Lucky Pet - www.luckypet.com.au

Extremely bad customer service! No reply at all after you paid for the items and ask for help. They just want your money but not care about the customers! No refund with sending to a incorrect address and no response to you! Strongly not recommend this shop! Don't waste your time and money! Avoid Lucky Pet Supplies!

Waited over 7 working days for an item I had paid express postage for. A day after it was due to arrive it still hadn't been posted. Make the request to cancel the order and miraciusly a tracking number is provided, but wait for it... still not sent. Bad communication from seller. Avoid luckypet and make the effort to shop at another petstore. I know I will next time.

Their twitter is @joprimavee

They constantly argue with, and abuse, trans people + their allies, and are prone to using slurs. Avoid.

I am definitely not one to write negative reviews, but having had such a bad experience with this company, I hope I can help others avoid a similar experience (I should have read the other negative reviews).

I purchased both a dog door and a locking adapter from Lucky Pet.

There was a bracket missing from the dog door, rendering the locking adapter useless. I reached out explaining there was a missing part, and was told to leave it with them.

In the 4 weeks I waited for a response regarding the replacement part, I had to organise an alternative solution to secure the door and my house.

After 4 weeks I reached out and requested a refund due to the lack of replacement part.

They then said that a replacement part had already been sent out a few weeks earlier, and that they had sent me a tracking number. None of these things were true, and it seemed they were only saying this to try and save face.

I had offered to pay another $15 postage in order to return the product, but was told I would not be unable to return it because it had been longer than a week since purchase.

After much back and forth, they agreed to a refund, but then told me it would cost more than 3x the original postage amount to return it ($50), which seemed like a ploy to take money back.

I ended up speaking with Consumer Affairs, who told me that Lucky Pet should be processing the refund, and covering all return postage costs; they instructed me to write an official letter of complaint outlining the above. They ignored this letter, claiming to be on holiday and that they weren't going to have access to emails for *7 weeks*, and that they would be ignoring all emails prior.

They promptly responded via email to a fake customer request I placed through their website a few days later.

I still haven't heard back to my letter, and now have to take this to VCAT in order to find a resolution.

I really hope this story can help someone avoid this horribly unprofessional, and unethical, company.

Firstly the website caters for a fairly wide range of pets and the selection tends to be pretty large. Of course, this is something can always be improved on in any store, but I always manage to find everything I need plus a few extra treats.

The website is easy to use and well laid out. You can shop by selecting the pet you have and then a list of sub categories will appear.

Delivery is always on time, sometimes even quicker than you may expect and all the items I have received have been in good condition. I think maybe once or twice an item has been out of stock and they will either give you a refund or send it separately later.

I would highly recommend Lucky Pet and will continue to use them myself.