Expired food from Petflow

[Darla Cowburn]

I just joined the group as I had the need to let people know that I have received a shipment from Petflow, who I always get my doodles food from, that was expired. My Lily has allergies and I have been feeding her the grain free buffalo Dr. e's by Great Life. The dog food expiration date was 2/5/14 and it was rancid. I called Petflow and they just got back to me today. They said the stock had not been rotated properly. I also called Great Life who is sending me a free bag of fresh food! Petflow, however, I am sorry to say, is not doing a very good job of customer service. They did take 10% off my order but after the vet bills, that doesn't seem to be very satisfying. The point is please check your expiration dates when you get your food. I don't want this to happen to anyone else's doodles :(

[Darla Cowburn]

I just ordered from Chewy since I am almost out of food. I will not be ordering from Petflow. I am not one to ask for free anything but I thought that was the least they could do is send me a free bag of food. Oh well, lesson learned and now I know. I will definitely be keeping my lot numbers. That's a great idea! Thank you for sharing :) I'm just glad my dogs are going to be ok because they are like my kids.

[Debb, Lucy & Oscar]

I just saw this after asking if Petflow did anything to rectify the situation. I am totally shocked that they didn't offer to replace the bag with a fresh one, or at the very least refund your money. I am calling them right now to ask about this!

[Debb, Lucy & Oscar]

I posted a response further down, but will post it here as well. After calling Petflow they said their policy is to replace expired food with a fresh bag ASAP. I explained where I'd heard about a report to the contrary (here on DK) and they said to post their phone number to call so they could make it right:

1 888-316-7297

[Darla Cowburn]

I should have told them I would publish this on social media networks but at this point I am just happy my dogs are ok. Not to mention the fact that they didn't get back to me for days so I don't know if they really care! I am on a doodle group on facebook and I did post it there. So, hopefully, this will get out to people.

[Lori, Quincy & Frankie]

I have been using Petflow without any any freshness problems, but I will say that is near impossible to change a standing order by internet-you have to call.  

I think I will look into Chewy and/or Doggiefood based on this.  

[Joanne ~ Spud*]

Www.petfliw.com is a D K member and I'm certain he will see this and be in to explain soon!
I once commented about www.petflow.com - a neutral comment in a discussion and he found it right away.
See if he can help you here. It's possible he is not aware

[Debb, Lucy & Oscar]

I just checked the new bags I received from Petflow last week and their "good by" dates were both a year out. I've had nothing but good customer service from them in the past. When you brought the expired food to their attention did they offer to make it right, i.e., replace the bag with a fresh one, refund your money, etc.? I wouldn't stop using a company over one incident, especially if they did everything in their power to rectify the situation and make me happy.

[Debb, Lucy & Oscar]

OK, I just called Petflow to ask them about their policies regarding customers who received expired food, and they said if that ever happens they will replace the food immediately with a fresh bag. Here's their phone number: 1 888-316-7297

[Darla Cowburn]

Petflow is going to send me a fresh bag and after calling back today I finally got to talk to a supervisor who said she would take 10% off of the life of my program. The lady was very nice and I felt she tried to make things right. I told her I didn't feel like this was handled very well and she understood. I told her I was just upset at the fact that my dogs got sick and I had to take them to the emergency vet. Not a very pleasant experience for them to say they will just send me another bag. Not to mention I called them last week and I had to call back again today to even get a response as the supervisor was not available. I do have a small business and when I have a long-standing customer who is not happy, I make it right. I would make sure I called them back ASAP! I also told her I did not think replacing the bag of food is all they should have done. After all, it wasn't Great Life who I directly ordered it from and they are sending me a fresh bag at no charge! I am hoping this was just one bad experience but I will definitely be checking dates!