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
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Review summary
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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
Company replied
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.
The 1st order was great price
The 1st order was great price. Mid Nov, I ordered 3 x Cosma freeze dried chicken 200g carton's, for my daughters cat, priced at £23.99. Went to place a repeat order 3 days ago & the price is now £51.19 ! Emailed them & they say due to suppliers & logistic costs they have increased the price. Unbelievable that there is such a massive increase. I have sent email to Trading Standards as this increased is beyond belief. Sadly, I won't be using this company again.
9 December 2025
Unprompted review
Reply from Bitiba
Hi Mo,
Thank you for taking the time to share your feedback.
We understand how frustrating this can be and want to assure you that we don’t take these decisions lightly. Due to rising suppliers and logistics costs, some price adjustments across our assortment have unfortunately been unavoidable.
That said, we’re also reviewing our pricing regularly to ensure it remains fair and accurate. That means that they can also be subject to reduction.
We remain committed to offering value through benefits like free shipping on orders over certain amounts, regular discount codes, and our loyalty program.
You can find more about our offers here:
https://www.bitiba.co.uk/info/about/bitiba_advantages
In any case, it would be great if we could double check what you reported and I’ve checked and couldn’t locate your details in our system based on the information provided here, and for privacy reasons, we can’t resolve individual cases on Trustpilot. Could you please contact our customer care team via https://www.bitiba.co.uk/contact_form/ or follow up on any existing emails with us, and reference this review? If you prefer, you can share your order/customer number so we can look into this properly.
Thank you again for bringing this to our attention — I hope we can clarify this for you and restore your confidence in shopping with us.
I always buy my cat litter from Bitiba
I always buy my cat litter from Bitiba. Good price, delivered within a couple of days, well packed. All very efficient and easy. Thank you and no complaints.
4 December 2025
Unprompted review
Reply from Bitiba
Thank you— and apologies for the late reply, Margaret. Delighted the cat litter is keenly priced, well packed and with you in a couple of days—really appreciate your continued custom.
Fantastic pet products at very competitive prices
Bitiba are a great company to buy all your pets needs from.
The only let down is the Courier Evri that they use to deliver your order. They are an unreliable Courier and there is no way to speak to a person which is terribly frustrating when your order goes missing.
11 December 2025
Unprompted review
Reply from Bitiba
We’re grateful for the feedback, Sue, and sorry both for the late acknowledgement and the courier frustrations. We’re pushing our partners on reliability, and if anything goes missing, please contact us so we can put it right quickly.
Always have stock fast delivery and…
Always have stock fast delivery and great price what more could I ask
1 December 2025
Unprompted review
Reply from Bitiba
Cheers, Malcolm— apologies for the delayed thanks. Great to hear we’ve got stock when you need it, quick delivery and sharp prices. We appreciate you sticking with us.
always good delivery experience fast…
always good delivery experience fast and accurate dispatch. And best prices .
5 December 2025
Unprompted review
Reply from Bitiba
Hi Glen, sorry we’re late to say thank you. Chuffed that dispatch and delivery have been fast and accurate—and that our prices work for you.
Great Service
Staff are very helpful and accommodating. Order came well packaged and on time.
The subscribe and save is worth doing too.
20 November 2025
Unprompted review
Reply from Bitiba
A quick note of thanks— and apologies for the slow reply. Pleased the team were helpful, your parcel arrived on time, and that Subscribe & Save is proving worthwhile.
I love Bitiba
I love Bitiba. The company is so reliable and professional. I also love the stamps which when completed gives you a £16 discount, plus the 5% discount when you spend a certain amount. Thank you very much.
6 December 2025
Unprompted review
Reply from Bitiba
Jan— many thanks, and sorry for the late acknowledgement. We’re thrilled you rate us as reliable and that the stamps (£16 reward) and 5% savings are helping—your support means a lot.
Two orders. No delivery.
Ordered. Waited over a fortnight. Problems with Evri meant I did not receive my parcel. Chose the reorder not the refund…and waited…they’ve lost it again. Asked for refund & ordered with a different company…it arrived the next day no problem (with DPD) I will not be using bitiba again.
4 December 2025
Unprompted review
Reply from Bitiba
Hi KT,
Thank you for sharing your experience. I’m really sorry to hear about the repeated delivery issues and the inconvenience this has caused.
