Not entirely satisfied with the quality or the way the cat litter is packaged. How on earth do the packing people get such a big bag of cat litter into such a small box !!! AND,the quality of the ca... See more
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Review summary
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Reviews shaping this summary
Easy to order and good delivery time. My only comment would be the courier knocked on my door, I said I was coming to get the package (having put my dogs behind closed doors, only to find he had left... See more
Company replied
Frustrating. Second time in a row product out of stock so subscription delivery delayed and had to purchase elsewhere, Then receiving no further update until an advisory that it’s on its way and being... See more
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The price of my subscription order went up for 20% without anyone notifying me. I only noticed after it has been billed already.
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Company details
Written by the company
Pet Supermarket is powered by over 20 years of pet industry expertise. Launched by vets, Pet Supermarket is setting a new standard in pet care, tailored to the personalised needs of every cat and dog, from vet-powered plans to targeted nutrition.
Contact info
Fetch! Retail Limited, Unit 1, Paramount House Gelderd Road, Birstall, Batley, , WF17 9QD, United Kingdom
- 020 8089 3880
- sales@pet-supermarket.co.uk
- www.pet-supermarket.co.uk
3.1
Average
127k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 60% of negative reviews
Typically replies within 48 hours
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Order was cancelled after 2 weeks of not turning up!
I wish this could be no stars because 1 star is more than this company deserve. I ordered on the 31st July and it said that I would receive a dispatch email within 3 working days. Fast forward to 5 working days and I contacted customer service who took 3 days to come back to me to say there's a stock shortage in the warehouse and can confirm that my order will be with my courier soon. 4 more days after that and I get a notification to say that my order has been cancelled due to stock shortages. What an absolutely disgusting and useless service!
31 July 2026
Unprompted review
Reply from Pet Supermarket
Hello Toni,
Thank you for your feedback.
We're very sorry to hear about your experience and sincerely apologise for the significant delay and the frustration caused.
We completely understand how disappointing it must have been to wait for your order, contact our Customer Care team for an update, and then receive notification several days later that the order had been cancelled due to stock availability.
We also apologise that it took longer than expected for us to respond to your enquiry. We understand that timely communication is especially important when an order is already delayed.
We are working hard with our warehouse team to improve stock accuracy, reduce delays and return to our normal service as soon as possible.
We're truly sorry that on this occasion we fell short of the level of service you expected, and we appreciate you taking the time to share your feedback.
Kind regards,
Nicole
Pet Supermarket
Need a trial pack of renal food…
Need a trial pack of renal food urgently , days later still nit dispatched just endless excuses by email . Have had to purchase elsewhere now so hoping I can get a refund more promptly than for filling my order . Would not recommend this company .
6 August 2026
Unprompted review
Reply from Pet Supermarket
Hello Ann,
Thank you for your feedback.
We're very sorry for the delay with your order and completely understand your frustration, particularly as you needed the renal food urgently and have had to purchase elsewhere.
Unfortunately, due to a recent warehouse move and an increase in orders, we have experienced delays in dispatching some orders. We sincerely apologise that this has affected your order and that the updates you received did not provide the resolution you needed.
Where an order is not dispatched within the advised timeframe, we are trying to send notifications where possible to keep customers informed of any delays. We appreciate that receiving notifications about a delay does not make the situation any less frustrating, especially when an item is needed urgently.
We are working hard to clear the current delays and hope to return to normal operations shortly.
We apologise again for the inconvenience and disappointment caused.
Kind regards,
Nicole
Pet Supermarket
Not great
Not great. 1 week later still no delivery so I have requested my money back today. Customer services closed at midday which is less than helpful so all in all not a happy customer. I won’t be using this firm again.
12 August 2026
Unprompted review
Reply from Pet Supermarket
Hello Jan,
Thank you for your feedback.
We're very sorry to hear about your experience and sincerely apologise for the delay and frustration caused.
We can confirm that your order was dispatched, but unfortunately, it did not reach the courier's depot. We appreciate how disappointing this is, particularly after waiting a week for your delivery.
Unfortunately, once an order has been dispatched, issues before it reaches the courier's depot are outside of our direct control. However, as soon as we were made aware of the issue, we acted promptly and refunded your order.
We're also sorry that our telephone lines being closed from midday was inconvenient. While our phone lines are closed after this time, our Customer Care team can still be contacted by email or via our live chat, so customers can continue to get in touch with us outside of our telephone opening hours.
