Name: PetFlow
Rating: 2.9

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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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Irishwolfhound Big Rock, IL

I've never had a problem cancelling or changing an order. I get awesome prices and prompt shipment of whatever I order. Great.

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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Brittany Oak Creek, WI

The customer service is always AMAZING and they have great product. I did not recieve my package, and customer service quickly looked into it.

7 years ago

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Maria B Las Vegas, NV

Customer service is wonderful, delivery speed is fast! They also have the best selection of the REALLY GOOD type of pet food for your fur babies!

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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Steffi joerg Manorville, NY

This delivery was an open bag of kibble and leaky salmon oil..MJ resolved this problem immediately and I remain a very happy loyal Petflow customer

8 years ago

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Michelle Weismantel San Diego, CA

I received an order with severely damaged content and it was remedied immediately. Excellent customer service. I would recommend stronger packaging to protect heavy contents

8 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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GREG PARKINS Huntsville, AL

Shipping has become to slow from the time the order is placed on Monday shipped from New Jersey to receiving on Thursday in Virginia. Ups ships in 2 days ground . Why does it take FedEx and to process the order 4 days time . Not happy with slow shipping !

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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jo Bellaire, TX

When an establishment is going to promote a 20% off everything that means there are no exclusions!!!! Look up the word "everything"!!!! When you say 20% of everything and then in fine print there are exclusions......that's not "everything"......this is what i would consider false advertising!!! If there are exclusions, DON"T use the word "everything"!

10 years ago

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jytte Hollywood, FL

I received products that they claim I had put on auto-order. I did not. I have always refused the auto-order system that they push so hard. They refuse to pay for return shipping for products I did NOT order. I will never order with this company again. I am closing my account. Also, I talked with 2 representatives today, both very rude, extremely rude, and told me it was all my fault. Obliviously they are not trained in customer service.

11 years ago

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Rasheed

Ordered 2x bags of 25lbs dog food. Poorly packaged, and as such one of bags completely burst inside brown cardboard box that was bouncing around in (no packing used). The 2nd bag had seal broken, but usable. I threw away the open kibble/bag, a $60ish loss, but took photo and sent to customer service prior. "Brittany" couldn't care less, but was very fake polite on e-mail. I tried Petflow for pricing, but service is garbage if needed, I'll go back to my original supplier at higher cost.

11 years ago

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SK49 Saddle River, NJ

PetFlow's Auto-Ship policies are questionable to the point of possibly being an unfair business practice. They make it very difficult to cancel Auto-Ship (can't cancel online) or remove your credit card. Much of the kitty litter product itself is of poor quality.

5 years ago

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Michelle ,

Prescription dog food was late because they said they didn’t approval. Instead of calling me, they just didn’t ship any of it...including the dog food they did have approval for. This was a huge mess, had to beg vets for food. They didn’t have interest in helping me resolve the issue at all.

6 years ago

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Priscilla Chabal Marietta, GA

Their prices are a little higher than the pet stores, but it's their shipping that's awful. From the first email you receive saying that your order is shipping, until you finally get it can be a week or more. Their estimated delivery date is always a fantasy. Be prepared to wait!

7 years ago

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pumpkinsmom Grand Rapids, MN

great customer service!! Large selection of products, I save money and subscribe to repeated deliveries.

7 years ago

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Sophie B Scarborough, ME

Terrible customer service. I went online to cancel the auto ship, but got a return email interrogating me about why I wanted to cancel. I chose the ‘cancel’ option, thinking that would take care of it. They shipped it anyway, but hopefully I can get FedEx to return it. Chewy has simple & efficient customer service.

8 years ago

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Shelley Rodriguez Sandusky, OH

I ordered expensive dog food with autoship and they won't eat it. Ive tried numerous times to cancel my order but they keep billing me. I had to cancel my credit card account. Ill never order from them again. Chewy is the most reliable with outstanding customer service.

8 years ago

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Melissa B Tampa, FL

I agree with everyone else on here--they make it nearly impossible to cancel autoships. I spent hours one day just trying to place an order--some kind of technical glitch on their end, customer service was of no help. Their customer service is very poor when compared to other sites, like Chewy or Amazon.

8 years ago

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Chris Arlington, VA

I was unable to cancel the very easy to set up "auto-ship" service online; I was forced to call into their customer service to cancel the "auto-ship", taking 10 minutes to do so. In addition, I was unable to return an unopened box of dog food even though they just sent it to me. Think hard before using PetFlow's "auto-ship" service!

9 years ago

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Never again Oklahoma City, OK

Customers have no online control over auto-ship. I tried to terminate it but was left no choice other than contacting customer service. The CS rep so rude I told her to delete my account. She hung up on me. I was a customer for nearly 3 years. Chewy's has my business now. Beware their strong arm tactics.

9 years ago

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brad scorey Tampa, FL

Impossible to cancel auto-ship online even though there is a button to do so. You can delay autoship but what is the point of that when the reminders they send are like 3 days in advance. You can get better deals if you don't autoship.

9 years ago

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Kirby

I signed up because it said ten dollars off if I did. I fell for it. When I ordered my food I was ordered was excluded. I order dog all the time from other sites with over night delivery, so I do not need them, just thought I would get a deal. I am just so tired of scams!! I never take the time to complain, this time I did take the time.

9 years ago

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Rasheed

**Update April 22 review**A supervisor named Jeremy contacted me (after seeing online reviews) and apologized for Brittany's poor customer service and assured me that is not his expectation. He credited me one of the broken bags, to make it right, and made every effort to get me back to Petflow. I declined but appreciated his efforts.

11 years ago

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Rocio Diaz Tallahassee, FL

PetFlow always delivers my pets's food on time and I have never had a problem with their delivery system or the products. Absolutely awesome service!

6 years ago

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Dasha Directo Provo, UT

I used to buy my dog's food from here because there were a lot of options. However, the prices went up, so I no longer am a customer. If they didn't increase their prices, I would still buy my food from there.

7 years ago

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Anthonyp Lake Worth, FL

They had a data breach that caused my email and 2 of my credit cards to be hijacked . I would not give these guys any personal information , in my opinion they are not equipped to properly secure it.

6 years ago

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Mark

Horrible service. Shipped me over 200 dollars 9f product from multiple cancelled auto shipped orders. Called them and was twice promised a pick up and still waiting 5 days later.

7 years ago

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Don Ralph Dayton, TN

Items were damaged and petflow replaced them no questions. They take care of their customers!

7 years ago

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Sandy C. Albertville, AL

Great prices better than Chewy. Also I love that they carrry Fromm where others don't.

7 years ago

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Jean Cotton Exeter, RI

PetFlow has been consistently great - super quick shipping! I highly recommend them.

8 years ago

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PETER RINI Stuart, FL

Terrible terrible terrible. If you signed up for auto ship watch your pricing a sthey increase price without you knowing it even though they tell you about discounts when you sign up for auto ship. by FAR THE WORST

8 years ago

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Paul Hambelton Sudbury, MA

Very difficult company to work with just to place an order for dog food. Slow to respond, poor quality answers, and poorly trained outsourced email and phone support. Take your business elsewhere.

8 years ago

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Kay Denver, CO

Do NOT use Petflow for autoship. Can't cancel without calling in, no one answered, gave an option to leave a vm and got hung up on after saying my name and reason for calling. I should be able to cancel online.

9 years ago