Dissapointing. Do not price match.
I went to the store (>20 kms away fr home) trying to price match, but the store refused to price match with petstock's sale price.
Just wasting my time.
Do not recommend.
I even can go to petbarn near my home to match the sale price of items in mypetwarehouse easily. Maybe this will be my last time trying to purchase in mypetwarehouse.
Free shipping speedy delivery
Great service with speedy delivery.. I have been buying from them for a few years now and living outside Sydney metropolitan with a dog with gastro issues and can only have prescription food it is a necessity to order online so the free postage helps keep prices at a minimum. Communication is excellent as there can be issues with availability of certain goods but in saying that my order is always delivered within the scheduled week which is fantastic for country deliveries.
I ordered a few things from the website for my dog on Sunday, by Tuesday it was received! I also received a bag of lollies for myself for being a good owner! With the package also came a welcome letter and a voucher! I feel very well looked after and the products were in good condition! Will be ordering off here again.
Thank you guys!
Excellent products and service
Love the range of products , love the great prices , (and the speacial touches knowing who packed my order ) very happy
- Online store
- Verified customer
On Sunday 22/10 I placed an order, I assumed wrongly that by Monday or Tuesday at the latest I'd receive a confirmation that my item is on its way (pretty standard if you shop online) ... Instead, I receive an email around 11pm on Tuesday saying that "we wanted to let you know there might be a slight delay getting your order to you. Please allow us a little extra time processing your order."... Firstly this should've been stated on the website loud and clear BEFORE they took my money.
I sent an email back demanding an ETA and all they could t...
Great Products & Prompt Service.
Thanks Leon for packing my pets goodies & for including a "little surprise" for "the pet owner".
Great service and knowledge
Went to the Murrumbeena store earlier this week and cannot be more satisfied with my experience! The staffs were extremely knowledgeable and gave me plenty of advices and recommendations. The prices are affordable compared to other large pet store chains. With the pleasant service received, think I will be buying from My Pet Warehouse from now on :)
Appalling treatment by staff! Do not buy vet food here!
I went into your south Melbourne store a few weeks back with the intention of picking up my online order for Hills Science Diet vet food. I was under the impression that if I bought it before 2pm I would be able to pick it up in the afternoon after I finish work (as I have always done for years). But when I went into your store the blue-green haired girl at the counter told me I would not be able to pick up my order for at least 24 hours because it could take that long to process my order. I explained that wasn't possible for me because I only ...work in the city on certain days and it would be another week before I could come pick up my cat's VERY IMPORTANT food. She didn't seem to care and basically just shrugged her shoulders and told me those are the rules. Nothing on your website indicates that there has been a rule change regarding prescription vet food! Even after I explained that my sick cat would not have any food for the next week, I was told if I needed the food that desperately then the 'easiest' thing to do would be go to the nearest vet and purchase some there!! I am beyond furious about this! My poor cat went four days without his food and developed an even more serious case of bladder crystals in the meantime. I had PAID for a product and yet your staff did not allow me to take something I had already PAID for!! I will be taking this further and also contacting Hills about the way you treat customers who buy their brand.
- My Pet Warehouse
- Verified customer
Number 1 for customer service
Had issues with my order but it was handled very well by Damien. The company was apologetic about the issues with the clearance sale but their proactive approach clearly shows that they care about both their customers and their reputation. I'm a very happy customer will continue to purchase from MPW.
Best Customer Service
I went to My Pet Warehouse in Osborne Park today - by far the most information i have EVER received about feeding my puppy. Josh went through the brands and answered any questions that I had. I feel that i walked out armed with knowledge on how to better feed my Labrador so she will live a long and happy life!
Guarantee i wont be going to any normal pet shops in the future.
- Physical store
- Verified customer
Nightmare Parking at Stafford Store! - STAY SAFE
My Pet Warehouse markets their business as a bulk pet store warehouse, (yes it's even in the name). I went to the Stafford store today to buy a 20kg bag of chook pellets and two bales of straw. I knew I was picking up some heavy and bulky items so I parked at the back as I have previously. *- Note parking out the front is unbelievably dangerous as you have to either stop on busy Grange/Webster Rd and reverse in or drive front ways and reverse into Grange/Webster Rd traffic.
SO I park at the rear and walk into the bulk store to pick up my bul...k goods. There is no barrier stopping me from entering the store from the rear carpark and I have previously. The service was non existent, (to be expected) and after finding my products I took photos of the stock codes and paid. * - Note if you don't photograph or write down the stock code they can never find the products in their system and payment takes for ever. Nobody offers to help me load the heavy and bulky items into the car so I carry the 20kg bag on my shoulder. HOWEVER a chain barrier has now appeared blocking me from getting out. I ask what the barrier is for and is it safe for me to get to my car? The young lady informs me I can go out that way on this occasion but I cannot use the rear entrance Monday to Friday. This is all news to me and incredulous I ask her if she thinks it's safe for customers to use the dangerous Grange/Webster Rd entrance. She just did not care. I am writing this to prevent accidents. Do not shop at My Pet Warehouse - Stafford. There is no safe access to the store for you or your vehicle.
