Pet Shops Compared

Advertisement

Canstar Blue’s 2019 pet shop review has seen Pet Circle, Budget Pet Products, Petbarn, Best Friends, Pet Stock and My Pet Warehouse compared on their website/store layout, value for money, range of products on offer and overall customer satisfaction.

See our Ratings Methodology.

blue-msc-pet-shops-2019 small

Most Satisfied Customers | Pet Circle

Pet Circle has spun itself to the top of the leaderboard in our first ever pet shop ratings, scoring five stars for its website/store layout, value for money, range of products on offer and overall satisfaction.

Pet Circle shakes off the competition to lead pet shop ratings

Whether you’re a seasoned pet owner or a first timer, buying for your pet can be both a fun and daunting task. As pets bring so much joy into our lives, we always want the best for them, but finding the right pet shop for all the supplies to keep them happy isn’t easy. When it comes to pets, there are brands upon brands, but you’ll want a pet store than can offer the right products, at reasonable prices. You’d be barking mad to accept otherwise.

To give you a helping paw, in our inaugural pet shop ratings, we’ve surveyed hundreds of Aussies to ask about their thoughts on the pet store they’ve most recently purchased from, which includes stores that exclusively sell pet-related products in store or online. In 2019, six major chains achieved the minimum sample size to be included in our review, but just one rated five stars for overall satisfaction – Pet Circle. It also achieved top marks for its website/store layout, range of products on offer and value for money.

Best-Rated Pet Shops

woman selecting bowl in pet shop

The six chains compared in our inaugural review of pet shops were rated in the following order for overall customer satisfaction:

  • 1st Pet Circle
  • 2nd Budget Pet Products
  • 3rd Petbarn
  • 4th Best Friends
  • 5th Pet Stock
  • 6th My Pet Warehouse

Budget Pet Products and Petbarn received four stars for overall satisfaction, while Best Friends, Pet Stock and My Pet Warehouse got three stars apiece. Alongside this year’s winner, Budget Pet Products rated five stars on value for money, while Petbarn scored top marks for its range of products on offer, as did Pet Circle.

Let’s now get an overview of what each shop offers.

Pet Shops

Pet Circle

pet circle logo large

Pet Circle is one of Australia’s largest online pet shops. It stocks a range of major brands, including Royal Canin, Advance, Hill’s Science Diet, Black Hawk and Instinctive Bite. It also has pet food to support health concerns and special animal needs, including vet prescription diets along with flea, tick and worming treatments and other medications.

In addition, it features a large range of pet accessories from dog beds and cat treats to a variety of fish, reptile, bird, rabbit, and horse products. It offers nationwide delivery and free shipping in metro areas as well as a price match guarantee. There’s also a section on its site called ‘Pet Care Tips’ filled with articles from a team of pet experts and product gurus.

  • Pet Circle got five stars for overall satisfaction, value for money, website/store layout and range of products on offer.

Budget Pet Products

budgetpetproducts

Budget Pet Products says it is an Australian-owned and family-run business, with a vision to bring pet products to the public at affordable prices. On its website, you can shop by pet type or brand, with a range of food, toys, treats and supplements on sale. It also provides a grooming service for your furry friends. Brands featured include Hill’s, Royal Canin and Advance.

To help save time, Budget Pet Products also offers Auto Delivery, which allows you to select the items you need and schedule a dispatch date. If you’re running low or still have plenty of food, the Auto Delivery system has the flexibility to change, skip or cancel deliveries online with no fees. You’ll also receive reminders to help keep track of upcoming deliveries.

  • Budget Pet Products achieved five stars on value for money but four stars across all other areas, including overall satisfaction.

Petbarn

petbarn_logo_large

Petbarn is part of Greencross Limited, claimed to be Australasia’s largest integrated consumer facing pet care company. It’s one of Australia’s leading pet supply retailers with specialty stores located across the country. It provides a range of services including a puppy school, insurance, hotel, sitters, grooming and DIY dog washing facilities.

It offers a wide variety of items for all of your pet’s needs, including food, animal pharmaceuticals, toys, kennels, hutches, runs and pet carriers, as well as educational books, dog and cat grooming products. In addition, it has pet health products and supplements, plus pet shampoos and skin conditioners.

  • Petbarn was rated four stars for overall satisfaction, value for money and website/store layout, but achieved five stars for its range of products available.

Best Friends

bestfriends logo small

Best Friends is a local, one-stop-shop for almost everything your pets need. From a large range of pet accessories, to its Grooming Salon, a full-service veterinary clinic for consultations, dental checks and vaccinations, plus a Puppy Pre-School and kitten adoption service, the retailer will have you covered in almost every area.

