Great company, love the app, easy to navigate. Shows previous orders. I tend to order the same stuff so just go to previous orders and select. Good pricing and delivers normally within 3-4 days. Been... 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
I've used Bitiba in the past to order the food for our previous dog; when she passed away Bitiba were so sympathetic and understood my situation. I knew we would eventually have another dog so asked... See more
Company replied
My husband had always ordered Tolly dog's food from Bitiba . Once hubs became terminally ill he asked me to take over. Soon to be 11 yrs of age I saw no reason to change Tolly's food. Remember forget... See more
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I have never found Bibita to be anything other than 1st rate service. I have been using them for around 2 years, and orders that I place are delivered within 3 to 4 days. They have a large selection,... See more
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Company details
Written by the company
bitiba - your pet shop with pet supplies and pet products for cats, dog, birds and small animals in the UK. Dog supplies, cat supplies, dog food, cat food, dog chews, cat toys, bird cage, cages.
Contact info
United States
- bitiba.co.uk
4.2
Great
1K reviews
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from Bitiba
Hi Heidi, sorry we’re late to say thanks. Chuffed the selection, pricing and delivery speed hit the spot.
burst open and smashed
All the internal boxes and one of the bags of cat food were burst open and smashed to bits, this happens now with every order. I reported this last time and was told I'd get a credit on my account, this never happened. On top of this the prices are no better the the supermarkets, There's no reason for me to shop here anymore.
23 October 2025
Unprompted review
Reply from Bitiba
Hi James,
Thank you very much for taking the time to share your feedback with us, and please accept our sincerest apologies for acknowledging it this late.
I am truly sorry to hear about the condition in which your recent orders arrived and the disappointment regarding the credit you were promised – that is absolutely not the experience we want for our customers.
As I believe I have found your details in our system, and since we are not able to assist you publicly on this platform for privacy and security reasons, we will reach out to you via our official channels to follow up on this matter and ensure we rectify things for you.
For future reference, might I kindly ask you to always try and get in touch with our support team via https://www.bitiba.co.uk/contact_form/ – that is the best, in fact the only, way to allow us to assist you promptly.
Thank you again for bringing this to our attention – we appreciate your patience and look forward to resolving this for you.
Ive been buying from Bitiba for some…
Ive been buying from Bitiba for some years now!! Excellent service and fast delivery, my dogs love the Royal Canin dried food.
Competitively priced and great to deal with.
Thank you 🙏
6 November 2025
Unprompted review
Reply from Bitiba
Warm thanks— and apologies for the delayed reply. We’re delighted your dogs love the Royal Canin and that service and delivery stay consistently strong.
Undelivered due to damage both times
I ordered cat food from Bitiba twice, and both times after non-delivery I had to chase the delivery company and Bitiba only to find out both times the package was damaged beyond repair and undeliverable. The first time I thought it was probably just bad luck, but two in a row seems like something is not working. Bitiba refunded me quickly once I had found out the problem, but it was a waste of my time and a poor business model.
5 November 2025
Unprompted review
Reply from Bitiba
Hi Claire,
Thank you very much for taking the time to share your feedback with us, and please accept our apologies for acknowledging it this late.
I am truly sorry to hear about the inconvenience you have experienced with your recent orders – two consecutive issues with damaged packages is absolutely not the experience we want for our customers.
While I’m glad to hear that your refunds were processed promptly, we completely understand how frustrating it must have been to spend time chasing updates.
As I believe I have found your details in our system, and since we are not able to assist you publicly on this platform for privacy and security reasons, we will reach out to you via our official channels to follow up on this matter.
Thank you again for bringing this to our attention.
I buy the same on a 4 weekly…
I buy the same on a 4 weekly subscription so I get my two pups 2 large bags of kibble delivered to my door a nd placed inside so no struggling for me! Always arrives in perfect condition at a competitive price plus a saving for buying by subscription! Win win!!
