PetCulture

Really annoyed – Three days ago I cancelled my dog's pet insurance as I had taken out a subscription with Pet Culture as they offer(ed!) amazing "Aussie Hazard Cover" for the things that I really ended for my pup with this subscription service. But one month in, they've decided to close the company and therefore withdrawing this insurance. My dog at 13 is now too… Read more

old to get pet insurance and living in brown snake country, I'm now exposed to thousands of dollars if she gets bitten. Surely weeks ago they knew they were in trouble and should have withdrawn this cover to new customers before just slamming the door on them.

Excellent customer service – I ordered prescription food for our pet. Due to a unique medical situation, I could no longer use it. Pet Culture went above and beyond when I requested an exchange or refund, even though it was outside their exchange period. It was the best example of customer service online that I have seen in a long time. +1 to Pet Culture - I will order from you again. Show reply

Great Service and pricing – Switched to PetCulture from another supplier due to poor supply. PetCulture have been great in that department. Many more orders to follow. Show reply

Great toys to entertain your fury babies – I bought a bobalot and a fury toy, well haven't given them the fury toy yet as it is a gift for one of my girls for her 12th birthday, but the bobalot, highly recommend it, have 3 fury babies, bought the smaller size, what great entertainment for them, trying to get the food out! Show reply

Cancelled auto ship but they sent it anyway – The website is hard to manoeuvre sometimes - I couldn’t work out how to bring forward an auto delivery as each product showed individually. So I created a new one for the 2 products I wanted then emailed to Cancel “all other auto ships”.. will try to attach emails as proof. Yes I was told all cancelled .. I did then get a reminder my auto ship… Read more

was shipping June 18.. ok I thought that’s my new auto ship.. but nooooooo, I got my new order PLUS my next auto ship.. emails back and forth.. I emailed as soon as the payment went out as I am living on a tight budget and less than $100 week after bills.. but I was told too late the order is made it cannot be cancelled!! I have been left with -$3 in my account plus I’ll get a $15 dishonor fee plus no money to buy groceries. As a single mum of 3 teens who’s just finished cancer treatment and now my retail hours cut it had left me in a terrible situation and they just don’t care. To return the product is my own cost and it’s a 30kg bag of dog food! I guess the dog eats well while the rest of us live on toast I will never use PetCulture again

Email thread attached

Zero to none customer service – Faced an absolute absence of customer service with those people - they do not answer their phone (it`s funny to listen their voicemail saying that their business hours are 9am - 5pm - but not even once I was able to hear a human voice answering my multiple phone calls). My original nice request to change the shipment priority status from express… Read more

to standard has turned into a massive frustration with zero customer service from PetCulture end. They have not done even one right thing to me in this situation. Also to mention - their website order status stays unchanged but any attempts to change the order in a few hrs after placing it were just ignored with an explanation like **Order status has progressed too far and not allowing any amendment.. They do not provide any tracking number for one simple reason - the order hasn`t been shipped - but lying to customers about the order status.. How difficult it was just to change delivery to be standard? - nooo, too hard for a business with no customer service available.. Stay away from them I say.

App not user friendly – Good service and value however when ordering products they automatically sign you up for auto delivery. The decision to reorder should be made by the consumer NOT Pet Culture.

Best for Nellie – Nellie maintain her enthusiasm for her breakfast and dinner of black hawk dry food. Her coat shines and her energy is wonderful. She was a very traumatised rescue dog six months ago. Her ribs and backbone stuck out and now she is perfect weight.

see how it will turn out in the future – After one delivery I could change the frequency but needed help to add an item. Change the site that one can do so without help. I'm looking forward to the next delivery and hope all will be in stock.

Overpriced shipping – Thought I would try out PetCulture. The petfood was reasonably priced till I got to shipping. It was over $20. If you are going to run an online business you should probably work on that. Most online businesses have free shipping over a certain amount (I was spending over $100). Needless to say I bought my food elsewhere.

Jacked the price for month two, still unaware I've received my first auto delivery! – After several bad experiences trying to buy my dog's worming tablets from sellers on other online platforms, I thought I've give PetCulture a go. Being backed by Woolies, I hoped I'd get access to reliable delivery and stable pricing. I was (initially) pleasantly surprised. Not only was the pricing for the tablets competitive, but I could setup… Read more

an automatic subscription based on whatever timing I wanted. I ordered my first delivery, then setup a 24 week delivery rotation, for 6 months of the tablets each time.

The initial (manually ordered) delivery arrived pretty much on time, which was great, and I was happy knowing I didn't have to go shopping to keep stock of these tablets when I ran out.

And then, around 20 or so weeks later, I got confirmation of my order for the first auto shipment. At around 150% of the original price! By the time I saw the email (I was away on holidays), it was too late, and they'd charged my PayPal for it.