I’ve checked, but I couldn’t locate your details in our system based on the information provided here. For privacy reasons, we can’t access order specifics on this platform. Could you please reach out to our customer care team via https://www.bitiba.co.uk/contact_form/ and reference your Trustpilot review? This will allow us to look into your case properly and ensure your refund is processed without delay. Alternatively, it is safe for you to share your customer/order ID here.
I completely understand your frustration, and I’d appreciate the chance to make things right.
Thank you again for bringing this to our attention.
Disappointed
As with previous orders there was a delay in dispatching my goods
My item arrived with 2 faults.
I sent photos of the damage and instead of apologising and offering to uplift the damaged goods, customer service decided that the faults were minimal and offered me £10 to keep the damaged goods costing £100
I refused this offer as I didn’t want faulty goods.
Once again there was no offer to pick up the goods. Instead I received an email stating that they asked me to provided them with further details of my request and that I have not provided them with feedback. Dragging things out.
The packaging for my item was badly damaged and wasn’t fit to be used for a return. Shambolic.
I won’t be ordering from this company again, and I wouldn’t recommend them
29 November 2025
Unprompted review
Reply from Bitiba
Hi TwinkletoesSews,
Thank you for sharing your experience with us. I’m truly sorry to hear about the delay in dispatch and the issues with your item.
I am glad to see you’ve already contacted our support team, and I’m sorry that the steps taken so far haven’t resolved the issue - let me reassure you that we are working on that for you and we will keep our communication going through our official channels as we cannot assist you here on Trustpilot
Could you please reach out to our customer care team via https://www.bitiba.co.uk/contact_form/ and reference your Trustpilot review? This will allow us to investigate properly and offer a suitable resolution. If you prefer, sharing your order number here would also help us find your details securely.
I’m genuinely sorry that this experience has left you feeling disappointed, and I’d appreciate the chance to put things right.
Thank you again for bringing this to our attention.
1st Class...!!
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, all at competitive prices, with discounts for volume ordered plus 'stamps' gained that can be used against following orders in due course. I cannot fault them.
21 November 2025
Unprompted review
Reply from Bitiba
Hello Pauline, apologies for the belated reply. So glad the past two years have been consistently first rate for you—great range, competitive pricing, volume discounts and stamps. Thanks for your loyalty.
The product is great but it was delivered to the wrong address
The product is great.
Unfortunately , the box containing 2 x 15 kg bags was delivered to my neighbors house which is about 100 m away.
30 kg is just too heavy for most people
28 November 2025
Unprompted review
Reply from Bitiba
Appreciate the honest note, Simon, and sorry both for the late reply and the mis delivery. We’ll flag this with the courier; adding delivery instructions at checkout can also help with heavy orders.
Good experience.
Very easy to select and pay for the goods. I am happy to continue purchasing from them.
2 December 2025
Unprompted review
Reply from Bitiba
Many thanks, Mary, and sorry we’re late to acknowledge. Delighted the site’s easy, checkout’s smooth and that you’re happy to keep shopping with us.
Good
Been using it for years. Products are good, packaged well and arrive in good time.
Had some issues with the postal company they use but nothing recent
29 November 2025
Unprompted review
Reply from Bitiba
Thanks so much— and apologies for the late reply, Adam. Delighted you’ve had years of good products, careful packing and timely deliveries; we’ll keep working closely with the courier to maintain that consistency.
Delivery by Evri can be unreliable.
Would have given 5 stars but Evri lost the parcel (not for the 1st time) & it was delivered 8 days late. Bitiba Customer Service were helpful in saying they would contact Evri but no one from either company got back to me. As my cat's food had subsequently sold out I would liked to have known what was happening.
Apart from that Bitiba is a great company with good deals & products.
17 November 2025
Unprompted review
Reply from Bitiba
We’re really sorry for both the slow acknowledgement and the Evri delay, Lyn. Thank you for the kind words on our deals and products—we’ll continue pressing our delivery partner and improving our updates.
Great Products Great Prices
Great products, great rewards and excellent prices. Over the 3 years I have been using Bitiba I have only had to complain twice and both times were the couriers fault not Bitiba.
24 November 2025
Unprompted review
Reply from Bitiba
Hi William, apologies for the late reply—and thanks for three years with us. We’re pleased the products, rewards and prices deliver, and we’ll keep a close eye on courier performance.
