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Reviews Pet Flow

Pet Flow Reviews (24)

Review: I had placed a order with Pet flow on 8/**/2013 order number [redacted] for a total of 168.84 then on that Friday I received a email stating my items had been shipped and they sent me the shipping number for fed ex so seeing as Monday was a holiday I tracked my package on Tuesday and it stated delivered and left on front porch, that day we here in Fl had a very bad torrential downpour so I went to look outside and I saw nothing there so I called the company and he asked if I was sure it was not there so I went again to look int he pouring rain and nothing was there, I told the gentleman I was disabled and did not appreciate having to go out in the downpour twice to look then he said he was going to contact fed ex and see where my package was well that was 3 days ago and since then I have emailed them daily asking what was going on with this issue and that at this point I just want my money refunded to me. so today her emailed me again telling me he was going to contact fed ex again to find out what is going on , I have asked him several times to just refund my money so I may go buy the dog food at Walmart his name is [redacted] and his last email to me was just now telling me I have to wait 2 business days from the tracer to allow them to find the package I told him I called him on Tuesday and its now Thursday that's 2 business days. I receive SSI and can not afford to let this company take advantage of me according to fed ex they left the package on front step as Pet Flow stated no signature was required.Desired Settlement: I think they need to refund my money back to my debit card and work the issue out with fed ex as they said they ship ground so no signature is required so the package lost is not my fault and now they want me to wait til the package is found which is nuts

Business

Response:

Normally in matters like this, we wait for FedEx to finish conducting a "trace" or search for a missing package. Many times they are able to locate it and re-deliver it to the correct address. Otherwise,if a package can not be located successfully, we either refund the order in full or send out a free replacement (depending on what the customer requests).

Now, for this particular customer, we've decided to go ahead and issue the full refund now, even though we've yet to hear back form FedEx with regards to the results of the trace. The full amount of $168.84 has been refunded to [redacted]'s Visa card ending -[redacted] on our end. As soon as her bank processes that refund on their end, she should have access to those funds again.

We hope that this resolves this matter in full. If you need any more help or information, please feel free to reach out to me or [redacted], our Director of Order Management here at Petflow ([redacted]).

Thanks so much.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I wish to thank them for their response and I think they need to better train their customer service reps on how to deal with customers complaints and not with a just wait for the results of the trace as many people are on fixed incomes .

Sincerely,

Review: Trying to "opt out" of Pet Flow auto ship program is a problem.

Trying to unsubscribe from their Emails is a problem.

In order to do either of these, you must call their customer service number, which no one answers, or you have to wait on hold for an excessive amount of time only to be bullied by a rep trying to get you to stay on board. The experience is humiliating and unreasonable, especially since ALL OTHER SALES AND ORDERING TRANSACTIONS are accessible and manageable via on line, EXCEPT being able to quit this company. It's almost as if they hold you hostage.Desired Settlement: I would like to see the above listed issue with Pet Flow business practices be recitfied right away. At the very least I'd like to be taken off their Email list immediately, WITHOUT having to call customer service and be harassed. Thank you.

Business

Response:

