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PetFlow

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169 User Reviews

4.1

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Author: Kalicia Bateman

LAST UPDATED: April 15th, 2022

PetFlow reviews (read below) reveal that several customers had difficulty canceling their Auto-Ship subscription and that their packages were not delivered on time. However, many of the reviews state that PetFlow has a wide variety of cat and dog products and the pricing is on par with other companies in the industry. 

Here's a bit about the company and what they're up to today:

PetFlow works hard to make finding and buying high-quality food at great prices easy. The company carries around 300 brands of the finest dog and cat food, treats and other online pet supplies. Pet parents can conveniently have all products shipped right to their door with the companies Auto-Ship program, so there is no more worrying about forgetting to stock up the pantry with delicious dog and cat treats.

For customers who have questions about any of the products, PetFlow’s customer service team is happy to help. Having so many options can be overwhelming, but a customer service representative will help find the right pet food for any beloved companion.

PetFlow also donates over 15,000 pounds of food to local shelters every month. With every package shipped by PetFlow, the company gives a bowl of food to a pet in need. So purchases are more than just purchases, they are a good deed. 

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The Good

  • Good Deeds
  • Pain-Free Training
  • Auto-Ship
  • Available Pet Products
  • Promotions, Coupons, and Discounts

Good Deeds

Every box sent from PetFlow is more than just a box; it’s a good deed. Whenever customers make a purchase, a bowl of food is donated to a pet in need. Working with shelters, PetFlow helps shelters spend less on food so that the shelters can devote more time and effort into healthcare, rehab, and enrichment. At the bottom of the webpage, PetFlow has pictures and the stories of pets that were helped by PetFlow’s Good Deeds program. 

Pain-Free Training

PetFlow has partnered with Zak George, an influential YouTube personality in dog training, PetFlow promises not to sell pet products that are meant to inflict pain on animals (choke chains and shock collars). On the PetFlow website, there are a variety of YouTube videos featuring Zak George showing how to train and care for dogs.

Pet owners can get advice on how to get their pup crate trained, potty trained, leash trained, and more. 

Auto-Ship

PetFlow’s Auto-Ship program allows pet owners to pick from a large selection of brands and products. Customers add the items they want into their shopping cart, and during checkout will select Auto-Ship and choose a delivery frequency. Customers can then manage their Auto-Ship order, adding or taking away products, change delivery dates or delivery information. There is also a feature to view past orders done on the account. 

With every Auto-Ship order, a bowl of food is donated to a pet in need. So each time a customer schedules an Auto-Ship order, they are scheduling a good deed. 

Available Pet Products

Pet owners will have a variety of dog and cat products to choose from. In order to make things easier for customers, PetFlow allows customers to narrow down their search results. For example, customers can filter pet food products by:

  • Special Condition
  • Type
  • Lifestage
  • Brand
  • Sub-Brand
  • Main Ingredient
  • Allergic To
  • Features
  • Breed Size
  • Hot Deals

Petflow even offers prescription food for cats and dogs with special dietary needs. 

Promotions, Coupons, and Discounts

Throughout the year, PetFlow offers different specials and promotions. As the promotions change, customers can find information on the most recent special at the top of the site, in a pop-up at checkout, or in an email.

If an order falls under $49 with a coupon, customers will have to pay the $5.95 shipping fee.  

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The Bad

  • Canceling Auto-Ship
  • Return Limitations and Fees
  • Variety of Animal Products

Canceling Auto-Ship

Customers wanting to cancel their Auto-Ship subscription will have to call the company, as there is no way to cancel the order online. For many consumers, this can be quite frustrating as it negates the convenience of online ordering. 

PetFlow also doesn't allow customers to remove their credit card from their profile, that also requires a phone call to the company. 

Return Limitations and Fees

Unfortunately, PetFlow doesn’t allow returns on products under $10. There is also no returns on opened products, open cases of canned food, medications or prescriptions, or r/x foods, due to pharmaceutical regulations.

All returns are subject to a return shipping fee, that will be deducted from the total credit/refund amount. Items are subject to the following tier:

  • $10-$49.99, return shipping fee of $5.95
  • $50-$99.99, return shipping fee of $10.95
  • $100+, return shipping fee of $14.95

PetFlow only accepts returns within 30 days of an orders ship date. There is no guarantee that the company would be able to accept a return or exchange outside that time frame. 

Variety of Animal Products

If you're looking for dog treats, dog food, or cat supplies, Petflow is a good option. 

While PetFlow has a great selection of products and items for cats and dogs, they don’t have any products for other common household pets. Customers with birds, reptiles, fish, or small pets (rabbits, guinea pigs, mice, rats, etc.) will have to look at other stores for their pet supplies. 

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The Bottom Line

Whether you have an orange tabby cat or a German Shepherd, PetFlow has an impressive selection of pet food, treats, and toys for both dog owners and cat owners. PetFlow’s advanced filter helps customers easily shop for specialty products without the hassle of having to search through every page.

