Wag.com

This company is very unfriendly to the consumer. I have been a customer for some time, recently, during a sale, I ordered some canned and dry cat food. The package arrived this past Friday and I noticed kibble falling out of a small gap in the bottom of the box. I asked the delivery man to open the box and the bag of kibble was unsealed and open. I asked him to return and I asked for a replacement but the following is what I got: a refund and they would not honor the sales price. On my 3^rd call after 2 customer service reps giving BS about «new policy» I got an intelligent man named Steven who understood my point and got me a credit for the difference from his supervisor and said he would take my comments «upstairs». Then I notice they want to charge me $ 7.99 for shipping! Again, none of this is my fault. Why should a replacement for them sending me a damaged package cost me money?
So I say goodbye to
and promise I will blast the media with how they treat their customers when Wag makes a mistake.
Shame on you and what kind of an idiot is your CEO?

If you dont have a doorman/​package room don’t bother. My delivery was first scheduled for Thursday. Oops, it changed to Friday without any correspondence. Then the delivery changed from being delivered to my apartment to the ups store — again without any peep from
. Called them they said they’d deliver on Saturday via Lasership, whom I found to be on past experiences AWFUL. Checked email, it’s being delivered on MONDAY via ups which I’m sure will go to their store. After a myriad of non-​mentioned screw-​ups on wag. coms part I surmise they don’t care and don’t want my business.

I LOVE
! I’ve been a customer for over two years and order from them twice a month. Their prices are competitive, selection is good and delivery convenient. I love that they carry the high quality brands that I use in my rotational feeding and I spend an average of $ 200 per order, so I always qualify for their free shipping. In my area they use OnTrac for their delivery and in the over two years that I have been a customer I have only had one problem with delivery. OnTrac recently «lost» my order (two boxes totally about 80lbs), which is in no way Wag.com’s fault. After speaking with OnTrac I called
and their customer service was FANTASTIC! Kristy apologized for the inconvenience, told me if I ever have a problem to contact them first, because the shipping company can be difficult to reach, and then processed a replacement order to be delivered within 48 hours! No additional charge, no questions, nothing but helping replace my $ 300+ order of supplies! And «IF» OnTrac ever finds my missing order and «IF» they deliver it, all I need to do is give
a call and they will issue a call tag and have OnTrac come back and pick up the delivery. I have used two other online companies and have found that they do not compare in selection, prices and/​or shipping times/​costs.

Lies, Lies, Lies. There next day shipping is a lie. Their customer service representatives lie, and lazership (the delivery service) lies!!! The service is not what they promise. Do not trust this company or lazership.
Lie 1– after I placed the order the website initially said I’d receive my delivery the following day. I did not believe this so I called and was confronted with lie number 2
Lie 2– customer service agent confirmed next day delivery based on the product and she double checked my zip code to confirm I was within the delivery zone
Lie 3– I called customer service the next day because I doubted the estimated delivery time. She said the delivery date and time was changed and she kept me holding and confirmed with lazership that it indeed would be delivered same day.
Lie 4,5,6 etc. the cs agents said package would be delivered by 8 pm. Lazership had delays, lasership never told us abt delays. Package never showed.
Disgraceful experience!!! Don’t use

While I like the products, the delivery is terrible. They use LaserShip. LaserShip doesn’t deliver to units even when we are home and have delivery tip money ready: they leave the packages on the first floor (we don’t have a doorman) and we life on the 6^th floor in an elevator building. Their preferred delivery spot is right by the front door so anyone can grab and go.

