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
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Reviews shaping this summary
Unfortunately the peanuts I ordered were not what I expected. The 25kg sack of peanuts for birds has an image that looks like they are blanched (skinless) but they are not. Once this was realised, I c... See more
Company replied
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
Heated cat bed worked well once we got it, but was not sent the day we ordered, and there was no 1 day delivery option despite the website saying there was.
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
3.5
Average
3K reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 69% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Easy to order product
Easy to order product. Fast delivery and great customer service
8 June 2026
Unprompted review
Not an experience I would want to…
Not an experience I would want to repeat.
Terrible customer service, slow, ineffectual, not easy or straightforward to contact, especially following their website errors.
Not only did a single order wrongly become a multiple subscription, their website posted errors in cancelling this.
It took several repeated emails to finally get any response.
Thankfully I made the original initial payment through PayPal who sorted things after seeing the evidence.
I wouldn't trust this company again.
7 June 2026
Unprompted review
Reply from Petwell.co.uk
Hello Deborah,
Thank you for taking the time to leave your review.
I’m sorry to hear that you were disappointed with your experience.
I have reviewed your account and can confirm that we responded to the emails received regarding your cancellation request and that the subscription was successfully cancelled. I am sorry if this did not feel as prompt or clear as you had hoped.
With regard to your order, this had already been dispatched from our warehouse at the time we received your cancellation request. Once an order has been dispatched, we are unable to cancel it. This was outlined in our previous correspondence, along with the option to return the item if it was no longer required.
I have also reached out to you directly again to help resolve this matter.
We appreciate your feedback and are sorry for any inconvenience or frustration caused. We continually review our processes to improve the service we provide to our customers.
Warm Regards,
Natasha,
Petwell.
Simple and straightforward to order
Simple and straightforward to order, and price was better than the other two suppliers I use.
The only let down was the delivery company they used, which is beyond their control.
3 June 2026
Unprompted review
Items arrived quickly
Items arrived quickly. They were a good price. Problem was one bag had a hole in it and we ended up with litter all over the floor. But for that it would have been 5 stars
5 June 2026
Unprompted review
Many delays to subscription orders and…
Many delays to subscription orders and comms isn’t great when this happens.
4 June 2026
Unprompted review
Reply from Petwell.co.uk
Hello Lyndsay,
Thank you for taking the time to leave your feedback, and we’re very sorry to hear about the delays you’ve experienced with your subscription orders.
We completely understand how frustrating this can be, especially when you rely on regular deliveries, and we apologise that our communication has not met expectations on these occasions.
We are continuously working to improve stock visibility and customer updates to ensure that any delays are communicated more clearly in the future.
As a gesture of goodwill for the inconvenience caused, we have refunded the most recent delivery charge. Please allow a few working days for this to appear in your account, depending on your payment provider.
If you would like us to look into any specific orders or subscription issues further, please don’t hesitate to contact us directly so we can assist.
We’re very sorry for the inconvenience and appreciate your continued patience.
Warm regards,
Nicole
Petwell
Atrocious, totally inept, non existent Customer Service
I had to email again and again and again and repeatedly received emails that proved my messages were obviously not being read.
Totally inefficient, inept customer service that did nothing but infuriated me and waste a considerable amount of my valuable time with no resolution.
In the end I just gave up as I am having chemotherapy at the moment and I just didn’t have the energy to keep fighting with a team of people to can’t even be bothered to read emails.
There are numerous online retailers selling pet food and my advice would be use them rather than either PetWell or Pet Supermarket (they are the same company).
20 May 2026
Unprompted review
Reply from Petwell.co.uk
Hello,
Thank you for taking the time to share your feedback, and please accept our sincere apologies for the experience you’ve described.
We are truly sorry to hear that you felt your emails were not being properly read or actioned, and for the frustration and time this has caused you. This is certainly not the level of service we aim to provide, and we completely understand how upsetting and exhausting this must have been, especially given your current circumstances. We are very sorry for the additional stress this has added.
