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....
Naomi... amazing customer service
Naomi from pet warehouse Coburg is fantastic. Great knowledge and customer service. Second time I have needed advice and guidance and Naomi has had excellent knowledge to assist me in choosing the right product for our kitten. Thank you
I wasn't expecting that!
I was very surprised when my order from My Pet Warehouse arrived the following day. Enclosed with my order was a quality free sample that I will actually use. Pricing and service couldn't be better, thanks!
- Online store
- Verified customer
‘If you want shipping for nothing thats what happens’ told incorrect info.
Ordered on 21st. june, 2019. Not arrived by Friday 28th. June, 2019.
Rang the company and I am told, ‘ if you want something posted for nothing, what is it 8.5 kg, thats what happens’
29th. June, order received on Saturday, of which I had already advised Damian from mypetwarehouse that my vet has now advised me to change to the Hills ZD.
I was told by Damian that it would be a simple process to return to sender with no costs incurred by me.
Unfortunately this information is not accurate once again, as after lugging to my local post office it would cost me $28.60 to return.
I am in Adelaide and unfortunately there are no mypetwarehouse stores here.
Cheap, friendly and fast! Gave me a little goodie bag too! Really so sweet. Unfortunately no stores located in my area but shipping was incredibly fast and items were at such good prices! My betta fish is gonna be one happy man :)
I was able to get my dog food on sale at a great price, and shipping was free. Saved me a drive and the bags arrived at my door. No complaints!
The physical store itself, has a good selection of foods and toys, and the staff are always really helpful.
terrible staff in fitzroy
staff hardly recognised my partner, myself or our dog when we first entered the store. Wasn't asked once if we'd like assistance and didn't speak to us at all when we checked out our items. wouldn't recommend this specific 'mypetwarehouse' to anyone due to the unapproachable, unhelpful, impolite staff.
- Online store
- Verified customer
Great service and selection, and free shipping to regional areas
My Pet Warehouse has an extensive selection of dog food and toys, including my dog's favourite SavourLife, which is not stocked locally.
Living in regional north Qld, it's great to have "free shipping", esp when most online pet stores only ship free to metro areas.
All orders have been delivered quickly and accurately.
My Pet Warehouse Online - a life saver for someone who lives in rural NSW
I live in central west rural NSW and I do not have access to pet stores that can provide me with the things I need for my pets. If I wish to travel an hour and a half I can go to a Petbarn store, but even then they do not have everything I need - and I need a lot as I have multiple pets of different species. I also have a dog with special dietary needs and have needed access to super premium foods (which you cannot get where I live) and vet diets for her which are significantly cheaper online with MPW. I can pretty much get everything I need on...line from MPW. I am super greatful that the shipping is free when spending over $50 which is super easy to do with multiple pets. Sometimes the shipping is fast, sometimes its slow which is not MPW fault as they usually ship out my order on the same day as ordering. The only thing I've encountered that I haven't liked is; if an item or two is out of stock in my order, it usually takes a few days for them to contact me about this, and the rest of the order is not shipped in this time. I would love to visit a MPW physical store but that is only a dream as the actual closest store is a 6 hr drive away. Maybe one day! Thanks MPW for helping me out as I'm locationally and distanced disadvantaged.
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