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
Company replied
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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
Company replied
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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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
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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
I have been ordering my cat food from…
I have been ordering my cat food from them for years. Happy with the service, prices and availability. Lots of choice to choose from.
Customer service always helpful too and delivery is very quick too.
June 8, 2026
Unprompted review
Reply from Bitiba
Dear Marta,
Thank you so much for your continued loyalty over the years!
I’m delighted to hear you’re happy with our range, prices and customer service—it really means a lot.
Here’s to many more smooth orders ahead!
Team bitiba
Excellent service
Excellent service been using them a long time changed the prices lately but still good value on some things , quick postage
June 7, 2026
Unprompted review
Reply from Bitiba
Hello Sandra,
Thanks for sharing your experience—it’s great to know you’ve been with us for so long!
I’m pleased you still find good value and enjoy our quick delivery.
We truly appreciate your continued support.
Team bitiba
Excellent food both wet and dried
Excellent food both wet and dried all our 6 dogs love it we use the lukullus and the Purizon and various treats. Customer service is always very helpful and sorts any issues immediately, thank you
June 6, 2026
Unprompted review
Reply from Bitiba
Hi Gaynor,
What a joy to read—six happy dogs says it all! I’m so pleased you’re enjoying Lukullus, Purizon and the treats, and that our customer service has been there when needed.
Thanks for your lovely feedback!
Team bitiba
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Don't rely on fast dispatch!
Have been a subscription customer for around 18 months.
Bitiba are competitively priced and really good at deducting funds and processing my order on the right day but I have had to chase pretty much every order to get them to dispatch the goods.
Currently 1 week after deducting funds and the goods are yet to be dispatched, with no communication on why there might be a delay.
I have had to shorten the time between orders to cater for their inneficiency to ensure my dogs don't go hungry!
June 5, 2026
Unprompted review
Reply from Bitiba
Hi Andrew,
Thank you for taking the time to share your experience with us. I’m really sorry to hear about the repeated delays you’ve encountered, especially as a long-standing subscription customer — I can fully understand how frustrating it must be to rely on regular deliveries and then have to chase each order. I would also like to apologise for the slow acknowledgement of your review here.
I’ve checked based on the information available here, but unfortunately I wasn’t able to locate your account in our system. As Trustpilot is a public platform, we’re not able to access or discuss personal order details safely here. If you could kindly get in touch with our customer care team via https://www.bitiba.co.uk/contact_form/, or follow up on any existing communication, and reference your review, I’d really appreciate it — this will allow us to investigate your subscription orders properly, understand what’s causing the dispatch delays, and make sure this is addressed going forward.
Thank you again for bringing this to our attention — I truly hope we can improve your experience moving forward.
Team bitiba
Have been using bitiba for nearly 4 yrs…
Have been using bitiba for nearly 4 yrs now and never had a problem with them but over the last 3 months the communication and delivery has been appalling so much so that I cancelled my subscription with them. Having a £10 voucher to use I thought I would order and use before finding another supplier...what a mistake, order with a delivery date of the 4th...today...nothing and on enquiring where the order was and why the tracking number was not recognised by DHL I was informed it hadn't even been given to DHL yet. Dhl has just emailed me to say they finally have the parcel but won't be delivering it's until next Monday....I run out of dog food after tomorrow so will have 4 very hungry dogs !!!... So I will have to make a trip into town and buy dog food now...I am so disgusted, certainly WON'T be using them again.
June 4, 2026
Unprompted review
Reply from Bitiba
Hi Sally,
Thank you very much for taking the time to share your feedback, and please accept my sincere apologies for the slow acknowledgement here.
I’m truly sorry to read how disappointing your recent experiences have been, especially after being a loyal customer for nearly four years. I completely understand how frustrating and stressful that must be, particularly when you’re relying on us for something as essential as food for your dogs.
As I have been able to locate your details in our system, please rest assured that we will follow this up with you directly via our official channels. This will allow us to look into exactly what went wrong with your recent order and the communication around it, and to address this with the attention it deserves.
Thank you again for bringing this to our attention, Sally — I’m genuinely sorry for the inconvenience caused, and we’ll do our best to restore your trust.
Team bitiba
Brilliant company
Brilliant company. Sometimes things go missing but they always replace them swiftly. Huge range of quality cat and dog food you can't buy elsewhere.
June 1, 2026
Unprompted review
Reply from Bitiba
Hello Sarah,
Thank you for your kind words! I’m glad our team has been able to resolve the occasional issue quickly—your satisfaction is really important to us.
Great to hear you’re enjoying the range too!
Team bitiba
damaged goods
my order arrived damaged and in response to my complaint they very quickly made a refund
May 25, 2026
Unprompted review
Reply from Bitiba
Hi Liz,
Thank you for your feedback, and I’m sorry your order arrived damaged. I’m really pleased to hear the issue was resolved quickly with a refund—that’s exactly what we aim for when things don’t go as planned.
