“The worst, I followed the instructions to order my dog the collar. When the collar was delivered the name and phone number was covered by the plastic adjustment panel, so you could not see my dog's name and part of the phone. I asked for a refund or exchange but was offered only 20% off and I would still have to pay for postage. Waste of money, don't order here, find another company. The company also took forever to post the collar and didn't even let me know when it had been posted and also I had to write over 4 emails to get answers and use Facebook messenger.”
“Have been waiting over 5 weeks. I’ve had one reply saying I’ll get a shipping number at the beginning of the week, well that was over a week ago. Starting to think I’ve been had. Definitely don’t recommend.”
“Still waiting for my collar. It has been over 3 weeks. Tried ringing - no answer,tried emailing,tried messaging and finally got an email with a tracking number. The item still hasn’t moved with Australia post saying it is waiting to be picked up or waiting for processing - 5 days ago. Not Happy”
“Not good quality. It comes from China hence the 6 week wait for it. Poor embroidery. Poor customer service. They offered me a free collar in return for the bad one I got but given I would have to wait another 6 weeks I turned it down. Since then, numerous emails have gone unanswered so I could not get my money back. If you're looking for good quality collars etc that are actually made here in NSW and will be delivered promptly, go with Petcollars NOT Custompetcollars.!”
“I purchased two premium pet booster car seats for my two cats. The products arrived in a respectable time, but that's where the good experience ended. Nowhere in the instructions online (the product did not come with instructions) did it describe that you need to pass a strap around the seat to secure the box. That's fine, but I own a utility vehicle. Naturally, my cats weren't safe or comfortable swinging in a pet box as the vehicle moved along the road. I contacted Nicole at Custom Pet Collars to organise a return and refund of the unopened product and was told there is no refund policy.
Under Australian consumer law, the product has to be fit for purpose or the consumer can request a refund. Custom Pet Collars do not acknowledge this in any way.
I do not recommend making any purchase from Custom Pet Collars as they are an unprofessional company that appears to enjoy backyard operations.”
“I placed an order for a few products on 25th May 2022. I was really happy with the prices, so I took a chance and ordered from them for the first time. I received no notice of dispatch after a week, so I contacted the company to find out what was happening with my order. I received a reply stating that they send orders out in batches and because of customised items OTHER people had purchased, I would have to wait 2-4 weeks for delivery. I did not order any custom products, surely I should not be asked to wait while they serve other customers who did. After going back and forth via email, I was then told they hoped my order would be sent the following week. I replied saying that 2 to 3 weeks wait time for dispatch of a standard order of a few items was not really good enough. They then changed their story and told me that due to COVID related staff shortages, there had been a delay in sending out my order. If that was true, I would be OK with that, but if it had been true, they would have said that first; so honestly I did not believe that to be the case. Another 10 days went by and still I had heard nothing, so on the Monday morning I emailed again to find out where my order was. They told me my order was due to be dispatched that coming Friday - another 4 days away! I finally received confirmation that my order had been dispatched and received a tracking number on 16th June 2022 - so it took them 22 days just to send out my order! The products are OK, not great quality but good for the prices, but honestly I am not sure I would ever order from them again given the less than average customer service, the lies & misdirection, and the ludicrously slow dispatch times.
(I can recount all of this because I still have all the email correspondence. Everything in this review is true.)”
“Always believed this was an Australian company (I've ordered a few collars through them) until today when the order was delivered from Australia Post via Saicheng. I have asked the company and they still say everything is made in Australia -not impressed. I'd rather buy australian and really don't like being lied to.”
“Not a very good service, took over a month to arrive, half whipped off sticker on the buckle, string wrapped around it has damaged the collar - would not recommend”
“Ive been ordering these collars for many years and its always a horrid wait but this time topped the cake ordered on 21st Aug and finally arrived 4th October after many emails from me,did not offer a discount for next time and never contacted me at all to apologise for being over 5 weeks, I had to make numerous emails to them,did not feel they actually cared at all never again for me ebay will be fine from now on.”
“Should have checked TrustPilot before I ordered. The collar I ordered over a month ago still hasn't arrived and they are refusing to issue a refund. Unfortunate as I like to give people the benefit of the doubt but I keep getting the same response every time I email them. Avoid at all costs.”
“I ordered a collar for my daughters dog and it arrived yesterday. The quality was really good and lived the colour. The collar was a little small for the dog and this wonderful company are replacing it for me. Their service has been fantastic. I would recommend them to everyone.”
“I've ordered more than once, never again. Takes a very long time to arrive even when I stated they had a month and after that I would have left my address, and the details are not all correct. Hopeless to deal with. Extremely disappointed. Look for another company if you want any sort of customer service.”
“I ordered a dog collar which stated 2-4 weeks delivery.
After 3 weeks I called to check on delivery and was told that it has not yet been manufactured.
I call again after 5 weeks, 1 week past the maximum delivery time advised, and it still has not been manufactured as yet.
And was told I should receive a tracking number in the next week or 2, if it ever shows up at all.
There should be a law against companies advertising from Australia when an item is coming from overseas.
Now coming from China, with their call centre based in the Philippines, God only knows how long it will take.
It appears I'll need to take it up with PayPal.”
