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Petdirect, NZ’s #1 Online Pet Speciality Retailer, Celebrates 500+ Five-Star Reviews With Kiwi-Based Customer Care
Petdirect, New Zealand’s largest Kiwi-owned pet supply retailer, is proud to celebrate an extraordinary customer service milestone: surpassing 500 five-star reviews on Trustpilot, alongside maintaining a perfect five-star average from over 3,800 Google reviews.
By Kiwis, For Kiwi Pets
Petdirect was built with one simple idea at its heart: to make life better for Kiwi pets and their people. Unlike many retailers who outsource customer support overseas, Petdirect’s Customer Care team is proudly based here in New Zealand. That means customers are speaking to real Kiwis who understand local products, the New Zealand lifestyle, and the love we all share for our pets.
From personalised expert advice to fast, reliable shipping nationwide, and from earning Airpoints Dollars™ to exclusive member pricing, Petdirect continues to go above and beyond.
“Every review is a reflection of the genuine care our team puts in every day,” says Taylor Jones, Head of Customer at Petdirect. “We’re not just selling products—we’re part of the Kiwi pet community. Our customers trust us with what matters most: the health, happiness, and wellbeing of their pets.”
Market Leadership and Local Focus
As the largest Kiwi-owned pet supply retailer, and with #1 online market share in the pet speciality category in New Zealand, Petdirect’s success is built on its commitment to service and connection. That commitment is reflected in its Net Promoter Score (NPS) consistently above 90—a world-class benchmark showing customers don’t just shop with Petdirect, they actively recommend it.
Beyond service, Petdirect is proud to give back to the wider pet community. Through its partnership with the SPCA, Petdirect helps support animal welfare initiatives across New Zealand, extending its impact to pets in need and reinforcing its purpose of making life better for Kiwi pets and their people.
Service that Delivers—Literally
Whether it's earning Airpoints, enjoying exclusive member pricing, or relying on our fast shipping and expert advice, Petdirect is redefining what customer-first retail looks like.
“We’re doubling down on what matters most: our customers and the pets they love,” adds Jones. “These five-star reviews—and our NPS of over 90—are proof of that commitment.”
Looking Ahead
With more milestones on the horizon, Petdirect remains committed to one simple promise: to be the trusted Kiwi partner for every pet parent, delivering care, advice, and service that go beyond the transaction. From five-star reviews to supporting pet welfare through its SPCA partnership, Petdirect is setting the benchmark for the future of pet care in New Zealand.
About Petdirect
Petdirect is New Zealand’s largest Kiwi-owned pet supply retailer and the #1 online pet speciality store, dedicated to making life better for Kiwi pets and their people. With a five-star average rating across thousands of reviews, an NPS of over 90, and a commitment to fast shipping, member pricing, and earning Airpoints Dollars™, Petdirect combines convenience with care. Headquartered in Auckland, Petdirect also partners with the SPCA to support animal welfare initiatives nationwide.
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