We sincerely apologise again that we were unable to provide the service you expected and regret the disappointment caused.
Kind regards,
Nicole
Pet Supermarket
Easy to order
Easy to order and kept well informed of delivery date and time, also good value for money 👍
4 August 2026
Unprompted review
Ordered my dogs food on the 5th was…
Ordered my dogs food on the 5th was told 2-3 working days. On day 3 (the day I'm expecting my order) I get an email saying it's not been dispatched yet. I have emailed 4 times to cancle the order as I had to go elsewhere and not one reply. Still no delivery, no refund and no contact. Customer service is appalling. Definitely do not recommend.
5 August 2026
Unprompted review
Reply from Pet Supermarket
Hello Shel,
Thank you for your feedback.
We're very sorry to hear about your experience and sincerely apologise for the delay in dispatching your order and for the lack of communication regarding your cancellation requests.
We completely understand how frustrating this must have been, particularly when you needed the food for your dog and had to make alternative arrangements.
We'd really like the opportunity to look into what happened and see if we can resolve this for you. Please contact our Customer Care team directly at sales@pet-supermarket.co.uk or on 020 8089 3880 (Monday to Friday, 8am–12pm), quoting your order details, and we'll be happy to investigate this further.
We sincerely apologise again for the inconvenience and disappointment caused.
Kind regards,
Nicole
Pet Supermarket
Still haven’t received it after a week
Still haven’t received it after a week. DHL keep making excuses and no one is bothered
3 August 2026
Unprompted review
Reply from Pet Supermarket
Hello Janet,
Thank you for your feedback.
We’re very sorry for the delay and completely understand your frustration.
We have contacted DHL to further investigate the delivery and work towards getting this resolved as quickly as possible. We have also contacted you directly to provide an update and advise you on the next steps.
We sincerely apologise for the inconvenience caused and appreciate your patience and understanding while we work to resolve this for you.
If you have any further questions or require any additional assistance, please don’t hesitate to contact our Customer Care team at sales@pet-supermarket.co.uk.
Kind regards,
Nicole
Pet Supermarket
Always good to deal with
Always good to deal with, great products, great prices and very quick at getting your order delivered to your door. I'm always confident to get what I ordered at a very competitive price and accompanied by a speedy delivery.
6 July 2026
Unprompted review
I have used Pet Supermarket previously
I have used Pet Supermarket previously, as in general its good value for money and you can find what you need.
My recent purchase was both of these things, but the delivery wasn't as great as it had previously been.
Ordering a household flea spray, it was packaged very badly - just one flimsy bag around it- so not surprised it was damaged in transit. The lid was broken and the can dented at the top, thankfully useable still. Not the couriers fault as they have a lot to deliver. It needed far more protective packaging, given the product type.
4 August 2026
Unprompted review
Money for nothing!
They took £149 from me for pet food. I received nothing! No explanation, no refund . They just made off with the cash and went silent. Classic rip off!
4 August 2026
Unprompted review
Reply from Pet Supermarket
Hello Geoffrey,
Thank you for taking the time to leave your feedback.
We are very sorry to hear about your experience and sincerely apologise for the frustration this has caused. This is certainly not the level of service we aim to provide.
We would like to reassure you that we would never intentionally take payment without either fulfilling an order or resolving any issues that may prevent it from being dispatched. We would very much like the opportunity to review your order and investigate exactly what has happened.
Please contact our Customer Care team at sales@pet-supermarket.co.uk or call us on 020 8089 3880, and we will look into this and work with you to reach a resolution.
We appreciate you bringing this to our attention and hope to have the opportunity to put things right.
Warm Regards,
Natasha,
Pet Supermarket.
A fast and efficient service and a…
A fast and efficient service and a great price. Cheapest I could find
3 August 2026
Unprompted review
Avoid
Had to ask for a refund as after a week my order was still not despatched and I had to order from elsewhere. The thing is, they took my money without hesitation…knowing my order was not despatched. Really poor and whether you have relocated your warehouse or not, you should only charge people when their orders have been despatched. I do not recommend this company.
4 August 2026
Unprompted review
Reply from Pet Supermarket
Hello Mark,
Thank you for taking the time to leave your feedback.
We are very sorry to hear about your experience and sincerely apologise for the delay to your order.
