Not entirely satisfied with the quality or the way the cat litter is packaged. How on earth do the packing people get such a big bag of cat litter into such a small box !!! AND,the quality of the ca... See more
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Review summary
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Reviews shaping this summary
Easy to order and good delivery time. My only comment would be the courier knocked on my door, I said I was coming to get the package (having put my dogs behind closed doors, only to find he had left... See more
Company replied
Frustrating. Second time in a row product out of stock so subscription delivery delayed and had to purchase elsewhere, Then receiving no further update until an advisory that it’s on its way and being... See more
Company replied
since i had a repeat order there has been a price drop on my dogs food, i have not been given this price drop why not, i will not use repeat order again this is not showing loyalty to customers
Company replied
Company details
Written by the company
Pet Supermarket is powered by over 20 years of pet industry expertise. Launched by vets, Pet Supermarket is setting a new standard in pet care, tailored to the personalised needs of every cat and dog, from vet-powered plans to targeted nutrition.
Contact info
Fetch! Retail Limited, Unit 1, Paramount House Gelderd Road, Birstall, Batley, , WF17 9QD, United Kingdom
- 020 8089 3880
- sales@pet-supermarket.co.uk
- www.pet-supermarket.co.uk
3.1
Average
127K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 60% of negative reviews
Typically replies within 48 hours
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Large bags of Chappie
Easy to order quick delivery ,but was unhappy that one of the bags was burst so had to buy another container to put it in
August 14, 2026
Unprompted review
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Do not buy from these guys.
Do not buy from these guys.
Order from Pet Supermarket never arrived. All their online fulfilment information is wrong. No phone support available. Online chat only possible with verification code. Except they do not send a verification code. Prices quoted ex-vat (er... who doesn't pay VAT). Terrible retailer. Avoid
UPDATE A WEEK LATER
They have place this 'fake concern' letter below. So I thought I'd update you a week later. No information. No ability to get customer service to react. Now saying that they might have lost the order. Do NOT BUY here. They will take your money and not deliver. My impression is if you find one of their outlets it is OK. But they do not have a delivery service. They try and blame everything on DHL. Believe you me. When you buy, just be prepared to spend 20 hours trying to chase the delivery. AVOID, AVOID, AVOID
August 19, 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for your feedback.
We’re sincerely sorry to hear about your experience and completely understand your frustration, particularly as your order did not arrive and you experienced difficulties when trying to contact our Customer Care team.
We’re also sorry to hear that you had issues accessing our online chat and that you were unable to receive the verification code. We appreciate how frustrating this would have been when you were already trying to resolve an issue with your delivery.
We would really like the opportunity to look into what happened with your order and address your concerns directly. Please contact us with your order details, and our team will investigate the delivery and any other issues you experienced.
Phone: 020 8089 3880 — Monday to Friday, 8:00am–12:00pm
Email: Sales@pet-supermarket.co.uk
We apologise again for the inconvenience and disappointment caused, and we appreciate you taking the time to share your feedback.
Kind regards,
Nicole
Pet Supermarket
Long delivery time with no notification…
Long delivery time with no notification on late delivery
August 19, 2026
Unprompted review
Reply from Pet Supermarket
Hello Clint,
Thank you for your feedback.
We’re sincerely sorry to hear about the delay with your delivery and, in particular, that you were not notified that your order had been affected.
Unfortunately, we have recently moved warehouse, and this has caused some disruption to our operations and resulted in delays to the dispatch of some orders. We completely understand how frustrating it is to be left waiting without a clear update, and we apologise for the inconvenience caused.
We would really appreciate the opportunity to look into your specific order and see what information we can provide. Please contact us directly with your order details, and our Customer Care team will be happy to investigate this further.
Phone: 020 8089 3880 — Monday to Friday, 8:00am–12:00pm
Email: sales@pet-supermarket.co.uk
We sincerely apologise again and appreciate you taking the time to share your feedback.
Kind regards,
Nicole
Pet Supermarket
ordered a week ago still not arrived…
ordered a week ago still not arrived was renal dog food so i needed it in 2 days as per the website. tried to call no rely tired to email 4 times no reply and no refund !!! will be calling my bank
August 12, 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for your feedback.
We’re sincerely sorry to hear about the delay with your order and the difficulty you’ve experienced trying to contact us, particularly as the order was for renal dog food and you were relying on the delivery within the advertised timeframe.
Unfortunately, we have recently experienced an increase in orders alongside a warehouse move, which has resulted in delays to the dispatch of some orders. Where possible, we have been trying to contact customers whose orders are affected to advise them of potential delays, and we apologise if you did not receive an update in your case.
We’re also very sorry that you were unable to reach us by phone or receive a response to your emails. We completely understand how frustrating and concerning this must have been.
