Really pleased I found this store online. Good range of products. Purchased items online. Excellent service all round and fast shipping. Really pleased with the service. I'll definitely return to shop... See more
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Absolutely love this pet shop! The staff is incredibly knowledgeable and friendly—they truly care about animals and go above and beyond to help. The store is always clean, well-organized, and stocked... See more
Company replied
I was looking for somewhere new to buy my dog‘s favourite food toppers. The usual website charges £6 for delivery unless you spend 50 quid which frankly I couldn’t afford. I found this website which h... See more
Company replied
I was disappointed with PetVilla's online customer service. I purchased two boxes of Ziwi cat food, but my cat won't eat it at all. Even though I was just 5 days past their 14-day return policy and ha... See more
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Company details
Written by the company
Welcome to Pets Villa, the UK’s premier destination for pet owners who demand the very best for their furry, feathered, and scaled companions. Established in 2021 in the heart of Birmingham, Pets Villa began its journey as a dedicated local pet shop on Hurst Street. Driven by a deep-seated passion for animal welfare and a commitment to quality, we have rapidly evolved into a leading national online retailer, complemented by our flagship store in Birmingham City Centre at the Arcadian Centre. At Pets Villa, we believe that pets aren't just animals—they are family. This philosophy is at the core of everything we do. Our curated selection features over 10,000 high-quality products, ranging from essential daily nutrition and specialised diets (including premium brands like Orijen, Acana, and Ziwi Peak) to creative toys, stylish accessories, and professional grooming supplies. Whether you are looking for grain-free treats for a sensitive pup or a favourite new climbing frame for your cat, we provide a "one-stop shop" experience that combines fun, innovation, and necessity. Beyond our extensive product range, we offer professional in-store grooming services and local delivery within Birmingham, ensuring your pets look and feel their best. Our team consists of genuine pet enthusiasts who provide expert guidance, exceptional customer service, and a welcoming community for all owners. Shop with confidence at Pets Villa, where we combine the personal touch of a local boutique with the efficiency and variety of a major online retailer. Join our "Paw Points" loyalty programme today and experience why thousands of UK pet owners trust us for their pets' daily needs. We are committed to organising the best possible care for your companions, delivered straight to your door.
Contact info
United Kingdom
- info@petsvilla.co.uk
- petsvilla.co.uk
4.2
Great
45 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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See how their reviews and ratings are sourced, scored, and moderated.
Great!
Really pleased I found this store online. Good range of products. Purchased items online. Excellent service all round and fast shipping. Really pleased with the service. I'll definitely return to shop here again. Highly recommend
March 24, 2026
Unprompted review
Reply from Pets Villa
Hi Rebecca,
Thank you so much for your kind words! We’re delighted to hear you had such a positive experience with both our product range and service. It’s great to know your order arrived quickly and met your expectations. We truly appreciate your recommendation and look forward to welcoming you back again soon!
Take care.🐾
Pets Villa Team
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I had my Persian cat Bonnie groomed…
I had my Persian cat Bonnie groomed today and she had the Teddy lion cut. She’s full of energy again and bouncing around. I would 100% recommend Kobie.
December 28, 2025
Unprompted review
Reply from Pets Villa
Dear Elizabeth,
Thank you so much for your kind words! 🐾 We’re thrilled that Bonnie loves her Teddy Lion cut and is feeling so energetic. It was a pleasure grooming her, and we really appreciate your recommendation!
We can’t wait to see her again.
Warm regards,
Pets Villa Team
No issues
I was looking for somewhere new to buy my dog‘s favourite food toppers. The usual website charges £6 for delivery unless you spend 50 quid which frankly I couldn’t afford. I found this website which had a £30 threshold and much cheaper delivery anyway. I was a bit wary about using them as I always am with new websites but I didn’t have anything to worry about. The order arrived incredibly quickly – I think it was the day after I placed it – no issues at all. Recommended.
November 22, 2025
Unprompted review
Reply from Pets Villa
Hi Jammy Emma,
Thank you so much for taking the time to share your experience! We’re really glad you found us and that our lower delivery threshold made things a bit easier. It’s completely understandable to be cautious with a new website, so we’re especially happy to hear your order arrived quickly and without any issues.
