I really feel for the staff at the Kaiwharawhara animates shop. The space makes no sense - having the vet cramped in the corner and the shop seems to be busy frequently with not enough to hold or ca... See more
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Dunedin store, Cumberland St: Went to get some kitten food today 18/11/25 around mid-morning only to be greeted by a not-very-friendly and abrupt guy. Been served by this in the past but decided not t... See more
Animates Coastlands has been my favorite store over the past 5 years . They are more like my family Store and Jo and the Staff are always extremely courteous and friendly . I keep going back there so... See more
Their retail products are so hideously over priced, especially the flea/worm products!! Staff product knowledge is also lacking.
Company replied
Company details
Written by the company
At Animates, our belief is that life is better with pets. We understand the joy when your dog greets you at the door or the comfort of your cat curled up on your lap. We understand the unconditional love that pets bring to our lives, each and every day. We’ve dedicated ourselves to creating an awesome experience for people and their pets – to provide our customers with everything they need to become great pet parents, alongside supporting the pet community with fundraising, donations and local events.
Contact info
2 Robert Street, Ellerslie, 1051, Auckland, New Zealand
- 0800 2646 2837
- customerServices@animates.co.nz
- www.animates.co.nz
2.4
Poor
58 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 71% of negative reviews
Typically takes over 1 month to reply
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Their retail products are so hideously…
Their retail products are so hideously over priced, especially the flea/worm products!!
Staff product knowledge is also lacking.
July 24, 2026
Unprompted review
Reply from Animates New Zealand
Kia ora Elite Eldercare,
Thank you for taking the time to share your feedback. We're sorry to hear about your experience with our team's product knowledge and that you felt our products were overpriced.
We understand that pet care costs can add up, particularly for essential treatments such as flea and worm products. To help provide the best possible value, we offer a number of savings options, including at least 20% off eligible Repeat Delivery orders and our Price Match policy. If you find an identical product advertised at a lower price by an eligible New Zealand retailer, we will match that price in-store or online. Full details can be found here: https://www.animates.co.nz/price-match
For our food range, we also offer our Taste Guarantee. If your pet doesn't enjoy their food, you can return it within 45 days and we'll help you find a better option or provide a refund.
We also have our Animates Petpoints programme, where members can access Frequent Feeder pricing with savings of up to 15% on pet food, as well as anniversary vouchers. We recommend subscribing to our emails and text messages so you're notified of upcoming specials and promotions.
We're also disappointed to hear your comments regarding staff product knowledge. Providing helpful and informed advice is important to us, and we take this feedback seriously. If you would like to share more details about your experience, including the store visited and the products discussed, please contact us at customerservices@animates.co.nz so we can investigate further with the relevant team and ensure your feedback is passed on.
Thank you again for bringing your concerns to our attention.
Ngā mihi,
Animates Customer Care Team
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Animates management sort it out
I really feel for the staff at the Kaiwharawhara animates shop. The space makes no sense - having the vet cramped in the corner and the shop seems to be busy frequently with not enough to hold or carry out their day to day operations. This is disgusting and improvements need to be made desperately by management.
Sort your stuff Animates for your kaiwharawhara whānau, its ridiculous.
May 21, 2026
Unprompted review
Over priced retail store and bad customer service
Visited twice in a week and found them to be overpriced and to top it off had a terrible experience at Animates Kaiwharawhara. A staff member paced around my car in the carpark, speaking negatively about customers. Inside, the poor service continued with staff staring and gossiping. A young worker provided great service despite the unprofessional environment, but management needs to address this lack of customer service training. I won't be returning and regret spending my money here.
July 9, 2026
Unprompted review
Reply from Animates New Zealand
Kia ora,
Thank you for taking the time to share your feedback. We are very sorry to hear about your experience at our Kaiwharawhara store. We sincerely apologise for the disappointment caused. Every customer should feel welcomed, valued, and comfortable while shopping with us, and I sincerely apologise that this was not the experience you felt.
We appreciate you recognising the team member who provided you with positive service and will ensure this feedback is shared. We also take your concerns regarding the overall customer experience seriously and will be addressing them with the internal team.
We welcome you to contact our Customer Services team at customerservices@animates.co.nz so we can discuss this further with you directly.
