"I WISH I SAW THIS SITE BEFORE I PLACED MY ORDER - SEEMS LIKE MOST PEOPLE AGREE THEIR CUSTOMER SERVICE IS THE PITS!!!

This company has horrible customer service. They do not accept two promo codes, which is 100% understandable. But this was not clearly outlined anywhere when I enter the promo codes. Actually when i entered both codes it show the price adjustment right there in my shopping cart total! So when I was charged full price I sent an email to their customer service expressing my confusion and requesting that a adjustment be made on my account. I received a reply from Sarah D. who informed me that because I put two codes in, only one picked up. Whoops, my fault! I didn't see any issues when I placed the order, especially since the site reflected the price difference in my shopping card??!! Understandable why I would think I wasn't getting the discount, right?? Sarah D. suggested I use the ENJOY20 discount on my next order. I was not satisfied with this response because i ordered about $200.00 worth of items so a $40 discount made a HUGE difference. I called to speak to someone to see if someone could refund me the difference because their site obviously was not working properly, reflecting a discount, even though it was going to charge me full price.

The lady I spoke to today kept interrupting me to repeat that you can't use two promo codes. At this point, yes, that was very clear. But what I was asking was for them to honor the better discount of 20% off. She also told me that the ENJOY20 discount expired in the summer, which only confirms more that their site is glitchy and their staff is uninformed with their codes. Their site reflected the discount and their employee Sarah D told me to use the ENJOY20 the next time I ordered, which is apparently expired!!

The girl on the phone refused to make any adjustments and said she can't refund me anything. Turns out they can refund it, they just chose not to. She told me her supervisor Mike would not approve any refund. As I expressed my frustration to her I heard talking in the background... I asked her "are you even listening?" which she didn't reply, because turns out she took the phone from her ear and began having a separate conversation with someone else. I started to vent about how I couldn't believe she wasn't even listening and eventually she came back on the line and said "oh yea I am listening, I was just talking to my supervisor." Like this was so normal to just move the phone from her ear and start a second convo. Obviously super upset, I asked her if this was their common business practice or is this just how she was raised. She put me on the phone with her Supervisor who answered this questions and said, "she wan't raised this way." So i confirmed "So this is just your business practice and how you do customer service" which he did not deny, he just moved on to telling me he does not see a good reason to refund me at all and this is the reason they wouldn't refund me.

He eventually suggested I go to their parent company, Pet360, going forward because maybe they would "better suit me."

This was seriously out of control. A good company with good customer service would have honored this due to the unclear rules on their website and misleading glitch on their website that showed me the total with the 20% reflected. I do most of my pet good ordering online and am a great customer and shop a lot for my pets. This company lost a good paying customer over $40.00. I understand it's only $40, but when you're spending $200/month on your pet, this make a difference and they just did not seem to care at all for customer service.
"

"I WAS a loyal customer until this last order. I need RX cat food and placed my order 8/24/2015. Since I havent heard anything from them (9/8/2015) , I contacted their customer service who stated that the order had been cancelled since they do not have it in stock and do not anticipate having it. It was listed on their website!!! Also, my order shows "processing." I was never notified that they cancelled my order. I will not use this site anymore."

"PetFoodDirect lost a VERY LOYAL customer.
I have been buying from this company for several years. I have rescue cats, and have placed over $3300 in orders from them. I recently I ordered 4 cases of canned organic cat food, with free shipping. When the order arrived the food was pass the expiration date. The company apologized and said they would resend the order. When that order arrived, it was also expired. The CSR recommend that I should ask for a refund since there is obviously a problem with food shipped being out of date, and that it would probably happen again. The rep also stated he would give me an additional 15% discount on my next order due to the inconvenience I had experienced. At that point, I was once again impressed with the integrity of the company, and was glad to be doing business with them. But, this is what happened next. It was time to place my next order. With the additional discount and the rewards I had built up do to my large purchases with them, I placed another large order. The order came to $1,007.15. With the discount of -$251.79, I decided it would be a good time to buy for the kitties. When I started to check out I noticed I was being charged $104.49 in shipping. For years I had experienced free shipping on food if the order was over $49. I called the company and was politely informed that is the way it is now. They looked at my account, and saw I had been a very loyal and profitable customer for them, but again, was informed, "that's is the way it is now." I was very, very disappointed with a company I had done so much business with, and had referred to so many other pet owners. Being a business owner, and knowing the value of keeping a good customer, I thought maybe I had gotten a new CSR, or they were having a bad day, it happens. So, I called back later and was again informed, "that is the way it is now." Giving them one last opportunity, I emailed them, twice. The first response I received was the same as the phone reps. Again, as a business owner, and knowing the amount of food I order, I replied one last time. I was very friendly but informative in my email, copied and pasted as follows, (Hello,The other day I placed an order (prior to using my rewards points) for over $1,100 of cat food. I noticed, and was informed by the CSR (very polite) that free shipping was no longer an option. I am very disappointed. As you can see I have spent over $3,300 with Pet Food Direct, and you have always been my go to company for cat food and supplies, We have cat rescues and buy lots of food. We had some issues recently of expired cat food shipped to us (X2.) I truly understand how that can happen. I own a business also.We received a 15% discount for the inconvenience, but the refund basically paid for the shipping on my last order. I am sorry that I will no longer be using your company for any purchases, as the cost of shipping will now put your prices out of competition with others. Thanks for all the orders in the past, I have always highly recommended Pet Food Direct, but sadly now I will have to find another supplier.
Thanks again.) I never received an email back to this reply. Due to the fact I needed the food, I placed my last order with them for $859.85. Sadly, PetFoodDirect lost not only a good customer, but many of the referrals and customers that had been recommend."

