 I placed an order for dog food (2 bags). On 17 Oct 14 I called customer service to find out where my order was. The Customer service rep. told me that my order had been canceled due to a problem with my credit card. I did not receive any notice from PetFlow about the cancellation which put me in a bind to rush to find an alternative. Very POOR customer service. Went to chewy.com and was shipped the same day at no cost for the same two bags. PetFlow should care about each customer or sooner or later they won't have any!!!

BUYER BEWARE: I decided to subscribe to one of their "subscribe and save" deals that they are always sending me in December to simplify my dog food orders. They offered me a nice 25% discount for the service providing I committed to a regular shipment of the food. The whole thing is FALSE ADVERTISEMENT. When the repeat order was meant to process the discount disappeared and after speaking to a representative I was told that there were no discounts for the service, even though I was promised one for the repeated orders. After requesting them to honor the initial advertisement and refund me 25% of my order which was already charged to my card, the representative said that this was impossible. This is also poor customer service and a lie. Any company is set up to make returns to customer's credit cards. Don't get sucked it!

I was on the phone this morning and had the good fortunate to speak with Brittany. I was a little frustrated and canceling a subscription order. Brittany was so gracious and helpful. Listened to my concerns and then helped me consider some options I hadn't even thought it. She turned me from frustrated to delighted. Am a totally contented and long-term customer.

I started using this company after getting a groupon for it almost a year ago. I have never had a problem with them. The only thing I would only wish that could be improved is their consistency of when you get the email notice that your order will be shipping soon and when you are actually billed for it. It is a minor issue and they give you enough notice that you have an order about to ship that you can go in and change it you don't want it yet.

Ordered first time for my sister using a 20% off coupon, shipping was decent, no issues with dog food. After that count yourself lucky if you're ever able to use a coupon again. Tried using a $10 off coupon my friend sent me, but since I had already ordered for my sister, the customer service rep said I couldn't use it and asked if I wanted to cancel my $100 order. I said, sure if you want me to go to your competitor. And she canceled it! Never shopping with them again. Happy with Chewy.com.

I recently received a damaged shipment and promptly emailed PetFlow's customer service. Within 2 hours I heard back and a new shipment was on the way with their sincerest apologies. They went above and beyond to make it right and I truly appreciate that. I'll continue to be a loyal PetFlow customer and hopefully others will too!

I placed an order for dog food on Friday Aug 7 & received notice that it would be shipped on Monday Aug 10. Received notice Tuesday August 11 11:50 a.m. that order had been shipped. Received another notice an hour later Tuesday August 11 that the product was out of stock in the facility nearest me & was being shipped from New Jersey and to expect an additional 2-3 additional business days.

Fed Ex attempted delivery on Saturday Aug 15 but did not leave the order when there was no one here to receive it and would attempt to deliver next business day. But guess what - Monday's aren't business days according to the contract between Pet Flow & FedEx. Delivery is now scheduled for Tuesday August 18, 11 days after placing the order.

If the item could not be delivered in a timely manner from the facility nearest me then Pet Flow should have been proactive to contact me. This is why an attempt to save money by ordering online has failed as I spend time tracking the order, calling FedEx, calling Pet Flow as well as money, gas to purchase the item at my local pet supply store.

This is poor customer service. No attempt was made by Customer Service to reconcile the situation other than to tell me they would make note of it in the system. I've cancelled all future reorders. Customers beware - you must call the company to cancel Autoship.

Had an issue with my order at 9:30 pm and I received a response the next morning that my issue was resolved. Woldn’t it be wonderful if ALL companies were so responsive? Way to go PetFlow!

I have been purchasing from PetFlow for several years now and love, love, love it. The service is always great and the prices are some of the best around. With 4 large dogs, I make a purchase almost every month of some kind. The price for my Eagle Pack dog food is on par with other online retailers but I find dog treats here that I can't find anywhere else and at much lower prices. Both times I had a problem it was handled immediately, even the email I sent in the middle of the night was replied to right away.

when my dog died the company refunded 1/2 of the canned food I used, no questions asked even though I had opened the case.

When I got a new standard poodle puppy and in error ordered the wrong dry food (my error) they sent me a return label to return and then sent my the correct one.

They are so gracious and polite and respond very promptly.

