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
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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
How this company uses Trustpilot
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It has definitely not been delivered
June 12, 2026
Unprompted review
Reply from Pet Supermarket
Hello Terry,
We’re sorry to hear of your concerns and appreciate you taking the time to leave feedback.
We have reviewed your order and can confirm it was dispatched on 11th June. With standard delivery, orders are typically expected to arrive within 2–4 working days.
Having checked the tracking, the parcel is currently out for delivery today. If you do not receive your order, please contact us directly at sales@pet-supermarket.co.uk or call 020 8089 3880 so we can assist you further and investigate this promptly.
We’re sorry for any inconvenience caused and are here to help if needed.
Warm regards,
Nicole
Pet Supermarket
Great value Chappie Original
Easy to order initially , good value as can’t get chappie original easily in shops! No hassle notification that order is due and delivered on due date. Great delivery service.
June 12, 2026
Unprompted review
Would use this company again.
Would use this company again.
Easy to order and delivery as expected.
June 12, 2026
Unprompted review
I am surprised you’ve asked me this…
I am surprised you’ve asked me this question. How did you do?? I have no idea as I have NOT received the order. I didn’t expect to have as I only ordered it yesterday!! Don’t jump the gun you’ve made yourselves look quite stupid.
June 11, 2026
Unprompted review
Reply from Pet Supermarket
Dear Joyce,
Thank you for your feedback.
I am deeply sorry for any confusion and inconvenience caused by the delivery survey being sent before your order has arrived. We understand your frustration and appreciate you bringing this to our attention.
The survey was sent automatically and was not intended to suggest that your order had already been delivered. We apologise for the misunderstanding and any concern this may have caused.
If you have any questions regarding your order, 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 assist further.
Kind regards,
Qasim
Pet Supermarket
Really great customer service
Really great customer service. Item was damaged in transit and I waa notified quickly and delivery next day! Really pleased.
Good price.
June 11, 2026
Unprompted review
Ordered a big bag of dog food and…
Ordered a big bag of dog food and multiple other items, sent through Evri, there was no email to confirm delivery. When i tracked it, it had been delivered 10 hours ago, it was stolen from outside of my flats as the courier neglected to ring my buzzer. Emailed Pet Supermarket to tell them my package has been stolen after being left outside (in the pouring rain may I add), they emailed me back with a document that they want me to print and sign? Not only don't I own a printer, I'm not sending some random company with evidently bad reviews a copy of my signature for them to do whatever they like with. Ridiculous. As someone on an extremely low budget and just lost out on a £50 order, I now don't know what to do, that money isn't replaceable.
June 11, 2026
Unprompted review
Reply from Pet Supermarket
Dear Kinberley,
Thank you for your feedback.
I am deeply sorry for any inconvenience caused by this experience. We understand how frustrating it must be to discover that your order was left unattended and subsequently went missing.
We take situations like this very seriously and would like the opportunity to investigate this matter further and work towards a resolution 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 assist further.
Kind regards,
Qasim
Pet Supermarket
Price went up without notificaation
The price of my subscription order went up for 20% without anyone notifying me. I only noticed after it has been billed already.
June 10, 2026
Unprompted review
Reply from Pet Supermarket
Hello Cirila,
Thank you for taking the time to leave your review.
I am sorry to hear that you were unhappy with the price increase on your subscription order.
Subscription customers should receive an email notification up to 5 days before their next order is processed. This is intended to provide time to review the upcoming order, make any amendments, or cancel the subscription if the updated pricing no longer meets their needs. I am sorry if this notification was not seen or did not provide sufficient notice in your case.
Subscription prices can occasionally change due to factors such as manufacturer price increases or the ending of promotional offers. While we always do our best to keep our prices competitive, there are unfortunately times when increases are unavoidable.
We appreciate your feedback and will continue to work hard to ensure we offer the best value possible to our customers.
Warm regards,
Natasha
Pet Supermarket
Request for feedback preceded delivery
I am being asked to rate a delivery I haven’t yet received. My attempt to contact the company to point this out proved fruitless as the ‘contact us’ option only leads to pre-prepared answers. Very poor customer service.
June 11, 2026
Unprompted review
Reply from Pet Supermarket
Hello Serena,
Thank you for your review.
I have reviewed your order and I can confirm that your order was dispatched on 10/06/2026. You should have received an email confirmation containing your tracking details.
Please note that our standard delivery timeframe is 2-4 working days. As your order is currently within this delivery window, it is still in transit.
If you have not received your order after this timeframe has passed, 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 assist further.
Kind regards,
Natasha,
Pet Supermarket.
Order not received despite paying for
Order not received despite paying for
Next day delivery
June 10, 2026
Unprompted review
Reply from Pet Supermarket
Hello Pam,
Thank you for taking the time to leave your review.
I am very sorry to hear that your order was not received as expected, especially after selecting and paying for next day delivery.
We would like the opportunity to look into this for you and assist further. Please contact our Customer Care team at sales@pet-supermarket.co.uk or call us on 020 8089 3880, and a member of the team will be happy to investigate the matter.
Please accept our apologies for any inconvenience caused.
Warm regards,
Natasha
Pet Supermarket
Great deal and price
Great deal and price - good selection to choose from… and super fast delivery.
Absolutely perfect transaction.
