Stefmar Pet Care Matraville

I bought 12 cans of gastrointestional Canin dog food. My dog was very sick and this product was suggested by my vet. Sadly she passed away only using 2 of the cans. With the purchase docket I took the 10 cans back for a refund for which I was refused. I was told by the salesperson that it came in a slab and because 2 tins were missing I was refused a refund and/or a house voucher. I was not told this when I made the purchase. I think that this is unacceptable and the customer service was not acceptable. Seeing that the dog food was a special blend I had no use for it now as I don't have my dog I was told to donate it to the vet down the street. In other words just go away. $70 is a considerable amount to give away. Really not happy with the way their business is conducted.

Terrible experience with this firm. Took my money, no invoice/receipt issued. Said they emailed me to a business address, no emails at that address from them. Then they said goods were out of stock and expect delivery on the 1st August. No goods arrived. Waited until 7th August still no goods. Thankfully paid via Paypal and have just received notification of refund after I escalated the case with them. Beware! Seem cheap but everything's cheap if they take your money in exchange for zilch!

Pretty disappointed with the customer service. My partner ordered some cat food wet pouches, all well and good- we received no indication that they weren’t in stock, so went ahead and ordered two boxes of the stuff expensive, and prescription food prescribed by our vet for our cat’s health. Initially, they wrote the wrong address on the box- no big deal just took a lot longer to ship, it was returned to sender and rectified quickly. Then, when they finally turned up, they had sent a different food than what my partner had ordered same brand, different prescription. Partner emailed to ask for a refund as we were happy to send the pouches back as our understanding is that they are not suitable for our cat. Customer service sent a rudely worded email in response saying that their vet had authorised the replacement of the food we had ordered for the food we received. That’s all well and good, but you absolutely cannot expect the customer to receive the wrong product and not be confused and upset?! We both work in retail, and have dealt with countless out-of-stock issues where we’ve had to remedy the issue by sending an alternate product, however, the standard policy everywhere is that you MUST be making the customer aware that you can’t send the product they ordered, but would xyz suit instead. Won’t be ordering from this company again, and encourage others to look through the other reviews demonstrating a pattern of this subpar customer service experience. My advice: order from a more reputable pet care supplier. EDIT: The owner has replied stating that they would send us a free shipping label. My issue is not that we cannot use the food, it’s that we weren’t informed prior to them sending an alternate product how hard is it to email and inform the customer that ‘sorry, we are out of stock, however this alternate food can be used in the meantime and has been affirmed by our vet, would you like to go ahead?’ Customer service isn’t rocket science. Not usually one to complain, but I work in retail myself and wouldn’t dream of treating the customer the way my partner was treated by this company.

Great seller! Purchased an API master test kit - Item arrived a week earlier than the expected date, well packaged and as described. Couldn't be happier. I have also visited the store and phoned for advice and have always been helpful and a pleasure to deal with. Thank you!

So disappointing. I’ve spent thousands of dollars at Stefmar over the years and we’re on their loyalty program. Today my husband dropped me off and I couldn’t find him after. I didn’t have my phone so popped back into the shop - arms full of their pet food - and asked if I could use their ph to find my husband. The response - ‘no, this isn’t a public phone’. Apparently loyal customers aren’t worth 10 cents and a bit of kindness. I won’t be going back. Re: response from owner- retail phones function perfectly well to make outgoing calls. Your staff just haven’t been trained to make sensible judgements in relation to customer service. But hey, it’s your money you’re losing.

Great service and value, have purchased alot through eBay with them but now go direct. Quick to respond to email enquiries when I accidentally ordered the wrong item, changed it with no dramas and fast delivery followed. Great job guys.

I used to buy my dog food from here regularly as delivery was pretty quick and reasonably priced. This all changed when I was sent an out of date 20kg batch of dog food, tried to accuse me of it being from a previous sale. Refused to refund me, I'll never shop here again. Poor customer service. *Always check expiry dates on any food that you order from this business*. I have since forwarded email correspondence to the business reminding them of the previous customer service issues. I'm not alone here, many people have given this business bad reviews.

I use to shop here all the time, have spent a lot of money over the past year. Worked out to an average of $3500 annually. However my first experience with their "customer service"... has left me absolutely shocked and I will be taking my business elsewhere. I have bought the same cat litter every two weeks for ages, the last lot I bought was of a different quality and was not "clumping" as stated. I tooked it back to discuss and was told to call the number on the package  We are talking about $18 here.. rather than sort it out in store. The managers attitude was that it was my problem and I should deal with it myself. When you think of the business logic around that, it's ludicrous. So.. they have lost a life time customer and probably around $30k of business for the sake of $18, which is a shame, because other than that it's been a pretty good and convenient store. I will alsp say that their "loyalty" programme is utter rubbish, shopped there for a year, same products every two weeks, always gave my details and received absolutely zero discounts or money off for loyalty. So my thinking is, it's probably just lip service. Up your game mate. Think about your long term customers and not your in the moment profit margins and you might find your long term profits are a little better and you get less one star reviews. UPDATE - business replied.. Stating MIS INFORMATION. THIS IS INCORRECT. Firstly.. The buyer had not used 95% of the cat litter. The buyer had used 10% of the cat litter, two trays full. If the business owner had bothered to address the situation properly and had actually talked through with the buyer, they would have discovered that. Secondly.. the business owner / salepersons immediate response to the question.. "what can we do about this?"  Was "call the number on the packet"... when asked the question, "would you not rather sort it out here in the shop?", he answered "no there is nothing I can do about it" Re the discount, I may be incorrect, but let's just say the discounts that are added to products bought at your store are so small that they are barely recognised at purchase, I have certainly never noticed a difference on my bi weekly shop. I will say however, on the numerous occasions that I have asked "will there be any discount on these purchases today?" I have always been told "no, but they do add up for future purchases".. I guess I will never know, even after over a year of using your store as I will not be coming back. And given than your reasoning is still that I am somehow at fault, rather than to try and resolve the situation, then I shall be posting this wherever I can, and will verbally tell friends with pets in the area to avoid. Your customer service is shocking. You can't just go saying MIS INFORMATION when someone states something that is wrong with your business and gives you a bad rating. You should deal with It, sort it out and keep an, until now perfectly happy customer. MIS INFORMATION.. ON THE REPLY BELOW FROM THE BUSINESS. .

Initially good communications on out of stock items. Seven months later, Stefmar announced that the balance of my order was cancelled and then sent a coupon, not refund. Beware of this business! There were no emails - just a coupon. Refund was provided to PayPal using the email address that the business had all along after several phone and email complaints. A horrible customer experience lasting eight months.

Very well stocked pet shop. Staff are generally friendly. Really good roo mince. Plus they have a resident cat who is 21 years old. Old mate George!