The Pet Express Reviews 119

I placed an order for dog food which was supposed to be picked up by DPD within 48 hours. At the time the shop's website was apparently under maintenance. After a few days I checked with DPD, but according to them the parcel had not even been received by then. The same two days later. When I phoned The Pet Express no one answered. Instead there was an automated message that anyone trying to contact them should do so by email. When I visited the website for the email address it was still under maintenance and the payment system was down. Two weeks after the order, with no communication whatsoever in the meantime, I received a standardised reply that they had had to cancel my order due to a 'system issue'. I am now waiting for a refund.

A supply order of Canagan Cat food was made on the 06 April 26 for a total amount of £226.56 which has been debited from my account.

The courier sent a message informing me a delivery is expected, but after a week without any delivery i contacted DPD directly who explained that they were still pending the goods from the Pet Express and i should reach out to them to enquire on the goods.

As recommended by the courier, I had contacted the Pet Express and called for 2 days multiple times where they have not been reachable and so i have also emailed. An email response has now been provided which i am now chasing for the credit back to my bank account.

I will update this review once my payment return has been completed, but no customer should have to chase and instigate an order like this case.

Update
26 April- I am now concerned since I still have not received my refund yet which I have now escalated again to the Pet Express and also raised to my bank where payment has been made. IT also appears that the Customer service email address which was working at the beginning of the month now is not. I have now taken it up directly with my bank to recover the funds - This is not only time and effort through documentation and explaining myself, but also stressful.

I can't recommend Pet Express more highly. I reached out to a few companies when my friend, Cindy, was turned away from her flight to Hong Kong because she hadn't followed the proper procedures to travel with her two dogs (she had been living in LA but was moving home to HK). Cindy had given up her home, given away or shipped her possessions, had no family in Los Angeles, and is legally blind - all combining to make it a dire situation. While the other companies were slow to respond (or replied by automated emails), Alicia from Pet Express called me as soon as she saw my emails, realizing that this was a critically timed situation and she really just jumped in. Her guidance was remarkable. Cindy was in a hotel, and with her visual disability, dealing with the forms and process was a challenge, but Alicia and her team patiently walked us through every step. And we made it all the more challenging since I started the process but then was traveling, so THREE other friends of Cindy's all jumped in to help out - adding to the communication chain. But again, Alicia and her team dealt with every challenge and kept us all in the loop. They worked effectively with Cindy's vet to get all of the forms, measurements, breed info and so much more to make the process go smoothly. And while other companies said it could take 2-3 months (or longer), and many charged more than DOUBLE what Pet Express did, they expedited the process (at no extra change) and Cindy and her dogs were on a flight to Hong Kong in less than a month! And this could have been an incredibly stressful situation for Cindy and her dogs - but Pet Express assured it was stress-free! And the care of the dogs was always of paramount importance to them. They worked with us to be sure they were well-cared for, comfortable, and that their medical needs were also attended to (one is on meds). They made the drop-off process so easy. Cindy felt do comfortable leaving her "babies" in their care. And the delivery to her apartment in Hong Kong was timely and professional and the dogs arrived safely. Pet Express even took the time to share photos once the dogs were in their spacious and comfortable crates - and the dogs were drinking and eating right away, so we could tell both dogs were comfortable! Professional, caring, knowledgeable, efficient, reliable - the only company to use. We are so grateful!

Unfortuanetly the expensive cat den which is not meant to let rain get inside does not work.
The bedding gets wet and I have actually had to bring it indoors. Lovely in good weather but awful in bad weather and it was not cheap.

BEWARE DO NOT BUY !!!! If I could give minus reviews I would got parrot cage roof would not attach cause holes made were to big I said I don’t want a whole new cage just a replacement roof even with other dents & damage I was being fair they agreed it never came they say it was delivered which as I have cctv I could proof it was a lie, so as it was for African grey I could no longer use it as only way to hold roof on was cable ties which is unsafe with parrot, awful customer service u can’t leave a review on there website but they have hundreds of 5 star reviews strange that. I am disabled & cannot afford to buy another new cage so I got to look for cheap second hand don’t bother trying to get money back u won’t get it. DO NOT BUY FROM THEM EVER !!!!

BE AWARE 🔥🔥🔥THEY ARE SCAMERS 🔥🔥I DID ORDER ONLINE,PAID FOR IT. NEXT DAY THEY CANCELLED MY ORDER WITHOUT THE REASON. AFTER FEW DAYS OF CALLING THEM SOMEONE ANSERD. I HAVE BEEN INFORMED THAT MY PAYMENT DID NOT GET FREW EVENT THAT I SENT CO CONFIRMATION. AFTER THAT I SNET THEM FEW EMAILA WITH FINAL CALL. NOW CITIZEN OFFICE ADVISE IS OVERTAKING IT. THEY WILL PAY💥🤯🤯🤯

Absolutely useless firm to deal with.
They don’t have the stock available on their website necessarily.
Appalling and tardy delivery times.
They don’t answer their emails appropriately.
Avoid using this firm.
Express is the opposite of their service.

Horrible experience with Pet Express. The woman at customs miscalculated and said my puppy was one day away from being able to cross. Pet Express didn't help me solve the problem; they just wanted to leave and left me abandoned in a hotel. The next day I resubmitted my documents and crossed by boat without any problems. I asked for a refund, but they simply didn't respond. If you don't want to be scammed, ignore this service.