7 October 2025
Unprompted review
Reply from Bitiba
Omagh— sorry for the late acknowledgement. Brilliant that the 4 weekly subscription, in door delivery and pricing make it a win win for you and your pups.
Customer Services unresponsive to damaged goods, but got there in the end!
Order number: 416374263
My order containing cat food looked like it had been run over by the delivery van, or thrown from the top of a building. I reported it on the 29th October (and follow-on emails sent) and despite auto replies stating I'd receive a response witnin 24 hours, here I am almost a week later with absolutely no feedback.
If I don't receive a response by 5th November 2025 I will be disupting the charge with my credit card company and obtain a full refund.
EDIT
After responding to the Trustpilot review Melody resolved the problem to my satisfaction. The moral of the story is avoid Evri!
28 October 2025
Unprompted review
Reply from Bitiba
Hi Peter,
Thank you very much for taking the time to share your feedback with us, and please accept our sincerest apologies for acknowledging it this late.
I am truly sorry to hear about the condition in which your order arrived and the lack of response after you reported the issue – I find that very surprising as we are very prompt with our assistance and we will of course investigate on what might have happened there.
Thank you very much for sharing your order ID with us here - I have found your details in our system, and since we are not able to assist you publicly on this platform for privacy and security reasons, we will reach out to you via our official channels to follow up on this matter.
For future reference, might I kindly ask you to always try and get in touch with our support team via https://www.bitiba.co.uk/contact_form/ – that is the best, in fact the only, way to allow us to assist you promptly.
Thank you again for bringing this to our attention – we appreciate your patience and look forward to resolving this for you.
Good
Good
Packaging excessive maybe reconsider how you deliver the cans huge box half empty just full of paper
3 November 2025
Unprompted review
Reply from Bitiba
Thanks for the candid feedback— and apologies for the slow reply, J. We’re reviewing packaging to reduce excess filler while keeping items protected.
Highly recommended service
I have been using this supplier monthly over the last year and every order so far has been exactly the items I have ordered in the right quantities and reasonably well packaged. Promptly dispatched and delivered quickly via courier. I purchase mainly food and treats for my diabetic cat and so far Bitiba has delivered them promptly at a competitive price. I even found a couple of excellent items available on their website that I could not find elsewhere, finding sugar free cat treats is challenging and so far my cat is very happy with the service. Highly recommended service.
18 October 2025
Unprompted review
Reply from Bitiba
JB, sorry we’re late to reply—and thank you for trusting us with your diabetic cat’s needs. We’re pleased the orders arrive exactly as placed, promptly and at a competitive price (and that those sugar free treats are a hit).
Great service ordered 3 days ago came…
Great service ordered 3 days ago came today dhl said zooplus on box .would defo use again
30 October 2025
Unprompted review
Swift delivery
Swift delivery. Helpful driver. Well packed product enjoyed by dogs. Very pleased. Thanks
24 October 2025
Unprompted review
Delivery cancelled 4 time
Delivery cancelled 4 time. Reordered. Lost by courier twice. Customer service kept offering refund. Didn’t want that as can’t buy on high street. Difficulty finding complaints phone number.
30 October 2025
Unprompted review
Reply from Bitiba
Hi Tania,
Thank you very much for taking the time to share your feedback with us and I am so sorry for our slow acknowledgement here.
Please, accept our apologies for the inconvenience you have experienced with your order, as you kindly reported, and, as I believe i have found your details in our system, I can see that you have been in conversation with our support team which is great - If you have not received a response that meets your expectations, please, if you could very kindly follow up on that, mentioning your Trustpilot review so that we can correctly prioritise it, and we will further investigate for you.
Alternatively, you can raise a new query here https://www.bitiba.co.uk/contact_form/ where you can also find our contact telephone number.
Thank you.
