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Thread: Petflow experience

  1. #1
    Wrinkle Wiper pcchenard's Avatar
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    Default Petflow experience

    I don't know if this is appropriate for the forum, but I think I need to share this experience so that others are aware.

    I ordered Fromm dog food from Petflow on auto ship and received two shipments. They both came within 3 days, which was awesome. However, what wasn't awesome was that the second bag was punctured with a hole about the size of a finger tip. There was absolutely no damage to the box that the food was shipped in so I know the bag was punctured prior to being boxed up for shipping. I contacted Petflow and they assured me that due to their double bag check process there was no possible way that the bag was punctured before shipment and that it had to happen during shipping. I contacted them again to once again tell them that there was no damage to the box so that was not possible. After 3 days they never responded to this communication so I contacted them again and once again they did not respond.

    Giving them the benefit of the doubt I decided to let it go. We'll, I received the food about a week ago and just opened it. And guess what....it is all dried up which means that the hole had been in the bag for months. So now I'm stuck with this crappy food and I'm out $64.

    Since they stopped communications with me they obviously don't care so I have canceled my auto ship with them and will be keeping my business local. I will pay a little bit more for the food but at least I will know I'm getting food in undamaged bags and I will be supporting my local economy.

    Buyer beware.

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  2. #2
    BullyWood Movie Star I am an EBN Reporter
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    Biogirl71's Avatar
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    Default Re: Petflow experience

    I am so sorry you had such a bad experience with them. That is unfortunate and not very good customer service. I have been lucky and haven't had any issues with them. Could you take pictures and try to send them some as proof?
    Happiness is a warm bulldog!

  3. #3
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    Default Re: Petflow experience

    Oh man, that really stinks!!! I have yet to have a bad experience w/them… did you ask to speak to a manager, or did they just refuse to speak to you period?!!

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    Default Re: Petflow experience

    Wow I'm very sorry to hear this, I've been using them a few years now and never had any problems.


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  5. #5
    Wrinkle Wiper pcchenard's Avatar
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    Default Re: Petflow experience

    Quote Originally Posted by Biogirl71 View Post
    I am so sorry you had such a bad experience with them. That is unfortunate and not very good customer service. I have been lucky and haven't had any issues with them. Could you take pictures and try to send them some as proof?
    I did send them pictures in my first communication.

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  6. #6
    Wrinkle Wiper pcchenard's Avatar
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    Default Re: Petflow experience

    Quote Originally Posted by ddnene View Post
    Oh man, that really stinks!!! I have yet to have a bad experience w/them… did you ask to speak to a manager, or did they just refuse to speak to you period?!!
    My communications were via email, until I was required to call to canceled my auto ship program. They asked why I was canceling so I told them. They apologized and did offer me a small $6 discount my next order for this auto ship program (I probably should have mentioned this in my first post), which I declined and she canceled my program.

    So they did offer the discount as a way of rectifying the situation, but that wasn't enough to cover the damaged food and also wouldn't fix the problem of having a bag of damaged food so I didn't really consider it as acceptable.

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  7. #7
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    Default Re: Petflow experience

    Quote Originally Posted by pcchenard View Post
    I did send them pictures in my first communication.

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    Pete

    Dispute the sale with your credit card issuer (bank). Code the dispute as product not as described. You have attempted to resolve the issue with PetFlow and because they are not willing to refund you, you have a valid dispute and should not have to pay for the food that was damaged by the hole in the bag.
    My sunshine doesn’t come from the skies,
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  8. #8
    Wrinkle Wiper pcchenard's Avatar
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    Default Re: Petflow experience

    I would also like to say that my experience is most likely an anomaly, but I thought it was worth mentioning.

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    Bruno the Bulldog - Rest in peace old buddy.
    July 1996 - December 2007

  9. #9
    Wrinkle Wiper pcchenard's Avatar
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    Default Re: Petflow experience

    Quote Originally Posted by Bulldozersma View Post
    Pete

    Dispute the sale with your credit card issuer (bank). Code the dispute as product not as described. You have attempted to resolve the issue with PetFlow and because they are not willing to refund you, you have a valid dispute and should not have to pay for the food that was damaged by the hole in the bag.
    That is a great idea. Thanks for the suggestion.

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    Bruno the Bulldog - Rest in peace old buddy.
    July 1996 - December 2007

  10. #10
    BullyWood Movie Star I am an EBN Reporter
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    Default Re: Petflow experience

    Well, that is just poor customer service. And while it does seem to be outside the norm, it is worth mentioning in case it happens again. It is still a business and I know that a lot of members use them regularly, myself included. It is too bad that they didn't seem to want to fix your issue and it caused them to lose an account.
    Happiness is a warm bulldog!

  11. #11
    Wrinkle Wiper pcchenard's Avatar
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    Default Re: Petflow experience

    Quote Originally Posted by Biogirl71 View Post
    Well, that is just poor customer service. And while it does seem to be outside the norm, it is worth mentioning in case it happens again. It is still a business and I know that a lot of members use them regularly, myself included. It is too bad that they didn't seem to want to fix your issue and it caused them to lose an account.
    Exactly. I was even willing to pay for the shipping to send it back if they would send me another bag.

    This experience has also made me decide to buy local and support my local economy...even if it costs me a little bit more money.

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    July 1996 - December 2007

  12. #12
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    Default Re: Petflow experience

    Quote Originally Posted by pcchenard View Post
    That is a great idea. Thanks for the suggestion.

    Sent from my XT907 using Tapatalk
    You are very welcome. I work in the credit card field so if you have any questions, don't hesitate to ask.
    My sunshine doesn’t come from the skies,
    It comes from the love in my dog’s eyes.


    James Hond, My Sunshine



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