Stefmar

This company gives unsolicited homicidal advice regarding pet care. I have no heard such shockingly false, harmful and lunatic advice about my guinea pigs care since the person who told me they eat sugar cane (which is highly toxic to them) when I got my 1st rescue GP a few years back. I am utterly alarmed at the fact they told me this yet… Read more

clearly don't know a single guinea pig breeder - let alone any top ones. And their advice is not just incredibly harmful to guinea pigs but to the majority of small pets that eat oaten hay.

They have absolutely no clue about appropriate care and will explicitly criticise you whilst giving you incredibly harmful and wrong information. It is one thing to say: I don't know about the best care for your pet. BUT to criticise pet owners with FALSE and HARMFUL info is utterly atrocious and disgusting!!

DO NOT TRUST THIS BUSINESS IF YOU LOVE ANIMALS!!! All evidenced in the attached images.

I've bought from this online store for over 10 years, however it's been 2 weeks and multiple attempts to organise a return on an unopened item and no response to all attempts to contact them. The physical store says they have nothing to do with them. No phone number to call the online store. Moral of the story, cheapest isn't always best and make… Read more

sure you use a site such as ebay with a complaint procedure, don't use their website directly. Also, use afterpay or zip pay which has a complaint procedure which, if they don't respond as in my case will ensure you get a refund. I've had issues before where I've immediately (literally seconds) after placing an order realised there was an error or wanted to modify and they will not respond to queries and just ship as is. Not worth the few dollars saved unless you never make any mistakes or wish to communicate with a seller for any reason, and lowest price and shipping speed are your only criteria. I wouldn't be having this issue if I hadn't mistakenly ordered the incorrect item (and they're fine if you don't need to contact them), but it's not acceptable to not be able to contact the seller. Cross your fingers and hope you (or they) never make a mistake with your order I suppose.

You can also see there is no response here to any of the complaints so care factor seems to be zero.

Well you can't complain about service .... as there isn't any !! Tried to order a product but no matter what, the order will not complete. Have triple checked all my info etc and still wont work. Emailed Stefmar and like others no reply. Will order from another pet store now. Obviously check reviews on Stefmar before ordering ... then find another capable store to order from !!

Always great service – I have shopped with stefmar for a long time never had issues never had to contact them everything arrived promptly I really like the place

Great range of products – I’m a regular customer to stefmar and I’ve had great experiences with all the girls there,they are lovely and very helpful when I need help Show details

Fast delivery, great prices! – I don't know who they are or where they are but I've been ordering Royal Canin Cat Ragdoll 10kg for my cats for five years now. I always get a good price and it arrives 48-72 hours after ordering. My cats only eat this dry food. Don't know why but they love it. Thanks guys.

Unresponsive Customer Service and Poor Accountability – I placed an order with Stefmar Pet Care's online store and paid extra for Express Post to ensure quick delivery for my pet's food. Unfortunately, Australia Post lost the parcel. I tried contacting Stefmar multiple times through phone, their web form, and email, but I received no response despite repeated attempts. When I visited the physical… Read more

store for help, I was told they couldn’t assist me because online orders are "not their responsibility." It's been over two weeks, and my pet still doesn’t have their food.

The lack of communication and accountability is incredibly frustrating, especially when dealing with time-sensitive orders for pet supplies. I expected much better service and responsiveness. I cannot recommend their online service based on this experience.

Dishonest and slow - avoid – Slowest shipping ever - took over 6 weeks to arrive and Stefmar was hopeless when I contacted them to see where the product was. Then when the finally product arrived it was missing half the item in the product photos. Stefmar claimed there was a problem with my computer and it was magically showing me the wrong photos, even after I sent them… Read more

screenshots showing my purchase details. They refused to send the missing items I had already paid for. And subsequently updated their online shop to show the correct photos. Dishonest.

