Not entirely satisfied with the quality or the way the cat litter is packaged. How on earth do the packing people get such a big bag of cat litter into such a small box !!! AND,the quality of the ca... See more
Company replied
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Review summary
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Reviews shaping this summary
Easy to order and good delivery time. My only comment would be the courier knocked on my door, I said I was coming to get the package (having put my dogs behind closed doors, only to find he had left... See more
Company replied
Frustrating. Second time in a row product out of stock so subscription delivery delayed and had to purchase elsewhere, Then receiving no further update until an advisory that it’s on its way and being... See more
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since i had a repeat order there has been a price drop on my dogs food, i have not been given this price drop why not, i will not use repeat order again this is not showing loyalty to customers
Company replied
Company details
Written by the company
Pet Supermarket is powered by over 20 years of pet industry expertise. Launched by vets, Pet Supermarket is setting a new standard in pet care, tailored to the personalised needs of every cat and dog, from vet-powered plans to targeted nutrition.
Contact info
Fetch! Retail Limited, Unit 1, Paramount House Gelderd Road, Birstall, Batley, , WF17 9QD, United Kingdom
- 020 8089 3880
- sales@pet-supermarket.co.uk
- www.pet-supermarket.co.uk
3.1
Average
127K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 59% of negative reviews
Typically replies within 48 hours
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6 tins of dog food ordered and 3 so…
6 tins of dog food ordered and 3 so badly dented I won't be able to open them
Evri delivered
May 29, 2026
Unprompted review
Reply from Pet Supermarket
Hello Martin,
Thank you for taking the time to leave your feedback, and we are very sorry to hear that part of your order arrived damaged.
We can see that our team has already been in touch with you regarding this issue and has issued a refund for the damaged items. We’re really sorry again for the inconvenience this has caused, especially as it impacted a significant portion of your order.
This is not the standard we aim to deliver, and we completely understand your frustration.
If there is anything further we can assist you with, please don’t hesitate to get in touch and we will be happy to help.
Warm regards,
Nicole
Pet Supermarket
My order has not been delivered
May 29, 2026
Unprompted review
Reply from Pet Supermarket
Hello Alison,
Thank you for taking the time to leave your feedback, and we’re very sorry to hear that you have not received your order and are unable to track it. We completely understand how frustrating this must be.
We would really like the opportunity to look into this for you and resolve it as quickly as possible. Could you please contact our customer service team directly with your order number? As soon as we have these details, we will investigate the issue and provide you with an update.
We can be contacted by email sales@pet-supermarket.co.uk or by phone 020 8089 3880.
We’re sorry again for the inconvenience caused and we look forward to getting this sorted for you.
Warm regards,
Nicole
Pet Supermarket
The worst customer service I've…
The worst customer service I've experienced for pet products. I ordered a Julius K9 harness and they sent the wrong size. Ok mistakes happen, I went through the returns process, outlining in the email chain several times I ordered small, you have sent XS, please send out small. I then receive the replacement product, and it is XS. I then specified a day which would be for collection 2 days ahead, the second time because the incorrect product was sent, and the customer service representative sent an email asking if I was sure I wanted it then and so by the time I replied and got the response it couldn't be arranged. Why would you ask if I'm sure I want it on that day after I specifically said I want it then? Awful customer service and as a result I've wasted near two weeks faffing around when I could have just ordered it somewhere else.
May 29, 2026
Unprompted review
Reply from Pet Supermarket
Hello Josh,
Thank you for taking the time to share your feedback, and we are truly sorry to hear about the experience you’ve had with your order and the returns process.
We sincerely apologise for the repeated error in sending the incorrect harness size, and we completely understand how frustrating and disappointing this must have been, especially as it resulted in unnecessary delays and inconvenience for you.
We are also very sorry for the confusion and frustration caused around the collection arrangement. Unfortunately, the confirmation for the requested collection came through the night before the scheduled date, and at that stage we were no longer able to book the courier in time. We appreciate that this, alongside the earlier issues, has led to a very poor experience overall, and we completely understand your frustration.
This is certainly not the standard of service we aim to provide, and we are very sorry for the time and effort you have had to spend trying to resolve this. Your feedback has been taken seriously and will be shared with the relevant teams for review to help prevent similar issues in future.
If there is anything further we can do to help put this right, please do let us know and we will do our very best to assist.