We would very much like the opportunity to look into this properly and put things right for you. If you are willing, please contact us directly so we can personally review your case and ensure it is resolved as quickly and smoothly as possible:
Email: customerservices@petwell.co.uk
Phone: 0800 781 7833
We genuinely value your feedback and would like the chance to restore your confidence in our service.
Wishing you all the very best at this difficult time.
Warm regards,
Nicole
Petwell
Untrustworthy company - removed honest review
I wrote an honest and accurate review of their customer service and experience when ordering in February, which was removed as an "unprompted review" whatever this may mean.
This means you cannot trust any of the positive reviews, as they simply have the negative ones removed.
19 February 2026
Unprompted review
Reply from Petwell.co.uk
Hello,
Thank you for taking the time to share your feedback.
We're sorry to hear that you were disappointed with both your experience and the outcome of your review. We would like to clarify that we do not have the ability to remove reviews ourselves. Review moderation decisions are made by Trustpilot in accordance with their own guidelines and policies.
We value all customer feedback, whether positive or negative, as it helps us identify areas where we can improve our service. We're sorry that your experience did not meet expectations and would like the opportunity to review your concerns further.
Please contact our customer care team at customer.service@petwell.co.uk or call us on 020 8089 3883 and we will be happy to look into this for you.
Warm Regards,
Natasha,
Petwell
Delivered in a timely manner
Delivered in a timely manner, price good for the quantity and my birds (and squirrels) love them!
30 May 2026
Unprompted review
Two Consecutive Incorrect Orders and a Stressful Refund Process
Very poor experience with Petwell.
I placed an order for Royal Canin wet cat food and was sent completely the wrong products. After contacting customer service, I was assured the issue would be corrected, so I placed a second order as the food was urgently needed.
Remarkably, the second order was also wrong.
This resulted in multiple emails, phone calls, having to wait in for courier collections, and a huge amount of unnecessary stress and inconvenience — all while still not having the food originally ordered.
To make matters worse, one of the DHL collections failed to update on tracking after the parcel had been physically collected, which then led to delays and arguments over my refund despite the parcel no longer being in my possession.
While I did eventually receive my refunds, the entire process was exhausting and far more difficult than it should ever have been. Mistakes can happen, but sending two consecutive incorrect orders and then making the customer fight through the refund process afterwards is simply not acceptable.
I will not be using Petwell again.
22 May 2026
Unprompted review
Reply from Petwell.co.uk
Hello James,
Thank you for taking the time to share your feedback, and we are truly sorry to hear about your experience with your orders.
We sincerely apologise for the inconvenience caused by receiving incorrect items on two occasions, as well as the stress, delays, and frustration this has resulted in. We completely understand how disappointing this must have been, especially when you were relying on these products urgently.
We are also very sorry for the issues you experienced with the courier collection and tracking updates, and we understand how this would have made the refund process feel unnecessarily difficult. This is not the level of service we aim to provide.
Your comments have been taken very seriously and will be passed on to the relevant teams for review to help prevent situations like this happening again in the future.
If you would like to discuss anything further, please don’t hesitate to contact us directly:
Email: customer.service@petwell.co.uk
Phone: 020 8089 3883
We are very sorry again for the inconvenience caused and thank you for bringing this to our attention.
Warm regards,
Nicole
Petwell
Great prices and comms are good…
After taking in some rescue cats I realised I would need to stock up on essentials like cat litter etc , while they bedded into their new home I came across Petwell and the prices were amazing compared to other stores and I could get additional discount by having a recurring order. Items arrived quickly and they did what they said on the packet so I am pleased. Would rcommend
8 May 2026
Unprompted review
I was unable to alter the number of…
I was unable to alter the number of packets of cat food in my subscription and so ended up paying delivery charge
15 May 2026
Unprompted review
Reply from Petwell.co.uk
Hi there,
Thank you for your feedback, and we’re sorry to hear you experienced difficulties amending your subscription order.
We can certainly assist with this and would be happy to look into what happened for you. Please contact our team on 020 8089 3883 or email us at customer.service@petwell.co.uk, and we’ll do our best to help resolve this for you.
Kind regards,
Ellie
Petwell
Very expensive when I have six cats
Very expensive when I have six cats. Too expensive.
