The Pet Express Reviews 

Avoid at all cost! They don't send goods and lie about stock. Nobody answers the phone! The worst company ever! Never again

Why call your company Pet Express and state on order confirmation that you will ship within 24 Hours when the truth is 3 days after order I get a DHL tracking number that doesn’t work?! I should have checked reviews before, this is the 1st and last time I’ll be using! Go to Pet and Pony they are helpful and ship faster and are same price!

Initially the ordering process was fine. Unfortunately as soon as they had my money it went downhill. No contact for 5 days then an email that said it would be dispatched within 24 hours giving a tracking number. Tracking number not valid on dhl website. Emailed them 4 days later asking what was going on, they responded 2 days later saying that they had received the wrong items and would be dispatching after the weekend. Then received an email from the carrier to say they had received the package (email from pet express was clearly nonsense). Parcel arrived today but now the order is incorrect (tight items but wrong quantities).

Will not be using again

I've used them for the better part of a year and they started off really well. Delivery was quick and on time. Unfortunately, that is no longer true. Delivery estimates are useless, 24 hour shipping is more like 72-96 hour. That isn't the fault of the delivery company though, as they haven't received the parcel even though it's been marked as despatched.
I would avoid using them if at all possible.

This company doesn't even deserve 1 star. They emailed to say my order had been dispatched on a 24hr service with DHL. 4 days later nothing arrived! A tracking number was provided but didn't work...so contacted DHL..they said no such number in their system! Phoned Pet Express and representative was very off hand and unhelpful...tried to tell me to chase my order myself!!! After emailing and messaging via contact form they eventually emailed to say that they were having suppliers issues and were refunding me my money...so why did they email to say the goods had been dispatched in the first place????...they take your money but don't deliver! AVOID this company at all costs!

My order hasn’t arrived, and the tracking number they gave me isn’t recognised by the courier company they said it was being delivered with. They haven’t answered any of my emails, and cut me off when I call on the phone. Avoid.

Dreadful company do not use, my first order arrived but took a while. My second order has not arrived and PayPal are looking into it. I had one reply from the online chat service saying they would look into it but they have stopped responding now. Do not waste your money and time with this company.

Wish I read these reviews before I orded from the pet express. I orded a bird cage cover on the 20th with 24 hour tracked delivery. Got a confirmation email saying my order was accepted and they took £31.99 and said I would hear from Royal Mail within 24 hours. It has since been 6 days since that so called 24 hours delivery and tracking still says “we’re expecting it” and after talking to Royal Mail it means they haven’t got the package off the sender yet and that status never changed.

I emailed the pet express and was told that it was sent out early in error, and to be honest I don’t know what early meant to them as it was supposed to be delivered within 24 hours. I agreed to wait a little longer, the tracking status still didn’t change. I once again emailed to say I’m not willing to be messed around and want a refund. I then got a email back saying they couldn’t fulfill the order due to issues with their suppliers and said they cancelled the order that was supposedly shipped and refund me…

So why did they tell me it was shipped out then? It either was or wasn’t. Clearly a lie! Don’t take money for items you don’t have, it makes the business look shady and not trustworthy.

Ordered on the 16th. Received tracking number yesterday which is not reflecting on delivery website. Can't get through using phone, live chat or email. Seems like a scam.

An absolute joke of a company. They show items in stock which are not. Waited 8 days for my order to arrive then one item was missing. No point trying to call them as they don't answer the phone. Said my missing item was sent afterwards but wasn't! I've raised a PayPal claim to get my money back. Rubbish!

False delivery promises,they do not answer emails or phone.
Order placed 16th June,delivery promised 21st to 23rd June.items never arrived,even though they said package was dispatched.Eventually refunded through PayPal.Very poor customer service.

