Ruffin's Pet Centres - Brantford - Brantford, Ontario

Wendy W.

This is such a welcoming pet store. The employees are knowledgeable about the products they sell and are able to answer my questions.
My usual items Tri-Acta and Oven Baked Tradition dog food for my Corgi

Gabriela

I brought my three boys into Ruffin’s, excited to pick out some new fish for our tank. They were really looking forward to it, especially after losing five out of six of their school of tetras—we were left with one very stressed-out tetra, and we wanted to find it some companions.

Unfortunately, the experience wasn’t what we’d hoped for. From the start, the staff member helping us didn’t come across as very warm or welcoming. Her overall demeanor felt a bit condescending—like she knew better and wasn’t really interested in helping us figure out what could work for our tank. Every fish we asked about was a “no,” including guppies, which are known to be peaceful. I understand many of the fish were under quarantine but I’m speaking of the ones that were available at the time. When I asked what I could add to the tank to help my lonely tetra, I had to press quite a bit before she finally gave a suggestion.

I’m learning too, and while I don’t expect to know everything, it would’ve been nice if she had been a bit more friendly and helpful—especially since I was clearly trying to make the best decision for the fish and my kids.

She even asked to see my water parameters (which I appreciated), but the way she responded to them and to my questions felt more dismissive than helpful. To top it off, when my son asked a curious (and age-appropriate) question about why fish eat their dead tank mates, she looked at him like it was a dumb question and bluntly said, “Well obviously they’re easier to eat if they’re dead.” That moment really stuck with me—it could have been such a great learning opportunity, and it felt unnecessarily cold.

I’m giving 4 stars because the store itself has a decent selection and I don’t want to hurt the overall rating, but I’m removing one star due to the poor customer service experience. A little kindness and patience goes a long way—especially when talking to kids and families trying to learn more about pet care.

Also, the bag she provided me with for my new fish leaked. I had to rush to get it home before it emptied 😭

deborah J.

if i could give you guys a 0 i honestly would. i’ve never made a review because i’ve never felt i needed to. walking into the store your greeted with a hello (thank you that’s nice.) but walking around i was asked 4 times if i needed help. it’s like your being watched in there, it’s an uncomfortable shop seen as the store isn’t very big to begin with. employees seemed overwhelmed with the work that seemed simple enough and having to tend to customers. i just wanted to shop in peace as many do. also bags of dog food were mixed up in one area. assuming that’s a customer as most areas were neat. had to walk around bags on the floor too, not on cardboard or wood panel. only thing i enjoyed was walking in and getting to leave.

Ryan S. P.

We have been loyal Ruffins customers for years, exclusively shopping here and being part of their rewards program. Our daughter spent months researching gerbils for her birthday, and we wanted to make sure we did everything right. Over the past month, we visited Ruffins multiple times, consulted with staff, and purchased over $200 worth of equipment based on their guidance (some of which could not even be used with the enclosure we purchased) . Each time, we confirmed that the gerbils would be ready for purchase by August 30. Staff repeatedly assured us that this would be the case.

We also asked several times if gerbils needed to be purchased in pairs (as our research suggested) but were told it wasn’t necessary. On August 29 we stopped in again to confirm the gerbils would be ready, and staff said yes. However, when we came back on our daughter’s birthday to finally bring one home, we were told none of the gerbils were available to be sold and, contrary to what we had been told earlier, that they must be sold in pairs.

We completely respect if animals are not ready to be rehomed—responsible timing is important. The issue here was the repeated reassurances and conflicting information that left us with a very disappointed child on her birthday. Staff need to communicate better with one another and provide consistent, accurate information so customers can plan responsibly for new pets.

Unfortunately, despite our loyalty, we had to purchase elsewhere.

Aesztic C.

I do genuinely love this store & the employees are always super helpful when i am in there, plus they carry some reptile products you can only find on amazon or outside of brantford.

My main concern and reason for this review is the practice and mis use of wing clipping of birds within your store. Wing clipping in general is absolutely not necessary (not even PETSMART clips their birds..) , and causes an array of mental and physical health issues that im happy to go into detail about with sources if whoever is clipping these birds may wish. Not only is it unethical in general, but the fact that whoever is doing it doesnt actually know how to properly clip wings is my biggest issue. You DO NOT take the entire row of feathers off.
A budgies feathers are broken into two groups- primary feathers and secondary feathers, each section containing 10 feathers. I will attach a chart so you may see what im talking about. A proper & safe wing clip; which i understand can be necessary in a retail environment to keep birds safe while they are there.. but honestly still isnt an excuse.. is when you take primary flight feathers 8,9 & 10 down 2 inches at most. This will allow the birds to glide & safely land if they may fall off their perches, but they will not be able to FULLY FLY.

The reason i am so concerned about this is because i actually purchased a budgie from your store last year in the summer. He STILL cannot fly. He had his wings cut so far down im shocked he didnt bleed. He was way too young to be clipped and has had long lasting mental issues. Every time his flight feathers come in he rips them out from over preening them, he is HORRIFIED of me & all other people. I have 3 other flighted budgies who trust me & do not behave like this.. simply because they have never had their wings mutilated.

I circled in red the feathers that you are supposed to properly take off. As somebody who genuinely loves avians of all kinds.. i dont think you should carry birds if you dont want to deal with them flying. They are flying animals it is natural for them.

Im totally more than willing to have a better in depth conversation (that is friendly!!) with whoever is clipping these birds. I am not trying to attack anybody or be rude at all. This is just a civil observation that comes from a place of concern. Birds are so so so complex and the mis-practice of clipping is something that is becoming more & more frowned upon.

james P.

They are the best helped me out on 2 different I needed a impeller like asp and they always came too my rescue.Not only that great staff great prices the live fish are too quality never had issues at all they are the very best in everything they do and offer and staff always smiles. Thanks everyone.

S K.

This store is ALWAYS my first choice!!
I haven’t had a bad experience with even one staff member. They’re all very knowledgeable and check with each other or do research if they don’t know about something. If they don’t carry something…they order it for me. If it’s something they can’t order…only then do I bother with any other pet stores.
The staff goes above and beyond to help. They take an interest in everyone’s little guys and even look into any issues to try to help their clients.
This review is long overdue. I should’ve left this review long ago but today I was in a real bind.
My rescue is having an allergy issue and we can’t figure out what’s causing it so it’s been nonstop exchanging food bags to see which helps.
Today, I had to stop the current bag and try the next one. Melinda asked really good questions and recommended a mushroom based product that helps settle the allergies to add to his food. It’s a natural supplement. I told Melinda I just want to pay for the food over the phone and will have to wait til I could get someone to pick the food bag up for me because my little giant struggles with alone time at the moment. Melinda actually offered to come by and drop the bag off to me. They were here in under 20 mins. This is by far the best store for me when it comes to “genuine” service from every staff member. They truly are so accommodating!!
Wish you guys all the best! My sincerest thanks for being so amazing!!

Braidon

Great service! Amazing options of food and pets! Very lovely experience! Definitely recommend to anybody in the area. Looking for a pet store!