Based on recent customer reviews, Petworld receives polarised feedback from its South African customer base. Satisfied shoppers consistently mention helpful and knowledgeable staff, with team members like Moeti Patricia and Vannessa singled out for genuine care, product variety, and smooth online ordering experiences. However, a recurring theme among dissatisfied customers involves concerns around misleading product labelling, particularly on small animal food, alongside complaints about steep pricing, rude service at certain branches, and unreliable delivery fulfilment. Grooming policy decisions affecting animal welfare also draw criticism from pet owners.
Replied to 80% of negative reviews
Reply time on negative reviews: 47h 5m
TrustIndex
4.9
Ranking
#1
in Pet Stores
Reply Time
74h 5m
NPS Score
-34
Recommended: Unlikely
Replied to 80% of negative reviews
Reply time on negative reviews: 47h 5m
Dec '25 - Nov '26
Frequently Asked Questions About Petworld
What do customers say about Petworld?
Based on recent customer reviews, Petworld receives polarised feedback from its South African customer base. Satisfied shoppers consistently mention helpful and knowledgeable staff, with team members like Moeti Patricia and Vannessa singled out for genuine care, product variety, and smooth online ordering experiences. However, a recurring theme among dissatisfied customers involves concerns around misleading product labelling, particularly on small animal food, alongside complaints about steep pricing, rude service at certain branches, and unreliable delivery fulfilment. Grooming policy decisions affecting animal welfare also draw criticism from pet owners.
Is Petworld trustworthy?
Petworld has a TrustIndex of 4.9 out of 10 on Hellopeter, based on 12 reviews in the last 12 months. They reply to 80% of negative reviews, typically within 47 hours 5 min. Hellopeter has tracked Petworld across 149 total reviews. How is the TrustIndex calculated? →
Recent reviews (12)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Aug 2024
MISLEADING ADVERTISING
Misleading advertising. Shows on the website 15% discount on Royal Canin food. Went to the store to purchase, the manager Erica informed me the discount is only when you purchase online, no discount when purchase in store. It does not state on the website that it is only 15% when shopping online Will never buy from Petworld XXL again
1 reviews | Active since Aug 2024
MISLEADING ADVERTISING
Misleading advertising. Shows on the website 15% discount on Royal Canin food. Went to the store to purchase, the manager Erica informed me the discount is only when you purchase online, no discount when purchase in store. It does not state on the website that it is only 15% when shopping online Will never buy from Petworld XXL again
1 reviews | Active since Jun 2026
Consumers Beware: Misleading Shelf Pricing and Poor Customer Service
Today my mother, brother, and I visited PetWorld XXL in Somerset West to purchase a 4kg bag of Royal Canin cat food. On the shelf, the product was clearly advertised at R499.99. However, when we reached the till, we were charged R880.00. We immediately brought this to the attention of the manager and explained that the displayed shelf price was R499.99. Rather than acknowledging what appeared to be a merchandising error, the manager repeatedly insisted that the barcode on the shelf label was different and refused to honour the displayed price. As ordinary consumers, we rely on the prices displayed on the shelves when making purchasing decisions. Customers are not expected to compare product barcodes with shelf labels—those are internal stock control mechanisms and not something the average shopper would reasonably verify. What was most disappointing was the manager’s attitude. Instead of resolving the issue professionally, she became confrontational, raised her voice, and repeatedly stated that she would not sell the product at the advertised price. In my view, this was a poor example of customer service and demonstrated a complete disregard for consumer rights. To make matters worse, after we left the checkout, the manager appeared to joke with her colleagues about the situation. Whether intentional or not, this came across as dismissive and disrespectful after we had raised a legitimate concern. The experience left us feeling that our concerns were not taken seriously. We ultimately left without purchasing the item and bought the exact same Royal Canin cat food from Crazy Pets at a better price. Consumers should be aware of their rights when advertised prices differ from the amount charged at the till. Businesses should ensure their shelf pricing is accurate and, when mistakes occur, handle them professionally and fairly rather than blaming the customer. I sincerely hope Pet World XXL investigates this incident, reviews its pricing practices, and provides additional customer service training to management so that other customers are not treated in the same manner. Another concern was that the manager was not wearing a visible name badge or any form of identification. As a customer, this made it impossible to identify the individual responsible for handling the complaint or to refer the matter accurately when escalating it. Managers dealing directly with the public should be clearly identifiable, particularly when resolving consumer disputes.
