Price wise generally the cheapest(on subscription) but there are frequent stock issues which completely takes away the reason for subscribing. Obviously stock issues usually rest with the supplier bu... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Good and great prices but they put three or four bags of litter in one box which makes it impossible to move in once the delivery driver has dumped it . Splitting into two parcels would be so much b... See more
Company replied
I ordered five bags of cat litter. One arrived on its own. Then three. I am still waiting for the fifth bag to arrive. Apart from delivery problems. Petwell is a great company to order from. I’ve neve... See more
Company replied
I love shopping with you put when I opened bag dog biscuits on bottom and cat litter on top most of buisits were open in bottom of bag
Company details
Written by the company
Petwell.co.uk - The UK's fastest growing online pet store. Specialising in flea & worming treatments, pet food and accessories. Save up to 50% off RRP on 100's of brands: Frontline, Drontal, Feliway, Royal Canin, Seraquin & Hill's.
Contact info
Paramount House, Gelderd Road, WF17 9QD, Birstall, United Kingdom
- 020 80893883
- customer.service@petwell.co.uk
- petwell.co.uk
3.4
Average
3k reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 71% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I ordered organic layers pellets on…
I ordered organic layers pellets on subscription, you sent mixed corn, I messaged straight away but have not yet had a response or the organic layers pellets which I urgently need.
12 April 2026
Unprompted review
Reply from Petwell.co.uk
Hello Angela,
Thank you for your feedback, and we’re very sorry to hear that you received the wrong item.
We completely understand how important it is to receive the correct feed, especially when it’s needed urgently, and we sincerely apologise for the inconvenience and delay in responding to your message.
Due to the issue caused we have refunded the delivery charge.
This is certainly not the experience we aim to provide. Please get in touch with us directly so we can prioritise this for you and arrange a resolution as quickly as possible.
You can contact us at customer.service@petwell.co.uk or call us on 020 8089 3883, and a member of our team will be happy to assist.
Once again, we apologise for the inconvenience caused and appreciate your patience.
Kind regards,
Nicole
Petwell
Very good customer service top products…
Very good customer service top products would recommend
9 April 2026
Unprompted review
Petwell have excellent customer…
Petwell have excellent customer service, my delivery was delivered to the wrong address and they were very helpful in finding it, thank you Nicole for your prompt reply to my email, highly recommend this company
7 April 2026
Unprompted review
Excellent value, communication, delivery….
My dog loves these treats and I subscribed to Amazon delivery then cancelled because of price, Morrisons have just gone up 40%. Petwell are the cheapest by far with delivery. Easy to order, communication excellent, delivery quick. Will definitely be ordering these treats again and hopefully other items.
6 April 2026
Unprompted review
Scammed again
I purchased some wet cat food, 40 pouches per box priced at £11.36 each, I subscribed, then found the price had changed to £13.06, then changed again to £9.01, then a few days later to £15.43. I was never informed about this and it's a good job that I checked my account online because the total amount was for £150+. This surely must be against UK consumer law and I've decided to take this further. I have screenshots and emails showing what I've explained. A previous complaint, I had to pause my subscription because that price had gone up, but was told the price had gone up because I'd paused my subscription which didn't make any sense because the price had gone up before I'd paused the subscription.
In a nutshell, they're changing subscription prices without informing their customers. Beware.
***Update***
I contacted Petwell and they told me that there's nothing they can do when prices rise and to check my account every so many days and before dispatch, which shouldn't be the case if customers received an email about the price is changing. A £6 increase per box is a substantial amount.
8 April 2026
Unprompted review
Reply from Petwell.co.uk
Hello Nosmo,
Thank you for your feedback.
We’re very sorry to hear about your experience and understand why this situation would be concerning.
We want to reassure you that we take pricing transparency and our responsibilities under UK consumer law very seriously. Subscription prices can occasionally fluctuate due to supplier or promotional changes.
It’s certainly not our intention to cause confusion or for you to feel misled, and we apologise for any frustration this has caused. We would really appreciate the opportunity to review your account, order history, and the screenshots you’ve mentioned so we can investigate this thoroughly and provide a clear explanation.
Please contact our Customer Service team directly on 020 8089 3883 or email us at customer.service@petwell.co.uk, and we’ll prioritise your case and work to resolve this for you as quickly as possible.
Thank you for bringing this to our attention.
Kind regards,
Nicole
Petwell
Excellent service
Excellent service. Unfortunately first one arrived damaged, arranged a replacement and the price had dropped. They refunded the difference also.
