I’m a 26 year old that never even bothers to write complaints or contact service because i just usually can’t be bothered. Budget pet products tho oh my god. I’ve never been more pissed off at a custo... Voir plus
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Courier Issues:Aramex fail to follow delivery instructions they just left my order outside in the public building entry door where everyone can take it small parcel and without my signature, Customer... Voir plus
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I am only giving one star review because I can't put zero. I ordered a bag of dog food on 29/4/2026 it's been just over 2 weeks and it still hadn't arrived. I contacted them they assured me it was sti... Voir plus
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Order placed, payment made and taken from my account but order reflects as incomplete on their website. No confirmation email received, email I sent not responded to and their phone doesn't work. T... Voir plus
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125 avis
A répondu à 92 % de ses avis négatifs
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Courier Issues:Aramex fail to follow…institutions with out my signature who signed for me instead
Courier Issues:Aramex fail to follow delivery instructions they just left my order outside in the public building entry door where everyone can take it small parcel and without my signature, Customer Service: Resolving damaged or missing orders can be difficult, not responsible and long response times and a lack of direct phone support.i should check the review before I buy from budget pet. It's not worth a little cheaper than take lots time to deal with issues. Now my cats need to be worm very frustrating this shouldn't be happened if budget pet is caring and responsible
22 mai 2026
Avis spontané
Réponse de Budgetpetproducts
Thanks for your feedback, and we’re sorry to hear about the delivery experience and the frustration this has caused, especially as your cats’ needs are time-sensitive. We would really like the opportunity to look into this properly for you. Could you please provide your order number so we can review the delivery instructions, courier handling, and our customer service response in detail?
Don't believe the free shipping over…
Don't believe the free shipping over $49 bit, all sorts of excuses why the didn't ship it free. Read the fine print they say .... yeah right.
21 mai 2026
Avis spontané
Réponse de Budgetpetproducts
Thanks for your feedback, and we’re sorry for any confusion around the free shipping offer. We always recommend checking our shipping information page or contacting our customer service team, as they can quickly confirm whether a delivery postcode falls within the free shipping zone and clarify any conditions before ordering.
dispatch takes at the very least, a week!
Discovered, 4 days after ordering that they weren't planning to even put my pet food in the post until at the very least, a week after I'd ordered. I asked if I could pick it up from the warehouse instead and they said not for 3 days because of them needing to wait for some process to end and start another one. I explained it was urgent as I've run out of pet food and that I couldn't afford to buy more of this expensive Orijen dog food from somewhere else until they had refunded me and yet they won't even start to process a refund for at least 3 days. I asked them to just send it express and they said that would take several days because they would first have to cancel the order and then I would also be charged extra for the express post, even though it's their fault it's so delayed. I told them they should put a big banner on their website to warn people that if you order anything, it won't even be put in the post for at least a week, and they send a screen shot of this tiny bit of text, that says 'dispatch update', with no capital letters, typed in size 10 font. You have to click on that to read something that says things are being dispatched a couple of days later, which is a lie. This tiny font is above all of their massive banners that advertise what they want you to buy. There was no acknowledgement that this should be changed or apology about this when I gave them the feedback. I bought so much pet food from them over the years and now they've put me in a really difficult position as a pet owner, and they've lost a good customer.
15 mai 2026
Avis spontané
Réponse de Budgetpetproducts
Thank you for your feedback, and we’re very sorry for the frustration and stress this situation caused, particularly given the urgency of needing food for your dog. We have recently experienced dispatch delays due to operational disruptions during our warehouse move, which unfortunately impacted processing times more significantly than anticipated.
When you requested to change the order to warehouse collection, the order had already entered the picking process on the warehouse floor, so our team needed to wait for the warehouse to stop and locate the order at the packing bench before changes or cancellation requests could be actioned. We understand this delay was incredibly frustrating from your perspective, especially while trying to organise urgent food for your pet.
