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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Only 2 items in my order were correct
Only 2 items in my order were correct. As cat owners know cats will not eat anything they don’t like. So, at the minute, I have wasted £20. For a senior citizen on a fixed income, it’s unacceptable. emailed but didn’t even receive an acknowledgement
June 1, 2026
Unprompted review
Reply from Pet Supermarket
Hi Grace,
Thank you for your feedback. We sincerely apologise for the issues you have experienced with your order and for the frustration this has caused.
I have now contacted you directly regarding this matter. If you have not received our email, please check your junk or spam folders, as it may have been filtered there.
We appreciate your patience and look forward to resolving this for you as quickly as possible.
Kind regards,
Ellie
Pet-Supermarket
Consistently fails to have product in…
Consistently fails to have product in stock. Order monthly delivery. Haven’t had a delivery for almost two months. Not for the first time we have run out of dog food and had to order elsewhere.
June 1, 2026
Unprompted review
Reply from Pet Supermarket
Hi Charlie,
Thank you for your feedback.
We’re very sorry to hear about the issues you’ve experienced with stock availability and the disruption this has caused to your subscription deliveries.
We understand how frustrating it is to rely on a regular delivery service and then have to source your dog's food elsewhere when the product is unavailable. We are continually working to improve our stock levels, and we apologise that we have let you down on this occasion.
If you would like to contact us at sales@pet-supermarket.co.uk, we would be happy to look into your subscription and see how we can assist further.
Kind regards,
Ellie
Pet-Supermarket
Order did not arrive
Order has not arrived despite receiving email that it has. Checked tracking with Evri and they say they are still expecting it - my first time with Pet Supermarket and will not use again
June 3, 2026
Unprompted review
Reply from Pet Supermarket
Hello Shirley,
Thank you for taking the time to leave your feedback, and we’re very sorry to hear that your order has not yet arrived.
We completely understand how frustrating this must be, especially when you have received an email confirming dispatch but the tracking has not yet updated with Evri.
Once an order is dispatched, we generally expect delivery within 2–4 working days, however delays can occasionally occur while the parcel is being processed through the courier network.
We would really like the opportunity to look into this further for you and help resolve it as quickly as possible. Please could you contact us directly with your order details so we can investigate with Evri on your behalf:
Email: sales@pet-supermarket.co.uk
Phone: 020 8089 3880
We are very sorry for the inconvenience caused and hope we can assist in getting this resolved for you.
Warm Regards,
Nicole
Pet Supermarket
Over a week and still not received order
June 4, 2026
Unprompted review
Reply from Pet Supermarket
Hello Richard,
Thank you for taking the time to leave your feedback, and we’re very sorry to hear that you have not received your order.
We have checked the tracking information and can see that the order was marked as delivered on 04/06.
As a gesture of goodwill and following our review of the case, we have also refunded the delivery charge from your order. Please allow a few working days for this to appear in your account, depending on your payment provider.
We are very sorry for the inconvenience caused and appreciate you bringing this to our attention. If you still cannot locate the parcel, please contact us directly so we can investigate this further with the courier.
Email: sales@pet-supermarket.co.uk
Phone: 020 8089 3880
Warm regards,
Nicole
Pet Supermarket
couldnt find my delivery and managed to…
couldnt find my delivery and managed to find a telephone number rang pet supermarket and they told me where the delivery had been put. I am so relieved thank you
June 3, 2026
Unprompted review
It would have been good to have been…
It would have been good to have been asked if I wanted the order, not just be informed it was on its way
No more, I have cancelled any further orders
June 1, 2026
Unprompted review
Reply from Pet Supermarket
Hello Rosemary,
Thank you for taking the time to leave your feedback, and we’re very sorry for the frustration caused.
We understand your concern about the order being processed without confirmation, and we completely appreciate how you would have preferred to be asked before it was dispatched.
As part of our subscription service, we normally send an email prior to the order being processed to notify customers of an upcoming order. However, on occasion these emails can unfortunately be filtered into junk or spam folders and may not always be seen in time.
We’re very sorry for any inconvenience this has caused, and we completely understand your decision to cancel any further orders.
If you do decide to return in the future, we would be more than happy to help.
Warm regards,
Nicole
Pet Supermarket
Ordered a bag of dog food which had a…
Ordered a bag of dog food which had a huge rip in the actual bag and the parcel bag it arrived in. I will not be using this as no idea how long it was open for. When contacting Pet Supermarket to discuss a replacement they offered a 30% discount or to return the item for a replacement. Unfortunately this is not the first time items have arrived damaged from this company. We also have previously had issues where our dog food was not delivered on our subscription on multiple occasions. Avoid!
June 1, 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for taking the time to leave your feedback.
We are very sorry to hear that your dog food arrived with a tear in both the outer parcel and the product packaging. We completely understand your concerns regarding the condition of the food, and we appreciate why you would not feel comfortable using it.
We are also particularly sorry to learn that this is not the first time you have experienced issues with damaged items, and that you have previously encountered problems with subscription deliveries. We understand how frustrating and disappointing this must be, especially when you rely on regular deliveries of your pet's food.