"Wow......... this company really has bad reviews....... and here I am to add another one. I am surprised they stay in business. However, I have found an even cheaper pet food delivery company in the end (see the end of my review) so I am a happy camper that I will save more in the end from this very bad experience.

Here goes my review:
I ordered cat food for my kitty that was having trouble with throwing up his food. Friends told me to try grain free food. So here is where I went wrong. I didn't check online the reviews of the pet food delivery companies. If I had I would have known NOT TO USE Pet Food Direct.
Anyway, I read their policies and saw they did offer return policy if not happy. However, they didn't add the fact I would have to pay for the return shipping.
I ordered the food and in the mean time had to take my cat to the vet for a check up. He wasn't throwing up any more but doctor wanted to see him. It was then my vet said that he would need a different kind of food (prescription) for the rest of his life. Therefore, I wouldn't be able to use the food that was ordered from Pet Food Direct which was on it's way to my house.
When it came I knew to call right away which I did. They told me I WOULD HAVE TO PAY FOR THE RETURN SHIPPING WHICH WAS $35.00. The cat food cost me less at $33.00. BTW. The people working at the company couldn't care less about keeping customers. I even called and spoke to a supervisor about it. She could care less.
Now, I JUST CALLED CHEWY.COM to see what their policy was. They told me that they WOULD NOT HAVE CHARGED ME FOR ANY TYPE OF RETURN. THEY WOULD PAY FOR THE RETURN AS WELL!
So I am donating the food to the Humane Society near us and say; BYE, BYE PET FOOD DIRECT; HELLO CHEWY.COM! All of you out there needs to do it as well. BTW the same food was even $7 cheaper if I had got it at chewy in the first place, STUPID ME!
"

"Words cannot describe my disgust with this company. They have the worst customer service possible as well as some of the most rude customer service reps and managers I have ever come across.
First they shipped us the wrong dog food. Then after we called them, it took longer than a half hour on the phone with them to get them to admit their mistake and they said they would ship a replacement to it so we would receive it in 2 days. 2 days came and went with no order arriving and then we contacted them on the third day. Not only did they not have a shipping number, they had not even shipped it yet. Then they said they would not ship that day and they would ship it on Monday (it was a Friday) if they "got around to it". This was a supervisor mind you. No apologies, no excuses (not that we wanted to hear any), barely helpful. They said they would deduct 50% off the order. When we asked them what we were supposed to feed our dog in the meantime after they screwed up our order they said "I'm not a veterinarian, I can't tell you what to feed your dog". I mean come on, what kind of curt, bullsh*t response is that? It makes me so mad I want to spit.
We are fit to be tied. They stink big time. Lousy customer service, rude representatives. Avoid them like the plague."

"This company sent me expired cat food. Nine expired cans and one can that was so dented it can't even be opened. Not happy with the lack of customer service. I called their phone number and the customer service rep who answered the phone was rude and very unprofessional. The first time I called they hung up on me. The second time I had to keep saying "hello?" because no one spoke to me for a full minute after they answered. They are sending me out a new case of 12 cans to replace the expired ones but the customer service rep was so rude about it. Not ordering with them ever again.
Please do not waste your time with this company and just order from Chewy.com instead, they are fantastic."

"I was about ready to order 12 bags of Taste of the Wild dog food, 30# each, $39 each with auto ship and free shipping, but then I decided to put it off for another week. So a week later I checked my cart but the discount for shipping was gone. There was no way I was going to pay $189 for standard ground shipping. That would have come out to $54/bag. Way not worth it. So I thought I’d call Customer Cerberus and see if they could work some keep the customer happy magic. Nope. Cerberus is definitely the right term for this bunch! Attitude was surly and they could have really cared less. The bad tone and negativity was palpable over the phone, and this wasn’t the first time I had called to talk to a Customer Cerberus rep. I called 2 other times and all three times, the tone of voice of each rep was noticeably negative. I just hung up and decided to go with another online company (Chewy) that had happier people working for them as well as comparable pricing for Taste of the Wild High Prairie formula."

