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
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
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
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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A répondu à 64 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
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Can't fault the service on time…
Can't fault the service on time packaged well web site easy to navigate.
22 janvier 2026
Avis spontané
Arrived on time
22 janvier 2026
Avis spontané
Still waiting for my order to be…
Still waiting for my order to be delivered. One week been waiting.
Won't be buying here again
21 janvier 2026
Avis spontané
Réponse de Petwell.co.uk
Hi Nigel, thank you for your feedback, and we’re very sorry to hear that you’re still waiting for your order.
We completely understand how frustrating this is, especially after such a long delay, and we sincerely apologise for the inconvenience caused. This is not the experience we want for our customers.
Our customer care team have processed a full refund for your order as this had become lost in transit with the courier. We understand the inconvenience caused and your feedback will be raised to the relevant departments to review.
Thank you for bringing this to our attention, and we’re sorry that this has affected your confidence in shopping with us.
I was buying cat litter from them on…
I was buying cat litter from them on subscription and after a few adjustments got it right amount right delivery dates. Delivery was always two boxes with two bags in. Last delivery was two boxes but only one bag in each hence two bags short. Quick email explaining shortage then several more emails explaining exactly how the shortage occurred this to-ing and fro- ing went on for about a month. Then they sent me a form to fill in, the form had to be downloaded completed by hand then sent back by snail mail. I felt transported back to my childhood I had a pen but no printer and a stamp is nearly a quid
20 janvier 2026
Avis spontané
Réponse de Petwell.co.uk
Hi Luke, thank you for taking the time to leave your review.
We’re very sorry to hear about the issues you experienced with your delivery and that the process to resolve the shortage was not ideal. We understand how frustrating it must have been to receive fewer items than expected.
We also appreciate your feedback regarding the form request. We acknowledge that this approach was inconvenient and not in line with the smooth, modern service we aim to provide. Unfortunately, this is our current procedure and whilst we understand it may not be convenient, we try to make the process as smooth as possible. However, your comments have been shared with our team, and we’re reviewing our procedures to ensure future cases can be handled more efficiently and digitally.
Thank you again for highlighting this, and please accept our sincere apologies for the inconvenience caused.
Great company ,fantastic prices
Huge range to choose from.The wet dog food I use for my setter is at a great price per pack.Cheaper than anywhere else I've found it by quite a way.Also delivered quickly and securely packaged.Excellent experience.
17 janvier 2026
Avis spontané
Do not bother using this Company
First my repeat order could not be processed because I had not amended my credit card details with new expiry date. This was duly actioned once I was notified but the order was not despatched.
I could not get through to customer services by telephone and so had to send an email and 2 days later received a response to say that the order had now been processed. 2 days later still no confirmation to say order had been despatched. Following day the courier sent a message saying that they were still awaiting the order.
Another telephone call to Petwell and following day I received a message from courier telling me that it would be delivered the following day.
It was delivered but was not the correct food for my dog. I was half expecting this to happen as several checks on Petwell site showed the item I had on easy repeat had been out of stock for some weeks.
I rang and requested a full refund and for incorrect item to be collected. Refund was actioned immediately but as I write the dog food is still waiting to be collected. Once it has been collected I will be cancelling my subscription and sourcing the item elsewhere. Most probably back to Pets at home and click and collect the 15kg bag.
6 janvier 2026
Avis spontané
Réponse de Petwell.co.uk
Hi, thank you for taking the time to leave such detailed feedback.
We’re very sorry for the inconvenience and frustration you experienced with your repeat order.
We sincerely apologise that the product supplied did not match your subscription, particularly given that the item had been out of stock. This is not the level of accuracy or reliability we aim to provide, and we completely understand why this has affected your confidence.
We can confirm that our Customer Service team have taken action regarding this issue. Our team is following this up to ensure the collection is completed on the designated date.
Thank you again for highlighting these issues. Your feedback has been shared internally as we work to improve our overall service experience.
Very good price and quick delivery
Very good price and quick delivery. Used before and will use again.
