Superpet Limited Reviews 

802
TrustScore 4 out of 5

3.9

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Review summary

Created with AI, based on recent reviews

Evaluating 77 reviews, reviewers had a great experience with this company. Customers frequently praise the fast and reliable delivery service, often noting items arrive quickly and on time. Many people appreciate the good quality products and excellent value offered, with the ordering process described as easy and efficient. Consumers consistently report receiving friendly and helpful service, making their overall experience positive. However, some reviewers were not happy with the customer service, describing interactions as unhelpful, abrasive, or rude, with requests for refunds or assistance often ignored. A few other people also felt that delivery could be delayed or incomplete, and some received faulty, incorrect, or old products. Additionally, packaging issues were occasionally noted, with items arriving damaged or poorly secured.

What people talk about most

Delivery service

Customers had ambiguous experiences with delivery service, with many praising fast and free delivery, often... See more

Product

Consumers find product quality and accuracy to be ambiguous, with many praising the value, quality, and... See more

Order

Users describe ambiguous interactions with order, with some finding the ordering process easy and deliveries... See more

Service

Clients share ambiguous opinions on service, with many reviewers consistently praising the excellent,... See more

Customer service

People report negative experiences with customer service, often describing it as appalling, slow, and... See more

Reviews shaping this summary

Rated 4 out of 5 stars

Fab and easy to order, delivery was quick but unfortunately my cat wouldn’t eat the hepatic food I purchased. Was worth a try for an aging cat with liver issues though

Rated 4 out of 5 stars

It's a good product and the birds can't get enough of them. My only concern was the poor packaging and I was very surprised, as was the postie, that it arrived intact.

Rated 3 out of 5 stars

Products are good and especially reasonably priced in larger 5kg quantities. However I made the mistake of trying a subscription, which (so they say) can be cancelled after 3 purchases. However I foun... See more

Company replied

Rated 5 out of 5 stars

Thank you for the swift supply and I was even more pleased that it was delivered by Lee in Alresford via Royal Mail. I thought it was going to be Parcel Force and I was concerned how I was going to b... See more


Company details

  1. Pet Store

Written by the company

Superpet Ltd opened its first shop in 1982 in New Milton. A family run business with a wealth of knowledge and experience. As the retail market has changed to become more online so has Superpet Limited, creating our Amazon and Ebay shops that now sell all over the world.


Contact info

3.9

Great

TrustScore 4 out of 5

802 reviews

5-star
4-star
3-star
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1-star

Asks customers to review

This company invites their customers to review, whether positive or negative

Replied to 86% of negative reviews

Typically replies within 24 hours

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3.9

All reviews

(802)

75 reviews in the last 12 months

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Rated 2 out of 5 stars

Didn't receive the correct item nor will I

I ordered the Kong Dodo toy for my dog that is on the website still available, when my order came I received a different toy (Kong cozie medium, a monkey which is cheaper than what I ordered). I specifically made my order here because I've been searching for the dodo everywhere (my dog loves this toy and his has now broken), I contacted the team and I was told they had no stock and it had likely been discontinued. Why is it still on the website as in stock avaliable to purchase (still!) and why wasn't my order cancelled and refunded in that case as my order solely contained the dodo toy. I asked for a refund or my actual order and they've offered a refund if I return, they did offer a prepaid return label for the toy I did receive (hence 2 stars and not 1) but I really shouldn't have to take time out to return something I didn't order when they knew they didn't have the stock when I ordered. Disappointed in how this was handled, won't be ordering again as I can't be sure I'll get what I ordered.

November 15, 2024
Unprompted review
Superpet Limited logo

Reply from Superpet Limited

Hi Kelly,

We deeply regret the inconvenience caused by this issue.

After more than 20 years of selling online and processing over a million orders, we have realised that online consumers prefer not to have items cancelled or refunded. We carefully analyse each order, and particularly with dog toys, we have found that most customers would prefer a carefully selected replacement item rather than nothing at all.

We understand that in your case, you were not satisfied with our selection, which is why we offered a free return and collection for a full refund. We see that this has not been completed yet.

As a small independent business stocking thousands of items, it can be challenging to stay on top of all stock and supplier catalogue updates. However, we strive to be proactive in addressing any issues that arise. We sincerely apologise that your order was affected in this instance, and we have since removed the item from sale.

We hope to have the opportunity to make this right and regain your trust in our service.

Warm regards,

Superpet Limited

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Rated 4 out of 5 stars

Ordered Friday; delivered Monday.

I placed my order on Friday and it was delivered on Monday morning: first-class service.

Unfortunately, the calciworms were rejected by my local hedgehogs for two nights while they continued to tuck in to calciworms bought from my local garden centre. 🤷‍♂️

I’m pleased to report that now they seem to have overcome whatever was holding them back!!!

October 26, 2024
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Rated 5 out of 5 stars

Best price, fast delivery

Ordered for the first time, Calciworms to feed hedgehogs. They are excellent quality at the most competitive price and delivery was super fast. I will order again without hesitation.

October 25, 2024
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Rated 5 out of 5 stars

Great company offering a range of pet food

Great range of products at reasonable prices. Great quality too! Deliverey can sometimes be slow, but not always and it is free. Great that they have a loyalty scheme, especially when you are spending a lot of money on pet food!

October 31, 2024
Unprompted review
Rated 5 out of 5 stars

Superpet's subscription service is fab

I've been using Superpet's subscription service for 6months now for my elder dogs' joint support supplement. It always arrives on time and is a great price. Can't fault the service at all, really pleased with how easy it makes it to make sure I keep on top of remembering to give my dog the supplement he needs

October 27, 2024
Unprompted review
Rated 5 out of 5 stars

Faultless

I have been buying my specialist dog food for my German Shepherd, from Superpet for a while now and I have nothing but positive comments. I am disabled and Harvey has Crohns so being able to order and receive reliable deliveries on time for him, especially as it isn’t available in a lot of places, even if I could get out, is of paramount importance to me. You’ve never let me down and the food is well packaged, delivered by a reliable courier and I always receive updates about when it is arriving. I wish more companies worked as seamlessly as you. Thank you 🐾🐾

October 14, 2024
Unprompted review
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Rated 5 out of 5 stars

Brilliant company to use

Brilliant company to use, ordering from the website is easy, everything clear to search for and find. Fast delivery. Always use Superpet for my pet supplies.

October 6, 2024
Unprompted review

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