Petwell.co.uk Reviews 3,331

Ordering was simple and straightforward, delivered quickly and item good. Thanks

Ordering was easy and delivery was prompt. Couldn’t ask for more

Easy to order and fast efficient delivery

Order came really quickly over a bank holiday. Full marks!

It was a good product after the first one arrived I was so pleased I ordered another one. The service and delivery was excellent

This was my first and last order I will place with this company.

I paid for next day delivery. Ordered on a Sunday, expected delivery on Tuesday.

My first email to them on Wednesday to check where my parcel was, I was advised:

'Your parcel was dispatched on 27 April 2026 via Evri.. If you still have not received the parcel after the applicable timeframe, or if you ‘believe’ you paid for next-day delivery but our records show a different service level, please reply and we will check this for you.'

I was then given the tracking link, which said Evri were waiting for the parcel.

I replied to ask: Can you advise when I will receive my delivery? I paid for next day delivery.
And received: ‘As I mentioned earlier, your parcel was dispatched on 27 April via Evri.. .. Our records show the order was sent with Standard delivery. Standard delivery typically arrives within 3 working days from dispatch (please allow up to 5 working days). As this is the fifth working day since dispatch, if you have not received your parcel please reply and we will check whether next day postage was taken at purchase and investigate the delivery status.

Clearly they had not even looked at my order, nor acknowledged I had next day delivery on my order! I asked them to ‘Kindly refund the delivery charge for the service I have not received.’

I finally had a response from Nicole (the only person to put their name on an email)
I’ve checked your order, and I can confirm that it currently out for delivery.
Dispatched on: 27/04/2026
Estimated delivery: Within 1 working day from dispatch.
Tracking Number:
Tracking Link:
We have refunded your delivery fee and this will be back in the account within 2-5 working days.
Please accept our sincere apologies for any inconvenience this may have caused you.
Please don't hesitate to contact us if you have any further queries.
Warm regards,
Nicole

My parcel was actually delivered on Saturday. They didn’t even pack it in a box, they sent it in a courier bag so the contents got bashed. Not only that, but they didn’t even give my contact details to Evri so the only tracking I had was from emailing their customer services, to which Evri said they were still waiting for the parcel from them up to Friday!

This is the worst customer service I’ve had from a company. They didn’t bother to look at my order and I had to ask for a refund of my delivery service I paid for but didn’t receive.

Would not use again even if they were giving stuff away. I will continue using Zooplus who have never failed to deliver next day

Excellent value,cheapest I can find these Naturo packs online.My order was very quickly delivered and received e mails to inform me of delivery time.Excellent all round buying experience.

I placed an order for a cat flap, waited over a week and was then sent 2 cat bowls instead. I understand that mistakes happen, but there was no effort on the part of Petwell to rectify this. The onus was put on me and I was told that the correct item would not be shipped to me until I had returned the cat bowls. I had builders waiting to install a new door, so time was of the essence. I would have had to drive 40 minutes to drop off the unwanted cat bowls, or else spend a whole day at home waiting for a collection. And the cat flap I'd ordered was going to be held hostage until I could sort it out. Who operates a business like this?

Needless to say, I cancelled my order and have placed one with another company.

Ordered last Sunday, had an email saying thank you for the order & it had been dispatched by Monday.
Its Friday still no sight of order so checked tracking which doesn't appear to of moved.....contacted customer services to he told after investigation my order has gone missing!
Best of it is all items 5 out of 5 now out of stock so a refund will be given. Unbelievable!
This was the 1st time I have ordered from this company & I am cross because we now have a bank holiday so unable to even order from somewhere else & get my pup her treats before she runs out!

My new repeat order was not sent. Originally I had an email saying it was a payment issue. I tried to update payment options but nothing was noted in my account regarding payments. I replied to the email and was advised that the original email was sent in error as the recurring goods were not in stock. I checked your website and discovered they're in stock. I placed a new order and replied to the email saying to cancel the original order, also as I had found the goods cheaper in a larger pack the recurring order was to be cancelled as it wouldn't update on your website. Another email was received saying my order was cancelled! I have already created another order for what I need and adjusted the new recurring order. One more chance is what I'm giving you to get my repeat order sorted correctly in July. If it isn't I don't care if your prices are the best I will not buy from yourselves or other associated companies again.

Web site easy to find product you want, good choice, price of it item I purchased less then a number of other sites I viewed, dog happy I'm happy

Speedy delivery - competitive pricing - excellent service.

I’m really disappointed with my experience with Petwell.

I received a pack of dog food tins that arrived damaged, which is obviously concerning when it comes to feeding my pet. I sent clear photos straight away, expecting a quick and straightforward resolution, but instead it’s just been constant back and forth with customer service asking for more photos over and over again.

What’s especially frustrating is that they even admitted themselves they wouldn’t be happy to feed from a pack of damaged tins, so I don’t understand why this has been dragged out for so long.

The whole process has been unnecessarily stressful and time consuming. Customer service has been unhelpful and inefficient, and it feels like they’re avoiding resolving the issue rather than taking responsibility.

I won’t be ordering from them again.

Good value and kept updated about delivery date

There was a delivery hiccup due to a slight mistake by the courier. Petwell customer services have responded to my satisfaction and I particularly valued Jamie’s efforts on my behalf.

Website easy to negotiate, found what i was looking for which was hedgehog food, very good price, cheaper than anywhere else I could find that had what I wanted in stock.
Payment transaction was smooth, good corresponding email updates regarding delivery.
Package arrived within a few days, outer packaging concerned me a bit as was only a plastic bag and was slightly damaged, torn, crushed but presume that’s how the courier had treated it, luckily the items inside come in a relatively robust thick paper bags so all was good.

Easy to order delivery very good let’s just hope they work? And will be ordering again.

Easy to order, prompt delivery with updates, and at a very good price.
Yes I would recommend this company.

Will take your money for an order then cancel it 5 days later and expect you to wait a week for a refund!! Do not use!