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
Bien que nous ne vérifiions pas les affirmations individuelles, car les avis reflètent l’opinion personnelle des utilisateurs, certains avis sont accompagnés du statut « vérifié » lorsqu’il est possible de confirmer qu’une interaction avec l’entreprise a eu lieu. En savoir plus
Pour protéger l’intégrité de la plateforme, chaque avis, qu’il soit vérifié ou non, est analysé par notre logiciel automatisé 24 h/24 et 7 j/7. Il identifie et retire tout contenu qui enfreint nos conditions d'utilisation, y compris les avis qui ne se basent pas sur des expériences authentiques. Nous sommes conscients que nous ne pouvons pas tout détecter, et vous pouvez nous signaler tout élément qui aurait pu nous échapper. En savoir plus
Lisez les avis des autres
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
Aucun historique récent de demande d’avis
Cette entreprise n’a pas récemment invité ses clients à l'évaluer, donc les avis ne sont peut-être pas représentatifs.
A répondu à 64 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
The Worst Customer Service Imaginable
I placed an order for a cat flap, waited over a week and was then sent 2 cat bowls instead. I understand that mistakes happen, but there was no effort on the part of Petwell to rectify this. The onus was put on me and I was told that the correct item would not be shipped to me until I had returned the cat bowls. I had builders waiting to install a new door, so time was of the essence. I would have had to drive 40 minutes to drop off the unwanted cat bowls, or else spend a whole day at home waiting for a collection. And the cat flap I'd ordered was going to be held hostage until I could sort it out. Who operates a business like this?
Needless to say, I cancelled my order and have placed one with another company.
30 avril 2026
Avis spontané
Réponse de Petwell.co.uk
Hello Helen,
Thank you for your feedback, and we’re very sorry for the error with your order and the inconvenience this caused.
We completely understand your frustration, especially given that you had builders arranged and were working to a tight timeframe. Receiving incorrect items in this situation is not the level of service we aim to provide, and we sincerely apologise for the disruption this has caused.
In cases where an incorrect item has been sent, we do need the original item to be returned before a replacement or refund can be fully processed. Where a collection is arranged, the courier will normally contact you on the day to provide a more accurate time slot, to help avoid the need to wait in all day.
We’re very sorry that this experience led to your order being cancelled, and we appreciate you taking the time to let us know what happened. Your feedback will be passed on to the relevant team to help improve our processes.
If there is anything further we can do to assist, please don’t hesitate to contact us at customer.service@petwell.co.uk
or call us on 020 8089 3883.
Kind regards,
Nicole
Petwell
1st order & a disaster
Ordered last Sunday, had an email saying thank you for the order & it had been dispatched by Monday.
Its Friday still no sight of order so checked tracking which doesn't appear to of moved.....contacted customer services to he told after investigation my order has gone missing!
Best of it is all items 5 out of 5 now out of stock so a refund will be given. Unbelievable!
This was the 1st time I have ordered from this company & I am cross because we now have a bank holiday so unable to even order from somewhere else & get my pup her treats before she runs out!
1 mai 2026
Avis spontané
Réponse de Petwell.co.uk
Hello,
Thank you for your feedback, and we’re very sorry to hear about your experience.
We completely understand how frustrating and disappointing this must be, especially as this was your first order with us and you were relying on it for your pup’s treats. Please accept our sincere apologies for the inconvenience caused.
We don’t expect orders to go missing in transit, however unfortunately this can occasionally happen once parcels are with the courier. Where possible, we will always try to replace the order, but if the items are out of stock at the time, a refund is offered instead. We understand how disappointing this outcome is, particularly given the timing over the bank holiday.
If you would like us to look into this further or if there is anything else we can assist with, please don’t hesitate to contact us at customer.service@petwell.co.uk
or call us on 020 8089 3883.
Kind regards,
Nicole
Petwell
My new repeat order was not sent
My new repeat order was not sent. Originally I had an email saying it was a payment issue. I tried to update payment options but nothing was noted in my account regarding payments. I replied to the email and was advised that the original email was sent in error as the recurring goods were not in stock. I checked your website and discovered they're in stock. I placed a new order and replied to the email saying to cancel the original order, also as I had found the goods cheaper in a larger pack the recurring order was to be cancelled as it wouldn't update on your website. Another email was received saying my order was cancelled! I have already created another order for what I need and adjusted the new recurring order. One more chance is what I'm giving you to get my repeat order sorted correctly in July. If it isn't I don't care if your prices are the best I will not buy from yourselves or other associated companies again.
27 avril 2026
Avis spontané
Réponse de Petwell.co.uk
Hello Frances,
Thank you for taking the time to share your feedback, and we are truly sorry for the frustration and inconvenience you’ve experienced with your repeat order.