We also appreciate your feedback regarding the visibility and clarity of our dispatch delay notices. We understand your concerns around expectations not aligning with actual timeframes, and your comments have been shared internally for review as we continue improving both communication and processes during these disruptions. We sincerely apologise for the inconvenience caused and are sorry to hear this experience has impacted your trust in us after being a long-term customer.
Support a different business
I’m a 26 year old that never even bothers to write complaints or contact service because i just usually can’t be bothered. Budget pet products tho oh my god. I’ve never been more pissed off at a customer service team - they’re completely incompetent and seemingly illiterate. DO NOT ORDER FROM THEM. SUPPORT A DIFFERENT COMPANY
15 mai 2026
Avis spontané
Réponse de Budgetpetproducts
We are very sorry to read your feedback and disappointed to hear you have had this experience with our customer service team.
We take comments like this seriously and would genuinely appreciate the opportunity to better understand what occurred.
If you are willing, could you please provide some further details about your experience so we can investigate this properly and review what happened with the team.
I am only giving one star review…
I am only giving one star review because I can't put zero. I ordered a bag of dog food on 29/4/2026 it's been just over 2 weeks and it still hadn't arrived. I contacted them they assured me it was still coming but on the tracking number it still hasn't changed. Very poor service
13 mai 2026
Avis spontané
Réponse de Budgetpetproducts
Thanks for your feedback, and we’re very sorry for the delay and frustration caused with your order.
We are, however, glad to see your order was ultimately delivered, though we completely understand this took far longer than expected for an essential item like dog food. We sincerely apologise for the inconvenience caused and appreciate your patience while we worked through these delays.
Be careful
Order placed, payment made and taken from my account but order reflects as incomplete on their website. No confirmation email received, email I sent not responded to and their phone doesn't work.
This is blatant theft. Will never order from them again
5 mai 2026
Avis spontané
Réponse de Budgetpetproducts
We’re sorry to hear about your experience and understand your frustration. We have attempted to locate an order or account under your name but have been unable to find any matching records, so could you please provide your order number so we can investigate this for you as quickly as possible? Please check the payment in your bank statement says Budget Pet Products, as it may be a different pet store.
Attacked by rats
I am actually pretty disappointed with this customer service and won't be purchasing from budget pets again. They are polite enough, but just poor service.
They cannot dispute that my order was eaten by a rat, I had photo evidence and they told me it was transit damage and offered me $10 credit. I refused and asked for a refund.
The order took over a week to be delivered (which in this day and age I believe is too long - and possibly how it was able to attacked by rats) and then they have asked for it to be all be returned and collected by courier.
I believe my full order should have been completely refunded due to this with a full apology, and I should be able to keep the products if I wanted or to be disposed of.
Any other company would have had this issue resolved immediately, there should have been no delay.
27 avril 2026
Avis spontané
Réponse de Budgetpetproducts
Thank you for your feedback, and we’re very sorry to hear about your experience. After reviewing the matter, it does appear you should have been offered a refund option earlier, however a newer team member who is still in training unfortunately provided incorrect information regarding the process.
We completely understand your frustration, particularly given the condition the parcel arrived in and the delays involved. Your feedback has been escalated internally so we can review both the handling of the claim and the communication provided to ensure situations like this are managed more appropriately in future.
Three strikes, I’m done. Terrible company.
This is the third time an order has been delayed. They are difficult because they no longer provide a phone number and you have to request a callback. I did not receive a callback by the end of the day so I used their live chat. I asked to cancel my order because I needed it today and it still hadn’t been sent, I was told cancelling wasn’t possible because a tracking number had been allocated (it was very obviously generated at that moment because the tracking number is invalid on the aramex site). They confirmed the order had not been picked up but they refused to cancel it, telling me instead to “refuse delivery”. It seems like a giant waste of resources and time. I asked if I could pick my items up as I live ten minutes away. Nope. Now I either have to try to tell the driver not to leave the items, or take them back myself to get a refund and hope they actually do it without making more problems. I normally stick with Petbarn and Pet Circle because they are more reliable, Budget used to be the only place I used
But they have gone downhill in a landslide. This is my third and last disappointing experience with them.
