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.
Complaints submitted through Ajust
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
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.