I’ve been a loyal customer for years, until now. It’s been a week, no delivery and the website is still showing that my order is unfulfilled. Price wise my Eden order is the same as other provid... See more
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Review summary
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*19th March 2026 update - I have added 2 stars to my 1 star review. Perhaps slightly out of pity given the barrage of negative reviews but also because I have received a full refund now from Juras... See more
Came back to this company having had a poor experience previously. However, things hadn’t improved. Placed order 21st December- website banner stated still ordering and delivering over the festive per... See more
Company replied
I’ve been ordering online for about 2 years with no issues, but part of my order from January 7th didn’t arrive. I emailed on the day, chased again and have rung every day leaving messages but haven’... See more
Company details
Written by the company
Jurassic Bark Online, originally rooted in Littleport, Cambridgeshire, has grown to become one of the most popular pet supplies stores in the UK. We provide food and accessories for cats, dogs, small animals, exotic pets, and aquatic creatures. Our extensive range includes pet food, tags, leads, collars, and hygiene and veterinary products. At Jurassic Bark Online, we offer unbeatable prices without compromising on quality, ensuring top-notch pet food and exceptional customer service.
Contact info
Saint John's Way 12, PE38 0QQ, Downham Market, United Kingdom
- info@jurassicbark-online.co.uk
- jurassicbark-online.co.uk
3.4
Average
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 23% of negative reviews
Typically replies within 1 week
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Order placed 28 December and still no update on order...
I placed an order on 28 December after checking the stated delivery timeframe of 30 December–1 January, which was the main reason I chose to order through Jurassic Bark rather than directly from Eden, especially as the price was slightly cheaper with a discount code.
As of 2 January, I have received no updates beyond the original order confirmation. Attempting to track the order simply redirects back to the confirmation page stating I’ll receive an email when the order is ready, which has not happened. I emailed on 2 January and received an automated response advising that email replies are now taking up to 72 hours, and I have been unable to reach anyone by phone.
This is particularly stressful as the food ordered, Eden 80/20 Puppy Cuisine, is not stocked in local pet shops, and ordering directly from Eden at this point would still mean delivery after we run out. We have a four month old puppy with a very sensitive stomach, so what are we expected to do as sudden food changes are not an option and it's not like we left it until the last minute.
After trying to leave a review, I noticed on Trustpilot that many other customers have reported similar experiences over the past few months, which is really disappointing. I have seen mentions that delays may be due to illness within the family and while I genuinely wish them well, the website should be updated with realistic lead times and customers should be proactively contacted when orders cannot be fulfilled as promised.
At this point, I do not know how I am meant to cancel the order or receive a refund due to the lack of communication, and I may have to contact my bank to recover the payment if this continues.
Sadly, based on this experience, I would not recommend ordering unless communication and fulfilment improve significantly.
January 3, 2026
Unprompted review
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DO NOT ORDER FROM THEM
DO NOT ORDER FROM THEM. No updates, no order, no response to emails or phone calls. Have they gone bust?
December 17, 2025
Unprompted review
Shocking
Shocking
I placed an order online 3 days ago, i have not received any information regarding the delivery is on its way. The company does not respond to emais or answer the phone. It is very frustrating. I will contact my credit card company to say you have not fulfilled the orders!
December 11, 2025
Unprompted review
Looks like a scam
This company looks like a scam. I haven’t got any updates about my order which I placed online a week ago. The only way to contact them is by e-mail, but they don't respond. Their social media messengers just refer you to email automatically. Refund is also not eligible! So I lost about £100 to scammers…Shame on you!
December 3, 2025
Unprompted review
Very very disappointing!
Very very disappointing!
We've been loyal customers for little over a year now, and these past few months have been awful,
It states on the website that food will be dispatched within 3-4 working days...we ordered our food on the 28th November, it is now 7th December and still no food.
This is the 4th month in a row where weve not recieved the dogs food WITHOUT trying to chase it up.
We understand there are some family illnesses and staffing issues, this i can empathise with, however, your website should amend the dispatch days to accommodate this.
The most recent order we recieved, our bag was completely split!
This'll be the last order we will recieve, and sadly we will be buying their food elsewhere.
December 7, 2025
Unprompted review
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Received incomplete order
Received incomplete order , they are not replying to my emails, no notification was given about this . I will go to trading standards if I do not hear back from you by end of day today as I have taken screen shots of your website still allowing orders to be placed for the items I’m missing
November 25, 2025
Unprompted review
Genuine company
Have used this company for several years with no problem. However, due to Eden Dog food not being able to supply stockists for a number of weeks I needed to cancel my order as I had to change brand. This stock problem was out of Jurassic Barks hands and the issue lies with Eden.
I had a problem initially getting a response to my request to cancel but this has now been done and payment refunded.
Unfortunately, the delay from Jurassic was due to health issues and I wish them well.
I hope others who have put on a negative review amend their experience when resolved.