Felt a lot like bait and switch to me, so, I immediately cancelled my auto shipments. A few days later, as expected, the delivery arrived. I got what I wanted, having paid a lot more than expected.

Funnily enough, a week later, PetCulture have opened a trouble ticket in their system, telling me the shipment's been delayed. I told them I already had it, but all they did was reply saying Australia Post tracking still said it hadn't been delivered.

¯\_(ツ)_/¯

Auto delivery on my dogs prescription cans – Ordered cans, itch creams, worming tablets and stuff. Had an issue with Aus post delivery and Petculture handled it wonderfully for me. Also helps to get extra everyday rewards points on my auto delivery. The delivery comes a day or two after payment comes out so very quick delivery! Also the boxes have instructions to turn them into cat castles and balls! Show reply

Out of pocket for an inactive auto-delivery payment – Have had a so called "Ghost" auto-delivery payment of $126 come out via my PayPal account for an auto-delivery that i deactivated 2 months prior. I sent screenshots of the inactive auto-delivery from my end, and the screenshots of my paypal receipt. I have contacted petculture via their contact us tab and via phone a number of times. Last contact… Read more

I was told it was in the hands of management. I have been patient and polite so far, but now reading other reviews this doesn't seem to be an isolated incident. In this day and age when people are struggling with the rising costs of living, I would expect a fairly prompt resolve when out of pocket large sums of money. I am very disappointed and very sorry I ever switched petfood providers. I would rather not write a review but since both myself and PayPal are awaiting a response, I would really like my money back that was incorrectly taken from my account

Dont have to remember dog food – Love this and love the fact I don’t have to remember to get dog food. You know what’s even better? That I get everyday woollies reward points Show reply

Super easy and convenient – Love getting my babies foods delivered to my door. So easy. And the membership perks are amazing. Ie vet on line and disaster cover. Hopefully I won’t need them but good to know they’re available to me if needed.

Exactly as Expected – Both products were exactly as expected and were posted out on the same day as ordered so they arrived super quick. Black Dog Pig Ear Strips Natural Dog Treats - Tilly loved these as a treat. As a pup she occasionally needs some time to rest and charge her batteries and these were perfect to allow her some quiet time. I will be getting them for her again. EzyDog SnakPak Black Dog Training Aid has made carry those training treats a breeze. Show reply

Don’t – Signed up for auto delivery. Product started out at $70 and a couple of months later later it got to $80 then 2 months later $90. No notification about price increases they just send the product out. Didn’t notice till I checked my credit card and seen the pricing. They didn’t care just pointed me to their terms and conditions and that they were… Read more

operating within Australian law ‍.

Oh and they are over $20 more expensive than their competitors.

Whilst they may be operating within the law it’s not good business practice. Anyway this customer has gone!

Their attitude – They have an adopt don’t shop attitude. I purchased my baby from a caring reputable Breeder. If you want to adopt, that’s fine, but you don’t push this on people.

…superb product!… – …the kitties have given their paw of approval ~ they have also whispered to let everyone know how they appreciate having been given this paw-some ingredient for their litter trays!… …great stuff, lasts for a good long while, smells good ~ and ~ the best part: when spent, can be popped into the garden to compost!!!… Show 2 replies

Petmas8 discount code wouldnt work – Petmas discount code wouldnt work, tried many times,even called and it couldnt be sorted,why have these members deals then not allow the code to work at checkout

I’m very happy with Pet Culture – It’s quick delivery & easy to order products but they have to stay more in line with online purchases. I would use them even more if they got the food more in line with other online stores Show reply

Great service and great products! – My very "high maintenance" ;-), cat loves it when she sees the box of food and other goodies she gets when I order from PetCulture! PetCulture definitely cares about pets and wants the best for them and us too as the last thing I need is having to go to the supermarket on a mission as had forgotten to order what "madam" wanted and needed! Show reply

Sir Legs-a-Lot is a favourite – Sir Legs-a-lot is a favourite toy for our dogs. They all took turns with the one but now we have several in the house... and outside! They wash up well in the washing machine, are very robust and fun to play with. We have both large and small Sir Legs-a-Lots and all are played with in equal measure......

6 month auto renewal with no reminders – In May, I purchased nexgard spectra for my dogs & to get the discount I put it on auto renew, I realised the price had gone up considerably so I logged in to cancel the auto renew, however this did not occur for some reason. Fast forward 6 months & I noticed $206.36 for 12 months of medium nexgard taken out of my account, I logged on straight away… Read more

to try to stop it from being sent but no response. I have asked for a freepost address to send it back & I’m still waiting. I’m concerned that there is no reminder sent so people at least have options to still receive the item or cancel it it’s been a week I’m still out of pocket for $206.36 & that’s a lot of money that I am unable to access on a product I don’t want or need.