Pet Flow

Review: I ordered some dog chews and was supposed to be delivered on the [redacted] of Dec. Today is the [redacted]. So far is all the company tells me, is they shipped the pkg out and there is nothing that they can do because fedex cant find the pkg. So instead of trying to make me a happy 1st time customer, they are just saying everyday that it is up to fedex. Well, when I call fedex, they haven't been able to find the pkg and once they said it was on a truck that was contaminated. They always say they will call me back. I have never heard back. Yes I call them once a day. One time I even held for over an hour to speak to someone. So today again the man said that he called fedex and they will redeliver my pkg? Um hello, I haven't received it yet. Duh!!!! Also, if the pkg is contaminated...why would I want it???Desired Settlement: Give me back my money and deliver my pkg. Quit lying to me that there isn't anything the company can do. Send me a replacement with another carrier immediately. This is crazy. My order is: [redacted]

Business

Response:

We reached out to the customer to inform them that a replacement order has already been sent.

Consumer

Response:

To bad it took me to file to get them to send a package out to me! Horrible horrible service!!

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 started buying my Orijen dog food through Petflow.com because when I first contacted them to place the original order I was told they offer and participate in the Orijen frequent buyer program (buy 12 bags in a 24 month period and get the 13th bag for free).

PROGRAM DETAILS STRAIGHT FROM THE ORIGEN WEBSITE- [redacted].

For this reason I was purchasing all of my dog food through PetFlow because they told me they were able to keep track and hhonor this program. When I called to reorder my fourth and fifth bag, I made sure to mention this program to the customer service rep and he said they are no longer participating in this program. The customer service rep could give me any real reasoning nor was I ever contacted or made aware of this change. I feel as if I was misled from this company since they assured me from the start that they participated in the program. If I would have known this from the start I would have purchased everything from a participating dealer that stands by their word.Desired Settlement: Honor the program you origanally commited to.

Business

Response:

We certainly understand the frustration here, and we apologize for the poor experience. We will be more than happy to continue to honor the free bag for you through this set of qualifying orders. We will reach out to you to square away!

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 ordered an "In Stock" pet feeder on 5/**/2015 and I received an email stating that it was on back order. When the item arrived, it was not the item pictured. When I email customer service, I was told they could refund my money, but I would be charged shipping. How con someone be charged return shipping on something that was not correctly shipped? I have pictures of the item on their website and the item I was shipped. I also have all emails to and from customer service.Desired Settlement: I should not be charged return shipping on this item I was shipped, because it was not the item I ordered. I want a refund without being charged return shipping, restocking fees, or any other fees!

Business

Response:

[redacted], we're so sorry for the mixup and subsequent lack of appropriate service you received. We will be issuing a full refund for you, and you will not be charged any return shipping fees.

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,

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. "[redacted]" 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 prices, but good service. Pet flow cost me more $ than would have ever saved.