sally r.

I have been buying from this company for several years. I have rescue cats, and have placed over $3300 in orders from them. I recently I ordered 4 cases of canned organic cat food, with free shipping. When the order arrived the food was pass the expiration date. The company apologized and said they would resend the order. When that order arrived, it was also expired. The CSR recommend that I should ask for a refund since there is obviously a problem with food shipped being out of date, and that it would probably happen again. The rep also stated he would give me an additional 15% discount on my next order due to the inconvenience I had experienced. At that point, I was once again impressed with the integrity of the company, and was glad to be doing business with them. But, this is what happened next. It was time to place my next order. With the additional discount and the rewards I had built up do to my large purchases with them, I placed another large order. The order came to $1,007.15. With the discount of -$251.79, I decided it would be a good time to buy for the kitties. When I started to check out I noticed I was being charged $104.49 in shipping. For years I had experienced free shipping on food if the order was over $49. I called the company and was politely informed that is the way it is now. They looked at my account, and saw I had been a very loyal and profitable customer for them, but again, was informed, "that's is the way it is now." I was very, very disappointed with a company I had done so much business with, and had referred to so many other pet owners. Being a business owner, and knowing the value of keeping a good customer, I thought maybe I had gotten a new CSR, or they were having a bad day, it happens. So, I called back later and was again informed, "that is the way it is now." Giving them one last opportunity, I emailed them, twice. The first response I received was the same as the phone reps. Again, as a business owner, and knowing the amount of food I order, I replied one last time. I was very friendly but informative in my email, copied and pasted as follows, (Hello, The other day I placed an order (prior to using my rewards points) for over $1,100 of cat food. I noticed, and was informed by the CSR (very polite) that free shipping was no longer an option. I am very disappointed. As you can see I have spent over $3,300 with Pet Food Direct, and you have always been my go to company for cat food and supplies, We have cat rescues and buy lots of food. We had some issues recently of expired cat food shipped to us (X2.) I truly understand how that can happen. I own a business also.We received a 15% discount for the inconvenience, but the refund basically paid for the shipping on my last order. I am sorry that I will no longer be using your company for any purchases, as the cost of shipping will now put your prices out of competition with others. Thanks for all the orders in the past, I have always highly recommended Pet Food Direct, but sadly now I will have to find another supplier.
Thanks again.) I never received an email back to this reply. Due to the fact I needed the food, I placed my last order with them for $859.85. Sadly, PetFoodDirect lost not only a good customer, but many of the referrals and customers that had been recommend.