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
Company replied
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Review summary
Created with AI, based on recent reviews
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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
Company replied
The price of my subscription order went up for 20% without anyone notifying me. I only noticed after it has been billed already.
Company replied
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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Over 2 weeks after placing a delivery... no delivery
2 weeks after placing a delivery, still no sign of it and no response to 3 emails. Frustratingly, phone lines are open only 8am-12pm mon to fri, so bit stuck if you work!!
26 June 2026
Unprompted review
Reply from Pet Supermarket
Hello Viccy,
Thank you for taking the time to leave your review.
We are very sorry to hear about your experience and sincerely apologise for the delay with your order and the lack of communication you have received. We completely understand how frustrating this must have been, particularly when you have been unable to reach us during our temporary telephone opening hours.
We would like the opportunity to investigate this for you and get the matter resolved as quickly as possible.
Please contact our Customer Care team at sales@pet-supermarket.co.uk or call us on 020 8089 3880, and we will be happy to look into this for you and provide an update.
We sincerely apologise for the inconvenience caused and hope to have the opportunity to restore your confidence in our service.
Warm Regards,
Natasha,
Pet Supermarket.
I buy my pigeon food from here and its…
I buy my pigeon food from here and its absolutely value for money and at low cost prices. Would highly suggest buying from them.
3 July 2026
Unprompted review
Our order has NOT been received yet due…
Our order has NOT been received yet due to the incompetence of your delivery service, they say you failed to give them the correct address, so we are unable to track the item and therefore will probably not receive it.
3 July 2026
Unprompted review
Reply from Pet Supermarket
Hello Trisha,
Thank you for taking the time to leave your review.
We are very sorry to hear about the issues you've experienced with your delivery. We completely understand how frustrating it is to be waiting for an order, especially when there has been an issue with the delivery address.
We would like the opportunity to investigate this further and work with the courier to resolve the issue as quickly as possible.
Please contact our Customer Care team at sales@pet-supermarket.co.uk or call us on 020 8089 3880, and we will be happy to look into this for you and provide an update.
Warm Regards,
Natasha,
Pet Supermarket.
Arrived within a few days
Arrived within a few days, good price. Very pleased.
2 July 2026
Unprompted review
WORST PET COMPANY
In my experience, this is the worst pet food company I have dealt with. My orders have repeatedly been cancelled, payments have been taken, and I have experienced ongoing difficulties contacting customer services, including being unable to email them.
I found the whole experience extremely frustrating and disappointing. From my perspective, the company appears to place far more emphasis on taking customers' money than on providing reliable service or good customer care. I expected honesty, professionalism and effective communication, but unfortunately that has not been my experience.
6 July 2026
Unprompted review
Reply from Pet Supermarket
Hi Nazia,
Thank you for taking the time to leave your review.
As mentioned during our phone call earlier, we have escalated your case, and a senior member of our team will be in contact with you as soon as possible to discuss this further.
We sincerely apologise that your experience has not been as smooth as we would have liked, and we appreciate your patience while we work to resolve this for you.
Kind regards,
Jamie
Pet Supermarket
Easy process
Quasim was so quick to inform me of an issue with my delivery, I was expecting a long process but it was so easy to get things sorted - thankyou
3 July 2026
Unprompted review
Not received yet
Not received yet. DHL are not responding and are TERRIBLE.
5 July 2026
Unprompted review
Reply from Pet Supermarket
Hi Gaynor,
Thank you for taking the time to leave your review.
I'm sorry to hear that you've experienced an issue with your order.
Could you please contact us on 020 8089 3880 and speak with one of our customer service agents? We'll be more than happy to look into this for you and work towards a resolution.
We look forward to hearing from you.
Kind regards,
Jamie
Pet Supermarket
Good customer service and quality…
Good customer service and quality products. Reasonable price.
2 July 2026
Unprompted review
Delivery bad and goods in poor condition
The delivery with DHL was dreadful. Why use them? I was in and they didn't try knocking. Took it to a house in a different road. Have wasted so much time.
The box of pouches fell apart when I opened it.
I will not be using Pet Supermarket again.
4 July 2026
Unprompted review
Reply from Pet Supermarket
Hi,
Thank you for taking the time to leave your feedback, and I’m very sorry to hear about the experience you’ve had with your delivery and the condition of your order. I completely understand how frustrating this must have been, especially after making sure you were in to receive it.
We’d really like the opportunity to look into this further for you and help resolve the issue. Please could you contact our Customer Service team at customerservices@pet-supermarket.co.uk, or alternatively call us on 020 8089 3880, where one of our agents will be happy to assist you.
We apologise for the inconvenience caused and appreciate you bringing this to our attention.
Kind regards,
Jamie
Well packaged and arrived promptly.
