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Resolved: This company will not get your dog food to you on time without it being thawed.

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3.7
Updated by user Oct 12, 2023

Company fixed the issue and I have been provided with product replacement. A manager reached out to me and immediately sent a new shipment which she expedited. She said they are moving to a new warehouse in order to fix this problem so I will continue to be a customer.

Original review Oct 12, 2023
For over a year now Ive had problems with Open Farm getting my dogs food here while it is still viable and frozen. Instead of shipping it in a timely manner it sits in the warehouse and then doesnt get here for four days even with FedEx. Ive already had issues where Ive had to go back to them three times to finally get frozen food and by then, my dogs are completely out of food and you know what a nightmare it is trying to switch foods so that your dogs dont get sick. They are doing it again. I let them know that the order got here too late I asked them to please make sure they shipped it in a two day shipping cycle. Instead they waited three additional days to ship it and again shipped it so it wouldnt arrive for another four days- a full week later than my original order leaving me completely without any food for my dogs when they finally sent a shipping notice I looked at the specifics and it had already sat in the warehouse for over 12 hours because the label wasnt readable and so it couldnt ship. Now it wont be here again for another four days. Each order is $300 that they are wasting in food just because they are unwilling to spend another $20 to ship it properly. You cannot get a real human being and you only get a canned email response which just starts a whole ridiculous cycle over again. They will have wasted $1000 worth of food before this ever gets fixed if it does and my boys have nothing to eat in the meantime. There are way better companies out there to spend your hard earned money with. Until they get this fixed I wouldnt even consider using them.
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Loss:
$300
Pros:
  • Good food
Cons:
  • Completely unreliable and no customer service

Preferred solution: Full refund

User's recommendation: I love their food, hate their service. Find another company.

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