13 janvier 2026
Avis spontané
Extremely unhappy customer
This was my second time ordering from Petwell. The first time my order arrived quickly. My second order, however, was a wholly different experience. The main part of my order consisted of a 15kg bag of kibble, which was in stock when I placed my order on 4th January. When I had not received it, nor even had any communication from them, I contacted them on 11 January. On 12 January they responded saying their warehouse and courier service were extremely busy and they would get my order out to me as soon as possible. Then, on 15 January, I got an email from them with a refund notification for the 15kg bag of kibble, which was now out of stock. Incidentally, when I contacted them on 11 January to ask for an update on my order I saw on their website that this particular kibble was shown as out of stock. Had they shipped my order when I placed it on 4th January, when the item was in stock, I would not be writing this review. I shall not be using Petwell again.
4 janvier 2026
Avis spontané
Réponse de Petwell.co.uk
Hi Linda, thank you for taking the time to share your experience.
We’re very sorry to hear about the issues you encountered with your second order and for the lack of communication while you were waiting for an update. We completely understand how disappointing this must have been, especially given that your first experience with us was positive.
We recognise how frustrating this situation is and appreciate you explaining the timeline so clearly. I can confirm our Customer Service team have processed your refund for the outstanding item. Please note that your feedback has been shared with our team as we review our stock allocation and communication processes to prevent this from happening again.
Thank you for bringing this to our attention, and we’re sorry that this experience has affected your confidence in shopping with Petwell.
Pretty poor service
Pretty poor service, didn't send my subscription out out until 8 days after it was due, had a very similar experience my orevious order, don't see the point in a subscription if you can't get it the date you choose....again, had to go out & buy until I received the delivery ....high demand...poor excuse I'm afraid
15 janvier 2026
Avis spontané
Réponse de Petwell.co.uk
Hi, thank you for taking the time to leave your review.
We’re very sorry to hear about the delay with your subscription delivery and that this has happened more than once.
We apologise that high demand impacted your delivery. Your feedback has been shared with our operations team as we work to improve subscription reliability and better manage demand to avoid customers being put in this position.
We’re sorry for the inconvenience caused and for the need to purchase elsewhere while waiting for your order. Thank you for bringing this to our attention.
SCAMMERS AVOID BUYING HERE
SCAMMERS AVOID BUYING HERE.
Purchased £88 worth of stuff, items kept getting cancelled and quantities changing, emailing them doesn’t help and phone lines are closed.
I requested a statutory refund of the whole order as I was starting to suspect I was being scammed, next day I received a delivery of items that I hadn’t ordered, mainly cheaper substitutions and in far less quantities than I ordered, items were completely missing etc.
I am now contacting my credit card company for recourse, and looking at reporting them to trading standards.
STAY WELL AWAY IT’S ONE BIG HEADACHE
1 janvier 2026
Avis spontané
Réponse de Petwell.co.uk
Hi, thank you for your review.
We’re very sorry to read this and sincerely apologise for the distress and frustration this situation has caused. We want to reassure you that we are not a scam, and we fully understand how concerning it must have felt to experience cancellations, substitutions, and difficulties reaching us.
We can see that our customer service team is already in contact with you and actively working to rectify the issues with your order, including the items received and the refund request. Please be assured that we take matters like this extremely seriously and are committed to resolving this fairly and as quickly as possible.
We’re sorry that your experience has led you to feel this way, and we appreciate you bringing this to our attention. Our team will continue to work with you directly until the matter is fully resolved.
I placed an order on the 6 January and…
I placed an order on the 6 January and am still waiting for a response and delivery it’s now the 15 January
15 janvier 2026
Avis spontané
Réponse de Petwell.co.uk
Hi, thank you for your review.
We’re very sorry to hear that you’re still waiting for both an update and your delivery after placing your order on 6 January. We completely understand how frustrating this must be.
This is not the experience we want for our customers. Our customer service team would like to urgently investigate your order and provide you with a clear update as soon as possible. Please contact us directly with your order number, so we can look into this for you without delay.
Thank you for bringing this to our attention, and we’re sorry for the inconvenience caused.
I expected a quicker despatch
I expected a quicker despatch. It took a week to arrive which would be fine if I had been informed. Should state that delivery is up to 7 to 10 days
14 janvier 2026
Avis spontané
Réponse de Petwell.co.uk
Hi,
Thank you for your feedback.
We sincerely apologise for the issue. Your suggestions are appreciated and has been shared with our team, as we recognise the importance of setting accurate expectations from the outset.