Hi [redacted] - we're terribly sorry for the frustrating experience and we certainly hear your concerns. Calling in shouldn't be a hassle, and we're committing to making our customer's interactions as seamless and delightful an experience as possible. We request that customers call in to cancel their program as it allows us to collect feedback on why the service isn't working out and in turn, make improvements to our service to better fit the needs of our customers. We will make sure that you are removed from any mailing lists right away and you shouldn't receive anything from us going forward. Please don't hesitate to reach out should you need any further assistance!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I am satisfied that they acknowledged my request to remove my Email address from Pet Flow mailing. I cannot report if that has been completed yet. I will know in approximately one week, as I received their company specials via Email quite frequently. I do do not agree with the company's decision not to let consumers quit Pet Flow via Email, or contact customer service via Email. Calling is not convenient as they have claimed due to excessive holding wait times. It is also not convenient to have the agent try to talk you out of your decision. It feels like harassment. However, if Pet Flow feels that this business practice is in their best interest, then they are free to run their business as they choose. That being said, my complaint may be closed, but I would just like it noted that I speak for other customers or previous customers as well, so they should probably take heed. Thank you for your time and effort in trying to build better businesses and protect consumers. [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: This has happened to me twice. I had a recurring subscription for dog food and used their online interface to postpone my scheduled delivery, which was reportedly successful. They sent me the dog food anyway, even though the shipment should have been postponed, and they billed me for it. Since I have since moved, the food went to my old address, and since I postponed the order and it was sent incorrectly, I demanded a full refund. The first time, they took care of the return, as I no longer live at that address, but they refused to refund return shipping costs, despite this being *their* mistake. This happened again recently, and this time, they refused to take care of the return from my old address and refused to refund all but 10% of my money, even though the mistake was on their end. Their excuse was that they emailed me a warning 3 days prior to a shipment that was completely unexpected for me, given that I had just postponed it. I was on vacation and wasn't constantly monitoring my rmail, nor I do I think it's fair to expect busy people who rely on the fact that they have postponed a shipment to constantly be on the lookout for their emails, just in case they mistakenly sent yet another shipment. This is their business practice -- they ignore postponements and ship and bill the customer anyway, so that they can generate income and refuse to refund the customer who did their due diligence and postponed their order.Desired Settlement: Give me all of my money back -- a refund of the return shipping fee for the first mistake on your part AND a full refund, including any return shipping costs, for this most recent mistake on your psrt.

Business

Response:

We are terribly sorry for the poor experience and subsequent support you received from our team. We take full responsibility for the troubles and poor support, and vow to do much better in the future. We have issued a full refund for the order and have applied a credit to your account for the inconvenience.

Review: I placed an order for Fromm Dog food and it was scheduled to arrive on Friday ** September 2013; however, it failed to arrive. Calling the customer service line only resulted in being told that it was in transit, although [redacted] twice told me that they had not ship it...they stated this quite clearly because nothing showed up in their system. I called Petflow back and was told that it might arrive on Monday, three days after it was suppose to arrive. They then told me that I could return it...for a fee. The 49$ that was paid was all there was for dog food and the food that was prepared for them for those three days caused us to have to have negative repercussions with the credit union, as it put us in the negative and this is all due to there failure to honor the shipping time.Desired Settlement: Given the hassle, trouble, nsf fees. The only correct outcome is a refund.

Business

Response:

This order was placed on the afternoon of of September **, 2013 and was set to ship on September **, 2013. The order did ship on time, and arrived on September [redacted], 3 business days after it shipped and within our expected transit time of 2-3 business days from the time it leaves our facility. Nothing on this order was outside of our standard delivery process or timelines.

Review: a year ago I purchased cats food for them and wasnt impressed. I decided not to continue purchasing from them. I tried to cancel autoship using their site but the site doesnt allow cancelling future shipments. so I called. they assured autoship is cancelled. I forgot about that until 6 months later when I received a notification that they are preparing a shimpent of the cats food to ship to me. I emailed to them that I thought it was cancelled. and I decided to cancel my credit card so that they cant continue charging me because at this point I realized that no matter how many times I call to cancel autoship it will not be enough. they tried to charge the card but card didnt accept the charge so they didnt have a choice and didnt ship anything. they just sent me an email that the charge was denied and they will not ship. 3 months later, I receive with no warning about the shipment an email that they tried to charge my account but unsuccessfully. I was about to call and again try to resolve that when all of a sudden the following day I receive another email that the shipment was sent to me, I emailed right that moment I didn't authorize that. I still dont understand how they have convinced my credit card to accept that charge. it was declined a few times prior to that. they replied they can NOT stop the shipment and when I receive it they suggested I DO NOT refuse the order but accept it and then they will send me shipping label and I will be able to send it back/ I did receive the order, its extremely heavy. I dont need it . I want them to take it back and completely refund me. BUT now they are saying we will give you a store credit in a full amount you paid OR a credit card refund minus 10$. I keep explaining that you pushed your product at me without my consent. I tried to cancel your autoship many many times but it just not possible. I want all my money back. and I have to pay someone to lift this huge heavy box, take it back to the post office. and you put me through so much inconvenience like picking it up form the post office, all this time I wrote to them back and force and now I am losing my money on top of that???? please make them refun me in full and they can come and take their box.Desired Settlement: either they should let me keep that and will donate it to the animal shelter or they should send someone to pick it up and refund me in full or refund me in full and pay extra 20$ at least for the person who will help me with the lifting the heavy box from my house to the car and then from the car to the post office. I have problem with my back after I lifted this in the first place.