Along with providing high-quality pet food, PetFlow has teamed up with Zak George and has made a promise not to sell any products that are meant to cause pain or harm to animals. PetFlow’s customer service representatives are pet owners too and work hard to provide the best service and quality for all pet care needs. Customers can contact PetFlow through email, live chat, or phone. Also for those wanting to get exclusive deals, customers can sign up for PetFlow emails to hear about the latest deals and offers.

Another positive aspect to PetFlow is their dedication to providing food for animals in shelters. Customers can even see the pets they’ve helped by purchasing products from PetFlow, and there is also a shelter spotlight that helps consumers learn more about the shelters and their motivations. 

However, pet owners might want to look further into the Auto-Ship program as they don't allow customers to cancel online or remove their credit card from file unless they call. While not the worst offense, it does seem counterintuitive since Petflow is an online store and many customers prefer the convenience of canceling online. The company also has a few shipping limitations that customers should be aware of before ordering products. There have even been several complaints from customers whose shipment did not arrive within the expected time frame.

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User Reviews

Star Rating

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2.9

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169 Reviews

Review Breakdown

5 grade

41%

4 grade

4%

3 grade

2%

2 grade

5%

1 grade

49%

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Quality

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Erik F Portland, OR

Petflow has been charging me for dog food they couldn't source. They charged my credit card for two bags of dog food but only delivered one. I had to call monthly to get the refund after showing them the shipping weight did not equate to the 2 bags, but one. I missed a few calls and now they've overcharged my by $325 and got a sorry but can't help you as you didn't call us within 30 days. I provided the documentation to show they were in error but still nothing was done. This overcharge has negated any discounts they provided. If you use Petflow, make sure you check your shipments and credit card charges.

4 years ago

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AnnT Justin, TX

If you enjoy spending time on chatting, texting, emailing, and calling customer services to repeatedly explain the problems often -- you are in luck because PetFlow is the company for you! We have been using PetFlow for Wysong Optimal Senior Premium Dry Dog Food since April 2019. During these 2 years, we often received wrong food (optimal but not senior, or senior but no optimal) or wrong quantity. Wysong packs its food in 5-lb bags and PetFlow sells it in 20-lb unit/box; in other words, each 1 unit should contain 4 bags. I assume this is easy math for everyone ... but I was so wrong. I can't count how many times I have tried to explain this simple concept to them to no avail. Our last order was 4 boxes (80 lbs. total) of food, and today we received 4 bags (20 lbs. total). After the customer service rep kept insisting that they did send us 4 20-lb bags, I (1) emailed them a photo of what we received, (2) pointed out even the photo on their site shown 5-lb bag, (3) directed them to Wysong site regarding the food packaging size, and they agreed to send me the shortage AFTER they hear back from their warehouse with no time estimate how long it will take. I am not sure what information they are waiting to hear from the warehouse (and this is the department kept messing up our orders) and how can any company have "no time estimate" on hearing back from an internal department? I received only 25% of what I paid for, and no one seemed to care about that at all. Update: more than a day after, there is still no actions on sending me what I am shortchanged. This will be our last order from PetFlow. It's just not worth the time and effort spending on resolving the order issues that occur way too often (about 1/3 of our orders). On top of that, if you want to cancel any auto ship item, you can't do it online (but you can certainly sign up online), you are asked to call and endure more sales pitches. Ridiculous!

5 years ago

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Carol Zimring Los Angeles, CA

I ordered canned cat food specifically for cats with urinary tract issues on-line on January 3. It requires a prescription from a veterinarian, and I included the name of our vet with the order. We specified that the delivery was to be to our home address, but the billing address was my husband's office. The next day I got a call from a very nice young man needed clarification of the discrepancy between shipping and billing. I went over the information, he said he "had it" and the food would go out the next day. The next day I got an email to call because they needed more information on the billing address. I went over it again, what they now had was correct, and I believed we'd be getting the food within 2 or 3 days. The next day (and the next day) I received the exact same emails, I called and the information they had was correct, but on January 7 I asked whether the order had gone out and now I was told they were awaiting the O.K. from my vet. At that point I had just had it and told them to cancel the order. "Matt," the person I had first spoken to, apologized profusely but it didn't solve the problem that I was down to 5 cans of the food my cat needed. I have never had an on-line order process go so poorly in the past 10 years. Order from them at your peril!!

5 years ago

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Discriminated Sachse, TX

I ordered dog food and was told the shipment would arrive in 2 to 3 days because it was coming from a different location, after 4 days I called them and told them I was leaving town and if the shipment arrived over the week end no one would be home and the food would sit in 100 degree weather. I called and spoke to Brea who said she would stop the shipment and call me back and neither one of the things she said happened now I have dog food sitting in 100 degree weather and they cant pick it up until Tuesday. in the meantime the food is rotting in my front yard. This place can care less about your dogs need and at the rate they are going and based on the very poor reviews I doubt if they will be in business much longer. I spoke to Brian after finally 5 days and 4 requests later, who said he was a supervisor now I know why his employees could care less, Brian said he would call me back and I never heard from him, I have sent him 3 emails and no response. I WOULD NOT RECOMMEND THIS PLACE TO ANYONE. If Management can care less Imagine how the employees are. Ohhh they sound so polite but don’t trust them as far as you can throw them, because once you speak the truth their real personality shows up.

