I eventually received Proplan NutraSavour wet cat food two weeks approximately overdue but grateful received. Had to order other food from local vet. Not received ANY of following: Order no PS 5... See more
Company replied
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To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
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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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 61% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Appalling
Appalling. Product took nearly 2 weeks to arrive and was given no notification about this.
When the product arrived when going to use this product is Frontline Flea and Tick treatment I noticed a date of 08/25 on it so contacted them to advise it’s out of date . This is appalling as normally you get at least 2 years to use which means this product was 3 years old.
They must of know this when sending as an extra packet was in the package.
It would have been useless to me as I doubt it would have worked.
Surely they should check their expired dates
September 14, 2026
Unprompted review
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Dont buy from this company.
Ordered a bag of dog meal from this company and heard nothing for five days. Tried phoning but the place is only open from 8am till midday. Tried again the next day and finally talked to someone. Mentioned problems in the warehouse causing delays. So I cancelled the order. Currently waiting for a refund. Should have looked at their history before ordering.
September 9, 2026
Unprompted review
Terrible
Terrible
Ordered our normal dog food which we have been ordering as regular customers.
Had to chase for weeks when it didn’t arrive .
Finally arrived already opened.
Had to contact again ,, to be told keep it and have 50% off on a product which we didn’t know if it had been contaminated?? Or return the product.
No offer of compensation for the wait or for the faulty packaging.
Quite terrible service and would not recommend .
Do not appear to be concerned about customer experience..
July 25, 2026
Unprompted review
Reply from Pet Supermarket
Hello Jayne,
Thank you for your review.
We’re very sorry to hear about your experience, particularly as you have been a regular customer and have ordered your dog’s food from us previously.
We sincerely apologise that you were left waiting for your order and had to contact us for an update. We also completely understand your concern about receiving the food with the packaging already opened. We appreciate that this would understandably leave you questioning whether the product was safe to use, and we’re sorry that the resolution offered did not leave you feeling reassured or valued as a customer.
We would very much like the opportunity to review your experience and the handling of your case further, including the concerns you have raised regarding the delay, packaging and the resolution offered.
If you could please contact our Customer Care Team at sales@pet-supermarket.co.uk or on 020 8089 3880, quoting your order number and Trustpilot review, we would be happy to look into this further for you.
We’re genuinely sorry that you have been left with this impression of our service. We do value our customers and understand why you feel let down on this occasion.
Warm Regards,
Natasha
Shouldn't advertise products if you…
Shouldn't advertise products if you can't deliver
Waited for my dogs treats to be delivered.
We have warehouse and stock issues was the reply.
We are now waiting up to 5 working days for a refund.
Never use ever again
September 14, 2026
Unprompted review
Reply from Pet Supermarket
Hello Mike,
Thank you for your review.
We’re very sorry to hear about your experience and completely understand how disappointing and frustrating this must have been.
Please accept our sincere apologies that we were unable to fulfil your order as expected. We appreciate that you were left waiting, only to be advised that there were issues with stock and our warehouse. We understand how frustrating this would be, particularly when you were expecting your order to arrive.
With regard to your refund, the up to 5 working days quoted is the standard bank processing time for the funds to reach your account once the refund has been processed by us. We appreciate that having to wait for the funds to reach your account can be frustrating, especially after the inconvenience you have already experienced.
Our team is working hard to resolve the current warehouse and stock issues and restore our usual level of service as quickly as possible.
We’re genuinely sorry that we have let you down on this occasion, and we completely understand your disappointment. Thank you for taking the time to share your feedback, as it helps us identify where we need to improve.
Warm Regards,
Natasha
Ordered pet food...heard nothing for 2…
Ordered pet food...heard nothing for 2 weeks, only telling me they were having stock problems AFTER I queried!!!!! I have to wait for refund, and have wasted time on this.
Would never use this site again, and would strongly advise everyone else to do the same!
September 14, 2026
Unprompted review
Reply from Pet Supermarket
Hello Jamie,
Thank you for your review.
We’re very sorry to hear about your experience and completely understand your frustration.
We appreciate how disappointing it must have been to wait two weeks without receiving an update, only to then be advised of the stock issue after you contacted us. You should have been kept informed much sooner, and we sincerely apologise for the time and inconvenience this has caused.