November 17, 2025
Unprompted review
Reply from Jurassic Bark
Hi there,
Thank you so much for updating your review, we really appreciate your kindness and understanding.
We’re grateful for your support over the years, and it truly means a lot that you took the time to revise your feedback after we were able to explain what had happened. The supply issue with Eden was completely out of our hands, but we know the communication delay on Friday was frustrating, and we’re genuinely thankful for your patience and for your well wishes while we worked through the health-related issues on our end.
Your thoughtful words really do make a difference, and we’re delighted to hear you’ve been happy with us over the years. We look forward to continuing to support you in the future.
Best regards,
Josh & The Jurassic Bark Team
I would give zero stars but that…
I would give zero stars but that doesn’t appear to be an option. I ordered dog food on 4th November which should have been next day delivery but still waiting 10 days later with no update . I have emailed them on 2 occasions and left a voicemail with no response at all. They were quick to take payment but haven’t delivered the goods.
November 4, 2025
Unprompted review
Reply from Jurassic Bark
Hi there,
I’m really sorry for the experience you’ve had, waiting this long with no updates is incredibly frustrating, and you’re absolutely right to feel disappointed. Please accept our sincere apologies.
The product you ordered (Eden Semi-Moist) was unfortunately out of stock with the supplier for several weeks due to a manufacturing issue. We added a pop-up notice to all affected product pages, but we understand these can sometimes be missed. To help avoid situations like this in the future, we’ll also make sure to email customers directly when an item is delayed at the supplier.
Stock was finally received on Monday, and your order has now been dispatched for next-day delivery. You should receive your parcel today via DPD, along with the tracking information.
Regarding the lack of communication on Friday, we’re very sorry, both members of our customer service team were unexpectedly out of the office due to health issues: one with an ongoing condition and the other requiring an urgent hospital visit. This is absolutely not our usual level of service, and we understand how it added to your frustration.
Thank you for your patience, and again, we’re truly sorry for the inconvenience caused. If there’s anything more we can do to help, please don’t hesitate to reach out.
Kind regards,
Josh & The Jurassic Bark Team
I have made and paid for an order
I have made and paid for an order. I can get no reply from phone calls and messages left. No reply from emails sent.
November 14, 2025
Unprompted review
Reply from Jurassic Bark
Hi there,
I’m really sorry to hear about the experience you’ve had, we completely understand how frustrating it is to feel like you’re not getting any updates, and we sincerely apologise for the inconvenience.
The product you ordered (Eden Semi-Moist) was unfortunately out of stock with the supplier for several weeks due to a manufacturing issue. We added a pop-up notification to all affected product pages, but we appreciate that these can sometimes be missed. Going forward, we’ll also make sure to email customers directly in situations like this to help prevent similar frustrations.
Your parcel was shipped yesterday, so you should already have received your tracking details from DPD. Delivery should follow shortly.
Thank you again for your patience, and we’re truly sorry for the lack of communication, we’re working on improving this. If there’s anything else we can help with, please don’t hesitate to get in touch.
Kind regards,
Josh & The Jurassic Bark Team
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Avoid avoid avoid,
Avoid avoid avoid,
Placed order on 21st October, 24th October order dispatched. No shipment confirmation etc. I sent emails, messages via what’s app, left phone messages (no one answers phone/gets back to you). On day 8 still waiting for response from Jurassic Bark, sent another email stating I was asking my bank to proceed with refund due to Jurassic Bark being unresponsive.I had to purchase dog food from another retailer due to their incompetence not fulfilling my order. I did receive email from Jurassic Bark who apologised but stated they were having supplier issues. (I checked reviews & supplier issues went back to April this year). Jurassic Bark appears to be having significant issues concerning meeting customer orders, they were once good now extremely poor. Shambolic company. Due to stress & agro experienced I will never purchase from Jurassic Bark again!!!
October 28, 2025
Unprompted review
Reply from Jurassic Bark
Hi Joy,
We’re truly sorry for the experience you had with us and for the delay in getting back to you here. We completely understand your disappointment and frustration, especially after the lack of communication and the inconvenience caused.
Since your review, we’ve been in touch directly and have issued a full refund for your order. We do, however, still want to offer our sincere apologies publicly. Over the past few months, we’ve faced a combination of unexpected challenges, including losing access to our website, supplier issues and staffing shortages due to family illnesses. As a small team of just five people, these issues unfortunately had a bigger impact on our service than we ever intended.
These aren’t excuses, just an honest explanation for why our usual standards slipped. We’re truly sorry that this situation led to frustration and caused you to lose confidence in us.
We’re now focused on getting things firmly back on track, improving our systems, communication, and customer response times to ensure this doesn’t happen again. Thank you for your past support and for taking the time to share your feedback, it really does help us do better.
Kind regards,
Josh & The Jurassic Bark Team
Sad to say won’t be able to use again
Sad to say won’t be able to use again. Issue with an order a few weeks back - major delay and poor communication!