6 years ago Edited September 14, 2021

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J Washington, DC

Terrible. They paused all of my orders including regular ones after not getting verified from my vet for my RX order. Not just that but also, they broke the news four days after my order was submitted with detailed information & two days after my expected delivery date. After making a call, asking them to proceed with my regular orders asap. They defended by saying they were medical prescription too, trying to coax me into believing they couldn't mail them too. I caught them red handed by pointing out the fact they are made available on the shelf in every pet stores and clearly are not prescribed.

6 years ago

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R Nashville, TN

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.

6 years ago

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Winston Port Charlotte, FL

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.

7 years ago

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Jill Duarte, CA

PetFlow shipped the wrong dog food, no fault on my part; however, they stated I had to return the wrong dog food or they would not refund my money. In addition, they claim to ship out the correct food, which I have yet to receive. When I contacted them, they claimed it was delivered as if I was lying. When pressed, they claimed to have contacted FedEx that would make the delivery on 8/23 (3rd attempt to send the correct food). As of today, I have not received the correct food. PetFlow, unlike Chewy, refuses to correct a mistake & blame the customer. Chewy apologizes & corrects their mistake immediately & does not blame the customer. Is it too much to ask that a company own up to their mistake & correct it instead of blaming the customer?

7 years ago

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Sarah Richmond, VA

AWFUL customer service. I *only* used Petflow to purchase Fromm dog food after they no longer worked with Chewy (who has FANTASTIC customer service). Their autoships are ridiculous. They make it extremely difficult to cancel. They also do not always send email notifications when an order is about to ship. I did recently get an email notification, so I immediately wrote back to cancel the order and the autoship. I received an email back later that day saying both were cancelled. Two days later, my account was charged for $150. I contacted them immediately. They admitted they messed up, but REFUSED TO REFUND ME until I received the package and sent it back to them. After arguing with the rep for a while, she agreed to refund when FedEx picked up the package instead of when it arrived back at Petflow (still completely unacceptable, but I was getting nowhere with her). The package was picked up on 3/23. It's now 3/29 and I have no refund still. The rep I just spoke with said the refund started processing on 3/26 - THREE DAYS after it was picked up from my house. I will NEVER purchase anything from this site again. I'll switch brands and go back to Chewy or I'll purchase my dog food locally.

7 years ago

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Jenny Long Carrollton, TX

While Pet Flow offers options for purchasing pet food, the ability to remove yourself is cultish. You can not cancel the auto program online, remove your CC, change your order size, or anything without calling them. They are in essence forcing you to participate. They will not even allow you to delete your current CC on file, for billing purposes, until you enter a new one. They claim you future orders waiting to be purchased and need a card on file. I tried various ways to cancel the orders, but was unsuccessful. In size, entire program, one item at a time, etc. NONE of it was granted. I am calling my CC company to report them for fraud and to refuse charges from this entity any further. They are in effect charging my card without my permission. Forcing you to call, with a program number, when you did not set up the program that way, is trying to force customers to keep the service. When I called the company was closed. I have never experienced something like this in all the online orders, shopping, and auto shipping I have ever done. You should be able to cancel as easily as you set up the auto shipping program, Pet Flow is trying to trap their customers into purchases they do not wish to have. DO NOT fall into their trap.

7 years ago

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J Ronkonkoma, NY

An order I placed was somehow duplicated several days apart. Why and how, I do not know. I emailed them at 3am, asking them to cancel the order and do a chargeback to my credit card. The order said it was due to ship that day, so there should not have been an issue in cancelling the shipment in a timely manner. 12 hours later I called them to ensure the order was being cancelled, and they had yet to receive the email, and had no clue what I was talking about. Part of being a customer service representative is to read emails when you come to work each day, and to address those emails. I was told that they were going to contact FedEx to stop the shipment, and also refund my card. Then they email me telling me that prescription pet food (Royal Canin) cannot be returned once it leaves the warehouse, and that they would be unable to stop the FedEx shipment. They told me to donate the food (which I did), and that they would refund my money. A week goes by and the chargeback has yet to show up on my card. I call them AGAIN, and first they tell me that they have no record of my order or the emails that were exchanged, and are unaware of any chargeback. After several minutes they finally found the order, but for some reason it was under a benign email address I have not used in YEARS. Any business I conduct is done using only one email address. Then they say that I was given an account credit and not my money back. I told them the duplicate order was entirely their fault, and that I never authorized the order OR the (fraudulent) use of my credit card. I kept asking to speak to a supervisor, and kept being told by the representative that she does not have the ability to transfer calls. I kept asking her to put down the phone and go to a supervisor’s desk and have them come to the phone. She kept refusing, saying that someone would call me back. I kept telling her that I was not hanging up the phone until I spoke with a supervisor, and that my chargeback was done while I was on the phone, and an email confirmation was sent to my email. I then asked to speak to the original customer service representative who helped me, and first she said he already left for the day. Meanwhile it was only 12pm. Then they said that he was sent home. This actually means that he either quit because Petflow are such scam artists, or that he was terminated because he refused to play along with Petflow’s scamming of customers. She assured me the chargeback was done. But just to make sure it was actually done this time, I then emailed my bank’s fraud unit to report the unauthorized use of my credit card. THEN I contacted Royal Canin customer service, and was told that the information I was given by Petflow was completely erroneous, and that as long as the product was unopened and not expired, regardless of the fact that it was prescription cat food, that Petflow can absolutely accept a return of the Rx cat food. They also informed me that Petflow does NOT dropship directly from Royal Canin, as was originally told to me by the original Petflow customer service representative I spoke with. So needless to say I will never again do business with this company. What began as a seemingly simple and harmless error, has quickly escalated into an obvious scam.