We completely understand how upsetting and confusing this situation must have been, especially when you were initially advised there was a payment issue, then later informed the email was sent in error, and subsequently had further changes to your order and subscription. This is not the level of service we aim to provide, particularly for customers relying on regular deliveries.
We also appreciate how frustrating it must have been to find conflicting information regarding stock availability and pricing, and we are very sorry for the impact this has had on your confidence in us.
Please be assured that we take this seriously, and we will be reaching out to you directly to fully review what has happened and ensure your subscription is set up correctly moving forward. We would really value the opportunity to put this right for you ahead of your next scheduled order.
Kind regards,
Nicole
Petwell
product you want for less
Web site easy to find product you want, good choice, price of it item I purchased less then a number of other sites I viewed, dog happy I'm happy
26 avril 2026
Avis spontané
I’m really disappointed with my…
I’m really disappointed with my experience with Petwell.
I received a pack of dog food tins that arrived damaged, which is obviously concerning when it comes to feeding my pet. I sent clear photos straight away, expecting a quick and straightforward resolution, but instead it’s just been constant back and forth with customer service asking for more photos over and over again.
What’s especially frustrating is that they even admitted themselves they wouldn’t be happy to feed from a pack of damaged tins, so I don’t understand why this has been dragged out for so long.
The whole process has been unnecessarily stressful and time consuming. Customer service has been unhelpful and inefficient, and it feels like they’re avoiding resolving the issue rather than taking responsibility.
I won’t be ordering from them again.
17 avril 2026
Avis spontané
Réponse de Petwell.co.uk
Hello Matthew,
Thank you for taking the time to leave your review, and I’m very sorry to hear about your experience and the frustration this has caused.
We completely understand your concerns regarding damaged tins and appreciate why you would be unhappy receiving an order in this condition. The reason we sometimes request additional images is to fully assess the extent of the damage—whether it affects one tin or multiple items in the pack. This helps us not only resolve the issue appropriately for you, but also allows us to report it to the relevant teams so we can help prevent it happening again in future.
That said, I’m very sorry that this process has felt repetitive and unnecessarily drawn out. This is not the level of service we aim to provide, and I completely understand your disappointment.
As a gesture of goodwill we have refunded the damaged item and this will reflect in the account within 2-5 working days.
If you would like us to look into this further or resolve it as quickly as possible, please don’t hesitate to contact us directly on 020 8089 3883 or email customer.service@petwell.co.uk and we will be happy to assist.
Kind regards,
Nicole
Petwell
Good value and kept updated about…
Good value and kept updated about delivery date
16 avril 2026
Avis spontané
Good customer service
There was a delivery hiccup due to a slight mistake by the courier. Petwell customer services have responded to my satisfaction and I particularly valued Jamie’s efforts on my behalf.
21 avril 2026
Avis spontané
Quick easy transaction
Website easy to negotiate, found what i was looking for which was hedgehog food, very good price, cheaper than anywhere else I could find that had what I wanted in stock.
Payment transaction was smooth, good corresponding email updates regarding delivery.
Package arrived within a few days, outer packaging concerned me a bit as was only a plastic bag and was slightly damaged, torn, crushed but presume that’s how the courier had treated it, luckily the items inside come in a relatively robust thick paper bags so all was good.
13 avril 2026
Avis spontané
Easy to order delivery very good let’s…
Easy to order delivery very good let’s just hope they work? And will be ordering again.
18 avril 2026
Avis spontané
Competitively priced
Easy to order, prompt delivery with updates, and at a very good price.
Yes I would recommend this company.
15 avril 2026
Avis spontané
Will take your money for an order then…
Will take your money for an order then cancel it 5 days later and expect you to wait a week for a refund!! Do not use!
15 avril 2026
Avis spontané
Réponse de Petwell.co.uk
Hello Emily,
Thank you for taking the time to leave your feedback, and we’re very sorry to hear about your experience.
We completely understand your frustration when an order is cancelled after being placed. While we always aim to fulfil all orders where possible, there are occasions where we are unable to do so due to stock availability or supplier issues. When this happens, we will always contact customers as soon as we are made aware and ensure a refund is processed promptly.
We appreciate that waiting for a refund is inconvenient. Please note that refunds can take 2–5 working days to reach your account, depending on your bank’s processing times, which is unfortunately outside of our control once the refund has been issued.
We’re very sorry for any inconvenience caused and appreciate your understanding.
If you would like to discuss this further, please don’t hesitate to contact us at customer.service@petwell.co.uk or call us on 020 8089 3883, and a member of our team will be happy to help.
Kind regards,
Nicole
Petwell
Dog food
I paid for next delivery and it hasn't arrived I ordered it yesterday m mi
13 avril 2026
Avis spontané
Réponse de Petwell.co.uk
Hello Billy,
Thank you for your feedback, and we’re very sorry to hear about the delay with your order.
We completely understand how disappointing this is, especially when you have selected and paid for next day delivery. This is not the level of service we aim to provide, and we sincerely apologise for the inconvenience caused.