Ngā mihi,
Animates Customer Care Team
Tower junction animates in Christchurch…
Tower junction animates in Christchurch i am highly disgusted with the way the staff talk and treat each other. There was only one staff member that actually came an asked me if I was ok or needed help at all, her name was zhantel.
May 9, 2026
Unprompted review
Reply from Animates New Zealand
Hi Kooster,
Thank you for taking the time to share your feedback.
We're sorry to hear about your experience at our Tower Junction store. Providing a positive and respectful environment for both our customers and team members is very important to us, and we're disappointed to learn that this was not reflected during your visit.
We appreciate you recognising Zhantel for her helpfulness and customer service. We will make sure your kind feedback is passed on to her and the wider store team.
We take your concerns seriously and have shared your feedback with the Store Manager. They would welcome the opportunity to speak with you and learn more about your experience.
If you're comfortable doing so, we would appreciate it if you could email your contact details to our Customer Service team at customerservices@animates.co.nz. The Store Manager would like the opportunity to contact you directly to better understand your experience and discuss your concerns.
If you're visiting the store again, please feel free to introduce yourself and ask to speak with the Store Manager, or you can contact the store directly on (03) 341 2227.
We value your feedback and would love the opportunity to better understand your experience and work towards resolving your concerns. Our goal is to provide a 5-star experience for every customer, and we would welcome the chance to discuss how we can improve yours.
Please contact our Customer Service team on 0800 ANIMATES (0800 264 628) or email customerservices@animates.co.nz at your convenience.
Thank you again for bringing this to our attention. We hope to have the opportunity to speak with you soon.
Kind regards,
Animates Customer Care Team
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Strong Communication
Strong Communication, staff know what theyre suggestion, always advice and great tips
May 10, 2026
Unprompted review
Customer service within no solution and couldn't care less about animals
I bought food for my dog online to be delivered as I am unable cto get to the store due to working a long week and running low on food. There was a problem with the delivery, looking like another 4 day before it arrives. Contacted customer service, who provided no solutions and basically told me too bad. Now I have to go to another supplier to purchase food tomorrow, which has cost me more and is highly inconvenient. The person couldn't care less about animals. Really put me off using this company. I am going to have to change the rating, customer service from last night arranged for the food to be delivered today, I am very happy about this, that it all I wanted, Nero will be happy too.
May 7, 2026
Unprompted review
Sick fish
Animates Nelson gave me fish with parasites that wiped out pretty much my whole tank. I am disappointed as I have been getting fish from here for years. Their tanks have always been over crowded, and they would always say we needed a tank a certain size (which we had) but their tanks were much below that size.
November 10, 2025
Unprompted review
Reply from Animates New Zealand
Hi Jett
Thank you for taking the time to share your feedback.
We're very sorry to hear about your experience and the loss of fish in your aquarium. We understand how upsetting and disappointing this would be, particularly as a long-standing customer who has supported our Nelson store over many years.
The health and welfare of the animals in our care is extremely important to us, and we take concerns regarding fish health, parasites, and tank conditions very seriously. We are also concerned to hear your comments regarding stocking levels and the advice provided in-store.
We have shared your feedback with the Nelson Store Manager and our Animal Care team so that your concerns can be reviewed and investigated further.
If you're comfortable doing so, we would appreciate it if you could email your contact details, along with any additional information about the fish purchased and when they were introduced to your aquarium, to our Customer Service team at customerservices@animates.co.nz. The Store Manager would welcome the opportunity to contact you directly to better understand what occurred and discuss your experience further.
We value your feedback and would like the opportunity to work towards resolving your concerns. Our goal is to provide a 5-star experience for every customer while maintaining the highest standards of animal care and welfare.
Please contact our Customer Service team on 0800 ANIMATES (0800 264 628) or email customerservices@animates.co.nz at your convenience.
Thank you again for bringing this matter to our attention. We hope to have the opportunity to speak with you soon.
Kind regards,
Animates Customer Care Team
Animates in Kaiwharawhara
Animates in Kaiwharawhara, Wellington, never has any parks. Despite more than 20 clearly marked Animates customer only spaces outside I went yesterday and got the last park, the rest were full, and inside the store they had three customers. Are staff parking in the customer car parks. This was my third visit in the last week as I couldn't get a park the previous two time. Nice store but WAY TOO EXPENSIVE!! Everything is 10-20% cheaper online through other retailers with free delivery. Service is also incredibly slow with many instore items having no price tags and staff struggle to find products on the computer. I will not be back in a hurry.
