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
Created with AI, based on recent reviews
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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
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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
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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 59% of negative reviews
Typically replies within 48 hours
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Damaged on arrival and no response to email
My order came in two parts. time wise this was as described so no complaints there but the first part was damaged with food spilling out and after an email to report this i am still awaiting a response four days later. the second part had two products wrapped together in brown parcel tape so not impressed there either. disappointing as range and price is good.
June 29, 2026
Unprompted review
Reply from Pet Supermarket
Hello Peter,
Thank you for taking the time to leave your feedback, and we’re sorry to hear about the condition your order arrived in.
We’ve looked into this and unfortunately we can’t see any email from you in our system regarding the damaged items. We completely understand how frustrating this must have been, especially with food spilling from the parcel.
We do not expect items to arrive damaged, as this is not the standard we expect from our deliveries, and we’re sorry that this has happened on this occasion.
So we can get this resolved for you as quickly as possible, could you please contact us directly at sales@pet-supermarket.co.uk and include a short video or clear photos of the damaged items? Once received, we’ll be able to review this properly and look into a resolution for you.
We’re also sorry to hear about how the second parcel was packaged and appreciate you raising this with us. We will pass this feedback on to our warehouse team for review.
Thank you again for bringing this to our attention, and we hope we can put this right for you.
Kind regards,
Nicole
Pet Supermarket
Excellent service
Excellent service. I received my order on time and in perfect condition. My dog enjoys the treats that I buy from you, so I am very happy.
June 29, 2026
Unprompted review
Easy to order
Easy to order. Competitive prices. Prompt and reliable delivery. Many thanks 🙏
June 11, 2026
Unprompted review
2 orders both wrong!
Placed an order twice both times they have wrong.
Won’t refund until they have received the goods back that are collected but you need to be present for a signature 8am-8.00pm! No use if you’re working during the week. Once you have returned the items you then have to wait 2-5 days for a refund. Ordered again and guess what the same outcome wrong again!
Customer service people very professional and proactive. Cannot fault them Nicole has been great. But got 10% discount on next order but unable to use as it’s a subscription so that was a waste of time. Still going through same process of collecting the wrong items. So frustrating.
June 19, 2026
Unprompted review
Reply from Pet Supermarket
Hello Wayne,
Thank you for taking the time to leave your feedback, and I’m really sorry for the ongoing issues you’ve experienced with your orders. I can completely understand how frustrating it must be to receive incorrect items more than once and then have to go through the returns process again.
We’ve raised the issue regarding the wrong product being dispatched, as this may be due to a fault which our team are currently investigating. We want to make sure this is fully looked into to prevent it happening again.
In regard to the collection service, we do apologise that the collection window is 8am–8pm. Unfortunately, this is set by the courier. However, on the day of collection you will receive a more accurate, smaller time slot so you’re not waiting in unnecessarily all day.
With regard to refunds, the 2–5 working day timeframe is due to standard banking processing times, which unfortunately is outside of our control. Once the return has been received and processed, the refund is issued straight away from our side.
We’re also very sorry to hear the discount could not be used on a subscription order — we appreciate how disappointing that is and will ensure this feedback is passed on for review.
We sincerely apologise for the frustration and inconvenience caused.
Kind regards,
Nicole
Pet Supermarket
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Arrived quickly and was well packaged
June 25, 2026
Unprompted review
Fast and efficient service
Wrong order was delivered on Monday, spoke to Natasha who was extremely helpful and efficient. The wrong order was collected on Tuesday and the correct order was delivered on Wednesday. Great job Natasha, thank you.
June 24, 2026
Unprompted review
Frustrating
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 charged after I had already outlaid money elsewhere.
June 19, 2026
Unprompted review
Reply from Pet Supermarket
Hello Judy,
Thank you for taking the time to leave your feedback.
We’re very sorry for the frustration and inconvenience caused by your recent subscription experience, particularly having items go out of stock on more than one occasion.