We really appreciate the recommendation, and we hope your dog enjoys their favourite food toppers! 🐾
Warm regards,
Pets Villa Team
My Persian chinchilla has been assisted…
My Persian chinchilla has been assisted with a full grooming at Pets Villa, she is a fussy one😻a little diva ,they were carefully adjusted to her needs and provided the best outcome.
Personally give them a 5 star ⭐️ .
Thank you
Regards,
Mitzulina 😸
August 22, 2025
Unprompted review
Reply from Pets Villa
Dear Mitzulina, 😺
Thank you so much for your lovely review! We're absolutely delighted to hear that your Persian chinchilla enjoyed her grooming session with us. We always have a soft spot for little divas like her! 💅🐾
Our team takes great care in adjusting to each pet’s unique personality and needs, so it’s wonderful to know that you noticed and appreciated that effort. Your 5-star rating truly means the world to us!
We look forward to pampering her again soon. 🐱✨
Warm regards,
Pets Villa Team
My go-to pet company!
I've been ordering from PetsVilla for a while, the community there is welcoming and supportive. I've had constant kindness with my cats sickness, the live stream host - Mags, is beyond caring and has created one of the sweetest communities I've been apart of. Apart from the amazing community and caring host, the food and quality has being astronomical. The advice given surrounding feeding pets and the nutritional information relating to feeding is very helpful and appreciated. The deliveries come perfectly wrapped and in a safe manner, the one time and item was out of stock I was told in advance and got to pick a substitute and was given a free cat toy which was very sweet and thoughtful. I highly recommend this place to anyone. I order from their tiktok shop usually and theres always next day dispatch which I find is very rare now days. My orders typically arrive within 2-3 days. Cannot recommend this shop enough. It's amazing, my go to for my fur babies.
August 14, 2025
Reply from Pets Villa
Dear Kelly,
Thank you so much for this beautiful review; it truly means the world to us. We're so happy to hear that you've felt welcomed and supported by the Pets Villa community, and that Mags has been able to make such a positive impact. She puts so much love and care into what she does, and your words will mean everything to her.
We’re also thrilled that the quality of our products, the advice provided, and the delivery experience have all lived up to your expectations. We always strive to be thoughtful and transparent, so we’re glad the out-of-stock situation was handled in a way that felt fair and kind.
Thank you for trusting us with your fur babies and for making us your go-to shop, it’s customers like you who make everything we do so rewarding.
We look forward to serving you again soon! 🐾💛
Pets Villa Team
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Love this pet shop
Love this pet shop! The online service is fast and reliable, and the team is always so helpful with any questions. Great experience every time!
July 10, 2025
Unprompted review
Reply from Pets Villa
Dear Nadeen,
Thank you so much for your five-star review and kind words! We're thrilled to hear you’ve had such a great experience with our online service and team. Your support means the world to us. We look forward to helping you again soon! 🐾💛
Kind regards,
Pets Villa Team
Excellent customer service
Excellent customer service, helpful and friendly and sorted my query out immediately. Got everything I needed for my fur baby. Easy to find and reasonable prices.Thank you
July 16, 2025
Unprompted review
Reply from Pets Villa
Thank you so much for your lovely review! We're really glad to hear that our team was able to help and that you found everything you needed for your fur baby. It's great to know you had a smooth experience with us, and we truly appreciate your kind words. We hope to see you again soon! 🐶🐾
Kind regards,
Pets Villa Team
Absolutely love this pet shop
Absolutely love this pet shop! The staff is incredibly knowledgeable and friendly—they truly care about animals and go above and beyond to help. The store is always clean, well-organized, and stocked with high-quality food, toys, and supplies. I’ve brought my pets here for years and have always had a great experience. Highly recommend to any pet owner looking for a trusted place for their furry (or feathered!) family members.
July 1, 2025
Unprompted review
Reply from Pets Villa
Dear Miss Ballintine,
Thank you so much for your five-star review and kind words! We're absolutely thrilled to hear how happy you are with our store and team. It means a lot to know that our passion for animals and commitment to great service have made a difference for you and your pets over the years. We truly appreciate your continued support and look forward to welcoming you (and your furry or feathered family members!) again soon. 🐾💚
Kind regards,
Pets Villa Team
Constantly out of stock
Constantly out of stock, unprofessional. You are seller so ok if it happens once, but even after subscription there is over 7 day delay and no idea when I will get my order. Of course, my money was charged on time👌
May 29, 2025
Unprompted review
Reply from Pets Villa
Dear Martha,
Thank you for your feedback, and we're truly sorry to hear that you felt it necessary to leave a negative review.
