Had an issue with Petbarn? Get a real response.
How to submit a complaint with Petbarn
There are multiple easy ways to submit a complaint to Petbarn depending on your preference:
- Phone (fastest): Call 1300 655 896 (Monday–Friday: 8am–7pm, Weekends: 9am–5pm AEST/AEDT).
- Online Form: Visit Petbarn’s Contact Us page and select the issue type (e.g., product, store, online order).
- Email: Send your complaint (with photos or documentation, if needed) to info@petbarn.com.au.
- In-store: Speak directly to a store manager for immediate help with in-store issues (refunds, service complaints, etc.).
- Social Media (informal): Message Petbarn via their official Facebook page—but for a formal record, always follow up with email or form.
📝 Include your order number, store location, and details of the issue - this speeds up resolution.
Once your complaint is received, Petbarn’s goal is to resolve it quickly and fairly:
- Phone: Most issues are resolved on the call, like refunds, exchanges, or replacements.
- Email/Web Form: Response typically within 1–2 business days, often faster.
- In-store: Managers often resolve complaints on the spot or escalate them to head office if needed.
Petbarn often fixes problems proactively, like sending a return label or replacing a faulty item without hassle.
Expect communication through the same channel you used, and most resolutions happen within a few days, depending on the issue complexity.
Common complaints against Petbarn
Some of the most common Petbarn complaints include:
- Promo code or voucher issues: Discounts not applying correctly online.
- Product quality complaints: Mislabelled, faulty, or poor-quality items (e.g., toys breaking, incorrect product received).
- Grooming complaints: Unexpected charges or incomplete services.
- Poor in-store experience: Reports of unhelpful or rude staff in isolated cases.
- Delivery problems: Delays, wrong items, or stock outages for online orders.
🛠️ The good news: Petbarn usually resolves these efficiently - through refunds, replacements, or service follow-ups.
Petbarn complaints submitted through Ajust
I bought fish from Petbarn and they ended up being infected with worms, which spread through my tank and wiped out 33 rare fish I’d sourced from private breeders. I raised it with the store, shared photos, and spent weeks trying to resolve it, but was told there’d be no refund due to policy. Being offered products instead of accountability felt incredibly dismissive after such a big loss. - Nia
When we went into our local Petbarn store to ask for help, the staff member who served us was openly rude and made no effort to assist. We felt brushed off from the moment we asked a question, and it was uncomfortable enough that we just left without buying anything. It wasn’t about getting special treatment, just basic respect and customer service, which was completely missing. - Katlin
I’m a Petbarn member and repeatedly get charged the wrong price at checkout. Items advertised at the member price ring up higher, even after I give my details. I’ve raised this multiple times and it’s never properly fixed, just brushed off with excuses. It might seem small, but constantly feeling overcharged makes you lose trust fast. - Noel
How other consumers Petbarn complaints got resolved
Wrong Product Description: Patricia ordered a scratching post expecting upholstery but received sisal rope. Petbarn acknowledged the error and refunded it in full with an apology.
Order Mix-Up: John received the wrong flea meds and a broken toy. Petbarn re-shipped both items without requiring a return - they only asked for a photo.
Grooming Charge Dispute: Maree was surprised by the cost of her grooming bill. The store manager personally apologised, explained the charge, and offered a free add-on for next time.
If your issue isn’t resolved to your satisfaction, escalate with confidence:
- Internally:
Ask to speak with a Customer Service Supervisor (via phone) or Store Manager (in-store). - Externally (if unresolved):
File a complaint with your state’s Fair Trading or Consumer Affairs office. - National escalation (for systemic issues):
Report serious breaches or patterns to the ACCC via their consumer complaint tool. - Public escalation (optional):
Comment factually on social media. The Petbarn team often responds quickly to public posts and will guide you to direct resolution.
Petbarn is known to be responsive, but if they drop the ball, you’ve got clear next steps to get results.
There’s no official retail ombudsman, but these government agencies can help:
- Fair Trading / Consumer Affairs (state level):
File a complaint if you’re denied a valid refund, return, or product guarantee. - ACCC (federal):
Report patterns of misleading behaviour or major violations of consumer law. - Small Claims Tribunal (NCAT, VCAT, etc.):
For unresolved disputes over significant purchases—like aquariums, equipment, or high-cost products. - AFCA (insurance only):
For complaints related to Petbarn pet insurance, escalate to the Australian Financial Complaints Authority. - Greencross Vet Complaints:
For vet service issues via in-store clinics, contact your state’s Veterinary Board.
✅ Always reference your rights under Australian Consumer Law (ACL) when escalating.
- Petbarn Customer Service – Contact Us
- Phone: 1300 655 896
- Email: info@petbarn.com.au
- Petbarn FAQ Page
Petbarn Complaints FAQs
How do I contact Petbarn customer support for help with an order or return?
You can contact Petbarn customer support by phone, live chat, email, online form, social media, or in-store. Phone and live chat are the fastest options for urgent issues. For online orders, having your order number ready helps speed things up. In-store teams can also handle returns, exchanges, and product advice, making Petbarn support accessible both online and offline.
What are the most common problems customers experience with Petbarn?
The most common Petbarn issues include online delivery delays, promo codes not applying, pricing confusion, and occasional product faults. These problems are usually resolved quickly through customer support. Petbarn is known for honouring refunds, manually applying discounts, and replacing faulty items, which reassures customers even when issues arise.
What is Petbarn’s return, refund, and Taste Guarantee policy?
Petbarn offers a 30-day return policy for most items and a 45-day Taste Guarantee on pet food, even if opened. Refunds and exchanges are generally straightforward with proof of purchase. These flexible policies are designed to reduce risk for pet owners, especially when pets reject food or toys don’t meet expectations.
What should I do if Petbarn customer support doesn’t respond or resolve my issue?
If Petbarn customer support doesn’t respond, try switching channels such as live chat, phone, or in-store help for faster results. Clearly reference your order details and policy entitlements. If you still feel stuck or ignored, escalation tools like Ajust can help follow up and push for a clear response, saving time and reducing frustration.
You’ve done your part, now it’s time to hold Petbarn accountable.
Take the final step and submit a complaint that gets seen and responded to.