December 23, 2025
Unprompted review
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Service is everything…
The service we recieved at te rapa store hamilton from Levi was amazing she was helpful and was friendly and approachable, the te rapa store i have always been asked if I need help a girl apologized for stock in the way asked if I wanted it moved,they always happy to help which makes me go back everytime. If.i could remember all the staff I have delt with names.id say them.but I have never had a bad experience there thanks te rapa staff hamilton.
December 18, 2025
Unprompted review
Customer service is a let down
Dunedin store, Cumberland St: Went to get some kitten food today 18/11/25 around mid-morning only to be greeted by a not-very-friendly and abrupt guy. Been served by this in the past but decided not to say anything and see if he improves! He needs a course in good customer service. From time to time one comes across people like this at the store. Obviously good customer service isn’t their priority so that’s a great shame.
November 18, 2025
Unprompted review
Animates Whanganui
Bought 5 Lemon tetras to go in my tank, my tank was healthy and clean. They told me that they are quarantining a few fish as they came with some type of disease, not a problem, I asked about the fish I was going to buy and if I should quarantine them just incase. They said nope absolutely healthy nothing wrong with them and that I can put them in after about a hour or two of floating them ontop of the tank water in their bag. 3 days later all of my fish have died I only have 7 remaining out of at least 60 fish. Absolutely terrible, I have 2 bristlenose catfish, one is about 2 years old and the other is about 5, both healthy and happy and they also died..it’s quite saddening to see this happen and be given the wrong information. Will not be buying more fish from them sadly.
September 30, 2025
Unprompted review
Reply from Animates New Zealand
Hi Sandra
Thank you for taking the time to share your experience.
We are very sorry to hear about the loss of so many fish in your aquarium. We understand how upsetting and distressing this must be, particularly when you have invested significant time and care into maintaining a healthy tank and have lost fish that had been with you for several years.
We are concerned to hear about your experience and the advice you received regarding introducing the Lemon Tetras to your aquarium. The health and welfare of the animals in our care is extremely important to us, and we take concerns regarding fish health and acclimation advice very seriously.
We have shared your feedback with the Store Manager and our Animal Care team so that the matter can be reviewed and investigated further.
If you're comfortable doing so, we would appreciate it if you could email your contact details, along with any additional information such as the date of purchase, water test results, and any photos that may assist our review, to our Customer Service team at customerservices@animates.co.nz. The Store Manager would welcome the opportunity to contact you directly to better understand what occurred and discuss your experience further.
We value your feedback and would like the opportunity to investigate your concerns thoroughly and work towards a resolution. Our goal is to provide a 5-star experience for every customer while maintaining the highest standards of animal care and welfare.
Please contact our Customer Service team on 0800 ANIMATES (0800 264 628) or email customerservices@animates.co.nz at your convenience.
Thank you again for bringing this matter to our attention. We hope to have the opportunity to speak with you soon.
Kind regards,
Animates Customer Care Team
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Animates Mount Maunganui
Animates Mount Maunganui. Awesome place, pricey but standard for pet supplies. Awesome service and knowledge of local services and pet care and products. Always a frequent and positive experience.
May 10, 2024
Unprompted review
6 STAR SERVICE ABOVE N BEYOND
ANIMATES PAPANUI CHRISTCHURCH
OUTSTANDING 5 STAR SERVICE
ACTUALLY I WILL GO 6 STARS
AS THE STAFF AT PAPANUI HAVE GONE ABOVE N BEYOND for me
i’m a tropical fish owner n have had a lot of different issues with gettin all the ph /ammonia /and nitrate levels right for a clean healthy environment for my fish .
The staff so Genuine n helpful n caring n so knowledgeable .There expert advice after performing frequent water tests explaining the results and how to rectify n fix any issues i have been having. Even knowing the different types of tropical fish and there different needs n habitat etc…. and the list goes on : honestly so much to learn n know
ABIG THANKFUL for caring n taking the time FOR SAVING MY TROPICAL FISH .THEY ARE NOW ALIVE HAPPY N HEALTHY IN A CLEAN stable tank
i really appreciate all yas do n learn plenty more from yas every time i visit your store .
