Good value for the range of cat food and litter that we use. Prompt delivery with arrival updates also useful. Discounts and free delivery for bulk purchases make them more competitive too. Haven't fo... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Having three cats we look to save money on food and litter. Have used Bitiba for quite some time and find their prices far better than supermarkets and most online platforms. They have everything you... See more
Company replied
I've used Bitiba in the past to order the food for our previous dog; when she passed away Bitiba were so sympathetic and understood my situation. I knew we would eventually have another dog so asked... See more
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Great company, love the app, easy to navigate. Shows previous orders. I tend to order the same stuff so just go to previous orders and select. Good pricing and delivers normally within 3-4 days. Been... See more
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Company details
Written by the company
bitiba - your pet shop with pet supplies and pet products for cats, dog, birds and small animals in the UK. Dog supplies, cat supplies, dog food, cat food, dog chews, cat toys, bird cage, cages.
Contact info
United States
- bitiba.co.uk
4.2
Great
1K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
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Let down badly by Evri
Dispatch was quick but let down badly by the courier Evri. Took 8 days for the parcel to arrive. Had to buy food from shop for my cats. Shopping experience will be better if Evri was not the courier.
June 16, 2026
Unprompted review
Reply from Bitiba
Hi LWLW,
Thank you for taking the time to share your experience. I'm sorry to hear that, although your order was dispatched promptly from our side, the delivery took much longer than expected due to issues with the courier.
Your comments have been noted and will be shared internally, as feedback like yours helps us assess how our delivery partners are performing and where improvements may be needed.
It would be great if we could review your experience in full and make sure that we have not left anything unattended to ensure that the final outcome was the one you were expecting to experience.
Unfortunately, I haven't been able to identify your account from the details available on Trustpilot. As this is a public platform, I'm unable to review or discuss order-specific information here. If you'd like us to look into this further, please contact our customer care team via https://www.bitiba.co.uk/contact_form/. That is really the only way we can investigate the circumstances of your order and assist you directly. If you've already been in touch with support, please feel free to reply to that correspondence instead, and do mention your Trustpilot review so that we can locate and prioritise the case more quickly.
Thank you again for your feedback, and I'm sorry for the disappointment caused by the delivery delay.
Team bitiba
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Reply from Bitiba
Helen, many thanks for your feedback. It’s wonderful to hear you’re enjoying our product range, prices and swift delivery – that’s what we love to deliver for our customers.
Team bitiba
Avoid like the plague
I have had an account with Bitba since 2016 and an account with the related company, Zooplus since 2013. (both are sited on same industrial estate). To date, payments for all orders have been honoured, mainly through Paypal and all orders have been delivered, thus received. In May, I placed a sizeable order as we were going away and I had to stock up on food for animals which were going into boarding accommodation. I had received a good discount offer and decided to off-set it against the order! Oh my word, then this shower became an absolute pain in the proverbial! Despite transacting happily with these two companies for a VERY LONG time, both Paypal and my Credit Card company naturally having pre-verified who I am, Zooplus has tried extracting this additional information from me for most of this week when I used a £10 off voucher combined with the further 3% I get as a result of signing up for year by paying some annual fee. Anway, the invoice amounted to a little over £14. So, I got fed-up, asked them to cancel the order, refund my money and also make a pro-rata refund of the up-front annual payment I made a few months back. Suffice to say, the £14 odd was re-imbursed following cancellation of order but the pro-rata refund has yet to be received despite being requested at least twice! I then tried placing he same order with Bitiba, no discount voucher this time, and in addition added some litter, subscribing to a regular delivery for this. That was paid through my Paypal account yesterday (Some £56). Today Bitiba has started this same nonsense. I have now asked them them to cancel the order and refund my money. Should be interesting to see how long that refund takes!
This is what both these related companies are now insisting upon: " We kindly ask you to provide a copy of a valid ID document showing your full name and date of birth so we can complete this step. Please attach the ID document as a file to your reply and do not copy or paste the document or its details into the body of the email." In all my years of using on-line platforms for buying anything, other than property, no one else has ever asked for this additional and unnecessary information, information which a pet food company Most Certainly DOES NOT NEED! What difference could having my full details , including D.O.B. have? Simply a fishing exercise to analyse and sell on my data which could lead to phishing issues and the compromise of my data! When I complained saying that they never ever even mentioned a 1st name when contacting me, either just "Bitiba Team" or "Zooplus Team", finally, a Nina Laurent contacted me (yesterday from Zooplus and today from Bitiba) with the aforementioned excerpt. Well, I don't need to contract with them going forward, rather support British owned businesses, and WILL NOT be providing them with yet further personal and confidential information!
June 19, 2026
Unprompted review
Reply from Bitiba
Hi C,
Thank you for taking the time to share such detailed feedback, and please accept my apologies for the very late acknowledgement of your review.
I am genuinely sorry to read about the frustration this situation has caused, particularly after many years of shopping with us.
