PETMALL Flagship Store

Why does she like this so much! Thanks for the gift today

Beware - the manager of Petmall is extremely dodgy and may try to cheat you. I was a long-term customer of this store for about a year or so, it's more expensive than most others in the area but it was convenient for me to order basic supplies from. I recently had an incident where I received what had clear indications of being a fake/imitation product. This is a product I've been using for 5+ years - the logo on what I received was different from the picture and the product itself was very low quality compared to the genuine product. When I contacted the store about it, they immediately volunteered a refund as there were obvious differences between the pictured product and what I received (the logo was different to the genuine product, so it was obvious there was something wrong). He requested I come to the store to refund - not great service considering it was the stores fault for sending a product not matching the picture (and a possible fake) but I was patient and went along with it anyway. However, when I went to the store to get the refund as agreed, he refused to give a full refund but only a much smaller partial refund despite clear evidence of the product being inauthentic and not the product advertised in the picture (just from only looking at the packaging it was clearly a different logo - a clear red flag). I don't believe the manager was knowingly or intentionally selling a fake/imitation product (though I don't know) but he was too arrogant to consider or investigate the possibility that there may have been a problem with the product or any fault on their end or supplier, despite clear evidence (different logo and poor quality) to strongly indicate it wasn't a genuine item, and wasn't willing to take any responsibility. His attitude was strangely petty and narcissistic and he even went to the trouble of messaging me at 11pm that night just to tell me that I was wrong and that he was in the right (which was very bizarre behaviour in itself). Unfortunately, the agreed refund meant that I wasn't in time to get a refund through Grab as their refund policy means it's necessary to report within 24 hours. However, I did contact Grab who also agreed the product I received was not what I ordered and they did then contact Petmall (Grab customer service was excellent in this situation) and I did eventually manage to get a full refund from Petmall in the end. When I went to message a polite "thank you" for resolving the situation out of common courtesy after getting the refund I found the manager had blocked me on Zalo from the official Petmall account (after a few more passive aggressive messages). An extremely disappointing experience with a company that I'd been a very loyal customer to (1-2 million VND per week on basic pet supplies for at least the last year or so).

This is the flagship store but they don’t bother to put the prices on a single item. How is anyone supposed to shop efficiently when the shopgirl has to check literally every single individual item?

Went here in a bit of desperation since my cat food was almost finished. Been to several store where they do not how my specific one, and you know how it is with switching their food…. Amazing store, they had good selection of cat food (including my specific) and also variation of cat litter, toys and all else cat supply. Highly recommend

Good shop buy some dog food