The refund timeframe is bank processing times and not is a delay by us. However, I understand how frustrating this is particularly when you have already had to spend time waiting for the order.
We’re continually reviewing our processes to improve communication around stock and order delays, and we’re sorry that on this occasion we fell short of the service we aim to provide.
Thank you for taking the time to share your feedback, and please accept our sincere apologies once again.
Warm Regards,
Natasha.
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Shocking
Shocking
No communication
Ordered on the 20th of August with a 5 day lead time for delivery!!!!
It’s now the 13th of September and I’ve emailed and heard nothing !
I would strongly avoid this company ……
September 13, 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for your feedback.
We are very sorry to hear about your experience and sincerely apologise for the significant delay with your order and the lack of communication.
We completely understand how frustrating it must have been to place your order expecting delivery within the stated timeframe, only to still be waiting several weeks later without an update. You should not have had to chase us for information as this should have already been provided to you, so we are sorry that we have fallen short of the level of service we aim to provide.
We have been experiencing operational difficulties at our warehouse which have unfortunately affected dispatch times. While our team is working hard to resolve these issues, we fully appreciate that this does not make the experience any less disappointing or frustrating for you.
We would really like the opportunity to look into your order and assist you further. 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 review this for you.
Once again, we sincerely apologise for the inconvenience and frustration caused.
Warm Regards,
Natasha
dont bother using them
absolutely awful company and customer service is shocking.
Quick to take you money but when you want next day delivery they cannot fulfil and trying to get a refund is impossible. I am now left with no food, and no refund because their cancellation line only works until midday!! you cannot ring anyone its email only and then they dont answer you for 2 days..
Do not use this company - they will fob you off with all sorts of excuses re delivery
September 11, 2026
Unprompted review
Reply from Pet Supermarket
Hello,
We are very sorry to read your review and sincerely apologise for the experience you have had with us.
We completely understand how upsetting and frustrating it must have been to be left without the food you needed. We also appreciate how frustrating it would have been to try to contact us and feel that you were unable to get the support you needed.
This is certainly not the level of service we aim to provide. We have been experiencing operational difficulties which have unfortunately affected our dispatch times and are responding to customers as quickly as we possibly can. However, we appreciate that this does not make the situation any less frustrating for you, and we are very sorry that you were left feeling that you were being given excuses rather than receiving the support you needed.
We take your feedback regarding our cancellation process and communication very seriously and will ensure this is shared with the relevant teams for review.
We are genuinely sorry for the inconvenience and disappointment caused and appreciate you taking the time to share your experience.
Warm Regards,
Natasha
Poor service, items not delivered and no refund
I ordered 4 boxes of cat food, a cat post and cat treats on 24th August. Delivery was 2-5 working days. As of 9th Sept, I am still waiting for the 4 boxes of cat food and cat post to arrive. I’ve had to chase continually, two days ago the cat treats were posted through my door by Amazon. Who say the entire order has been delivered - complete with picture of the small cat treats being posted! No mention on the invoice of the other items. Petsupernarket have needed to be chased every step of the way, only today have they informed me the order was split and have said it will arrive but with no date, no apology and ignored my request for a refund. I’m currently £50 out of pocket! Such incredibly poor service!
September 9, 2026
Unprompted review
Reply from Pet Supermarket
Hello Emma,
We sincerely apologise for the significant delay with your order and for the frustration and inconvenience this has caused. We completely understand how disappointing it must have been to place your order on 24th August with an expected delivery timeframe, only to still be waiting for the majority of your order on 9th September.
We have reviewed your order and can confirm that the cat treats were dispatched separately, which is why these were delivered by Amazon while the remaining items were not included. The rest of your order, including the cat food and cat post, is currently awaiting dispatch and will be actioned by our warehouse as soon as possible.
We are very sorry that you have had to continually chase us for updates and that we have not provided you with the clear communication and reassurance you should have received. We also appreciate how frustrating it is to be left waiting without a confirmed delivery date, particularly when you have already paid for your order and are currently out of pocket.
We are currently experiencing ongoing operational difficulties within our warehouse, which have unfortunately caused delays to some orders and affected our usual dispatch timescales. Our team are working hard to clear the backlog and return our operations to normal as quickly as possible.
