Petflow (petflow.com) has a 4.3 out of 5 rating on OK.one, based on 201 user reviews collected here. It is listed under Animals & Pets and its reputation is good. 83% of reviews are 4 stars or higher and 13% are 1 star; The business has replied to 100% of negative reviews. Last updated 2026-08-10.
What people say
C
Christina · 1 review · Verified · Experienced 2026-02-24 ·
★★★★★
Easy, efficient, and FAST!
Easy, efficient, and quick! The entire ordering system and delivery was user friendly and FAST. Additionally, I made a mistake during my first time ordering and customer support (apologies I forgot their name!) was understanding and very helpful. They were able to sort me out to allow me to place a new order. Thank you!
Reply from Petflow2026-03-18
Thank you so much for this wonderful review! We're really glad the ordering process felt smooth and easy from the start. And don't worry about forgetting their name, our customer support team will love hearing this regardless! Knowing they were able to turn a little hiccup into a great experience is exactly what they're here for. We appreciate you so much and can't wait to serve you again! 🐾
But I had to get help sometimes. I have trouble with your website and I've been having worse trouble lately and the last two times I actually had to get help but the help was wonderful
Reply from Petflow2026-03-18
Thank you so much for your patience and for sharing this with us! We're sorry to hear you've been running into trouble on our website lately, and we completely understand how frustrating that can be. We're so glad our team was able to step in and help when you needed it. Your feedback means a lot and we'll make sure it's heard. We're always here for you!
Thank you for the kind words! Easy ordering and quick delivery is the Petflow promise, and we're so happy to hear it's been a smooth experience for you. We appreciate your support!
Processing and Shipping 4⭐️ but Customer Service Chat 5⭐️
The customer service representatives I chatted with online were very friendly and helpful. I gave 4 stars instead of 5 because it seemed that the processing of my prescription pet food order and the shipping of the order were slower than other companies I have ordered prescription pet food from online.
Reply from Petflow2026-03-02
Thank you for the thoughtful review. We are glad to hear our chat team was friendly and helpful.
We also appreciate your feedback regarding processing and shipping for prescription orders. These orders can sometimes take additional time due to verification requirements, but we understand the importance of timely delivery and are always working to improve. Thank you for sharing your experience and for choosing Petflow.
E
ES · 1 review · Verified · Experienced 2026-02-23 ·
★★★★★
Best price with fast shipping
Reply from Petflow2026-03-02
Thanks so much for the 5 stars! We’re happy to hear you found great pricing and fast shipping. We really appreciate you choosing Petflow.
I’ve been a loyal PetFlow customer for several years and originally chose them for their autoship discounts. Even after the discounts were removed, I continued ordering out of convenience and consistency.
Unfortunately, my most recent experience changed that.
PetFlow entered my shipping information incorrectly, labeling my residential address as a business. As a result, FedEx could not deliver the package. I then had to spend my own time calling FedEx to correct an error that was not mine.
What was most disappointing was the customer service response. Instead of taking accountability for the mistake, I was told that “we recommend ordering sooner.” I was on autoship. The issue was not timing — it was an incorrect shipping label created by PetFlow.
Mistakes happen. What matters is how a company handles them. A simple acknowledgment and assurance that it wouldn’t happen again would have gone a long way.
Because of the lack of accountability, I’ve decided to move my business elsewhere. When pricing is comparable across suppliers, customer service makes the difference.
Reply from Petflow2026-03-02
Thank you for sharing this feedback, and for being a loyal customer over the years. We’re truly sorry for the frustration this experience caused.
We want to clarify that we do not have the ability to label an address as a business or residential location. According to the carrier’s tracking, the delay was due to a “location security restriction,” which is a determination made by FedEx at the time of delivery. The package was reattempted and delivered the following day. We’ve also reached out to FedEx to request additional context so we can better understand what occurred.
That said, we understand your concern around accountability and communication. Regardless of the cause, this is not the experience we want any customer to have, and we’re sorry that our response did not meet your expectations. We appreciate you taking the time to share your perspective.
Thanks for sharing your experience. We are happy to hear you have found us reliable and that our treat options worked well for you.