7 years ago

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frannie New York, NY

They purposely make it difficult to cancel autoship. Even though you can sign up for autoshipments online, if you need to cancel the autoshipping completely you actually have to call them to do so (you can edit, add and remove things online, but not cancel). I find this a shady policy on their behalf and this company putting their marketing desires above my convenience. Also, I just now read about their policy about not stocking shock collars. This is an ignorant viewpoint, and one I don't support. Used properly for training purposes, there is a valid need for these devices. While there are those who are lucky enough to not have a stubborn large dog, or who have dogs that are unfortunate enough to never ever be off the leash or outside of a fenced in area, those of us who have large acreages in coyote territory who like to give their dogs freedom to run and wander appreciate the use of training collars. If my dog is being tempted by the coyotes on the edge of the woods that are trying to lure him in towards their pack where they can tear him apart, or chase deer in to the next county, he absolutely must be trained to come back to me rather than follow his instinct. Overcoming a prey drive in some dogs is not an easy task, and those who think the traditional methods of training can be used for this are ignorant or inexperienced.

7 years ago

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Cason Mulberry, FL

I use to love petflow but it seems like the handling of the food they provide is EXTREMELY poorly shipped. I ordered 12 cans and they were in disgusting condition when I received them. I was only able to spare 6 of them and the second time I ordered from the was the last time. Not one but 8!!!! Of the cans were punctuated and when I feed my dog on the morning it’s dark and I only have the light above the kitchen microwave on and I noticed the Oder from the can . So I turned the actual light on and the meat was BROWN in the van vs. the light pink it’s supposed t look like. When I opened the rest 8 of them were punchered and like this as well. Extremely disappointing. When I called customer service they weren’t rude about me canceling my subscription but they didn’t really seemed concerned about this problem either. They didn’t offer to reimburse my money or at least send another one either.

7 years ago

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Cindy

When they delay shipment of an order and you try to call in to cancel your autoship, they tell you it hasn't shipped, but they can't cancel it because its in "fulfillment" even though it has been in fulfillment while they've been giving you the runaround for over 24hrs. Then they give you a hard sell (like a car salesman, no joke) to keep your remaining autoships active. I was a little taken aback by that. It didn't sit well with me. All I got was excuses and the runaround and trying to give me a percentage off to get me to stick with their autoship program. After the third call on the same order because nothing was happening (like I was told it would), the final service agent told me he would cancel my autoships and the remaining part of my autoship order that had not been shipped would be refunded. After that call, I ordered my items from Chewy . Then about 30 minutes later, I received a shipment confirmation from PetFlow. Huh? Guess they were just holding my product until the most inopportune time to decide to ship it. So I guess I don't get a refund on this like the agent said and I now have double ordered. SERIOUSLY? Never gain. I would not try out this headache again if you paid me.

8 years ago

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Emily Foster Honolulu, HI

First of all, website says free shipping over $49. Went through the creating account process which was arduous because my cat requires prescription diet so had to search for my vet's name, etc. Bah Humbug. Finally got the cat food in the cart and also ordered my dog's food to get to the $49 free shipping. On check out, informed I had not reached $66 threshold. Added some treats for $7 and then did not reach the next $ threshold. I could have driven the 20 miles to the Vet's to buy my cat food in the time it took me to complete the order and still was not able to order. Very very disappointed and frustrated.

