Loved the dried food
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Great company and website, great service . Sometimes a bit dearer than other websites but I tend to wait for offers , but next day delivery is free. Had an issue with one order and they sorted it ou... See more
I cannot fault this company. Delivery was prompt. My goldie has a sensitive tummy and never has a problem with the grain free senior food. I am a happy customer.
Haven't used the food yet but it was delivered quickly, packaged really well and I'm sure it is high quality as it was recommended by my breeder. I'll be purchasing more.
Company details
Written by the company
Naturally healthy pet food. Made in the UK with wholesome, delicious ingredients, delivered straight to your door. For the past 30 years, pet owners have trusted us to help keep their four-legged friends happy, healthy and full of life. Here at James Wellbeloved, we make wholesome, delicious food to help your pet eat better and live better. Our tasty recipes are made with simple ingredients and are full of goodness. Because it’s only natural to want your pet to love their food and live a healthier, happier life.
Contact info
3D Dundee Road, SL1 4LG, Slough, United Kingdom
- 0800 731 2301
- help@wellbeloved.com
- wellbeloved.com
4.2
Great
5K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 88% of negative reviews
Typically replies within 2 weeks
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Absolutely dreadful…
Great dog food absolutely dreadful customer service 😑
15 March 2026
Unprompted review
Reply from James Wellbeloved
Thank you for your feedback and for recognizing the quality of our dog food, Nicola. We’re truly sorry to hear that your experience with our customer service did not meet your expectations. Providing efficient and empathetic support is very important to us, and we apologise for any frustration caused.
Please feel free to reach out to us directly so we can address your concerns and assist you promptly.
Thank you for your patience and understanding.
Kind regards,
The James Wellbeloved Team
Disappointing Customer Service
Products are generally excellent, and I’ve always rated Customer Service a 10/10—until very recently. Something seems to have changed. I had an issue with my subscription and had to contact Customer Service, and my experience this time was extremely disappointing.
The representative I spoke to yesterday was unprofessional and clearly not paying attention. They pulled up someone else’s account and gave me a random name, couldn’t properly address my issue, and repeatedly ignored my explanation of what I needed. I could hear them giggling with colleagues in the background and muting themselves, leading to long, awkward pauses. Each time they came back on the line, they asked if I needed to order dry food (I repeatedly explained I was trying to get my wet food order shipped). This went on for about 10 minutes, and my issue was not resolved.
I understand Customer Service can be challenging, but this experience was far below the usual standard. After roughly 15 minutes on hold, the interaction left me frustrated and seriously considering switching suppliers to avoid dealing with such poor service in the future.
I appreciate it might not always possible to address an issue quickly, but it really annoyed me that it was clear something else was going on in the background and this person was not focused on the call - perhaps take a break and have a giggle with your colleagues and then go back to work would be a solution.
16 March 2026
Unprompted review
Reply from James Wellbeloved
Thank you for taking the time to leave your review. We sincerely apologise that your recent experience with our Service team did not meet the high standards you - and we - expect. Your frustration is completely understandable, and we regret the unprofessional behavior you described.
Please know that this is not reflective of the service we strive to provide, and we take your comments very seriously. In order to investigate this further, we have privately requested your personal details so that we will be able to get back to you.
We truly value your loyalty and the positive feedback you have shared about our products and previous customer service experiences. We hope to restore your confidence in us and provide you with the seamless support you deserve.
Thank you again for your honesty and patience.
Best wishes,
Team Wellbeloved
James Wellbeloved poor customer care
I cancelled my repeat order.
Then found that James Wellbeloved had taken a payment from my bank and a delivery was on its way to me.
After speaking to customer service I was informed that they would refund me and they would send a returns label via email.
After taking the package to the Post Office I was informed that it would cost me £10.99 to return it.
I was not informed by customer services that there would be a charge.
Called customer services again and asked for a manager to call me after waiting 72 hours and no call back.
Phoned again only to be told management doesn't call back.
Then offered a voucher for £10 to use for online shopping with them.
