"Online order on 5/29. Three 30lb bags of dog food.
Checked on the 30th & was concerned that it indicated "processing" for my order still. I phoned & was told the issue was only 2 of my 3 bag order were available (they didn't contact me), so I approved my order to be modified to 2 bags as I needed the food to be shipped. Was told the order would now clear.
Checked online again on 6/1...order still showed "processing". I called again. Was told the order was moving to be shipped and once the two bags left the warehouse it would reflect as "ordered" and I would be notified via email in no longer than 24 hours.
Waited on June 2nd.
Checked again online June 3rd....order still showed "processing" so I called again. In this phone call I was told they'd CANCELLED my order as they don't have the product in stock and are discontinuing carrying it. What?!? I wasn't contacted. No dog food for us. 8 hours later the order still reflects "processing" and I've not been notified. Had I not stalked the order & called them repeatedly I would have no idea. Never again."

"I signed up for autoship of a specialty cat food prescribed by my vet. Typically, I would get a 2 emails the same day, the first notifying me that an order was ready to be shipped, the second advising me that it had shipped. This timing didn't give me much chance to stop or change a shipment, but wasn't a problem until my vet decided to take my cat off this food a few weeks ago. That very same day I went to the website and cancelled my autoship subscription. And then today I got the two emails. By the time I was able to call, I was told they 1) had no record of my cancellation and 2) could not (or would not) stop the shipment nor arrange for it to be picked up by Fed Ex and returned. But they helpfully added that I could call Fed Ex myself and kept offering me the tracking number, which I already had, thanks. Since the whole thing was their mistake, I found this response unacceptable and asked to speak to a supervisor. Of course, no one was available. I made sure my auto ship was cancelled going forward and ended the call, then called Fed Ex, which was able to stop the shipment and return it to PetDirect, since it hadn't left the originating Fed Ex facility yet. (Yay for Fed Ex!) There's no reason why PetDirect couldn't have done this to correct an error they made, but they obviously just hope the customer will be worn down and accept the shipment. And I suspect the failure of the website to properly process cancellations is more than accidental. Hopefully, PetDirect won't charge my credit card and I won't have to fight that battle, but we'll see. I'm moving my business to Chewy.com now."

"Ordered 3 times, twice had shipping problems. This last time first shipment was damaged. Replacement only had 3 out of 5 of what I ordered. They said they would issue refund on the rest but instead they decided to ship the 4th item and I never received the refund for the 5th item. The order was placed 3 weeks ago."

"I have purchased twice now and was nervous as I don't like to order foods on-line; first order of 12 cans, wonderful! No problem; Shipping prices - who cares! Pay whatever you need to! However, Second order - ten cases - 120 cans of special dietary Iams cat food. The shipment wasn't available and had to come from "their other warehouse." 25% of them arrived dented. Yes, I went through all 120 can. I set 27 cans aside to return.

I was told when I phoned that because I had opened the case they could not accept the return; however, when the agent checked with manager, I was told if I sent pictures of the dented cans, they would ship out replacement product! "

"I used to order here regularly as they always had the best pricing for small animal bedding and free shipping for minimum orders. Best case scenario ever. Have been using different site for the past year because of better pricing. Today I decided to check Petfooddirect out again and was surprised to see really good pricing, so I placed order only to find at check out that the shipping cost was almost $50. For bedding. $50 in shipping, for bedding. The free shipping coupon is available but not applicable to small animal bedding orders, among other things. Someone at this company is on some kind of crack if they think anyone is going to pay $50 in shipping costs. I'd rather pay more for the product and have free shipping with another company. I'd rather drive to a pet store and pay more for the product and have it my hands immediately, rather than pay the shipping costs that petfooddirect is offering."

"I bought some pet food and the quality is good. But I had to name it before I purchased."