We sincerely apologise that this situation has not been handled better and for the disappointment caused. We appreciate your patience and understanding while we work to get the outstanding items dispatched as soon as possible.
Kind regards,
Nicole
Pet Supermarket
I placed an order three weeks ago which…
I placed an order three weeks ago which has yet to be despatched. Every e mail takes 48 hours to be answered and every time I get fobbed off with variations on 'we're working on it'. Disgraceful. I will never buy from them again and I'd advise others not to either.
September 9, 2026
Unprompted review
Reply from Pet Supermarket
Hello Ally,
We sincerely apologise for the delay with your order and completely understand your frustration. Waiting three weeks for an order to be dispatched, particularly while receiving delayed responses and repeated updates without a resolution, is understandably extremely disappointing.
We are currently experiencing ongoing operational difficulties within our warehouse, which have unfortunately caused significant delays to some orders. We appreciate that explaining these circumstances does not make the situation any less frustrating, especially when you have had to wait so long and have not received the clear updates you expected from us.
We are also very sorry that our response times have added to your frustration. We understand how disappointing it is to contact us for assistance and then feel that you are receiving variations of the same response rather than a resolution. This is certainly not the level of service we aim to provide.
We would genuinely appreciate the opportunity to look into your order and assist further. If you are still awaiting your order, please contact our Customer Care team at sales@pet-supermarket.co.uk or 020 8089 3880, quoting your order number, and we will be happy to review this for you.
We’re truly sorry that your experience has left you feeling this way and for the inconvenience, frustration and disappointment caused. We appreciate you taking the time to provide your feedback, and we are working hard to improve the service we are currently providing.
Kind regards,
Nicole
Pet Supermarket
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Delayed, but great customer service
So my delivery was delayed - as per everyone else's - and I received two generic emails explaining why there were delays. But I also got a personal reply to my enquiry about a despatch date and was told my order would be shipped by 7 September. It was shipped (via Amazon shipping) earlier than that and I actually received it on 7 September - exactly 2 weeks after I ordered. I believe their story about the warehouse move, as it appears they've moved away from DHL and are now using Amazon Shipping which is great.
September 7, 2026
Unprompted review
Good prices poor service
Good prices, I paid extra for next day delivery and 2 days later its still not been shipped. Given 2 stars as refunded my postage straight away with me having to ask. Still waiting on my order though.
September 9, 2026
Unprompted review
Reply from Pet Supermarket
Hello Neil,
We sincerely apologise for the delay with your order and completely understand your frustration, particularly as you paid extra for next-day delivery and your order had still not been dispatched. We appreciate that you paid for a faster service with the expectation that your order would be processed promptly, and we’re very sorry that we have been unable to meet this expectation.
We are currently experiencing ongoing operational issues within our warehouse, which have unfortunately affected our ability to process and dispatch some orders within our usual timescales. Our team are working extremely hard to resolve these issues, clear the backlog and return our operations to normal as quickly as possible.
We’re pleased that the delivery charge was refunded promptly, although we appreciate that this does not resolve the frustration of still waiting for your order. We’re very sorry that you have been left waiting and for the inconvenience this delay has caused.
If you are still waiting for your order or require any further assistance, we would appreciate the opportunity to look into this for you directly. Please contact our Customer Care team at sales@pet-supermarket.co.uk or 020 8089 3880, quoting your order number, and we’ll be happy to investigate this further.
We’re very sorry again for the delay and disappointment caused, and we sincerely appreciate your patience and understanding while we work through these operational difficulties.
Kind regards,
Nicole
Pet Supermarket
Very poor delivery
I placed an order on 25 August and am still waiting (9 September). I think these are shipped from U.S - be prepared to wait a lot longer that 2-5 days for deliver
August 25, 2026
Unprompted review
Reply from Pet Supermarket
Hello Nishy,
We sincerely apologise for the delay with your order and completely understand how disappointing it must be to have been waiting since 25th August without receiving your goods. We appreciate that customers place orders with the expectation that they will be dispatched and delivered within a reasonable timeframe, and we’re very sorry that we have not met those expectations on this occasion.