As I would not use them again the voucher is no good to me. Absolutely disgusting customer service from a big company like James Wellbeloved
16 March 2026
Unprompted review
Reply from James Wellbeloved
Thank you for sharing your experience with us, Phil. We sincerely apologise for the frustration and inconvenience you have encountered regarding your order and the return process. This is certainly not the level of service we aim to provide.
We understand how upsetting it must have been to receive a delivery after cancelling your order and to face unexpected return costs.
Please be assured that we take your feedback seriously and have shared this further - we will get back to you on this. Thank you for your patience and for giving us the opportunity to address your concerns.
Kind regards,
Team Wellbeloved
I cannot fault this company
I cannot fault this company. Delivery was prompt. My goldie has a sensitive tummy and never has a problem with the grain free senior food.
I am a happy customer.
9 March 2026
Unprompted review
System problems with JW, nightmare getting order delivered
I'm a regular customer with JW but my last order has been a nightmare. There seems to be a major problem with their system & comms. Normal card payment method refused multiple times, eventually got payment accepted via Paypal ( using same card !). No confirmation email. System problems mean staff don't have access to accurate delivery information / order status. Terrible customer service, multiple phone calls. Broken promises for a manager to contact me, tried to raise a formal complaint, nothing happened. Money has been taken from my bank account, but when chased today to get a confirmation of delivery was told their system said money had not been received (?) so shipment cancelled. No-one had the courtesy to tell me that. At the 3rd attempt I was told today by their Customer Services function that the matter had been escalated to a manager but they couldn't tell me anything else. I understand that companies do have system problems but this is no way to treat a ( regular) customer. An AI query disclosed that there are major problems with their systems right now. I would avoid them until it's sorted.
Order was delivered today, 7th of March, and guess what, 3 boxes of 12 catfood pouches were missing. And the promise for someone to get get back to me wasn't kept, very poor customer service
5 March 2026
Unprompted review
Reply from James Wellbeloved
Thanks for leaving your review, Bob - thank you for sharing your experience with us. We’re truly sorry to hear about the difficulties you faced with your recent order - from payment issues to the lack of clear communication and confirmation. We understand how upsetting this must be, especially when you’re counting on us to care for your furry friend.
Please rest assured that your concerns have been escalated, and our team is reaching out to you directly to make things right.
Thank you again for your feedback - it helps us improve and better serve you and your pet.
Warmest regards,
Team Wellbeloved
Don’t sign up in the first place!!
I joined Kennel Club registration for my new puppy. I got sent a James Wellbeloved card too. Tried to sign up for free puppy food offer. No reply, bombarded with emails daily but when i rang phone number at first left answer phone message, no reply. Now number dialled says does not register. Still getting emails but customer service won’t answer. Easy will just unsubscribe and leave. Obvs don’t need my trade anyway. Woeful response!!!!
17 February 2026
Unprompted review
Reply from James Wellbeloved
Thank you for your feedback, Darren, and congratulations on your new furry friend!
We’re sorry for the frustration caused by the missing free puppy food offer and the lack of support you experienced from our customer service. This is not the experience we want for our pet parents, and we apologise for the inconvenience caused.
We have forwarded your feedback to the team. We also appreciate your comments about our emails and will investigate this further to improve our communication.
Thank you for your patience, and we hope to assist you soon.
Kind regards,
Wellbeloved Team
Is it gold plated or something at £70 a 10kg bag?
I've bought this catfood for over fifteen years now, and over the past few years it has doubled in price for a 10kg bag which lasts me approximately one month with five cats to feed.
I'm now on my knees when I see its gone up again to approximately £70 a 10kg bag!!! This is now beyond my budget totally. It's taking the piss. I've now no other alternative with the cost of living on absolutely everything doubling when incomes hardly rise at all. Who on earth can spend £70 a month on a bag of bloomin cat food???It's completely out of reach for me now as a lone disabled parent too.
I'm so disappointed in the greed of this company.
2 March 2026
Unprompted review
Reply from James Wellbeloved
Thank you for your honest feedback and for being a loyal member of our James Wellbeloved family over the years. We’re truly sorry to hear about your concerns regarding our pricing and understand how challenging it can be, especially with the rising cost of living.