J
Joseph Harrison · 3 reviews · Verified · Experienced 2026-01-26 ·
★★★★★
It's been a half a month and no product
Reply from Petflow2026-03-02
Thank you for bringing this to our attention. We are sorry for the frustration this caused.
After reviewing the order, it was canceled due to an item being out of stock. We understand how disappointing it is to wait without clear updates, and we apologize that our cancellation messaging did not make this clear at the time. We are actively working to improve how we communicate order cancellations so situations like this are easier to understand moving forward.
This is not the experience we want for our customers, and we appreciate you taking the time to share your feedback.
Pet Flow is one of the few places that carries my brand
Pet Flow is one of the few places to carry Fromm which is the only brand I feed my sheltie Frankie. The auto shop is very convenient so I never run out and the price is unbeatable!
Reply from Petflow2026-03-02
Thank you for the great review. We are so glad we can carry Fromm for Frankie and help make autoship easy so you never run out. We truly appreciate your support.
My girl loves this food & has eaten it for years. It was delivered on time, despite our heavy snow. I met the delivery guy @ the doorway & hollered to him to slide the box down the sidewalk because it was too deep for him to bring it to me. He did & all was well.
Reply from Petflow2026-03-02
Thank you for sharing this. We love hearing that your girl has enjoyed this food for so long, and we are glad delivery arrived safely even with the snow. We appreciate you taking the time to leave such a thoughtful review.
Helpful data via email, however I ( it’s an age thing, I’m 75) prefer to talk to a live person. Why did you change? I do love the convenience of delivery and Fromm dog food
Reply from Petflow2026-03-02
Thank you for the kind review and for sharing your feedback. We understand the preference to speak with a live person, and while we no longer offer phone support, our team is always available via chat, text, and email to help as quickly as possible. We are glad you continue to enjoy the convenience of delivery and Fromm dog food, and we truly appreciate your support.
Great Service.Product is great quality and received order in a timely manner. Thank you
Reply from Petflow2026-03-02
Thank you for the 5 stars. We are happy to hear you were pleased with the product quality and timely delivery, and we appreciate you taking the time to share your experience.
I haven’t received my order yet, so I really don’t think I can answer this at this time.
Reply from Petflow2026-02-09
Hi there, thank you for taking the time to share this. I am sorry to hear that your order has not arrived yet. That is understandably frustrating, and we do not want you left without answers. Our team would be happy to look into this for you and provide an update or help make things right. Please reach out to us directly at [email protected], via chat, or by text at 1-833-316-1577, and we will gladly assist.
I only need my auto ship every 16 weeks but that in not an option, 12 weeks is max.
I used to get the option to reschedule. No I get an email telling me my order is preparing the same day I get an email telling me that my order has shipped.
I don't like that.
Reply from Petflow2026-02-09
Thank you for sharing your feedback. We understand that autoship preferences can vary, and we want to be transparent that the 16 week autoship option has been removed. You can still manage your schedule at any time by moving your upcoming autoship dates back as needed to better fit your usage. We are also actively working on improving our site and notification experience, and we appreciate you taking the time to share your concerns. If you would like help adjusting your autoship or reviewing your settings, our team is happy to assist at [email protected], via chat, or by text at 1-833-316-1577.
Thank you for the kind feedback. We are glad to hear you are happy with the product and your experience with Petflow. We truly appreciate you taking the time to leave a review.
Always have quality products for us to buy.
Always great on the phone if need be.
Delivery is prompt.
Reply from Petflow2026-02-09
Thank you so much for your kind words. We are glad to hear you have consistently found quality products, prompt delivery, and helpful support when needed. We truly appreciate your continued trust in Petflow.
Everything came on time. However the box and large bag of dog food were damaged. We had to tape up a large middle section of the dog food.
We did end up transferring it into a plastic food bin.
Reply from Petflow2026-02-09
Thank you for sharing this with us. We are glad to hear your order arrived on time, but we are sorry to learn that the box and dog food bag were damaged. That is not the experience we want for our customers. Shipping can sometimes be rough, and we appreciate you bringing this to our attention. If you ever receive an order with damage that concerns you, please reach out to our support team so we can review the situation and help however possible.