Unfortunately, your order was affected by an unexpected warehouse delay, which impacted our usual dispatch times. While this explains the delay, we appreciate that it did not meet the level of service you expected from us.
We can confirm that a full refund was processed following your request. We also appreciate your comments regarding the timing of payment collection and understand your concerns. Your feedback has been noted and shared internally and we are working hard to return our service to normal as quickly as possible.
We're genuinely sorry that we let you down on this occasion and appreciate you taking the time to share your experience.
Warm Regards,
Natasha
Pet Supermarket.
(Advise do not to use Pet Supermarket…
(Advise do not to use Pet Supermarket try a reliable company ) Ordered Bag of Arden Grange dog food from Pet Dog food was told 1-3 working days but week later no dog food and DHL was delivery partner but nothing kept coming up to say out for delivery, so contacted Pet Supermarket and they informed me it seems it was lost in transit , so I asked perhaps you could send out another bag on perhaps 24 hr delivery and can’t say I was surprised when they said they had no more in stock and offered me refund and told me I would have to wait 3-5 working days to refund there’s lots of companies out there to buy from so do yourself a favour and buy from a company who cares and customer service assistant sounds like they are even bothered 🙁🙁☹️
4 August 2026
Unprompted review
Reply from Pet Supermarket
Hello Angela,
Thank you for taking the time to share your feedback. We are very sorry to hear about your experience and understand how frustrating it must have been to be left without your dog's food.
Unfortunately, it appears your parcel was lost in transit by the courier. We appreciate this did not meet the delivery timescales you were originally advised, and we sincerely apologise for the inconvenience caused.
When you contacted us, we checked all available options. Regrettably, the product had sold out by that point, meaning we were unable to send a replacement immediately. As a result, we processed a full refund, which can take 3–5 working days to reach your account due to standard bank processing times.
We're also sorry to learn that you were disappointed with the service you received. We always aim to provide helpful, professional and empathetic support and we're sorry that this was not reflected in your experience.
We appreciate your feedback and are genuinely sorry that we let you down on this occasion.
Warm Regards,
Natasha
Pet Supermarket.
Not a great experience so far AND UPDATE
****UPDATE TO MY REVIEW****
I have now been promised a refund for my unfulfilled order as I cannot wait any longer for it to be delivered. So I have added another star to take it to 3 stars from my original 2 stars.
It would have been more had you managed to inform customers of these delays this also managing customers expectations regarding delivery.
As a customer I would have perhaps been happy to wait had I know and been given the opportunity to purchase other specialised dog food in the interim.
Not a great experience so far! Placed my order for Hill's Prescription Diet t/d Mini Dental Care Adult/Senior Dry Dog Food with Chicken
3kg - Chicken x 1 on the 24th July and have had no tracking email! Emailed the company today first thing and tried phoning them only to be told their offices were closed at 12!
If this is how this company does business I don’t think I will be dealing with them again.
Very disappointing and frustrating when you’re waiting for dog food. I will now have to go find another supplier.
29 July 2026
Unprompted review
Reply from Pet Supermarket
Hello Linda,
Thank you for taking the time to leave your review.
We're very sorry to hear about your experience and sincerely apologise for the delay and frustration this has caused.
We have recently relocated our warehouse, which has unfortunately caused some disruption to our dispatch times while we transfer stock and return operations to normal. Our team is working hard to resolve these issues, and we're hoping to be back to our usual service very shortly.
We'd really appreciate the opportunity to look into your order and see if we can help. If you could please contact our Customer Care team directly with your order details, we'll investigate this for you and provide an update as quickly as possible.
You can reach us by email at sales@pet-supermarket.co.uk or by phone on 020 8089 3880.
We apologise again for the inconvenience caused and hope to have the opportunity to put things right.
Kind regards,
Nicole
Pet Supermarket
Wouldn't recommend this company at all…
Wouldn't recommend this company at all ordered dog food on 17th July everything has been 'out for order' to then not hear any updates about the parcels 10 days later when I received what I was lead to believe everything I ordered and only one of the items turned up after emailing them I had a response saying 'low stock' but you look on their website to see it says 'no stock' very unreliable company wont be ordering from here again !
17 July 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for taking the time to leave your review.
We're very sorry to hear about your experience and sincerely apologise for the delays and disappointment caused.
