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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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
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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.
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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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Subscription items out of stock get charged for delivery despite the subscription qualifying for free delivery.
I bulk order via subscription so that I can qualify for free delivery. Items are frequently out of stock so they get sent in drabs and drabs, often just a few days later, and then charge for delivery. When I queried this with customer support they informed me that late items don't qualify for free delivery and perhaps I should arrange my subscription frequency so that all items are delivered at once. I do that already, which in my opinion is the whole point of the regular subscription.
UPDATE: I have changed my experience from 1* to 3* due to prompt response and gesture of goodwill from Nicole. This is such a shame because if customer support had responded in the same manner I would never have felt the need to write a negative review in the first place :(
June 29, 2026
Unprompted review
Reply from Pet Supermarket
Hello Kieron,
Thank you for taking the time to share this feedback, and I’m sorry for the frustration this has caused.
When an item on a subscription is out of stock, the remainder of the available items will be dispatched in order to avoid further delays to your order. Unfortunately, when this happens, the subscription system may automatically apply a delivery charge if the remaining items fall below the free delivery threshold.
We completely understand how frustrating this is, particularly when your intention is to receive everything together as part of a regular subscription. This is something we are actively reviewing, as we recognise it is not the experience we want for our customers.
I can also confirm that we have refunded the delivery charge on your most recent order as a gesture of goodwill.
We’re very sorry for the inconvenience caused and appreciate you bringing this to our attention.
Kind regards,
Nicole
Pet Supermarket
Great value
Great value. Fast delivery. Easy to use the site. Will certainly buy again. Would be even nicer if I receive a loyal customer discount. Certainly would be a regular customer if this was included on each order.
June 25, 2026
Unprompted review
Damaged on arrival and no response to email
My order came in two parts. time wise this was as described so no complaints there but the first part was damaged with food spilling out and after an email to report this i am still awaiting a response four days later. the second part had two products wrapped together in brown parcel tape so not impressed there either. disappointing as range and price is good.
June 29, 2026
Unprompted review
Reply from Pet Supermarket
Hello Peter,
Thank you for taking the time to leave your feedback, and we’re sorry to hear about the condition your order arrived in.
We’ve looked into this and unfortunately we can’t see any email from you in our system regarding the damaged items. We completely understand how frustrating this must have been, especially with food spilling from the parcel.
We do not expect items to arrive damaged, as this is not the standard we expect from our deliveries, and we’re sorry that this has happened on this occasion.
So we can get this resolved for you as quickly as possible, could you please contact us directly at sales@pet-supermarket.co.uk and include a short video or clear photos of the damaged items? Once received, we’ll be able to review this properly and look into a resolution for you.
We’re also sorry to hear about how the second parcel was packaged and appreciate you raising this with us. We will pass this feedback on to our warehouse team for review.
Thank you again for bringing this to our attention, and we hope we can put this right for you.
Kind regards,
Nicole
Pet Supermarket
Excellent service
Excellent service. I received my order on time and in perfect condition. My dog enjoys the treats that I buy from you, so I am very happy.
June 29, 2026
Unprompted review
Easy to order
Easy to order. Competitive prices. Prompt and reliable delivery. Many thanks 🙏
June 11, 2026
Unprompted review
2 orders both wrong!
Placed an order twice both times they have wrong.
Won’t refund until they have received the goods back that are collected but you need to be present for a signature 8am-8.00pm! No use if you’re working during the week. Once you have returned the items you then have to wait 2-5 days for a refund. Ordered again and guess what the same outcome wrong again!
Customer service people very professional and proactive. Cannot fault them Nicole has been great. But got 10% discount on next order but unable to use as it’s a subscription so that was a waste of time. Still going through same process of collecting the wrong items. So frustrating.
June 19, 2026
Unprompted review
Reply from Pet Supermarket
Hello Wayne,
Thank you for taking the time to leave your feedback, and I’m really sorry for the ongoing issues you’ve experienced with your orders. I can completely understand how frustrating it must be to receive incorrect items more than once and then have to go through the returns process again.
We’ve raised the issue regarding the wrong product being dispatched, as this may be due to a fault which our team are currently investigating. We want to make sure this is fully looked into to prevent it happening again.
In regard to the collection service, we do apologise that the collection window is 8am–8pm. Unfortunately, this is set by the courier. However, on the day of collection you will receive a more accurate, smaller time slot so you’re not waiting in unnecessarily all day.
With regard to refunds, the 2–5 working day timeframe is due to standard banking processing times, which unfortunately is outside of our control. Once the return has been received and processed, the refund is issued straight away from our side.
We’re also very sorry to hear the discount could not be used on a subscription order — we appreciate how disappointing that is and will ensure this feedback is passed on for review.
We sincerely apologise for the frustration and inconvenience caused.
Kind regards,
Nicole
Pet Supermarket
Arrived quickly and was well packaged
June 25, 2026
Unprompted review
Fast and efficient service
Wrong order was delivered on Monday, spoke to Natasha who was extremely helpful and efficient. The wrong order was collected on Tuesday and the correct order was delivered on Wednesday. Great job Natasha, thank you.
June 24, 2026
Unprompted review
Frustrating
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 charged after I had already outlaid money elsewhere.
June 19, 2026
Unprompted review
Reply from Pet Supermarket
Hello Judy,
Thank you for taking the time to leave your feedback.
We’re very sorry for the frustration and inconvenience caused by your recent subscription experience, particularly having items go out of stock on more than one occasion.
We completely understand how disappointing it is to be left without clear updates and then have to purchase items elsewhere, only to later receive the delayed delivery and be charged as part of your subscription. This is not the experience we aim to provide, and we apologise for the inconvenience caused.
Where possible, we always aim to keep all items in stock; however, due to supply and demand, this is not always possible. Please be assured that our team work closely with suppliers to get stock back in as quickly as possible.
In situations where an order is delayed and you have needed to purchase a replacement elsewhere, your subscription order can be cancelled if it is no longer required, to prevent it from being sent once stock becomes available.
We appreciate your feedback and your continued support, and we’re sorry again for the disruption caused.
Kind regards,
Nicole
Pet Supermarket
Dog bed arrived safely and on time
Dog bed arrived safely and on time. Very pleased 😃
June 19, 2026
Unprompted review
The whole process went well and
The whole process went well and the delivery was on time.
June 22, 2026
Unprompted review
Very good service.
June 20, 2026
Unprompted review
It was good seams cheaper than other…
It was good seams cheaper than other web sites. Delivery was disappointing because there was a delay and then it was another 5 days after the original delivery date when it arrived. Also think there maybe some issues on the website as it was being abit odd so may want to check that.
June 24, 2026
Unprompted review
Happy to recommend
Another great transaction with this company. Large amount of choice of products, competitive prices and quick delivery - highly recommend.
June 24, 2026
Unprompted review
Swift and effective customer service
Swift and effective customer service. A shipping error was quickly corrected. Communication (from Jamie and Natasha) was top class for which they deserve recognition.
June 18, 2026
Unprompted review
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