"This company sucks! It would not allow me to place a order and then I tried calling customer service, I was on hold for more than 10 minutes. While on hold, they closed. I called the very next day to only be told there's nothing they can do because the sale was only for 24 hours and there's no record of my call..of course, there's no record because you closed while I was on hold."
"I have submitted an order for cat food. They assure me, they will deliver it within 3 business days.
It's already 7 days from order date but still waiting for cat foods. "
"Worst ever online place to purchase prescription dog food. I've had autoship with them since the summer and every month there's been an issue receiving my order. They say the vet doesn't fax the paperwork back. I have a pretty reliable vet and I always confirm with the vets office that they sent the paperwork back, yet I continue to get my order extremely late to the point where I have to go out and purchase food at the store until their order arrives. Such a costly inconvenience (and not to mention the horrible customer service). For this last order, the PFD rep told me to call the vet and ask them to fax the paperwork back. Seems as though they should be the ones making the call since they are the ones that faxed the paperwork in the first place. Cut out the middleman (me). I called the vet. They'd faxed the paperwork 2 days prior. I call PFD back... they said they don't have it. This is the story every month. I told her this is becoming more of a headache than it's worth. I was expecting her to ask what they could do to make the experience better. Instead she says she'll go ahead and cancel the order. I told her to make that a permanent cancel and hung up. No more... done... they've just lost my business. Run the other way if you are considering using this company."
"Absolutely horrible company with zero customer service! This is the second time my order has arrived missing an item. Both times I received an email notifying me that the item I ordered was out of stock after the rest of the order had already been delivered, so it was too late to cancel or modify my order. Yet I was still charged shipping based on the weight of the 26 pound bag of dog food that was not delivered. I think it's a complete scam. Any time I use a coupon code to order something the most pricey item is not sent, but the small items are shipped. The first time I tried to get in touch with customer service it took them five days to respond to tell me that there was really nothing they could do. Waste of time and money. "
"Never again will I order from this company. I have been waiting for a certain product to come back in stock. I received an email saying the product was in was in stock so I placed my order within 20 minutes of receiving the email. 4 days later I get an email saying that product along with three other items were out of stock.
What kind of sham company is this. Then they say they will adjust your order total, all you get is a shipping advice with no prices on it, so I have no way to know if I received my promised discount of 20% as now my order was below the threshold to qualify and no idea if they reduced my shipping expense.
A total sham of a company with the worst customer service ever! Never again will I place an order with this company!"
"PFD use to be a great company, reliable and awesome customer service, but something has changed in the last couple months.
Orders take longer to process/ship, customer service is largely unresponsive, and they've been having issues keeping food in stock. They also seem unable to keep customers informed when items in auto ship are out of stock. In my last order I didn't get a notice from customer service that something was out of stock until three days after the package was delivered.
When I emailed asking what was going on the rep essentially ignored my concerns and sent me a form letter. I can't rely on them to ensure my cats are fed and I don't want to deal with the stress/aggravation of an unreliable company.
As a customer of three years at $130-140/month I'm sad to say they've lost me."
"Ditto on what everyone else said. What a nightmare. I so badly wanted ordering cat food online to be simple and cost efficient, but Pet Food Direct is not the answer.