20 avril 2026
Avis spontané
Réponse de Budgetpetproducts
Thank you for taking the time to share your feedback, and I’m very sorry to hear about your recent experiences and the frustration this order has caused. We understand how disappointing it is when you needed your items urgently and the process did not meet your expectations.
I would also like to clarify that when a callback is requested, our team always aims to return calls the same business day. If we are unable to reach the customer, we will leave a voicemail where available and also send an email asking for a suitable time to call back. I’m sorry if that did not align with your experience on this occasion.
In regard to cancelling orders, once an order has been packed and processed through dispatch, we are often unable to stop it. In many cases this means the parcel has already been prepared for courier collection, even if tracking updates have not yet appeared online. Aramex collections can begin from 7:30am, which is before our customer service team commence for the day, so there can be times where an order has already moved beyond the point where cancellation is possible.
We certainly understand how this can be frustrating, particularly when timing is important, and I’m sorry this has happened more than once. If you are able to provide your order number, we would be happy to review the specific details of this order and investigate what occurred.
We do appreciate your past support and are sorry to hear we have let you down.
Terrible first order experience...
Terrible first order experience...they have picked Aramex as their delivery courier. They delivered my parcel to the wrong building and had the audacity to send me a blurry proof of delivery photo. I quickly realised its the wrong address because the tiles in the background didnt seem familiar. I had to check our entire apartment complex AND all multiple neighboring buildings....No proper updates or anything.
After a few days, I was lucky that a kind Building Manager in ANOTHER STREET messaged me on the phone and told me they have my parcel.
I had to go fetch my parcel eventually.
Very disappointed at both Budget Pet Products. Any other company would have immediately cancelled and refunded the purchase, rather than leaving the customer waiting for days.
18 mars 2026
Avis spontané
Réponse de Budgetpetproducts
I’m very sorry to hear about your experience, and I completely understand how frustrating this situation must have been, especially for your first order with us.
What you’ve described is not the level of service we expect, and I sincerely apologise for the inconvenience caused. The parcel being delivered to the wrong address and the lack of clear updates is certainly not acceptable. While we do rely on third-party couriers like Aramex, we take feedback like this seriously and will be raising this with them directly.
I’m relieved to hear that your parcel was eventually located, but I appreciate that you had to go well out of your way to retrieve it, which should not have happened.
In situations like this, we do need to allow the courier time to investigate and attempt recovery before we can proceed with replacement or refund, which is why there can sometimes be a delay. That said, we understand how this can feel from a customer perspective, and your feedback is valuable in helping us review our processes.
Thank you for bringing this to our attention, and again, I’m very sorry for the poor experience.
slow delivery and packing and too expensive
I ordered some food for my cats and it took a while to be shipped out and it was delayed
I asked to cancel the order after waiting for 2 days and no tracking number
They said they had already packed and ready to be sent and they couldn’t do anything else and said I’ll receive the tracking number soon
I only received the tracking number in the 3rd day.. then it took a week to arrive
Said it will arrive on Fri, didn’t happen
Then said Tues, didn’t happen and finally came on wed end of day
I used to receive the products within a week but it took about 10 days to arrive this time and the price of the wet food were 10 bucks more expensive each box of 12, compared to another company, and I got a few boxes this time too
I should have checked the price elsewhere first, but I trusted budget pet products and have been ordering from them for years, but I’m utterly disappointed by this order this time
I decided to cancel all other subscriptions i have as the price is no longer competitive and the delivery takes too long
11 mars 2026
Avis spontané
Réponse de Budgetpetproducts
Thank you for taking the time to share your feedback, and we’re genuinely sorry to hear about your recent experience.
We understand how frustrating it is when an order takes longer than expected, particularly when you have previously received your deliveries more quickly. Once an order has been packed and prepared for dispatch, we are unfortunately unable to cancel it as it has already entered the shipping process, which is why our team advised that the tracking details would follow in a dispatch email.
Transit times can occasionally vary depending on courier network conditions, and we’re sorry that the delivery did not arrive on the initially estimated dates. We understand how disappointing that can be.