March 9, 2025
Unprompted review
for a start you can get staff without…
for a start you can get staff without massive attitude ! went to one of youre stor
es
for a start you can get staff without massive attitude! went to one of your animates stores in masterton came across a right b.... apparently the manager went to get some fish she gave me the third degree about everything! said it wouldnt sell me the fish without a water sample told her id done all water tests it still wouldnt sell me the fish never had that anywhere else a right bully hitler will never go back to one of your stores anywhere again!
January 4, 2025
Unprompted review
Reply from Animates New Zealand
Hi Bruce
Thank you for taking the time to share your feedback.
We're sorry to hear about your recent experience at our Masterton store and that you left feeling frustrated and disappointed. Providing friendly, respectful, and helpful service is very important to us, and we're sorry that this was not your experience.
We understand that being unable to purchase the fish you were hoping to buy would have been frustrating. Our teams are trained to follow animal welfare guidelines and, in some circumstances, may request additional information or a water sample before selling fish to help ensure they are going to a suitable environment. However, we also expect these conversations to be handled professionally, respectfully, and in a way that makes customers feel supported.
We're concerned to hear your comments regarding the interaction you had and have shared your feedback with the Store Manager for review.
If you're comfortable doing so, we would appreciate it if you could email your contact details and any additional information about your visit to our Customer Service team at customerservices@animates.co.nz. The Store Manager would welcome the opportunity to contact you directly to better understand what occurred and discuss your experience further.
We value your feedback and would like the opportunity to address your concerns. Our goal is to provide a 5-star experience for every customer while maintaining the highest standards of animal care and welfare.
Please contact our Customer Service team on 0800 ANIMATES (0800 264 628) or email customerservices@animates.co.nz at your convenience.
Thank you again for bringing this matter to our attention. We hope to have the opportunity to speak with you soon.
Kind regards,
Animates Customer Care Team
Well reading some reviews re
Well reading some reviews re: Customer service is spot on! it's time there was improvement. We spend $1000's of dollars at this store.
I thought I'd use the online service as phoning is inconvenient. My query grooming. The first reply I received from was prices are online.
I replied re: Yes I have seen the prices online & nothing listed for what my query was, no price was online.
2nd reply - you will have to phone our groomer.
I gave up !! isn't this why we have customer service 🙄
We help pay these staff members there wages with what we spend In this store!
January 3, 2025
Unprompted review
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Terrible quality fish
Terrible quality fish, recommend Hollywood fish farm or breeding them yourself. Also the lady who served me at animates flung a fish onto the floor and put it back into the tank, wonder what else they do to the fish we buy. Horrible care for the fish don’t recommend.
December 20, 2024
Unprompted review
Consumer Guarantees Act Breach
Purchased a brand new Eheim Jager 300 Watt Heater which is rated for a 600 litre to 1000 litre tank from Animates Hastings. My tank capacity is about 550 to 600 litres. The heater would not heat the tank sufficiently for tropical fish. I took the heater back and they exchanged it and the replacement had the same issue despite multiple attempts at calibration and watching YouTube videos. I then asked for a refund and they came up with excuses saying the room was too cold and I needed 2 heaters when it was a clear cut case of the product not meeting the marketed claims. Had to complain and escalate the case to the manager which was met by the same lame excuses instead of a refund. This a clear breach of the NZ Consumer Guarantees Act. Very disappointed as I've spent thousands of dollars at Animates over the years and this is how they handle a loyal customer when there is a legitimate complaint. Avoid Animates and shop elsewhere. Will be escalating this.
August 12, 2024
Unprompted review
The company far too expensive
The company far too expensive. They issue further blood tests when it's too soon to see improvement.Eg; enzymes on liver from blood test ordered another test a week later when 6 weeks would have been more appropriate. Have found a cheaper and far better vet. Animates quoted $1400-$1700 for 4 teeth. New vet changed diet to digestive care for liver. Teeth need cleaning not removal.Mecanary. Appointment July 2024
August 1, 2024
Unprompted review
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