I ordered cat food and a collar Friday afternoon. It shipped Monday and received Tuesday. Iam pleased by how fast it was and it was also well packaged. No Problems.
Stafford store - Terrific product knowledge and helpful
I would like to thank Maxine and Suzanne at the Stafford store they are just the best. Their product knowledge is terrific and as I have a very sick dog, they have been a wonderful help with their compassion, support and suggestions. They are always helpful and happy and will always go the extra mile to check on product information if needed. Although I drive past a number of other pet stores, I would not go anywhere else. They have also been a wonderful support to both the dog rescue I support and the animals during the fires. They are wonderful and a real asset to the company.
Lousy courier service
Ordered delivery to the front door but had to pick up from Postoffice which is 15 km away. I Will not order from them again!
Still waiting for my products
I paid by PayPal for Ziwi Pack food for my dogs on Wed. 15th and waited for the order and tracking number. By 17th I phone customer service and was told I would receive an email afternoon with both tracking number and order number which I didn't get. Will be phoning them on Monday and if I dont get both I will go to PayPal and ACCC and put in a complaint. With so many complaints about this company I dont understand how they could be still in business. If I had look up the review here I wouldn't have made an order. P.S. You can not blame COVID-19 virus on this as I have has sent and received parcels interstate and had no problems.
Placed order for raw pet food online and because of Corvid-19 they were out of stock, understandable with so many people panic buying. Was told the website doesn't keep up with orders well and they were actually selling stock they didn't even have. Blamed the online software which I thought was odd. Waited then suddenly I see an email a couple of weeks later saying order cancelled and amount refunded. Rang the warehouse, in Altona Vic and spoke to somebody about it. They said they couldn't get any ETA from the company, Prime 100, since they ...weren't answering any phone calls or emails and they presumed they had shut down completely and no staff were even there. After the call I looked up Prime 100's on Google and tried their phone number. A lovely lady answered and seemed quite puzzled because they were all still there and they had no record of any contact from My Pet Warehouse. She was further puzzled when I told her the information I had was that the stock was sold out Australia wide, My Pet Warehouse told me they had checked this, another reason they couldn't get stock in. Turns out they had product but were waiting on specific plastic bags they use in packaging but only for their 2kg fresh raw product. The 800g packs were all in stock though. She directed me to a local pet store that had the item in stock and was getting another delivery in two days time. They looked this up on their system with no problems and helpfully gave me the number for the store and the name of the owner if I decided to ring. Rang the independent store and was truly impressed with their friendliness, knowledge and willingness to go above and beyond to help me fill the order. I found all this information out by using Google for 5mins. A big Australia wide store like My pet Warehouse should be upset by their inability to handle online orders properly and embarrassed by their staff being totally wrong in both the information they give about a supplier and their total failure to be able to even contact the supplier of a product that, according to them, heaps of people were after. Prime 100 have not changed their details, My Pet Warehouse it seems just couldn't find them so they told untruths about why and more disturbingly, lies about one of their suppliers products. Epic fail My Pet warehouse.
- Online store
- Verified customer
Customer service non-existent
Purchased 2 reptile lights in Dec19. Turned out one was faulty. Contacted them twice. No reply... just an eerie silence. Although reasonably priced, it's not so when you have to take into account the duds you buy. No matter where I shop, I expect some level of customer service. Very disappointing :(
Recall of dog food / contact impossible
I have used my pet warehouse online for some years sadly No more I received an email and txt 15th January about the Blackhawk recall I have since emailed and called countless times and No one has ever got back to me or ever retuned my phone calls Very Poor indeed !!!!!!!
Not really click & collect
My first experience with my pet warehouse, although reasonably priced I’m extremely disappointed in their click/collect service. I use this service a lot, from other pet stores to liquor shops etc and always 1-2 hours pick up. Cannot see anywhere on website that state’s next day delivery to your store of choice. My store of choice says IN STOCK !!!. Now I have drive another 15 kilometres tomorrow to pick up what they have in stock, ridiculous.
Rather pay $10 more locally.
Refused refund faulty food
Refused to refund applaws kitten food that was faulty. It smelled off and the consistency was cluggy. Last time this happened we were told to bring it back and refund, yet refused this time. Shocking!!
Out of stock
Sold out of stock full price item. I can buy this item in the shops everyday. There is no excuse for not being able to supply this item. It's a supplement that my dog needs for his stomach and have had to purchase again through a reliable retailer as I am still waiting. UPDATE.. still showing as In Stock on Web site 10 days later and unable still to give any ETA. Refund requested and dropping rewiew to lowest level.
