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Pets Palace Contact Information and Customer Reviews
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Sally Bee
The best pet store around
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Pets Palace
Hi Sally,
Helpful ReviewThanks for your review. It is very motivating for us. We look forward to very soon seeing you again.
Thanks, Aroop
Joao Pimentel
One of the worst customer service experience I have seen. Bought a jumper for my dog and the collar around the neck got extremely loose and flimsy after 2 days of use. So I took back and politely asked for a refund as the item was clearly faulty or poor quality (or both). The owner refused to refund me and kept saying he couldn’t sell the item again. I said to him the item should be sent back to the supplier and not be sold again and provide a refund to me (his customer).
Then he INSINUATED I stretchered the jumper with my own hands ON PURPOSE before bringing back. CAN YOU BELIEVE THIS?! What a joke! I left that place because I couldn’t stand that type of treatment and still didn’t get me refund.
Please DO NOT waste your money with this business. Shop somewhere where they care about customers.
Response for owner – Yes, I would like my refund ASAP.
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Aroop Banerjee
The staff are very courteous and knowledgeable. There is a wide range of products to go through. The quality is very good.
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Jocelyn Souter (JOS)
Both my dogs are treated each time we visit Pets Palace! Everything your pup needs on your way to Sydney Park or walking along King St Newtown. Friendly service every time and they love dogs and take the time to get to know your much loved furry friend so that is why we stop in every time we walk to the park and buy our treats have a chat some water and any last minute essentials we need cause they have it all! A huge part of Newtown culture and the local community it’s reassuring that you will always be greeted with a smile and your pups with a special kind of heart for their tummies! Pets Palace thanks for supporting all the local Newtown dogs and their owners and I encourage you to check it out and support this local business cause they care and it’s genuine!
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M B
Great service and great products. They Will also order in specific things we need. Great chewy treats for our dog too.
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Pets Palace
Hello MB,
Helpful ReviewThank you for your kind words. Your positive review has further reinvigorated and encouraged us. Being a small and independent business, we value all our clients.
Kind regards, Aroop
Charlotte Meredith
Extremely rude and rubbish stock!
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Pets Palace
Hi Charlotte,
We’re so sorry to hear that. We welcome all feedback – that’s how we learn isn’t it?
Please come back to the store so we can give you our personal apology or give us a call if you’re not local.
As a small business, we treat all our clients with respect. Would you be so kind and give us a few details – when did you come to the store, who served you and in what way were they extremely rude to you. Also, which store was it?
We make every effort to be kind and polite to everyone – that is what we are proud of here at Pets Palace, so give us some details so we can do better.
Not sure what you mean by ‘rubbish stock’. What were you looking for? All our products are from reputable suppliers providing very good quality products. We would like to know what you felt was rubbish.
As the business owner, I find your review deeply concerning and disturbing. Kindly provide us with the above information so we can remedy the situation.
Look forward to hearing from you soon, Charlotte.
Helpful ReviewKind regards,
Aroop Banerjee
Louise Grogan
Great customer service. I live in Melbourne and have just made my second order from Pets Palace.
Helpful ReviewFirst purchase was a gorgeous grape collar for my frenchie. It was sent wrapped as a gift and even had a few treats. Received my order very quickly. Now I have ordered the matching lead. Prices good too.
Very happy to support. small business.
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Pets Palace
Thanks Louise. Andrew is a very experienced and a very valuable team member.
Helpful ReviewThanks, Aroop
N. D
perfect customer service. Very helpful and knowledgeable person.
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Pets Palace
Thank you for your positive feedback. This means a lot to us and constantly motivates us. As a local business, we rely on the goodwill of our clients and try our hardest to ensure that our clients have a positive experience. Thank you again. Kind regards, Aroop
Helpful ReviewJessica Kinny
Excellent customer service. Very friendly and knowledgeable. Gave a lot of assistance for a very small purchase I needed to make in a hurry. Really recommend. Thank you!
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Pets Palace
Hi Jessica,
Helpful ReviewThanks you for your positive feedback. It is very motivating. Being a local store, we always try to provide a positive customer experience and we take an extra step with each client. Thanks and kind regards, Aroop
Erica Wright
Terrible service & failure to issue refund in a timely manner.
