PetflowReviews of petflow.com

The new website is difficult and frustrating to navigate. I've been customer for many years. I'm satisfied with the company, product and cost. Website is a different animal.I needed to add another food to my autoship but the process was not there to do.

Website is not user friendly. If you need to change the credit card used on an auto-ship, you can't because it is tied to future shipments. So then you try and cancel an auto-ship, but you can't without calling. So the only thing you can do is suspend the auto-ship and create a new one.

Used petflow.com every month for my pets food since 2019. Had a special autoship discount given to me after a mix up and have had the same discount for over five years - now since they updated their website, they have wiped my discount with no warning. Manager said moving forward with the new website they have wiped all previous discounts given to loyal customers and will only get 15%. Anyone else have this issue? I'm grateful for their help in the past and was given a great discount for years..as I ordered faithfully every few weeks..but to take it away with no warning and bc of a new website is bad business. I stuck with them bc of the discount. This past year I've had nothing but issues with shipping and out of stock cancelations. I can go to Chewy for the same 15% discount with better service.

Had all the food I needed but straightening out my auto ship was a pain and resulted in not receiving food when it was scheduled as well as a pain to edit so switching back to Chewy and Pet supermarket. Their phones haven't worked in a while either.

I purchased what I thought would be a case of Weruva canned dog food- the picture of the can on the web page showed a 14 oz can. The price was $60 some dollars for the case. When I received my purchase it was 24 5 oz cans. When I called the company about this, the representative agreed the picture advertising the product was not correct, but offered to do nothing about it. I won't use this company again.

I would suggest avoiding auto ship from PetFlow if you need what you are purchasing. My last two shipments simply didn't show up and I had to go through a lot of time and aggravation to figure it out. First, if you are ordering prescription pet food when the prescription expires Your order simply doesn't show up. There is no notification that your prescription has expired and you won't be getting your order. Second, they don't track their shipments so when your $120 dog food is damaged in shipment it shows up as delivered on tracking but you don't have the dog food and they don't have the dog food and they claim not to even know that there was a problem. Again, there is no notification to you and it is up to you to figure out what happened. They told me there's nothing they can do about it since they don't track their shipments, but of course that is a problem on their end – nothing is preventing them from tracking their shipments.

I have been a member of Petflow for over 11 years and while the service hasn't been great it's never been so bad. The problem is - the point of using Petflow is for the service and auto-shipments, so if you cannot get that right than why would anyone use you? I just had an issue a week ago where I couldn't update a credit card (had to close my other due to fraud) on the website so I had to speak with someone. They updated the card and cancelled my auto-ship as I had to order another due to timing of need for food. It turns out it didn't cancel and instead that order along with an order from way back when prior to changing my autoship (reducing the food sent due to the passing of a dog) was then received (and paid for) by me (a week after receiving my last shipment). I have one dog and now I have 6 bags of food, two of which he doesn't eat because they used to be for the other dog. When I called to remediate the situation the customer service rep did everything but help, most specifically trying to tell me I screwed up (over and over). I didn't receive any assurances or comfort from him so after we'd disconnected I decided I'd just cancel my subscription and begin using Amazon. I called and told the person on the phone that I was not happy with the customer service, I wanted to cancel my subscription. She was able to do so within minutes. So if it wasn't for her (who didn't even try to save me as a customer), I'd have given them 1 star.

Order sat in warehouse for a few days before shipping and then shipping took a week. Too long to save $1.00 each. I understand you are a small business but why the 3 days in warehouse.