We have unfortunately been experiencing ongoing operational delays within our warehouse, which have affected our ability to process and dispatch some orders within our usual timescales. Our team are working hard to clear the backlog and return our operations to normal as quickly as possible, and we sincerely apologise for the inconvenience and frustration this has caused.
We would also like to clarify that Pet Supermarket orders are shipped from the UK, not the US. We’re sorry if our service or the length of the delay gave the impression that your order was being shipped internationally.
If you are still waiting for your order or require any further assistance, we would appreciate the opportunity to look into this for you directly. Please contact our Customer Care team at sales@pet-supermarket.co.uk or 020 8089 3880, quoting your order number, and we’ll be happy to investigate the current status of your order and assist further.
We’re very sorry again for the delay and the inconvenience caused, and we appreciate your patience and understanding.
Kind regards,
Nicole
Pet Supermarket
This company honestly feels like a scam…
Like everyone else has said, they don’t seem to dispatch any of their orders! What I found extremely frustrating was the fact that I was told TWICE that the order was about to be dispatched when it clearly wasn’t. I would have preferred to be told that they couldn’t give me a delivery date so that I could just go ahead and order elsewhere.
Order placed on 18th August. Nothing arrived by the 28th so I called and they promised it would be dispatched on the 31st. By the 4th September it had still not been sent out and I called again only to be told that it was due for dispatched that same day. Guess what… it’s now the 8th and it has still not been sent out! I have emailed and asked to cancel the order (because calling is tricky when they only open 8am-12pm!), and have ordered my pet food from another supplier who delivered within a day. Wish I’d done that sooner rather than waste my time with this company.
September 8, 2026
Unprompted review
Reply from Pet Supermarket
Hello Hanna,
We sincerely apologise for the experience you have had with your order and completely understand your frustration. We appreciate how disappointing it must have been to contact us more than once, only to be given expected dispatch dates that were unfortunately not met.
We have recently experienced operational delays within our warehouse, which have affected the processing and dispatch of a number of orders. Our team are working extremely hard to return operations to normal and fulfil outstanding orders as quickly as possible.
We also completely understand your point that you would have preferred clearer communication rather than being given dispatch expectations that were not met. We are very sorry that this resulted in you having to chase the order and ultimately needing to purchase your pet food elsewhere.
If you would prefer not to wait any longer for your order, please contact our Customer Care team directly with your order details and we can arrange to cancel the order for you, where it has not already been dispatched.
You can contact us at sales@pet-supermarket.co.uk or on 020 8089 3880.
We sincerely apologise again for the inconvenience, frustration and wasted time this has caused. We appreciate you taking the time to share your experience and will ensure your feedback regarding communication and dispatch delays is passed to the relevant teams for review.
Kind regards,
Nicole
Pet Supermarket
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SCAM
SCAM. Be very be careful with this seller, not trustable at all. Delivery takes 14 days plus, no confirmation no updates, no Vat invoice. Also, half of my ordered items are missing from the delivery packages. You can't really find someone to speak, no phone number provided. I'll report it HMRC for their VAT invoice issue, and speak to my bank for the chargeback.
September 8, 2026
Unprompted review
Reply from Pet Supermarket
Hello Owen,
We sincerely apologise for the delays and inconvenience you have experienced with your order. We completely understand your frustration, particularly regarding the lack of updates and the fact that you have not yet received all of the items you ordered.
We have recently experienced operational delays following changes within our warehouse, which have unfortunately affected the processing and dispatch of some orders. Our team are working hard to return operations to normal and fulfil the remaining outstanding orders as quickly as possible.
We can confirm that we are still looking to dispatch the remaining items from your order, and we will notify you as soon as this has been actioned with the relevant dispatch and tracking information.
Regarding your VAT invoice, we are able to provide an invoice upon request. If you would like us to arrange this for you, please contact our Customer Care team with the order number you require the invoice for, and we will be happy to send this across.
You can contact us at sales@pet-supermarket.co.uk or on 020 8089 3880.
We are very sorry that your experience has fallen short of the standard of service we aim to provide. We appreciate you taking the time to raise your concerns and hope we can have the opportunity to assist you further.