Regarding pricing, our prices can change from time to time due to supplier costs and market conditions, however we always aim to remain competitive while continuing to provide reliable service and genuine products.
We do appreciate that you’ve been a customer for many years, and we’re truly sorry this particular order did not meet your expectations. Your feedback has been noted and will be shared internally as we continue working to improve our service and delivery experience.
Very poor service
They don’t answer there phones. They take for ever to deliver and I’m only 30mins away order was placed Thursday morning todays Wednesday no sign of parcel. They send parcels with couriers please and have no idea how long it will take. I have had a call back from Manager Mel and I would strongly advise not to use this company. I’ve used many other sites for years this mob are not up to speed. I will never use this company again.
4 mars 2026
Avis spontané
Réponse de Budgetpetproducts
Thank you for your feedback. We’re sorry to hear you were unhappy with your experience.
For clarity, we do offer a callback service on our phone line. Customers can request a call, and during office hours our team will return the call the same day. In this case, you did receive a callback from our team as requested.
When you contacted us regarding your order, the parcel had been in transit for three business days with the courier. As requested, we processed a full refund for your order and also lodged a Return to Sender (RTS) request with the courier. We are still currently working with the courier network to have the parcel returned back to our warehouse.
While courier transit times can vary and are outside of our direct control once dispatched, our team always aims to assist customers as quickly as possible when concerns are raised.
We appreciate you taking the time to share your experience.
Standing 6 weekly order over $200
Standing 6 weekly order over $100. Advised 18/2 that my order was coming due on 25/2. Aramex delivery advised delivery for Friday 27th. Undelivered and no notification. On a previous occasion when delivery was due on a Friday the order was not delivered but advised that they only work Mon-Fri. Next delivery day will be Monday. Happened again this time. Sent advice to Budget but as was Fri no one to respond. Customer service is non existent and using a parcel delivery service that does not operate at weekends in this day and age is pathetic. My cats are on prescription food and I was forced to buy from my local vet as their supply ran out. Finally delivered on March 2nd from a Gold Coast address. 5 days to Sunshine Coast. Cancelled my regular standing order and have discovered that Petstock has an outlet on the Sunshine Coast and is cheaper than Budget. Also found they stock additional items and my order is now over $200 on a regular basis. Don't let "Budget" fool you unless you are looking for "budget" service. After 3 emails I still have not received a response
25 février 2026
Avis spontané
Réponse de Budgetpetproducts
Thank you for taking the time to share your feedback. We’re very sorry to hear about your experience and understand how frustrating this would have been, particularly when your cats rely on prescription food.
For clarity, commercial parcel courier networks in Australia that handle general freight operate Monday to Friday only. Weekend deliveries are typically not part of standard courier services. While a parcel may sometimes show an estimated delivery date late in the week, if it is not delivered that day it will usually move to the next available delivery day, which is Monday.
Unfortunately, transit delays can also occur from time to time within courier networks. When this happens, our Customer Service team does their best to assist by lodging enquiries with the courier and monitoring the delivery to help ensure the parcel reaches the customer as soon as possible.
We’re also sorry to hear that you felt your emails were not responded to promptly. That is certainly not the experience we aim to provide, and your feedback will be reviewed internally so we can continue improving our communication.
We appreciate you sharing your experience and regret the inconvenience this situation has caused.
Long delivery times
I have been using this company for years. It used to be excellent with good prices and fast delivery times but service has declined in recent times. I gave feedback about my dissatisfaction over an order that was lodged on 16 January but did not arrive until 29 January. I had to email and message several times even to get this level of service. 13 days is far too long. I requested a response but just got a generic "thank you for your patience and understanding". As a long time customer I do not feel valued and will look to take my business elsewhere. I have given 2 stars even though my recent experience only warranted 1 star because up until the last year the company has been fine.
