Vebo Pet Supplies

I have no issue leaving glowing reviews for businesses that provide exceptional products and customer service. Likewise, I believe businesses that provide poor advice, poor support, and products that fail to meet reasonable expectations should also be reviewed honestly and publicly. What makes this experience particularly frustrating is that the initial interactions were excellent. The first phone call was warm, professional, reassuring, and knowledgeable. I explained very clearly at the outset that I had just lost my mother, that I was grieving heavily, and that I did not trust myself to make decisions properly because my brain simply was not functioning at full capacity. I specifically asked for their expert guidance, explained that I needed them to tell me exactly which products I needed for my setup, and requested that they provide me with a quote accordingly.

That is precisely what they did — and that is why I trusted them enough to spend close to $1,000.

Unfortunately, once the sale was secured, the level of support declined dramatically.

Communication became unnecessarily difficult and, frankly, exhausting. Despite repeatedly explaining that I am autistic and communicate far more effectively by phone than through fragmented written messages, I was continually pushed into text communication instead. Trying to troubleshoot multiple product failures while caring for a litter of puppies was already stressful enough, but doing so while grieving the recent loss of my mother made the experience profoundly overwhelming.

The more serious issue, however, is the misinformation surrounding the products themselves.

I did not independently choose these products based on browsing a website. I specifically sought professional guidance regarding my setup, washing machine requirements, and which whelping box would be most suitable for my litter. I was explicitly directed to purchase the 1200 non-slip ProFleece with rubber backing, along with the recommended whelping setup. I relied on that advice completely.

At no stage was I informed that the bedding may need to be cut down before being safely washed in a domestic front-loader. Had that information been disclosed, I would never have purchased that size or configuration.

I followed the washing instructions provided to the letter. The bedding was used and cleaned exactly as directed.

The LG front-loader washing machine in question was only around four months old, worth close to $2,000, and had never experienced a single issue prior to washing the vet bedding I was specifically advised would be suitable for it. It is now damaged.

That is not a minor inconvenience. Most people do not have the financial luxury of replacing near-new appliances because they were given incomplete or unsuitable advice at the point of sale.

The problems did not stop there.

The puppies are capable of physically shifting the whelping box across the room simply by jumping against the sides, which raises serious concerns regarding stability and suitability — particularly given I specifically sought advice about which setup would be safest and most appropriate. The absorbent mats underneath the bedding — specifically designed to remain secure and protect flooring — began shedding the anti-slip grip dots off the backing. While replacements were eventually sent, it took repeated follow-up and far more effort than should reasonably be required.

And this morning, I woke to find puppies had escaped the whelping box entirely, with faeces throughout the room.

At this point, I have lost confidence not only in the products themselves, but in the integrity of the advice and support surrounding them.

Under Australian Consumer Law, consumers are entitled to products that are fit for purpose and consistent with the representations made at the time of sale. In my experience, neither standard has been met here.

I do not want more exhausting text exchanges or further deflection. I expect all unsuitable products to either be replaced with genuinely appropriate alternatives or refunded in full, with collection arranged by the company. I also expect meaningful compensation toward the damage caused to my near-new washing machine after relying on the explicit advice I was given.

A business does not earn trust simply by being pleasant during the sales process. Trust is earned by standing behind your advice, your products, and your customers when things go wrong. In this case, that trust has been completely eroded.