8 years ago

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Janessa S Hagerstown, MD

I was notified through a 3rd party credit monitoring site that my PetFlow account was breached. I never received notification from them about the breech. The third party site was able to tell me the email address I used to login as well as my password for the account. Petflow has no explanation, no plan of action and never warned me. I believe the credit monitoring site as opposed to Petflow, since they wouldn't have had the password IF Petflow hadnt been breached in some way. Its not a password I use on their site so they would have no way of accessing it. Very bad business practice and lack of protection of my data. In October 2017, PetFlow's user database was allegedly breached. The stolen data contains 990,000 records including email addresses and passwords. The compromised data is being shared privately on the darknet. EXPOSED INFO: Email addresses Passwords

8 years ago

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Kira N. New York, NY

The company was acquired by Phillips Pet Supply in 2017 and turned into a tech-arm for the parent company. They now build apps so small pet store owners can try to compete with bigger chain stores by claiming they can order any item through Phillips for the customer and have it shipped to the local pet store or the customer's home - basically what you as the customer can do from the comfort of your own living room. The PetFlow site was splintered off from the parent company in NYC and is now based in Las Vegas where the customer service team is located. The site is there to serve existing customers and is not actively trying to grow its customer base. The discounts are now limited to 10% off for a one-time purchase and no more than 20% off for a repeat-delivery order. This is because the local pet stores (which are the actual customer for Phillips') became angry at the deep discounts PetFlow used to provide claiming they couldn't compete. So basically the company is a now a sham and has no future beyond its current dwindling customer base.

8 years ago

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Katie Brown Fallon, NV

I ordered prescription dog food through PetFlow. It never shipped. Days after ordering I was told it was out of stock, dog is now out of food. I asked to cancel the order bc now I had to order through a different company. They said they would. They didn’t. All the bags showed up and my card was charged hundreds of dollars. The reps refused to help or return the food. They offered me $20...well I’m out Hundreds of dollars now. It took DAYS to speak to a supervisor. And still I had to call multiple times a day and finally I tracked one down. She was unwilling to make this right. I wouldn’t recommend this company to ANYONE. Unreliable especially for a dog who can only have prescription food. Sorry I ever gave them my business.

8 years ago

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Hilary North Kingstown, RI

Nothing but problems since switching to Petflow. I only switched because Chewy stopped carrying the brand of food I feed my dogs. First off, the website is a headache in itself. I scheduled my auto ship for every two weeks on a Wednesday. Every time one order shipped, my next order would mysteriously change itself to Friday so I’d have to change it back. Twice I was sent a 3 lb bag of dog treats that were wide open and strewn about the shipping box. Once I was sent a bag of treats that was held together with packing tape. Tried to cancel then but they don’t give you an option online to do so, so then I got roped back into staying while talking to them on the phone. Last straw for me was when they took it upon themselves to take my almost $100 order out of my account two days early because the “nearest warehouse was out of one of my items and had to ship from the next closest facility in order for it to ‘get there on time’”...which it didn’t, and isn’t scheduled to arrive until a week after my order should’ve arrived...which made me have to buy dog food at a local store to make up for their screw up. "

8 years ago

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Joe Stockbridge, GA

I gave Petflow another try after they were deceptive regarding when the product actually ships. Chewy.com was out of stock on what I was going to order so I saw this was in stock for the same price delivered. Well nothing has changed. I ordered a 30 pound bag of Dr. Tim's Kinesis Grain Free Dry Dog Food on Thursday afternoon. I received an email Friday with a FedEx tracking number showing it had shipped. I checked the status of the shipment and it only shows "Label Created" and FedEx doesn't have it in their possession to ship. I called Petflow Saturday to see what the problem was and they couldn't tell me anything other than it hasn't shipped. I called back on Sunday and cancelled the order. This isn't the first time that I've had issues with Petflow, but it will be the Last! Do yourself a favor and go to chewy.com and make your purchase there. They are as close to flawless as you can get when purchasing pet food. I DO NOT RECOMMEND PETFLOW for your pet food purchases. They are deceptive and untruthful. Buyer Beware! Shop At Your Own Risk!

9 years ago

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Julie Stofer Kansas City, MO

It's 2/9 and I just received an order that was supposed to autoship on 1/31. I received no notification that it didn't autoship as planned and did not hear anything from the company until I reached out when it had not arrived by 2/5, at which time they apparently scrambled to get something sent to me. Of the 24 cans in the flat (which arrived in an undamaged box), half are damaged, 9 with dents ranging from minor to severe (I'm surprised it didn't break open) and another 3 missing labels entirely. This is ridiculously poor quality on top of terrible customer service, and they only get 3 stars because the service was okay up to this point.