The options offered were provided in line with our returns policy; however, we appreciate that this may not have met your expectations given the circumstances. We would welcome the opportunity to review this matter further and see whether there is anything more we can do to help.
Please contact our Customer Care team directly with your order details:
Email: sales@pet-supermarket.co.uk
Phone: 020 8089 3880
We sincerely apologise for the inconvenience caused and hope to have the opportunity to investigate this further and restore your confidence in our service.
Kind regards,
Nicole
Pet Supermarket
I’ve not received my order
I’ve not received my order. So if you’re sending me a survey asking how it went, then either you obviously lost it or have no visibility into your couriers which is deeply concerning
June 2, 2026
Unprompted review
Reply from Pet Supermarket
Hello Nicole,
Thank you for taking the time to leave your feedback, and we're sorry for the frustration this has caused.
We appreciate how disappointing it is to receive a review request before your order has arrived, and we apologise for any confusion caused by this.
Having reviewed your order, we can confirm that it was dispatched on 01/06 and is currently with the courier, who is preparing it for delivery. Our standard delivery timeframe is 2–4 working days from dispatch, so your order is still within the expected delivery window.
We understand your concerns and are sorry that this has given the impression that your order may have been lost. Please be assured that we are able to track the progress of your parcel and, based on the latest update, it is continuing through the courier's network as expected.
If your order does not arrive within the expected timeframe, please contact us directly and we will be happy to investigate further for you.
We sincerely apologise again for the inconvenience and thank you for your patience.
Kind regards,
Nicole
Pet Supermarket
It was easy to order my cat’s favorite…
It was easy to order my cat’s favorite food. I used the discount and received my order two days later. I am very pleased.
May 30, 2026
Unprompted review
First time ordering
First time ordering, the bag of dog food is split open in the box and two packets of treats split open. Wont be using again.
June 1, 2026
Unprompted review
Reply from Pet Supermarket
Hello Paul,
Thank you for taking the time to leave your feedback, and please accept our sincere apologies for the condition in which your order arrived.
We are very sorry to hear that the bag of dog food was split open and that two packets of treats were also damaged. We completely understand how disappointing this must have been, particularly as this was your first order with us.
This is certainly not the experience we want any customer to have, and we appreciate how frustrating it must be to receive products that are not in an acceptable condition.
We can confirm that our Customer Care team has already reached out to you and is working to resolve this as quickly as possible. We are committed to putting this right and ensuring a suitable resolution is provided.
Once again, we are truly sorry for the inconvenience and disappointment caused, and we hope to have the opportunity to restore your confidence in our service.
Kind regards,
Nicole
Pet Supermarket
The prices are competitive but the packaging of each carton is too heavy.
The prices are competitive.
There are many types of cat products to choose from. Ability to one-stop shopping.
But the packaging of the goods is too heavy and not suitable for a 38 kg carton. I almost sprained my waist.
June 1, 2026
Unprompted review
Great products
Great products, good variety at fair prices ... and next day delivery - you get my vote!
Thank you!
May 31, 2026
Unprompted review
Great price, quick delivery
May 30, 2026
Unprompted review
I have not received my order
I have not received my order I can’t even track it please help
May 24, 2026
Unprompted review
Reply from Pet Supermarket
Hello Diane,
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
Reply from Pet Supermarket
Hello Lynn,
Thank you for taking the time to leave your feedback, and we are very sorry to hear that your order has not arrived.
We completely understand how concerning and frustrating this must be.
We have reviews the tracking and it shows the order was delivered on 29/05. We’re really sorry for any inconvenience and worry this has caused you.
If you are unable to locate your delivery or believe there is an issue with it, please contact our customer service team directly as soon as possible so we can urgently investigate this for you.
We can be contained by email on sales@pet-supermarket.co.uk or by phone 020 8089 3880.
As soon as we hear from you, we will look into this with the courier and work to resolve the matter as quickly as possible.
We’re very sorry again for the inconvenience caused and appreciate your patience.
Warm regards,
Nicole
Pet Supermarket
Nothing delivered yet so I can’t…
Nothing delivered yet so I can’t review.
I only ordered this food because you stopped delivering on the subscription.
Not impressed at all.
May 29, 2026
Unprompted review
Reply from Pet Supermarket
Hello Chris,
Thank you for taking the time to leave your feedback, and we’re very sorry for the disappointment and frustration caused.
We completely understand your concerns, especially as this order was placed following a subscription change, and we’re sorry for any inconvenience this has caused you.
We can confirm that your order is currently out for delivery today, so you should receive it shortly. We truly hope this helps to resolve the immediate issue for you.
We also want to sincerely apologise that the item was not available as expected. Where possible, we always aim to keep products in stock and available, but unfortunately this is not always possible due to supply and demand. Please be assured we are continually working with our suppliers to improve availability and restock items as quickly as possible.
We’re very sorry again for the inconvenience caused and appreciate your patience.
Warm regards,
Nicole
Pet Supermarket
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