2 April 2026
Unprompted review
GREAT PRICE AND GREAT DELIVERY...THANK…
GREAT PRICE AND GREAT DELIVERY...THANK YOU PETWELL
4 January 2026
Unprompted review
Good communication and a fast delivery…
Good communication and a fast delivery service. Great service
2 April 2026
Unprompted review
Thank you Petwell for Great! Customer Service
Thank you Petwell. For such quality Customer Service. Very refreshing and rare in this day and age..I will continue to make purchases from you. Pity the Parcel Companies let you down.
1 April 2026
Unprompted review
Excellent Customer Service
I have never had any issues with my orders from Petwell in the past, all orders have been fulfilled and delivered quickly. However, I had an item missing from my most recent order and upon contacting Petwell, Natasha had got back to me and organised a refund within 20 minutes - excellent customer service.
30 March 2026
Unprompted review
1st purchase experience
I have paid as much in postage as what the product costs, quite disappointed there, it also mentioned a percentage off the order which I didn't get.
Disappointed customer 😑
24 March 2026
Unprompted review
Reply from Petwell.co.uk
Hello,
Thank you for your feedback, and we’re really sorry to hear about your experience. We understand how frustrating it must be to feel disappointed with both the delivery costs and the discount not applying as expected.
We’d really like to look into this further for you and make things right. Please contact our customer care team at sales@pet-supermarket.co.uk
or call us on 020 8089 3880, and we’ll be happy to investigate and assist.
We appreciate you bringing this to our attention and hope to resolve this for you as soon as possible.
Kind regards,
Nicole
Petwell
Value for money and arrived on time
19 March 2026
Unprompted review
Fast and efficient service at a great…
Fast and efficient service at a great price
16 March 2026
Unprompted review
Never received my order.
I placed an order from Petwell and, after being assured it was on its way, found this not to be the case. After 2 weeks I again contacted them and, instead of offering to send my order, they just cancelled it. Very poor customer service. I won't be buying from them again.
16 March 2026
Unprompted review
Reply from Petwell.co.uk
Hello Zoe,
Thank you for taking the time to share your feedback.
I am very sorry to hear about your experience and completely understand how disappointing this must have been, particularly after being advised that your order was on its way.
Following investigation, it was confirmed that your parcel was unfortunately lost in transit with the courier. Given the length of time that had already passed, we made the decision to process a full refund as the quickest resolution, as we did not want to cause you any further delay.
I appreciate that this may not have been the outcome you were expecting, and I sincerely apologise for any frustration or inconvenience caused.
Please be assured that your feedback is important to us and will be taken on board as we continue to review and improve our service.
Kind regards,
Natasha,
Petwell.
Held off writing this review until I…
Held off writing this review until I see how my complaint was dealt with but now feel I must write this negative.
My order arrived all items were incorrect customer service very sorry and promised an investigation and sent out the correct items as an urgent still took 3 days to arrive and I couldn’t believe it they sent wrong items again being a weekend customer service closed so will chase them again Monday I except mistakes happen so would have given positive if the second time had been correct unfortunately I won’t be a repeat customer now
14 March 2026
Unprompted review
Reply from Petwell.co.uk
Hello Scott,
Thank you for taking the time to share your feedback.
We’re very sorry to hear about your experience and completely understand how frustrating this must have been, especially after the replacement order also arrived with incorrect items. While we do our best to ensure orders are packed correctly, we sincerely apologise that this was not the case on this occasion.
Please be assured that situations like this are taken very seriously and we will ensure your feedback is passed on to the relevant teams so this can be investigated and improvements made where necessary.
If you haven’t already, please contact our Customer Care team so we can review this further and work towards a resolution for you. You can reach us at customer.service@petwell.co.uk
or call us on 020 8089 3883.
Once again, please accept our sincere apologies for the inconvenience and disappointment caused.
Warm Regards,
Natasha,
Petwell.
Excellent advice and service
Excellent customer service, replying promptly to enquiry, enabling purchase
8 March 2026
Unprompted review
Unreliable courier service.
Unreliable courier service.
I appreciate this isn't directly within your control but that doesn't help.
Long term you need to find a reliable courier who can actually deliver items.
10 March 2026
Unprompted review
Reply from Petwell.co.uk
Hello,
Thank you for your feedback. We’re very sorry to hear about your experience with the courier and understand how frustrating delivery issues can be. While the courier service is managed by a third party, we completely appreciate that it still impacts your overall experience with us.
Please be assured that we regularly review our courier partners and the service they provide and feedback such as yours is very important in helping us identify where improvements are needed.
Thank you for taking the time to share your experience, and we hope we can provide you with a smoother service in the future.
Warm Regards,
Natasha,
Petwell.
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