Reviewer Photos & Videos
Attempted rip off
I placed an online order which took an excessively long time to be processed. When I called and asked about I was advised they had received large number of orders and therefore there was a delay. Eventually my order arrived, however one item was missing. A check of the website showed item was packed and shipped. Attempted to call on three occasions and after 20 minutes on hold you are told there is no one available to talk to you. So an email was sent. Received a response stating item was out of stock and a refund would be processed. Refund wil...l be processed in 5 - 7 business days ??? Not sure why. Emailed back asking how it can state the item has been packed and shipped when they did not have stock. Have not received a response. Asked why it will be so long for refund to be processed. Have not seen a response. Customer service from this company is disgusting. DO YOURSELF A FAVOUR AND SHOP ELSEWHERE, MY FIRST AND LAST ORDER.
Arrived today only 4 working days after ordering, I was very impressed how fast it was. Perfect house my chihuahua, sizing and measurements is accurate but he cushion at the bottom is really soft and thick so super comfy for my chi. I can highly recommend.
Excellent Online Shopping Experience
I ordered 2 dog jackets from Pet House and the whole online experience was excellent. The jackets were dispatched the next business day and I received the jackets within 3 business days of placing the order. I will definitely be using Pet House going forward for all of my pet supplies.
Paid for item was not delivered, no response from customer service
Order a $70.00 item on the 11th April which was registered with Aus post a week later after on the 17th, understand there are delays due to covid19 and was happy to wait a week or two. Since then 17th confirmation there has been no update. I emailed PetHouse on the 27th, 20 days after the order was made and after 5 business days, no response was received. Lodged a lost item form with Aus Post who advised the parcel was delivered to my LPO. LPO have confirmed no parcel was received and confirmed the parcel has not been progressed from the registration on 17th April. Aus Post closed my case as resolved. Emailed PetHouse again and no response.
- Verified customer
I placed an order 31st March 2020. I got notification that the order had been shipped 2nd April 2020 however I did't received notification from AustPost till 14th April that my delivery was on its way. So something is amiss here. Now here it is 23rd of April and I still have no order. I got notification from AustPost this morning saying it's coming today however I'm not hopeful considering it's been close to a month since I placed the order and the tracking still shows it's in Victoria. I've lodged 2 queries as to where my orders at over th...e past few weeks and just get some generic response saying that due to the popularity of recent sales bla bla bla "we will aim to respond back to you within 5 business days". Well the first query I lodged on 7th April. No response as yet an it's the 23rd April. First and last time shopping here.
Ordered dog chews on the 4th april still not physically in mail now 20th april
Purchased dog chews on the 4th april, checked on the 16th april and this company lodges a track number with australia post and not physically in the mail.
So got a response on the 17th saying that will be 8-12 days with auspost delivery
BUT item still hasnt been physically shipped. Terrible service
I need these for a diabetic dog. And we are now out of stock so i am lodging a claim now after reading all these terrible reviews and will buy elsewhere
- Verified customer
Received my first and last order it was full of worms? And webs, the company offered me a refund or replacement I said I’m happy with a replacement they then ignored me completely and never done a refund or replacement they are still ignoring my emails and social media messages. This has been happening 24/03
Feel Satisfied & Happy with the service
I have been regular purchasing my rabbits hay and pellets. I feel contented & feel very happy with the service. They never fail us and customer service is very helpful on the phone and assisted me very well.
Keep up the good work guys and always feel great with the great service and support. My rabbits are even happier with the products I purchase :)
Good service, good product
I placed my order, and then read the reviews afterwards... I was very concerned to say the least, but it was too late to cancel. I ordered a bag of kibble on Thursday and it was shipped on Monday, there was a note saying there will be a slight delay due to Covid-19, this is happening with all pet suppliers, not just Pet house.
I received my order on time, and the bag had over a year left on it's expiry date, the bag and box was in good condition, and clean. I also had no issues calling them, my call was answered fairly quickly.
I have now been waiting a week for my order to be dispatched, this is ridiculous. One item is a gift for my son's birthday which will now be missed. I'm not at all happy.
The other item is for my kitten, which I have one more day left of food for her. Been on hold to the phone number for 30mins and still waiting, have also emailed but states 5 working day to reply. I will not be using this store again.
Received bulk bag of premium cat food which was almost expired.
Ordered online largest bag of premium cat food. Was delivered sealed in a box, however bag itself was filthy!!! & food was due to expire in a week. Sent email & photo proof of expiry date straight away (after cleaning bag with disinfectant), however after reading other reviews of bad or non responsive service, decided to call. No answer, just forever waiting on hold.
I am now out of pocket, stuck with bulk bag of food I cannot open since there is no way it will be used within a week and also need to restock urgently while this company has my money & will not answer calls.
Waiting waiting waiting slowest delivery possible
Ordered 07/03 as delivery date on website over other companies was 13/03 .....Australia post only have just received tracking no other information......if a delivery time frame is given when making a purchase that’s what I expect , will not bother purchasing ever again from here .
I ordered a Orhopedic Mattress for my dog on the 15-2-20, my beautiful little dog passed away on the 17th-2-20. I received the item and contacted Pethouse about returning the item. I spoke with Thory who went above and beyond with his service... not only offering to refund the purchase but also to cover the postage of this rather large item. He showed genuine understanding and offered his condolences to me as well as being efficient. Thank you so much Thory, you have made this difficult time for us a little less stressful . Mary.
I had a problem with purchasing a couple of items from pet house Chloe the nice lady from customer service went out of her way to resolve it I am 110% satisfied Chloe deserves a pay rise thank you again Chloe I will be shopping from pet house many more times in the future all because of Chloe's outstanding service cheers thanks again. SCOTT good luck with your Oscar
Do not shop here
I am absolutely disgusted with the way this company handles itself and I will NEVER be shopping here EVER again. I made an order for dry dog biscuits on Friday. It is now Wednesday evening and they still haven’t been shipped and no order update has been provided. I have 2x greyhounds at home who both have a specialised diet and now I have no idea what I’m going to feed them tomorrow because their special grain free biscuits STILL haven’t arrived... but you want to know what really takes the cake? I call your help hotline at 16:20 and after bein...g on hold for 20min I was hung up on and when I called back it went straight to the answering machine which said I had called outside of business hours which were “0900-1730” it was 1640!!!! Absolutely disgraceful a lot of our greyhound friends buy their food from this site safe to say after this I’ll be telling them all to go to pet stock.
No communication and Extremely Slow Service and Dispatch Time
Pet house took 11 business days (2 weeks) just to dispatch my order without telling me that half of what I purchased online was out of stock. It took me emailing them first to even get a shipping confirmation or for them to let me know that they were out of stock of what I ordered and paid for 2 weeks prior. I waited 6 business days to even get an email response. Have requested a refund as I still haven’t received my order 3 weeks later, see that they redirected my shipment back to their warehouse without processing a refund or letting me know. No communication and extremely slow service.
I feel happy that my email follow up was replied by Paul promptly and Jules packed my products well + organized. I am very happy with the customer service and efficient support I received. This made my rabbits so happy to get their products. Thank you and keep up the good work guys, to make customers always feel grateful and will definitely purchase more of my products from this store.
Very bad service, dirty products sent
I have ordered 5 times from Pet house online & 4 of those times my products have been posted in a very dirty condition, twice they sent outdated dog food, I can only think their warehouse must be in a dreadful state for products to have grime all over them, even fabric dog toys are filthy!
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.