I have been waiting for a refund from this shop for over a week. The owner, Aroop, charged me $109 for an out of date Bravecto so I returned it the same day. When I made the purchase, he didn’t tell me how much it was. He uses Square and has no screen displaying the price. I have previously bought the same product from him and, although more expensive that other retailers, thought it was in the $60 region. I didn’t realise how overpriced it was until I checked my bank. I have since bought one for $40 from Pet Circle!
I used to shop here regularly as it’s close to where I live and I like to support local small businesses. However, it stopped stocking the dog treats we like, and the stock range deteriorated until the shop was almost empty. Aroop is too confronting when you’re trying to look at products and is always doing the hard sell. I’ve been going in less as there’s hardly any stock, it’s overpriced & I find Aroop too pushy.
This latest experience with not receiving my refund has resulted in me writing this review. I will be pursuing my refund with NSW Fair Trading. I highly recommend you do not shop here.
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Lorraine Epiha
SO UNPROFESSIONAL, tried to rip me off charged me twice. Over the two weeks after making a purchase, I was inconvenienced by chasing my refund and the owner tried to say there is no physical records of the transaction provided by the financial institute. This has been time consuming, frustrating and caused me immense anxiety and disappointment. I highly recommend you DO NOT purchase from this store. Who else has been victimised and not noticed a double charge after leaving the store!
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Pets Palace
The refund in question is that for $10.00 that was charged by my team member as an oversight. Upon realizing the error, he immediately informed me and I organised a refund for Lorraine. Even after a few days of issuing the refund, Lorraine insisted that she did not receive it. Hearing this, we contacted Lorraine a number of times and offered her the $10.00 by cash, which she could collect from any of our stores. Also, I offered to deposit the $10.00 into her bank account. This is over and above the refund already issued to her.
Helpful ReviewThis afternoon she repeatedly abused me over the phone by using foul and vile language. I will request Lorraine to send me her bank details or collect the $10.00 in person from any of our stores. I do not want bad energy, as there is enough going around already.
Pan Go
terible service poor quality staff were rude
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Pets Palace
Hi Pan,
Really sorry to hear you had that experience. We always value feedback. As a small and an independent business our aim is to provide a great service to all our clients.
Pan, I have checked out your other google reviews and I see that you have made
a few other similar complaints about service, so really like to apologise for your experience with us and I would like to get to the bottom of this.
https://www.google.com/maps/contrib/102474859674568210153/reviews/@-33.9065238,151.1778625,12z/data=!3m1!4b1!4m3!8m2!3m1!1e1?hl=en-AU
Pan, it’s a little hard to reply to your comments as there are no details. Do please let us know who was rude (if not the name, description of the staff) to you and why. I’m also not sure what you mean by “poor quality staff”. So Pan when did this happen and which store did this happen at? I will then immediate take corrective action.
Helpful ReviewHere at Pets Palace, rudeness to our clients is not tolerated and goes against my business principles. I’d love you to call in again so I can in person apologise to you. Please let me know when is the earliest you can make it and which store will be convenient to you.
Regards, Aroop Banerjee
Jacob Hillsdale
worst customer service at pets palace newtown. staff were really rude Aroop the owner refused to talk to me when i asked about products for my staffy
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Pets Palace
Hi Jacob Hillsdale
As a small business we try very hard to make sure we treat our clients with respect. It’s a high priority for us.
I apologise if my staff member was rude to you as this is totally unacceptable.
More than happy to respond to you more fully and take the appropriate actions, but can you please let me know some more details please as I do not recall the conversation.
Can you let me know the items you were inquiring about, what was said to you, who the staff member was or a description of them, and when this happen.
Thanks Jacob.
Helpful Reviewjack bennett
Edit: Egregious response the owner, hilarious given that screenshots exist, disproving his points. I would not be writing any review, nor have any contact with this man if he paid me. For the record, I moved house because a housemate pulled a knife on another in an argument and so moved in with a friend, and I had a tattoo booked for several months prior, not that either are good excuses to not pay his staff. Let the owner provide his bank statements to prove he has paid his staff, if what he is saying is true.
The owner has failed to pay his staff on time repeatedly. Currently owes me $1,900 after tax.
