Petwell.co.uk Avis 

Réponse de Petwell.co.uk

10 juin 2026

Hello Maria,

Thank you for taking the time to leave your review.

I am very sorry to hear that you received the incorrect order and that the collection did not take place as expected. I completely understand how frustrating this experience must have been.

Please be assured that we are still actively monitoring this issue and remain in contact with the courier while we investigate what has happened and will continue to be in contact with you.

To ensure that you are not waiting any longer for a resolution, I can confirm that I have processed a refund for your order in the meantime.

I appreciate that this does not undo the inconvenience caused, and I am sincerely sorry that your experience has not met the standard we strive to provide.

Thank you for your patience while we continue to work with you and DHL regarding the collection and investigation.

Warm Regards,
Natasha,
Petwell.

Réponse de Petwell.co.uk

9 juin 2026

Hello Deborah,

Thank you for taking the time to leave your review.

I’m sorry to hear that you were disappointed with your experience.

I have reviewed your account and can confirm that we responded to the emails received regarding your cancellation request and that the subscription was successfully cancelled. I am sorry if this did not feel as prompt or clear as you had hoped.

With regard to your order, this had already been dispatched from our warehouse at the time we received your cancellation request. Once an order has been dispatched, we are unable to cancel it. This was outlined in our previous correspondence, along with the option to return the item if it was no longer required.

I have also reached out to you directly again to help resolve this matter.

We appreciate your feedback and are sorry for any inconvenience or frustration caused. We continually review our processes to improve the service we provide to our customers.

Warm Regards,
Natasha,
Petwell.

Réponse de Petwell.co.uk

5 juin 2026

Hello Lyndsay,

Thank you for taking the time to leave your feedback, and we’re very sorry to hear about the delays you’ve experienced with your subscription orders.

We completely understand how frustrating this can be, especially when you rely on regular deliveries, and we apologise that our communication has not met expectations on these occasions.

We are continuously working to improve stock visibility and customer updates to ensure that any delays are communicated more clearly in the future.

As a gesture of goodwill for the inconvenience caused, we have refunded the most recent delivery charge. Please allow a few working days for this to appear in your account, depending on your payment provider.

If you would like us to look into any specific orders or subscription issues further, please don’t hesitate to contact us directly so we can assist.

We’re very sorry for the inconvenience and appreciate your continued patience.

Warm regards,
Nicole
Petwell

Réponse de Petwell.co.uk

4 juin 2026

Hello,

Thank you for taking the time to share your feedback, and please accept our sincere apologies for the experience you’ve described.

We are truly sorry to hear that you felt your emails were not being properly read or actioned, and for the frustration and time this has caused you. This is certainly not the level of service we aim to provide, and we completely understand how upsetting and exhausting this must have been, especially given your current circumstances. We are very sorry for the additional stress this has added.

We would very much like the opportunity to look into this properly and put things right for you. If you are willing, please contact us directly so we can personally review your case and ensure it is resolved as quickly and smoothly as possible:

Email: customerservices@petwell.co.uk
Phone: 0800 781 7833

We genuinely value your feedback and would like the chance to restore your confidence in our service.

Wishing you all the very best at this difficult time.

Warm regards,
Nicole
Petwell

Réponse de Petwell.co.uk

2 juin 2026

Hello,

Thank you for taking the time to share your feedback.

We're sorry to hear that you were disappointed with both your experience and the outcome of your review. We would like to clarify that we do not have the ability to remove reviews ourselves. Review moderation decisions are made by Trustpilot in accordance with their own guidelines and policies.

We value all customer feedback, whether positive or negative, as it helps us identify areas where we can improve our service. We're sorry that your experience did not meet expectations and would like the opportunity to review your concerns further.

Please contact our customer care team at customer.service@petwell.co.uk or call us on 020 8089 3883 and we will be happy to look into this for you.

Warm Regards,
Natasha,
Petwell

Réponse de Petwell.co.uk

1 juin 2026

Hello James,

Thank you for taking the time to share your feedback, and we are truly sorry to hear about your experience with your orders.

We sincerely apologise for the inconvenience caused by receiving incorrect items on two occasions, as well as the stress, delays, and frustration this has resulted in. We completely understand how disappointing this must have been, especially when you were relying on these products urgently.

We are also very sorry for the issues you experienced with the courier collection and tracking updates, and we understand how this would have made the refund process feel unnecessarily difficult. This is not the level of service we aim to provide.

Your comments have been taken very seriously and will be passed on to the relevant teams for review to help prevent situations like this happening again in the future.

If you would like to discuss anything further, please don’t hesitate to contact us directly:

Email: customer.service@petwell.co.uk
Phone: 020 8089 3883

We are very sorry again for the inconvenience caused and thank you for bringing this to our attention.

Warm regards,
Nicole
Petwell