5,028 reviews
AI reviews summary
Petbarn receives highly positive feedback for its rapid delivery services, with many customers reporting receiving orders in under an hour. While the online ordering experience and membership discounts are widely praised, recurring issues with stock accuracy, technical glitches in the loyalty system, and inconsistent customer service in physical stores are significant points of friction.
Pros
- Exceptional Delivery Speed: The "2-hour delivery" service frequently exceeds expectations, with numerous reports of items arriving within 15 to 45 minutes of ordering.
- User-Friendly Digital Platforms: The website and mobile app are noted for being easy to navigate, offering a smooth checkout process and helpful tracking notifications.
- Competitive Member Value: Membership discounts, "Taste Guarantees", and price-matching policies are highly valued by regular shoppers for making premium pet supplies more affordable.
- Convenient Delivery Options: The flexibility of same-day, next-day, and Uber-integrated delivery is frequently cited as a major benefit for time-poor or disabled customers.
Cons
- Inventory & Click-and-Collect Discrepancies: Customers often receive order confirmations only to be told later that items are out of stock, sometimes requiring a physical store visit to resolve a failed "Click & Collect" or delivery.
- Loyalty & Promotion Technical Issues: Recurring complaints exist regarding loyalty vouchers not appearing at checkout and promotional codes being advertised on the website but failing to apply to eligible items.
- Poor Live Insect Quality: Multiple reports highlight "dead on arrival" crickets due to improper stacking of containers and inadequate ventilation during storage or transit.
- Inconsistent In-Store Service: While many staff members are praised, there are significant complaints regarding rude behavior, lack of product knowledge, and unhelpful management at specific locations.
Verdict
Petbarn is an excellent choice for pet owners prioritising speed and convenience through its highly efficient online delivery network. However, customers should remain cautious regarding live insect purchases and potential technical hurdles when attempting to redeem loyalty rewards or promotional discounts.
Ordered three bags of chicken pellets. One was cancelled as they only had two. 5 days later one was delivered. Petbarn didn’t automatically refund. I had to contact them, for them to return the money they have stolen. At no stage was I informed only one item would be delivered. There was no consequences for Petbarn for keeping my money for over a… Read more
week. Refund will be 3-4 days. No offer of a voucher. Nothing. I got a sorry, but that doesn’t feed my chickens.
I recently purchased a rope toy from your shop for my dog. After 1 day the rope had frayed & l was actually concerned that my small dog could have choked on the rope threads. I took it back & the sales person was very unhelpful & more or less said it was not her concern that all toys were destructible. I did not want a refund l just wanted to… Read more
exchange it for another style toy, which she said NO she would not do that. I was very disappointed ☹️ l am a loyalty shopper however l will not be going back to Petbarn in the future.
Hi Jacinta, thank you for sending through your feedback!… Read more
Have been a member with Petbarn for many years and only recently that I’ve discovered express delivery service (within 2 hours) and haven’t been disappointed by it. I just ordered two items today at 09:40 and already have them delivered by uber driver at 10:15!!! That’s a ⭐️⭐️⭐️⭐️⭐️ service and loving it! Thank you, Petbarn.
Reviews with attachments
My usual store is Petbarn Punchbowl . And they are amazing and the whole Petbarn team is amazing at every store that I have visited. They make caring for your pet so much easier and so much more enjoyable. You can feel confident that you’re buying products that will help your cat or dog have the best life possible and you don’t have to… Read more
second-guess. I love the reward points system as it’s very valuable and gives you prizes that you can actually use and benefit from thank you so much for making my cat’s life so pleasant with all the yummy food , snacks, toys and bedding. As a platinum member we love shopping at Petbarn multiple times a week.
Charlie and Molly absolutely love Petbarn at Clarkson and also had training at Petbarn Currumbine WA The staff at both stores are great, extremely helpful and very knowledgeable , there is a good range of products and the loyalty program is really good Its one of their favourite places to go
My cats are thoroughly enjoying the new cat tower and sleep on it at night
Fast accurate service and good priced deals. Will use service again thankyou
App made ordering easy and arrived so fast same day within the hr, awesome prices and glad u could help
Very satisfied with online shopping very easy and very quick delivery I brought for my two dogs muppie and blu nexgard spectra and I'm happy with the results thnx petbarn
The staff at Rockingham WA store are amazing! On 24 Dec 2025 I placed an online order which included 10.5kg bag of Hills dog food and 2 small goat antlers.There was a small error, which is to be expected at such a busy time of year. Incorrect goat antlers. The order was rectified within two hours. Thanks to the supervisor who is working today and the staff at Rockingham WA store. Well done and a Merry Christmas you all!
items were all there and undamaged, but Uber delivery person chose to leave the package outside the property boundary on the driveway
amazing fast delivery. stocked item was delivered to me in under 2 hours
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Within 25 minutes of placing my order it had arrived by Uber. I was truly amazed.