Warm regards,
Nicole
Pet Supermarket
Just received second delivery
Just received second delivery. Its best to allow one working week for delivery. So I have adjusted my dates to suit. Great company for having your pet food delivered.
May 29, 2026
Unprompted review
Able to change my subscription easily
Able to change my subscription easily . Only thing is I wanted this order and still my next subscription for June but was not able to do this . Otherwise very easy .
May 26, 2026
Unprompted review
Bag arrived completely broken and open
May 28, 2026
Unprompted review
Reply from Pet Supermarket
Hello Linn,
Thank you for taking the time to leave your review, and we’re sorry to hear about the condition your order arrived in.
We completely understand how disappointing it must have been to receive a bag that was broken and open. This is not the standard we expect, and we sincerely apologise for the inconvenience caused.
We have already reached out to you directly so we can resolve this matter as quickly as possible.
If you need anything further in the meantime, please don’t hesitate to contact our customer service team at sales@pet-supermarket.co.uk.
Kind regards,
Nicole
Pet Supermarket
Delivery was brilliant easy to order a…
Delivery was brilliant easy to order a scheduled delivery monthly and the price is cheaper than any where else
May 26, 2026
Unprompted review
I order 2 bags of different food
I order 2 bags of different food, at least 1 is always delayed due to it being out of stock. Again this is the case.
My order that's is supposedly in stock hasn't arrived yet.
Thank you for your response and yes 1 of the food bags is due to be delivered, the other food is out of stock. You kindly answer the same every time I've reviewed. Yet 1 or both are always delayed due to stock levels every order. Which means I have to buy food somewhere else to cover the delay. So please understand this is very frustrating and expensive.
May 28, 2026
Unprompted review
Reply from Pet Supermarket
Hello Kirstie,
Thank you for taking the time to leave your review, and we’re sorry to hear about your experience.
We can confirm that your order was recently dispatched on 27th May, and we would expect it to arrive within 2–4 working days.
We understand your frustration regarding items being delayed due to stock availability. Where possible, we always aim to keep all items in stock, however due to demand and supply fluctuations, some products can occasionally go out of stock. Please be assured that we always work to get these items back in stock as quickly as possible.
If you would like us to look into your order further, please don’t hesitate to contact our customer service team:
Email: sales@pet-supermarket.co.uk
Phone: 020 8089 3880
We’ll be happy to help.
Kind regards,
Nicole
Pet Supermarket
Not received yet
May 25, 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for your review, and we’re sorry to hear that your order has not yet arrived.
Once an order has been dispatched, we would normally expect delivery within 2–4 working days. If your tracking has not been updated, or if it has been longer than the expected delivery timeframe, please contact us directly so that we can investigate this further for you.
You can reach our team using the details below:
Email: sales@pet-supermarket.co.uk
Phone: 020 8089 3880
We apologise for any inconvenience caused and will be happy to assist further.
Kind regards,
Nicole
Pet Supermarket
Terrible lack of customer service
My subscription product was out of stock but i have still been sent the £1.99 dog treats that are also on the subscription but now have been charged £4.99 postage as my main item hasn’t been sent - because it’s out of stock! Ridiculous….. won’t use this company again.
May 23, 2026
Unprompted review
Reply from Pet Supermarket
Hello Victoria,
Thank you for taking the time to leave your review, and I’m very sorry for the frustration and inconvenience caused.
I can confirm that your subscription item was unfortunately out of stock at the time of processing, however the £1.99 dog treats were still dispatched automatically as part of your active subscription. As a result, the order did not meet the threshold for free delivery, which is why a delivery charge was initially applied.
That said, I completely understand why this feels unfair in the circumstances, and I’m pleased to confirm that the delivery charge has now been fully refunded to you.
We’re very sorry for any disappointment this has caused and appreciate you bringing it to our attention. If there is anything further we can do to help, please don’t hesitate to contact us.
Kind regards,
Nicole
Pet Supermarket
Customer Sales Team extremely friendly and efficient. Always respond positively to emails and phone calls.
Customer service great. Delivery fast. Prices reasonable.
May 20, 2026
Unprompted review
Not received my order or had a message…
Not received my order or had a message to say it was out for delivery
May 23, 2026
Unprompted review
Reply from Pet Supermarket
Hello Julia,
Thank you for taking the time to leave a review, and I’m very sorry for the worry and inconvenience caused regarding your order.
