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
Dog food went up $35.00 per bag in a week.
By Pat S.
Response from Petflow· Nov 12, 2025
We understand how frustrating this increase feels. Rising manufacturing and supplier costs have unfortunately led to higher pricing on some products. We know this isn’t ideal and are continuing to look for ways to make shopping with us more affordable while maintaining quality and reliable service.
They've made it easy to never run out of food. This product is difficult to find in my area and the reminder emails keep me on track.
By Pat M.
Response from Petflow· Jul 22, 2026
Never running out of a hard to find product and staying on track with reminder emails is exactly what we are here for! We are so glad we have been able to be a reliable source for you. Thank you for choosing Petflow!
Not a fan of the new website. Too many work around or not available for self service. I am holding out that is a work in progress. I’ll never spend money with competition due to thier practices with small animals and fish. I’m a Petflow lifer just rolling with the punches.
By AMY S.
Response from Petflow· Jul 22, 2026
We really appreciate your patience and loyalty through the transition! We hear you on the website and the self-service limitations, and that feedback is valuable as we continue to make improvements. We are so glad you are sticking with us and we will keep working to make the experience better for you. Thank you for being a Petflow lifer!
Timely delivery even when I’ve changed how often. Carry the product my cat likes and in the best size for just one cat.
By BETTE B.
Response from Petflow· Jul 22, 2026
Flexible scheduling, the right product, and the right size for your cat. We love getting all the details right! Thank you for the kind words and for choosing Petflow.
i’m very disappointed with the company . It has been a challenge using the subscription and now they have changed the policy. I had a bad experience with some bugs in food awhile ago, and the customer service was nice and said they would give me a discount permanently going forward, but now that has been taken away so the prices are too expensive for me to continue using petflows subscription service .
By GES
Response from Petflow· Nov 12, 2025
We’re truly sorry for your disappointment and understand how frustrating these changes have been. Cost increases have affected both product pricing and discount structures, and we’re actively working to improve our site and overall experience to make things easier and more rewarding moving forward. We value your feedback and appreciate the time you’ve spent sharing your thoughts with us.
My autoship order went from $24 to $63 for the same product. Tried cancel the order while it was "processing". I was then told that it was too late because it shipped already. Now there are no refunds, all sales final (this is also an updated policy because I was able to return cat food previously when I auto-shipped kitten food that I no longer needed). So it looks like the new method was a last ditch effort to save the company. Double product prices, raise the shipping costs, and then say no refunds. I chatted with a service rep that could do absolutely nothing other than apologize. I have to say this was the worst experience I have ever had with an ecommerce store. I would advise others to look elsewhere. They do not care about their long-time customers.
By Frank
Response from Petflow· Jul 22, 2026
We are truly sorry for this experience and we completely understand your frustration. Seeing a significant price increase on an order that had already processed, and then feeling like there was nothing we could do to help, is not the experience any pet parent deserves. Like many businesses, we have faced rising operating costs and have had to make difficult decisions around pricing and policies. We recognize that does not make the situation any less frustrating, especially for a long-time customer. We are sorry our team was not able to offer more in that moment, and we will be sharing your feedback with our team. We are sorry we were not able to do better by you.
I would love to give 5 stars and I would like give 1 star. The last autoship of my dog food was a bit of a disaster. Petflow uses fedex and that shipping company is the worst about how they handle packages. That being said, my bag showed up busted in 2 small areas due to handling. I did not realize this until almost a week after delivery because I did not need to open it right away. When I did open the box, I saw ants all over the bag. I keep my dog food in the house, so the ants were now all over my laundry room. I called customer service immediately. A "gentleman" answered and I began to tell him my issue. He was incredibly condescending to me. He cut me off a couple of times during the conversation just to tell me that the only way to resolve my problem was to send pictures along with my complaint via email and that it would be reviewed, and that no matter what, it would take another week to get a new bag. He said it was too late to get a bag shipped that day (3:00 Friday) and that it wouldn't ship until Monday. Offered no other solution and dismissed me, then hung up. I called right back. This time a nice woman answered the phone. I told her what happened and she was super apologetic. She reviewed the picture that I sent while I was on the phone and agreed that the bag was damaged and needed to be replaced. She also stated that they could absolutely get a new bag shipped out that day and that it would likely get to me by Monday or Tuesday. We discussed the issue with fed ex and the person I spoke with prior. She then came up with a better solution. She said that if Amazon could get it delivered sooner, then I should order there and then she would refund the amount I paid for the bag I ordered from petflow. That was what I did. I got my bag the next day, in perfect condition, better packaging and zero hassle (and the same price). After consideration, I've decided to discontinue my autoship at petflow and will be moving over to Amazon. I would like to stay with petflow, as I love to support small businesses and other than the rudeness of the first CS rep, I have always recieved great customer service. But I can't take the risk of my order to come damaged and unusable due to the shipping company they have chosen to do business with any longer. By the way, fedex has damaged several boxes along the way and each time I pray that my items are intact. So.... the 1 star would be for the first rep and fedex. The 5 star is for the 2nd rep that worked with me to come up with a solution that satisfied the problem. Sorry petflow, I wish you all the best.
By SHARON B.
Response from Petflow· Nov 12, 2025
We’re truly sorry to hear about the frustration you experienced with your recent auto-ship order. It’s never our intention for anyone to have a negative interaction, and we completely understand how disappointing this must have been, especially after the issue with the damaged food and the inconsistent support you received. We’re glad to hear that one of our representatives was able to help resolve things, but we also recognize how important consistency and care are across every interaction. We’ve shared your feedback with our shipping and customer service teams so we can continue improving both our processes and partnerships. We appreciate the time you took to share such detailed feedback, and we wish you and your pets all the best.
Easy online service and accurate order fulfilment.
By K.P. B.
Response from Petflow· Jul 22, 2026
Easy service and accurate fulfillment every time is exactly what we aim for! Thank you for the kind words and for choosing Petflow.
