PetFlowReviews 128

I ordered some Royal Canin Ultamino Dog food for our very allergy sensitive dog a week and a half ago. The site said it was in stock. I called 5 days later(Weds) to see what the status was and was told it would ship by the end of the week(Fri). Now, on Monday I call again to see the status and I'm told the product is not in stock. So I ask to cancel the order. They say they can't cancel the order. At all. So they don't have what I paid for, but they can't give me my money back right now. I have no idea how it's legal to not ship what I ordered, and not offer me my refund right away. I am told that I need to wait another week before they cancel it. But now I need to look elsewhere for the product, and I have to hope that they never ship it so I don't end up buying it twice. I ask to speak to a manager and I'm told they can't do that either.

Unbelievable how bad their customer service is. It's a new low, and I have AT&T...

I placed my order on the 17th and was told it would ship on the 18th. It is now the 22nd and my order still has not been dropped off at FedEx. The website says there could POSSIBLY be 1-2 days delay in sending out orders. They did not say it would be a 4+ day delay. There are a select few places I can order my dog food online and I was very reluctant to order from this company with a number of already negative reviews. However, since individuals in my household have underlying health conditions we cannot risk leaving our home to go and track down dog food during this pandemic.
My dogs are now out of food, with no estimated delivery date. I contacted customer service and explained my situation. She told me she would check the status of my order tomorrow. No other help provided. I will never order from this company again and I would not recommend them to anyone even in the most desperate of circumstances.

I purchase these chews for my dogs as they are reasonable price and Chewy.com stopped carrying them. But they constantly send junk email, even when I opt out I still get 3 or 4 emails a week. They also offer "free" items with purchases over such and such amount. Twice now I have ordered more than I needed just to get the free item and twice they have come back and told me it was no longer available, but they don't tell you this at the time of purchase. Also they take forever to ship. Chewy.com is either the same price or cheaper for most items and the shipping is way faster and they even offer customer satisfaction. I only with Chewy still had the chews my dogs like.

I should've read the reviews! It takes a lot for me to get angry with customer service because I'm pretty understanding, but after receiving an email stating my order shipped but no tracking information for over a week, i decided to check reviews. I see lots of cancellations. Well, i called, placed on hold, then was told my order was canceled due to FRAUD!
HOW THE HELL? I pulled up my account on my phone that i used the card WITH MY NAME ON IT, while on the phone. The pending transaction never finalized but how frustrating and embarrassing! And she kept saying the word fraud until i finally flipped. I've NEVER been fraudulent! And then couldn't even tell anyone the order was canceled!
Garbage garbage garbage
I'll pay the extra to stay with Chewy!

Do not sign up for autoship with this site, especially not for time sensitive needs. My dog needs prescription dog food and I regularly had issues with them being "unable" to verify my dog's prescription. My veterinarian tells me nobody from PetFlow had even attempted to contact them to confirm. Not only that, you will not be notified that your shipment cannot be sent until the very last minute or sometimes even after you were already supposed to receive it. Steer clear.

I switched from Chewy.com to PetFlow, because I received a 14% discount on my first order. I ordered two 40lb bags of dog food. Half of my order arrived right on time and the other half never showed up. I only received one bag, but was charged for two. I went to the order details page of my account and it showed the order had been delivered. One box and one tracking number provided. Trying to navigate their website to find a way to let them know of their error was a nightmare. The PetFlow website is terrible and they intentionally make it difficult to cancel orders, report issues, or contact customer care. If you try to cancel your future subscription deliveries, you get a pop up "sorry you want to go", but you must call us to cancel. Future scheduled subscription orders cannot be cancelled online. I also tried to close my account and you can't. I went into their help section and typed "close account" in the search bar. Three pages of unrelated results came up. Not one of them was what I asked for. What kind of company makes it difficult to cancel future orders and worse, refuses to allow you to close your account easily. This is my worse online purchase experience in years.

If you're smart you won't even consider using this company they lie hey it's your fault play games and don't take customer service seriously they are so stupid they sent Smosh food to my billing address which is a p o box now I won't receive it for over a week at least and I don't see any plans to change its direction in shipping like they promised still waiting to hear from manager or supervisor this company sucks what a waste of money and time they have little children answering the phones but don't care about you or your situation or customer service for that matter you would be best to change brands of food if you have to and go with another company if you must because your animal is the most important

I had been a petflow customer for years before I needed to cancel my petfood delivery service. Like other reviewers here, I was shocked to discover I could not cancel my auto-ship program online. You have to make a phone call to do this incredibly simple thing that every other online retailer can seemingly accommodate. Does it not occur to them that the most likely reason a long-time customer is cancelling is the DEATH OF THEIR PET? Like we need any kind of additional painful procedure to go through at this time. Moreover, the phone number listed did not WORK! I had to call their main helpline to do this.
I was further incensed when I explained to customer service that I was angry I had to call to do this, and they gave me the BS explanation that they were able to help more people this way because people accidentally cancelled sometimes when they were trying to do other things. Really? You're the only freaking online retailer in the world whose customers are too dumb to know what the cancel order button does? Years of perfectly good service have been completely canceled out for me by seeing this company attempt to inconvenience customers into staying with their service, and then try to justify that manipulation by patronizing me. I would NEVER recommend a service with those kind of ethics.

After I euthanized my dog, I wanted to pause my shipments of dog food until I got another pooch. I figured I would cancel or pause my current order and then create a new one or edit the old one when I needed dog food again.

PetFlow does NOT allow you to do this online. You can set an order to ship later, but then you have to keep postponing it every few weeks. You can remove some things from your cart, but not everything to totally eliminate getting a shipment.

So, I thought I would just cancel my account. You can't do this online, either. I absolutely hate this: It's an online account; it should be manageable online. It isn't.

You have to call customer support to cancel. Just what you're looking for - some other thing you have to worry about when your pet has died.

Some parts of the service were fine. That is to say, they did what they were supposed to do - ship me dog food. Which just isn't that complicated.

I only used PetFlow because we had to get special diet food that wasn't available locally except for a huge cost through our vet. Otherwise, I would much rather have purchased locally to support local pet stores. PetFlow's prices on some things were lower than local prices and other online stores. Some were not. I suggest shopping around a little bit.

Were I to sign up for another service or use the online tools from one of the big pet store chains.

Very poor customer service. I had a placed order for prescription pet food. Order was cancelled 3 times over a 2 month time period. Only the 3rd time was I notified that it was cancelled. First they claimed that the vendor was backlogged but they didn't bother telling anyone who had an order pending - they just went a ahead and cancelled. When your food doesn't show up and you call that's when you find out. Then they told me a i a valid prescription on 2 different phone calls over a weeks time. Then they cancelled order after that due to "expired prescription. If they had fulfilled the order 2 months prior when it was placed the prescription was valid. Only harmed parties were me and my pet. They were completely useless. I am hopeful that i can find some food my pet may eat without becoming seriously ill again. Don't use Petflow!

Worst nightmare of my life! I bought $177 of product. I noticed that it hadn't arrived for a couple weeks. I found out if was stuck on atto ship. I changed it, and was excited to receive my items. I couple days latter I was charged $600 of the same order 3 times. I called immediately to have the problem fixed. I had a very friendly conversation with a woman, and she said she fixed it and that my package would be on the way. When the package finally arrived it was the wrong items, and the wrong amount of the right items. I soon figured out they also charged my for the returned items, that were never supposed to be shipped. The PayPal charged it to my bank so every mistake they made gave me over draft fees. Now I owe $300 worth of over draft. Oh and did I mention the food I bought came ripped, cat food everywhere. Still currently dealing with this fiasco!