1 reviews | Active since Jun 2026
Consumers Beware: Misleading Shelf Pricing and Poor Customer Service
Today my mother, brother, and I visited PetWorld XXL in Somerset West to purchase a 4kg bag of Royal Canin cat food. On the shelf, the product was clearly advertised at R499.99. However, when we reached the till, we were charged R880.00. We immediately brought this to the attention of the manager and explained that the displayed shelf price was R499.99. Rather than acknowledging what appeared to be a merchandising error, the manager repeatedly insisted that the barcode on the shelf label was different and refused to honour the displayed price. As ordinary consumers, we rely on the prices displayed on the shelves when making purchasing decisions. Customers are not expected to compare product barcodes with shelf labels—those are internal stock control mechanisms and not something the average shopper would reasonably verify. What was most disappointing was the manager’s attitude. Instead of resolving the issue professionally, she became confrontational, raised her voice, and repeatedly stated that she would not sell the product at the advertised price. In my view, this was a poor example of customer service and demonstrated a complete disregard for consumer rights. To make matters worse, after we left the checkout, the manager appeared to joke with her colleagues about the situation. Whether intentional or not, this came across as dismissive and disrespectful after we had raised a legitimate concern. The experience left us feeling that our concerns were not taken seriously. We ultimately left without purchasing the item and bought the exact same Royal Canin cat food from Crazy Pets at a better price. Consumers should be aware of their rights when advertised prices differ from the amount charged at the till. Businesses should ensure their shelf pricing is accurate and, when mistakes occur, handle them professionally and fairly rather than blaming the customer. I sincerely hope Pet World XXL investigates this incident, reviews its pricing practices, and provides additional customer service training to management so that other customers are not treated in the same manner. Another concern was that the manager was not wearing a visible name badge or any form of identification. As a customer, this made it impossible to identify the individual responsible for handling the complaint or to refer the matter accurately when escalating it. Managers dealing directly with the public should be clearly identifiable, particularly when resolving consumer disputes.
1 reviews | Active since Feb 2023
EXCEEDING EXCELLENCE
Excellent service, fast and speedy response with the best prices in Gauteng for high quality food. Thank you.
1 reviews | Active since Feb 2023
EXCEEDING EXCELLENCE
Excellent service, fast and speedy response with the best prices in Gauteng for high quality food. Thank you.
1 reviews | Active since Nov 2025
I recently visited the Petworld
I recently visited the Petworld XXL Somerset West store, and it was a truly pleasant experience. The store is well-stocked with a fantastic range of products, and I found everything I needed for my pets without any hassle. What really stood out, though, was the staff. I had a few questions about a new type of food, and one of the team members, much like the 'Moeti Patricia' mentioned in other reviews, was incredibly helpful and knowledgeable. Their genuine enthusiasm for animals made the visit even better. The only reason I'm not giving a full five stars is that the checkout process felt a little slow, but it's a minor point compared to the overall positive experience. For anyone looking for quality pet supplies and friendly, informed service, Petworld XXL Somerset West is definitely worth a visit!
1 reviews | Active since Nov 2025
I recently visited the Petworld
I recently visited the Petworld XXL Somerset West store, and it was a truly pleasant experience. The store is well-stocked with a fantastic range of products, and I found everything I needed for my pets without any hassle. What really stood out, though, was the staff. I had a few questions about a new type of food, and one of the team members, much like the 'Moeti Patricia' mentioned in other reviews, was incredibly helpful and knowledgeable. Their genuine enthusiasm for animals made the visit even better. The only reason I'm not giving a full five stars is that the checkout process felt a little slow, but it's a minor point compared to the overall positive experience. For anyone looking for quality pet supplies and friendly, informed service, Petworld XXL Somerset West is definitely worth a visit!
1 reviews | Active since Dec 2009
MISLEADING PET OWNERS
PETWORLD MISLEADS CUSTOMERS WITH WRONG LABELING ON FOOD FOR PETS . BE AWARE!!!!!!!