Problem = sorted
Read below for the problems I experienced on my third time ordering. The company was very proactive in fixing the problems I experienced and followed everything up with me. My faith is restored and I will order from them again. My Pet Warehouse care about their customer and their business. Their NSW orders have experienced some hiccups but they are sorting them out.
I've ordered three times now. I order online. The last two times a couple of items that were in-stock when I ordered, weren't. On my last order, I received a call to tell ...me that one item wasn't in stock and they'd refund if I wanted it shipped (good customer service). I received the order which was missing a bag of cat food. After calling about the missing cat food and the answering machine telling me to call back later as nobody was available to take my call, I got somebody who organised for the bag of cat food to be sent. I'm still awaiting the refund for the item I was advised wasn't in stock. I had high expectations but am disappointed.
They Awsome and FAST and VERY Competitively Priced
I love My Pet Warehouse. Not only have they made 3 transactions as easy as can be, they delivered quickly, all the items I ordered, no issues AND bonus, they sent lollies too! They've won my business. I would also like to thank the packers, Charlie and a few others (sorry cannot remember the 2 previous orders they were male packers). My delivery comes to RURAL Australia we are on a farm and it always arrives undamaged and packed adequately. Thanks again My Pet Warehouse , THE LOLLIES RULE :-) Mrs Mandy Jellison , Windeyer NSW 2850
Don't even know their own stock levels
Bought a toy on sale(showing heaps in stock) then added a few extra things to get the free shipping as you do, get a email back saying they have no stock and got refunded rather than offering a substitute, then also get asked to change a flavour of a treat, same thing no stock(website still showing 70 in stock!) so in the end I've got a bunch of stuff I didn't originally want! (And still haven't received over a week later)
Please delete this review. All was sorted after a phone call or 2 and I received my item. Thanks again.
- Online store
- Verified customer
Clearance sale debacle
Ordered a Snooza D1000 dog bed from the clearance sale on July 14th. Then my order status remained on "Processing" and I heard nothing about delivery. On the 21st, I received an automated email with a survey asking about whether my purchase went well. Still had not received any updates either via email or my account on MPW. Logged a web form enquiry that same day, received a reply from a MPW Customer Support rep the following day stating that the DC store in Melbourne was out of stock of the product but they managed to secure the stock from the...Perth DC and it would be leaving them on Monday 24th with express post. I was very happy about that. Thrilled. On Monday I eagerly awaited notification that my order had left Perth and would make its way down to Melbourne to me. Then just before 4:30pm on Monday, I got an email from MPW, but not the one I had been waiting for. This one from another Customer Support rep told me that my "refund request" has been processed for the item which I had ordered. Here's suggestion #1 from me: Please do not word your refund email like *I* was the one who has requested the refund and you're doing me a favour. I was shocked to read that email. Suggestion #2: Include an explanation as to why I was getting a refund instead of the product I had ordered. I'm sure that poorly constructed email just confused and annoyed your customers. I had to chase up and ask why it was refunded even though I had written confirmation from the 21st which said that there was stock and that it would be coming to me via express post. Got a reply saying that stock on hand was incorrect and they were unable to secure the stock for me. That explanation should've been in the original refund email instead of me needing to ask for it. Icing on the cake? I received another survey email on the 26th asking how my recent purchase of the dog bed went. Suggestion #3: Please ensure these automated emails are not sent to disgruntled customers who were stuffed around, because you're just adding salt to the wound. I've had good experiences purchasing from MPW previously. And to their credit, my refund has been processed and I can see the credit on my credit card. And there was an apology email from [name removed] (and Taxi) regarding this whole clearance sale debacle. It's just a pity because based on this experience, I don't think I will order online from MPW in the future (and online is where I buy most of my pet stuff). That Snooza bed was a great deal from MPW and it was meant to be a 2nd birthday present for my dog Archer. Now I need to go elsewhere to purchase it. Lastly, I sincerely hope that I will not be sent a third survey email asking about my recent purchase of this dog bed that Archer and I most certainly did not receive.
- Online store
- Verified customer
I am very impressed with how this company has dealt with some of the issues arising out of the recent online clearance sale, it has demonstrated a focus on customer satisfaction and improving the MPW online shopping experience through better inventory management. The customer service manager (Damien) I spoke to was excellent and resolved the issues I had with my order quickly and efficiently. I was a new customer to MPW and did not expect the level of personalised service I received so well done to the MPW customer service team.
Don't waste your time or money
Worst customer experience ever! Ordered 10 days ago and asked for an ETA. Received no communication whatsoever. Next thing i know, i receive an email stating that they have processed my refund request despite the fact that i did not ask for a refund. I just want what i ordered. Would never purchase from here again
Will not deal with again, unhappy customer.
Very disappointed with this company. Bought a cat wheel on special, they had 2 in stock when I bought it and offered free delivery in Australia. 2 days later I get an email saying they processed my request for a refund, which I never requested. They no longer had the item and unless I chose to come and collect it from Melbourne they could not help me. Do not advertise something and then retract it claiming you no longer have it!
My pet warehouse online are fantastic, I have brought from them quite a few times and never had any problems - I once had a minor product issue and it was fixed in seconds.
My pooch Dexter is a very happy shopper and told me he will continue to shop online with my pet warehouse for his k9 needs.
A special mention to Lucy Durham that was helping me out via email!
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