I had such a positive buying experience with PetFlow; I look forward to future purchases with them. Their customer service is absolutely the best I have seen in a long time. They respond to inquiries promptly, even during the weekend! Product shipment was fast too, and prices are very competitive. I wish they sold more than pet products...

After one full year of monthly dog food deliveries, I had my first bump in the road. I get a large bag of dry dog food and a 1-2 cases of canned dog good delivered on auto ship. It is always on time and delivered as promised, prompted by a reminder that it's coming. We use Fromm dog food, and PetFlow carries a complete inventory of all flavors and varieties, which makes shopping easy. Yesterday I received my shipment. The bag and one case were perfect as always, one case had multiple significantly dented cans. I sent an email at 10 PM last night, offering to send a picture or send the case back. I awoke to a message this morning telling me that my new case was on it's way. They exceeded my expectations. Thank you PetFlow! I enjoy telling fellow pet enthusiasts about your company!

Products are good and selection is also good, they do carry some good vitamins and such, but I've had 2 customer service problems, once with a return and once with a payment issue. Could have been handled better.

Anyone can set up the auto-ship service for pet food online, but in order to cancel the auto ship, I had to cancel over the phone, which took 10 minutes instead of the 30 seconds it should have online. In addition, they would not take back a return for an unopened box of food, even though they just sent it to me. Think twice before using their auto-ship service!

4 weeks later, and I'm still waiting for the food

So far, Petflow has been a complete nightmare of a company to deal with. Their service and timeliness has been completely unacceptable.

1) I bought a Groupon online after checking to see that Petflow sold my dog's food, and at a reasonable price. After confirming they did, I immediately placed my order for my pet's food. This was on Feb. 6th. The order was confirmed, and was to be shipped the next day. It's now March 6th, and they still have not shipped the food. They send me an email once per week telling me that it'll ship the next week. I contacted customer service, and they claim that they can't get any new stock from the manufacturer for some reason. So why then did it say the item was in stock when I ordered it, and why does my local store continue to receive stock from the manufacturer? (yes, I've had to go buy locally while I wait in this never-ending cycle with Petflow.com....so much for selling me on convenience)

2) When I placed my order, I tried to use the widely-advertised $10 off $40 coupon, but the system wouldn't let me. I chatted with a representative who told me I wasn't allowed to use that coupon and also apply my Groupon credit. Hmm, not anywhere in the fine-print for either the groupon, nor the $10 code, does it say they can't be combined. It's not like the groupon was free, I had to pay for that. But apparently Petflow has decided they can just make up whatever rules they please in order to screw the customer. I asked them to show me where in the fine print it says I couldn't use my groupon with the first time purchaser discount, and the rep told me it wasn't written anywhere. Lovely. Not being able to use the coupon almost completely negated the groupon purchase, as my savings were reduced from $15 to just $5 (since the $10 coupon is free for anyone)

3) Contacting customer service is completely worthless, as they have no information on when the product will be shipped, and have no sympathy whatsoever for the fact that even though the item was shown to be in stock, I'm still waiting for over a month without shipping.

Petflow's entire business model is that they conveniently provide pet food delivered to your door, saving you time and energy. Their prices really aren't any better than what I pay locally, but I was willing to give it a shot for the convenience.

So far it's been a nightmare to deal with them. They still have my money, and I've got nothing in return except a headache.

I've been recommending all of my friends and family to stay away from this company until they can figure out how to get their business in order, which seems like it may never happen.

I ordered Blue Basic dog food from them, little over 2 weeks ago. When I printed my reciept from them, they had changed my order to the Blue Buffalo Life Protection Fomula. I called to cancel my order, they told me it had shipped already. Went to check on the order today, and they have no record of me even ordering it. They have taken already taken the money out of the bank. I still have not recieved the food. I'm never ordering from PetFlow ever again.

So I switched to Pet Flow as my dog food was no longer available, I live in California so the first time I ordered and it wasn't in stock locally (Las Vegas) I thought ok, we will give them a second chance. This month my auto-ship came up, stated it shipped and days later said it wasn't local. Now over a week later I still have no food, leaving on vacation and hear that it is going to be delivered today.. The customer service rep was horrible and could care less, asked to speak with a supervisor and she said there wasn't any... If you can't stock products then step up to the plate and give me better shipping... I plan to receive my food when I have a few day's left... Now my food has sat in hot trucks for over a week... Very disappointed.