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
Created with AI, based on recent reviews
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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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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
Very happy with my order and very…
Very happy with my order and very prompt delivery, and am delighted that they don’t use DHL as their couriers , I have been a regular client of theirs for a long while now and no issues at all .
June 19, 2026
Unprompted review
Poor service
Poor service. Very slow deliveries and items cancelled after order placed due to item being out of stock but still advertised on website. Do not recommend
June 18, 2026
Unprompted review
Reply from Pet Supermarket
Hello Les,
Thank you for your review.
We are sorry to hear that you were disappointed with your experience.
Unfortunately, on rare occasions, stock discrepancies can occur between our website and warehouse systems, which may result in items being cancelled after an order has been placed. We understand how frustrating this can be and apologise for the inconvenience caused.
We are also sorry that your delivery took longer than expected. We continuously work with our warehouse and courier partners to improve both stock accuracy and delivery performance.
Thank you for taking the time to share your feedback, as it helps us identify areas where we can improve our service.
Warm Regards,
Natasha,
Pet Supermarket.
Courier service - 0/10
Courier service - DHL - pathetic - promised delivery on a specific day...three emails telling me 'it's on its way...' ...then...nothing ...!
Message saying '...sorry we missed you..'..which is laughable, as I am housebound. They say they will leave with an neighbour, anyway, if you are not in...so no delivery even attempted. Cat litter delivery too...absolutely essential. Re-delivery date given as 1 week later ! Pathetic. No number to call pet supermarket. Usual '...email and we'll get back to you.' Not happy,
June 18, 2026
Unprompted review
Reply from Pet Supermarket
Hello David,
Thank you for your review.
We are very sorry to hear about your experience and understand how frustrating this must have been, particularly as the order contained an essential item and you were expecting delivery on the promised date.
We appreciate your comments regarding the communication and delivery service provided by DHL. A failed delivery notification when no delivery attempt appears to have been made is understandably disappointing, and we apologise for the inconvenience caused.
We would welcome the opportunity to look into this further for you. Please contact our customer care team at sales@pet-supermarket.co.uk or call us on 020 8089 3880, and we will be happy to review the matter in more detail.
Thank you for bringing this to our attention, and we hope to have the opportunity to restore your confidence in our service.
Warm Regards,
Natasha,
Pet Supermarket.
Advantage flea treatment order
The website is easy to navigate through, good prices, plenty of information on products, and ease of ordering. Delivery time was excellent, very quick, and you are kept informed where your order is at all times. 5 star!
June 18, 2026
Unprompted review
Lovely friendly driver delivered with…
Lovely friendly driver delivered with care
June 17, 2026
Unprompted review
Easy to order and very fast delivery…
Easy to order and very fast delivery delivery.
June 11, 2026
Unprompted review
Got this email asking about my order
Got this email asking about my order , I HAVE NOT RECEIVED THIS ORDER YET
June 16, 2026
Unprompted review
Reply from Pet Supermarket
Hello Patricia,
Thank you for your feedback, and I’m sorry for any concern caused.
We have reviewed the tracking for your order and can confirm it was dispatched on 16th June and is currently with the courier.
Once an order has been dispatched, delivery can take approximately 2–4 working days to arrive. It should therefore be delivered within this timeframe.
If it does not arrive after this period, please contact us and we will be happy to investigate this further for you.
You can reach us here:
Email: sales@pet-supermarket.co.uk
Phone: 020 8089 3880
Warm regards,
Nicole
Pet Supermarket
Brilliant service and very quick…
Brilliant service and very quick delivery time.
June 3, 2026
Unprompted review
Simple to use.
It was easy to find what I was looking for. However, it would be helpful if they produced the meaty cuts in gravy in a bigger box
June 15, 2026
Unprompted review
Food arrived in appalling condition
Food arrived in appalling condition, poorly packaged which resulted in the bag being ripped and a large quantity of the food missing. It had gone off due to being exposed so bad to be thrown. I was offered a refund which I accepted but they changed their mind and offered a partial refund instead. Had to chase them up for the refund in the end too. I will avoid supplier in future
June 8, 2026
Unprompted review
Reply from Pet Supermarket
Hello Jonathan,
Thank you for taking the time to leave your feedback.
I’m very sorry to hear about your experience with your order. This is certainly not the standard we aim to provide, particularly with regards to packaging condition and the inconvenience this caused you.
I also apologise for the confusion and frustration around the refund process. I understand how disappointing it must have been to receive mixed information and then have to chase this up.
We would like the opportunity to look into this further and ensure your concerns are properly reviewed. If you would be willing, please contact our customer service team with your order details so we can investigate what happened in more detail.
You can reach us here:
Email: sales@pet-supermarket.co.uk
Phone: 020 8089 3880
We appreciate your feedback as it helps us identify where improvements are needed, and we’re sorry that your experience has led to this outcome.