We would really appreciate the opportunity to take a closer look at what has happened with your order and investigate this for you. Please contact us directly with your order details using the details below, and our Customer Care team will be happy to assist:
Phone: 020 8089 3880 — Monday to Friday, 8:00am–12:00pm
Email: sales@pet-supermarket.co.uk
We sincerely apologise again for the inconvenience and frustration caused and hope we can resolve this for you.
Kind regards,
Nicole
Pet Supermarket
Never ordering from this company ever…
Never ordering from this company ever again! I’ve had a we have your order since the 12th nothing else, and as for customer services, well that’s non existent! All you get is a generic email i thought id at least have it by today, but no! No contact whatsoever, unless you call a generic email customer support, I’m actually ready to contact my bank & report as a scam & I’m being serious
August 12, 2026
Unprompted review
Reply from Pet Supermarket
Hello Shellie,
Thank you for your feedback.
We’re sincerely sorry for the delay in dispatching your order and completely understand why you’re frustrated, particularly as you placed your order on the 12th and had not received a clear update.
Unfortunately, we are currently experiencing some delays with dispatching orders due to a recent warehouse move and an influx of orders. Where possible, we have been contacting customers whose orders may be affected to advise them of potential delays, but we apologise if the communication you received felt too generic or did not provide the reassurance you needed.
We have reviewed your order and can confirm that it was dispatched yesterday. We’re sorry that this information was not communicated to you sooner and appreciate how concerning it is when you have been waiting without a clear update.
We completely understand your comments regarding Customer Care and sincerely apologise that you feel you have not received the level of support you expected.
We hope that now your order has been dispatched, it reaches you shortly, and we’re sorry again for the inconvenience, frustration and concern caused.
Kind regards,
Nicole
Pet Supermarket
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Simple to order and delivered in 2…
Simple to order and delivered in 2 days.
Very pleased woth efficiency
August 12, 2026
Unprompted review
SHODDY
SHODDY. Second time ordering and ridiculous delays. Poor customer service communications. All round rubbish - would avoid. Will never use again. Poor stock availability too.
August 18, 2026
Unprompted review
Reply from Pet Supermarket
Hello Alex,
Thank you for your feedback.
We’re sincerely sorry to hear about your experience and apologise for the delays and poor communication you’ve encountered, particularly as this is the second time you’ve ordered with us.
Unfortunately, we have recently moved warehouse and experienced an influx of orders, which has resulted in delays to the dispatch of some orders. We completely understand how frustrating this is, especially when you are expecting your order within the usual timeframe.
Where possible, we have been contacting customers whose orders are affected to advise them of the delay. We apologise if you did not receive an update in your case and appreciate that this has added to your frustration.
We’re also sorry to hear your concerns regarding stock availability. Where possible, we work hard to keep products available, but stock can sometimes be affected by supply and demand.
We’d really appreciate the opportunity to look into your experience further. If you’re willing to contact us directly with your order details, our Customer Care team will be happy to investigate this for you.
Phone: 020 8089 3880 — Monday to Friday, 8:00am–12:00pm
Email: Sales@pet-supermarket.co.uk
We sincerely apologise for the disappointment caused and appreciate you taking the time to share your feedback.
Kind regards,
Nicole
Pet Supermarket
Everything was great from start to…
Everything was great from start to finish
Good communication ..very quick delivery ..brilliant staff at Pet Supermarket
August 11, 2026
Unprompted review
Have been using Pet Supermarket for…
Have been using Pet Supermarket for quite a while and found them very good, the internet site is easy to use to manage your orders I have find the prices are very competitive and will be using them ag9
August 7, 2026
Unprompted review
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Generally poor on all levels
Stock levels poor, rarely have enough especially on discounted items. Slow dispatch and delivery, poor/no response from emails. There are cheaper and better companies to order from so why bother with these?
August 8, 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for your feedback.
We’re sorry to hear that your experience has been disappointing, particularly regarding stock availability, dispatch times and communication. We completely understand how frustrating it can be when an item you’re looking for is unavailable, especially when it is part of a promotion.
Where possible, we do work hard to keep our products in stock and available to customers, but availability can sometimes be affected by supply and demand, meaning certain products can sell through more quickly than anticipated. We appreciate that this can be frustrating and apologise when we’re unable to fulfil your expectations.
We’d really appreciate the opportunity to look into your concerns further, particularly regarding your recent orders and communication. If you could please contact our Pet Supermarket Customer Care team directly with your order details, we’ll be happy to investigate this for you.
Phone: 020 8089 3880 — Monday to Friday, 8:00am–12:00pm
Emial: Sales@pet-supermarket.co.uk
We sincerely apologise for the inconvenience caused and appreciate you taking the time to share your feedback.
