Excellent value dog food and when I made a mistake and signed up for two 12kg bags to be delivered every week for one small lab, customer services sorted it out quickly. Delivery was swift (and delive... Voir plus
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Absolutely Shocking. Place my order on the 29th August. (48hr delivery) It took numerous emails and phones calls to get to a full refund stage by the 21st September. I was given complete misleading... Voir plus
L'entreprise a répondu
My last two months orders have arrived significantly late. In addition to this one order has simply not arrived and two orders arrived partially complete but one item was damaged. I’ve had to listen t... Voir plus
L'entreprise a répondu
After taking in some rescue cats I realised I would need to stock up on essentials like cat litter etc , while they bedded into their new home I came across Petwell and the prices were amazing compar... Voir plus
À propos de l'entreprise
Écrit par l'entreprise
Petwell.co.uk - The UK's fastest growing online pet store. Specialising in flea & worming treatments, pet food and accessories. Save up to 50% off RRP on 100's of brands: Frontline, Drontal, Feliway, Royal Canin, Seraquin & Hill's.
Coordonnées de contact
Paramount House, Gelderd Road, WF17 9QD, Birstall, Royaume-Uni
- 020 80893883
- customer.service@petwell.co.uk
- petwell.co.uk
3,2
Moyen
3 k avis
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Cette entreprise n’a pas récemment invité ses clients à l'évaluer, donc les avis ne sont peut-être pas représentatifs.
A répondu à 65 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
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Very disappointing service and poor communication
I placed an order on 7th August for two large bags of dry dog food, expecting it to be dispatched by 11th August at the latest, based on the company’s stated 1–2 working day dispatch time.
By late afternoon on the 11th, I still hadn’t received any dispatch notification, so I tried to call for an update. Unfortunately, I was met with a message saying the phone lines were closed and were only open from 8am–12pm, Monday to Friday. I therefore emailed instead.
The response I received simply repeated the stated dispatch and delivery times and advised that my order was now estimated to be dispatched on 12th August. It is now the 13th, and with the food I had left not being enough to see my dogs through into next week, I have had no choice but to cancel the order and purchase the food elsewhere.
Having since looked at other reviews, it appears I am far from the only customer to have experienced delays. Other customers have apparently been told that the company is experiencing delays with processing and dispatching orders. This was not communicated to me when I contacted them.
I appreciate that delays can happen, but what is particularly disappointing is the lack of proactive communication. Had I not contacted them myself, I have no idea when—or if—I would have been updated about my order.
I also notice that the response to many negative reviews seems to be an apology. An apology is appreciated, but it means very little if the underlying problems aren't being addressed and customers continue to experience the same issues.
I need to be able to rely on a company to dispatch essential pet food within the timeframe advertised, or at the very least communicate promptly when there is a problem. Unfortunately, based on this experience, I will not be using this company again.
13 août 2026
Avis spontané
Réponse de Petwell.co.uk
Hello,
Thank you for your feedback.
We're very sorry to hear about your experience and sincerely apologise for the delay and the frustration this caused, particularly as you needed the food urgently for your dogs and had to purchase it elsewhere.
Unfortunately, some orders are currently experiencing delays due to a recent warehouse move and an influx of orders. Our warehouse team are working hard to process and dispatch affected orders as quickly as possible, but we fully appreciate that this does not make the situation any less frustrating when you are relying on us for essential pet food.
Where possible, we have been sending correspondence to customers whose orders are affected by delays to advise them of the situation. We sincerely apologise if this communication was not received in your case. We also appreciate your comments regarding the information provided when you contacted us and understand that a generic timeframe was not sufficient given the urgency of your order.
We completely understand your comments regarding proactive communication and the importance of addressing the underlying issues rather than simply apologising. Your feedback is valuable, and we are continuing to work with our warehouse team to resolve the current delays and return to normal operations as quickly as possible.
If you require any further assistance with your order or cancellation, please contact our Petwell Customer Care team directly with your order details email customer.service@petwell.co.uk or by phone on 020 8089 3883, and we will be happy to look into this for you.
We sincerely apologise again that we were unable to provide the service you expected on this occasion and appreciate you taking the time to share such detailed feedback.
Kind regards,
Nicole
Petwell
AVOID
Paid for 2 boxes of dog treats with 8 items per box. Should have been 16 packets in total. Received 2 single packets in a plastic bag. £34.00 paid for 2 packets of 100g treats i don’t think so. Rang up and was still charged for the 2 packets plus postage even though it was your mistake. Got refunded for the missing items only. Was told can’t have the 14 missing packs. What a shambles. Stay clear of this company.