After writing this review Budget Pet Products contacted me and explained that it was the courier, Aramex, that was experiencing delays. I suggest that you contact customers in this sort of case so that they know what is going on and when the might expect their delivery. I have added an extra couple of stars in light of your response and in the hope that I don't experience delays of this magnitude in the future. If they do happen then I would hope I would be kept in the loop. Thank you BPP for your prompt response.
29 janvier 2026
Avis spontané
Réponse de Budgetpetproducts
Thank you for taking the time to share your feedback. We sincerely apologise for the delay with your order and the frustration it caused.
We were able to see a couple of days’ worth of communication regarding the delayed order, and please be assured that our team member was diligently following up with Aramex every day to get updates and ensure your parcel was delivered successfully. Unfortunately, Aramex were experiencing delays in your area during that time, which impacted the delivery timeframe.
We greatly value your loyalty over the years and are genuinely sorry that your recent experience did not meet the standard you have come to expect from us. Your feedback has been noted and shared with our team to help improve our service going forward.
Thank you again for your patience and for being a long-term customer. We hope to have the opportunity to restore your confidence in our service in the future.
Ordered on 18th January - Delivery 27th January
Ordered on 18th January, delivery to Sydney on 27th January, how does that work ? I received a package from the USA in 5 days. Yes, they are Budget Pet Products, but 9 days delivery on the East Coast is just ridiculous - I would not recommend purchasing from this company unless you drive Sydney to Gold Coast and purchase in person.
18 janvier 2026
Avis spontané
Réponse de Budgetpetproducts
We understand why this feels frustrating, and we appreciate you raising the comparison.
International parcels often move very differently to domestic freight. Overseas shipments are typically consolidated and flown directly into Australia, then cleared and sent straight to the destination state, which allows them to bypass several sorting stages within the local network.
Domestic parcels, however, must travel through multiple distribution hubs and generally move by road between states. As our warehouse is based in Queensland, parcels travelling to NSW and other states need to be line-hauled across state borders, which can take several days under normal conditions.
On top of this, the recent holiday period has created additional congestion across courier networks, resulting in longer transit times than usual, even along the east coast.
While we appreciate that 9 days is not ideal, this timeframe reflects current domestic freight conditions rather than a delay in dispatch from our end. Your feedback is noted, and we do genuinely understand the frustration when delivery expectations are not met.
Always delivery failures that take weeks
I have used this service for about 5 times on big orders. The delivery has failed on 2 times, one was over 3 weeks and the other was also over 3 weeks with multiple complaints and escalations and to get a refund was another huge hurdle.
I will not order with this service again and have gone with Petbarn, same prices, free delivery in 2 hours.
8 janvier 2026
Avis spontané
Réponse de Budgetpetproducts
We’re genuinely sorry to hear about your experience and appreciate you taking the time to share this feedback.
While many orders are delivered within expected timeframes, we acknowledge that in some cases, particularly during periods of high courier congestion, deliveries can take significantly longer than anticipated. When this occurs, we understand how frustrating it is, especially when escalations and refunds do not feel as timely as they should. However we have to work with the courier service to ensure the parcel will come back to us if just delayed or if deemed lost.
We can see in your case, you have been refunded, and the parcels have been RTS successfully. Thank you again for your feedback. We do wish you and your pets all the best.
Received our order promptly
Received our order promptly, I have to buy Kong toys as our Belgium Malamute has a relentless bite force & shreds most things really quickly, the Kong Wubba’s last well & I found the prices at Budget Pet Products some of the cheapest I’ve seen for Kong. Highly recommend Budget Per Products.
12 janvier 2026
Avis spontané
Réponse de Budgetpetproducts
Thank you so much for your wonderful review.
We are delighted to hear your order arrived promptly and that the KONG Wubba toys are standing up to your Belgian Malamute’s impressive bite force. They are certainly a great choice for strong chewers, and we are pleased we could offer them at such competitive pricing.
Thank you for the recommendation and for choosing Budget Pet Products. We truly appreciate your support and look forward to assisting you again in the future.
Don't follow up with customers, or actually deliver orders.
Don't follow up with customers.
As alllllll the other people state here Aramex is just total crap.