I really like
and am surprised by some of the reviews. There are people who don’t like the delivery service, but for me I never have an issue with FedEx, they have left my packages outside my door if no one is home. I also like the delivery window, because my dog likes to eat late in the day so if the food comes between 6 and 8 that’s kind of perfect for us, and much better than waiting til the next day. I am in NY so depending what time I place an order, I receive it in 1 – 2 days, ALWAYS.
My dog has a sensitive stomach and we can only feed her one kind of food or she will get sick, and the food we buy is usually $ 36 for a 13lb bag (we found that buying the larger size seems to make her sick towards the bottom of the bag so order 2−13lbs at once for freshness). With Wag.com’s discounts I pay around $ 25 per bag which I think is great savings. Here’s a tip… I use a few different email addresses so I can really utilize their discounts. If you don’t order for a while, they send an offer for $ 15 off $ 49 to get you back. With 3 emails, I get 3 coupons. Woohoo!

I absolutely love
! May be a bit pricey (my orders generally $ 100+/-, but I don’t really compare prices, so that’s on me…) I haven’t needed to contact customer service by phone, so I can’t comment on that. But I have returned items. They make this very easy– go into your order online, select the item to return, throw it back in the box it arrived in, and leave it to be picked up by (UPS? FedEx?). They refunded my money as soon as the item was picked up. I’m actually very surprised that the company gets anything other than 5 stars– my experiences have all been great.

I love that
is in Jersey City. Not sure if it is because I am only a county away but I alost always get my order next day. I buy mostly non food items like do furniture, puppy pads, Nature’s Miracle products, shampoos and stain cleaners from them.
I once bought Innova dog food from
(my first and only time) and all of my dogs (2 of my own plus a foster) got violently ill from the salmon formula, requiring emergency vet care (and an overnight). After this incident, I researched and found that Innova had put out recalls before on their food so I don’t think it was a
issue. Customer Service immediately refunded my money for this food.
Once my package was lost and Customer Service replaced the order immediately. I have had good experiences with their C/​S reps and fast delivery. Pricing is probably standard but most of the items I buy for my dogs are usually never on sale.

Trust me and, stay far away. I could film a hour long sitcom based on my experience with them! Awful all the way around prices high, customer service a joke, and, delivery? Couldn’t tell you never got my 45.00 dog food.

The best thing about
is its convenience. We haven’t had any issues with delivery of the 30lb bags of dry dog food we order, but sometimes have to add other items to the order to get it up to the $ 49 free shipping.
The one thing I am bothered about is their huge jump in prices from one month to the next, $ 49 to $ 57 on one product. Why is it that first time customers get a 25% discount, but loyal repeat customers get no discount? We have already switched our dog food from Natural Balance to Taste of the Wild because of the increasing price and shrinking bag size of the former, but now after checking prices on
, we have found that the Taste of the Wild dog food is $ 12 cheaper and with free shipping for Prime members!
I guess we’ll be doing our due diligence and shopping around every time we need to buy more dog food… not really convenient after all.

I had 2 dreadful experience with this company and I cannot express how much I would discourage you from doing business with them. It is supposed to be a convenience to order food online and have it quickly delivered to you. This company is utterly unable to do this so instead of being a convenience it is a huge hassle.
They allegedly deliver dog food the next day in my area. The first time they were supposed to do it the food just never arrived and they wouldn’t credit my credit card because they said they were unable to deliver it so it was my fault.
The second time I ordered food for next day delivery it did not arrive. A week later when I called and said, «where’s my food» they said it is on the truck and it will be delivered today before 9pm. I waited until 9:30 and it was not delivered. When I called the next day they said they tried to deliver it the night before but no one was here. That’s not possible since I waited around just for the delivery to half an hour after the latest delivery time.
When I spoke to customer service they were useless and unhelpful. They kept me on the phone (mostly on hold) for over an hour in order to not successfully resolve my issue but then they wanted me to stay on the phone with them longer to give them feedback that would help them in the future. Why would I want to waste any time helping them. I wasted enough time with them.

O.M.G. awful, awful place and customer service is all nice and smiley but never gets anything done, ever. Still waiting for a delivery after a Wednesday order said I’d have it the next day (it’s Saturday evening).

Do NOT order from WAG​.COM. They cannot get anything straight, from the spelling of your name to the correct address. They lie about delivery attempts as I am in a full service 24 hour concierge. I finally had to ask for them to cancel the order and give me a refund.
You might think you are saving yet they are not the best price.