6 août 2026
Avis spontané
Réponse de Petwell.co.uk
Hello Gillian,
Thank you for your feedback,
We're very sorry to hear about your experience and sincerely apologise that you received the incorrect quantity of treats.
From the details provided, this was likely caused by a picking error during the dispatch process, and we completely understand your frustration, particularly as you were expecting 16 packets in total and received only 2.
We appreciate that receiving a refund for the missing items does not make up for the inconvenience caused, especially when you had ordered the full quantity. Unfortunately, we were unable to send the remaining packs on this occasion, but we are sorry that this was not a better experience for you.
We have reported the issue back to our warehouse team so that it can be investigated and steps can be taken to help prevent similar picking errors from happening again.
We sincerely apologise for the inconvenience and disappointment caused.
Kind regards,
Nicole
Petwell
Réponse de Petwell.co.uk
Hello,
Thank you for your feedback.
We're very sorry to hear about your experience and sincerely apologise for the delay in dispatch, the issues you experienced with the delivery, and the condition in which your order arrived.
We completely understand how frustrating this must have been, particularly after waiting for your order and then having to spend time cleaning up cat litter from damaged bags. This is certainly not the condition we would expect an order to arrive in.
Our team have recently been in touch and we are doing everything we can to make sure we resolve this for you.
We sincerely apologise again for the inconvenience and disappointment caused.
Kind regards,
Nicole
Petwell
Poor Quality litter
I regularly buy cat litter from petwell. This time the 2 bags were just opaque white bags with lots of dust in and smaller than normal pellets. If the next order is the same I will go elsewhere as it is obvious the bags are not the ones advertised on the website. Never had an issue with the delivery
7 août 2026
Avis spontané
Réponse de Petwell.co.uk
Hi,
Thank you for your feedback.
I'm sorry to hear that the cat litter you received was different from what you have previously received from us, particularly with the bags being opaque white, containing a lot of dust and having smaller pellets.
We completely understand your concerns, especially as you regularly purchase this product from PetWell and have not experienced any issues with your previous orders.
Could you please send us some photographs of the bags and the litter you received to customerservices@petwell.co.uk? This will allow our team to review the issue and investigate this further for you.
We sincerely apologise for the inconvenience and disappointment caused, and we appreciate you bringing this to our attention.
Kind regards,
Jamie
PetWell
I placed an order for my dog's food on…
I placed an order for my dog's food on Friday, August 7th. Today is Tuesday, August 11th, and I have received zero communication or tracking information regarding delivery. When I check my account on the website, the status remains "unfulfilled." No one from customer service has reached out to explain the delay or provide an update. I urgently need my dog’s food and at least an estimated delivery timeframe.
11 août 2026
Avis spontané
Réponse de Petwell.co.uk
Hi Barbara,
Thank you for your email.
I'm very sorry that you have not yet received any communication or tracking information regarding your order. I completely understand how concerning this is, particularly when you urgently need your dog's food.
We are currently experiencing some delays with processing and dispatching orders due to a recent warehouse relocation, which is unfortunately affecting the time it is taking for orders to be fulfilled.
Please contact our Petwell Customer Care team directly at customer.service@petwell.co.uk or by phone on 020 8089 3883 8-12pm. If possible, so we can look into this further.
We sincerely apologise for the inconvenience and frustration caused and appreciate your patience and understanding.
Regards
Jamie
PetWell
Item wasn’t delivered
Item wasn’t delivered. Although, it could be the courier at fault. Who knows.
7 août 2026
Avis spontané
Réponse de Petwell.co.uk
Hi Oliver,
Thank you for taking the time to leave a review.
We sincerely apologise that you have not received your order. Having looked into this further, it appears that the parcel is being returned to us by the courier. We will investigate the reason for the return with the courier to understand what has happened.
In the meantime, I have issued you with a full refund for your order. Please allow a few working days for the refund to reach your original payment method.
We apologise again for the inconvenience caused and appreciate your understanding.
Many thanks,
Jamie
PetWell
Unreliable.
Slow delivery to start. Dispatched a pack that was obviously short of product. Used a counter top unit POS as the shipping container, covering it in parcel tape and address labels. Had to chase the return up at every stage of the process, including chasing the refund. Wouldn't order again and definitely wouldn't recommend.