Team bitiba
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Great company, competitive prices and quick delivery
I’m quite a new customer to Bitiba, they were recommended to be by my son. From what I’ve ordered so far, I’ve found that Bitiba have competitive prices and super speedy delivery. Any issues are dealt with very quickly. I would highly recommend Bitiba to anyone.
May 29, 2026
Unprompted review
Reply from Bitiba
Hi Mrs Walden,
Welcome to bitiba—and thank you for such a lovely review!
I’m so pleased your son’s recommendation led you to us and that you’ve had a great start with competitive prices and speedy delivery.
We truly appreciate the recommendation!
Team bitiba
Disgraceful and not fit for purpose.
Disgraceful and not fit for purpose.
I mean, it's an online retailer.... the only purpose is to send online orders to its customers, but they are not going to fulfill orders.
This is the 2nd time I ordered from them consequently and I never received the order, it always comes back to the warehouse.
Customer service lies as well.
I asked for a refund , they sent me a replacement without my consent, and guess what? The replacement is " running late". Yeah back to the warehouse!!!
I will never order from them again. These issues have been going on for a while.
June 1, 2026
Unprompted review
Reply from Bitiba
Hi Sara,
Thank you for taking the time to share your experience — I’m really sorry to read how frustrating this has been for you.
What concerns me most is what you’ve described regarding the replacement being issued without your consent, alongside the impression that you were not given clear or honest support. That’s certainly not the level of service we aim to provide, and I regret that this has been your experience with us.
Unfortunately, I wasn’t able to locate your account details based on the information shared here, and for privacy reasons I’m unable to investigate your case directly on Trustpilot. If you could please contact our Customer Care team via https://www.bitiba.co.uk/contact_form/, or follow up on existing communication with the team, and reference your review, we will prioritise your case and work towards a clear resolution.
I’m truly sorry again for the inconvenience caused, and I appreciate you bringing this to our attention, and we very much look forward to regaining your trust.
Team bitiba
Prompt and efficient service
Prompt and efficient service. Great choice of items. Best choice for pet products and reliable delivery.
May 22, 2026
Unprompted review
Reply from Bitiba
Thank you for such a positive note, William!
I’m really pleased to hear everything arrived promptly and that you’re enjoying the range we offer. It means a lot that you trust us for your pet essentials.
Team bitiba
Always great to deal with--great…
Always great to deal with--great prices--good communication-- quick delivery-- cannot be faulted
June 1, 2026
Unprompted review
Reply from Bitiba
What a fantastic review to read—thank you, Peter! I’m so glad you’ve had consistently smooth experiences with our prices, communication and delivery. Your continued support truly means a great deal.
Team bitiba
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Good price
Good price , order arrived on time. Easy site to use good to compare value.
May 22, 2026
Unprompted review
Reply from Bitiba
Thank you for your kind feedback! It’s great to know you found the site easy to use and that your order arrived right on time. We’re delighted you’re getting good value with us.
Team bitiba
Great Experience
Great stocklist, fast dispatch, discounts after repeat purchases. They've always been reliable for me.
May 31, 2026
Unprompted review
Reply from Bitiba
Hi Dan,
Really appreciate you sharing your experience! It’s brilliant to hear you’ve found us reliable over time and are enjoying the range and repeat discounts. Thanks for sticking with us!
Team bitiba
Five star for all
Great service speedy delivery and always great prices.
May 19, 2026
Unprompted review
Reply from Bitiba
Thank you for the five stars, Michele! I’m so pleased we’ve been able to deliver great service, fast delivery and competitive prices for you.
Your support doesn’t go unnoticed.
Team bitiba
Great prices and fast delivery
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 need with super fast delivery, typically 2-3days.
May 29, 2026
Unprompted review
Reply from Bitiba
Mr and Mrs Speers,
Thanks so much for your lovely feedback! It’s great to hear we’re helping you save on essentials for your cats while still providing fast delivery and a wide selection. We truly appreciate your loyalty.
Team bitiba
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Good company
Good company, products are reasonably priced and despatched quickly. Also kept well informed.
May 11, 2026
Unprompted review
Reply from Bitiba
Thanks for sharing such kind feedback, Christine!
I’m really pleased to hear that you found our prices fair, the delivery quick and the updates helpful along the way.
Knowing everything went smoothly for you truly means a lot, and I appreciate you taking the time to spread the word.
Team bitiba
Great Bitiba Customer Service
Been a Bitiba customer for a few years now for my cat and they do a great variety of food, toys and beds for pets. Subscription service is reliable, efficient and reduces cost. A great company who treats their customers well with good communication, offers and support. Recommended.
May 15, 2026
Unprompted review
Reply from Bitiba
It’s lovely to read this, Sarah — thank you for sticking with bitiba over the years.
I’m really glad the subscription service and range for your cat have made life a little easier (and better value too).
Hearing that our communication and support stand out means a lot to me.
Thanks for recommending us and for your continued trust.
Team bitiba
Reply from Bitiba
So pleased to hear this, Valerie.
Prompt delivery and products you’re happy with are exactly what I aim for, so it’s great to know we’re getting it right for you.
Thanks for taking a moment to share your experience.
Team bitiba
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