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
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Review summary
Created with AI, based on recent reviews
What people talk about most
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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The price of my subscription order went up for 20% without anyone notifying me. I only noticed after it has been billed already.
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 60% of negative reviews
Typically replies within 48 hours
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I do not recommend this company
Day after day this order of mine has been delayed. They promise a delivery of 2-3 business days but I’ve been waiting over a week. ‘Unfortunately there’s been a further delay’ they keep telling me. Not good enough. I won’t be using them again. I’ve asked to cancel my order and a refund. I bet there’s a delay regarding that also! I do not recommend this company.
August 11, 2026
Unprompted review
Reply from Pet Supermarket
Hi,
Thank you for your review.
We sincerely apologise that this has happened. We are actively working to prevent issues like this from occurring in the future and are reviewing our processes to improve the service we provide.
We’re also sorry that we were unable to fulfil your order and that a refund was ultimately required.
We genuinely appreciate you taking the time to provide your feedback, and we apologise again for the inconvenience and disappointment caused.
Kind regards,
Jamie
Petsupermarket
Don’t waste your time
Don’t waste your time. I’ve been waiting 9 days for my order which was due 5 days ago.
August 23, 2026
Unprompted review
Reply from Pet Supermarket
Hi,
Thank you for your review.
I’m sorry to hear that you haven’t received your order yet. We are currently experiencing some delays within our warehouse, which is unfortunately causing orders to take longer than usual to be dispatched and delivered.
If you could please email customerservices@pet-supermarket.co.uk with your order number, I’ll be happy to look into this for you and provide you with an update.
Regards,
Jamie
Petsupermarket.
Brilliant
Brilliant. Super fast delivery. Excellent product at great price. Look forward to receiving my next bag in 6 weeks
August 20, 2026
Unprompted review
Paid extra for next day delivery
Paid extra for next day delivery, item never arrived so emailed them to complain only for a reply telling me it can take 5 working days . They offer a service don't do it but take your money anyway . I would hate to think how long normal post takes .
August 20, 2026
Unprompted review
Reply from Pet Supermarket
Hi,
Thank you for your email.
I’m sorry to hear that you haven’t received your order yet. We are currently experiencing some delays within our warehouse, which is unfortunately causing orders to take longer than usual to be dispatched and delivered.
If you could please email customerservices@pet-supermarket.co.uk with your order number, I’ll be happy to look into this for you and provide you with an update.
We sincerely apologise for the delay and any inconvenience this has caused.
Regards,
Jamie
Petsupermarket
Slow delivery
Slow delivery, but at least available this time, so some improvement
August 18, 2026
Unprompted review
Over 1 week without anything sent
Over 1 week without anything sent, no real timeline given and I had to cancel the order. Used to order regularly but I'll find another business.
August 20, 2026
Unprompted review
Reply from Pet Supermarket
Hello,
We’re sincerely sorry to hear about your experience and apologise for the delay with your order, particularly as you had been a regular customer with us.
Unfortunately, we have recently moved warehouse, which has caused some disruption to our operations and resulted in delays to our usual dispatch timescales. We completely understand how frustrating it is to be left waiting without a clear timeframe, and we’re sorry that we were unable to provide the service you expected on this occasion.
Our team are working hard to restore our operations and dispatching times back to normal as quickly as possible, and we appreciate your patience while we work through the current disruption.
We’re genuinely sorry to hear that you felt you had no choice but to cancel your order and that this experience has affected your confidence in ordering with us again.
Thank you for your previous custom and for taking the time to share your feedback.
Kind regards,
Nicole
Pet Supermarket
I ordered a bag of dog food on the 10th…
I ordered a bag of dog food on the 10th August and I’ve had email to say dispatched with tracking code. DHL tracking code says they’ve not received my item. For a 2/3 day delivery 10 days and still no signs of the order is pretty poor to me. I’ve emailed twice first email said they were having warehouse problems. Still waiting. It’s a good job I ended up buying elsewhere otherwise my dog would be rather hungry. Let’s just see if it arrives ………
August 20, 2026
Unprompted review
Reply from Pet Supermarket
Hello Louise,
Thank you for your feedback.
We sincerely apologise for the inconvenience and frustration caused by the delay with your order. We completely understand your disappointment, particularly as you were relying on the dog food arriving within the advertised timeframe and had to purchase elsewhere to ensure your dog did not go without.