15 May 2026
Unprompted review
Reply from Petwell.co.uk
Hi Tracy,
Thank you for your feedback. We understand that feeding multiple cats can become costly, and we’re sorry to hear you feel disappointed with our pricing.
At Petwell, we always try to keep our prices as competitive as possible while continuing to offer high-quality products and service to our customers. We truly value your feedback and will take your comments on board.
Thanks again for taking the time to leave a review.
Kind Regards,
Ellie
Petwell
10kg bag ripped open/taped up
Ordered 4 bags of rabbit food (10kg - 15kg) which arrived in bags in strong well sealed boxes. The one 10kg bag had been ripped open at the top then resealed the whole width with brown tape, this was very obvious and easy to see. Why someone would think this is acceptable to pack up and send to a customer is beyond me. I messaged customer services who apologised and said I need to send it back and then they'll issue a refund or replacement which means making sure someone is home to be here on collection day to give to the driver. So basically at least a week before I get another bag. I'll be getting a bag from The Range today - easier all round.
Prices are good from Petwell, delivery was quick, so its a shame I've had leave a bad review but a ripped open and taped up bag of food which has cost around £10 shouldn't have been sent out really. Arriving open means I can't risk using it so it will be binned.
15 May 2026
Unprompted review
Reply from Petwell.co.uk
Hi Jayne,
Thank you for taking the time to leave your feedback.
We’re really sorry to hear that one of your bags arrived damaged and completely understand your frustration. We agree that a bag in this condition should not have been sent out, and we sincerely apologise for this experience.
Your feedback will be raised internally with the relevant team to help prevent this happening again in future.
We also appreciate that arranging a collection can be inconvenient, especially when needing to be home for the courier. If you would like to discuss this further and explore any alternative options available, please feel free to contact our team on 020 8089 3883 or email us at customer.service@petwell.co.uk, and we’ll be happy to review this further.
We’re pleased to hear that you were happy with our prices and delivery speed, and we’re sorry this issue let your experience down overall.
Kind regards,
Ellie
Petwell
Totally recommend Petwell for their…
Totally recommend Petwell for their First class service. I'm particularly impressed by the customer service team who promptly dealt with my missing item.
11 May 2026
Unprompted review
A very good product delivered quickly.
13 May 2026
Unprompted review
Very competitive price and prompt…
Very competitive price and prompt delivery very good company
12 May 2026
Unprompted review
Fair Price
To start, the price is extremely fair. The website, check out is easy for someone with little digital skills.I waspleased to be able to place the order.
10 May 2026
Unprompted review
DONT BUY FROM THIS COMPANY ABSOLUTELY…
DONT BUY FROM THIS COMPANY ABSOLUTELY AWFUL. *****
It says in there reply i have received a full REFUND I Haven't that's a lie !!
WAITED AND WAITED FOR MY KITTEN FOOD TO COME TO BE TOLD THERE WERE COMPLICATIONS.
THE STATE IT ARRIVED IN 10 DAYS LATER
THE BAG AND OUTER BAG WAS RIPPED AND TAPED UP BUT HALF OF THE FOOD WAS MISSING AS THEY HADNT TAPED IT UP PROPERLY!!! IT LOOKED LIKE IT HAD BEEN THROUGH HELL AND KICKED ON THE WAY LOL
RUBBISH WAY TO RUN A COMPANY .
6 May 2026
Unprompted review
Reply from Petwell.co.uk
Hi Andrea,
Thank you for taking the time to leave your feedback, although we are very sorry to hear about your experience with your recent order.
We completely understand how disappointing and frustrating this must have been, particularly given the delays and the condition in which your parcel arrived. Receiving an order that is damaged and with missing contents is certainly not the standard of service we aim to provide, and we sincerely apologise for the inconvenience this has caused you.
I can confirm that we have now launched an investigation with our courier teams to help understand what went wrong in transit and to ensure this is reviewed appropriately to reduce the chance of similar issues occurring in future.
As a resolution, a full refund has already been issued for your order.
Once again, please accept our sincere apologies for the poor experience you have had. We truly appreciate your feedback and are very sorry for the disappointment caused.
Warm Regards,
Natasha,
Petwell.
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