We can confirm that the delivery charge has been refunded, and your order is still in transit and expected to arrive shortly. While delays can occasionally occur with the courier network, we appreciate how frustrating this is when you are relying on a prompt delivery.
If you do not receive any further tracking updates or your order does not arrive soon, please do get in touch with us so we can investigate this as a priority for you.
You can contact us at customer.service@petwell.co.uk or call us on 020 8089 3883, and a member of our team will be happy to assist.
Kind regards,
Nicole
Petwell
I ordered organic layers pellets on…
I ordered organic layers pellets on subscription, you sent mixed corn, I messaged straight away but have not yet had a response or the organic layers pellets which I urgently need.
12 avril 2026
Avis spontané
Réponse de Petwell.co.uk
Hello Angela,
Thank you for your feedback, and we’re very sorry to hear that you received the wrong item.
We completely understand how important it is to receive the correct feed, especially when it’s needed urgently, and we sincerely apologise for the inconvenience and delay in responding to your message.
Due to the issue caused we have refunded the delivery charge.
This is certainly not the experience we aim to provide. Please get in touch with us directly so we can prioritise this for you and arrange a resolution as quickly as possible.
You can contact us at customer.service@petwell.co.uk or call us on 020 8089 3883, and a member of our team will be happy to assist.
Once again, we apologise for the inconvenience caused and appreciate your patience.
Kind regards,
Nicole
Petwell
Very good customer service top products…
Very good customer service top products would recommend
9 avril 2026
Avis spontané
Petwell have excellent customer…
Petwell have excellent customer service, my delivery was delivered to the wrong address and they were very helpful in finding it, thank you Nicole for your prompt reply to my email, highly recommend this company
7 avril 2026
Avis spontané
Excellent value, communication, delivery….
My dog loves these treats and I subscribed to Amazon delivery then cancelled because of price, Morrisons have just gone up 40%. Petwell are the cheapest by far with delivery. Easy to order, communication excellent, delivery quick. Will definitely be ordering these treats again and hopefully other items.
6 avril 2026
Avis spontané
Scammed again
I purchased some wet cat food, 40 pouches per box priced at £11.36 each, I subscribed, then found the price had changed to £13.06, then changed again to £9.01, then a few days later to £15.43. I was never informed about this and it's a good job that I checked my account online because the total amount was for £150+. This surely must be against UK consumer law and I've decided to take this further. I have screenshots and emails showing what I've explained. A previous complaint, I had to pause my subscription because that price had gone up, but was told the price had gone up because I'd paused my subscription which didn't make any sense because the price had gone up before I'd paused the subscription.
In a nutshell, they're changing subscription prices without informing their customers. Beware.
***Update***
I contacted Petwell and they told me that there's nothing they can do when prices rise and to check my account every so many days and before dispatch, which shouldn't be the case if customers received an email about the price is changing. A £6 increase per box is a substantial amount.
8 avril 2026
Avis spontané
Réponse de Petwell.co.uk
Hello Nosmo,
Thank you for your feedback.
We’re very sorry to hear about your experience and understand why this situation would be concerning.
We want to reassure you that we take pricing transparency and our responsibilities under UK consumer law very seriously. Subscription prices can occasionally fluctuate due to supplier or promotional changes.
It’s certainly not our intention to cause confusion or for you to feel misled, and we apologise for any frustration this has caused. We would really appreciate the opportunity to review your account, order history, and the screenshots you’ve mentioned so we can investigate this thoroughly and provide a clear explanation.
Please contact our Customer Service team directly on 020 8089 3883 or email us at customer.service@petwell.co.uk, and we’ll prioritise your case and work to resolve this for you as quickly as possible.
Thank you for bringing this to our attention.
Kind regards,
Nicole
Petwell
Excellent service
Excellent service. Unfortunately first one arrived damaged, arranged a replacement and the price had dropped. They refunded the difference also.
2 avril 2026
Avis spontané
GREAT PRICE AND GREAT DELIVERY...THANK…
GREAT PRICE AND GREAT DELIVERY...THANK YOU PETWELL
4 janvier 2026
Avis spontané
L’expérience Trustpilot
Tout le monde peut écrire un avis Trustpilot. Les auteurs d'avis peuvent les modifier ou les supprimer à tout moment et les avis sont affichés tant que les comptes utilisateurs respectifs sont actifs.
Nous avons des personnes dédiées et des technologies intelligentes pour nous aider à protéger notre plateforme. Découvrez comment nous combattons les faux avis.
En savoir plus sur le parcours des avis sur Trustpilot.
La vérification permet de s'assurer que des personnes réelles écrivent les avis que vous lisez sur Trustpilot.
Offrir des incitatifs en échange d'avis ou demander des avis de manière sélective peut fausser le TrustScore, ce qui va à l'encontre de nos conditions d'utilisation.