As we’ve explained, we completely understand that this situation has been far from ideal, and we genuinely regret the inconvenience caused. Unfortunately, the delay in fulfilling your order was outside of our control.
It’s unfortunate that our offer to swap the items and arrange same-day delivery was not suitable for you. We did our best to keep you informed throughout the process, and we sincerely regret that we were unable to meet your expectations on this occasion.
Please be assured that we always act with the best intentions. We put our customers—and their pets—at the heart of everything we do, and it’s disappointing for us too when things don’t go to plan.
Kind regards,
Pets Villa Team
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Amazing Customer Service
Amazing customer service, such a refreshing change. Will be our go to site now for all pet related bits.
May 15, 2025
Unprompted review
Reply from Pets Villa
Dear Jamie,
Thank you for your 5-star review.
We’re delighted to hear you were impressed with the customer service at our Birmingham store. Your feedback means a lot to us, and we’ll be sure to pass your kind words on to the team.
We hope you're enjoying browsing our website for more treats for your furry friend.
Thanks again for shopping with us — we look forward to welcoming you back soon!
Kind regards,
Pets Villa Team
Would definitely recommend!
I've ordered from Petsvilla a few times now and never had any issues with the orders. There was one time where I had a subscription for a new type of food, but my dog didn’t like it. I got in touch with customer service to cancel it and change the flavour, and they were absolutely lovely – really helpful and quick to sort it all out for me. Would definitely recommend!
January 31, 2025
Unprompted review
Reply from Pets Villa
Hi,
Thank you for your 5-star review. It is great to hear you are enjoying our subscription service. Thank you also for your kind words about our customer service team. We strive to provide the best service possible, and it's rewarding to hear that we were helpful.
Thank you for shopping with us.
Kind regards,
Pets Villa Team
I’m so happy with how fast my order…
I’m so happy with how fast my order arrived! The packaging was secure, and the products were in perfect condition. My cat is obsessed with her new scratching post!
March 15, 2025
Reply from Pets Villa
Dear Oliver,
Thank you for sharing your experience with us and your 5-star rating! It is great to hear you are happy with our service and that your cat loves its scratching post.
Thank you for shopping with us.
Kind regards,
Pets Villa Team
This store has an incredible selection…
This store has an incredible selection of pet products! I found everything I needed in one place, from food to toys to grooming supplies. It’s my go-to shop now!
March 6, 2025
Reply from Pets Villa
Dear Hunter,
Thank you for taking the time to leave us a 5-star review. It’s great to hear you’ve found us as a one-stop shop for your furry friend.
Thank you for shopping with us.
Kind regards,
Pets Villa Team
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Fast shipping
Ordered Tuesday, got my package Thursday. Everything was there and well packed. No damage at all. Plus the driver was nice enough to put it behind my bin since I wasn't home.
March 15, 2025
Unprompted review
Reply from Pets Villa
Dear Lester,
Thank you so much for the 5-star review! We're thrilled to hear your order arrived quickly and the courier service was good.
Thank you for shopping with us.
Take care.
Kind regards,
Pets Villa Team
Avoid at all costs
Had a technical issue where a faulty checkout system removed my door number. This has happened before with other retailers using the same tech stack, but since I live in a flat complex where parcels go to the main concierge, it’s never been an issue until now.
After the courier returned my parcel due to an "incomplete address," I contacted Pets Villa, expecting a reasonable resolution. Instead, I was met with a rude, unhelpful, and robotic customer service rep who refused to look into the issue. They kept copying and pasting a response about how I had "agreed" to pay if my address was wrong even though I submitted the correct address in full at checkout.
Rather than acknowledging their mistake, they held my order hostage, demanding I pay for reshipping. When I refused because it was their fault, not mine they sat on my money for a week before issuing a partial refund with a random lower amount. No explanation, no apology, just blatant scamming.
To make matters worse, I question whether this company is even real. Many of the glowing reviews reference products they don’t even sell.
Save yourself the headache. Shop elsewhere. This company is, unprofessional, and will physically keep your money and you will get nothing in return.
March 6, 2025
Unprompted review
Reply from Pets Villa
Dear Kirsten,
Thanks for sharing your feedback. We aim to treat our customers fairly and consistently, following our online terms and conditions. We’re sorry your experience didn’t match your expectations.
