Petso Pty Ltd Avis 32

Delivery was quick to WA and customer service awesome. Accidentally received the wrong colour and they got back to me on the same day sending out the product in the correct colour again.

They took a long time for delivery and the shipment is missing item. 1 ordered has been split to delivery in different shipment. From Sydney to Melbourne but took more than a week to arrive. The tracking doesn’t work. They also sent me a wrong update said the item has been delivered while it’s not. I’m so disappointed. I’m trying to contact them, hopefully can sort this out.

I've been using Petso for a couple of years. They have a great selection of products that you can't get anywhere else, and I've been able to increase the variety of food my extremely fussy cats eat. For this reason, I shop with them almost every fortnight.

They have a very drop-shipping site style of pricing, which is to put a ridiculous price on every single product and then "slash it", to bloat the appearance of the discount. While they certainly can be cheaper on a lot of things, don't be fooled by this and still always shop around.

I have cancelled an order once, and needed customer service once. Their customer service exists, and it isn't terrible, but it's as though they're always surprised to have to give customer service, and so it's an awkward experience. None of the people I've spoken to speak English as a first language, so the clarification process - them repeating back to you what you've said and you repeating that's what you've said, is tedious and worrisome that we aren't going to get to the bottom of anything correctly, but better that than them not trying to get it right.

They barely have a palatability guarantee, and all return shipping is at the cost of the customer. Bigger shops pay for return shipping or tell you to keep the food that's unpalatable to pets. This is a big downside for me, because I do try new products almost every time I buy. Having said that, Petso offers single servings of most wet cat foods, unlike most other sites I use, where vastly fewer foods are offered in singles. It makes the poor palatability guarantee easier to swallow because I don't have to buy entire boxes of food to try it.

The absolute worst thing about Petso by far is their abysmal shipping times. I've waited over two weeks at times. They pack slowly - often they won't even pack for five days or more - and then I'll get an email saying Aramax has picked the parcel up, but I won't see the parcel for another seven days, so something doesn't add up in the process there. Aramax doesn't take that long to deliver to me on any other occasion, ever. I have just taken money from another budgeted area, to buy food intended for the next order I would make in a week, because I'm still waiting on the order I made eight days ago. This way, I should have the next order in about two weeks, which would be a week after I would usually order. It's ridiculous that I have to do this, and I'd abandon this store altogether if they didn't have very specific things my cats actually will eat, which no other pet shop has. You cannot rely on this store to get your parcel delivered in anything remotely considered a timely manner. Their shipping guidelines do say delivery is 5-11 days, and I can guarantee you, think 11 to 15 days as standard. It's not good enough. It must be one person in the warehouse packing because they're too cheap to hire more much needed staff.

In conclusion, only because they do sell unique items, do I continue to shop here, because the postage time is very much a frustrating issue that causes me to have to shop elsewhere in between orders a lot - outside of my budget. Most fortnights I also shop at another pet shop as well, to get other staples my cats eat, but the Petso stuff is always so far behind it causes issues having enough food for the cats. Every other online store I shop with - and there are a lot - ships within three days maximum. If Petso can't manage 11 days most times, then they will never grow their business to potential, because they refuse to get the basics right.

I really don't recommend Petso, because they're so frustrating and their pricing practices are dodgy, but if you have really fussy cats then they are pretty much the only store with anything different to offer to other stores.

Like this place. Has everything I need for my pet.

Terrible carrier service for delivery; and when package was lost, was declined a refund. A shame as if they had shown interest in their customer, they’d have kept a long term customer !

Website delivery terms and conditions states that order will be dispatched within 48 hours of receipt. It has been more than 10 days from the order date and I am yet to receive any updates!

Have zero care for customers. Shipping is terrible- they ship out whenever they feel for it, if it’s 2 weeks later they don’t really care. No notification about out of stock or delays- they just quietly disappear unless you alarm.. Like food is not needed - let’s just delay and hold customers money for as long as they can handle.. Rude customer phone support as well. So I say - not worth it..