"I was looking for a ship to home plan for Eukanuba Labrador Retriever 30 Lb dry. I have a pack and to get the food at a regular time delivered is far easier and should be cheaper. However, after my first order which was supposed to lock in the price, PetFoodDirect raised their price $13.70 in four weeks (25.42% increase). I contacted them and was told that their prices vary. This was not what was presented at the time of the auto ship enrollment and it was the only reason I went with auto ship option. I am cancelling my account with them and will never do business with this dishonest company ever again. STAY AWAY!!!!!!!!!"

"this is the worst company at communication and there theifs to. waiting 2 weeks for rx dog food and they email on the day i run out saying its out of stock and still charge me 80 dollars and deny taking it i hope this company goes out of business. makes me sick thanks petfooddirect my dog may die because of you "

"I was on Petfood Directs auto reship. I was scheduled for a reship on August 7. Today is August 16. I have not received my order. Their free shipping is not available to dog food orders. After reviewing all other reviews (all 1) I decided to cancel my current and future orders."

"first couple orders went smooth. Then, I was almost out of food. Ordered, expecting to receive in a few days as the past orders. A week goes my, no food. Check my order online, there is a banner explaining because of a warehouse change, they are behind "a couple days" on orders, with a promise of a surprise to make up for the delay. I called after 10 days without delivery and was told it would take another 3-4 days. I told them I needed to food then, so cancel the order. I had to purchase elsewhere. I was told they would send the cancellation to the warehouse. Well, I went out and purchased the food elsewhere, only to get deliveries of the order from PFD........even though I had cancelled the order. Terrible customer service. When you cancel an order, it should be canceled. Not them, they feel entitled. The credit card company was willing to help me dispute the charge, but then I would have to pay for returning all this food. They just lost me as a customer. oh, by the way, there was no "surprise" included with any of the packages for any offer to make up for their delays."

"I had placed small orders with them before and had no problems, but my luck ran out with a large bulky order of pet bedding. First, they sent me 1 bag instead of 8. And then 5 of the 7 replacement bags that arrived were defective (horrible chemical smell, making product unusable). Their return policy on defective items is to give a full refund for the product, BUT NOT THE COST TO SHIP IT BACK TO THEM. That means I am out big money for nothing but aggravation.
UPDATE --I finally got reimbursed for the defective bags plus cost of shipping (October 2016) but only after I reported the incident to the Better Business Bureau. Fortunately, the merchant was a member."

"I will never order from these people again!! Delivery time is TERRIBLE. 3-4 to ship and then 7-10 days to receive. Costs for shipping jacked up about 30% above PFD's costs.

Thieves!!!!"

"Never order from them!
Phoned in to send prescription, emailed it in for diet cat food. They ignored and contacted my vet for one ( extra charge for me!) . They ignored my emails. Talked to Dennis, Janel, and several others including supervisor Kate. Still waiting to hear back from her.
Five weeks and still have not received cat food. Do not order from them!"

"What a scam!
If you choose autoship you loose your free shipping!
I buy way more than enough to qualify for free shipping always and anywhere I purchase, I have three German Shepherds...
Bottom feeders..... "

"I had a horrible experience with PetFoodDirect today. I was signed up on an automatic refill of dog food for my Ridgeback, who I had to put down unexpectedly just 7 days ago. I completely forgot about the auto-refill as I have been absolutely devastated about the loss, and it was the farthest thing from my mind. At any rate - I received an email at 3am this morning notifying me the order was processing. I called PetFoodDirect at 7am about cancelling the order. They said they could not cancel it, and suggested I call Royal Canin directly (the company from which the food was shipping). I did so, and Royal Canin said I needed to have one of the employees at PetFoodDirect email them to cancel the order. I called PetFoodDirect back to give them the email address & was told by a very snarky guy that "in the 3 years (he) has worked there he never heard of an order being cancelled once it was processed, and the he would send the email, but knew it was not going to work." I asked him what I was supposed to do and he could not have been less helpful.

I am absolutely appalled by the lack of concern, or lack of assistance from this company. In my current state of grief - this really was the last thing I needed, and words cannot express how deflated I feel after my encounter with this distasteful company. "