Please allow me to reassure you that requests for identity verification are not made for marketing purposes or to obtain personal information for sale to third parties. These checks are sometimes required as part of our security and fraud-prevention processes, which are designed to help protect both our customers and our business. That said, I fully appreciate that being asked to provide documentation can feel cumbersome, and your patience and understanding on this are very much appreciated.
I am also sorry to hear about your concerns regarding the refund of your membership fee and the cancellation of your recent orders. Unfortunately, I haven't been able to locate your account from the information available in this public review. For privacy and security reasons, I am unable to investigate specific account details or discuss them here on Trustpilot.
As we would still like us to review the matter, could I kindly ask you to contact our customer care team via our contact form - https://www.bitiba.co.uk/contact_form/? If you already have an ongoing correspondence with our support team, please feel free to reply to that instead. Either way, mentioning your Trustpilot review is the best way to help us identify and prioritise your case. As Trustpilot is a public platform, that is unfortunately the only way we can properly investigate the details and provide any account-specific assistance.
Thank you again for sharing your experience. Your feedback has been noted and will be passed on to the relevant teams for review.
Team bitiba
Good value for the range of cat food…
Good value for the range of cat food and litter that we use. Prompt delivery with arrival updates also useful. Discounts and free delivery for bulk purchases make them more competitive too. Haven't found better overall value with any other supplier.
June 19, 2026
Unprompted review
Reply from Bitiba
Thank you for such a comprehensive review. I’m really pleased to hear you’re finding value across our range, delivery and pricing – and that we continue to meet your expectations. Your support means a lot to us.
Team bitiba
Dog Weight Loss
Used this product in order for my dog to lose weight.
It worked really well over a prolonged period and she loves it.
Thanks
June 18, 2026
Unprompted review
Reply from Bitiba
hanks for sharing your experience, John. I’m thrilled to hear the product worked so well for your dog and that she enjoys it too – that’s fantastic feedback!
Team bitiba
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Great service as always on my regular…
Great service as always on my regular subscription order. Prices very reasonable compared to others. Fast delivery with updates.
June 5, 2026
Unprompted review
Reply from Bitiba
Thank you for your continued trust in us, Mrs Goslinkg.
I’m so glad your subscription orders are running smoothly and that you’re happy with both pricing and delivery updates.
Team bitiba
Easy site
Easy site, communication brilliant, delivery within a couple of days.
Great company to use.
Thank you
June 3, 2026
Unprompted review
Reply from Bitiba
Debbie, I really appreciate your kind words. It’s great to hear you had such a smooth experience from browsing to delivery – thank you for choosing us!
Team bitiba
Excellent prices and service....A bit…
Excellent prices and service....A bit like Zoo plus....in fact I think it is Zoo plus. Brill anyway.
June 11, 2026
Unprompted review
Reply from Bitiba
Thanks for your feedback, Rob – I really appreciate it! I’m glad you’re enjoying our prices and service, and it’s lovely to hear such positive impressions overall.
Team bitiba
Good range of products at competitive prices....
Good range of products although items I order regularly as occasionally out of stock. Competitive prices, usually quick delivery. Only downside is products come in a huge box which is difficult for me to move into the house. Maybe benefit from splitting into 2 pacels if heavy? However most of the time, the delivery driver will bring it into the house for me if I am at home.
June 10, 2026
Unprompted review
Reply from Bitiba
Thank you for your thoughtful feedback, Barb. I’m pleased you’re happy with our product range and pricing, though I completely understand your concern about parcel size. That’s valuable input and something we’ll certainly take into account.
Team bitiba
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im a long term customer
Ive been ordering from Bitiba for severa years now, buying treats etc for my dog. Their ordering/delivery system is great, prices are very competative and customer services are fab.
June 5, 2026
Unprompted review
Reply from Bitiba
Tricia, thank you for being such a loyal customer over the years. I’m delighted to hear that both our service and pricing continue to meet your expectations – it truly means a lot.
Team bitiba
Excellent price Excellent product…
Excellent price Excellent product really pleased with purchase
June 17, 2026
Unprompted review
Reply from Bitiba
Thanks so much for your review, Sarah. I’m really pleased to hear you’re happy with both the product and the price – that’s exactly what we aim for.
Team bitiba
Fast delivery and good choice of my…
Fast delivery and good choice of my dogs favourite food. Had an issue with some leaking pet food trays that was sorted out very well. The reward points are also good. Can get her some extra treats with them.
June 10, 2026
Unprompted review
Reply from Bitiba
Sue, thank you for your kind review. I’m glad we could resolve the issue quickly for you and that you’re enjoying the range, delivery and reward points too – it’s great to have you with us.
Team bitiba
easy to use
easy to use, my dogs food much cheaper than other place, fast delivery , all good
June 12, 2026
Unprompted review
Reply from Bitiba
Hi Hugh,
Thank you for the lovely feedback! I’m really pleased to hear you’re finding us easy to use and that you’re getting great value on your dog’s food. Fast delivery and happy pups are exactly what we aim for.
Thanks so much for your support!
Team bitiba
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Reply from Bitiba
Hello Stuart,
I truly appreciate you taking the time to share this. It’s great to know our prices and deliveries have been consistent for you—exactly how it should be.