9 years ago

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Aquelah

Where do I begin?!?! PetFlow's AutoShip service is a scam at best, thievery and fraud at worst. They don't send you any reminder e-mails, and if you've forgotten you had an AutoShip scheduled with them it just shows up without notice. They don't ship with a signature on delivery required, so if you live in an urban or high-theft area good luck in actually receiving what you ordered unless you're home (hard to do if you don't get e-mail reminders that something is shipping). When you try to cancel AutoShips they use high-pressure sales tactics to try to make you keep it. Even if you schedule an AutoShip for say 3 months interval it may come weeks ahead of schedule. If you try to stop a shipment they will ship it anyways. To be fair PetFlow is not the only vendor I've had this problem with - I've had a similar problem with Chewy too although they were better about how to resolve it than PetFlow, so I'm cancelling all Auto Shipments (and NEVER using PetFlow again). They even charge you for return shipping if the original shipping was THEIR mistake!! PetFlow Customer Service - a joke - they may or may not do what they say they will as a follow up (like call FedEx to get a shipment stopped or returned, or put your name in a queue for a supervisor to call back), supervisors rarely call back, and they don't leave messages. I've been a PetFlow customer for years, spent thousands of dollars on pet food and supplies, but I am completely DONE with them - they are not trustworthy with my credit card information, they lie, they try to use high pressure sales tactics, and they don't do what they promise to do. They really need to be put out of business. The measure of success and quality customer service of a vendor is not how they handle the normal stuff, it's how they handle things when they go wrong. PetFlow FAILS at every step on this, and you should stay far, far away from them as a customer.

9 years ago

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Melissa Superior, WI

I've been a Petflow customer for three years, I have also referred friends and family, for two reasons, convenience and because they sell the brand of dog food I use--it's tough to find in retail stores. Additionally, I am an autoship customer, and I generally place another order per month to stock treats, etc. My list of issues: The autoship discount of 20%--it's just on the first order, but you get totally fleeced believing it's on every order, because that would actually be a deal. They don't tell you that, you figure that out when you get charged the additional amount. ...and just TRY and cancel autoship, complete dog and pony show. I have received empty packages, as in individually wrapped air. I wrote to Petflow and wrote a review, and I was not compensated. I have received three bags of dogfood that were torn, as in kibble falling out of them, again, Petflow did nothing to compensate me for this poor packaging. Finally, and most recently, I received my regular order and opened one of the buffalo twist treats and worms spilled out of the packaging. I'm tapping out, Petflow.

10 years ago

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Donald Maher Little River, SC

The site did it's job, for the most part. The cost was about $6 more than in the store, but I'm lazy and tried out the service for a few months. After a few months I decided I wasn't THAT lazy and went to cancel the service, but they don't make it easy. There's a "cancel" button on the page for your auto-ship, but that just gives you a number to call. When companies do this it's an immediate red flag for me. It's an artificial way to retain customers. How many people end up placing one or two more orders because they said "Ah, I'll just call tomorrow." Plus, when you call you get put on hold forever and never even reach a person. I was asked to leave a message repeatedly. I'm giving it 3 out of 10 because it at least delivered promptly.

10 years ago

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Brad Las Vegas, NV

If order a prescription product and they do not have a prescription on file, they supposedly go to the vet you name, using a company called VetSource, to verify the prescription. I found them, annoyingly, telling me every other day that they were "trying" to verify the prescription but the vet was not responding to them (and then they ask in the email if you'll take care of it for them.) When I asked my vet, they knew nothing of PetFlow (or VetSource) asking for prescription verification. So I had the vet write out the prescription and I offered to PetFlow to scan and email to them. They said no - you have to send by U.S. Mail (what?????!!!). Eight days after ordering (and receiving another annoying email about the prescription verification) I asked them to cancel the order through their Chat support. When this was complete, I asked whether an email would be sent confirming the cancellation. "No, we don't do that" was the reply. "But you can check back in a few hours to make sure the cancellation occured." Really? PetFlow you need to get your systems updated (and stop pretending you're checking on prescriptions when you're clearly not.)

10 years ago

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Sharon Mastroni Montgomery Village, MD

Ordered special diet food for dog undergoing chemotherapy. My account showed it was shipped the day it was ordered. SIX days later I receive an email stating the shipment has not gone out because they have not had a response from the vet approving the prescription. Contacted another pet supply company immediately and they were able to send shipment out next day. The vet providing oncology services who had to approve prescription is part of a national veterinary service and said Petflow had not contacted them about the order at all. When I contacted Petflow about the received email, I was told that it sometimes takes a longer time to get vet approval. Do not depend on Petflow to provide the level of service other online pet suppliers provide

10 years ago

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Aaron Compton, CA

My order is over two weeks late (still waiting) and all I was offered was $10 credit. I declined the nice service reps offer and asked to speak to a supervisor. I didn't get a call back that same day, so I called the next morning, but it was too early to catch one and I was assured of a call back again. Later I did a call from a supervisor who apologized and offered a $10 refund, instead of site credit. I declined what I felt amounted to peanuts, given my steady loyalty as a customer and my assured future business, but I was not offered anything better, so I said fare thee well. Have fun with that $10 you saved! Really shows you what they think about their customers. Maybe they're doing so well that they can afford to lose business to competitors with comparable prices and deals. And, as others have noted before in these testimonials, it's really off-putting how hard they push the auto ship option on you. Their customer service reps are very polite and courteous and they were a reliable and convenient option for a good while, but this experience will keep me away for good.