Following up from my past review
Following up from my past review, this company just gets worse and worse. I'm still awaiting delivery of bags of food. They said they will send them out again and they've only sent 1 bag of food. Meaning 2 bags still haven't been sent. They said the other 2 would be sent with DPD. I've now requested a refund of the two bags as literally this company don't seem to know what they are doing. It was meant to be a 1-2 day delivery. We are now a week in and I've only received one item, another is with Evri and the other 2 haven't even been sent yet. Buy from somewhere else if you actually want to receive what you pay for. I now await my refund.
30 October 2025
Unprompted review
Reply from Bitiba
Hi Shane,
Thank you for sharing your feedback, sorry to hear you had to use your time add a second review here on Trustpilot.
Please, if you could very kindly follow up on any communication from our support team, mentioning your Trustpilot review so that we can correctly prioritise it, and we will further investigate for you.
Alternatively, you can raise a new query here https://www.bitiba.co.uk/contact_form/
Thank you very much.
Bitiba used for years never a problem…
Bitiba used for years never a problem till they decided to use Evri!!!! ,this last order was as always “running behind”the box had Zooplus on it ,damaged ,no tape on it so open to rodents,especially when it was left on the door step and open to the elements,did not ring the door doorbell or knock,15kg of dog food potentially waiting to be ruined by rain or rodents,we are rural .When it was Yodel very good service never left it outside always helped bt putting it in my porch in a very well undamaged box.About time Bitiba changed back,if I could buy my German dog food in a store I would as the service has let them down constantly.Not sure of the date my last order came
11 September 2025
Unprompted review
Excellent service prompt delivery good…
Excellent service prompt delivery good prices great customer service
14 October 2025
Unprompted review
Order cancelled and no apology or reason given
Ordered from them there days ago and unexpectedly they cancelled my order today without a reason or apology given.
Terrible customer service. Won't be buying from them ever again.
Don't advertise products you don't have or regret to advertise offers you won't honor.
27 October 2025
Unprompted review
Reply from Bitiba
Hi Aliah,
Thank you very much for taking the time to share your feedback with us and please accept our apologies for the slow acknowledgement here.
I'm so sorry to hear what you have experienced, and what puzzles me the most is the fact that our support to you has not met your expectations.
Please, if you could be so kind as to follow up on any communication you might have had with our customer service team, mentioning your Trustpilot review so that we can correctly prioritise your query, we would be more than obliged to investigate and rectify for you anything that might have gone wrong. I could not find your details in our system using your first name and surname as shown here, and we are not able to assist you publicly on Trustpilot for security and privacy reasons.
You can also raise a new query here https://www.bitiba.co.uk/contact_form/
Thank you and we look forward to hearing from you.
Ordered got extra discount which was a…
Ordered got extra discount which was a bonus ! Free prompt delivery what more can you ask ! I’ll certainly be using this company in the future for all my animal needs/products. Thank you for a great service , no hassle purchase 👍
11 October 2025
Unprompted review
Ordered dog food fri and delivered mon…
Ordered dog food fri and delivered mon afternoon.good service and competitive prices.evri delivered it to my request I.e. not outside to advertise that I’m not home,they left it in my porch dry and out of site thank you
14 October 2025
Unprompted review
Always been reliable in the past but my…
Always been reliable in the past but my parcel was returned back to the warehouse without delivery. I expected it to be resent put but after 10 days I had to chase customer services to see what was happening. This was then dealt with but disappointed that this situation doesn't have a process of investigation and remedy.
6 October 2025
Unprompted review
Reply from Bitiba
Hi CMW,
Thank you very much for sharing your feedback with us and sorry to hear about the inconvenience you have experienced.
I am very glad to hear that our support team have been able to resolve the issue to, hopefully, your satisfaction, and, rest assured, that feedback has been taken on board for our continuous improvements programs.
Thank you for your patience.
Probably the most efficient support I've ever experienced
They responded so quickly and proactively updated me without need to chase. I was a bit worried about using this website as I'd never heard of it but it's outstanding service
23 October 2025
Unprompted review
I'm so glad I found Bitiba
I'm so glad I found Bitiba, saves me money, and delivery is very quick. Highly recommend
21 October 2025
Unprompted review
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