June 8, 2026
Unprompted review
Good range of products, fast delivery
Good range of products, very quick delivery
June 10, 2026
Unprompted review
Persistent damaged delivery
I have had a subscription of dog food for 6 months. Each delivery was damaged or missing items. The last delivery was meant to be a box of butchers tripe tins. The tins were loose, we were missing a number of these and the box that they came in was open and missing a top!
The customer care team responded quickly to be fair, but i was then refunded £1.75.
This was the fourth time that my delivery had come damaged or missing items. The refund was insulting, the care in sending of the items was very poor.
There is a 1 star review because it was delivered on time. The couple of quid savings you make on the somewhere like Pets and Home is not worth the hassle of having to make a complaint (and an evidence video) everytime you get a damaged order.
Really not worth ordering with this company. Total headache!
June 5, 2026
Unprompted review
Reply from Pet Supermarket
Hello Victoria,
Thank you for taking the time to leave your review.
I am very sorry to hear that you have experienced repeated issues with your deliveries. We understand how frustrating it must be to receive orders that are damaged or incomplete, particularly when this has occurred on more than one occasion.
While I am pleased to hear that our Customer Care team responded promptly, I appreciate that this does not make up for the inconvenience caused or the disappointment you have experienced.
We take feedback such as yours seriously and will ensure your comments regarding the condition of your deliveries and the overall experience are shared with the relevant teams for review.
If you would like to discuss your experience further, please feel free to contact our Customer Care team at sales@pet-supermarket.co.uk.
Warm Regards,
Natasha,
Pet Supermarket.
Prompt delivery great service good price
June 9, 2026
Unprompted review
I love pet supermarket
I love pet supermarket, I can get lots of different flavours of lillys pet food for my fussy dachshund, it is also cheaper than my local supermarket. The delivery extre5quick and it's so easy to navigate around the website.
May 29, 2026
Unprompted review
Cannot beat the price
Arrived on time . My only query is that it arrived separately ( two products) hasn't happened before and I wondered why ?
June 8, 2026
Unprompted review
Subscribing to a regular delivery is useless
I subscribe to a fairly large order every 3 months, which makes the postage and packing fee worth it. However, each time, most of the items are not available, which is annoying, but also means they send me £2.48 worth of products and I pay about £4.99 in P&P. Really poor.
June 2, 2026
Unprompted review
Reply from Pet Supermarket
Hello Ali,
Thank you for taking the time to leave your review.
Firstly, I would like to sincerely apologise for the frustration caused by your recent subscription orders.
When some items within a subscription order are out of stock, our system currently automatically dispatches the available items to help prevent any further delays in receiving products that are ready to ship. Unfortunately, when the value of the dispatched items falls below the free delivery threshold, the system can automatically apply a delivery charge.
I completely understand how disappointing and inconvenient this is, particularly when you have placed a larger order specifically to qualify for free delivery.
We are currently working on a fix to ensure delivery charges are not applied when part of a subscription order is held back due to stock discrepancies.
In the meantime, we would be happy to review your orders and refund any postage charges that should not have been paid. 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 look into this for you.
Thank you for bringing this to our attention, and please accept our apologies once again.
Warm Regards,
Natasha,
Pet Supermarket.
Rubbish Delivery
This doesn’t look good - no emailed notification that our order is out for delivery, despite that being promised. But Tracking the code provided [repeatedly despite my having a life to lead] said that our order was out for delivery between 15.00 and 17.00. It is now 18.40 and the tracking information is still stuck at that time-frame. NO information to the contrary and NO information on when I might expect these goods to be delivered.
I am not happy as this is the regular lack of reliable delivery I have received room EVRi. Why on earth do you carry on using them? I would like to continue as a customer of your company, but my patience is beyond being tested.
Jeffrey Kelly
P.S. Before sending this email I have just opened my front door and - SURPRISE - the goods are lying just outside our front door. The delivery driver didn’t even have the courtesy to ring our doorbell. I am now seriously considering buying this product from elsewhere. I am REALLY fed up.
June 8, 2026
Unprompted review
Reply from Pet Supermarket
Hello Jeffrey,
Thank you for taking the time to leave your review.
I am very sorry to hear about your experience and completely understand your frustration.
While I am pleased to hear that your order was ultimately delivered, I appreciate that the tracking information and delivery experience did not meet your expectations. Our customers should receive regular tracking updates by email directly from the courier including notifications when a parcel is out for delivery and when it has been delivered. I am sorry if these updates were not received or if the tracking information did not accurately reflect the status of your delivery.
I also understand your disappointment that the parcel was left outside your property without the driver ringing the doorbell.
Your feedback regarding the courier service and delivery communication has been noted and will be shared with the relevant teams. We take comments such as yours seriously as they help us monitor the performance of our delivery partners and identify areas where improvements are needed.
We would also be happy to investigate why you did not receive any delivery communications. 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 look into this further for you.
We genuinely value your custom and are sorry that this experience has left you feeling let down. Please accept our sincere apologies for the inconvenience and frustration caused.
Kind regards,
Natasha
Pet Supermarket.
The company is excellent but when I…
The company is excellent but when I received my parcel it was all damaged the foods were ok but the boxes they come in were a mess because they were put in a bag instead of a box.
June 4, 2026
Unprompted review
Great product, price and delivery
Easy to order or subscribe to on the website and emails received letting me know when my order would be dispatched and delivered. A very good company, good price, quality product, and a happy satisfied dog and owner!
June 3, 2026
Unprompted review
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