We completely understand how disappointing it is to be left without clear updates and then have to purchase items elsewhere, only to later receive the delayed delivery and be charged as part of your subscription. This is not the experience we aim to provide, and we apologise for the inconvenience caused.
Where possible, we always aim to keep all items in stock; however, due to supply and demand, this is not always possible. Please be assured that our team work closely with suppliers to get stock back in as quickly as possible.
In situations where an order is delayed and you have needed to purchase a replacement elsewhere, your subscription order can be cancelled if it is no longer required, to prevent it from being sent once stock becomes available.
We appreciate your feedback and your continued support, and we’re sorry again for the disruption caused.
Kind regards,
Nicole
Pet Supermarket
Dog bed arrived safely and on time
Dog bed arrived safely and on time. Very pleased 😃
June 19, 2026
Unprompted review
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The whole process went well and
The whole process went well and the delivery was on time.
June 22, 2026
Unprompted review
Very good service.
June 20, 2026
Unprompted review
It was good seams cheaper than other…
It was good seams cheaper than other web sites. Delivery was disappointing because there was a delay and then it was another 5 days after the original delivery date when it arrived. Also think there maybe some issues on the website as it was being abit odd so may want to check that.
June 24, 2026
Unprompted review
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Happy to recommend
Another great transaction with this company. Large amount of choice of products, competitive prices and quick delivery - highly recommend.
June 24, 2026
Unprompted review
Swift and effective customer service
Swift and effective customer service. A shipping error was quickly corrected. Communication (from Jamie and Natasha) was top class for which they deserve recognition.
June 18, 2026
Unprompted review
Very happy with my order and very…
Very happy with my order and very prompt delivery, and am delighted that they don’t use DHL as their couriers , I have been a regular client of theirs for a long while now and no issues at all .
June 19, 2026
Unprompted review
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Poor service
Poor service. Very slow deliveries and items cancelled after order placed due to item being out of stock but still advertised on website. Do not recommend
June 18, 2026
Unprompted review
Reply from Pet Supermarket
Hello Les,
Thank you for your review.
We are sorry to hear that you were disappointed with your experience.
Unfortunately, on rare occasions, stock discrepancies can occur between our website and warehouse systems, which may result in items being cancelled after an order has been placed. We understand how frustrating this can be and apologise for the inconvenience caused.
We are also sorry that your delivery took longer than expected. We continuously work with our warehouse and courier partners to improve both stock accuracy and delivery performance.
Thank you for taking the time to share your feedback, as it helps us identify areas where we can improve our service.
Warm Regards,
Natasha,
Pet Supermarket.
Courier service - 0/10
Courier service - DHL - pathetic - promised delivery on a specific day...three emails telling me 'it's on its way...' ...then...nothing ...!
Message saying '...sorry we missed you..'..which is laughable, as I am housebound. They say they will leave with an neighbour, anyway, if you are not in...so no delivery even attempted. Cat litter delivery too...absolutely essential. Re-delivery date given as 1 week later ! Pathetic. No number to call pet supermarket. Usual '...email and we'll get back to you.' Not happy,
June 18, 2026
Unprompted review
Reply from Pet Supermarket
Hello David,
Thank you for your review.
We are very sorry to hear about your experience and understand how frustrating this must have been, particularly as the order contained an essential item and you were expecting delivery on the promised date.
We appreciate your comments regarding the communication and delivery service provided by DHL. A failed delivery notification when no delivery attempt appears to have been made is understandably disappointing, and we apologise for the inconvenience caused.
We would welcome the opportunity to look into this further for you. Please contact our customer care team at sales@pet-supermarket.co.uk or call us on 020 8089 3880, and we will be happy to review the matter in more detail.
Thank you for bringing this to our attention, and we hope to have the opportunity to restore your confidence in our service.
Warm Regards,
Natasha,
Pet Supermarket.
Advantage flea treatment order
The website is easy to navigate through, good prices, plenty of information on products, and ease of ordering. Delivery time was excellent, very quick, and you are kept informed where your order is at all times. 5 star!
June 18, 2026
Unprompted review
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