Thank you for taking the time to leave your review, and we’re sorry for the inconvenience caused.
Thank you again for helping us improve our service.
Order not arrived
Ordered cat litter last Thursday, tracking with DHL not updating, parcel was supposed to be delivered 2 days ago. Reply from customer service - order is still within the delivery window. Obviously not been dispatched! Will not use this company again
14 janvier 2026
Avis spontané
Réponse de Petwell.co.uk
Hi Claire,
We’re very sorry to hear about the delay with your cat litter order and the lack of movement on the DHL tracking. We completely understand how frustrating it is to be told an order is within the delivery window when the tracking information hasn’t updated.
I can confirm that our Customer service team have processed a full refund on your order. This is not the experience we aim to provide, and we apologise for the inconvenience and uncertainty caused.
Thank you for bringing this to our attention.
Bad packaging
Good and great prices but they put three or four bags of litter in one box which makes it impossible to move in once the delivery driver has dumped it . Splitting into two parcels would be so much better
13 janvier 2026
Avis spontané
Réponse de Petwell.co.uk
Hi, thank you for taking the time to leave your review.
We’re pleased to hear that you’re happy with our prices, and we really appreciate you sharing your feedback about the packaging. We understand that combining multiple bags of litter into a single box can make deliveries difficult to handle, and we’re sorry for the inconvenience this caused.
Your suggestion about splitting heavier orders into multiple parcels is very helpful and has been shared with our warehouse team as we continue to review and improve our packing processes.
Thank you again for your feedback — it’s invaluable in helping us improve our service.
Poor service
After waiting and waiting for my order to arrive I receive an email saying it has been cancelled due to lack of stock … well I’ll be getting my cat food elsewhere in future. Not impressed.
13 janvier 2026
Avis spontané
Réponse de Petwell.co.uk
Hi Abigail, thank you for your review.
We’re very sorry for the disappointment caused by the delay followed by the cancellation of your order due to lack of stock.
This is not the experience we want for our customers, and we apologise for both the inconvenience and the lack of a timely update. We have processed a full refund on your order due to lack of stock availability. However, please be assured that your feedback has been shared as we work to improve our service to prevent situations like this in future.
If you require any further assistance, please contact our customer care team at sale@pet-supermarket.co.uk or call us on 020 8089 3880.
Thank you for taking the time to let us know, and we’re sorry that this experience has left you unimpressed.
I love shopping with you put when I…
I love shopping with you put when I opened bag dog biscuits on bottom and cat litter on top most of buisits were open in bottom of bag
11 janvier 2026
Avis spontané
Happy with the price of the product I…
Happy with the price of the product I purchased, Not so happy with the time it took to be delivered. Sorry but nine days to deliver a product in the uk isn’t very good,
12 janvier 2026
Avis spontané
I ordered some dog treats and you delivered them …
I ordered some dog treats and you delivered them.I can't find any reason to tell you about my experience because I didn't have one.....riding a roller coaster is an experience.Ordering dog treats is not.I gave you 5 stars because I ordered it and you delivered it.....thankyou.
9 janvier 2026
Avis spontané
Buyer beware - you may not get what you paid for
Ordered products (cat litter) on line on 4th Jan, made payment (over £50) but still not received delivery yet… just ‘tracked’ order today (11/1) and now states ‘sold out’!
I guess I’m not getting my order then! No communication whatsoever from the company and no notification of a refund so I’m going to have to contact my credit card company to dispute.
UPDATE - 2 days later the shipment arrived. So not all bad.. no email response, apology or update from Petwell regarding delays etc but at least I got the cat litter eventually. Have upgraded to 2 stars
11 janvier 2026
Avis spontané
Réponse de Petwell.co.uk
Hi, thank you for taking the time to update your review.
We’re sorry for the lack of communication and we understand how frustrating this must have been, especially when you had already waited some time for your delivery and had no updates regarding delays or refunds.
We’re pleased to hear that your order has since arrived, but we recognise that the absence of communication, apology, or update from our side fell short of the service we aim to provide. Your feedback is important and will be shared with the relevant teams so we can improve order tracking accuracy and customer communication going forward.
Thank you again for your honest feedback — it helps us identify where we need to do better.
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