“Didn't have a great "online" chat with a "human" as they say. was very frustrated that the person on the end wasn't actually reading what I was telling them. in the end I asked to have a manager call me. I then spoke to Emily, via Phone call who was wonderful and sorted my issue immediately, she also acknowledged that the chat was not actioned correctly, and she said it would be addressed. I took of one star for the frustration but gave 4 for Emily”
“Pet circle started off as an incredible business with great service and delivery.
Something has changed and now it is absolutely shocking.
DO NOT PURCHASE HERE.
My order did not get delivered twice even though I was waiting for 1 month, 2 packages with hundreds of dollars of stock went missing with the courier, I wasted so much time following up via emails and the live chat which take so long to get a response for.
In the end I’ve given up and will never ever shop there again.
In the meantime my dog ran out of food and cleaning products.
Experience has been shocking! What happened to this company?!”
“I absolutely have no problems with pet circle. My fur baby has since been unable to eat soft food anymore (she's 10 years old) very upset tummy with Runny poop for 3 weeks. So I jumped on to pet circle and ordered Royal Canin for digestive issues and bingo it work and my girl is back to her normal pooping. Thank you guys and delivery was quick.”
“Not looking good so far as the supposed tracking details just say 'Received by facility' several times, without saying *which* facility. Also there is no liaison with Australia Post, which every bona fide seller has - so you should get an email from Australia Post confirming that they have received the item. Hope I don't have to inform my credit card company that I need to cancel this transaction.”
“Same story as below ... total indifference to customer service. Delivery driver claimed he could not leave my order at the front door of my house - it was 'unsafe'. Only problem is my front door is not visible from the street and there is an instruction on my account to leave goods in yard, accessible by gate five feet from front door - but moreover, I was at home and nobody came to the door, which I can see from my office. Their customer service is awful ... some rot about the responder's dog etc, not addressing my issue at all. They did not refund the full amount of money ... like others, I was a long-term customer but now I am seething - it's one thing to make a mistake, but failing to acknowledge the mistake and then penalising the customer for it is utterly incomprehensible customer service.”
“What has happened? I have been a long term customer who enjoyed almost next day delivery! That’s definitely changed!!
The significant delays without any idea of delivery, when I only live one hour up the road is ridiculous! Customer service is poor with little knowledge of anything! And little regard for their delivery service.
I’m told it’s being processed, so I can’t get a refund, yet they can’t tell me when my package will be delivered either!! I won’t be ordering from them again!”
“My first order for dog food never came at all, they lost it.
They sent me a replacement with an invoice showing it was"free" yet it was paid for weeks earlier. They finally sent me another bag but it was broken and stuck together with packing tape.”
“So disappointed with Pet Circle these days. Every single order is delayed significantly so I feel like it’s not even worth ordering, I’d rather just go to a physical pet store like Pet Barn and price march.”
“Long time customer. Pet circle used to be very prompt, almost next day delivery. Now, the whole process can take weeks. The tracking details are not updated and the 'chat' service is unhelpful.
I do not recommend Pet Circle”
“The way Pet Circle are dealing with flood impacted community members is terrible. I ordered cat and dog food the Monday before cyclone. 9 days later I have 1 days food left. I got flooded in, my local produce store got flooded, and stocks are low in the area. I have no additional money and this company can't tell me when my food will arrive. Only other option is a refund that will take 3 to 5 days to clear. And automated responses on chat that dont answer your questions is poor customer service. What are they supposed to eat until then? I won't be purchasing regular food items that are relied on from them again.”
“Bought a dog muzzle from here and it literally fell apart in 3 days. It was the right size and fitted properly, the material was just awful quality.
Tried to contact them for a refund and was ignored. Going to lodge a dispute with my bank instead.
Of course they can still find time to blow up my inbox with their annoying marketing emails though.
Go elsewhere, spend a bit of extra money and get something of proper quality, don’t waste your money here. The poor man pays twice, as they say.”
“Prices are a little bit cheaper than other stores but the service is so poor it’s not worth it. Used to arrive within 3 days now my orders are sitting for over a week without being packed, let alone being delivered. No communication. The delivery ETA when purchasing still says 3 days. No improvement when I’ve had to follow up. I won’t use again.”
“No communication as to when delivery would be apart from a 4 day window - Mon to Thurs. When parcel worth $150 was delivered by their own delivery driver, a box approx. 15cm x 25 cm was put in our small letterbox located near footpath with lid left up for anyone passing by to help themselves to because the driver was too lazy to walk up a few stairs to ring a door bell and put it beside our front door. All captured on camera. Won't be ordering from Pet Circle again.”
“No communication as to when delivery would be apart from a 4 day window - Mon to Thurs. When parcel worth $150 was delivered by their own delivery driver, a box approx. 15cm x 25 cm was put in our small letterbox located near footpath with lid left up for anyone passing by to help themselves to because the driver was too lazy to walk up a few stairs to ring a door bell and put it beside our front door. All captured on camera. Won't be ordering from Pet Circle again.”
“Continually being told Order is on its way via emails and sms, but goods seldom arrive as planned, in fact they turn up 3-5 days late. Calling your staff has no real satisfaction as you're treated as an idiot for making the enquiry or complaining. Finally cancelled my last order, will never use this mob ever again. Neighbour has also had the same issue.”
“Ive ordered food for my dogs for a long time and they have always been great at customer service. My dog recently passed away and they not only refunded me for the food that was unopened, which they didnt even ask me to send it back (other companies did), but they took the time to write a personal card to us to give condolences for our loss. It meant a lot to us.
We sometimes ordered food that wasnt pallatable or was wrong for our dogs and they always offered solutions to help, mostly to allow us to return it for free. Food also is delivered faster than anyone else. I would sometimes order very late and needed it quickly, so I would always go to Pet Circle first for this. Their pricing is almost always better than others.
They're a great company that shows a lot of empathy to their customers.”