Business

Response:

Customer had a standing auto-delivery shipment that was never canceled, and received an upcoming notification 7 days prior to the order in question shipping out. Customer did not make or request any changes or cancellations, and the order shipped as scheduled. Per our published returns policy, return is subject to return shipping fee. We will issue a pickup through our carrier to avoid the return hassle, but the return is still subject to our return shipping fee outlined in our policy.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I tried to cancel autoship. They admitted in one of their emails that they cancelled it but for some reason the autoship was cancelled for one time and then it was reijstated. Thats why the shipment didnt go out 3 months ago. Their web site is not designed properly letting people like me cancelling their program. As a resuly not interested customers have to call to resolve that. I did call a long while ago- right after the first shipment to makse sure its the last one. They have a record of my call. They on the phone admitted they dont have a confirmation for me that it was cancelled but assured inwill not get any shipments from them. I didnt trust them so I cancelled my credit card .I have a proof that tiis time they tried to charge my old account and email came to me it was unsuccesful. Thats the only email I received. Another emai next time said they were succesfully able to charge me and the shipment on its way. I contacted them right that minute but they said oopps its too late. I dont care what their return policy is. I tried many times cancel autoship.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

This order has been refunded in full, and the autoship has been canceled. Please donate the product to a local shelter or humane society.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have a "subscription" to receive pet food from Petflow. I am unhappy with the quality of the merchandise (dented cans) and want to cancel my subscription. I go online to cancel my subscription, hit the "cancel subscription" button and receive a pop-up that says, " to cancel your subscription, call [redacted]. I call the number, there is a recording: to become a fan, press one, etc. All about liking their [redacted] page. You have to press one or two (being a fan and liking the company) and nothing about cancelling a subscription. I did not press one, nor two, and assumed I would be connected with the next available person, but after a moment a different message again about becoming a fan on [redacted] and pressing one or two. Again, I pressed neither and the call was dropped with the "beep-beep-beep" sounds of a dropped call. Lousy customer service, lousy web presence and I want nothing further to do with this company and now feel trapped by my "subscription." I attempted to cancel the items in the subscription but they have a failsafe from doing that; it doesn't permit you to cancel all the items, and you can't have less than $15.00 in your subscription cart. So I called a different number, got the same message about pressing one or two to become a fan, and then at the end of this message, "If you want to cancel your subscription, please send an email to, "[redacted]". I have done that, but am quite concerned that their customer service is so poor that there may not be any action on their part.Desired Settlement: I want my subscription to be cancelled so that I may never deal with this company again.

Business

Response:

We have canceled this program and have sent confirmation. We will also be reaching out to the customer to confirm.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I have used petflow for over a year for delivery of 6 to 8 bags of dog food a month. There delivery Sevice has gotten less and less reliable. On the is last occasion they said it had shipped on the [redacted] when I called on the [redacted] they said it had shipped on the [redacted] and would arrive on the [redacted]. It did not and so I called again and now they are saying the [redacted]. They have caused me to drive 20 miles to pick up food twice.