In accordance with our online terms and conditions 'Once an order is placed, our processing department works swiftly to ensure prompt delivery. Regrettably, we are unable to accommodate changes or cancellations once an order has been submitted'.
We also added an extra tick box online at our checkout, which confirms 'Details such as order contents, customer name and addresses cannot be adjusted after the order is submitted.'
Please be assured we strive to ensure a seamless experience for our valued customers and will take appropriate action to resolve any issues that may arise.
Kind regards,
Pets Villa Team
Dishonest company
Dishonest company. Ordered wrong dog food in error (advised company but they still sent out the item). Advised the company that I had no need for it as my dog doesn't eat it and would be returning it for a refund.
Package arrived and it was sent straight back without opening the box the dog food came in or inspecting the contents. Petsvilla emails to say one of the bags of dog food had been opened on both sides. As I didn't open the box the dog food was delivered in and sent back unopened this could only mean either:
1. the dog food bag was sent in that state by the company,
2. they damaged it themselves when opening the box on receiving it back,
3. they disingenuously opened it themselves.
Either way they have refused to refund claiming I opened the bag (why would I do this, I didn't want it in the first place and my dog doesn't eat it?), so I have opened a credit card dispute with my credit card company which I hope will refund my money.
This is possibly the worst company I have ever had the displeasure of dealing with and one that is happy to bare face lie to its customers.
If you want to be cheated and lied to out of your hard earned cash shop at Petsvilla. If you value decency and honesty seek a reputable company.
February 26, 2025
Unprompted review
Reply from Pets Villa
Dear Guest,
Thanks for sharing your feedback. We aim to treat our customers fairly and consistently following our online terms and conditions. We are sorry that we did not meet your expectations on this occasion.
Kind regards,
Pets Villa Team
Great experience :)
My order arrived very quickly and well packaged. The items were just as described and have been loved by my cat. Great experience :)
January 6, 2025
Unprompted review
Reply from Pets Villa
Dear Emma,
Thank you so much for the 5-star review! We're thrilled to hear your order arrived quickly and well packaged and that your cat is enjoying the products.
Thank you for shopping with us.
Kind regards,
Pets Villa Team
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Ordered an item on 23rd and still…
Ordered an item on 23rd and still haven’t got it. I have emailed their info email today and will update my review once I receive what I’ve paid for
December 23, 2024
Unprompted review
Reply from Pets Villa
Dear Luke,
We are sorry to learn that there was a delay in the delivery of your parcel and that we did not meet your expectations on this occasion.
Thank you for shopping with us.
Kind regards,
Pets Villa Team
Disappointed with PetVilla
I was disappointed with PetVilla's online customer service. I purchased two boxes of Ziwi cat food, but my cat won't eat it at all. Even though I was just 5 days past their 14-day return policy and had unopened products, the store wouldn't allow an exchange for at least one unopened box. A little flexibility would have been appreciated for such an expensive purchase.
November 26, 2024
Unprompted review
Reply from Pets Villa
Dear Charitomeni,
Thanks for sharing your feedback. We aim to treat our customers fairly and consistently in accordance with our online terms and conditions. We are sorry that we did not meet your expectations on this occasion.
Thank you for shopping with us.
Kind regards,
Pets Villa Team
Products always out of stock.
Not reliable. Their products are always out of stock, and it’s very frustrating that they rarely have the products they sell available. I can’t depend on Pets Villa to order my cats’ food because it’s most likely that they’re out of stock. But on the rare occasion that the products are actually in stock, the delivery is prompt and the products arrive in good condition.
November 25, 2024
Unprompted review
Reply from Pets Villa
Dear Fran,
Thank you for sharing your comments and concerns. We’re sorry to hear about your experience and appreciate your feedback.
We have recently had an issue with our management software in respect of our subscriptions due to an update and we are currently working with the developer to resolve this as soon as possible.
In relation to your preferred products, we have the option to use the ‘Notify when available’ tab on our website to track availability. However, you can also reach out to us at [info@petsvilla.co.uk email], and we can look to check if our procurement team can provide any further information.
Going forward we will strive to improve your experience should you return. Your feedback is greatly appreciated.
Thank you for shopping with us.
Kind regards,
Pets Villa Team
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