Petworld XXL Somerset West

Super impressed with the options and the prices on pet food...will do all my pet shopping here in the future. Minus one star for customer service.... simply doesn't exist... miserable staff and almost nobody to help in the isles but otherwise it's great.

We were lucky enough to be helped by Chris-Maré in the small pet section (rabbits, hamsters etc.), and honestly, we were blown away. She has an incredible depth of knowledge and really cares deeply about the animals. You're really in good hands if you need in-depth, honest advice! Every question we had was answered clearly, patiently, and with genuine enthusiasm. She is an absolute credit to the store – her passion and expertise made all the difference. Thank you Chris-Maré!

Very spacious, but the staff were not too friendly. Felt like I stepped into the 1980s. Staff spoke down to myself, and my kids. Overall, the store was clean, spacious, the stock was impeccable and the Adopt-a-Pet lady was there with kittens and Main Coons, which the kids loved! I would go again, but dealing with some of the staff I'll probably avoid.

I walked around for about 20 min. Not a person came to assist me. Although they definitely saw me. Also guy at till was totally disinterested, hardly said a word. Did not help hand my items back to me and was rather chatting to the other cashier. I definitely won't come here. I might as well have been in a totally self service store. Actually, I recommend this if you are unable to train the staff on customer service. Lee-Ann

I’ve been a recurring customer for the last 6 years. However I have started to find our pet shopping experience to be totally unpleasant. The staff have no etiquette when it comes to children and in actual fact I believe they either need to be trained to communicate at an acceptable level and tone. Today one of the female staff members (actually the second occasion same staff member) took it upon herself to speak to my 4 year old daughter in a harsh disciplinarian tone (p.s she cannot read the signs that say "do not touch the glass") and we were but a second around the corner. Considering all my child was doing was attempting to put a piece of straw back in the bunny cage (not actually touching the glass). We have 4 dogs, we love animals, we respect the rules and we actively as parents try ensure our kids stick to the rules too. This is about how the staff spoke to my 4 year old child, instead of getting down to her level and explaining why it wouldn’t be a good idea to put the straw back - they unfortunately do not know any better. The staff walk around like they are security guards instead of asking clients if they require any assistance or making for a more pleasant shopping experience, instead they lurk and follow you around waiting for an opportunity to scold. After 6 years I certainly will not be back. The incident was totally innocent and handled so unprofessionally.

👉🏻 UPDATE: Yesterday the team from Somerset West helped me out with a new light and I want to thank them for their help with this process. I must however still mention something that is a big problem in any business and I am sharing this from a managing position. If you tell a customer that your regional manager will call the customer, but days later the customer still has not heard anything and is forced to call the shop again and again just to get feedback it still leaves the customer thinking "they are not taking me serious and they don't seem to care for their customers needs". Please team, if you tell a customer one thing and do another it does not boast customer loyalty or credibility. =================+ As a business owner and manger I rarely put negative reviews on Google, but when after a long time of bad experiences you still get no help I must speak out of my experience. I have been a frequent customer for more than a year. Their stock and quality of product is generally very good, however their Admin and management has fallen short very badly. I've ordered fish numerous times and only once received a call, the rest of the times they "forgot" even though it was written down in their book. In July i baught an expensive aquarium light and the staff assured me it can be used in a tank with a canopy, but after two months it broke because of condensation so the swapped it out and told me to make holes in the canopy with the new light. Then the second light went, so I took it back. They took the light and slip and told me they would call me back the Monday. This was Saterday. At the same time one of the staff acknowledged that even though they have open tanks they also have issues with this brand of light. After almost a week of not hearing from them we stopped by the shop and now they are refusing to replace the light because apparently we voided warrentee because we had a canopy on our tank, but nowhere on the box does it state that you can't use it with a canopy and I used it with recommendation from the staff. I honestly feel lied to and appalled by the exceptionally bad management and administration of the shop. This I'm saying not for one incident but after months of being patient and friendly with the staff even with my frustrations.

Was hesitant to send my fur baby here for grooming from other reviews but honestly they listened to everything I asked for, and also I showed reference images! So happy! Love the friendly staff and experience every time I go to the pet store and now it looks like this will be our groomer for the foreseeable future!