Fraudulent behaviour – Terrible experience with this firm. Took my money, no invoice/receipt issued. Said they emailed me to a business address, no emails at that address from them. Then they said goods were out of stock and expect delivery on the 1st August. No goods arrived. Waited until 7th August still no goods. Thankfully paid via Paypal and have just received… Read more

notification of refund after I escalated the case with them. Beware! Seem cheap but everything's cheap if they take your money in exchange for zilch!

Once was a great store – I used to buy all my pet needs from Stefmar, as they had a great range and their prices were good. But now, the customer service is terrible. It made me wonder if they now use an overseas call centre or have changed owners. I have moved on to better pet suppliers.

Refused to refund an out-of-date product, terrible customer service – Purchased a bag of timothy hay blend - a premium product - for my aging, special-needs guinea pigs. The bag Stefmar sent was 6 months out-of-date - brown, dry, dusty, and hard. I have purchased the same brand of hay from other suppliers for >10 years and have never once had an issue. I emailed Stefmar and was given a condescending excuses about… Read more

"freshest by" (versus "best before") dates and harvesting practices, and incorrect advice about "rehydrating" the hay by soaking it. The importer does not recommend soaking the hay, and I have never had to soak the other hundreds of kilos of hay I've bought over the years. When I requested a refund, I was told to pay for return postage. So $61 hay went straight on my compost heap.

Failed delivery – Placed an order and tracking says that my order has now been with courier for past 6 days, trying to get any response as to what's happening and typically no reply from stefmar won't ever be placing another order with them. Advise that everyone give this company a miss

Non delivery of order – I ordered the Rosehip for K9 as I have a 13 year old retriever. Order was confirmed and I received an email on 24/12 at 13:41 stating that product had been delivered 24/12 at 18:54. Red flag!! Math does not make sense. Needless to say I have never received goods; no proof of delivery offered despite many requests. Would not purchase from this store again.

Dont waste your time with Stefmar online. Rude and full of lies – Once were great but now terrible. Tried through Ebay but they refunded money for an invalid tracking number. Stefmar responded by saying it was an invalid address which is completely false. No issues ever with other sellers. They have an excuse for all negative feedback but now ive found a better alternative which delivers with in 48hrs and free for i always spend a considerable amount with my extended family. Dogs, fish and birds.

Disappointing Response to online order error – I purchased online and made an error by not requesting the low fat version of the Prescription Diet Food I usually purchase from Stefmar. I did not realise my error until I cut the plastic sheeting covering the order down the centre and they would not replace or refund this purchase. I am not quite as clever on the computer as most and the low… Read more

fat version is the same colouring as the normal version (only shows ‘low fat’ if you look carefully which I didn’t). I now have $100 worth of dog food which I can’t use. Thankfully our wonderful vet will take it off our hands and replace it with what my dog can have. Because of Stefmar’s inflexible approach I will never buy another item from them again.

Bad management – Used to be an employee for a very short time. The owner was rude, dismissive and couldn't be bothered to properly train me. Made me feel incompetent when he was too lazy to properly demonstrate how to do anything and never gave me the space to learn. Had unrealistic expectations and no concept of people skills. Coworkers were okay to work with but never going back there again. Show details

Blatant rip off – Returned 2 x 200mls packs and charged $21.00 for a return to sender with aus post. ebay bodge job protecting their sellers. Here comes fair trading. Better still ill drive over there and see what they say before i turn the place upside down lmao.

Do not deal with stefmar – Did not receive the product ordered and paid for. Will not refund my money, dishonest and untrustworthy. Stay away from STEFMAR. Total mongrels to deal with, now lodging a complaint with Dept of Fair Trading.

extremely poor customer service – I purchased something from the ebay store and had it returned due to the item being faulty. They refused a refund as I have opened the box and removed the seal. Comical. The feedback on ebay was removed as it seems ebay protects their power seller revenue cash cows, apparently the wording "extremely rude" was defamatory to the seller.

Never received the paid for items! Stay away from this company! – We ordered 2 x boxes of the Blackmores Osteocare Paws chews. Received one only. Called and they said "we had dispatch issue affected many customers, sorry" Promised to deliver box but it never arrived. Rang yesterday and they told us to take it up with Amazon and manager refused to discuss the issue over the phone. He ([name removed]) was heard in the background saying: "Tell them I'm unavailable".

