Petflow - Reviews and experiences

“we’re sorry, someone will follow up.” No one did. The website didn’t help either; subscription management felt clunky, I got duplicate messages, and making even a small change meant jumping through hoops. That disorganization was the main problem for me — it’s time-consuming and makes you feel like no one’s in charge. Oddly, though, when the order finally arrived the packaging and the food itself were perfect, not a dent, and it got here a bit sooner than I expected. That surprised me and softened the annoyance a little, because at least the product was fine. Still, the support and ordering experience was poor enough that I won’t be risking it again unless they fix how they handle prescriptions and follow-ups.

no refund until the package reached them, apparently. After pushing back, the rep grudgingly said they’d refund once FedEx picked it up from my place — not great but at least progress. FedEx picked up on Mar 23. As of Mar 29 there was still no refund; the next rep said it only started processing on Mar 26, which was three days after pickup. So the one thing that stuck with me was how slow and inconsistent their follow-through was (and how hard they make cancelling autoships). I’ve had better experiences elsewhere — Chewy, for instance, usually sorts this quickly — so I’m probably switching back or just buying locally. It’s annoying but not the end of the world; just takes more time and calls than it should.

I almost didn't order this. I first saw them in an Instagram ad and a friend from my local pet group mentioned the brand, so I figured I'd try it since our cat was out of food. I had a nagging feeling about the checkout — the site seemed light on clear policies and there was a bit of that AI-chatbox vibe that makes me nervous — but I went ahead anyway. The order sat as "pending" for close to 48 hours. I used their chat AI and sent texts; both kept telling me it was still pending. I needed food fast, so I tried to cancel online — there was no cancel button on orders — and I texted again. Radio silence. Then this morning a text shows up saying it's packed and shipping, no tracking number, and that all sales are final. Nowhere on the order page was that policy listed, which felt off and, honestly, like bad customer practice. So my initial doubts didn't fade — they validated. I'm stuck getting food I no longer need at about double the price of what I could grab locally. Emotionally, I'm just annoyed more than anything; I can see how this could work for others, but the delays, the lack of clear cancellation options and the sketchy communication tipped it into a poor experience for me.

I ordered kibble that was supposed to arrive in a couple of days, but it showed up later and sat on my porch in full heat. I came home to bags sweating and a faint sour smell — not what you want for dog food. I called a few times, told the first rep to halt the shipment because I was leaving town, she said she would stop it and call back. No call, shipment still went out. After a few more tries I finally talked to a supervisor who promised to follow up and didn’t. At that point I was pretty sceptical — felt like no one cared and the food was already starting to feel soft at the edges and a bit off when I inspected it. That said, after I kept pushing they arranged a pickup and sent a replacement batch. The new bags arrived sealed, kibble texture was normal, and my dog ate it without any issue, so the product itself is fine when it’s handled properly. Customer service was clunky and slow, communication was the worst part, but they did fix it eventually. If you’ve had smooth experiences with other pet suppliers, this will feel rough in comparison. I’d use them again only if I could track the shipment tightly or arrange delivery to avoid heat. Overall I’m cautiously satisfied but will be more careful next time.

the rep (name was Ryan) basically decided most cans were still okay, wouldn’t take the dented ones back because the cases had been opened. Which, well, you can’t check without opening. So my options felt limited. I ended up disputing the charge through my card and that got sorted in my favour, so at least the money part was resolved. On the plus side, the food itself is fine — my dog eats it right up and the recipes suit him — so the product works. But the packing or the warehouse handling seems sloppy and the customer interaction left something to be desired. I won’t reorder from them, not after this. I did try a different vendor afterward and got five cases with only a couple of tiny dents, so it’s clearly avoidable. In short: product okay, handling not, customer service uneven. If they fixed packaging and were more flexible on returns, I’d consider them again.