I am officially never ordering a single thing from PetFoodDirect ever again.
Over the last three years they’ve been my main source to get dog food and treats for Yara and in the last year I’ve had some major issues with them. I’ve gotten broken bags of food a couple of times and once ordered a 30 pound bag of food and got an 8 pound bag. Both of these issues have been handled, but each time has been increasingly more difficult to get resolved.
But today is the ultimate clincher for me. I ordered food last week and today wondered where this food was since it wasn’t sitting on my front porch today and it’s been well over a week. When I checked the tracking it turns out the food was delivered Monday, so I called PetFoodDirect straight away and the person I spoke with basically said they had to do a UPS trace on it and then and only then could they send out another bag of food. But either way I wouldn’t get a bag of food before Monday.
Well, to make matters worse right after I hang up with her I notice that the tracking says it was delivered to Albany . . . you know where I haven’t lived for more than two months. Now, I’m pretty forgetful, but even I know I’ve moved and I know that I changed my address when I ordered this food because I’ve been particularly paranoid about accidentally having things sent to my crazy former landlady. However, the order confirmation does have the shipping address listed as the old one.
So, I call UPS and they basically tell me they can’t do anything because they were told to deliver it there and thus they are no longer responsible. Fine. So, I call PFD again and while on hold I check my account, which is still showing my old address. I click to change my address and put in my new one and lo and behold when I click save, my old address is still showing. I say as much to the person who picks up the line finally.
But apparently a website glitch means nothing to PFD because not one but two separate people tell me that not only will I have to pay another $12 to have the food shipped again from Albany, but that my auto-ship account clearly has my old address. Not only that, but if the package isn’t able to be located, I’m out of luck and can’t be refunded the $50+ I spent to not get my food.
The thing that I keep stressing though is that this isn’t an auto-ship order. The auto-ship was created during the order that was placed. And moreover I seem unable to change my address because I keep trying to and the site still loads the old address.
Now, I admit that it is partially my own fault for not realizing the change didn’t take place, but what absolutely infuriates me is this same bag of food is being sold by PFD on Amazon for more than half of what I paid and what it’s listed for on their very website. WTF?
When I inquired about why I should pay another $12 for food that’s more than twice the price than Amazon I was merely told “the prices are different.” Which I don’t even know why I’m surprised because that nonchalant type of answer was basically the reaction I received when inquiring why they no longer offer a discount for guide dogs several months back.
I’m just absolutely furious.