Like many companies, we’ve faced increased pressure on our supply chain over the past year. Please know that we always do our very best to absorb these costs as much as possible to keep prices fair. Our quality ingredients remain the same, and we are making no changes to the yummy food your cat knows and loves.
When shopping on our website directly, you can join our Loyalty club, where, as a member, you’ll receive points and exclusive rewards every time you shop with us. You can also earn further discounts by recommending us to your friends here through our referral programme.
With care,
Team Wellbeloved
Bought sachets of wet food
Bought sachets of wet food.
Dogs generally liked it. I will,not be buying more as packaging is,extremely,un enviromentally friendly. Plastic sachets that its impossible to get all of product out,then they,end up in landfill.
Cmon guys not acceptable in this day and age.
23 February 2026
Unprompted review
Reply from James Wellbeloved
Thanks for leaving your review, Steve - we are sorry to hear about your concern about our packaging.
At James Wellbeloved, we’re committed to developing delicious products and want to make sure that the packaging for those products is as environmentally friendly as possible.
We have therefore updated our packaging and are proud to say that our smaller bags of 1.5kg and 2kg are now made with single plastic material meaning they can be recycled. Whilst our larger bags are not currently recyclable, we have been able to manufacture our 15kg bags to use 34% less packaging than before and already our dry factory based in Castle Cary is using 100% renewable energy.
All of our packs display clear guidance on how to recycle our bags, please visit https://www.recyclenow.com/recycling-locator to find a local recycling point to you.
In case of any further questions, please reach out to us - we are here to help!
Best wishes,
Team Wellbeloved
Dog food
The vet recommended this food as our dog's coat was a bit dull and a few mats. After a few months on this food her coat is now shiny and no more mats.
20 February 2026
Unprompted review
Reply from James Wellbeloved
Thank you, Suzanne, for your wonderful review. We are excited to hear that our food is helping with your furry friend's coat.
We are grateful for you being a part of the James Wellbeloved community now, thanks for your trust!
Best wishes,
Team Wellbeloved
Recommended by another Breeder signed…
Recommended by another Breeder signed up all I got was repeated emails. Expected some samples for litter for weaning them.
No pack arrived apparently I should feed mum on the food then I get puppy packs. Also give new owners information so they sign up.unlikely I will after the correspondence I’ve received total waste of time.
Avoid the scam
23 January 2026
Unprompted review
Reply from James Wellbeloved
Thank you for your feedback, Kathie, and we’re sorry for any confusion or frustration caused. To clarify, you can claim your free puppy pack on our website by applying the code provided by your breeder. We value your time and trust, and we want to assure you that our intention is to support breeders and new puppy owners with quality products and information - not to cause inconvenience.
If you would like, please reach out to our breeders team, and we will be happy to assist you personally to resolve this matter!
Thank you for giving us the opportunity to address your concerns.
Best regards,
Team Wellbeloved
Changed formula, useless customer service
My senior cats used to love James Wellbeloved, but the recent batch of pouches is different. I ordered 16 boxes to stock up, yet both cats, who have eaten this brand without issue for years, refused to touch the new food.
The food is now labelled “not for EU,” clearly a formula change that was never communicated.
I contacted customer service about it and instead of helping, Xhoana kept parroting their rigid policy and eventually offered a pathetic £20 credit. I am not interested in more useless food my cats won’t eat. I am already left with a large quantity of it...
For a company of this size, this is outrageous. They clearly care more about profit than quality, consistency, or customer care. I will never buy James Wellbeloved again and strongly advise other cat owners to avoid this brand.
14 January 2026
Unprompted review
Reply from James Wellbeloved
Dear Lucie,
Thank you for your feedback. We’re sorry to hear your senior cats didn’t enjoy the recent batch of James Wellbeloved, and we apologise for any confusion around the labelling. Please be reassured that we have not had changed to any of our products recently. At JAMES WELLBELOVED™, we are committed to creating naturally healthy food that keeps pets full of energy and enjoying life by your side for years to come. And when we make any changes, then we also ensure they receive the seal of approval from our four-legged friends - your pets should not even notice any difference as they continue to enjoy their favourite food.