10 years ago

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Mike East Brunswick, NJ

I have used PetFlow's auto fill system for about 18 months with only a few hiccups. Early on I had a question about the coupon I had used for a discount on my orders and was told it was one-time only. Without asking, they offered me 20% with free shipping for the life of my order. Now, without any notice, my pre-shipment invoice this month came without the discount and without any notice that it was being removed. I had poor customer service from Brittany, aggravating emails from Tim, and a very poor conversation with Brent. PetFlow has broken their word with me and had now lost me as a customer. Save yourself the hassle, avoid PetFlow at all costs.

11 years ago

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steve Santa Fe, NM

I ordered c/d cat food, and found under my order status that the cases were shipped on 2/25/15, but I did not get a tracking number. So I contacted customer service and received the following response on 3/2/15: "Thank you for writing in regarding the status of your prescription order. I see we now have received the approval from your vet, and the order will be shipping out later today. As soon as it does ship out, we'll send you the FedEx tracking number via email". I'm upset that PetFlow misled me in thinking my cases were shipped on 2/25/15 when they weren't really shipped until 3/2/15. I was forced to purchase an additional case from my vet, who charges much more than PetFlow and other comparable pet websites. If I had known that the shipment was not truly shipped on the date that PetFlow indicated (in writing on their site), then I could have changed my shipping method and still saved money.

11 years ago

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Kimberly Helbing Knox City, MO

Fedex will be the death of Petflow. Initially I became a customer of Petflow because they carried the Zignature brand; I live 2 hours from the nearest dealer so I found that the auto ship program worked for me….until recently. Over the past couple months I have not received my shipment on time, the first time it was a week late, and right now, my dog food has been sitting on a delivery truck since 10/19. It’s the 28th of October! I have cancelled my order and auto ship, as Fedex handles all their shipments, and Fedex service in my area is very poor.

4 years ago

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Mandy Los Angeles, CA

Do not trust this company with auto-shipments of your pet's prescriptions. They are regularly "unable" to confirm my pet's prescription even though my vet informs me nobody has contacted them. Not only that, they will not even let you know your shipment cannot be sent pending prescription verification until the very last minute. I would not recommend using this site for any time sensitive needs as they clearly do not care. Switching to Chewy.

6 years ago

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Kari Watertown, TN

I have never used PetFlow before but was notified by IDnitify that my email address was found on the dark web from PetFlow. I assume I went to their website and put in my email address for a first time order offer. They obviously have had a data breach but haven't notified anyone. Either that, or they sold my email address and possibly others. Now I am having to change passwords and monitor my accounts when I have never even ordered from them.

6 years ago

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KLS Minneapolis, MN

I signed up at PetFlow's site in anticipation of trying out their their services. The following day I received notification from Lifelock as well as Norton Security that PetFlow had stolen my passwords, which of curse gave them access to all my private records, or something to sell to others.. I Immediately changed all my passwords!!!!!!!!!!!!!!!!!!!!!!! I'll stick with Chewy who gets 5 stars in my book!!

6 years ago

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Jcange33 Garden City, NY

Every time I order food from Them it never ships when it’s suppose too, they say 1-2 days but it’s always longer. I am currently waiting on a manager to call me back since the managers only work half days and are not available to speak to on the spot. The rep stated to me the food can not ship on Monday’s because FEDEX is “closed” Because it’s not a “business day” when I see plenty of FEDEX truck every Monday driving around. I would of went with chewy but seeing that they do not carry the brand of food I need petflow is my only option.

7 years ago

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Natasha Olathe, KS

Delivery time can take over a week! If you order it on Friday, you might get only in one week around Tuesday or Wednesday! Not next week, in one week. I ordered food from them, and a couple of times they were extremely late almost 2 weeks! Also, the site very confusing when you need to change the auto-ship date. it very unclear was it changed or not. I recommend also to call customer service to confirm. They have a discount program when you order on regular bases, it turns to be a little chepaer than others. But be aware of delivery delays.

7 years ago

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Steve Oviedo, FL

Purchased dog food on 6/10 with FedEx delivery projected on 6/13. On 6/13 tracking indicated FedEx never received the shipment. Called and they "reshipped" with delivery expected on 6/18. That is 5 days not three and a total of 8 days. Their call center was very impersonal and offered a refund rather than shipping. If you are buying Fromm use gofromm which operated by Fromm out of their manufacturing facility.

7 years ago

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Walter Duluth, MN

I also switched from Chewy to PetFlow so we could continue to purchase Fromm food. Chewy's auto shipment was user friendly and intuitive and easy to make a change. PetFlow's is not. The only way to cancel PetFlow is to call customer service and they do not send advance notice of pending deliveries. I was also unable to delete credit card files from my account. While I love the Fromm family of foods, I will purchase locally rather than online if PetFlow is the only option.

