My last order was for $488 and I ordered it December 24, 2019, two weeks before I needed it. I got an email that it was shipped on December 27, but when I checked the tracking number on January 1 it said "status not available". I called the company and they blamed it on USPS, saying it should be coming soon. After seeing "status not available" again today (January 2), I called back. They offered to resend it, which would take another 5-7 business days, and they wouldn't even expedite the order, so I canceled and won't use them again! The sad part is that it's great food and my dog loves it, but they have poor business practices!
The reason I canceled today is because my previous order on September 22, 2019 for $449.70 got lost somewhere in their own warehouse, and unless I called to check I would never have received it. In the meantime, I had to buy some other food until her food arrived. They totally screwed up and the customer service person really apologized, but wouldn't expedite my order that time, either. In a 3-month period, I ordered $937.70 worth of dog food, and this company could care less whether customers/dogs get their food on time or at all. How can a company even operate like that? They pretend to care about dogs' health, but it's only about filling their own pockets! I would never, ever, ever spend this much on dog food, but I have been buying it solely for my dog's health issues. I just ordered another freeze-dried raw dog food that gets amazing reviews! It's also expensive, but hopefully, it will be healthy, quality food that she will love!
Bottom Line: No, I would not recommend this to a friend
17 people found it helpful
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Company Response from Dr. Marty Pets
Hi Marilyn. My name is Kat and I am with Dr. Marty Pets. I would like to apologize for your experience with our customer service. We pride ourselves on our excellent customer service and I regret that you did not receive that. We aim to have all orders shipped out as soon as possible, but we, unfortunately, did not meet our expectations in your case. As a courtesy, I would like to offer a free bag of Nature’s Blend as an apology. Please email me at kat@drmartypets.com so that I may get started on this right away. We appreciate your feedback and will look at this as a learning opportunity. I wish you a wonderful day and I look forward to hearing back from you soon.