We also regret that our service didn’t meet your expectations and appreciate you sharing your experience. If you’d like to discuss this further or need feeding advice to ensure your loved ones will enjoy our products again, please contact us directly. We’d welcome the chance to get more information and support you!
Kind regards,
Team Wellbeloved
Do NOT get a subscription from this…
Do NOT get a subscription from this company. The communication and management of the service is really bad, and god forbid there is any issue with it, as they simply will not help under ANY circumstances. Use AMAZON for subscriptions and avoid James Wellbeloved its much simpler and much better customer service.
1 December 2025
Unprompted review
Reply from James Wellbeloved
Thank you for sharing your feedback, Rubert. We are very sorry to hear about your dissatisfaction with our service and communication. Providing excellent customer support is a priority for us, and we regret that your experience did not reflect this commitment.
To better understand your concerns and assist you directly, we have requested your contact details through Trustpilot. Once we receive them, our team will reach out to work with you personally to resolve any outstanding issues and improve your experience.
We appreciate your patience and the opportunity to make things right!
Team Wellbeloved
New recipe change causing dog sickness
New recipe change causing dog to throw up after every meal.
Unaware of the new recipe change me and my wife were very worried and perplexed why our dog was throwing up food in solid form and undigested 4 days in a row.
Upon checking online it turns out they’ve added chicken fat to the recipe which is causing dogs up and down the country several issues.
After using this company for 6 years I won’t be returning again, I’m also stuck with a £65 bag of dog food that I wouldn’t pass onto anybody for the same issues it’s caused us.
Profits before anything else I suppose!
……
Below I will reply to James Wellbeloved as they’ve contacted me below and I can’t contact after so I will just add here.
I don’t need to seek any medical help for my dog, I swapped her food to a Eukanuba and guess what, no issues since.
So to say you are always trying to put pets priorities first is a bit confusing to me.
I won’t be using you again for any pets I have.
7 November 2025
Unprompted review
Reply from James Wellbeloved
Thank you for taking the time to share your experience with us, Jason.
We are truly sorry to hear that your dog has become unwell. The health and well-being of pets are our top priorities, and we therefore completely understand how crucial it is for her to be on the right diet.
We are constantly looking at ways to improve and enhance our product experience and have recently made some minor changes to the dry recipes of James Wellbeloved - those were communicated to our JWB subscribers and also highlighted by our retailers as well as on the packaging. Please be assured that these recipe adjustments should not result in adverse effects in your pet, such as sickness, diarrhoea, or a food sensitivity flare-up. When we make any changes, we ensure they receive the seal of approval from our four-legged friends. Please rest assured that our new recipes have passed with flying paws, and your pets should not even notice any difference as they continue to enjoy their favourite food.
If your furry friend is experiencing discomfort or illness, we strongly recommend consulting your vet to ensure her health and well-being.
Please reach out directly in case of any further support needed - we are here to help!
Warm regards, Team Wellbeloved
Changed recipe, AVOID
Changed recipe. Dog has been extremely ill with lots of costly vet visits only to find out down to the recipe change. Extremely angry at James Wellbeloved as a life long customer. AVOID. Will never use their food ever again!!!
10 November 2025
Unprompted review
Reply from James Wellbeloved
Thank you for sharing your experience with us, James. We’re truly sorry to hear that your furry friend has been feeling unwell. Please know that we take these matters very seriously.
The health and well-being of your pets is our number one priority, which is why we carefully design our recipes to be safe, nutritious, and enjoyable. To better understand your concerns and offer the best possible support for you and your furry friend, we’ve reached out to you via email requesting some additional details.
We look forward to hearing from you and helping in any way we can!
