Budgetpetproducts Recenzje 118

Odpowiedź od Budgetpetproducts

4 dn. temu

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.

Odpowiedź od Budgetpetproducts

19 mar 2026

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.

Odpowiedź od Budgetpetproducts

13 mar 2026

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.

Odpowiedź od Budgetpetproducts

9 mar 2026

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.

Odpowiedź od Budgetpetproducts

9 mar 2026

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.

Odpowiedź od Budgetpetproducts

30 sty 2026

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.

Odpowiedź od Budgetpetproducts

23 sty 2026

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.

Odpowiedź od Budgetpetproducts

23 sty 2026

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.

Odpowiedź od Budgetpetproducts

15 sty 2026

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.

Odpowiedź od Budgetpetproducts

15 sty 2026

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.

Odpowiedź od Budgetpetproducts

6 sty 2026

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.

Odpowiedź od Budgetpetproducts

2 sty 2026

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.

Odpowiedź od Budgetpetproducts

21 lis 2025

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.

Odpowiedź od Budgetpetproducts

13 lis 2025

Thank you for your feedback. We’re sorry to hear delivery hasn’t been smooth for you. We do have an option at checkout for customers to add Authority to Leave (ATL), which can help avoid the need for a signature, especially helpful for rural deliveries.

We appreciate you taking the time to share your experience and will continue working with our courier partners to improve delivery times.

Odpowiedź od Budgetpetproducts

12 lis 2025

Thank you for sharing your feedback, and we’re very sorry for the frustration this experience has caused. We completely understand your concern, especially given the delivery instructions you provided.

When a customer advises that a parcel hasn’t been received, we must allow the courier time to investigate the delivery and determine the outcome. Once we received the results from Aramex, we immediately provided you with the option to either have a refund or a replacement sent, ensuring you could choose the resolution that worked best for you. And it looks like in your case, you chose for the order to be refunded, which was processed straight away.

We truly appreciate your patience while we worked through this situation, and we’re committed to improving our processes to make experiences like this as smooth as possible for our customers.

Odpowiedź od Budgetpetproducts

7 lis 2025

Thank you so much for taking the time to share your experience. We really appreciate your honesty and ongoing support over the years! We're so glad that your Auto Delivery orders have been smooth and that our team has been able to assist you quickly when needed.

We understand your frustration with courier services and agree that experiences can vary between areas. We’ll continue working closely with our delivery partners to improve consistency across all regions.

Thanks again for your thoughtful feedback. We’re glad to have you (and your dogs) as part of the Budget Pet Products family.

Odpowiedź od Budgetpetproducts

5 lis 2025

We’re sorry to hear about the delay with your recent order and understand how frustrating this experience has been.

We can see that your parcel has now been delivered on 4 November, though it does appear there was an unexpected delay at the Aramex Melbourne depot, which unfortunately held things up longer than usual.

We completely understand your disappointment, as this isn’t the level of service we aim to provide. We’ve shared your feedback with Aramex so they can review the delay at their end.

Thank you for your patience while this was resolved, and we do hope your furry friend is now enjoying their food.

Odpowiedź od Budgetpetproducts

5 lis 2025

Thank you for your feedback and for being a loyal customer over the years. We really appreciate your continued support.

Our free shipping offer is only available via courier delivery, and unfortunately, couriers are unable to deliver to Australia Post addresses, including PO Boxes and Parcel Lockers. Orders sent to these addresses must be shipped via Australia Post, which does incur a postage fee due to the higher delivery costs associated with that service.

We’re sorry for any confusion or inconvenience this caused when updating your address, and we’ll pass your comments on to our team to see how we can make this clearer at the time of checkout or address change.

Thank you again for taking the time to share your experience. We appreciate the feedback and the opportunity to improve.

Odpowiedź od Budgetpetproducts

30 paź 2025

Thank you for sharing your concerns. We’re very sorry to hear about your experience and understand how frustrating this must feel. We want to assure you that customers are never automatically signed up for Auto Delivery. Opting in is always a choice made during checkout, often with a discount applied, and some customers may forget they selected it.

Auto Delivery is easy to manage in your account, including cancelling, but it’s important to ensure you’re logged into the correct account if you have multiple accounts. We also send a reminder 7 days before and an SMS 2 days before your order is processed, giving ample time to cancel if you no longer wish to proceed.

If you provide your order number, we can check our Auto Delivery records to see when it was set up and share that information with you to help clarify the situation.

We take feedback like this seriously and are committed to being transparent with our customers.

Odpowiedź od Budgetpetproducts

27 paź 2025

Thanks so much for your feedback! We’re glad to hear you had a great experience overall, with well-packaged items and pricing you’re happy with. Four days for delivery isn’t too bad, but we’ll always aim to be as speedy as possible.