7 years ago

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Barnett sisters Mom Parsons, TN

Ordered on 2-11-19. No shipping info available on 2-13-19. Called customer service, they could not give an answer and said they would e mail me or call me when they investigated. On 2-14-19 info was updated on my account and was given a tracking number. Tracking number was not ready to track because the food had not yet been sent to the facility. My dogs will be out of food by the time this reaches me. CANCELLED my order and Petflow returned my money. 3 days after ordering and my food had never shipped? No thank you

7 years ago

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Melanie Hammontree Gainesville, GA

I've contacted customer service twice now about an order I placed for 2-30pound bags of food two days ago. The status online says shipping is in process. Fedex has no record of the shipment even though I've been assured it has left PetFlow. I have no clue whether the food is coming or not, but we can't wait days for this to rectify itself. I'm kicking myself for trying another company over Chewy's. NEVER AGAIN.

7 years ago

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Bonnie Waynesboro, VA

Only giving one star because I had to pick something. TERRIBLE about order follow through. Ordered something 4 days ago and it's still sitting waiting to be scanned by FedEx. Customer Service says oh sorry... we'll get a new order out to you in two days. Unfortunately that doesn't work for my pet who has dietary challenges. WILL NEVER ORDER FROM THEM AGAIN.

7 years ago

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AK Fishers, IN

It works just fine - its even great....unless you want to change anything on your auto-ship. Its a long and painful process and it doesn't work (even after calling in and going through A LONG conversation)...then you get stuck with food you don't need and get finally mad and tell them that you want it cancelled and if you charge me again - I don't care. That is actually what got me out of it so: buyer beware!!!!

7 years ago

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Nathan Miller Chicago, IL

I had a problem with an autoshipment, and after supposedly resolving the issue, my order still had not been shipped. I called in and decided to cancel my autoship entirely. However, all they did was change the date of my autoship to today. It is absurd that there is no way to cancel the autoshipment, and no way to remove credit card information from the site.

8 years ago

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G. M. Manorville, NY

Really want to give this company a minus number. Just learned from a free credit managing company that my email address and password ( along with 990,000 others) may have been compromised in OCTOBER 2017. Never heard a word from PetFlow. Called them and they said it was made up. When I asked if it would have been a good idea to alert customers since PetFlow had heard the assertion, I was told there was no problem, system was secure. Awful customer service!!!!!!!!!

8 years ago

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John Rogers Carlsbad, CA

Wasted 3-4 hours of my time before telling me they could not ship the order to a non-residential address. I travel full-time and they sat on my order for 5 days and did nothing. They did not call or email me. It just sat in my cart. I called them several times and each time they said they would call me back but they did not. I called customer support again and the guy on the phone was very rude and offered no help whatsoever. Overall a horrible experience.

8 years ago

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Carol Chadman Fernandina Beach, FL

Computerized system defaults into auto-ship which is very difficult to correct. Requires calling in and waiting to speak with a customer service rep to void auto-ship which I never wanted in the first place. Cost me over $100 in dog kibble I dint want. To send back, I am required to pay a restocking penalty for their lousy online ordering. Buyer beware!!!!

8 years ago Edited September 14, 2021

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Liz Newton Center, MA

I've used PetFlow for years, it has gone smoothly. That's why I was so disappointed to learn that they have been charging me 25% more than the market cost for the product. The same bag of dog food that runs $45-46 a Amazon, Petco, PetSupply and Chewy costs close to $56 with PetFlow. Again, huge disappointment and now I've cancelled my plan with them.

9 years ago

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4catmom

I submitted my order for prescription flea medication on a Thursday, my Vet faxed over the same day. The following Monday got a message they hadn't received my vets script, called and found out they had received it Thursday. Did I get one day shipping as compensation for the delay? No. Did I get two day shipping to help me get my flea medication in time? No. I got "priority shipping" which I was told was 3 to 5 days. The email I received confirming shipping stated my already late flea medication would not arrive for one whole week. Will never order from them again.

9 years ago

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Kei

I had an expired card on file and was planning to call and cancel autoship. Somehow, they managed to charge my account even though the card was inactive. Not only did they take the money out, it is taking way longer to get the money back which has screwed up my budget and bill payments. When I called, I was able to cancel my autoship easily enough, but an inactive card should have never been able to be charged.

9 years ago

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Mona Lisa Central Point, OR

Deliberately difficult to cancel autoship. Would never shop at petflow.com again. After canceling autoship, I was still send and billed for an order I did not request. The notice that the order will be shipped to me came after receiving the two large bags of dog food, so there was no prior notice before the delivery to stop it. The company must be in deep financial problems to be doing this kind of fraudulent behavior. Good riddance!

9 years ago

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Margaret Johnson Wheeling, IL

I will send a revised review if they come through with the replacement item. I ordered a 360 degree stainless multi-pet Drinkwell fountain, and when I open the box I could tell immediately that it was a returned item previously. The basin had water spots and all the pieces were scattered in the box and there were no instructions on how to put this together... I would however give them 5 stars for delivery and speediness of processing the order but now I have to take time out of my schedule to return the item when they send me the return label. Not happy at this time.

10 years ago

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