Kind regards,
Nicole
Pet Supermarket
Not happy have been waiting ages for…
Not happy have been waiting ages for goods still not received all - only 2 items no updates, these 2 came via Amazon , will try and get refund I wouldn't use this company again
September 8, 2026
Unprompted review
Reply from Pet Supermarket
Hello Ben,
We sincerely apologise for the delay with your order and completely understand your frustration, particularly as you have been waiting for the remaining items and have not received the updates you expected.
We have recently experienced operational delays following changes within our warehouse, which have unfortunately affected the processing and dispatch of some orders. Our team are working hard to return operations to normal and fulfil outstanding orders as quickly as possible. We are very sorry that this has resulted in such a disappointing experience.
If you no longer wish to wait for the remaining items from your order, please contact our Customer Care team directly with your order number, and we will be happy to review this for you and action the appropriate cancellation and refund where required.
You can contact us at sales@pet-supermarket.co.uk or on 020 8089 3880.
We sincerely apologise again for the inconvenience caused and appreciate you taking the time to share your feedback with us.
Kind regards,
Nicole
Pet Supermarket
Poor Customer Service
Ordered 2 x15kg bags of dog food 29th August, advised dispatched 1st September then advised on 4th september running late and would be delivered 5th September, not delivered and advised by courier delivered on 6th September- not to my address. Sadly the response from Pet Supermarket does not show any regard for customer satisfaction. Will not be ordering from them again, they need to go Pets at Home to learn about good customer service!
September 8, 2026
Unprompted review
Reply from Pet Supermarket
Hello Fiona,
We sincerely apologise for the experience you have had with your recent order and completely understand your frustration. We appreciate how disappointing it must have been to receive several different delivery updates, only for the order to be marked as delivered when you had not received it at your address.
We are particularly sorry to hear that you feel our response did not demonstrate the level of care and customer service you expected from us. This is certainly not the experience we want for our customers, and we understand why this situation has left you feeling disappointed.
We would really appreciate the opportunity to investigate what happened with your order and the delivery. If you could please contact our Customer Care team directly with your order number and delivery details, we can review this further and establish what happened with the courier.
You can contact us at sales@pet-supermarket.co.uk or on 020 8089 3880.
Once again, we sincerely apologise for the inconvenience and disappointment caused and hope we can have the opportunity to look into this for you.
Kind regards,
Nicole
Pet Supermarket
Rubbishorganised chaos
You said you had no stock then got a message it was been delivered then you delivered to wrong address utter rubbish will not be buying off yous again
September 7, 2026
Unprompted review
Reply from Pet Supermarket
Hello Arlene,
We sincerely apologise for the frustration and disappointment caused by your recent experience. We completely understand how concerning it would be to receive conflicting information regarding your order and then believe it had been delivered to the wrong address.
We have reviewed the most recent order linked to your details and can confirm that this order has not been marked as out of stock and is currently awaiting dispatch. Once the order has been dispatched and is out for delivery, you will receive the relevant notification with the delivery information.
If you are referring to a different or more specific order, we would be very happy to look into this further. Please contact our Customer Care team with the relevant order number so we can review the details and investigate what happened.
You can contact us at sales@pet-supermarket.co.uk or on 020 8089 3880.
We are very sorry again for the confusion and inconvenience caused and would appreciate the opportunity to investigate your concerns further.
Kind regards,
Nicole
Pet Supermarket
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Royal Canin Babycat milk formula.
The product, Royal Canin Babycat milk formula was required as two abandoned very young kittens needed to be cared for. We already had a small supply of formula but extra was required fairly promptly, hence the reason for turning to Pet Supermarket with a promise of a speedy next day delivery which was paid for. A week later the product has still not arrived. No explanation or updates have been given with no information from the courier firm either after the initial note of a label being raised. This service is not good enough. Even though emergency formula was obtained from a veterinary practice it was too little, too late and sadly, one of the kittens has since died. I have used Pet Supermarket in the past with good service but this experience has left me feeling that the company cannot be relied upon or be recommended. I will be seeking a full refund in due course.
September 1, 2026
Unprompted review
Reply from Pet Supermarket
Hello James,
We are truly sorry to hear about the loss of one of the kittens and completely understand how upsetting and distressing this experience must have been, particularly when the formula was needed urgently.