3 July 2026
Unprompted review
Only half the order was sent
Only half the order was sent, two items missing, and I was refunded for only one of them. I would have preferred the missing items had been sent, as now I have paid more in postage than the goods received cost.
1 July 2026
Unprompted review
Reply from Pet Supermarket
Hi,
Thank you for taking the time to leave your feedback, and I’m very sorry to hear about the issue with your order.
I completely understand how frustrating it must be to receive only part of your order, especially when items are missing and you feel the resolution hasn’t fully met your expectations.
Please accept our sincere apologies for the inconvenience caused. We appreciate how disappointing this experience must be, particularly as you were hoping for the missing items to be sent rather than a partial refund.
We’d like to look into this further for you to ensure everything has been handled correctly. Please don’t hesitate to contact our Customer Service team on 020 8089 3880 or email customerservices@pet-supermarket.co.uk, and we’ll be happy to review your order in detail.
Thank you again for bringing this to our attention.
Kind regards,
Jamie
Awful subscription service and copy-paste customer support
Extremely disappointed with my very first subscription order. It was dispatched, and due the next day. When I checked the morning of, the tracking had updated to "DELAYED" and for over 24 hours, the status hasn't changed.
When I contacted customer service hoping they'd be able to advise on when my order might arrive, and after explaining that I am running out of food for my pets over the weekend, I was sent two identical, lazy automated email templates.
The agents didn't even bother to click the DHL link they kept sending me, blindly insisting the status was just "pickup" when the live tracking clearly says delayed.
Unreliable delivery, robotic customer service, and left stranded with no pet food for the weekend. I have cancelled my subscription immediately and will not be back.
3 July 2026
Unprompted review
Reply from Pet Supermarket
Hi,
Thank you for taking the time to leave your review.
We're very sorry to hear about your experience and understand how frustrating this must have been, especially when you were relying on the delivery to ensure your pets didn't run out of food.
We'd really appreciate the opportunity to look into this further and discuss what has happened. Please give our Customer Care team a call on 020 8089 3880, where one of our agents will be happy to investigate your order and do everything they can to help.
We apologise for the inconvenience caused and hope to have the opportunity to put things right.
Kind regards,
Jamie
Still waiting for my delivery it’s been…
Still waiting for my delivery it’s been a long time
Emailed no response
Won’t be ordering again from this company
I want my order please ASAP
23 June 2026
Unprompted review
Reply from Pet Supermarket
Hi Katie,
Thank you for your review, and I’m very sorry to hear about the delay with your delivery and the lack of response you’ve experienced. I completely understand how frustrating this must be.
We would really like the opportunity to look into this for you as a priority and help get this resolved as quickly as possible.
Please could you contact our Customer Service team on 020 8089 3880 or email customerservices@pet-supermarket.co.uk, and one of our agents will be more than happy to assist you and investigate your order immediately.
We sincerely apologise for the inconvenience caused and hope we can resolve this for you.
Kind regards,
Jamie
Easy to order
Easy to order. Delivery easy. Regular order. Good price. Perfect. Thank you
29 June 2026
Unprompted review
Perfect service again from Pet…
Perfect service again from Pet supermarket. Great communication and perfect delivery service. Thank you
29 June 2026
Unprompted review
Bought a cooling mat for a dog and cat
Bought a cooling mat for a dog and cat. Haven't used them yet, but they feel cool without refrigeration and seem well made. Great buy especially for the price.
2 July 2026
Unprompted review
I did not order the products
I did not order the products. They were a cancelled subscription that somehow got delivered again.
There was almost 40% of the order damaged and i have had to send proof of wvery single tin to try and get a redund. Very poor service so far
26 June 2026
Unprompted review
Reply from Pet Supermarket
Hello Nigel,
We're very sorry to hear about your experience and sincerely apologise for the frustration this has caused.
If a subscription is cancelled after an order has already been processed, that order will still be dispatched. However, we're sorry for any confusion this caused and understand why this was unexpected.
We're also very sorry to hear that such a significant portion of your order arrived damaged. We appreciate that having to provide photos of each damaged tin to support your refund request is frustrating, and we're sorry for the inconvenience this has caused.
We'd like the opportunity to look into this further and make things right. If you could please send us your order number by emailing our customer service team, we'll investigate this for you and work to resolve the issue as quickly as possible.
Thank you for bringing this to our attention, and again, please accept our sincere apologies.
Kind regards,
Nicole
Exellent to deal with you guys
27 June 2026
Unprompted review
With reservations
With reservations. I am very pleased with the product but unfortunately due to the order being placed on Thursday the weekend got in the way and DHL didn't deliver until Monday tea-time.
29 June 2026
Unprompted review
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