charlotted  Newbie   1 review

Hanrob is an absolute disgrace. I'm ashamed I ever sent my dog to stay with them. I requested and paid for a luxury room for our Labrador to stay on her own with extra walks everyday and a bath. Turns out she stayed in a dirty, smelly run with several other dogs, was never walked for 4 days and never had a bath! She came home exhausted, smelly and not her usual chirpy self. They charge for luxury and then put the dog in a normal run with several other dogs. The most upsetting thing was when I called every other day to check on her well-being, I was told she was having a fabulous time in her suite. I called and asked why she smelt and was so upset, and was told by the management she'd never had any walks. She'd never been to her suite. Don't ever use Hanrob again. I will be informing our local vet not to refer them again in the future.

Subru   3 reviews

We booked our aging and much loved family dog into Hanrob over Easter. He's a gorgeous old dog who sleeps on a beanbag and blanket inside at night. We find this helps a lot with his arthritis. We booked him into Hanrob after being told by Hanrob's call centre about their 'aged care package' because it included under floor heating and air conditioning. We also booked a gold package which included extra activity and a bath on pick up day.
When I picked our dog up yesterday I asked to inspect his accommodation. The staff were very reluctant to show me at first and after I persisted with my request the management finally took me through. The accommodation was not what I was led to believe it would be like. The accommodation was not heated or air conditioned. My heart sunk at the thought he was getting the heating we were paying for. Our dog couldn't get out of there fast enough and neither could I. I recommend that you inspect the accommodation before using these kennels and get a commitment of exactly what you are getting. I was not offered a refund and the management blamed the Hanrob call centre for misleading us.

TamaraDT2   2 reviews

Thank you so much Hanrob!!! You have done miracles with my dog. We were strongly considering rehoming our dog, as we just couldn't cope.. We've never had a dog before, so I guess we weren't prepared. After sending my dog in for boot camp, he is so much better behaved!! I can't thank you enough!!!!!

JacksonMolly142  Newbie   1 review

My pets loved the luxury rooms at hanrob. It was pretty amazing! It had a tv and a backyard and they had their own sandpit to play in! I thought it was for people too!!

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  charlotted Newbie 

  You can be assured you're dogs did not stay in the luxury accommodation. Turns out my dog never even saw the suite and I paid full price for the suite.

  3 days ago - 23/05/2013

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LoveMyLabs  Newbie   1 review

I just picked up my 2 gorjuz boys! Seems like they didn't want to leave! They luv hanrobs!!

DeniseB56  Newbie   1 review

Hanrob are great. The customer service is really warm and friendly and nice. I read the reviews below and believe they are quite harsh, and it doesn't reflect who they are. I have also been using hanrob for 10+ years, and there have been some hiccups, but no one is perfect, and they have fixed it everytime!

beaglelover  Newbie   1 review

Would never use Hanrob again , have used them for the past 15 years or so , recently sent our new pup there over christmas , came back to us with kennel cough and gastro problems, cost a fortune in vet bills , complained to them , management was to call us , havn't heard a thing from them , not even an appology ,our new pup was very down when we collected her !

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  Hanrob Newbie 

  Hi Beaglelover,
  I am disappointed that such a loyal customer to Hanrob has had on this occasion an experience that hasnâ??t met our usual high standards you are accustomed to. It is unusual to hear that our management team havenâ??t returned your call after expressing your concerns with us. Each and every customer is very important to us and we encourage their feedback. I would like to organise a manager to speak to you over the phone, if you would like this to occur please give me a call on my direct line 02 8508 3254. Kind Regards Kristy
  

  3 months ago - 08/02/2013

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Happyabcd12  Newbie   1 review

Horrendous experience. Picked up vadar my caboodle, the wrong dog was bought out to me twice and then the lady working there asked me to go and find my dog!!! Walked in to the kennels and disgusted to see her in a kennel with 3 other dogs, urine overnight the floor and not one bed between them all...this was 7.30pm at night. Furious and certainly won't be going be going ack there

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  Hanrob Newbie 

  Hi Donna,
  
  Thank you for highlighting and discussing this issue with me last week, so I could gain a full understanding of what occurred. Iâ??m very disappointed to hear of your and Vadar's experience and I do apologise for this. Whilst I understand the good intentions of my staff moving pets around during the extreme heat wave from the outside area into Air Conditioning (to ensure all pets in our care were safe from the heat), unfortunately the correct procedures were not followed.
  
  As discussed we held a Quality Meeting and reviewed your incident in depth and have undertaken immediate action to ensure your experience doesnâ??t happen in the future.
  
  I extend my thank you for providing your feedback and discussing this with me as this has allowed us to improve on our standards. I will contact you in the next few days to see how Vadar has settled in back at home.
  
  Kind Regards
  Andrew Biggs (CEO)

  5 months ago - 10/12/2012

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JB82   2 reviews

Very happy with Hanrob. My dogs came back very happy and healthy and the staff were friendly.

kkfan  Newbie   1 review

I'm not sure what has happened to their business, I had our dogs stay with them twice previously, and it was great, but the organization/customer has really gone downhill this time around.
Made my booking per usual online, received the email advising that we would be contacted soon via phone confirmation, a week goes by nothing, I contact them via the online support and and had to advise them of most of the details again to make a booking, got a booking id. from the rep (needed to double check a few details since i was advised that certain dates weren't available for the pickup service), contacted online support again after about 10 mins, support didn't respond for about 5 mins, so i called through to their reservation line instead, gave the rep on the phone the booking id., couldn't find anything under that id, gave her our dogs' names, couldn't find anything, gave her my name and mobile, NOTHING, and was then told the dates i wanted have been booked out for 2 weeks, and became extremely agitated and rude when i informed her that i had just made the booking 15 mins ago via their online live support and said they do not have such feature on the website, she then proceeded to put me on hold after i informed her how disappointed i have been with this whole ordeal

funny enough, the live online support got back to me at this time and said they can in fact make the booking for me

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  Hanrob Newbie 

  Hi Kkfan,
  
  We understand your frustration that the booking was not handled professionally and that incorrect information was given after your booking was received. We are thankful that you gave us the opportunity to address this issue by contacting you directly. The gap in co-ordination between our new live chat service and online bookings has now been identified and we are currently designing a new operational procedure to ensure we meet our clients expectations when making an online booking.

  5 months ago - 10/12/2012

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