PetFlow

Beware, they cancelled my order twice without any notice. I don't understand why they didn't reach out via email before they cancelled it. I ended up ordering from a different company with no issues

I have fostered literally hundreds of dogs, which is largely because I whelp litters for rescue. Each litter costs me, from online sources, around $2-3k in food, equipment, etc for birth through adoption at 10 weeks. I am trying to switch one of my pups, a very abused mom who came into rescue septic, to Canine Caviar. I paid via PayPal, and was charged, on 7/25 and my food still has not shipped.

Thank heavens PetFlow isn't the supplier of choice for shelters across America, because already starving dogs and cats would further starve. Yes I did find another source for the food, so she started eating days ago.

Used online chat and they keep telling me the warehouse is working on it. Then I received calls to verify my address, because apparently setting up an account, and paying via PayPal isn't enough electronic information to get the correct address.

I am going to open a case with PayPal as well because I can't get ahold of them via phone to confirm my address, and chat is just aggravating because assurances are offered with no follow through.

Not impressed PetFlow. I get asked for advice and sources quite a bit, and right now, there is no way that I would ever recommend counting on PetFlow…particularly if one is dealing with compromised animals.

I have had good service in the past, but I must say I only ordered once many years ago. This time everything went smoothly but beware of the website, I am a stickler for ingredients! I ordered some canned cat food after I read the ingredients a few times. I made sure it didn't contain certain ingredients. So according to the information it did not. I got my package in a couple days, some were dented, but I took one can out and it did INDEED contain that ingredient! I texted-no response, I emailed I got an auto response saying they are trying to keep up with their email will get back to me asap, I finally called, the representative was nice, polite and it went well, said I would receive an email with my return information, I thanked her. I waited 5 hours no such email arrived!
I decided that it wasn't wort all this effort, I decided to give the food to the wild animals in my yard the possums, etc. After reading all the reviews, I probably would never get my refund and this way at least some hungry animals get a meal.

I have ordered from several other well known shippers of pet supplies. This one OUT PERFORMS ALL OTHERS! Great unbeatable prices, even on premium foods. I called customer service today to cancel my auto delivery, due to unfamiliar times and money due to COVID-19, they were happy to suspend my service for a considerable amount of time so I didn't have to cancel. The food I feed my baby Mathew (Maine Coone Cat) 12yo is normally $38 or better regular price and I get it here at $26 or less. Much better per case here.

The guy helping me at customer service was very friendly and seemed caring and concerned about my problems and understanding my needs. Thank you!

Made absolutely no sense they said they wouldn't sell me my vet cat food order because the email didn't match...

Horrible way to deal with a customer that was just about to buy $300+ in cat food.

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.

We ordered food, a kennel, and a bed for the new poodle puppy we were picking up on Monday 7/5. Got an order confirmation and email with FedEx tracking for delivery on Monday. So we headed off to get our new girl expecting her supplies to be at home when we returned. NOTHING was delivered. On Tuesday afternoon we received her kennel and an email saying her bed was out of stock. We had already set up an old kennel we had with some bed pillows and it worked fine so didn't really need the new one. Still no food?! Petflow said FedEx must still have the box and it should be here Wednesday. Nope, today is Thursday... FedEx does not have the food so I guess it was never shipped. We cancelled the food order, still waiting for the bed, and no longer really need the kennel (but they charge fees for returns so guess we are keeping it. TOTAL WASTE of time with the Petflow run around. Will stick with CHEWY - they have been great for 10 years, but don't carry new pup's food.

UPDATE: Received tracking info for replacement order of food at no cost so have changed review to 3 stars. Now waiting to see if it arrives.

We are SO Impressed with Petflow from the get go! We had our Cats Prescription Diabetic cat food delayed by UPS! Petflow went above & beyond, giving me the peace of mind & confidence in Petflow Really caring for its Customers & their furbabies!