Take your money and lie.
Like others, I placed an order to be told they had despatched it. Royal Mail never received it and when I contacted The Pet Express, was told that after working for RM for many years, just because it says they are waiting for it, it doesn't mean they've not collected it and they would contact the depot and let me know.
They didn't of course. I then received an email while my parcel was apparently with RM, stating they would have to refund me for an out of stock product. Hmmmm, apparently it is refunded once it gets to the correct department and of course my delivery was sent when they said.
Parcel arrives with an interesting invoice. Order placed 25/06. Apparently sent on 27/06. Date stamp of the 2 products I received 27/06. Third item states to refund. 27/06 on one product was crossed out and instead was written "to order" with the date 30/06. That date then crossed out and 03/07 added. Surprise surprise I suddenly have an update from RM and the parcel finally arrives.
Stop lying Pet Express! If they'd told me they had to order then I would have cancelled and ordered elsewhere. These were gifts my 8 year old had picked for our dog and he's was extremely upset with the delays.

Do not use this company if you want your parcel to arrive.

They take your money then tell you a lie as to why the parcel is delayed. They then say it will be delivered by Royal Mail THEN tell you oh, it will be delivered by DHL. THEN they tell you DHL have no record of the parcel.....hmmm.... interesting!

When asked for the name of the manager I was told she could not give me their name as they are not in the building...WTH!

On the 18th of April, I was looking for a rugby ball for my dog. The Pet Express was advertising 2x Nerf teething balls. When delivered there was only one ball. I called customer services and they told me it was a promotional error, but they have never changed the advertising promotion. If you see a good deal at The Pet Express I would call customer services first before ordering!

Please don't order they don't deliver. And you get no response from anyone to see where your order is or if it will ever come I have called and emailed Still nothing. This company really needs looking at. Ordered on 10th April I had a delivery date and the dog bone didn't arrive. I really wish I had looked on here before I ordered rather than now when I was looking to see what others had to say about THE PET EXPRESS 😡😡😡

Order accepted, with long delivery date ahead, once the date came, nothing happened so I chased, got not existing tracking as a reply and no contact once I've asked for the refund!!!
Dear Potential Customer if you're here to check is it worth the experience I strongly recommend you to look somewhere else and save yourself a hassle!

Do not use. Simple as that. Order a Catit stainless steel water fountain, got immediate order confirmation. Delivery date came and went. Called them to be told it's now out of stock. Transpires they accept your order and your money, then order from their supplier (but have to reach order minimums first so have to wait to fulfil those) and then it turns out thesupplier is out of stock. Lots of excuses, bank holidays, going to call you today (don't think so, I called them at 10 to 5), just avoid them and go somewhere reputable.

I placed an order with them on 18th April for yurelieve advance cats. I needed it in a hurry and their website said that normal postal service would get to me by Friday 21st so I paid for the express service they offered at an additional cost which is usually next day delivery or at the latest the day after. Well I have just received my order and it arrived on 22nd!! Not only that but they have sent me the wrong order, they have sent me the cheaper yumove urinary care for cats! I don’t know how this is possible as the invoice even shows a picture of the yurelieve advance I ordered yet they still managed to send me the wrong item 3 days late. I can’t believe the incompetence of this company for sending me a completely different item which is cheaper and I could have got anywhere and also the fact they charged me for express delivery and my item came even later than I would have expected if I’d just paid for normal delivery. I thought that with this being pet medication they would have took extra care ensuring the right item was sent and also realised that I obviously needed it in a hurry with me paying the extra for quick delivery. I am now right back to square one with no medication for my cat and it is weekend so my cat will be suffering until I can re order with a company that is competent at looking after it’s customers. I wish I would have checked on trust pilot before ordering as it seems that this company are incapable of getting most peoples orders correct. Please DO NOT BUY FROM THIS COMPANY, all these reviews can’t be wrong.

i ordered some things for my pets on 27th march on the 10th of april they asked me to review my purchases.i told them i couldnt because they hadnt arrived.they told me the order was lost in transit and the would send a replacement to reach me no later than 13th april.its 15th april now and no order received.they dont answer my emails and they dont answer their phone so cant even find out whats going on.needless tpo say i wont be ordering from these people again.now lets see how long it takes to get a refund lol

Placed an order (£100+) on 3/4/23 order no. 230403-233028-1809. With no sign of the dog food order we contacted The Pet Express to be told it was out of stock. It would have been good had we received an email telling us this so we could have either got an alternative or placed an order elsewhere. Very poor service. Will not use again. The only plus was our payment was refunded promptly