Pet Town Castle Hill

I had a good experience at this pet store. The staff have always been super friendly and the pets / animals seem to be taken well care of. Although the glass displays are a bit small, sometimes the dogs are allowed out into the open area to play! I like to visit this store regularly to check up on how the dogs are going, and I like how the pet store keeps the pets until they find a home - some of the staff I talked to about this seem very caring! They also have a good range of different pet care products and snacks/ foods for pets. The staff that I’ve talked to have been helpful and seem to really know what each of the products are and what would be best for different types of pets :

Good staff and good dogs : I got my first pup here 15 years ago and she was an absolute angel dog. She just passed sadly but was very healthy almost right up to the end. Just bought another dog here over the weekend and love him! He's beautiful and the staff called next day to make sure all was OK. They also included a free vet health check for him :

I just had the most helpful and informative phone call with Tyler from Castle Hill Pet town! She so passionately gave me a run of how mum and dad dogs are pure bred to make their cross breeds, how the owner goes and collects all new litters from 20 year strong breeders, himself to spend time with puppies first. She further explained about KGs of a dog in certain spaces and creating independence with your new pup. My gosh, I cannot imagine a better team member in a pet store. Further more, Tyler proudly explained that pet town is not a “pet shop” more a breeder rep with a shop front, the care that is taken to ensure ethical practise was astonishing. This was explained after I voiced my concern about ‘pet shop stigma’ Truely a fantastic employee!!! See you soon for a puppy cuddle Tyler!

This is a well-loved pet store in Castle Towers selling a range of different animals such as snails, fish, birds, rabbits, guinea pigs, cats and dogs. I came here the other day to pick up a Siamese Fighting Fish which was gifted to me by a friend. We received expert advice and a take home care sheet which detailed exactly how to prepare and care for our new pet. The store itself is very welcoming with friendly and helpful staff. There is a puppy pen at the front where there will occasionally be adorable animals running around.

I was there yesterday. The girls were busy chatting amongst themselves with no focus on the three puppies that were in the play area. One of the puppy was harassed by the other two puppies but she had clearly no idea. When told she picked up the puppy in such an inhumane manner. I am shocked that the staff has no training and zero focus.

Small space. Not very tidy or clean. Feel over on a partially dismantled shelf or rack.

The animals here look so depressed and malnourished. A mall is not the place for a pet, don’t buy one here

Incredibly overpriced. $100 for a guinea pig. I recently purchased two pure bred guineas from a show breeder and paid $50 for both. I popped in to pick up some supplies & once again, incredibly overpriced.

Terrible customer service as the ladies would rather enjoy a conversation amongst themselves instead of assisting their customers. I also had an issue getting my questions answered as I was instead being asked the question myself by the lady at the register. After varied basic questions being asked in regards to my interest with a puppy I was instead being informed about their breeders, pricing and RSPCA rather than them answering any of my questions answered. I found it unnecessary and terrible customer service as the blonde lady at the front was busy talking about irrelevant information and not assisting me with queries.

Usually avoid this place as it's always messy and looks unkept, however I had a little time to spare while waiting for something else, so I went in to look at the birds. There was 1 budgie on it's own, I asked an employee why is it on its own as it can be extremely bad for their mental wellbeing as they are very social creatures, and they said the other ones were sold. I explained that if there is 2 left, they should be sold as a pair, like most other pet stores would be moral enough to do... The employee said it has only been like that for a few days and they are getting more coming in within the next few days. 3-4 days later, I rang up and made a deposit payment on this budgie as I felt bad for it being on its own, and I asked how long it had been on it's own for, they said it had been on it's own for a while... not a few days, and I asked how long till they are getting more coming in? They said probably not any time soon because of COVID-19 understandable. So there was 2 lies already about their operations, and immoral selling/captivity of the birds. When I went to go and pay the remainder of the balance and request for a discount because of the situation of how this bird had been treated by the store, they said it had only been on it's own for 1 day, and one employee, said if it was going to be on it's own for any longer than 3-4 days, she would take it home. I said that I first saw this bird on it's own a week ago, and showed her the picture that's included here. So this was another complete lie by one of their employees. After confronting them with all of this information and saying why the discount is requested due to the poor behaviour of the business, it was declined, even after the employees rang the owners. The fact of saving money is not important, it's the fact that they were called out on some pretty bad faults, and refused to do anything to salvage the situation for themselves, hence this review. The budgie is now happy with me and my other birds and I feel like I 'rescued' him from a pet store, which a person should never have to feel that way when buying from a pet store. I would give 0 stars if I could.