www.luckypet.com.au

Inconsistent

I don't think Lucky Pet Supplies have a customer service team. This can cause major issues if you need to return a product. I called to return an item for a refund, and spoke to Jo, one of the business owners. She then emailed me with return instructions. I returned the item, which was delivered back to the warehouse shortly after. After a couple of weeks I still had not received a refund. I attempted calling 4 times, and emailing twice, with no response. Then I resorted to using their online enquiry form to tell them I'd be taking further action if I didn't hear from them by the end of the day. That seemed to work as I got a response later that night. Jo attempted to shift responsibility by claiming she had not received any of my emails, and had received no calls from me. I then provided her with proof via call logs and a copy of the emails I had sent. She then attempted to excuse her unavailability with travel, then tried to tell me the warehouse received my returned product a week later than the tracking number suggested. I did not get a refund for it until I raised a PayPal dispute, to which Jo agreed to finally refund me. Their products are legit however their customer service is severely lacking. When the products arrived, they were covered in a thick layer of dust/dirt. Ironically, Jo asked me to make sure the products were clean upon return. I don't think they check the condition of their products in the warehouse before they get sent out. This experience showed a clear lack of professionalism, follow-through, and honesty. Unfortunately, I think that says a lot about the person running the business. It's really important as a business owner to display integrity and accountability.

Date of experience: May 20, 2025