Michu Australia
Verified5 reviews
Terrible Customer Care. I have ordered several ceramic cat dishes plus some kitty litter, so it was a rather large and costly order. I have received first order with 4 cat dishes and kitty litter, but my second order with just cat dishes never arrived. They have asked me to take pictures of merchandise that I have received, which I did, and I am still waiting for any feedback from Michu. This order is worth $78. I have asked for either a refund or replacement and I have not received any response at all. I will never buy anything from this company again despite the fact that their merchandise is of very good quality.
Follow-up · It took approximately 5 weeks and 28 emails in total to receive my refund. The emails varied from very professional to extremely unprofessional verging on being rude. I had to repeat myself throughout the whole process. The replies from Michu took several days at a time despite the fact that the courier provider correlated my story. If I was not persistent I would never have received my refund. The whole experience was very frustrating and disappointing. Michu products are of great quality. The dishes that I have received were beautifully packaged. The kitty litter is very good, although one of my girls developed an allergy to it, which is a shame because again I think it is one of the best ones that I have ever used. If I buy any of Michu products it will be through a Pet store and not directly from their website. Unfortunately, some of their products are only sold through their online store.
Worst Customer Service and Incompetent Warehouse I ordered a litter tray and litter from Michu. After checkout, I received an email saying only the tray was shipped—no explanation, no heads-up about the litter being delayed or possibly out of stock. A week passed, still no litter, so I emailed to ask. I was told at 7am they’d “look into it”—then radio silence for days.
I needed the litter urgently and had to order it elsewhere. I emailed again asking for a refund. No response.
Then, when I opened the tray, the bamboo lid I paid extra for was missing. I emailed again. On Monday, instead of acknowledging my refund request, they sent me a tracking number as if I’d never said anything. They also demanded photo proof of the missing lid—despite the fact that they forgot to pack it.
Still no response. No refund. No accountability. Incredibly poor service and disorganised warehouse handling. Never ordering again
Thank you for your feedback, and we’re very sorry to hear about your experience.
This is certainly not the standard we aim to provide, and we would like to properly investigate what has happened with your order, including the missing item and refund request.
Could you please provide your order number so we can look into this for you as a priority and assist in resolving the issue as soon as possible?
We appreciate your patience and the opportunity to make this right.
Take forever to respond to emails Don’t order through them unless you are 100% sure you want the product Good luck trying to cancel the item even 5 minutes after you have ordered it Cannot contact them by phone which seems rather unusual and [Content Removed]
Their delivery partner 'safe dropped' my order without my authorisation to do so - left the parcel at an area accessible to all public. Now the order has gone missing. When I contacted their customer service for a refund or a replacement, I did not hear back from them at all ever since. Extremly disappointing. They don't even have a google review page for their store so people actually have no convenient way to check out their service quality or share feedback for purchase experience. Had there been google reviews available, I could've dodged a bullet. It's not a respectable approach to build a buisness without providing platforms for public feedback.
Thank you for bringing this to our attention, and we’re very sorry to hear about your experience.
We understand how frustrating and disappointing this situation must be. While the parcel was handled by the courier and the “safe drop” decision was made outside of our control, we acknowledge that this has impacted your order and overall experience.
We have already arranged for a team member to reach out to you directly to investigate and assist in resolving this matter as quickly as possible.
Please accept our sincere apologies, and we appreciate your patience while we work through this with you.
Bad customer service and shipping – Shipping always takes over two weeks for them to actually send it. Customer service is terrible - really rude and blunt. Sent an email asking about cancelling a recurring order because you can’t do this on the website and their whole email response was “Cancelled.”. Used to order regularly but not anymore, no value for customers.
Thank you for your feedback — we’re really sorry to hear about your experience.
We apologise if our communication came across as abrupt or lacking in warmth. This is not the standard we aim to provide, and we acknowledge that our team training in this area has not been consistent. We will be reinforcing this internally to ensure a more considerate and helpful tone in all customer interactions.
Regarding shipping times, we understand the frustration and are continuously working to improve our processing and dispatch speed.
We appreciate your past support and are sorry we’ve let you down on this occasion.
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Thank you for your detailed feedback — we genuinely appreciate you taking the time to share your experience.
Firstly, we’re very sorry for the frustration caused during the process. Your order fell across the Christmas holiday period, during which our response times were unfortunately not at our usual standard. We understand how this would have added to your experience, and we appreciate your patience.
Regarding the delayed shipment, please note that we were in continuous communication with the courier provider in an effort to have the remaining parcels delivered to you as intended. We always aim for customers to receive their orders rather than proceed to refunds, and there was absolutely no intention to delay the outcome. Ultimately, even though the parcels were not recovered, we honoured the refund as promised.
We’re also sorry to hear about your experience with our communication — this is certainly not the standard we aim to uphold, and we will take this on board to improve.
Thank you as well for your kind words about our products — we truly value your support and feedback. If there’s anything further we can assist with in the future, we’d be more than happy to help.