Review: I have done business for over a year with Pet Flow for prescription dog food and had no problem until this last order. I placed an order on 09/**/2015. Usually I got my dog food in a few days, no issues. I called on the [redacted] trying to track my order. Was by customer service, it was being checked and I would receive an email with status. Heard nothing so called again that day, was told the same thing. Today is Monday the [redacted], I called in the AM, spoke with Rachel asking where my order was, again was told it hadn't shipped and she would check into it and call me back. Received no information so I called again, late afternoon and Rachel had left so spoke with a guy who told me they would check into it and there was no supervisor available. This has been very frustrating for me because was promised a return phone call and/or email but heard nothing. Meanwhile I am out of the dog food.Desired Settlement: Would like to get my order within the next day or so but disappointed in the way it was handled by their customer service group. If they had at least returned the call or email, I would have not been so upset, plus leaving me with no dog food for my pets.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On July**, 2014 I called Petflow because they had food for my cat. This food needed to be prescribed by my vet and and I had a 30% coupon for petflow. According to their site, I had to sign up for the automatic shipment which I did. Soon after I received the confirmation e-mail I called and talked to a representative, [redacted], to cancel the order. She stated that I had to wait 5 business days until I could do so. I called back July[redacted], and speaking again with [redacted], asked to cancel the program. I explained that the 8 bags of cat food would be plenty for a long time and I would rather order as I need than have automatic shipments. She said it would not be a problem and that as of July[redacted], the automatic shipment was canceled.

On November[redacted], 2014, [redacted] I received another shipment of cat food. I immediately called Petflow and spoke with representative [redacted]. I explained to her that I had canceled my shipment renewal and did not authorize this purchase. She explained that they had sent out two e-mails that if I had canceled when I received them, I could have canceled at that time but now it was too late. I told her that because of all the e-mails they kept sending me and that unsubscribing wasn't working, I had forward their e-mails to a spam folder. She also told me that the food was prescription and they could not take it back. I informed her that the food was simply a diet food and contained no drugs, and that they are still in the boxes they came in. She said there was nothing she could do. I asked to speak with a manager or supervisor and was told there was not one available until later that night. I asked to be called by a supervisor or manager and left a message.

Later that night at [redacted] I received a phone call from supervisor [redacted]. I informed him of the situation and he told me the same thing I had been told by [redacted]. I explained that I had canceled back July [redacted] and had even made the call on July [redacted] to cancel. He said he did not see that in the notes only that I had changed dates for the automatic shipping. I explained to him that was not the case and this was an error on their part. He said he was not able to refund me the amount only $40 and give me 40% on future orders. I told him that this customer service was unacceptable and that I would not accept his offer. I asked him to go back to his records and recordings and retrieve my previous calls and that I wanted a copy of those calls as well. He informed me he would get back to me by[redacted].

November[redacted], I had not heard back from Petflow at all so I called [redacted] at [redacted]. He informed me that they had a meeting with the other managers and would not be able to grant me a refund. I asked about the recorded calls and he said that they did not keep calls for that long and that they would only go by what was in their notes. I told him Petflow should have policies put in place to protect their customers in situations like this. The phone calls were made this year! They make it so you have to call and cancel yet they dont even keep the calls! I again told him that was unacceptable that they weren't even going to investigate it. I also informed him that on other review sites, other customers were having the same issues and that they had a low rating. He agreed and said they were still willing to refund me $40 (out of the $471 they charged to my account) and the recurring 40% off. I told him again that I did not authorize this, and I had canceled. He said there was nothing further they were willing to do. They would not accept the boxes back and that I could donate the food. I told him that I would do so however, I did cancel the order and that now I have to go out of my way to get this situated. I should not have been charged in the first place as I did call and cancel. I also asked for a copy of all notes from my file. [redacted] did send them that night. I was enraged at how little information was in those notes and the notes from my first two calls weren't even accurate!Desired Settlement: I want a complete refund of the $471.92.