We sincerely apologise that the delivery did not arrive within the expected timeframe and, importantly, that you were not kept adequately informed regarding the delay. We can confirm that your order was dispatched on the same day it was placed, however, it unfortunately appears there has since been a delay within the courier network.
We fully appreciate that this does not lessen the frustration or disappointment caused, especially given the circumstances in which the formula was required. We have since actioned a full refund for the order.
We are very sorry that your experience has fallen so far below the standard of service you have previously received from us. We also appreciate you taking the time to share your feedback, and we will ensure your concerns regarding the courier delay and lack of communication are raised with the relevant teams for review.
Once again, please accept our sincere condolences for your loss and our apologies for the distress and inconvenience caused.
Kind regards,
Nicole
Pet Supermarket
Ordered my dogs monthly food on 28/08…
Ordered my dogs monthly food on 28/08 and paid for next day delivery. Got most of my order but the dental sticks which I ordered were not in the box. I tried emailing and calling their limited help line (which is only open from 8am - 12pm) numerous times - no one is getting back to me. I would like a refund or for it to be delivered. There was no email confirming any delay or that it’ll be sent at later date. We are now on 08/09 and I’m having to send extra money to buy my dog what I was supposed to receive with my order. Absolutely appalling.
August 28, 2026
Unprompted review
Reply from Pet Supermarket
Hello Lia,
Thank you for your feedback.
We sincerely apologise for the inconvenience and frustration caused by your recent order. We completely understand how disappointing it must be to receive most of your monthly dog food but then find that the dental sticks were missing, particularly as you had paid for next-day delivery and have now had to spend additional money to purchase them elsewhere.
We are also very sorry that you have experienced difficulty getting through to our Customer Service team and have not received a response as quickly as you expected. We appreciate that, having already waited since 28th August, this has only added to your frustration.
We would really like the opportunity to investigate what has happened with the missing dental sticks and arrange the appropriate resolution for you. Could you please contact us directly at sales@pet-supermarket.co.uk or 020 8089 3880, quoting your order number? This will allow us to locate your order and look into the missing item with the relevant team.
We sincerely apologise again for the inconvenience caused and for the lack of communication you have experienced. We completely understand your disappointment and would appreciate the opportunity to investigate this further and put matters right for you.
Kind regards,
Nicole
Pet Supermarket
AVOID.
Order was placed with a 2-5 working day delivery timeline. My money was taken immediately at checkout, but 2 weeks later, my order hasn't even been dispatched.
Have contacted customer services multiple times and all I have received are generic copy-paste messages about issues due to a "warehouse move".
This is the last straw for me following a series of issues I've had with Pet Supermarket. In a previous incident earlier this year, my order had not arrived after 2 weeks despite receiving an email from Pet Supermarket confirming my package had been handed to the courier. When I contacted the courier, they provided evidence that they had never received the package and when I raise this with Pet Supermarket, they simply cancelled my order with no explanation and offered me no compensation.
September 6, 2026
Unprompted review
Reply from Pet Supermarket
Hello,
We sincerely apologise for the frustration and disappointment caused by your experiences with Pet Supermarket. We completely understand why you feel let down, particularly as this is not the first issue you have experienced with your orders.
Unfortunately, our recent warehouse move has caused significant operational disruption, which has affected order processing and dispatch times. We are very sorry that your current order has not been dispatched within the expected 2–5 working day timeframe and, most importantly, that the communication you have received has not provided the level of information or reassurance you should reasonably expect.
We also sincerely apologise for the previous delivery issue you experienced. We appreciate how frustrating it must have been to be advised that your order had been handed to the courier, only to subsequently be informed that the courier had not received the parcel. We understand that the resolution provided at the time left you disappointed.
We would really appreciate the opportunity to review your current order, as well as the previous issues you have experienced, in more detail and ensure that everything has been investigated appropriately.
If you would like us to look into this further, please contact our Customer Service team directly at sales@pet-supermarket.co.uk or 020 8089 3880, quoting your order details. We can then review the circumstances surrounding your orders and provide you with a more specific response.
We sincerely apologise again for the inconvenience, frustration and lack of communication you have experienced. We completely understand your disappointment and appreciate you bringing these concerns to our attention.
Kind regards,
Nicole
Pet Supermarket
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