PetFlow
Reviews and Complaints

Hi, this review is for a pet food delivery service. For the last couple of months, we have been having to go out and buy dog food from the pet store due to our order being late or not at all. I logged online and called the customer service phone number and waited. The representative logged into Chat and asked to help. Within just a few minutes, I let the representative know all my issues and asked if they could help straighten me out. The representative let me know we had two order lines going out for the same order, one every 4 weeks and one every 3 weeks. They cleared the orders and got us on just one order every three weeks. I let them know on the last order we did not receive the two bags of adult large breed dog food. They credited our account and pushed out our next order to ship today. I hope it gets here soon, because my 3 Great Danes are down to their last bag of dog food and my new Great Dane puppy will arrive on Saturday and she will need the adult large breed food by then or I am back to the pet store for dog food. Thanks to the customer service team for all your help from me and my dogs...and soon the new puppy.

I highly rate Pet Flow's service and reliability. I have had to change my order my auto ship order a number of times over the last few years because of the aging and death of our pets and then the acquiring of new pets and Petflow customer service has accommodated my requests willingly and always with accurate results. I have had very good results with the product quality also which I did not have with *** (unfortunately the product quality of the dog food from *** almost always included burned or expired dog food) neither of which has come from Petflow. At the present the dog food I want for my dogs is out of stock from PetFlow -- I then went to the website of the producer of the dogwood and learned that they are transitioning to from the grain-free version of this dog food to a grain inclusive version of this dog food. My guess is that Pet Flow's status of out-of-stock has something to do with this and that they will soon have the new grain inclusive version. Pet FLow's customer service rep put me on an email alert to notify me when/if they start carrying the new recipe and cancelled the alternative dog food I decided I did not want in the meantime. They have sent me a return mail label to cover the return of a bag of the dog food that is not suitable to my dogs.

Terrible customer service. They hang up on you when you are trying to get a problem solved. They don't seem to care. I did not receive a valid receipt after I purchased an order from them October 11th. They placed a "***" in my account on-line. They have refused to make a valid receipt showing that I paid my *** in full and the method of payment; that being a *** card. They just don't seem to care about service to their customers. They were very short with me and extremely rude. I asked someone named Brea for the Manager at *** and she would only tell me their names were *** and Hammer. She refused to give me their last names. She refused to allow me to contact a superior above them. I then called twice on 10/18 to ask for the contact information for their corporate HQ. They would not give me that information. I asked for the email and voicemail of their CEOs, Alex *** and ***. They hung up on me. This is the poorest *** I have dealt with in some time. I believe I have a right to a valid receipt showing that I paid my *** and the method of payment should be shown on the receipt. I wish there was a way to contact their corporate with a complaint, but the phone service at their toll free number refuse to allow me that. Very bad company to deal with.

Thank you Ashley! My 15 yr old kitty was diagnosed with kidney disease and vet wants him to go on canned K/D Hills to help slow the progression of his kidney failure . I have been ordering Petguard canned which is a great food without byproducts but was told K/D best kidney diet. I called Petflow to get pricing info and was fortunate enough to talk with Ashley who helped me get my order started for autoship from the old food to the prescription diet that requires veterinarian authorization. Ashley listened patiently and took time to answer questions I had about switching to a different food and K/D. I had several concerns about starting him on a new food and also continuing auto-ship. She quelled my concerns! I also talked with her about the process and time it would take to get the prescription diet after my vet approved. I was very worried when products started disappearing off our grocery shelves about food for my 2 kitties so I started ordering Petguard in advance. ***, *** were inundated and even *** deliveries were backed up! Since Covid has changed everything I have changed my auto-ship dates so I never have less than 3 wk supply! Have to do that with other stuff too! I have already recommended PetFlow to my friends who are pet parents. These are difficult times for all of us and I for one am grateful that I am able to still order my kitty cats food instead of buying at the vet office at a higher price! Also, I like the email confirmation so I can see/track the progress of my order!