Placed another order on 27th October. Item lost (dog food) by their courier. No reply to emails or phone message. Very disappointing customer service. Would like a refund. Such a shame as used to be great!
October 27, 2025
Unprompted review
Reply from Jurassic Bark
Hi Jane,
We’re so sorry for the experience you had with us and for the delay in getting back to you here. We completely understand how frustrating this must have been, especially after being a long-time customer and experiencing delays and poor communication.
Since your review, we’ve been in touch directly and issued a full refund for your order. We still wanted to take the opportunity to apologise publicly, as we’re genuinely sorry for how things unfolded.
Over the past few months, we’ve faced some unexpected challenges, including losing access to our website and staffing shortages due to family illnesses. As a small team of just five people, these issues unfortunately had a much greater impact than we ever anticipated.
These aren’t excuses, just an honest explanation for why our usual standards slipped. We’re truly sorry for the disruption, the lack of communication, and for letting you down.
We’re now focused on improving our systems and communication to ensure this doesn’t happen again. Thank you so much for your past support and understanding, it really does mean a great deal to all of us here.
Kind regards,
Josh & The Jurassic Bark Team
Good company gone bad.
We have been customers for a few years, orders always dispatched promptly and never had any issues. Until now. Ordered 10 days ago and no shipment yet, sent an email last week - no response. Followed up WhatsApp - no response. Called today - no one is picking up the phone. This is the last order we'll ever place as not worth the hassle and delays. If not shipped in a few days, we'll have to report it as fraud with our bank as big bag of dog food is not cheap. Very disappointed. Reading other reviews it seems that many loyal customers are having the same issues these days.
October 21, 2025
Unprompted review
Reply from Jurassic Bark
Hi Evie,
We’re so sorry for the poor experience you had with us and for the delay in responding here. We completely understand your frustration, especially after being such a loyal customer for so long.
Since your review, we’ve been in touch and issued a full refund for your order, but we still wanted to take the opportunity to apologise publicly. Over the past few months, we’ve faced several unexpected challenges, including losing access to our website and staffing shortages due to family illnesses. As a small team of just five people, these issues unfortunately had a much greater impact than we’d ever want.
These aren’t excuses, just an honest explanation of why our usual standards slipped. We’re truly sorry for the disruption and for letting you down.
We’re now working hard to ensure this doesn’t happen again and to rebuild the trust of our valued customers. Thank you for your past support and understanding, it really does mean a lot to a small business like ours.
Kind regards,
Josh & The Jurassic Bark Team
Free delivery arrived day later on Saturday
Free delivery and competitive price. And I didn't have to drive 19 miles to collect it
October 25, 2025
Unprompted review
Reply from Jurassic Bark
Hi Phillippe,
Thank you so much for your kind review! We’re thrilled to hear that you found our prices competitive and enjoyed the convenience of delivery, saving a 19-mile trip is always a win!
We really appreciate your support and hope to make your future orders just as easy.
Kind regards,
Josh & The Jurassic Bark Team
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Really friendly and efficient customer…
Really friendly and efficient customer service, stocking a wide range of food. Very glad I came across their site!
September 26, 2025
Reply from Jurassic Bark
Hi Claire,
Thank you so much for your lovely review! We’re really happy to hear you’ve had such a positive experience with our customer service and range of food.
As a small team, feedback like this truly means the world to us, we’re so glad you found us and look forward to seeing you again soon!
Kind regards,
Josh & The Jurassic Bark Team
Not in stock
Website says in stock with next day delivery.
Phone up after waiting 24 hours for a dispatch email and it’s not in stock.
Shame.
October 14, 2025
Unprompted review
Reply from Jurassic Bark
Hi Liam,
Thank you for your feedback. We’re really sorry for the confusion and frustration caused by the stock and dispatch issues. We completely understand how disappointing it must be to expect next-day delivery and then experience a delay.
We’re a small team and occasionally face stock challenges with our suppliers, but we are working hard to improve communication and make our stock levels clearer on the website.
We truly appreciate your patience and hope to provide a smoother experience for you in the future.
Kind regards,
Josh & The Jurassic Bark Team
No communication, stolen my money.
No communication, £100 worth of dog food not dispatched in over a week, can't get a hold of anyone at the company to get a refund, absolutely shocking service.
October 9, 2025
Unprompted review
Reply from Jurassic Bark
Hi CJ really sorry you have had a problem, could you please give me your order number or name and I will look into this
Good provider but bad communication
Bought from them for a long time and always get what I order.
Only 4 stars as they took 4 working days days to ship it after my order. When I chased they also took 4 working days to reply by which point the food had arrived.
They have typically been very good and I can stand a little delay on sending the food but emails taking that long is quite disappointing for any company in this day and age.
October 6, 2025
Unprompted review
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Always arrived in a couple of days when…
Always arrived in a couple of days when you ordered
September 26, 2025
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