My first experience with www.doggiefood.com - Page 1

Well, I have mixed reviews about using the online company, DoggieFood.com

Pros:
1. Offer free, fairly quick shipping on all orders above $49.00
2. Price per bag of pet food is comparable or LESS than found in petstores.
3. Decent selection of many brands and varieties of pet foods.
4. Tracking information provided with every order.


Cons:
1. My bag arrived (in a sealed cardboard box) ripped wide open. Kibble was everywhere inside the box.
2. While shipping was PRETTY quick, it did NOT arrive in the quoted (on doggiefood.com's website) 3-4 business days. It took about 5 business days.
3. Expected me to ship the bag back in order to receive a refund/replacement.


While they DID offer to pay to ship the damaged bag back, it was a huge hassel. I ended up just saving what kibble I could and tossed the kibble that was "free floating" in the cardboard box.
There are other companies that ship dog food for free and similar prices, I do not think I'll be using doggiefood.com again. Also, when I called to talk to them about the issue of my bag being ripped wide open, the conversation went like this:

Me: "Hello, I just recieved my order, but the dog food I ordered, the bag was ripped open and a good portion of kibble is in the box."
Them: "Did you refuse the package to the driver?"
Me: "No, the box was in tact. There was NO physical damage to the box, so I when I OPENED the box, I saw only the BAG was damaged. There was no outward appearance of damage to box."
Them: "How much dog food spilled inside of the box?"
Me: "I don't know, maybe 10-15 cups???"
Them: "So only a LITTLE dog food will be wasted?"
Me: "Yes, but I paid full price for a full bag...I didn't intend on having any of the food wasted."
Them: "You can send the food back and we will send you another bag."
Me: "Because my product arrived damaged, I naturally would NOT being paying shipping back, correct?"
Them: "I'll see what I can do."
Me: "Alright then, well, I think it's obvious there are other companies that would prefer my business next time."
Them: "Good day, Ma'am."  CLICK.

They hung up on me. Not very good customer service.

i have ordered from them a number of times and have taken advantage of their free shipping and competitive prices,
however........i'm in the midwest and sometimes it takes more than a week to receive.  i would highly recommend
them for folks in the eastern states.  i probably won't be ordering from them much unless i'm looking for something
special and can't find it elsewhere.
pjp

I've been ordering Nupro from them for years and have never had a problem, and shipping usually takes 3-5 days from the time
I place my order.

Melissa

The shipping wasn't the part that upset me, it was the rude customer service when there was an issue with the product THEY shipped.

Customer service is everything. Another good reason why I switched my dogs off of Taste of the Wild, the customer service was horrible and of course, all the recalls.

I called Earthborn themselves and told them about the issue of the bag coming open in shipping, despite it NOT being Earthborn's fault, they were VERY nice, appologetic and even sent me free bag of the Meadow Feast. I was amazed! They didn't have to do it, and it wasn't even their fault, I was just calling to see if they had any other complaints with Doggiefood.com sending damaged products. I was the third call this month about Doggiefood.com

The point I was making, I wasn't bashing them, I listed the pros and cons of MY purchasing from them and based on cons, I probably will go to another website that offers the free shipping.

DDRCzech,

Now, don't take this personally, please. In principle you are correct but where you went wrong was when the guy said, "I'll see what I can do." At that point you had it won, but you didn't know it. I would have said, "Thank you, I appreciate it", and hung on. I'm 99.99 percent sure he would have come back with something to your satisfaction.

Maybe next time, try that, and then if you continue to get attitude you can do what you are doing now, complaining about poor customer service. 

DDRCzechfan, I wasn't saying it was right and you are absolutely correct that customer service is everything! I was just saying
that I haven't had a problem with faulty product so in essence have never had to talk to a real person. I just order online every
few months and forget about it. Did I mention my UPS guys are great too. LOL

I think with advancement of technology, people have forgotten how to talk to a real person (them, not you) so the customer
service aspect has lost something along the way. It's like that all over, not just big companies unfortunately. People are ruder
then ever. It's sad.

Melissa

No worries, Melba or Bee!

I can't convey the tone they used with me on the phone (doggiefood) but it certainly wasn't apologetic, sympethetic nor respectful. I didn't call them up screaming, I wasn't nasty until they started giving me attitude about rectifying a situation that was beyond my control. 

I get the impression this is a SMALL company, so I guess I expected a little bit friendlier customer service, but regardless, I didn't get it.

I did business for 8 years, and the rule of thumb, THE CUSTOMER IS ALWAYS RIGHT comes to mind. I understand, there ARE unscrupulous people out there that "mess" with their products they recieved to get their money back, get replacements, etc... but I took pictures, I would've been willing to email them to doggiefood had they asked, but treating me like I'M the one who shipped the damaged product was more than a little unsettling.

Either way, here I am, a bag of damaged dog food, no recourse and was hung up on when I didn't even raise my voice or get nasty other than saying in a normal, even tone that I knew of other companies that would appreciate my business. I understand, people have bad days and lord knows I'm often one of them, BUT, never under any circumstances do you have the right to be rude to a customer/client ect... I have in the past hung up on customers that have called me up SCREAMING in my ear, after telling them 4-5 times to please lower their voice, and to stop using profanity, but I did NEITHER of those things. My voice remained at a normal speaking volume and remained neither overly friendly nor cold or rude.

It's just like anything else, some will have great results with a product/company/whatever and some won't. After THIS particular (and first time) experience, I will not be purchasing from doggiefood.com again, nor was I telling anyone NOT to purchase them, as I DID also list the pros of the company, it just simply didn't work well for ME.

I have had extremely good luck with Doggiefood.com.

But, I am ordering Honest Kitchen Preference and food supplements.  Their prices are supreme and the free shipping is great.

Michele

I have had issues with them also.  What I hate about their shipping, is that they send out emails with shipping info, and I think that it shipped, only days and days later I'll check and it had not actually shipped, it only created a shipping label.  So I will think that it shipped, but it had not.  They also charge as soon as the order is placed, not when it ships.  I have never received an order in the time frame they advertise.  The worst experience I had with an order that was charged, but never shipped, and every week I would ask for it, and they told me for sure it would ship next week, next week came, the same thing.  Two MONTHS later, I still hadn't received it, and demanded they refund my money. It annoyed me that they wouldn't just tell me they didn't have what I ordered, but kept stringing me along.  I found them to be hit or miss with shipping, never shipping in the time frame they advertise, and not very nice when inquiring about my order.  

Thanks for the info--we just switched dog foods and this is one site I was checking into.