Ordered cat food on 18 th November and…
Ordered cat food on 18 th November and on 19th got a message saying it would be delayed when I check Evri, they say it’s outs for delivery. Got another message from Evri on 25th who said I would get it between 5.30. Pm and 7.30pm. That was a lie because they never deliver at Thiago time where I live. Now the 26th November and I am still waiting for my cat food. I will never use again.
26 November 2025
Unprompted review
Reply from Bitiba
Hi Margaret,
Thank you for sharing your feedback. I’m really sorry to hear about the delay with your cat food order — I completely understand how stressful it is when something so important doesn’t arrive as expected.
I’ve checked your details in our system and can confirm we’ve located your account. It’s clear this experience hasn’t met the standard you should expect, and I apologise for the inconvenience caused by the conflicting delivery updates.
Due to privacy reasons, I can’t go into specifics here, but I’ll make sure our team contacts you directly through our official channels to resolve this promptly.
Thank you for bringing this to our attention — I truly hope we can turn this around and regain your trust.
Long standing customer disappointed
Ordering was fine, with no problems as always is. Delivery is very poor when ordering large items. Evri, the courier service refuse to deliver large items and return to Bitiba without notifying the customer. On complaining to Bitiba they have not really done anything about the issue and I am still awaiting my order which is unacceptable
26 November 2025
Unprompted review
Reply from Bitiba
Hi N.D,
Thank you for taking the time to share your experience. I’m truly sorry to hear about the frustration caused by the delivery of your large item — that’s not the level of service you should expect from us.
I understand how disappointing it is when an order is returned without any notice, and I appreciate you letting us know that this has happened. Unfortunately, I wasn’t able to locate your details in our system from the information provided here, so I can’t check the specifics of your order just yet.
Could you please reach out to our Customer Care team directly with your order number? This will allow us to investigate what went wrong and ensure your item gets to you as quickly as possible. We’ll also review the courier process to prevent this happening again.
Thank you for being a long-standing customer — your trust means a lot, and I’d really like the chance to make this right.
Amazing company. Very happy.
The postage time is usually amazing but I didn't receive my last parcel. I contacted Bitiba who were amazing, the response time was incredible and a new order was sent out really quickly. Excellent communication. The range of dog treats is amazing and the prices are very competitive. I do wish more retailers did small, soft chews though as I have a 15 year old dog with 4 teeth. I would thoroughly recommend Bitiba (and have) to anyone.
21 November 2025
Unprompted review
Reply from Bitiba
Hello Michelle— sorry for the late response and for the parcel hiccup; glad the replacement and comms were spot on. We’ll also pass on your request for more small, soft chews for senior pups—thank you for recommending us.
Excellent service - good prices - prompt delivery
Excellent service - next day delivery - much cheaper than many other dog food suppliers
Easy to order and customer service is excellent - I would certainly highly recommend them
7 November 2025
Unprompted review
Reply from Bitiba
Cheers, Sandra— apologies for the delayed thanks. We’re chuffed next day delivery and keen prices hit the mark, and we truly appreciate the recommendation.
Bitiba good stock, poor delivery, customer service got there eventually
Bitiba are a good company with great choice. The 2 things that lets them down is their main delivery partner (evri). I have had refusal to deliver due to package weight, delivered to the completely wrong address and currently 3 days being told my parcel will be going out for delivery the next working day. The second thing is their poor customer service, 2 parcels undelivered by the same courier and the second replacement has now been sent by same company. I have asked for a different courier company to collect and deliver but have been told the computer choses the delivery partner. I have had the same issues previously and the almost automatically changed courier. Well done bitiba you have lost a customer.
Update.
Bitiba customer service has been in touch. They agreed that in this instance things haven't been as should be. Finally received the goods on the 3rd attempt. 2 parcels still missing because of evri. Refund issued for the inconvenience.
25 November 2025
Unprompted review
Reply from Bitiba
Hi Graeme,
Thank you so much for taking the time to share your feedback with us.
I’m truly sorry to hear about the repeated issues you’ve faced with delivery - I’ve checked and found your details in our system, but as we cannot assist you publicly on Trustpilot for privacy and security reasons, we’ll reach out to you via our official channels to follow up and ensure this is addressed properly.
Your comments about delivery reliability and customer service are extremely valuable, and I’ll make sure they’re shared internally as we continue working to improve both areas.
Thank you again for bringing this to our attention — I appreciate your patience and hope we can restore your confidence in our service.
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