"WORST WORST WORST company to buy from. they must have a bunch of frisky apes (i apologize to real apes) tossing boxes of canned food around- i ordered 3 cases (36 cans) of cat food- every one was damaged- ok- so 2 only had mild
dents- all the rest had mega horrid dents. one was crushed
so badly that the food was pushed out around the can.
what a waste of time and money- definitely not worth it!
i should have read reviews before ordering!"

"This is a terrible company.
My cat is very ill, and I was promised that his food (the only food the vet wants him to eat) would be here today. Three customer service agents as well as the customer service manager knew it was important that hiss food be delivered today, as he was completely out of food- ---this is also based on my thought that I ordered the food through their website a week ago- and it didn't get ordered based on a glitch in their system---I called to find out why my food hadn't been delivered, and part of the order was cancelled without my knowledge and the other part was still sitting in the warehouse. After a very frustrating conversation with the Customer Service Manager, I told them to cancel the order. I can't trust that they actually care about animals when three employees knew the importance of the delivery today. Shame on them. "

"I will Never order from this company again.
I paid for 2 day shipping for bully sticks and frozen product. The bully sticks showed up on time but the frozen product did not. I contacted customer service via email and got a very arrogant person with zero customer service skills. Gave me a bunch of reasons about why I didn't yet have the frozen product. When it did show up, part of the order was missing. PFD sent me an email saying certain product was out of stock so they cancelled that part of my order. Didn't even give me an option. The 2 day shipping was quite expensive so wanted to get enough product to make it worth my money.
Why even show product is available and allow customers to order it, only to be disappointed.
Waiting to see if they actually give me a refund for product not received.
I Will Not be Disappointed again as I will NEVER order from Pet Food Direct again!"

"Why didn't I come look at these reviews first?? I ordered 2 bags of dry dog food and wanted 2 day shipping. If I didn't need these in 2 days I would not have ordered with the 2 day shipping. Well...3 days after I placed my order I emailed PFD and they said they only had one bag...however it had still not been shipped. I told them I wanted to cancel and will refuse if it shows up."

"they charged me TWICE for my order.
NEVER BUY FROM HERE"

"Do not bother trying to order from this company. I have tried on two separate occasions and have never actually received any items. The first I tried ordering Heartgaurd medicine and had a week long hassle where PFD kept saying they hadn't received the prescription from my vet. I eventually cancelled my order and placed it with 1800 Pet Meds who was able to confirm the prescription withing 12 hours, so it clearly was a problem with PFD not the vet.

I decided to give PFD a second chance when they had dog jacket I really wanted on great sale. However, after several days with no shipping email I logged on to my account to see that the order was cancelled. It took several days for them to cancel the order and I found out the order was cancelled before they even bothered to send an email. I will never order with the company ever again. Completely dissatisfied. "

"This company is THE WORST. I used to be really happy with PFD's service. The autoship was super convenient and I got an extra discount. I cancelled the service for a little while and got back on in November. What a big mistake. I ordered once, with autoshipping every 6 weeks.
When my order arrived, one of the items was missing, which I received an email about. Nevertheless, they charged me for the full order, including shipping for the extra 8 pounds, as well as the item that wasn't available. I called and they only refunded me the amount for the missing item - no tax or shipping refund though. I called again and as of today, I am still waiting for the remaining amount.
Thought that was the worst part? Nope. A week later I got another email with shipping info for another delivery of the same items. And my cc was charged. I called customer service and they said that once it arrives, I need to bring it to UPS and ship it back. I live in NYC and don't have a car. The order is 50 pounds. Are you serious?? And I work all day so that I won't be home for UPS pick up. I ended up never receiving the shipment.
Another week later yet another email with shipping info for now the 3rd package. And yet another cc charge of $100. My next call to customer service ended the same way. I had to wait for the reimbursement until they received the order back and could process it. After a long discussion, I was able to have them redirect the shipping. Would have been great if that had been their own suggestion. I would however not get a refund until they received the order back. ALTHOUGH I NEVER ORDERED IT! They now charged me $250 worth of food I never ordered. Unbelievable!! It's now over a month later and I still don't have the correct amount back in my account, after at least 10 phone calls to their customer service. Nor did one of the customer service reps apologize once. Needless to say that I cancelled the autoship altogether and will NEVER use them again.
Take my advice and avoid this company at all cost. It saves you a lot of headache and money. "

"I would have given pet food direct a 5 star if they had responded to my e-mail. I got a really great deal saving over $100 on my purchase of rodent block a food and it did come to my home in one week. The problem I had was, their lack of communication. Their automated email system said they would get back to me in 24 hours. After 4 days I never heard back from them. Their shipment said my food would arrive in 3-5 days, but in 5 days the shipment was still processing. In two more days the shipment was delivered, but I still never received their "within 24 hour email". Overall good delivery and product, but horrible customer service. "