I eventually received Proplan NutraSavour wet cat food two weeks approximately overdue but grateful received. Had to order other food from local vet. Not received ANY of following: Order no PS 5... See more
Company replied
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Review summary
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Reviews shaping this summary
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
Company replied
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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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 61% of negative reviews
Typically replies within 48 hours
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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
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Dog bed arrived safely and on time
Dog bed arrived safely and on time. Very pleased 😃
June 19, 2026
Unprompted review
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
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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
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
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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
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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Lovely friendly driver delivered with…
Lovely friendly driver delivered with care
June 17, 2026
Unprompted review
Easy to order and very fast delivery…
Easy to order and very fast delivery delivery.
June 11, 2026
Unprompted review
Got this email asking about my order
Got this email asking about my order , I HAVE NOT RECEIVED THIS ORDER YET
June 16, 2026
Unprompted review
Reply from Pet Supermarket
Hello Patricia,
Thank you for your feedback, and I’m sorry for any concern caused.
We have reviewed the tracking for your order and can confirm it was dispatched on 16th June and is currently with the courier.
Once an order has been dispatched, delivery can take approximately 2–4 working days to arrive. It should therefore be delivered within this timeframe.
If it does not arrive after this period, please contact us and we will be happy to investigate this further for you.
You can reach us here:
Email: sales@pet-supermarket.co.uk
Phone: 020 8089 3880
Warm regards,
Nicole
Pet Supermarket
Brilliant service and very quick…
Brilliant service and very quick delivery time.
June 3, 2026
Unprompted review
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Simple to use.
It was easy to find what I was looking for. However, it would be helpful if they produced the meaty cuts in gravy in a bigger box
June 15, 2026
Unprompted review
Food arrived in appalling condition
Food arrived in appalling condition, poorly packaged which resulted in the bag being ripped and a large quantity of the food missing. It had gone off due to being exposed so bad to be thrown. I was offered a refund which I accepted but they changed their mind and offered a partial refund instead. Had to chase them up for the refund in the end too. I will avoid supplier in future
June 8, 2026
Unprompted review
Reply from Pet Supermarket
Hello Jonathan,
Thank you for taking the time to leave your feedback.
I’m very sorry to hear about your experience with your order. This is certainly not the standard we aim to provide, particularly with regards to packaging condition and the inconvenience this caused you.
I also apologise for the confusion and frustration around the refund process. I understand how disappointing it must have been to receive mixed information and then have to chase this up.
We would like the opportunity to look into this further and ensure your concerns are properly reviewed. If you would be willing, please contact our customer service team with your order details so we can investigate what happened in more detail.
You can reach us here:
Email: sales@pet-supermarket.co.uk
Phone: 020 8089 3880
We appreciate your feedback as it helps us identify where improvements are needed, and we’re sorry that your experience has led to this outcome.
Warm regards,
Nicole
Pet Supermarket
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