Kind regards,
Nicole
Pet Supermarket
I paid for next day delivery which ordered before 2pm. 48hours later still not been sent out. .
I paid for next day delivery which states will arrive next day if ordered before 2pm.
Which I paid extra for.
it been 2 days now and the product still hasn’t been sent out they gave me tracking number with dhl, but dhl haven’t received it after 48 hours now.
This is terrible for pets as if you run out of food and relying on there delivery monthly it can be late and you will be out of food for your loved pets
Don’t recommend.
August 13, 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for your feedback.
We're sincerely sorry to hear about your experience and completely understand your frustration. We appreciate how important reliable delivery is when you're ordering essential food for your pets, particularly when you've paid extra for next-day delivery and are expecting your order to arrive within the advertised timeframe.
We're also sorry that the DHL tracking has not yet updated to show the parcel as received. We'd really like the opportunity to investigate what has happened with your order and the delay in dispatch.
If you could please contact our Pet Supermarket Customer Care team directly with your order details, we'll be happy to review this further.
You can reach us on 020 8089 3880, Monday to Friday, 8:00am–12:00pm, or by email at sales@pet-supermarket.co.uk.
We sincerely apologise for the inconvenience and disappointment caused and hope we're able to resolve this for you as quickly as possible.
Kind regards,
Nicole
Pet Supermarket
Delivery is constantly late or non…
Delivery is constantly late or non existent, and packing turns up battered, though the actual food seems fine. I have had to chase the status of my delivery multiple times and often had to go and buy food elsewhere because it has taken so long to get to me.
August 15, 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for your feedback.
We're really sorry to hear about your repeated experiences with late deliveries and damaged packaging. We completely understand how frustrating and stressful this must be, particularly when you're relying on us for your pet's food and have had to make alternative purchases because your orders have not arrived when expected.
While we're pleased to hear that the food itself has arrived in good condition, we appreciate that this does not make up for the inconvenience caused by the delays, having to repeatedly chase your orders, and parcels arriving battered.
We'd really like the opportunity to look into this for you and investigate what may be causing these ongoing issues. If you could please contact our Pet Supermarket Customer Care team directly with your order details, we'll be happy to review this further.
You can reach us on 020 8089 3880, Monday to Friday, 8:00am–12:00pm, or by email at sales@pet-supermarket.co.uk.
We sincerely apologise for the inconvenience you've experienced and appreciate you taking the time to share your feedback. We hope we're able to investigate this properly and improve your experience with us going forward.
Kind regards,
Nicole
Pet Supermarket
Terrible company
Absolute garbage this company, happy to take your money and not even dispatch the stuff! Ordered beginning of this week and still no dispatch, or notification or anything. Honestly if your having problems distributing stuff, then you should seize sales till you have have your logistics sorted, extremely poor company full of excuses, I wont be using again!
August 7, 2026
Unprompted review
Reply from Pet Supermarket
Hello Josh,
Thank you for your feedback.
We're sincerely sorry for the delay and completely understand your frustration. We appreciate how disappointing it is to place an order, have payment taken, and then receive no dispatch update within the expected timeframe.
Unfortunately, some orders are currently being affected by delays to dispatch due to a recent warehouse move and an influx of orders. Our team are working hard to process and dispatch affected orders as quickly as possible.
Where possible, we have been reaching out to customers by email to advise them when their orders are experiencing delays. We sincerely apologise if you did not receive an update in this instance.
We would really appreciate the opportunity to look into your order and resolve this for you. Please contact our Pet Supermarket Customer Care team directly with your order details so we can investigate what has happened.
Phone: 020 8089 3880 — Monday to Friday, 8:00am–12:00pm
Email: Sales@pet-supermarket.co.uk
We sincerely apologise again for the inconvenience and disappointment caused, and we appreciate you taking the time to share your feedback.
Kind regards,
Nicole
Pet Supermarket
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Order was cancelled after 2 weeks of not turning up!
I wish this could be no stars because 1 star is more than this company deserve. I ordered on the 31st July and it said that I would receive a dispatch email within 3 working days. Fast forward to 5 working days and I contacted customer service who took 3 days to come back to me to say there's a stock shortage in the warehouse and can confirm that my order will be with my courier soon. 4 more days after that and I get a notification to say that my order has been cancelled due to stock shortages. What an absolutely disgusting and useless service!
July 31, 2026
Unprompted review
Reply from Pet Supermarket
Hello Toni,
Thank you for your feedback.
We're very sorry to hear about your experience and sincerely apologise for the significant delay and the frustration caused.
We completely understand how disappointing it must have been to wait for your order, contact our Customer Care team for an update, and then receive notification several days later that the order had been cancelled due to stock availability.