16 juillet 2026
Avis spontané
Réponse de Petwell.co.uk
Hello,
We're very sorry to hear about your experience and sincerely apologise for the issues you've encountered.
This is certainly not the level of service we aim to provide, and we're disappointed to learn that your order, the packaging, and the returns process all fell below your expectations.
I can confirm our team have been in touch and a refund has been actioned.
Thank you for taking the time to leave your feedback. It helps us identify where improvements are needed, and we're sorry that we let you down.
Kind regards,
Nicole
Petwell
Extremely disappointed with the level…
Extremely disappointed with the level of customer service.
It seems my order has been lost by Petwells Courier. Despite an investigation 5 days ago I received no feedback back and when asked for a replacement order to be sent on an overnight yesterday I got no reply or update.
I’ve no idea who their courier is and I’ve just discovered that they only work part time.
Feedback had been dreadful and I won’t use the company again.
Extremely disappointing and won’t recommend. Now I have to get my dog food elsewhere in a hurry. I’ve a sick dog who eats this food and I’m not impressed. Sheila Williams
17 juillet 2026
Avis spontané
Réponse de Petwell.co.uk
Hello Sheila,
Thank you for taking the time to leave your review.
We are truly sorry to hear about your experience and sincerely apologise for the frustration and inconvenience this has caused, especially given that the food was for your dog with specific dietary needs. We completely understand how stressful this situation must have been.
Following our investigation, it appears that your parcel was unfortunately lost within the courier's network. We appreciate how disappointing this was, and we're sorry that the updates you received did not meet your expectations.
We did look at arranging a replacement for you; however, unfortunately the item had gone out of stock by that stage, meaning we were unable to send another order. As a result, we processed a full refund so that you weren't left waiting any longer.
We appreciate your feedback regarding both the communication and the handling of your order, and we'll ensure your comments are shared with the relevant teams as we continue to improve our service.
Once again, we're very sorry that we let you down on this occasion.
Kind regards,
Nicole
Petwell
Incessant cold calling by phone!
Incessant cold calling by phone, not appreciated at all!
16 juillet 2026
Avis spontané
Réponse de Petwell.co.uk
Hello Jo,
We’re sorry to hear that you have received calls that you were not expecting and appreciate you taking the time to share your feedback.
I would like to reassure you that our customer care team is an inbound only team and we do not make cold calls to customers.
I apologise for any confusion or inconvenience caused.
Warm Regards,
Natasha,
Petwell.
Parrot perfect.
Excellent thanks, ordering easy, good price, delivered on time in perfect condition. Cannot fault anything, will be using you again.Thank You.
9 juillet 2026
Avis spontané
Réponse de Petwell.co.uk
Hi Andy,
Thank you for taking the time to leave us such a fantastic review.
We're delighted to hear that you found the ordering process easy, the prices competitive, and that your order arrived on time and in perfect condition.
Your kind feedback means a great deal to us, and we're so pleased to hear that you'll be shopping with us again.
Thank you once again for your support, and we look forward to serving you again soon!
Kind regards,
Jamie
PetSupermarket.
Have dealt with petwell for a few…
Have dealt with petwell for a few months and they have always been first class
4 juillet 2026
Avis spontané
Réponse de Petwell.co.uk
Hi Edward,
Thank you for taking the time to leave us such a wonderful review.
We're delighted to hear that you've been shopping with Petwell for the past few months and that you've consistently had a first-class experience with us.
Your kind words and continued support are greatly appreciated, and we're pleased to know we've been able to meet your expectations.
Thank you again, and we look forward to serving you again in the future.
Kind regards,
Jamie
Petwell.
Was trying to get order delivered more quickly
Was trying to get order delivered quickly as I out of dogs food was told nothing could be done even though the order had not been shipped
1 juillet 2026
Avis spontané
Réponse de Petwell.co.uk
Hello Helen,
Thank you for taking the time to leave your review.
We're sorry to hear you were disappointed with your experience, and we completely understand your concern when you're running low on your dog's food.
We've reviewed your order and can see that it was placed on 1st July, dispatched on 2nd July, and is currently out for delivery. Our warehouse team work hard to process and dispatch orders at the earliest opportunity to help ensure they reach our customers as quickly as possible.
We appreciate that you contacted us to see if your order could be prioritised. Unfortunately, this isn't always possible.
We sincerely apologise that we weren't able to accommodate your request on this occasion. We appreciate your feedback and hope your order reaches you safely today.