Thanks for sticking with us!
Team bitiba
Great service great product wouldn’t go…
Great service great product wouldn’t go anywhere else.
June 13, 2026
Unprompted review
Reply from Bitiba
Dear Debbie,
That’s fantastic to hear—thank you! Knowing you wouldn’t go anywhere else really means a lot.
I’m delighted you’re enjoying both our service and products.
Team bitiba
Competitively priced, plenty of choice & free delivery!
I love this site, we have an elderly Great Dane & a regular subscription with Bitiba for her 15kg bags of Skinners hypoallergenic, senior dog food. It is usually the most competitive price, delivery is free & using the subscribe & save option we collect online saving stamps. When we have collected enough stamps, that enables us to receive a £16 discount. I have been ordering from them for the last 5 years. Excellent, honest company.
June 1, 2026
Unprompted review
Reply from Bitiba
Hi Fiona,
What a brilliant review—thank you for your continued trust over the past five years! It’s wonderful to hear your Great Dane is well looked after and that you’re getting the most out of our subscribe & save benefits.
Your loyalty truly means a lot.
Team bitiba
Quick delivery. Varied website & competitive prices
Easy to use website which I find competitive for my dog food. There are often offers too which are emailed to me
May 28, 2026
Unprompted review
Reply from Bitiba
Hello Deborah,
Many thanks for your kind words! I’m glad you’re enjoying the website, the value and those handy offers.
It’s great to hear everything is working smoothly for you.
Team bitiba
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Happy with the cost of items available…
Happy with the cost of items available on Bitiba & have a repeat order. Good selection of cat food at a great price however, as been mentioned before, the delivery service has much to be desired, damaged boxes, careless handling of the boxes not only means the actual cardboard boxes are battered or split but the goods inside can be damaged too - sometimes meaning split tins have to be thrown away.
June 1, 2026
Unprompted review
Reply from Bitiba
Hi Pauline,
Thank you for your honest feedback and for staying with us on repeat orders—it’s much appreciated.
I’m really sorry to hear about the issues with damaged boxes and, please, if I can ask you to always get in touch with our customer care team for assistance, that's the only way for us to resolve all hiccups for you.
We’re grateful you highlighted this and hope to keep improving your experience going forward.
Team bitiba
Absolutely appalling service
Absolutely appalling service. Website says delivery 1-2 days. Now day three and the courier doesn't even have the parcel. Excuse after excuse from Bibita and no response to an email asking for a refund. Do not recommend under any circumstances. Clearly have no customer service, as AI led. Owned by Zooplus so that account will be closed too.
June 10, 2026
Unprompted review
Reply from Bitiba
Hi Tim,
Thank you for taking the time to share your experience — I’m really sorry to read this, as I can completely understand how frustrating it is to be promised a 1–2 day delivery and then still be waiting without clear updates.
I’ve been able to locate your details in our system, and, as we’re unable to go into account-specific details here on Trustpilot for privacy reasons, I will make sure that your case is picked up and followed up through our official channels as a priority. Someone from our team will review what has happened with your order, address your refund request, and ensure you receive a clear resolution.
I also want to acknowledge your feedback regarding communication — some of our initial replies are generated by an AI system, designed to offer quick answers to common queries and save you time. I wonder if this may have contributed to the impression that your concerns weren’t being properly addressed. If the automated response doesn’t resolve your issue, replying to it will escalate your case to a human advisor who can assist you directly — and we’re always happy to help.
Thank you again for bringing this to our attention — I genuinely hope we can turn this experience around for you.
Team bitiba
So disappointed in this company
So disappointed in this company! Used them for a while now so joined the subscribe and save but now you have taken my money but my doog food?? Iv phoned you 4 times now and you still dont know where my dog food is! Its over 1 week late now and iv had to get an alternative for my xl dogs! They said 24 hours for a refund its already been over 48 hours. Phoned again gotta wait upto another 5 days for my money! Its a joke 4 times I have contacted you and still no nothing! They dont even know where the parcel is either. Disappointing is an under statement!
June 8, 2026
Unprompted review
Reply from Bitiba
Hi Sophia,
Thank you for taking the time to share your experience — I’m really sorry to hear how frustrating this situation has been for you. I completely understand how stressful it must be to be left without your dog’s food, especially after relying on a subscription service and having to arrange an alternative at short notice.
What surprises me the most is to read that you’ve had to contact our support team multiple times without getting clear answers, as well as the delays around your refund. That’s certainly not the level of service we aim to provide, and I can appreciate why this has led to such a negative impression.
Unfortunately, I wasn’t able to locate your account details based on the information provided here. For privacy reasons, we’re not able to look into or resolve individual cases directly on Trustpilot. However, if you could please get in touch with our customer care team via https://www.bitiba.co.uk/contact_form/, or follow up on previous correspondence, and reference your review, we’ll make sure your case is looked into as a priority.
Thank you again for bringing this to our attention — I truly hope we can turn this experience around for you.
Team bitiba
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