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My Pet Warehouse
Online store, Physical store- 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 :(
1 comment
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JooMid North Coast, NSW
- 2 reviews
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 !!!!!!!
2 comments
AlanaMy Pet Warehouse
Hi Joo,
Our customer service team have contacted the majority of customers affected by the Black Hawk recall from January, so if you're still awaiting contact I'd be more than willing to pass on your... Read more
contact details directly to the management within that team as a matter of urgency.My name is not Joo ? I have Not been replied to after many emails nor had any calls returned
Contact email jlinc007@hotmail thank you
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RussGreater Melbourne (Metropolitan), VIC
- 3 reviews
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.
2 comments
AlanaMy Pet Warehouse
Hi Russ,
Thanks for bringing this to our attention - we're currently right in the middle of re-evaluating our Click and Collect service so we'll submit some requests for changes on our website and lo... Read more
ok at ways to improve the service using feedback like this.Thanks for listening Alana. Not sure why staff at branches cannot just give you what you have ordered if in stock. its very time consuming as a customer.We order click/collect as a quick option.
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RNN
- 2 reviews
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!!
1 comment
AlanaMy Pet Warehouse
Hi RNN,
Thanks for letting us know about your experience in our St Peters store. Could you please email support@mypetwarehouse.com.au and let them know the time and day specifically you visited the s... Read more
tore so we can identify who you spoke with in our team and follow up.Similar opinion? Write a review on ProductReview.com.au!
Davidw
- 2 reviews
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.
1 comment
AlanaMy Pet Warehouse
Hi Davidw,
If you could let our team know the item you're referring to and which store you tried to purchase from / or if you've placed an online order, they can assist you further. Email them at sup... Read more
port@mypetwarehouse.com.au as they're best equipped to arrange a solution.Similar opinion? Write a review on ProductReview.com.au!
DanSouth East Queensland, QLD
- 3 reviews
- 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.
1 comment
AlanaMy Pet Warehouse
Thanks for sharing your feedback Dan, we're happy to hear the team could help out
MPW Alana
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taylorVictoria
- 12 reviews
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.
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Sllllooooowwww Delivery
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
1 comment
AlanaMy Pet Warehouse
Hi Minc,
Thanks for your feedback surrounding the matter. Unfortunately we did experience some delays surrounding our most recent sale due to the demand. We apologise for the inconvenience... Read more
If you do have an existing complaint with our team do let us know through support@mypetwarehouse.com.au as they'll be addressed formally through here and not Facebook. Thanks MPW TeamSimilar opinion? Write a review on ProductReview.com.au!
Matthew SmallGreater Melbourne (Inner), VIC
- 2 reviews
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...Read more
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 lessSimilar opinion? Write a review on ProductReview.com.au!
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KirstyGreater Melbourne (Metropolitan), VIC
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...Read more
3 comments
AlanaMy Pet Warehouse
Hello Kirsty,
Unfortunately we did experience some delays during our most recent sale, we appreciate your patience.... Read more
Has this been resolved and have you received the follow up you were after? Please contact support@mypetwarehouse.com.au if not as our team will be able to assist you better through a personalised channel and not product review. Cheers and thanks again for taking the time to let us know about your experience.Hi Alana,
As per my review i spoke to your "support" team, and told them everything. All they said was a generic "sorry for your inconvenience" and no actual help. This has been the most response i ... Read more
have received so clearly they won't be able to help me better.AlanaMy Pet Warehouse
Ok I appreciate the follow up Kirsty,
I've passed on this comment and your experience to our management.
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Blakemoo908Greater Melbourne (Outer), VIC
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 ...Read more
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!2 comments
AlanaMy Pet Warehouse
Hi Blakemoo908
We've already passed on this feedback to upper management in regards to the handling of your order. Thanks so much for letting us know about this.... Read more
I do implore you to contact support@mypetwarehouse.com.au if you have any additional feedback as you'll be able to get a more personalised response than here on ProductReview. We appreciate your patience.I've already contacted your so-called "support" and have received nothing but generic automated emails from them, so I don't see how I'll receive any sort of personalized response 2 months after I ma... Read more
de my order. Still no refund, missing items, or even a phone call/email to apologize have been received. Your company is a joke.Similar opinion? Write a review on ProductReview.com.au!
aj001304Illawarra, NSW
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.
3 comments
AlanaMy Pet Warehouse
Hi aj001304,
Thanks for letting us know about your experience. I'm sorry to hear it's taken way longer than normal to dispatch your items. ... Read more
We were not expecting the popularity of our Pet Frenzy sale last week, so as a result there's been an influx of orders that our team are working rapidly to get out. I do encourage you to reply to the email our team sent you in regards to the stock as we can arrange a refund or alternative item for you. Really appreciate your feedback and patience at this time. We are taking everything on board to improve in future online sales. MPW AlanaI have finally received delivery today some 10 days since purchase even though the heading on your emails state "Same day dispatch for order placed before 2pm weekdays". I replied to the notification ... Read more
email yesterday regarding the 1 out of stock item and requested a refund. Today I discover there are 3 items not supplied and I had not been notified of the other 2. I had to ring My Pet Warehouse to be advised that these items are on back order even though I was not given an option to wait. I have now requested an IMMEDIATE refund for the 3 items not supplied. It has been a long time since I have received such poor customer service from an online retailer. Beware all that proceed with an order from this disorganised business!!!!!I am now waiting for a refund for the three items not supplied in my order . Despite a customer service representative of My Pet Warehouse advising me yesterday that I would receive an email before t... Read more
he end of the day advising that a refund for the missing items was processed. They continue with their appalling customer service!!!Similar opinion? Write a review on ProductReview.com.au!
unhappy
"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.
1 comment
AlanaMy Pet Warehouse
Hi jaz,
Thanks for taking the time to let us know about your experience. We've been inundated with orders from our popular Pet Frenzy sale so I'm really sorry to say we've come across some unexpected delays as a result. ... Read more
Our Customer Care team would be interested in discussing how we can fix this situation for you - please email support@mypetwarehouse.com.au MPW AlanaSimilar opinion? Write a review on ProductReview.com.au!
LauraDGreater Melbourne (Metropolitan), VIC
- 9 reviews
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.
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adamWide Bay-Burnett, QLD
- 14 reviews
Fantastic
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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Jody W.Greater Melbourne (Metropolitan), VIC
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
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OnceBittenSouth East Queensland, QLD
- 6 reviews
- 2 likes
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!
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care
- 2 reviews
- 1 like
- 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.
...Read more
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Mya B.Central Highlands and Goldfields, VIC
So sweet!
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 :)
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PaulPerth, WA
- 11 reviews
- 3 likes
Great Experience
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.
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Questions & Answers
Debra C.asked
do you sell loose flavored dog biscuits cheese or meat
No answers
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AlanaMy Pet Warehouse
Hi Jasmine,
Especially considering this was an enquiry from December, I'd like to follow up with the Customer Service manager - can you please pass on your weborder number, mobile or email so we can follow up? ... Read more
MPW Alana