Your online store is so easy too navigate and find what my pets need !!!
- +7
Shopping with the Petbarn App for the first time & the entire experience from finding products, up to date product availability, selecting the delivery method, checkout process & the delivery itself was all excellent. I am also thankful with the quality of service of the staff in store at Hendon as well who picked, packed & sent my order. Fast &… Read more
Faultless!
On Saturday 8/11/25 I used the app to purchase the EZYDOG Drive Dog Car Booster Seat for my little Bichon Frisé dog Beau, & happily discovered that I could select a delivery for the same day to my home within 2 hours of placing my order on a Saturday! Not only was this such a convenient option but it was also an impressive fast delivery.
Key points that made my shopping experience more enjoyable are below:
1) App Navigation: Navigating the app is easy and hassle free. Was able to quickly search the menu, find a good quality dog car booster seat, add to my shopping cart, then select my chosen delivery option for the 2Hr Delivery, proceed to checkout & make my payment. Done quickly and effortlessly.
2) Multiple options available in the app for Collection of your items: In Store Pickup, 2 Hour Delivery, Next Day Delivery, Pick A Day & Time, Standard Delivery.
3) Up to date Email notifications: • 3:55pm Order Confirmation. Our team will pack your pet’s goodies shortly. You will receive a confirmation email once your order is ready for pickup by our delivery partner. • 4:01pm Your order has been shipped! We are excited to let you know that your order has been packed and is now awaiting pick up by our delivery partner. Once your order has been collected, you will receive an SMS with your tracking information so that you can follow your package’s journey to your doorstep. • 4:19pm Invoice for your Petbarn order. Thank you for your order from Petbarn. You can check the status of your order by logging into your account. If you have questions about your order, you can email us or call us at 1300 655 896. Our hours are Monday to Friday 8am - 7pm AEST and Saturday to Sunday 9am - 5pm AEST.
4) In Store Staff. The store staff picked & packed my order quickly, promptly sent out the email notification + tracking information. After receiving the delivery, I had a question about the product & wanted some advice about the setting up of the booster seat in my car and restraining of my dog, so I called the Hendon store from where it was delivered from. Spoke to a really helpful staff member named Aidan who was polite, patient, & able to explain everything regarding the product perfectly.
I will definitely use the Petbarn app when shopping for my pets again in the future.
Highly recommend that consumers consider using the Petbarn app for ease of use and convenience. Saves time and great for people who don’t have transport or are unable to drive to the store.
Easy to navigate website, Great quality products, Speedy Shipping & Suki loves her treats, food & toys! Thanks Petbarn. ❤️
Fast accurately timed free delivery, excellent pricing, faultless service really will use them again.
My cats love the tower I bought! Excellent price and being delivered for free to my house within an hour of purchasing it was crazy.
Latest follow-ups
Great service – As I am pretty much housebound I shop on line for my two cats. Petbarn has been my go to shop for 4 yrs now. I love the free delivery within 2hours and it is always spot on. Can not recommend them more highly. When I have managed to shop in store, staff are always helpful and friendly.
Follow-up · Six years in and still loving Petbarn. Online shopping is a breeze, it's easy to use and the usually have everything I need. Delivery is very prompt, with delivery people being friendly and polite. They usually bring my heavy kitty litter in for me!!!!!
I am fed up with PetBarn - I make a Purchase & Staff ask for my Mobile number because I get a a $10 Discount after spending a certain amount of $$$. I use to get a $10 Discount every so often. I spend on average $50 - $60 a month (3 small Dogs)… Read more
Royal Canin Kibble. I have spent hundreds & hundreds of Dollars & no $10 Reward. I have asked the Staff, I haven’t had the $10 discount for ages - they say vaguely, “Oh you should get the $10 soon” There is always new Staff - I was told they are in Training & get transferred to different Stores..all I can say the Staff in Training are useless, & I am out of Pocket of a lot of $10’s. The Staff probably don’t even know how to my record my purchases in the Computer!!!. I have asked the Staff questions - they don’t know anything about the Stock. So what is the problem the Company or the Staff. So much for caring about a Customer who has been with PetBarn for years & years, having bought Cat & Dog - I trusted PetBarn to record my Purchases, big mistake !!
