The first time I ordered from Back to the Pets and I am impressed. Product arrived quickly and well packaged. My daughter will take delivery of a King Charles puppy in a few weeks, so I ordere... See more
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Have not received my order. Still showing as not yet shipped. Have emailed them twice and used their contact form twice with no response from either. Things do go wrong and that’s OK but communic... See more
Absolutely great service! Ordered my dog his regular food but needed a bigger bag (cost effective) we got free delivery so no more running out as it didn’t take long to have the delivery! Highly recom... See more
I would have given 5 stars if there wasn't an issue that arose Part of my order was missing, however once I made them aware the problem has been sorted quickly and the missing part is going to be with... See more
Company details
Written by the company
Back to the Pets is one of the UK's leading suppliers of pet food and pet supplies. Free delivery on all orders over £50.00. Flexible payment options such as Clearpay, and Klarna are available at checkout to spread the cost of your purchase.
Contact info
71-75 Shelton Street, Covent Garden, WC2H 9JQ, London, United Kingdom
- 020 8064 1482
- hello@backtothepets.co.uk
- backtothepets.com
3.6
Average
40 reviews
Replied to 33% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Delivered on time and all very…
Delivered on time and all very helpful.Will be ordering again.
November 5, 2025
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The first time I ordered from Back to…
The first time I ordered from Back to the Pets and I am impressed. Product arrived quickly and well packaged.
My daughter will take delivery of a King Charles puppy in a few weeks, so I ordered a donut bed for Rufus.
I am looking to buy a suitable Kong for a puppy and a couple of interesting toys, I’m hoping I can buy from the same place.
Back to the Pets, well done and thank you.
October 16, 2025
Wrong product sent
Wrong product sent, ordered concentrated product and was sent a ready to use - not what was advertised on the website.
Awaiting a reply regarding my complaint.
July 30, 2025
Got half my order and other items…
Got half my order and other items weren’t delivered. Emailed company and no reply. Still not received the goods or a refund. Took two weeks for half of the order to arrive. Poor poor service and won’t be using this company again. Please stay clear of this company.
July 15, 2025
Reply from Back to the Pets
Hi Daniel,
Thanks for leaving the review, albeit slightly harsh, as we've not had any contact with you.
First, I'd like to apologise that you haven't received your full order, and that only part of your order arrived much later than it should have. We'll look into this straight away. (As the full order was shipped to you)
Secondly,
I have checked for any communication from you and haven't received an email or a live chat from you. (We have the live chat option open 10 AM-5:30 PM to avoid any reviews like this.)
Regarding an email, how did you send this? - Was it via our contact form? On our 'Contact Us' page?
https://backtothepets.co.uk/pages/contact-us
Or via the email address listed on there? hello@backtothepets.co.uk.
If it wasn't sent via any of the methods above, the chances are it wouldn't reach us.
To note, if you responded to an email that we've sent to you automatically for any order updates, these won't reach our inbox, as these are 'No-Reply' emails.
If you'd like an update on your order, please reach out via one of the methods above so we can assist you.
Apologies for the inconvenience this has caused you.
Regards,
Jamie
Back to the Pets.
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A happy customer
Very pleased with my order which was well packed and delivered within the timescale as promised. The ordering process was simple and quick. also, good value.
June 9, 2025
Have not received my order
Have not received my order. Still showing as not yet shipped.
Have emailed them twice and used their contact form twice with no response from either.
Things do go wrong and that’s OK but communication is required here and have heard absolutely nothing from them.
I would not recommend ordering from this company.
May 27, 2025
Unprompted review
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Did not receive my goods and didn't…
Did not receive my goods and didn't reply too my email terrible service
February 13, 2025
Reply from Back to the Pets
Hi Geo,
Thanks for the 1* review, albeit slightly harsh as we did respond to you, but never received a response. (So there could be a possibility that your email provider has sent it to your junk folder)
We reply to all emails within 24 hours of receiving them, and on this occasion, we did so within 12 hours of your email reaching our inbox.
You emailed/chatted on 15th February and we followed up with an email on the 16th advising that DPD had lost your original order and that we are not due any further stock until mid/late March. (I asked if you would prefer a refund or if you were willing to wait for a replacement)
Can you please email us at hello@backtothepets.co.uk to let us know whether you'd like a refund for your order or if you'd like to wait for the stock to arrive? We can then make the necessary arrangements.
We can only apologise for the inconvenience this has caused you, it was truly not our intention to do so.
Regards,
Jamie
Back to the Pets.
Good service will use again
January 22, 2025
A Name to Remember Quality and Service.
My first purchase with this business having been badly let down by another so to find a place where I can buy with confidence certainly earns five stars. From the first contact and order placed to the actual delivery I can only report excellent, Always kept up to date with the process of the order and delivery expectation and I would have no hesitation in recommending to others.
January 6, 2025
Early delivery and friendly service
January 3, 2025
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i think your company is excellent…
i think your company is excellent however dpd not so good i am still awaiting delivery
August 5, 2024
Good prices and great fees back off…
Good prices and great fees back off staff thank you
March 25, 2024
Great customer service and quick…
Great customer service and quick delivery. Will definately use again.
January 10, 2024
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Great Dog Collars
Great Dog Collars
I’m so happy the collars are great quality and look very comfortable- when they arrived I did think that they’d be to big but they fit perfectly.
Very happy with the easy ordering and swift delivery service
Thank you 😊
December 20, 2023
Very quick delivery
December 15, 2023
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