It offers a range of food for dogs, cats, birds, fish and small pets, and features major brands like Kong, Ivory Coat, Hill’s Science Diet and FuzzYard. There are accessories for every pet, from beds and bedding to travel and outdoor. You can also bring your dog in store and let them trial the toys, as well as browse the treats. In addition, you’ll find a Health & Wellness centre with dog and cat prescription diets, skin and coat care, parasite prevention treatments and more.

  • Best Friends got three stars for overall satisfaction and value for money, plus four stars in the two remaining categories – website/store layout and range of products.

Pet Stock

pet stock logo

Pet Stock is an Australian, family-owned and operated business born in 2002 in regional Victoria. It offers a range of food, treats and toys for dogs, cats, fish, birds, small animals, reptiles, chickens and horses, with plenty of brands to choose from, including Black Hawk, Glow, Hill’s and Royal Canin.

Pet services available include grooming, a puppy school, pet adoption, cat boarding, DIY wash, Pet ID tags, as well as water testing, which features a free fish tank H2O test without appointments required. Pet Stock also has a veterinary clinic for vaccinations, consultations and health checks.

  • Pet Stock received four stars on value for money but just three stars in all other areas, including overall satisfaction.

My Pet Warehouse

pet warehouse logo large

My Pet Warehouse opened in 2009. It’s an Australian-based online pet store with the addition of 13 physical stores in Australia’s largest capital cities. In its online store, it states you’ll have over 8,000 pet product lines to choose from, including essential items such as pet food and beds, as well as treats and toys. It also features an online blog with a variety of educational articles, infographics and guides.

For dogs, it features dog foods including prescription lines, as well as an assortment of accessories like dog toys, collars, leads, beds and harnesses. For cats, you’ll find a wide selection of cat food, litter trays and scratching posts online. And there’s also plenty available for the little pets including birds, reptiles, fish, guinea pigs, rabbits and rodents.

  • Rounding out this year’s results, My Pet Warehouse was rated three stars for overall satisfaction but four stars in all other rated categories.

What to consider when shopping for your pet

Little dog with owner

Along with finding out which pet stores Aussies rate best, our research also identified the following drivers of customer satisfaction for pet owners:

  • Website/store layout: 41%
  • Value for money: 33%
  • Range of products on offer: 27%

Website/store layout is the biggest driver of customer satisfaction with pet stores, the research found. Whether you go in-store or shop online, you want it to be easy to navigate, so you can find everything you need with ease. It also makes sense why ‘value for money’ was the second most important factor for pet parents as having a pet can become quite costly.

A quarter (25%) of survey respondents said they often spend more than they plan to when it comes to buying for their pet, while one in five (21%) admit they tend to make impulse purchases and 12% make seasonal purchases.

In addition, a third (35%) of Aussies surveyed said they like their pet more than some of their immediate family, so it’s not surprising if they tend to buy a few extras for their four-legged pal. 30% said they spoil their pet too much but only 11% indicated that having a pet has put a strain on their finances.

Should I buy online or in-store?

buying supplies for little puppy

In terms of where consumers shop, 17% of Aussie pet-owners said they generally go online rather than in-store. It can be cheaper and more convenient in the long term to buy items in bulk online such as pet food. But be sure that you’re buying a reputable brand and shop around.

One in five (20%) survey respondents said they do all their shopping with the same pet store chain, and 40% trust the advice they receive from staff at their pet store.

When asked their reasons for visiting the same pet store, survey respondents said:

  • It’s the most convenient to shop at: 58%
  • I have a membership with my pet store chain: 51%
  • I’m familiar with the store layout and don’t want to change: 44%
  • Specials/discounts: 43%
  • I think it has the best quality products: 42%
  • I think it’s the cheapest: 25%

While you may like to visit the same pet shop, don’t limit yourself to one location as you may find some great bargains and a larger variety elsewhere. 44% of survey respondents said they have purchased from multiple pet stores. So, whether you’re after some pet food or pet toys and accessories, there are plenty of stores to help you find exactly what you’re looking for.

Dog Food Reviews

Picture credits: Africa Studio/shutterstock.com, Branislav Nenin/shutterstock.com, Nomad_Soul/shutterstock.com

Frequently Asked Questions

Canstar Blue surveyed 3,000 Australian adults across a range of categories to measure and track customer satisfaction, via ISO 26362 accredited research panels managed by Qualtrics. The outcomes reported are the results from customers within the survey group who have purchased a product(s) from a pet supply store in the last 12 months (this refers to specialty stores that sell pet-related products only, either instore or online) – in this case, 962 people.

Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then by mean overall satisfaction. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.

Advertisement