Following a recent warehouse relocation, we've unfortunately experienced disruption to both our dispatch times and stock availability. We appreciate that this has impacted your order, and we understand how frustrating it must have been to receive only part of your delivery without the level of communication you expected. Please be assured that this is not the standard of service we aim to provide, and our team is working hard to return operations to normal as quickly as possible.
We would really appreciate the opportunity to investigate your order further and see if we can put things right. If you could contact our Customer Care team directly with your order details, we'll be happy to look into this for you.
You can reach us on 020 8089 3880 or by email at sales@pet-supermarket.co.uk.
Thank you again for your feedback, and we hope to have the opportunity to restore your confidence in us.
Kind regards,
Nicole
Pet Supermarket
This review is about DHL nothing to do…
This review is about DHL nothing to do with you but they have told me three times that our parcel was on its way but still has not arrived .i have an e-mail today they are on way but I wait with bated breath to see if our parcel arrives .
28 July 2026
Unprompted review
Reply from Pet Supermarket
Hello Steven,
Thank you for taking the time to leave a review.
We're very sorry to hear about the delays you've experienced with your delivery and apologise for the inconvenience this has caused.
We'd like the opportunity to investigate this further for you. If you could please contact our Customer Care team directly with your order details, we'll be happy to look into the delivery with DHL and work towards a resolution.
You can reach us on 020 8089 3880 or by email at sales@pet-supermarket.co.uk.
We appreciate your patience and hope to hear from you soon so we can assist further.
Kind regards,
Nicole
Pet Supermarket
Considering they cancelled my order for…
Considering they cancelled my order for no reason before I got this quicker as reordered
16 July 2026
Unprompted review
Reply from Pet Supermarket
Hello Sharon,
Thank you for taking the time to leave your review.
We're sorry to hear about your experience and apologise for the inconvenience caused by the cancellation of your order.
Normally, if an order is cancelled after it has been placed, an email is sent explaining the reason for the cancellation. We're sorry if you didn't receive this communication.
We'd like the opportunity to look into what happened and understand why your order was cancelled. If you could please contact our Customer Care team on 020 8089 3880 or email sales@pet-supermarket.co.uk with your order details, we'll be happy to investigate this further and do our best to resolve your concerns.
Thank you for your feedback, and we hope to hear from you soon.
Kind regards,
Nicole
Pet Supermarket
Sound communication
All good companies instigate good, sound communication, and this is one of them that dots the i's and crosses the t's. If this communication does not happen from management to the shop floor, the system falls down like a house of cards! Well done Jamie.
26 July 2026
Unprompted review
I rarely leave negative reviews
I rarely leave negative reviews, but I feel others should be aware. My experience was frustrating from start to finish due to poor communication and a lack of professionalism. I expected much better and cannot recommend this service. Items out of stock had part item sent out been charged for delivery, had to call about this and been refunded. After almost over one year, time to move on to another company. How silly opening times are 9am - 12 - enough said... no call back
22 July 2026
Unprompted review
Reply from Pet Supermarket
Hello Haziz,
Thank you for taking the time to leave your review.
We're very sorry to hear about your experience and sincerely apologise for the frustration and inconvenience caused.
Unfortunately, when an item within a subscription is out of stock, our system may dispatch the remaining available items to avoid delaying your order further. If the value of the dispatched items falls below our free delivery threshold, a delivery charge is automatically applied. We appreciate that this isn't an ideal experience, and we're actively working on improvements to prevent this from happening in the future.
We're pleased we were able to refund the delivery charge for you, but we're sorry that this situation occurred in the first place.
We'd also like to apologise for the difficulties you experienced contacting us. We appreciate your feedback regarding our opening hours and callback service, as this helps us identify where we can improve.
If you'd be willing to discuss your experience further, we'd really appreciate the opportunity to look into this in more detail. Please contact our Customer Care team on 020 8089 3880 or email sales@pet-supermarket.co.uk with your order details, and we'll do everything we can to resolve any outstanding concerns.
We're sorry to hear you've decided to shop elsewhere after being a customer for almost a year, and we thank you for your custom during that time.
Kind regards,
Nicole
Pet Supermarket
Had a problem with the courier company…
Had a problem with the courier company delivering my order. Jamie from Pet Supermarket customer service sorted this out for me quickly and efficiently. Very grateful. Always been happy shopping with Pet Supermarket.
25 July 2026
Unprompted review
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