Kind regards,
Nicole
Petwell
Good quality, good value for money
I like the quality of the fat balls and more importantly so do the birds. They are reasonably priced and usually arrive quite quickly after placing order. One thing that perplexes me is the fact that items seem to be limited in numbers you are able to order?
30 juin 2026
Avis spontané
Réponse de Petwell.co.uk
Hi Ms McGrath,
Thank you for taking the time to leave us such a lovely review.
We're delighted to hear that you're happy with the quality of our fat balls and, most importantly, that the birds are enjoying them too! It's also great to know that you've found them to be good value and that your orders usually arrive quickly.
Regarding the order quantity limits, if our stock levels are running low, our system will only allow customers to order the quantity that we currently have available. This helps to prevent orders being placed for items that we cannot fulfil.
Thank you again for your feedback and for choosing to shop with us. We really appreciate your support.
Regards,
Jamie,
PetWell Customer Services.
Nicole was very helpful and sorted my…
Nicole was very helpful and sorted my query promptly
29 juin 2026
Avis spontané
I would give 0 stars if that were an…
I would give 0 stars if that were an option. I ordered Hakers 4-in-1, but received cat food instead. This is completely unacceptable and shows a lack of care in handling orders. Very disappointing.
23 juin 2026
Avis spontané
Réponse de Petwell.co.uk
Hello,
Thank you for taking the time to leave your feedback, and we are very sorry to hear about your experience.
We sincerely apologise that you have received the incorrect item. We completely understand how frustrating and disappointing this must be, especially when you were expecting a different product.
This is not the level of service we aim to provide, and we would like the opportunity to resolve this for you as quickly as possible. As we are unable to access order details through Trustpilot, please could you contact our Customer Care team directly with your order information so we can investigate and put this right for you.
Email:customer.service@petwell.co.uk
Phone: 020 8089 3883
We appreciate you bringing this to our attention and are very sorry again for the inconvenience caused.
Kind regards,
Nicole
Petwell
Not what I thought I had ordered
Unfortunately the peanuts I ordered were not what I expected. The 25kg sack of peanuts for birds has an image that looks like they are blanched (skinless) but they are not. Once this was realised, I contacted Petwell who have accepted the matter and are arranging for collection and a refund. The customer service has been a positive experience, however, the low rating is only because of the misleading image and the hassle of returning the order (sealing a 25kg sack of peanuts for transporting is not simple).
24 juin 2026
Avis spontané
Réponse de Petwell.co.uk
Hello Mark,
Thank you for taking the time to leave us feedback.
We're sorry to hear that the peanuts you received were not as expected and apologise for any confusion caused by the product image. We understand how frustrating this must have been, particularly given the inconvenience of having to prepare and return a 25kg sack.
That said, we're pleased to hear that our Customer Care team were able to assist and arrange the collection and refund for you.
We appreciate your feedback regarding the product imagery and will ensure this is passed on to the relevant team for review to help prevent similar issues in the future.
Thank you again for bringing this to our attention, and we hope to have the opportunity to provide you with a better experience in the future.
Many thanks,
Nicole
Petwell
Excellent service
This company provides a very good service at a competitive price. Customer service is very good and the repeat orders are flexible. Very pleased.
23 juin 2026
Avis spontané
Next order discounts not given
I ordered some cat food but I ended up ordering 2 lots to make the postage worth it.
The cost of postage is very expensive compered to Amazon.
I entered my details for text marketing to get 5% off the next order but have received nothing yet.
I was go8ng to order a pet feeder for £95 but you don't deserve the order so I will order from Argos instead.
Not very impressed so far.
23 juin 2026
Avis spontané
Réponse de Petwell.co.uk
Hello Paul,
Thank you for taking the time to leave your feedback.
We're sorry to hear that you've been disappointed with your experience so far.
We understand your concerns regarding delivery costs and the promotional discount, and we'd like the opportunity to look into this further for you. As we're unable to access account details through Trustpilot, please could you contact our Customer Care team directly with your order details so that we can investigate and assist accordingly.
Email: customer.service@petwell.co.uk
Phone: 020 8089 3883
We value all customer feedback and would appreciate the chance to resolve any outstanding issues for you.
Kind regards,
Nicole
Petwell
Good company to do business with quick…
Good company to do business with quick delivery well done will buy off use again in the future thanks Billy
19 juin 2026
Avis spontané
Petwell
Petwell gives a fast response to an order and it’s usually received in a couple of days. Product quality is good too
22 juin 2026
Avis spontané
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