Follow-up · When I signed up to be a Member Employee took down my details. I never received any Vouchers, having documented my frustration on this website. Petbarn responded, requesting, if I would contact them, I did. Spoke with a pleasant most helpful man The reason I never r’cd Vouchers was because when Staff (in Store) had signed me up to become a Member… Read more
Hi there, thank you for sending through your feedback! We… Read more (+1 reply)
They cancelled my order without a notification of why they cancelled, I shopped elsewhere and purchased the items I needed. Two days later they reinstate my order, dispatched my order and emailed me the invoice. The customer service wasn't… Read more
pleasant either, they said if I get the order I'll need to return it which means I'll need to take time off work to do so. Also they have the puppy and kitten club, they supposed to provide a welcome pack but nothing has come of that either, very disappointed
Follow-up · They have resolved the issue, I'm not confident in their cancellation processes to order again
I’m really sorry for the confusion and frustration this… Read more
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Positive reviews
Five stars for incredible service! The wonderful lady, Jill, at Pet Barn gave me fantastic guidance and support as a new kitten owner. Her expert advice made me feel completely confident, and she helped me find exactly what I needed. Jill was from the Springfield Store filling in at Browns Plains. I will definitely go to the store where is permanently stationed due to her service. Thank you Jill!!! Show details
Petbarn Essendon, Thank you for delivering my order so quickly. I placed the order at 8.15am and my delivery arrived within the hour. Exceptional and rapid service. Amazing
WOW Petbarn! I am blown away by your same day free delivery options! I placed an order and it was delivered in a matter of a few hours! Love the convenience and ease!
Negative reviews
Up there as one of the worst online ordering systems / experiences I order veterinary diet food for my cats via Petbarn - they sent the wrong item (wet food instead of dry) on a repeat order. Had to deal with an AI chatbot that just offered broken links, then a 3 day support back and forth via email. Finally organised a refund for the difference,… Read more
reordered the correct food got the wrong food again. Was told to leave the wrong order out and they'll replace but instead they just took the wrong order and replaced with nothing.
Still waiting. Been almost a week. Half a dozen emails and three calls to support. The humans are nice when you get to speak to them - the digital systems are completely broken.
We value your feedback and would like to address it… Read more
Dead crickets. Repeated issue. The containers with the crickets in only have breathing holes on top and you continue to stack them one on top of each other rendering the crickets underneath dead . I have brought this up in store. I have brought it up online. I have sent Emails and tried online messaging and customer service. Your head office… Read more
numbers are inactive and useless and the whole company’s “help” is none existent and the issue continues.
You’re continuing to actively kill insects even though you are aware of the issue.
Hi Rebecca, thank you for sending through your feedback!… Read more
Don’t get caught by Petbarn’s "Click & Collect" trap. I placed an order for Bell & Bone Dental Sticks and Evolution Pill Pillows at their Sunbury store. I was charged immediately and received an email confirming the order was ready for pickup. When I arrived, the female staff member was incredibly rude—basically barking at us that the order… Read more
didn't exist. After we insisted she check the back, her story changed to the items being "out of stock," despite the confirmation email. She only backed down when we showed her the digital receipt. This is the second time this has happened (previously at their Thomastown store). It feels like a deliberate tactic to lure customers into the store only to tell them the items are unavailable, hoping they'll buy an alternative instead. Very dishonest business practice. Save yourself the trip and shop elsewhere.
Hi May, thank you for sending through your feedback! We… Read more
Recent reviews
This is for the Upper Coomera store. I had the absolute pleasure being served by a lovely young guy called Joey. He was kind, considerate and helpful. He is extremely good in customer service and fantastic at his job. The young lady Abs was lovely as well. Show details
Gosh we are impressed. Ordered our dog's usual treats yesterday and they arrived today and we're 100kms away from the delivery store. It must've been immediately processed and Aussie Post informed as we received updates throughout yesterday and this morning. All this for only $9 delivery fee so you saved us a heap of expensive fuel and a trip to… Read more
Adelaide. Plus because we purchased 2 of each treat, we received a massive discount. Thanks Petbarn and Aussie Post, love from Arki our 13 year old silky rescue
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Hi Sarah, thank you for sending through your feedback! We… Read more (+1 reply)