Warm regards,
Nicole
Pet Supermarket
Easy ordering delivery good products…
Easy ordering delivery good products reasonable prices
June 10, 2026
Unprompted review
Got sent an email asking how my…
Got sent an email asking how my experience was with my delivery & I haven't even received it yet so I don't know why you are asking me for feedback
Not very good communication
June 16, 2026
Unprompted review
Reply from Pet Supermarket
Hello Shamal,
Thank you for your feedback.
We’re very sorry for the confusion and for the frustration this has caused. We completely understand how unhelpful it is to receive a feedback request before your order has arrived.
This can occasionally happen due to automated email timing, but we appreciate that in your case it was not appropriate, and we apologise for the poor communication.
If you’re still awaiting your delivery and would like an update, please don’t hesitate to contact us directly at sales@pet-supermarket.co.uk or call us on 020 8089 3880, and we’ll be happy to check this for you right away.
We’re sorry for the inconvenience and thank you for your patience.
Warm regards,
Nicole
Pet Supermarket
JUST WHAT MY SENIOR DOG NEEDED
JUST WHAT MY SENIOR DOG NEEDED AND SPEEDY DELIVERY AS WELL. THANK YOU VERY MUCH INDEED FOR MY FREE GIFT AS WELL AND WELL DONE. CHEERS.
June 15, 2026
Unprompted review
Shop somewhere else. Process before customer here.
I made my first order from Pet Supermarket for a large bag of dry dog food. Although it arrived quickly it was the wrong item.
I explained I needed the correct item less than a week from the wrong delivery.
Customer services wanted photo evidence it was the wrong item and required me to take the item to a collection point or wait in all day for a courier. Until the wrong item is received back with Pet Supermarket they will not replace or refund. So a week later and after the date I needed the correct item, I still have the wrong delivery and absolutely no help from them. So many emails. Absolutely no help. Process MUST be followed to the complete detriment of the customer. Shop somewhere else!!
June 4, 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for taking the time to leave us feedback.
We’re very sorry to hear about your experience and the frustration this has caused, especially as you needed the correct item within a specific timeframe. We completely understand how disappointing this must have been.
We appreciate your feedback regarding the returns process and the inconvenience caused by having to provide evidence and arrange a collection. While certain steps are required for investigation, we are very sorry that this resulted in delays and did not meet your expectations.
This is not the level of service we aim to provide, and we are genuinely sorry for the impact this has had on you. Your comments have been shared with the relevant team for review as we continue to improve our processes.
If you would like us to look into this further for you, please don’t hesitate to contact us directly at sales@pet-supermarket.co.uk or call 020 8089 3880, and we’ll be happy to help.
Warm regards,
Nicole
Pet Supermarket
They duplicated my order when I spoke…
They duplicated my order when I spoke to them they said to return it I would be deducted £5. Even though I did not order too big bags of food it was their error. customer service was appalling.
June 14, 2026
Unprompted review
Reply from Pet Supermarket
Hello Lisa,
Thank you for taking the time to leave feedback.
We’re very sorry to hear about your experience and the frustration this has caused. We completely understand your concern, especially as this relates to a duplicate order.
Having reviewed this for you, we can confirm that the £5 deduction will not be applied in this case due to the duplicate order error on our side. We sincerely apologise for the confusion and for any poor communication you received when speaking with us previously.
This is not the level of service we aim to provide, and we appreciate you bringing it to our attention. If there is anything further we can do to help, please don’t hesitate to get in touch.
Warm regards,
Nicole
Pet Supermarket
The site was clear and easy to order…
The site was clear and easy to order from and the goods were dispatched very swiftly. I was notified at every stage. They were well packaged and arrived 3 days earlier than the expected delivery date.
June 12, 2026
Unprompted review
Reply from Pet Supermarket
Hello Marguerita,
Thank you for taking the time to leave feedback.
We’re very sorry to hear that your order has not arrived, and we completely understand how frustrating this must be.
We would really like to look into this for you as quickly as possible. Please could you contact us directly at sales@pet-supermarket.co.uk or call 020 8089 3880 so we can investigate with the courier and provide you with an update.
We sincerely apologise for the inconvenience and appreciate your patience while we get this resolved.
Warm regards,
Nicole
Pet Supermarket
Still awaiting delivery, no existent customer service.
Still awaiting delivery, DHL site no use, customer service do not answer emails.
June 13, 2026
Unprompted review
Reply from Pet Supermarket
Hello Andy,
Thank you for taking the time to leave feedback.
We’re very sorry to hear that you’re still awaiting your delivery and for the frustration this situation has caused. We completely understand how disappointing it is when tracking information is unclear and you’re left without updates.
We would really like the opportunity to look into this properly for you. Please could you contact us directly at sales@pet-supermarket.co.uk or call 020 8089 3880, and our team will be more than happy to investigate this with DHL on your behalf and provide you with a clear update as quickly as possible.
We truly apologise for the inconvenience and appreciate your patience, and we’re here to help get this resolved for you.
Warm regards,
Nicole
Pet Supermarket
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