Business

Response:

We understand the inconvenience this has caused and sincerely apologize for the confusion on the status of your active shipping schedule. We are setting up a cost-free return for this order, and you will be refunded in full as soon as those products have arrived back at our facility.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I talked with [redacted] at Petflow about the food because they had told us to donate the bags of food as they could not accept a return of prescription pet food. [redacted] has confirmed that that is the case and we do not need to return the food. Thank you for your help in this matter.

Sincerely,

Review: I'm about to go postal on Petflow.com. I've been emailing back and forth since August ** with them. I paid $76.66 for dog food and have not received anything. Let me recap what has been going on with this order:

1) Somehow an order went through although they didn't have an updated credit card. I was told the order "rolled through" whatever that means.

2) The order that was charged to my account, without my permission, went to the wrong address, as I have recently moved.

3) I complained that an order went through without your having my updated bank information and was told "well we sent you an email, you should have known an order was going to go through" to which I responded "I didn't see the email, I was on vacation."

4) I was then told that the order was en route to my old address, but as soon as possible the order would be rerouted to my new address.

5) The food was delivered to my old address.

6) I was told that a new order would be shipped out to my new address immediately, as soon as I update my credit card info.

7) I updated my credit card info, under duress, in hopes that I'd finally get what I'd paid for.

8) Now I'm being told I have to reorder..Desired Settlement: Either I want the dog food I paid for or I want a refund.

Business

Response:

Replacement order has shipped out to the proper address, and we have refunded the charges in full for this order. We recognize this was a poor experience with multiple misteps and miscommunications, and strive to do better in the future.

I purchased one item from this company and I am getting way too many email advertisements. I have requested for them to remove my name from their email list but they do not do it. They keep telling me it will be removed but to no avail.

Review: I placed an online order with Petflow , order ##[redacted], on Jan [redacted]. Ten days later I got a tracking notice saying my packaged had arrived -- at the wrong address! I sent an email and got a reply from [redacted] saying that there is nothing she can do because it was sent out. I enclosed a copy of a screen shot showing that I had correctly entered entered my shipping address. They didn't seem to care, basically they blamed me. I then called and the woman on the phone was very nice, but she had to talk to her [redacted]. He told me to just "drive 30 miles to the wrong address and ask the people for my stuff." Are you kidding me? He also said there is nothing they will do about it and I am out of the supply and the money. They ripped me off! I want my money back or the product, either one.Desired Settlement: I want money back or to have the products sent to the correct address.

Business

Response:

We're sorry for the inconvenience and poor experience with this shipment. We have issued a pickup of the package at the incorrect address and will have it redelivered via [redacted] to the appropriate delivery address.

Review: I am unable to contact the company either by phone (am on hold and no-one comes to the phone) or by e-mail (e-mails do not go through). The company provided me with a Gift Certificate, because of a pet food recall, with an expiration date of June [redacted], and I am unable to contact them for a product to replace the recalled product and apply my Gift Certificate before it expires. I have been attempting to contact the company for more than a week.Desired Settlement: I would like the company to contact me by phone (###-###-####) and e-mail ([redacted]) and honor the Gift Certificate and provide me with information as to which products replace, or are the equivalent of, the recalled products.

Business

Response:

Hi [redacted] -

Review: I got a couple of products at petflow online for $55.48 around 12/**/15. My complaint is basically petflow refusing to honor refunds as told and delivery of items damaged and failure to provide accomodations for damaged items. The bag of food arrived damaged and food was thrown inside box and bag ripped. I threw away the food but wasted a good amount and did not return bag although I should have done so. But I did return a frontline product that was not the right size for my dog for $38.99. At first petflow wanted to charge me $5 for shipping it back but I refused. I was provided a label and returned the item immediately and they got it on [redacted] but did not provide my refund. I had to call them on [redacted] to ask for a refund. and spoke with Tim and he said at first we will give you $33 dollars but I said why refund is less than what I paid for. Then he said ok we will give you $38.99 what you paid but I end up being refunded only $33.04. Here this business does not only forget to refund your money after you return item almost a week later but refuses to give you your money back and short changes you. Basically a thief! Where other businesses like wag.com are quick with a refund on the spot and sometimes let you keep an item if it was a mistake petflow is low in its class. Also their prices are not competitive and don't see this business going further against many other online retailers. Customer service lying and not providing refunds is a turn off and makes you think that they are hoping you forget about your refund so they keep your money!!! I am asking that petflow refund my rest of my money that is owed to me and also since they tried to keep my money send me a shipping label and will ship their bag of food also back for a refund. I don't want their business!!!Desired Settlement: I want petflow to refund my money what is owed to me and what was promised by Tim on 12/**/2015.