Stefmar stuffs up your order and you pay – I've been a loyal customer for years but no more. They incorrectly fill out your order and take your money. Give you promises of fixing the situation but don't do anything. They follow the no care and no responsibility customer service policy. They wear you out and you give up. What a shamozzle!!! My ragdoll has become a ragedoll now because she couldn't get her food.

Great product and great service – These guys are great, we use them all the time. The product range is really good and the price are competitive. I recommend them.

No prices on items charged more instore – Look online at prices and always get charged more instore. What is with that? Seems something Dodgy is going on here.

Out of date products, Poor knowlege & Bad advice @ Narellan store – Shame I had to give one star to post, Rather rate minus. Despite being advised 3 times, they have been selling out of date Rabbit treats for at least the last 12 months. All the same batch & use by dates. They pretend to be surprised every time I mention it! Then they offer to sell to you at cost price. Also witnessed a new snake owner being given… Read more

absolutely wrong information on care & sold unsuitable products. Amongst other errors, they were trying to sell her a tank suitable for terrestrial (ground dwelling) snakes, She had a Arboreal (tree climbing) snake. Had to speak to her outside and tell her, or her very expensive snake would have died from captivity stress within 6 months.

Also She was given the wrong info on lighting and heat temps. Advised her to go to Macarthur pets where they are truly experts in their own departments & know what they are talking about. They also don't know how to keep meal worms, selling ones that are either dead or in their pupal or beetle stage indicating being kept on the shelf for at least 3 weeks at an incorrect temperature. When queried they argued that pisces (supplier) had advised them to store this way! B.S. All other Pet shops refrigerate @ 5 degrees to slow metabolism down. Amazes me, these sort of people wonder why business is slow/bad = Bankrupt! They have no idea & should not be operating a pet shop. Wrote a letter of complaint to Stefmar a year ago about other issues & they responded with a condescending & arrogant reply & really couldn't care less, They seem to have no knowledge either. Only go there rarely when meal worms are in shortage as when other stores are dry, they will have some when your really, really desperate!!

Worst & fraudulent – Truly fraudulent, worst company you can deal with. They sent me a damaged product & refused to give me a refund. I'm currently in the middle of dispute with this crazy company. I'll never let them go away with this.

Very happy customer – Happy customer for past 3 years. The office staff couldn't be more helpful and their prices for what I buy are always very competitive. Their packaging hasn't always been the best, but the last order I received was beautifully packed. Will stay with them unless their prices increase.

Overall very user friendly – Made email enquiry on a product I wanted to purchase and found the team very efficient and helpful. Pricing is competitive. Ordering and tracking was easy and I received my order within 3 days. I noticed that I forgot to order another item and made the second order, just as efficient. Definitely will buy from them again.

Send free samples and charged full price – Ordered 1 x 6 pack frontline cat drops, received 6 boxes free samples, not for resale, it’s illegal to sell a free sample, have contacted them in relation to this matter, no response

They used to be good – Terrible customer service. I was a loyal customer for over 3 years and they sent me food which was almost at its expiry date. They then wouldnt accept it back. This is after lying about how quickly they turnover their food. Stay well away. They even charge you more when you shop direct at their stores even though its the same product.

Excellent Communication and Service – I found Stefmar doing a search for Vet's All Natural Oats for my pups'. They were by far the cheapest I have seen anywhere. I couldn't help but see a few negative experiences, well let me just say, I placed my order on 4/4/17 PM and received them 7/4/17 AM (Regional Victoria) - with email updates every step of the way. One very happy shopper! Thanks Stefmar Petcare.

Couldn't be happier – Excellent, fast service. Always have what I need. Prices compare well with any other pet food seller in Sydney. Queries answered promptly.

Really aggressive servivce – I was abused by a fat lady whilst shopping there, she may have been the boss, really awful service.

Great service – I've never had a problem ordering from them , their prices are cheap and their courier is quick & efficient