We also apologise that it took longer than expected for us to respond to your enquiry. We understand that timely communication is especially important when an order is already delayed.
We are working hard with our warehouse team to improve stock accuracy, reduce delays and return to our normal service as soon as possible.
We're truly sorry that on this occasion we fell short of the level of service you expected, and we appreciate you taking the time to share your feedback.
Kind regards,
Nicole
Pet Supermarket
Need a trial pack of renal food…
Need a trial pack of renal food urgently , days later still nit dispatched just endless excuses by email . Have had to purchase elsewhere now so hoping I can get a refund more promptly than for filling my order . Would not recommend this company .
August 6, 2026
Unprompted review
Reply from Pet Supermarket
Hello Ann,
Thank you for your feedback.
We're very sorry for the delay with your order and completely understand your frustration, particularly as you needed the renal food urgently and have had to purchase elsewhere.
Unfortunately, due to a recent warehouse move and an increase in orders, we have experienced delays in dispatching some orders. We sincerely apologise that this has affected your order and that the updates you received did not provide the resolution you needed.
Where an order is not dispatched within the advised timeframe, we are trying to send notifications where possible to keep customers informed of any delays. We appreciate that receiving notifications about a delay does not make the situation any less frustrating, especially when an item is needed urgently.
We are working hard to clear the current delays and hope to return to normal operations shortly.
We apologise again for the inconvenience and disappointment caused.
Kind regards,
Nicole
Pet Supermarket
Not great
Not great. 1 week later still no delivery so I have requested my money back today. Customer services closed at midday which is less than helpful so all in all not a happy customer. I won’t be using this firm again.
August 12, 2026
Unprompted review
Reply from Pet Supermarket
Hello Jan,
Thank you for your feedback.
We're very sorry to hear about your experience and sincerely apologise for the delay and frustration caused.
We can confirm that your order was dispatched, but unfortunately, it did not reach the courier's depot. We appreciate how disappointing this is, particularly after waiting a week for your delivery.
Unfortunately, once an order has been dispatched, issues before it reaches the courier's depot are outside of our direct control. However, as soon as we were made aware of the issue, we acted promptly and refunded your order.
We're also sorry that our telephone lines being closed from midday was inconvenient. While our phone lines are closed after this time, our Customer Care team can still be contacted by email or via our live chat, so customers can continue to get in touch with us outside of our telephone opening hours.
We sincerely apologise again that we were unable to provide the service you expected and regret the disappointment caused.
Kind regards,
Nicole
Pet Supermarket
Easy to order
Easy to order and kept well informed of delivery date and time, also good value for money 👍
August 4, 2026
Unprompted review
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Ordered my dogs food on the 5th was…
Ordered my dogs food on the 5th was told 2-3 working days. On day 3 (the day I'm expecting my order) I get an email saying it's not been dispatched yet. I have emailed 4 times to cancle the order as I had to go elsewhere and not one reply. Still no delivery, no refund and no contact. Customer service is appalling. Definitely do not recommend.
August 5, 2026
Unprompted review
Reply from Pet Supermarket
Hello Shel,
Thank you for your feedback.
We're very sorry to hear about your experience and sincerely apologise for the delay in dispatching your order and for the lack of communication regarding your cancellation requests.
We completely understand how frustrating this must have been, particularly when you needed the food for your dog and had to make alternative arrangements.
We'd really like the opportunity to look into what happened and see if we can resolve this for you. Please contact our Customer Care team directly at sales@pet-supermarket.co.uk or on 020 8089 3880 (Monday to Friday, 8am–12pm), quoting your order details, and we'll be happy to investigate this further.
We sincerely apologise again for the inconvenience and disappointment caused.
Kind regards,
Nicole
Pet Supermarket
Still haven’t received it after a week
Still haven’t received it after a week. DHL keep making excuses and no one is bothered
August 3, 2026
Unprompted review
Reply from Pet Supermarket
Hello Janet,
Thank you for your feedback.
We’re very sorry for the delay and completely understand your frustration.
We have contacted DHL to further investigate the delivery and work towards getting this resolved as quickly as possible. We have also contacted you directly to provide an update and advise you on the next steps.
We sincerely apologise for the inconvenience caused and appreciate your patience and understanding while we work to resolve this for you.
If you have any further questions or require any additional assistance, please don’t hesitate to contact our Customer Care team at sales@pet-supermarket.co.uk.
Kind regards,
Nicole
Pet Supermarket
Always good to deal with
Always good to deal with, great products, great prices and very quick at getting your order delivered to your door. I'm always confident to get what I ordered at a very competitive price and accompanied by a speedy delivery.
July 6, 2026
Unprompted review
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