I’ve ordered here several times as they have a great selection of dog foods and treats and profess to deliver the next day if you’re in NYC.
There was a great first time customer offer of 25% off, which I decided to take advantage of. I placed my order around midnight and, within 14 hours, the delivery guy was at my door.
I’ve ordered from here a few times since then and each time has had a slight delivery issue: 1. they won’t leave the package in front of your door if you’re not home and 2. sometimes the delivery can come very late (8 pm the last time I ordered from here). I telecommute, so this isn’t a huge problem for me, but if I need to go out to do an errand it can be a bit anxiety inducing to wonder ‘What if the delivery comes when I’m gone during that 30 minute window?‘
If you can have someone at home or you aren’t in a rush to receive the items, you should definitely give this site a try.

The customer service really could use an overhaul. They will not roll up their sleeves and work on any challenge that cannot be taken care of on the spot. All they had to do to fulfill my order was to call my Vet. directly and they just wouldn’t do it, I offered to mail in my prescription as they initially requested and was told it wasn’t necessary but it was. so by the time they come to realize this my animals were out of food and I had to forego the online convenience and go shopping which defeats the entire online purpose.
I came here because I work 60 hours a week and don’t have time to shop and if there was a little more thinking and less laziness I wouldn’t be writing a bad review.

First, I really like
. Sometimes. On the other hand I don’t think I have ever received too many orders where cans were not dented to some extent. One order was quite bad, with Honest Kitchen ingredients spilling out and cans dented to the point where I cannot even imagine what a courier could have done to it. I suspect it was probably packaged that way by a lazy or disgruntled employee.
While I will use them for a couple of things, I have found an alternative and will probably switch as soon as possible. Maybe I will have better luck and they are cheaper as well so there you go. Wag is better than some, but be warned and check what you get as you should with any other order going to your pets — they can’t check it themselves.
Good selection of brands (ew to Iams and Hills but otherwise a-​ok), but check the photos of the cans for accurate list of ingredients as even after alerting customer service of an error that cost me $ 25 on bad food, the product remains misleading on their website. Overall customer service is good and even fixed an error I once made without requesting the product return, but I think I’ve had enough of worrying over whether to feed a can to my pets or not and what could they possibly do with dented cans of food anyway? Do they want photos or something? I had those. They should sort the dented cans issue and I’d return.
*UPDATE: Returned to them after bad experience with Pet360 or petfooddirect. They have been okay since. –1 star for lack of loyal customer deals. They say they send deals to your inbox but I’m more interested in the sort of reviews they ONLY give to new customers.

I ordered 3 cases of canned cat food on 05÷15÷14 and it was at my home on 05÷17÷14. You can’t get much better than that! Plus I got a discount on my first order which saved me $ 15.
I will definitely try them again.

Customer service is awesome! I was concerned about my pups prescription food not getting here, so I called to check on it. The rep tracked my order; let me know it was currently in transit; and should be here tonight by 8pm.
I feel better having that info. He also said they were 24/​7, and to call if it didn’t arrive by them.

Had a lost shipment. Or rather, UPS lost part of my order.
replaced the missing items immediately.
There was a problem. They fixed it. I reviewed favorably. The end.

I got a 25% off pet food coupon in the mail from
so I decided to check it out. The food I buy for my dogs was on their site, although a few dollars more than Petco. Since I had 25% off it ended up making it a bit cheaper after tax, and they offer free delivery, so I bought it.
1 pm Thursday — Place order.
4 pm — Thursday — Got an email that my order has shipped.
2 pm Friday — Food was at my house!
They also offer cash back on all purchases that go towards your next purchase, so I now have $ 3 to spend on something else from their site. Cool incentive to make people shop there again. I will have to price other items on their site and see if they are cheaper than going to the store, and I might shop again if I can find some good deals. Loved the super fast delivery, but if things cost more, I will probably just keep shopping at my local pet store.