- Online store
- Verified customer
Customer service goes above & beyond!
Had some (user) generated issues with my order & some very odd Australia Post tracking issues. The customer service rep responded to every query promptly with helpful information & updates right through to delivery.
Fantastic customer service and prompt delivery.
After a shocking experience with another online pet store I was so happy to find My Pet Warehouse polite, professional and very reliable on all levels. Obviously they put customers first.
2.5 weeks to receive my items - dont waste your time buying from these muppets. From their Facebook its clear they only respond to compliments and never to complaints about slow delivery
Pet Crate - Customer Service
I unpacked the Pet Crate into the garage when returning home only to find 2 screws missing. Contacted store a few days later only to encounter an arrogant non-customer service person (emphasis on non). She advised that maybe I was mistaken and the missing screws were empty cable tie holes, I was already aware of this hence my call. Call ensued and the person insisted that I must bring the product back into the store for inspection so these can be replaced. Advised this is difficult and it was the responsibility of the store to inspect the items...prior to sale as it was one whole item. As a customer I was not expecting the store to do much more than rectify the issue by mailing out a replacement part. Non-customer service person advised that it was the customers responsibility to inspect the item was in working order, strange I know that as the purchaser I was legally responsible for its working order. Call was not going anywhere as I may as well have been speaking to a monkey as they made about as much sense. I will go into the store and return the item as defective and demand a refund. Will pick up a second hand carrier for 50% of the cost from Marketplace. Stores like this wonder why they are not making any money and go out of business, it all the online shoppers fault. Same old story ! Maybe if these stores focused more on customers and treating them like customers and not idiots they would survive, assume this store will not last another 2 years if less
Customer service for online is non-existent
I placed an order for my dogs food online on the 11 November, I received an email the next day advising that there was a larger than number of orders during the sale and there would be a delay.
No further communication for the next 7 days, which isn't really acceptable. When I emailed "customer service" I got an impersonal email saying that the 2pm rule for the cut off didn't apply to sales and it hadn't been picked yet. That was it, so despite waiting over 7 days for the food to be delivered all I got was an email saying it hadn't left yet. N...
Half my order was missing, Customer service no help, 2+ weeks later and no refund or answers!
I bought some items on sale at the start of November. Two days later, I received an email saying half of my items were out of stock and would be dispatched once they were back in stock within a few days. A week later, I hadn't heard anything more about my order. Then a few days after that, I received ANOTHER email saying the same items were still out of stock and would be dispatched once they were back in stock within a few days. Um...ok?? I called the customer service line to ask what was going on with my order, and was fobbed off and told to ...wait until the weekend was over because they'd had a large number of orders recently (seems to be a common excuse, based on the comments here!) So I stupidly waited. Then on Tuesday morning, I STILL hadn't heard anything about my order being dispatched, so I called the customer service line AGAIN and was told to wait AGAIN because the items I'd bought were extremely popular during their weekend 'Pet Frenzy' sale and were now out of stock. I'm sorry what?? I made my order over a week BEFORE that sale, and now I have to wait until THOSE orders have been dispatched first! I asked for a refund and was fobbed off again and told that only one staff member can do refunds and they weren't working that day. When I called again the next morning, surprise surprise nobody knew anything about my refund and passed the buck onto yet another staff member who knew nothing about my order/calls at all. This is the worst online shopping experience I have ever had!
Don't buy from My Pet Warehouse if you are not prepared to wait and wait
I have placed an online order some 9 days ago now and still it has not been dispatched. I rang some 4 days ago only to be advised by their 'customer service' that they had been busy and the order should be dispatched today. Guess what it has still not been dispatched as I have just received an email from them to advise that an item is out of stock and for me to reply asap as not to delay dispatch - They must be kidding - I will NEVER buy from them again.
"same day dispatch if ordered before 2pm" is a lie. I ordered dog sunscreen over a week ago and it still has not been shipped and yes, it said it was in stock. Never again.
Super fast shipping
I love ordering online from My Pet Warehouse in Melbourne (I don't like their store staff at Fitzroy, always unhelpful and grumpy). Ordering online is easy, great prices, super fast next day shipping and they call me if there will be a delay.
Have now brought from their online store and they exceed my expectations each time, had an issue with my last order I contacted them and they express post my replacement
Highly recommend to everyone....
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