Recently discovered PETSO and gave them a try. Very happy with the service so far. Delivery was very quick. Products great thanks

For those cheapskates like me that like to compare prices and buy from the cheapest, dont do it. I normally purchase from Pet Circle and sometimes budget, Pet Circle in particular is a touch dearer though the delivery is far quicker and customer service is better. I recently bought from Petso, it's the Meals for Mutts and Meows brand, previously the pets have loved the stuff, though this time they won't touch the stuff. I contacted Petso regarding the quality issues and the concerns on the recalls they have had, they cant do anything because the product has been opened. I expected a more proactive response, I should of known given the adage 'you get what you pay for'. Worth a double consideration if you plan on using this site.

Discovered this website recently and was amazed at the prices compared to my usual online pet store. Put in an order on Tuesday night with various individual tins of cat food as well as some trays. I received my delivery on the Thursday of the same week with all of the items I ordered.

After buying the last dry food they were advertising I was emailed to say it was out of stock. When I asked any question they didn't answer it just responded by asking if I want a refund or exchange (no apology). Also prior to this I asked if they could match a competitors price ( they were out of stock) and would order every 5 weeks were told they don't match others if out of stock. I believe the customer service (Liz) comes across very rude. Wouldn't buy from them.

It arrived in good time but the items inside the box where in bad shape due to the fact they hadn’t used packing material to protect the glass bottles?? Good job nothing was a gift! Products were dirty but otherwise ok. Price was great. Please pad products sent with heavy and fragile items in the same box!

I purchased the PetKit Pura X Automatic Litter Box for close to $600. Despite saying that this item was in stock, after not hearing anything for a week, I contacted them and was advised they were awaiting stock. Okay. Annoying but it is what it is. I finally received a notification that the item had ‘shipped’ but no tracking was available. I waited a few days and contacted them again via Facebook. The item actually hadn’t shipped. I was told they were waiting to have their delivery person deliver the item. I was told it would come on a particular day. I waited at home all day and the item never arrived. When I contacted Petso again, I was met with the same generic response of them being sorry my expectations had not been met.
Despite the price of the item (around $100 cheaper than other places) I have requested that the order be cancelled. There is absolutely no transparency with ordering and shipping and it’s not worth the time and energy spent in trying to simply get what I ordered sent to me. Shop elsewhere.

Edit: to add: this item was finally delivered after 7pm on Easter Sunday with absolutely no warning. I was not home and had to have someone come over to move it inside. Absolutely wild.

Pet Online shoppers, please beware, not sure if I am just unlucky as there are good reviews before me, but this has been the Worse experience ever in my life. Although office lady Gabby was nice but this office is in Malaysia and warehouse is in Sydney. My order was placed on 17/02/22, did not receive order till 28/03/22 which is 5.5 weeks later. And I had to make do with without what I originally ordered. Here is small summary as too much transpired to put in full. 17/2 made order, 28/2 wrote asked where my order is, found out it was overlooked, 8/3 received order but only received 2 out of 48 cans of cat food I ordered so 46 cans missing so had to email them again. 10/3 advised they made error, but will resend. 14/3 they apologise and said they will also send SMALL GIFT for my stress. 17/3 contacted them again as still no confirmation they are sending. 18/3 they advised out of stock and if I like replacement eg. different flavour. I advised yes please. 21/3 Petso replied said they will wait see if their colleague agrees to this. 25/3 Received confirmation they have dispatched. 28th March 2022 finally received all the cans I am owed but NO SMALL GIFT as Gabby said she will send. I have a chain of 24 emails to back this up as evidence so the above is just a summary of what nightmare I have been through just by ordering Cat food online. Im from Melbourne!!

Very happy thank you. A+++ Petso is great to deal with, great price but I wish there was another way for freight because Australia Post is useless - it took nearly 10 days to get here!

Order still says order placed. So extremely disappointed in the service.

12kg bag was great price. Love the healthy everyday pets range and our dogs have only ever had this brand. Took a long time to deliver. Weeks before I received it. But will make sure I order well before I run out next time.

Poor turn around. My cat ran out of food which left me having to go to the pet shop anyway. Would not buy from you again. Delivery took far to long and communication was poor