He regularly shouts at his employees, and talks over them if they attempt to explain themselves or express their feelings, making the resolution of any issue impossible.
He regularly implicitly threatened my job, telling me that it’s “in my best interests” to get another employee to work, that he might need to “cull his team and replace them with members who are willing to go the extra mile” etc. etc.
I took the job on the explicit understanding that I was willing to do 20 hours per week, for health reasons. The owner put pressure on me to do more shifts until I agreed to do 30 hours per week, risking my health. Then, over the Christmas period, because of his lack of leadership and organisational skills, forced me to work 65 hours in 10 days (with an extra 15 hours commute). After I said that I felt that I needed to take a few days rest, he retorted that there is “no such thing as deserved rest”. These 65 hours are what he has not paid me for.
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Mitchell Wheatley
The team at Pets Palace are extremely helpful with our new puppy parent questions, providing us with information on suitable products.
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Pets Palace
Hi Mitchell, Thankyou so much for your comments. Really apreciate that. As an indipendant local store, we aim to give the best service we can. Nothing like coming into a store and getting some great advice. Andrew
Helpful ReviewLucy Kearney
Went in with lots of questions and the girl with brown hair went out of her way to help me, highly recommend!
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Pets Palace
Good morning Lucy.
Helpful ReviewWe appreciater your feeedback. I will convey this to my team member, Hannah. At our store, we work as Consultants rather than sales people. I am glad that you had a positive experience. This greatly motivates us. I hope to see you in the store very soon.
Have a great day!
Kind regards, Aroop
Thomas
This is indeed a palace for pets. Great range of pet products! Even my son loves to purchase here, they seem to have almost everything here.
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Phillip Shipton
Good range of pet food although the young man I spoke to had no idea which was the best to buy
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Pets Palace
Hi Phillip,
Helpful ReviewThank you for your positive rating.
I sincerely apologise for not having a good experience from our team member. I greatly appreciate your feedback, as this helps us to improve and provide the additional and necessary training that my team would require and thereby providing a better client experience.
Jack joined our team ten days back and after training, he was doing his first two shifts on his own.
I accept your feedback with great humility and I can assure you that we will provide additional support to Jack and our team in order to provide a better experience and support to yourself and all our clients.
Once again, thank you for your positive feedback.
Thanks, Aroop
Jeff S
Pet supply store with decent range in accessible location on King Street South. Prices aren’t too bad but it is more boutique. Friendly, helpful staff.
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Carina Peschel
Don’t go there if you want advise, they know absolutely nothing!
Helpful ReviewBought a Fuzzyard Harness for my puppy in XS and went there for their ‘advise’, it went on ok and the staff said it’s a perfect fit, I couldn’t take it off over my puppy’s head and had to cut it.
$30 waisted and when I told the owner she just shuck her shoulders and I was ‘advised’ I should have bought a step in harness instead.
So much for supporting a small business, absolute rubbish if they can’t be bothered to properly train their staff.
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Pets Palace
Hi Carina,
We’re very sorry to hear about your experience. We pride ourselves on offering a tailored shopping experience, including harness fittings, that is simply unavailable at larger pet stores. We apologise profusely that you didn’t find the service or our staff up to scratch. I don’t believe you have spoken with the manager/owner as he is a man, not a woman, but we are more than happy to put you in contact with him if you give the store a call.
I do believe this may be a case of miscommunication. The staff member has advised that you mentioned your issue with the harness when you had just purchased some items and were already on your way out of the store. I believe you may have misunderstood what she was offering, which was that we could offer you a replacement in a different style that may be more suitable. Unfortunately, because you didn’t show us a receipt and/or the cut harness, we were unable to offer you a refund or replacement on the spot.
Nonetheless, we are sorry that your experience was a negative one and we do hope you can come by the store so we can find a solution. We truly hope this experience won’t stop yourself or others supporting our small business and other small businesses during a time when we need it most. We promise to do better next time.
Helpful ReviewSam Samadi
I didn’t get to buy anything from there I didn’t find what I was looking for
Helpful ReviewBut I can say this very very good costumer service excellent stuff perfectly helpful nice enjoyable atmosphere 10/10
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Business ID: 10419
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