We have reviewed your order and can confirm that it was dispatched on 14th August. Our orders would typically be expected to arrive within 2 working days of dispatch, although unfortunately there can occasionally be delays within the courier network which are outside of our control.
We’re sorry that the tracking has not provided the updates you were expecting and appreciate how frustrating this must have been.
Due to the delay, we have also refunded the delivery charge as a gesture of goodwill. We appreciate that this does not make up for the inconvenience caused, but we hope it goes some way towards acknowledging the delay.
If you do not receive any further tracking updates or delivery information within 5 working days from the dispatch date, please contact us directly with your order details. We will then be able to investigate this further with the courier and work towards getting the matter resolved.
We sincerely apologise again for the inconvenience caused and appreciate you taking the time to share your experience.
Kind regards,
Nicole
Pet Supermarket
Large bags of Chappie
Easy to order quick delivery ,but was unhappy that one of the bags was burst so had to buy another container to put it in
August 14, 2026
Unprompted review
Do not buy from these guys.
Do not buy from these guys.
Order from Pet Supermarket never arrived. All their online fulfilment information is wrong. No phone support available. Online chat only possible with verification code. Except they do not send a verification code. Prices quoted ex-vat (er... who doesn't pay VAT). Terrible retailer. Avoid
UPDATE A WEEK LATER
They have place this 'fake concern' letter below. So I thought I'd update you a week later. No information. No ability to get customer service to react. Now saying that they might have lost the order. Do NOT BUY here. They will take your money and not deliver. My impression is if you find one of their outlets it is OK. But they do not have a delivery service. They try and blame everything on DHL. Believe you me. When you buy, just be prepared to spend 20 hours trying to chase the delivery. AVOID, AVOID, AVOID
August 19, 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for your feedback.
We’re sincerely sorry to hear about your experience and completely understand your frustration, particularly as your order did not arrive and you experienced difficulties when trying to contact our Customer Care team.
We’re also sorry to hear that you had issues accessing our online chat and that you were unable to receive the verification code. We appreciate how frustrating this would have been when you were already trying to resolve an issue with your delivery.
We would really like the opportunity to look into what happened with your order and address your concerns directly. Please contact us with your order details, and our team will investigate the delivery and any other issues you experienced.
Phone: 020 8089 3880 — Monday to Friday, 8:00am–12:00pm
Email: Sales@pet-supermarket.co.uk
We apologise again for the inconvenience and disappointment caused, and we appreciate you taking the time to share your feedback.
Kind regards,
Nicole
Pet Supermarket
Long delivery time with no notification…
Long delivery time with no notification on late delivery
August 19, 2026
Unprompted review
Reply from Pet Supermarket
Hello Clint,
Thank you for your feedback.
We’re sincerely sorry to hear about the delay with your delivery and, in particular, that you were not notified that your order had been affected.
Unfortunately, we have recently moved warehouse, and this has caused some disruption to our operations and resulted in delays to the dispatch of some orders. We completely understand how frustrating it is to be left waiting without a clear update, and we apologise for the inconvenience caused.
We would really appreciate the opportunity to look into your specific order and see what information we can provide. Please contact us directly with your order details, and our Customer Care team will be happy to investigate this further.
Phone: 020 8089 3880 — Monday to Friday, 8:00am–12:00pm
Email: sales@pet-supermarket.co.uk
We sincerely apologise again and appreciate you taking the time to share your feedback.
Kind regards,
Nicole
Pet Supermarket
ordered a week ago still not arrived…
ordered a week ago still not arrived was renal dog food so i needed it in 2 days as per the website. tried to call no rely tired to email 4 times no reply and no refund !!! will be calling my bank
August 12, 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for your feedback.
We’re sincerely sorry to hear about the delay with your order and the difficulty you’ve experienced trying to contact us, particularly as the order was for renal dog food and you were relying on the delivery within the advertised timeframe.
Unfortunately, we have recently experienced an increase in orders alongside a warehouse move, which has resulted in delays to the dispatch of some orders. Where possible, we have been trying to contact customers whose orders are affected to advise them of potential delays, and we apologise if you did not receive an update in your case.
We’re also very sorry that you were unable to reach us by phone or receive a response to your emails. We completely understand how frustrating and concerning this must have been.
