I’ve been a member for a long time and was excited for the new app. It worked great at first and my old MyPerks points were transferred to my new account. I redeemed a couple of items and had over 14,000 points left. Then all of a sudden my points and pet profiles were erased, totally gone. The app was acting as if I was a brand new member. I tried to access my points activity but I kept getting error messages. I then tried reinstalling the app, that didn’t work either. I emailed customer service and they said that my points were still in my account. They recommended that I log out and back in, so I tried that but it didn’t help. I also tried submitting new receipts but I just get error messages. I’m so disappointed because it took a long time to rack up all those points. I hope it’s just a glitch with the new system since the customer service representative said I still have my points. Please fix these bugs! I enjoy this program and really want my points back!UPDATE: I’m changing my rating from 1 to 5 stars. Thank you so much for fixing the problems! The app is working again, my points are restored and I’m able to upload receipts!

I really wanted to love this app. I even told friends and family about the app because it was great at first. Now the app is trash and I regret telling anyone about it. The “perks” were definitely a factor when selecting food for my 2 dogs and 1 cat. We buy purina dog food and treats and a lot of it since my dogs are 70-90 lbs each. We buy purina dry cat food and wet food, cat treats, litter and fortina probiotics. The “perks” made spending all that money a little fun getting to see the points and getting a bonus with the points. Since the end of October none of my receipts have been accepted. They keep getting rejected for not being able to read line item. The line item is right there on the receipt. I haven’t submitted them any different than I did before the end of October but I’ve missed out on a lot of points. I tried to submit receipts again today and now they don’t show up anywhere. Not under pending, rejected, or submitted. I guess the app is a nice little marketing ploy to get people to use their products thinking they will get perks but once you use it a little while it completely stops working (maybe that’s the purpose). I prefer a company that cares about their customers, don’t try to scam them and gives perks to show they appreciate their business. I will switch all my animals to a company that cares. Don’t even bother with the app because it’s more frustrating than a benefit by far. Find a company that actually values their customers.

Setting an update before an item drop is probably not the best idea. It took me half an hour to try to get the Purina ornament. I was forced to update the app right before the ornament became available and then it proceeded to give me errors when I tried to accept the new terms and conditions. Eventually a popup came for the ornament and I tried opening it, but it wouldn’t load. I closed the app and reopened it several times to no avail. I checked online, none of the suggestions applied so I tried calling customer service. All while still trying to load and reload the app. I waited on hold for 13 minutes only for one of my attempts to go through mere seconds before an agent answered. I’m not even sure my order went through since it failed twice before showing a popup frame saying “Hooray!” That quickly vanished. Maybe the app had a lot of traffic, but given the fact it never processed me accepting the terms of service it seems more likely an issue with the update. Side note, the hold music is terrible. It made me anxious. Sounded like ticking time for a game show, thus creating a false sense of urgency that is thoroughly unnecessary for a pet food company. Also, whoever answered at the call center said “Thanks for calling Torino” I don’t think they know what company they’re providing services for.

I was finally able to log back into my account after talking with customer support and troubleshooting. Today I also received the free sample that I ordered back in June and was never receiving it through USPS for some reason. PURINA sent it through UPS to make sure is did receive it and I had to sign for it. Thank you PURINA for making things right.I have been using the app since last year and I can honestly say that I have had nothing but issues. First with the site constantly signing me out and then not letting me back in and saying they are blocking me for security reasons and making me constantly signing up and changing my PW. I have ordered items that are never delivered or sent out. I contact them about the issue and I am told it was sent out but I never receive anything. I have the Mail app so I can see anything that is arriving at my box but nothing from Purina. Free samples don’t arrive and I am not going to be spending my points on anymore items that I will never receive. I love Purina but they are losing my trust. Is anyone else having the same issues?