“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.”
“Be careful when you order from Pet Circle. They tell untruths about delivery dates and keep stretching the delivery date. I've been waiting over two weeks now.”
“Please DO NOT order from Pet CirclePlease do not order with Pet Circle as l had several bad experiences with them. They once sent me dry food with worms and then delivered the food again to the wrong address after l had contacted them twice to change the address. My puppy had no food as they told me that l had to wait 72 hours for an update from the currier. I had to go to the grocery shop to get dry food and my puppy got sick as he has to follow a specific dry food. Just disgusting”
“Do yourself and your pet a favour and shop elsewhere. Checkout promised delivery in 1-3 business days….day 4 and my order hasn’t even been packed for dispatch.”
“I have ordered a few times to get cat products. When I could order over the phone and talk to a real person I was satisfied with the service I received. Since this service has been cancelled I have ordered on line and had trouble with my password, getting a new one, then trying to activate a coupon which would not work. AND NOW FOR LIVE CHAT. what a joke that was. one hour wasted. Now searching for a new company that cares about their customers and not just profit.”
“I was offered a $20 discount coupon for my first order. But when I ordered it Pet Circle said it did not apply to this order. And if I want to discuss it to contact them via chat 7 days a week. When I clicked on the chat I got no response.
If this is the service I get before I even purchase why should I trust them.
I have cancelled my order.”
“The Pet Circle team, have delivered all I needed to support my 3 Burmese cats over the years. They would advise you in advance of any supply issues (out of their control), and they ensured your order was sent ASAP. Their customer service staff are very attentive. Only last week I received a hand written sympathy card for the loss of our Milly, from the team, which was just beautiful. To the Pet Circle Team.............thank-you!”
“Has gone downhill recently, have a standing auto delivery for dog food so I don't run out, yet this delivery will take a week from order to delivery, which makes the scheduled auto delivery pointless, and the warehouse is only 40km from my address. Customer service tell me I cannot cancel the order as it was ready for dispatch, yet the website indicates it hasn't even been picked and packed, I pushed and they agreed to cancel the order then 7 hours later I am notified that my order has now been picked and is scheduled for dispatch !!!”
“Placed an order and accidentally ordered one of the items twice. Contacted via live chat first thing the next day. Was informed by automated answer the items had been packed and couldn't be amended. Previously they had a call centre to phone now only automated live chat. I checked the status of my order and packed but not sent. What has happened to customer service. Not happy.”
“Disgraceful service by their delivery contractors. There is an issue with the service EVERY SINGLE TIME I order something. I have my workplace days and times in my address. Either it's delivered out of hours to my workplace, so they throw it over the fence and its damaged (once almost broke our gate automator). Or they deliver after we've closed so they take it back and don't advise me, then I have to contact pet circle to see where my delivery is. Then have to wait another week for it. Deliver part of my order and told the other part will turn"whenever." Last two times I've waited a week only for the tracking to update with "damaged goods." HOW??? It's BS, I reckon they've turned up after hours so use this BS excuse. I get offered store credit as compensation by petcircle, but when I order to use it, I go through this BS again. So now today after waiting all week I'll have NO prescription dry food for my dog and have to source it elsewhere over the weekend. Now I'm stressed again. I got refunded but I'm technically not compensated cos they won't pay out the store credit. I would never recommend petcircle to anyone until they change their delivery contractor.”
“Great service from pet circle. The prices are great, I ordered on Wednesday, and order delivered Friday. Updated each step.
Will use pet circle again.”
“Absolutely terrible service - order was placed 8th October and still hasn’t arrived. Tried contacting customer service only to be answered by ai giving me the tracking number again - don’t order, at this rate your pet will starve!”
“Delivery service is not acceptable these days with orders taking 2-3 weeks to be delivered so constantly running out of food despite trying to order well in advance. They also don’t communicate there will be a delay or keep you updated throughout.”
“**Customer Review for Pet Circle**
I have been a loyal customer of Pet Circle for the past three years, but my experience over the last year has been increasingly disappointing. While I used to receive my deliveries within 3-4 days, the delays have now become much longer, with little to no communication from the company. It’s frustrating to have to follow up on my own, especially when payments are processed immediately, but there is no urgency in fulfilling the orders.
I've also had trouble reaching customer support. The phone number provided no longer works, and the live chat is unhelpful—often dodging my questions instead of providing real solutions. Recently, I ordered express shipping because my cat ran out of food, yet I still had to buy food elsewhere while waiting for my $200+ order to arrive.
The excuses for “warehouse delays” and “system issues” have been ongoing for more than a year now, and nothing seems to change. To make things worse, I requested to speak with a manager, was promised a response within 24 hours, and am still waiting for that response.
My suggestion to Pet Circle is to hire more support staff and managers who can address these recurring problems and communicate better with customers.
Unfortunately, it feels like loyal customers are being treated as just numbers and dollar signs rather than valued clients.”
