Friday, November 6, 2026 · Customer reviews of US businesses
The Fair Hearing score
Excellent
57,206 reviews
PetflowSelect a line to read only those reviews.
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Petflow was founded in 2010 with one thing in mind: to make it easier for pet parents everywhere to get the highest quality foods around at great prices. We carry nearly 150 brands of the finest dog and cat food, treats and more, and ship them directly to your doorstep on a convenient Auto-Ship delivery schedule.Based in Pennsylvania with teams and facilities on both coasts, our talented staff are dedicated to providing our customers with the best service possible. Life is full of challenges, but we think that keeping your pantry stocked with pet food shouldn't be one of them! Keeping pets all across the country happy and healthy is our core mission.
Petflow (petflow.com) has 57,206 customer reviews on The Fair Hearing, with an average rating of 4.5 out of 5.
57,206 approved reviews, newest moderated first
Customer service is great, but I wish website was easier to navigate. Very difficult to get to subscriptions to change schedule only.
By LISA B.
Response from Petflow· Nov 5, 2025
We really appreciate your kind words about our team! Thank you for your feedback about navigating subscriptions, we’re always working to make the website smoother, and input like yours helps us improve.
You ask what you did wrong? You took away the discount for loyal customers that used autoship therefore I'll be looking elsewhere for the dry food I buy. If I have to I'll buy from you until I find one.
By Harold P.
Response from Petflow· Nov 5, 2025
We’re sorry for the frustration caused by the recent change to our loyalty discount. Adjusting discounts is never something we take lightly, but increases in product and shipping costs made it necessary for us to update our pricing structure. We truly value our loyal customers and appreciate your feedback as we look for new ways to bring savings and value to our Petflow family.
PetFlow, shame on you for not making this right! Email to PetFlow: "We just received our delivery to find this dog food was delivered, and not any of our cat treats as ordered below??? We don't even have a dog..." PetFlow: "We've gone ahead and refunded the treats." Email to PetFlow: "We weren't wanting a refund, just want the treats we ordered is all?" PetFlow: "We aren't able to send a replacement of the treats without incurring a shipping fee. Feel free to place a new order for the treats and any other items you may want to get over the free shipping threshold." Email to PetFlow: "That's not exactly fair, considering I ordered all of this together, which then gave me free shipping!" PetFlow: "We know we should be able to provide the missing items, but our system simply doesn't allow it. We, the customer service team, have been pushing to make changes for a better customer service experience, but our hands are currently tied. We understand a mistake in shipping was made, so we refunded the product. We aren't able to send free orders, or waive shipping fees on low-cost orders at this time. We're very sorry for the poor experience here." Email to PetFlow: "I'd like to speak with your supervisor please." PetFlow: Crickets... No response!‼️ Y'all we spent a total of $239.45 on all of the pet food purchased, and this is sent every 5 weeks. You'd think PetFlow would be able to correct their mistake without us having to spend more out of pocket on our end?!‼️
By Very Disappointed in P.
Response from Petflow· Nov 5, 2025
We’re very sorry for the frustration this caused. I did reach out to you directly by email, and a refund for the missing treats has already been processed. Unfortunately, we’re unable to ship small replacement items on their own at this time, which is why a refund was issued instead. We’ve shared your experience with our directors to help improve how we handle situations like this and ensure a better resolution process moving forward. We truly appreciate your feedback and understanding.
We were loyal PetFlow autoship subscribers for years, but the experience has gone steadily downhill over the past year. First, PetFlow changed our autoship discount without notice, blaming their new website for incorrect billing statements and assuring us the discount would be applied manually after each charge. Then, many months later, they removed the autoship discount entirely - again with no notification nor update on the following order. When we caught the change after being overcharged, we immediately contacted support to cancel the order. They refused to cancel, and FedEx confirmed only the shipper could stop the shipment once received. PetFlow again refused, and instead advised us to "contact our bank and dispute the charge." So we did - and ended our long-time relationship with PetFlow. It's disappointing to see a company we trusted for years decline in transparency and customer service, but at least for our dog food, they now charge more than retail for the product, have no autoship discount, and potentially will be charging for shipping as well.
By Fam'o'Doggos
Response from Petflow· Nov 5, 2025
We’re truly sorry to hear about your experience and that we’ve lost you as a long-time customer. We understand how frustrating changes like these can be, especially after years of loyalty. Unfortunately, increased product and shipping costs required us to update our pricing and auto-ship discounts, but we recognize that communication around these changes could have been clearer. We’ve shared your feedback with our leadership team to help improve transparency and ensure a better experience for our customers moving forward. We sincerely appreciate the time you took to share your perspective.
Petflow has fair pricing and excellent customer service. Communication is also great. Their auto-ship service is beyond convenient giving you piece of mind that your furry friends will never run out of their favorite food.
By Tim
Response from Petflow· Nov 5, 2025
This is such a wonderful review, thank you! We’re so happy you find value in our pricing, service, and auto-ship program. It’s great to know we’re helping keep your pets happy and well-fed.
I've been auto-shipping for years. Usually the dog food shows up no problem. A couple of times the shipment was stolen or lost and a replacement shipment was sent. Great great great service!!!!!
By IRENE
Response from Petflow· Nov 5, 2025
Thank you so much for your loyalty and for sharing your experience! We’re thrilled our team was able to help quickly when issues came up. Your trust means the world to us!
Order details indicated that order was delivered and left by the front door. However there was no package left at my address. I also checked my ADT cameras and there was no delivery by FedEx at all
By PATTI S.
Response from Petflow· Nov 5, 2025
We’re very sorry to hear about this delivery issue. Our team has already processed a refund for your order, and we truly apologize for the inconvenience this caused. We know how frustrating it is when a package goes missing, and we’ve shared this with our shipping partners to help prevent similar situations in the future. Thank you for your patience and understanding.
Quick delivery
By RICK L.
Response from Petflow· Nov 5, 2025
We’re so glad your order arrived quickly! Thank you for taking the time to share your feedback, we really appreciate it.