I can confirm your order was dispatched on 22nd May and is currently within the expected delivery timeframe of 2–4 working days from dispatch. While couriers do usually provide tracking updates, on occasion these notifications (including “out for delivery” messages) may not always be sent consistently, depending on the delivery service used, which we appreciate can be frustrating.
If your order does not arrive within the expected delivery window, please don’t hesitate to contact us and we will be more than happy to look into this for you and resolve it as quickly as possible.
You can reach us using the details below:
Email: sales@pet-supermarket.co.uk
Phone: 020 8089 3880
Thank you again for your patience and understanding, and we’re sorry for any inconvenience caused.
Warm regards,
Nicole
Pet Supermarket
Well organised company
All the heavy bags arrived on time in perfect condition. Excellent service, thank you.
May 22, 2026
Unprompted review
Abysmal
Next Day Delivery paid for, but time-frame not met. One item in the order was completely wrong, both in terms of an age related product and flavour. This is the third time I've ordered from this company and it will certainly be the last. Avoid.
UPDATE: Refund for the delivery charge but expectation that I now have to sort out the return of an incorrect item for them (no suggestion that they would do so). Total waste of time.
May 21, 2026
Unprompted review
Reply from Pet Supermarket
Hello Jackie,
Thank you for taking the time to leave your feedback, and I’m very sorry to hear about your experience.
I understand how disappointing it must have been to pay for next day delivery and not receive your order within the expected timeframe, as well as receiving an incorrect item—particularly where it relates to both the wrong age range and flavour. This is not the standard we aim to provide.
We would like the opportunity to look into this further and put things right for you. At your earliest convenience, please contact our Customer Service team so we can assist you directly:
Phone: 020 8089 3880
Email: sales@pet-supermarket.co.uk
We appreciate your feedback, and I’m sorry that this experience has led to you feeling unable to order from us again. If you are willing, we would still welcome the opportunity to resolve this properly for you.
Kind regards,
Nicole
Pet Supermarket
Arrived promptly well packed and even a…
Arrived promptly well packed and even a free little treat for my pooch
May 21, 2026
Unprompted review
Excellant service
Excellant service - they realised that I had doubled ordered online and amended accordinglty Fast professional service
May 21, 2026
Unprompted review
£10 for a £5 bag of cat litter!
Are you seriously asking me this? I'm waiting to hear back from my comments yesterday on your disgraceful customer service and you start looking for a good review! My order has not even been dispatched in full as you only have 1 out of the 3 items. You've had the nerve to add a delivery charge to what you have dispatched on top of increasing the price. This is a subscription order so you've had plenty of time to get it all in stock. You offered to sell me my full order at the quoted price with free delivery. I accepted. That is a contract; you have broken that contract. I can accept a late delivery of some items although that is very inconvenient. I cannot accept being ripped off. Over £10 for a £5 bag of cat litter because YOU can't fulfill your part of the contract? I don't think so! Sort yourselves out and sort out my order before you go fishing for good reviews. I was already furious about your handling of this order; well done, I'm 10 times worse now!
May 20, 2026
Unprompted review
Reply from Pet Supermarket
Hi Angya,
Thank you for taking the time to leave your feedback.
We’re very sorry to hear about your experience and the frustration this has caused. We completely understand your concerns regarding the order, pricing, and delivery charges.
We’d like to get this resolved for you as quickly as possible and look into exactly what has happened with your order and agreement.
Please contact our team on 020 8089 3880 or email us at sales@pet-supermarket.co.uk so we can investigate this further and work towards a prompt resolution.
Kind regards,
Ellie
Pet-Supermarket
Regularly late deliveries
Regularly late deliveries, damaged items on arrival. Zero to poor communication during the process. Our dog is on a strict diet, otherwise i would stop using this company
May 20, 2026
Unprompted review
Reply from Pet Supermarket
Hi Pete,
Thank you for taking the time to leave your feedback.
We’re very sorry to hear about the repeated issues you’ve experienced and we completely understand how frustrating this must be, especially when your dog relies on a strict diet.
We sincerely apologise for the inconvenience caused and would really appreciate the opportunity to rectify this for you. Please contact our team on 020 8089 3880 or email us at sales@pet-supermarket.co.uk so that we can look into this further and work towards resolving the issue for you.
Kind regards,
Ellie
Pet-Supermarket
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