We would really appreciate the opportunity to take a closer look at what has happened with your order and investigate this for you. Please contact us directly with your order details using the details below, and our Customer Care team will be happy to assist:
Phone: 020 8089 3880 — Monday to Friday, 8:00am–12:00pm
Email: sales@pet-supermarket.co.uk
We sincerely apologise again for the inconvenience and frustration caused and hope we can resolve this for you.
Kind regards,
Nicole
Pet Supermarket
Never ordering from this company ever…
Never ordering from this company ever again! I’ve had a we have your order since the 12th nothing else, and as for customer services, well that’s non existent! All you get is a generic email i thought id at least have it by today, but no! No contact whatsoever, unless you call a generic email customer support, I’m actually ready to contact my bank & report as a scam & I’m being serious
August 12, 2026
Unprompted review
Reply from Pet Supermarket
Hello Shellie,
Thank you for your feedback.
We’re sincerely sorry for the delay in dispatching your order and completely understand why you’re frustrated, particularly as you placed your order on the 12th and had not received a clear update.
Unfortunately, we are currently experiencing some delays with dispatching orders due to a recent warehouse move and an influx of orders. Where possible, we have been contacting customers whose orders may be affected to advise them of potential delays, but we apologise if the communication you received felt too generic or did not provide the reassurance you needed.
We have reviewed your order and can confirm that it was dispatched yesterday. We’re sorry that this information was not communicated to you sooner and appreciate how concerning it is when you have been waiting without a clear update.
We completely understand your comments regarding Customer Care and sincerely apologise that you feel you have not received the level of support you expected.
We hope that now your order has been dispatched, it reaches you shortly, and we’re sorry again for the inconvenience, frustration and concern caused.
Kind regards,
Nicole
Pet Supermarket
Simple to order and delivered in 2…
Simple to order and delivered in 2 days.
Very pleased woth efficiency
August 12, 2026
Unprompted review
SHODDY
SHODDY. Second time ordering and ridiculous delays. Poor customer service communications. All round rubbish - would avoid. Will never use again. Poor stock availability too.
August 18, 2026
Unprompted review
Reply from Pet Supermarket
Hello Alex,
Thank you for your feedback.
We’re sincerely sorry to hear about your experience and apologise for the delays and poor communication you’ve encountered, particularly as this is the second time you’ve ordered with us.
Unfortunately, we have recently moved warehouse and experienced an influx of orders, which has resulted in delays to the dispatch of some orders. We completely understand how frustrating this is, especially when you are expecting your order within the usual timeframe.
Where possible, we have been contacting customers whose orders are affected to advise them of the delay. We apologise if you did not receive an update in your case and appreciate that this has added to your frustration.
We’re also sorry to hear your concerns regarding stock availability. Where possible, we work hard to keep products available, but stock can sometimes be affected by supply and demand.
We’d really appreciate the opportunity to look into your experience further. If you’re willing to contact us directly with your order details, our Customer Care team will be happy to investigate this for you.
Phone: 020 8089 3880 — Monday to Friday, 8:00am–12:00pm
Email: Sales@pet-supermarket.co.uk
We sincerely apologise for the disappointment caused and appreciate you taking the time to share your feedback.
Kind regards,
Nicole
Pet Supermarket
Everything was great from start to…
Everything was great from start to finish
Good communication ..very quick delivery ..brilliant staff at Pet Supermarket
August 11, 2026
Unprompted review
Have been using Pet Supermarket for…
Have been using Pet Supermarket for quite a while and found them very good, the internet site is easy to use to manage your orders I have find the prices are very competitive and will be using them ag9
August 7, 2026
Unprompted review
Generally poor on all levels
Stock levels poor, rarely have enough especially on discounted items. Slow dispatch and delivery, poor/no response from emails. There are cheaper and better companies to order from so why bother with these?
August 8, 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for your feedback.
We’re sorry to hear that your experience has been disappointing, particularly regarding stock availability, dispatch times and communication. We completely understand how frustrating it can be when an item you’re looking for is unavailable, especially when it is part of a promotion.
Where possible, we do work hard to keep our products in stock and available to customers, but availability can sometimes be affected by supply and demand, meaning certain products can sell through more quickly than anticipated. We appreciate that this can be frustrating and apologise when we’re unable to fulfil your expectations.