So now, UPS Just Delivered the ORIGINAL package of cat food that UPS delivered to a wrong city/address Last Friday! I had emailed Petflow with the PROOF of the UPS mess up. Now I see that Petflow already shipped the back up one they so generously offered & sent. Jerad at Petflow confirmed it.

He said, "once we receive it, we can't take it back so just keep it or donate it, that Petflow didn't charge us for the second one."

We're So Blessed & Thankful for Petflow & all the Customer Service Representatives I've been emailing over these last 5 days!

Thank You Petflow!

I wish I had looked at reviews before ordering. I placed an order for flea/tick meds for my dog. I got an email that stated 2 - 3 days to ship. A month passed, so I called. They told me my account was fraudulent but wouldn't say why. I didn't get an email to say they weren't sending the meds. I did get over a dozen marketing emails and multiple text message blasts from them. None of which said why I had not received the product. I emailed, I called, and I got a responses from way too many different representatives. I asked for a supervisor and that person emailed me instead of calling. They offered a 25$ discount so I said go ahead. But I needed the meds for my dog so I went to the vet. My card declined bc this company had already put a hold on my bank for 3 separate transactions. The total should have been 130.59. They took 130.59,155.59, and another for 130.59 so preventing me from being able to buy the meds at the vet. My account was overdrawn resulting in $105 in bank fees. They again said they would fix this. After 30 emails back and forth, I was told that they didn't even have the product I ordered! DON'T USE THIS COMPANY - IT IS FRAUD!

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.

I usually shop at Chewy.com, but they were backordered on the veterinary formula cat food that I need, and Petflow.com showed it available, so I decided to order it from them. I placed the order on 2/25. When after a few days I had not even received an order confirmation email, I called them. They needed authorization from my Vet, which is understandable. My new Vet does not give this over the phone or fax, so my husband picked up a written authorization from them, scanned it, and we emailed it to Petflow. I called later that day to make sure they had received it and applied it to my account, and was told that they had. I then had to call every day to check on the status of the order, and was finally told it had gone to "prescription fulfillment". I finally received an order confirmation on 3/5 which stated it would be shipped on 3/8. Not trusting them, I called at end of day on 3/8 to confirm that it had shipped and was told they were waiting on authorization from my Vet. I cancelled the order, and am now waiting for them to refund my money to my credit card (yes, they will charge you immediately - before the order is even approved for shipment). The good news is that they $#*!ed me around long enough that Chewy now has it in stock and I was able to order from them - and it shipped the same day. Don't EVER use this horrible company! By the way, during all this delay I was forced to feed my cat an alternate food that I knew would make her sick - as she is only able to tolerate the veterinary formula that I ordered, but it was either that or starve her.

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.

On 4/06/ I called petflow to make an order of dog food. Representative took the order and said it will be shiped tomorrow. With petflow, it might take a week to get the order delivered. Today is 4/15 and I still haven't received my order. I called them and find out that rep didn't even bothere to put the order in the system. They found info that I called that day, and made the order, but rep just ignore it! I have only one can of food left, and my local stores doesn't sell this brand! My dog has very sensitive stomach, (she can not hold food well) and she can handle only this brand. More likely it will take another week while I get the food. I asked to talk to the manager to speed up the shipment, but manager is not available in this company! What is the joke! This is not my first issue with pet flow, but definitely the last one! I am switching to chew! (Still don't know what to feed my dog for next seven days. It took us so long time to improve her digestion, and now it will be screwed again!)

I got the best customer service on online chat and then with super fast delivery. The prices were normal. I love the toys I bought for my super chewer doxie too.

Someone needs to redo their awful website
Very difficult to navigate
Links to login are hard to find
I'm ready to change vendors based on this level of difficulty

Expensive dog food was ordered.
Didn't arrive in timely manner.
I emailed.
They responded FedEx delivered to person.
But it wasn't to us.

Been a longtime customer but they lost my order of 600,
I highly recommend not using petflow for your animal delivery service