Business

Response:

We're terribly sorry for the lack of service and conflicting information from our team. We will use this as a learning experience to improve. We have issued a full refund for the remaining balance of the order, which should appear in your account in the coming days. Please don't hesitate to let us know if you need any further assistance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I cancelled and did not authorize them to do reoccurring charges to my card back in January. They ignored my cancellation and sent the wrong dog food to my old address I did not live at. I did not receive the wrong dog food that they attempted to send me.Desired Settlement: I would at least like the correct dog food sent to the correct address if they are going to keep the charge.

Business

Response:

Customer has been shipped the correct bag of food, and has been notified.

Review: Petflow.com advertised that when customers order over $50, they get free shipping so I ordered $50 worth of pet supplies. Few days later they re-did the sales receipt and separated the order into 2 shipments. I was charged $4.95 for shipping and undoubtedly I would have to pay another $4.95 to receive the rest of my order. Petflow.com is a very dishonest business.Desired Settlement: I wish to receive a full refund right away including all the shipping fees I was not suppose to pay.

Business

Response:

Hi [redacted],

Thanks for bringing this issue to our attention, and I'm terribly sorry for the poor experience. This was a complete oversight by our Order Management team when adjusting your order for out of stock issues. It seems that when we removed a few of those out of stock products we notified you about, we failed to remove the shipping charge our system automatically applies after the order total falls below $49.

I have gone ahead and refunded the shipping fee that was applied to your charge, in addition to applying $10 worth of credit to your account, which can be used on any order in the future. Once again, our sincere apologies for the inconvenience. If you have any further questions, please reach out to our head of customer service, [redacted]. He'll be glad to help you directly.

Review: I ordered a prescription for my dog on 11/**. The site states "... you'll receive your medications 2 days after the prescriptions are received." I had to mail my prescription in, which I sent in via priority mail and was received on 11/** at [redacted]. I contacted Pet Flow on 11/** at [redacted] regarding the status of my order as I had not received it. They promised to look into it and call me back in an hour or two. I asked that if it was not shipped that I need to cancel my order as my dog needs the medication starting 11/**. Three hours later, my credit card was charged (they do not charge until they fulfill the order) and five minutes later the rep sent me an email (instead of calling, as promised) that it had been shipped and provided me a tracking number that was not recognized yet by [redacted]. I sent an email asking to cancel. No response. I called and finally received a supervisor (two calls, 45 mins later) who told me there was nothing they could do and to "stop being so emotional". My dog needs her anti-inflammatory to get out of bed in the morning... of course I'm going to be emotional (ever see your best friend in pain before!?). He stated it would be sent from either [redacted] or ** and will be there by 11/**. I just checked the tracking number. The shipping date is 11/** at [redacted] and is not scheduled to be delivered until 12/*... 11 days after the prescription was received and not the 2 days as promised by your website. In fact, it was shipped out of [redacted] and not [redacted] or [redacted] as promised. He was extremely rude, disrespectful to me and my pup, ignorant, extremely unethical, and boldly lied to me. He also refused to give me his name so that I could provide it for the record. I've since had to have the prescription filled by my veterinarian.Desired Settlement: Refund my credit card since I do not need this medication that I tried to cancel, multiple times, after it was supposed to have been delivered and before it was even shipped. I already have her prescription filled. I also expect to be refunded the $5.75 cost for shipping the prescription Priority Mail.

