PFD Order problem!

I was shocked when I got my order from PetFoodDirect.com. I had ordered a half case of Natural Balance Venison & Green Pea wet, as well as dry, & a case of Pro Pac Beef canned cat food. When I got it, the Pro Pac canned food case had already been torn open some(the plastic was ripped open). One can looked rusty, so I pulled it out to look @ it closer. I discovered that the other cans are also rusty! I don't know if I can feed it to my kits now or not, but I wonder what happened to those cans? Did someone ship me those cans knowing full well the condition they were in? Am I just being paranoid? I wonder if someone else got shipped the same case & returned it, so they sent it out to someone else hoping they'd keep it.

I sent them an e-mail just now. Here's a copy of it:
Hello!

I placed an order last week and received it today. I was thrilled to get it as I have a cat who suffers from allergies & this order will bring her relief. When I got it, the box was starting to open. The UPS man was very careful to bring it inside without loosing anything. When I opened the box, I saw my Natural Balance dry & wet food, as well as the case of Pro Pac Beef canned cat food I ordered. The case of Pro Pac Beef canned cat food was wrapped in plastic, as usual. However, the plastic was torn open. All the cans were there, but I noticed they are all rusty to some degree! I was rather, well, shocked. I trust your company, despite only ordering once before. I just want to know what happened to these cans. Has the food been harmed? Is it safe to feed to my cats? What assurances can you offer that this will not happen again? I planned on setting up the auto ship program for the Pro Pac cans, but if all of them will be in this condition, I may just have to find another food.

The Natural Balance canned cat food as well as the dry cat food was in perfect condition, so did something happen to the Pro Pac in your warehouse? I have pictures of the case should you wish to see them. The only thing I did to the case was to take out a can(as the plastic was already opened) to see if the ones undernearth were rusty.

Thank you for taking the time to reply to this.

Anybody else ever have any problems with the food they ship? I wonder if this was a one time thing....

I've never ordered from them so I can't advise you on that note. I'm sorry you are having issues with your shipment- i do think you did the right thing by emailing them to address the issue.

I have only orderded from them once (Wysong 100% rabbit and duck) and a lot of the cans were dented. A little rust on the outside of the can isn't going to hurt the food inside the can (I assume they aren't rusted through). I probably won't be ordering from them again since I have found a local store where I can buy 100% rabbit/duck canned cat food for less than what I paid at PFD. I will still be interested in hearing their response to your email (if you get one).

I got several calls today from someone at PFD. They do not stock Pro Pac, but get it from a distributor. It was at the distributor's warehouse that something happened to the Pro Pac. They told me to keep the case & do whatever I like with it & they are going to refund me my purchase price. Pro Pac canned food will be unavaliable until the disributor can get more in as it was all affected.

They had wonderful service!

I got my order the other day from them and noticed that several of the cans were dented in my order also.

Originally Posted by white cat lover

I got several calls today from someone at PFD. They do not stock Pro Pac, but get it from a distributor. It was at the distributor's warehouse that something happened to the Pro Pac. They told me to keep the case & do whatever I like with it & they are going to refund me my purchase price. Pro Pac canned food will be unavaliable until the disributor can get more in as it was all affected.

They had wonderful service!

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That's good to hear because I read some very negative things about their customer service (or lack thereof). It'll be great if they actually follow through with the refund. Please let us know if they do.

I've ordered from them a number of times and never had a problem. It's a good idea to email them, and certainly keep on them if they don't give you a satisfactory answer. Your kits food should not show up dented!