Order was scheduled for delivery on 2nd June because no one was at home on 29th May. It was delivered on 29th May. Absolutely Useless. "Brandon" at Pet express emailed me to assure me that it would be delivered on 2nd June when I would be home to receive it. Is it his fault or DPD? If DPD, then Pet Express, I suggest that you use a different delivery service!

Initially the first time I ordered I was amazed at how quick efficient the service was .The courier company not DPD were excellent 👌.
Second time it came gave good review as I grateful for the pets getting they're meals on time .
3rd time ordered 13.03.25 confirmed it would be delivered 14.03._ 18 thought odd as it's usually next day others had been speedy deliveries .
Received email from courier confirmed goods would be delivered ..after Customer service confirmed that goods had not been dispatched due to item being damaged .
DPD courier later confirmed items were sent back that day .
Later it showed the GPS tracking info that delivery was attempted .
Goods had been sent back to depot .
Confirmed with DPD ceo that goods had failed to be delivered .
March 20.03.25 had been told delivery would be today by Brandon Thursday .Received Email from DPD confirming problems .checked on tracking system that goods had been returned to depot .
Contact Brandon at customer service requested updates .
Investigation updates by DPD awaited & pet express .
Clear that courier service is messing customers about .
Will update later when get full investigation report .
No chain of proper management
exists at this company dose not have complaints section online .
Only been in operation since 1997 probably will go under due to other competitors that are better organized Ongoing investigations underway update when if I receive goods .
In summary informed by Brandon CS that even though goods are loaded on to courier van they can't always be delivered "delivery time is only not guaranteed it is " estimated ."
Checked DPD courier tracking it's active let's see 🙈 what occurs ..Await update .

One thing this company Isn't is Express, only thing they ARE express about is taking your money quick and saying They are so sorry while your Pet Goes Hungry..
I would AVOID at all cost.. thought at first they would be more accommodating do to they're negligence .. Not!!. Even spoke directly to Manager and ordered over phone.. said no problem, give me two days and we will deliver directly.. That wasn't the case. and i thought I ordered early enough , Not with this company..Took ruffly two weeks for items to arrive to my door.. open the box to realise two boxes have been ripped open inside.. which I find un edible.. Such a disgusting experience , defiantly left bad taste in my mouth..

Delivery took 12 days to arrive, I consider myself lucky given a lot of these reviews.

Zero communication whatsoever as to the status of my order. I had to call a lovely lady at one of their retail stores to get things moving along.

Their website customer service number is constantly engaged. Karl, the 'Warehouse Manager' is probably the most passive aggressive person I've ever had the misfortune of dealing with. The website needs a complete overhaul. It's clear the live stock system is not synced to the website, causing avoidable delays.

For a company that calls itself 'express' I would advise rethinking everything, starting with Karl.

Ordered dog food on a subscription which was meant to be delivered at the start of december. Multiple promises of new delivery dates yet failed to deliver or notify me when they weren't met. Still haven't received my item. Happy to take my money though of course! Very Poor

I placed an order for dog food on December 6th, and it still hasn’t arrived. I had to email them on December 15th to ask for an update, only to be told the item was out of stock and would ship on Wednesday or Thursday. Today is Wednesday, and after calling again, I was told they’re still waiting for stock.

This is the second time I’ve had issues with delayed orders and poor communication. Selling items that aren’t in stock and failing to notify customers is unacceptable. I won’t be ordering from them again.

I ordered a kitten starter pack. It took a while to arrive. When it did the box was all dented. My neighbour took it in for me. When I opened it the litter tray was all cracked around the sides. They put a bag of litter on top of the tray! The packaging is poor. I rang them. I was advised to send pics in an email. The email does not accept replys and the form on the website does not have anywhere to attach a picture. I'm just going to cut my losses and buy a new tray. A bad company to use and terrible customer service.

The stock is not actually in stock. This is ordered from a supplier then dispatched. A glorified drop shipping company. Prices go up almost every other week. Terrible way to run a company. Seems like the people in charge have no clue.

I would advise to google the items you are trying to buy to find cheaper and quicker alternatives.

This host is being used to host 2 spam websites, and it is nearly impossible to contact their support to report this. No support, no help - impossible to engage with. It is very tough; I would be worried about hosting a real website with this operation.

One word…DISGRACEFUL
No one answers the phone and my order has not been received after over a week
DONT USE THIS OUTFIT

Feeling Let Down!
I set up a repeat order with these guy, the first despatch was ok, it wasnt fast delivery like it stated but it arrived. All other orders have had issues. I set it to deliver every 4 weeks and its never arrived in time meaning ive had to swap my dogs food for something else until the order arrived, costing me more money and giving my gods tummy a hard time.
The last time i had to email to find out where my order was to be told they were out if stock but would have it send out a week later.
Ive just cancelled my subscription as its time for this months order but instead i have an email to say they are out of stock…again!
Its just not good enough. Gone to another company now who hopefully have an idea of what they are doing.
Its a repeat subscription..you have plenty of notice on how much stock you will need!
The inconvenience is a pain but i can deal with it, having to swap my dogs food at short notice and cause then discomfort is just not acceptable.

We placed a big order, it was dispatched and arrived very quickly. Unfortunately one item was missing, I emailed customer services and they responded within the hour apologising and offering a refund or to send item out. I chose for it to be sent out and it arrived the next again day.
Every company can make a mistake it’s how they deal with that mistake that matters and Pet express were first class for me.