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Took my long-haired dog in for grooming at the local store and left really upset with how it went. I was very clear that I wanted to keep the hair long, especially around the face, and I specifically said not to trim the facial area. But when I picked up my dog, the face had been cut and the trim was uneven, completely different from what I asked for. There's no excuse for not listening to those instructions. My dog wasn't injured, thankfully, but I was really frustrated. Groomers need to pay better attention to what owners are asking for, especially when it comes to hair length and style, and make sure they're on the same page. Hoping they get better at this so other people don't have the same problem.

I've been coming to this location for both regular shopping and vet services for over 17 years. I've brought my beautiful Ragdoll cat here countless times throughout all those years. It's incredibly hard, but I recently had to say goodbye to my companion due to health problems. Just days after losing her, I got a really thoughtful sympathy card and flowers from the staff at this location. I can't thank them enough for that kindness. The vets and entire team have been absolutely wonderful the whole time I've had my cat, helping her live a long and healthy life. To anyone in the greater area, I highly recommend this location without any hesitation. The care they show is genuinely special.

Went to pick up quality dry food for my dogs at the store. These pets are important family members. They had a 20 kg Australian brand on promotion, so I grabbed that plus some matching treats. The male staff member was great, but things went downhill from there. First issue, the kibble looked like crushed cardboard and smelled nothing like proper dog food. All three of my dogs refused to eat it, and my Lab will eat almost anything. Weeks later I brought it back to return it, and the response was unwelcoming. A senior employee immediately got defensive when I said I wanted to return dog food. She started acting like I was complaining just to complain. When I asked for a refund, she insisted the bag couldn't have been opened. I pointed out how else would I know it was bad? She gave me a smug look and said their policy doesn't include any taste guarantee. I asked if that applies to everything they sell. Never got an answer, never got my money back. I'm stuck with over $70 worth of something I can't even throw at my garbage bin, plus the time I wasted.

Bought a product that just wasn't the right fit for what I needed, but that was actually the manufacturer's issue, not on Petstock. Even though they had every reason not to refund me based on the circumstances, they went ahead and processed it quickly and without any pushback. Really great to see.

I would give zero stars if I could. We were denied the chance to adopt a kitten because we refused to buy the specific food they recommended. We have plenty of quality food options at home and built a professional outdoor enclosure where the cat would be safe and free to roam without harming local wildlife. Apparently that wasn't good enough for their standards. The staff and manager at that location were terrible, and the adoption organization wasn't much help either. This kitten would have been incredibly loved and cared for without any budget limits. I'm sorry we couldn't bring you home, Peanut.

Purchased a Rogz small dog harness from the local store a few years ago. The harness shows virtually no signs of wear, but it recently separated at a seam near the clip because it wasn't stitched correctly from the factory. Not from chewing or rough use, just poor assembly. For a premium brand that talks about safety and sells at premium prices, this was disappointing. When I brought it back to the store, they weren't helpful at all. No offer to replace it, repair it, or contact the manufacturer. They basically said I should be grateful it lasted as long as it did. That's not acceptable for a pricey product. I ended up reaching out to Rogz directly, and they shipped me a replacement, which is exactly what should have happened at the retailer level.

The price guarantee they advertise is misleading and dishonest, just like another reviewer mentioned. Buried in their terms is language saying they can reject any price match at their discretion if it goes below their made-up warehouse cost that they never actually disclose. I tried to get them to match pricing on 20kg Black Hawk dog food that multiple other websites were selling at a lower price without any special deals. They wouldn't budge. Also weird that their sale prices show 20% off, but their original price is $20 higher than what the actual manufacturer says is the recommended price. The way they plaster this fake price guarantee all over their site while knowing it's full of loopholes is pretty sketchy. It wastes everyone's time and suggests they're not being straight with customers.

Took our miniature poodle to the Nowra location for a trim. We signed multiple consent forms and were quoted around $90 for the work. The final charge ended up being $115, and they said the dog had nipped at the grooming clippers. The poodle has zero bite marks or any evidence of this claim. She's 10 years old and has been getting groomed her whole life without any aggressive behavior. The quality of the groom itself was awful with multiple areas clippered way too short, resulting in skin irritation and raw spots. We will not be returning. Completely unacceptable experience.

Got our miniature poodle groomed at the Nowra location. Before the appointment, we signed a bunch of paperwork and were told it would be roughly $90. Final bill came to $115 and they claimed the poodle snapped at the clippers. There were zero marks or visible proof on the dog that this happened. This dog is 10 years old, gets groomed regularly, and has never shown any aggression. The actual grooming job was terrible, with spots way too short, and the poodle had skin irritation and chaffing in several areas. I would never bring my dog back to this place. Very disappointed.

I prefer to shop at one store when I can to keep my online accounts manageable. Tried to get their price match on some Glandex for my dog since they were asking about $20 more than other retailers. They replied that bringing the price down to match the market would supposedly put it below what they pay for it. Convenient excuse hidden in the fine print of their policy. Not willing to be flexible on pricing, so I'm going to find a different pet supply company.

Do not book grooming through this company. Back in July I reserved a full groom for late September through their website. I got two email confirmations and two text confirmations leading up to the appointment. When I showed up on the day, having made sure not to schedule work around it, they told me that location doesn't offer grooming and the system made an error, even though my confirmations clearly showed that store. The staff tried to call another location to help but came up empty. Since it seemed like a system glitch, I left and called their help line. The rep didn't believe me and asked me to send proof, which I did. They said someone from a nearby store would call the next day. Nobody called. I followed up and was told they personally contacted a manager who would reach out that afternoon. Still nothing. When I called back, they just told me to contact the store myself. This happened after waiting almost a full week for a resolution with multiple broken promises.

When the local Animal Tucker box location got bought out by Petstock, my first thought was thank goodness the team stayed on. The staff really do make a difference. What's been frustrating is that the frozen meat selection (chicken, wallaby, beef) at my nearby store is really spotty. When your animals depend on having it stocked and it keeps disappearing, it makes things tough. The staff keeps ordering it every week and it just doesn't show up in deliveries. It's also disappointing to see so many cheap filler items now taking up shelf space. But honestly, the fantastic team at this location is the main reason I keep coming back and not dropping my rating lower.

They keep letting people down. After taking over Best Friends, they made that chain worse too. The physical stores refuse to honor their own online pricing. They say thanks for your feedback then do absolutely nothing. Their loyalty points program has become basically useless. I've decided I'm done shopping with them. I'm disappointed that they've been allowed to buy up so many other brands and businesses, including veterinary clinics in the area. The way they're running things now looks a lot like price gouging and taking advantage of customers.

Just checked out the Botany location for the first time today and what an amazing visit! From the second we came through the door, the team greeted us warmly. I had questions about which food would work best for my dog since she has allergies and sensitive skin. The staff member spent real time going over the options available and was genuinely friendly the whole time. I'd tell any pet owner in the area to come here. You won't find better service, the team actually knows their stuff, and the selection is fantastic. Couldn't have asked for a better experience.

I wanted to have positive things to say about them because they do offer some budget-friendly options for the pet supplies we buy all the time. But after waiting six weeks to get a single bag of dog treats delivered, the online shopping experience just isn't worth it. Might be better off just going to a physical location next time.