Business

Response:

We take full responsibility for the misleading expected delivery time posted on the [redacted] website and are addressing immediately. We are addressing how this situation was handled internally, and sincerely apologize for the mishandling. As a courtesy for this inconvenience, we have refunded the order in full and do hope that any future ordering experiences are much more smooth than this one.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I still have not received the refund for the purchase, six days after they stated they would.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

A full refund of this order was processed and should be completed by the customer's bank at this point.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and after exhaustive efforts at getting the business to owner the problem they caused find that this resolution is somewhat satisfactory to me and the matter has been resolved.

Sincerely,

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.

Review: This is an entirely untrustworthy organization. I ordered two cases of Royal Canin wet canned Rx foods. I submitted my vet's numbers for verification. I waited a week and when no product had been received, I called. I spoke with "Terry" who tried to verbally danced about everything ("I don't exactly have a supervisor available"). Terry claimed that the vet had been contacted the day after the order but that the vet refused to approve it. Terry admitted that no one at Pet Flow had contacted me to inform me of the supposed refusal. Terry then hung up when I insisted on speaking with a supervisor. I then spoke with "Waxy" who confirmed all that Terry had said, agreed that the order had been mishandled and promised that Pet Flow would call the vet, get approval, and ship the items on Monday Oct [redacted] without additional charge. She promised that she would send me the tracking number. We called the vet, whose office recalled the detailings a week earlier with Pet Flow's "source" because of the multiple times they had to fax the same Rx info.

PetFlow now claims that the order was cancelled a week ago, they admit they have no idea who cancelled the order, but they feel they have no responsibility whatever. This dog's life depends on this outrageously high-priced Rx pet food. Pet-Flow wasted a week of my pet's time and has told inconsistent and weird reasons for not shipping the Rx pet food that the vet repeatedly authorized.Desired Settlement: I want the business to (1) acknowledge that the way my order was handled was unprofessional and unfair to my pet, (2) take adequate steps to ensure that future customers will be notified IMMEDIATELY should PetFlow decide to cancel their order, (3) refund ALL sums I paid, and (4) destroy all credit card and/or [redacted] information obtained.

Business

Response:

We're terribly sorry for the frustrating experience with this order, and admit that we could have done a better job in squaring this issue away for you. Anytime an order is canceled, a notification will be sent immediately with an explanation (if available from your vet) with why the order was not able to be fulfilled. You were not charged for this order, and your payment information has been removed from your account. We know we can do better than your experience, and we will do better going forward. Please don't hesitate to contact us if you have any further questions or need any further assistance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

PetFlow called me and persisted in blaming the [redacted], claiming that the vet did not approve the Rx pet food ordered. The Vet and his staff recall dealing with PetFlow's "source" and state that an approval was in fact twice faxed as requested. PetFlow has not explained why I was never notified of the alleged refusal that it now claims. PetFlow has not explained why, if this was really all just some inexplicable misunderstanding, it did not honor the resolution agreed to by its representative "Waxy."In sort, PetFlow's Revdex.com history is full of "oh, we're sorry" messages but it continues to treat it customers in unacceptable ways and has offered no meaningful assurance that it has changed its unacceptable business practices.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Delivery was canceled and they will not refund money until package is returned, yet it is not here and they are claiming that a shipping label is to be placed, but they never sent one . . . then CSD states, well we can't do anything till it is returned now Ì am responsible for returning an item to Fedex and have to wait till return is made and confirmed so that I can get my refund. Inconvenience and deception.Desired Settlement: I want my money back and Petflow to come and get package

Business

Response:

This order is being returned to PetFlow and has been refunded in full.

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Description: PET SUPPLIES & FOODS-RETAIL, ONLINE RETAILER

Address: 330 Lynnway, Lynn, Massachusetts, United States, 01901-1706

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