My shipment was delivered quickly, except that it wasnt the 10 lbs of misc. frozen raw cat food I wanted to try - it was a trial size of completely thawed raw dog food that should have been frozen but the ice was gone and it was hot to the touch. I emailed them immediately, no response for 2 weeks. I finally called and - the customer service lady was very nice - they informed that that they were out of stock on everything I ordered, but had still charged me for some of it that should have showed up. They wouldnt reimburse me so they are re-sending what they charged me for. In conclusion - DONT WASTE YOUR TIME OR $"
"This site is terrible. It has been a week and a half since I ordered my cat food and it still has not come. Granted, they did send me a notice that they were out of stock and would have to send it from another warehouse. However, they shipped it last week and it will not get here until Wednesday. I choose this site because it had the cheapest prices but after shipping was added the price increased so much that the price listed became the most expensive of all the vendors I have seen online. They lure you in under the guise of cheap prices, charge you an arm and a leg for shipping, then they do not deliver. Why charge so much for shipping if you are going to take your sweet time delivering? If I ordered from Pet360 today, my case of cat food would come sooner than the case I ordered from petfooddirect a week and a half ago AND it would be cheaper. Bottom line: I will NEVER EVER EVER use this website again and you should not either. Petfooddirect.com does not only mislead you, it wastes both your time and money. I deeply regret my decision to order anything off this website. Do not make the same mistake I did! I would give PetFoodDirect.com ZERO stars if I could."
"I will not even go into all the details of what I went through with this company with regards to receiving incorrect products, not being able to get correct order shipped to me without calling repeatedly, my credit card being charged for orders I had not received, poor customer service, etc. It was a disaster to say the least. I would not recommend doing business with this firm."
"Their web site is "having glitches due to upgrades" and placed my order THREE times... they will not RELEASE the funds that they have put a hold on due to THEIR web site 'glitches". I wish I had read the reviews here BEFORE I even TRIED to place an order !! I went to my bank and filed a CLAIM so they will NOT get any money other than for the one order that I DO want .. but if I don't get THAT order in 2 - 5 days I will go BACK to the bank and have them reverse THAT payment too !!!!"
"I have been using PetFood Direct for several years now. Don't know what has happened to them but my last two orders have been extremely problematic. First time I thought "things happen" but now the same problem with the second order. Oh and I have never experienced the continuous wait times on the phone, gave up after holding for 20 minutes, 10 minutes and 5 minutes. I am going to call my credit card and cancel payment. So PetFood Direct I spend $300/month on dogfood and you have just lost a customer. My stars reflect the recent downturn as my previous experience has been 5 stars. "
"ZERO customer service!! Started Auto Ship with PFD, received 1st shipment and ran out of food faster than I expected. I went to their website and clicked the need more food now on the Auto Ship page - from there..hassles! My order went through but when I checked it the next day there was an error message. I called PFD and they said there was an issue with my credit card, told me to call the credit card company. Called my CC company and my card was fine. Called PFD back and somehow they were able to push the order through. A week later, still no confirmation email from PFD and no email that my order shopped. I checked my account and the order is still in process (according to the PFD website, that should only take 2 days) As I mentioned, it has been a week - emailed PFD 3 days ago and sat on hold for 20+ minutes today...no response to the email and they never picked up the phone. Not sure if I will get that last order - but I know it will be my last. Canceled Auto-Ship and plan to warn others before they place an order with PFD."
"Their automatic delivery has gone wild. I get $80 worth of dog food every few days and no matter how many calls or emails I make delivery does not stop. They said they would make an order to UPS to pick up 3 boxes, but that has not happened. Instead, UPS attempted delivery of another box, ignoring my note to return to sender because it was an unauthorized delivery. I'm up to nearly $300 of dog food that I can't stop delivery on, nor can I get UPS to pick up for return. "
"Finally received my dog food. I thought their shipping time was a "tad" long. Received an email from them saying my order was in process. This was April 29, 2014 another May4th the order shipped and it arrived May 9. It did go over a weekend, but it was a long time. Other mailorder houses are faster, but they didn't have the lower price that PetFoodDirect had. It's on auto ship so I'll have to bump up the delivery time as we ran out and had to go out to purchase a small bag of chow. Box came in good condition. Other than that no problems. I don't order chews and toys online as you can't find out the country of origin."
"Beware of this company - they will take your money and never ship you the order. When I contacted, I was told they did not have the product advertised on their website, yet happily took my money. Had I not called, they never would have notified or corrected. I am waiting for a refund.
Customer service is atrocious and the company lacks integrity.
They also masquerade under another name: Pet360.com - so be careful"