Paul F.

I am definitely not one to write negative reviews, but having had such a bad experience with this company, I hope I can help others avoid a similar experience (I should have read the other negative reviews).

I purchased both a dog door and a locking adapter from Lucky Pet.
There was a bracket missing from the dog door, rendering the locking adapter useless. I reached out explaining there was a missing part, and was told to leave it with them.

In the 4 weeks I waited for a response regarding the replacement part, I had to organise an alternative solution to secure the door and my house.
After 4 weeks I reached out and requested a refund due to the lack of replacement part.
Jo then lied to me, saying that a replacement part had already been sent out a few weeks earlier, and that she had sent me a tracking number. None of these things were true, and it seemed she was only saying this to try and save face.

I had offered to pay another $15 postage in order to return the product, but was told I would not be unable to return it because it had been longer than a week since purchase.
After much back and forth, they agreed to a refund, but then told me it would cost more than 3x the original postage amount to return it ($50), which seemed like a ploy to steal money back.

I ended up speaking with Consumer Affairs, who told me that Lucky Pet should be processing the refund, and covering all return postage costs; they instructed me to write an official letter of complaint outlining the above. Jo ignored this letter, claiming to be on holiday and that she wasn't going to have access to her emails for *7 weeks*, and that she would be ignoring all emails prior.
This was a lie, as she promptly responded via email to a fake customer request I placed through their website a few days later.

I still haven't heard back to my letter, and now have to take this to VCAT in order to find a resolution.

I really hope this story can help someone avoid this horribly unprofessional, and unethical, company.