So your shipping section on the website has no expected shipping time frames, order confirmation does not advise shipping time frames, dispatch email has a link to the tracking but still NO expected shipping time frame. So then I enquire, why am I still waiting for my delivery? Oh now I can get a shipping time frame and based on that should be arriving today.... well obviously considering that the tracking showed it still hadnt even arrived at the depot here in Victoria pretty clear it wont be getting delivered that day?
Now here I am 5 days later. Yesterday (12/01) "scanned into Melbourne depot" and then this morning, I check the tracking and theres a scan dated today (13/01) scanned into Melbourne depot. Yesterday's scan, nowhere to be seen in the history.
The promised enquiry lodged to Aramex from BPP? Well I haven't had any update at all from them. Gold members get "priority customer service" so I really feel terrible for people who aren't gold members if this is the priority customer service.
Adding insult to injury theres a sharp uptake in youtube and Facebook ads for BPP the past week - yeah awesome, maybe include free shipping *result may vary on actual delivery.
Update: 21st January - still NO delivery. Still no ETA. What "updates" I get from BPP are just stating the same information that I can see in the tracking.
8 janvier 2026
Avis spontané
Réponse de Budgetpetproducts
Thank you for taking the time to share your feedback. We genuinely value all of our customers, including our Gold members, and we are sorry for the frustration this experience has caused.
We would like to reassure you that your delivery issue is being actively monitored by our team. An enquiry has been lodged with Aramex, and we will continue to follow this up on your behalf and provide you with updates as they are made available to us.
Unfortunately, there are still ongoing transit delays within the Melbourne network following the December holiday period, due to the unusually high volume of parcels moving through depots. While we understand this does not lessen the inconvenience, Aramex has advised they are working through the backlog as quickly as possible and doing their best to get parcels delivered as soon as they can.
We acknowledge your feedback regarding visibility of delivery timeframes and communication, and this has been noted for internal review as we continue to improve transparency and customer experience.
Thank you again for raising your concerns. We appreciate your patience and the opportunity to address this, and we will remain in contact as the delivery progresses.
Disappointed
Good prices, but the worst delivery service. Order at least a month’s in advance, always delayed. Obviously a dodgy company relying on cheaper courier prices for business, I will now shop elsewhere - rather support a company that supports clients with a delivery fee than to wait for weeks with a constant delivery delayed message.
6 janvier 2026
Avis spontané
Réponse de Budgetpetproducts
Thank you for your feedback. We’re sorry to hear about the delays you’ve experienced. We understand how frustrating that can be.
During the December holiday period, transit delays can occur due to the high volume of parcels on the courier network. To help us lodge a formal complaint and investigate your specific order, could you please provide your order ID?
We appreciate you bringing this to our attention and giving us the opportunity to improve.
I find this company trustworth and value for money
I have found this company to be extremely good. They give a great price, the website is easy to navigate, they delivery promptly and they respond to any emails quickly. I had some products delivered recently and the plastic containers were damaged and they gave me a store credit immediately, which they did not need to as the treats were in no way damaged. I find them to be a trustworth company and will continue to use them for my pets.
1 décembre 2025
Avis spontané
Réponse de Budgetpetproducts
Thank you for taking the time to write this review, we really appreciate the feedback and we'll remain committed to working hard providing great customer service and improving where we fall short.
RIP OFF
Absolute rip off when I returned unsuitable product, I had to pay return postage and refund was significantly less than what I paid.
Shocking business practice - I will never use this company again and will let everyone know how rubbish they are.
30 octobre 2025
Avis spontané
Réponse de Budgetpetproducts
Thank you for your feedback.
We’re sorry to hear you feel disappointed with your recent return experience. Our return policy is available on our website for customers to review at any time, and we do our best to make the process as clear as possible.
After checking the return you’ve referred to, the item was purchased for $18.99 and you were refunded $18.99 in full. The only cost not covered is the return postage, which is outlined in our policy for change-of-mind returns.
We appreciate you taking the time to share your concerns, and we’ll continue working to ensure our processes remain transparent and fair for all customers.
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