We’d really appreciate the opportunity to look into your concerns further, particularly regarding your recent orders and communication. If you could please contact our Pet Supermarket Customer Care team directly with your order details, we’ll be happy to investigate this for you.
Phone: 020 8089 3880 — Monday to Friday, 8:00am–12:00pm
Emial: Sales@pet-supermarket.co.uk
We sincerely apologise for the inconvenience caused and appreciate you taking the time to share your feedback.
Kind regards,
Nicole
Pet Supermarket
I paid for next day delivery which ordered before 2pm. 48hours later still not been sent out. .
I paid for next day delivery which states will arrive next day if ordered before 2pm.
Which I paid extra for.
it been 2 days now and the product still hasn’t been sent out they gave me tracking number with dhl, but dhl haven’t received it after 48 hours now.
This is terrible for pets as if you run out of food and relying on there delivery monthly it can be late and you will be out of food for your loved pets
Don’t recommend.
August 13, 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for your feedback.
We're sincerely sorry to hear about your experience and completely understand your frustration. We appreciate how important reliable delivery is when you're ordering essential food for your pets, particularly when you've paid extra for next-day delivery and are expecting your order to arrive within the advertised timeframe.
We're also sorry that the DHL tracking has not yet updated to show the parcel as received. We'd really like the opportunity to investigate what has happened with your order and the delay in dispatch.
If you could please contact our Pet Supermarket Customer Care team directly with your order details, we'll be happy to review this further.
You can reach us on 020 8089 3880, Monday to Friday, 8:00am–12:00pm, or by email at sales@pet-supermarket.co.uk.
We sincerely apologise for the inconvenience and disappointment caused and hope we're able to resolve this for you as quickly as possible.
Kind regards,
Nicole
Pet Supermarket
Delivery is constantly late or non…
Delivery is constantly late or non existent, and packing turns up battered, though the actual food seems fine. I have had to chase the status of my delivery multiple times and often had to go and buy food elsewhere because it has taken so long to get to me.
August 15, 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for your feedback.
We're really sorry to hear about your repeated experiences with late deliveries and damaged packaging. We completely understand how frustrating and stressful this must be, particularly when you're relying on us for your pet's food and have had to make alternative purchases because your orders have not arrived when expected.
While we're pleased to hear that the food itself has arrived in good condition, we appreciate that this does not make up for the inconvenience caused by the delays, having to repeatedly chase your orders, and parcels arriving battered.
We'd really like the opportunity to look into this for you and investigate what may be causing these ongoing issues. If you could please contact our Pet Supermarket Customer Care team directly with your order details, we'll be happy to review this further.
You can reach us on 020 8089 3880, Monday to Friday, 8:00am–12:00pm, or by email at sales@pet-supermarket.co.uk.
We sincerely apologise for the inconvenience you've experienced and appreciate you taking the time to share your feedback. We hope we're able to investigate this properly and improve your experience with us going forward.
Kind regards,
Nicole
Pet Supermarket
Terrible company
Absolute garbage this company, happy to take your money and not even dispatch the stuff! Ordered beginning of this week and still no dispatch, or notification or anything. Honestly if your having problems distributing stuff, then you should seize sales till you have have your logistics sorted, extremely poor company full of excuses, I wont be using again!
August 7, 2026
Unprompted review
Reply from Pet Supermarket
Hello Josh,
Thank you for your feedback.
We're sincerely sorry for the delay and completely understand your frustration. We appreciate how disappointing it is to place an order, have payment taken, and then receive no dispatch update within the expected timeframe.
Unfortunately, some orders are currently being affected by delays to dispatch due to a recent warehouse move and an influx of orders. Our team are working hard to process and dispatch affected orders as quickly as possible.
Where possible, we have been reaching out to customers by email to advise them when their orders are experiencing delays. We sincerely apologise if you did not receive an update in this instance.
We would really appreciate the opportunity to look into your order and resolve this for you. Please contact our Pet Supermarket Customer Care team directly with your order details so we can investigate what has happened.
Phone: 020 8089 3880 — Monday to Friday, 8:00am–12:00pm
Email: Sales@pet-supermarket.co.uk
We sincerely apologise again for the inconvenience and disappointment caused, and we appreciate you taking the time to share your feedback.
Kind regards,
Nicole
Pet Supermarket
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