1 reviews | Active since Dec 2009
MISLEADING PET OWNERS
PETWORLD MISLEADS CUSTOMERS WITH WRONG LABELING ON FOOD FOR PETS . BE AWARE!!!!!!!
1 reviews | Active since Apr 2026
Petworld XXL the worst franchise petshop in SA
Petworld XXL the worst franchise petshop in SA. Sky high prices, *********** and unfriendly staff especially at the Cape Gate branch. They also make decisions on processes without taking animals and clients into concideration. Like no longer wanting to have the qualified vet check and sedate cats before their coats get shaven. They expect one groomer to try and hold and shave a cat which unfortunately is not possible without causing injury to the cat and groomer. It is like you getting an operation without being sedated. Idiots making decisions without knowledge on what they are doing and not worrying about our animals.
1 reviews | Active since Apr 2026
Petworld XXL the worst franchise petshop in SA
Petworld XXL the worst franchise petshop in SA. Sky high prices, *********** and unfriendly staff especially at the Cape Gate branch. They also make decisions on processes without taking animals and clients into concideration. Like no longer wanting to have the qualified vet check and sedate cats before their coats get shaven. They expect one groomer to try and hold and shave a cat which unfortunately is not possible without causing injury to the cat and groomer. It is like you getting an operation without being sedated. Idiots making decisions without knowledge on what they are doing and not worrying about our animals.
1 reviews | Active since Dec 2009
No ownership at all but running a pet shop
WARNING TO PET OWNERS – MISLEADING PET FOOD NEARLY COST MY BUNNY HIS LIFE ⚠️ I feel it’s important to share my experience so that no other pet owner has to go through what I did. I recently purchased a packet of Daru pellets from the Petworld branch. The front of the packaging clearly shows multiple small animals, including a rabbit, which led me to believe the food was safe for bunnies. After giving my rabbit just a few pellets (4–5), I woke up the next morning to find him extremely sick and unresponsive. Anyone who knows rabbits understands how serious this is — their diet is very specific, and even small changes can be dangerous. I had to drop everything, close my store, and rush to the vet, where he had to be treated urgently. Thankfully, he recovered — but this could have ended very differently. Here’s where it gets worse: Only later did I notice a small yellow sticker stating the food is actually for guinea ***s This is not clearly communicated on the main packaging The store initially accepted responsibility and agreed to cover the vet bill They have now backtracked and refuse to take responsibility This is not just poor service — it is misleading, irresponsible, and dangerous. As pet owners, we trust stores to sell products that are clearly labelled and safe. This situation caused: Emotional distress Financial loss (vet bills) Risk to my pet’s life I am still awaiting accountability from Petworld. 👉 Please double-check everything you buy for your pets — even when the packaging seems clear. 👉 And to the store: do the right thing and honour your initial commitment
1 reviews | Active since Dec 2009
No ownership at all but running a pet shop
WARNING TO PET OWNERS – MISLEADING PET FOOD NEARLY COST MY BUNNY HIS LIFE ⚠️ I feel it’s important to share my experience so that no other pet owner has to go through what I did. I recently purchased a packet of Daru pellets from the Petworld branch. The front of the packaging clearly shows multiple small animals, including a rabbit, which led me to believe the food was safe for bunnies. After giving my rabbit just a few pellets (4–5), I woke up the next morning to find him extremely sick and unresponsive. Anyone who knows rabbits understands how serious this is — their diet is very specific, and even small changes can be dangerous. I had to drop everything, close my store, and rush to the vet, where he had to be treated urgently. Thankfully, he recovered — but this could have ended very differently. Here’s where it gets worse: Only later did I notice a small yellow sticker stating the food is actually for guinea ***s This is not clearly communicated on the main packaging The store initially accepted responsibility and agreed to cover the vet bill They have now backtracked and refuse to take responsibility This is not just poor service — it is misleading, irresponsible, and dangerous. As pet owners, we trust stores to sell products that are clearly labelled and safe. This situation caused: Emotional distress Financial loss (vet bills) Risk to my pet’s life I am still awaiting accountability from Petworld. 👉 Please double-check everything you buy for your pets — even when the packaging seems clear. 👉 And to the store: do the right thing and honour your initial commitment