Best wishes,
Team Wellbeloved
I’ve beDisappointed Long-Term Customer: Kibble Size Change Has Ruined a Trusted Producten a loyal buyer of James…
I’ve been a loyal buyer of James Wellbeloved Light Fish dry cat food for nearly five years. One of my cats absolutely loved it and thrived on it — until recently. The kibble size has been changed to match the Turkey variant, and unfortunately, this has made the product unusable for us.
The new, larger kibble is too big for my cat to comfortably eat. She either refuses it altogether or vomits shortly after trying. This is heartbreaking given how well she did on the previous formulation. I purchased 4 x 4kg bags, assuming consistency in the product we’ve relied on for years — only to find it’s now unsuitable.
I reached out to customer service hoping for clarity or support, but received a generic response suggesting I adjust feeding guidelines and check the packaging for kibble size updates. The packaging does not indicate any change, and the response felt dismissive at best.
Now I’m left with a significant amount of expensive food that my cats won’t touch, and a sense that James Wellbeloved is indifferent to the concerns of long-standing customers. A simple heads-up on the packaging or website could have prevented this. Very disappointed.
20 October 2025
Unprompted review
Reply from James Wellbeloved
Thank you for taking the time to share your experience with us, Sarah. We’re truly sorry to hear about the difficulties you and your cats have faced with the recent changes to our James Wellbeloved dry recipes. As fellow pet lovers, we fully understand how upsetting it can be when a trusted product no longer meets the needs of your beloved companions.
The health and well-being of pets are always our top priorities, and we take feedback like yours very seriously. While recipe and kibble adjustments are made with care and should not result in adverse effects, we understand that every pet is unique. If your cat is experiencing discomfort or illness, we strongly recommend consulting your vet to ensure her health and well-being.
Regarding the kibble size change, we strive to communicate any updates clearly on our packaging, typically with a new ‘shape’ icon. We’re sorry if this was not visible or clear in your latest purchase. Your feedback highlights the importance of transparency, and we will ensure it’s as helpful as possible for our customers in the future.
We want to support you and have therefore requested your information via Trustpilot so we can reach out directly for further assistance.
Thank you again for your feedback, which helps us improve, and we hope to restore your confidence in us.
Warm regards,
Team Wellbeloved
No delivery of food and no refund yet
I ordered directly from their website as I was away on holiday they failed to deliver item despite been given clear instructions I was promised a refund two weeks ago still waiting tried to speak to them useless having to email the responded once offering the refund I'm still waiting two weeks later I had to find a pets at home store to buy the food not really happy thankfully pets at home had it lesson learnt don't buy direct waste of time and no delivery despite claiming they do
20 September 2025
Unprompted review
Reply from James Wellbeloved
Thank you for sharing your feedback, Sandra. We sincerely apologise for the inconvenience you’ve experienced with your order and the delay in receiving your refund. We understand how frustrating this must be.
To assist you further, we have reached out privately via Trustpilot to request additional details, as we were unable to locate your account with the name provided. Please rest assured that we are committed to resolving this matter promptly once we have the necessary information.
We appreciate your patience and hope to restore your confidence in our service.
Kind regards,
Team Wellbeloved
Sadly bought out by Mars
Sadly bought out by Mars!
NOTICE ALL REPLIES TO COMPLAINTS ARE CORPORATE BRUSH OFFS.
Cust Serv, food ingredients, system - all going downhill rapidly. A successful Somerset based company purchased by Mars - & I believe being shut down & moved to???? Also chicken fat now in many recipes to save money. Trust grain free fish won’t be affected as my dog will get seriously sick? Such a shame to buy & then destroy an excellent dog food! Will warn my vet who was recommending to circulate info to all vets.
14 October 2025
Unprompted review
Reply from James Wellbeloved
Thank you for sharing your feedback and concerns, Deborah.
James Wellbeloved has always been committed to providing high-quality nutrition for pets, and that commitment remains unchanged. Our team continuously works passionately to uphold the standards and values that have made James Wellbeloved a trusted choice for so many pet parents.
To address your concerns directly: there have been no changes to our recipes recently. We understand how crucial transparency is, especially for pets with diagnosed food allergies, so we clearly list all ingredients on our packaging so pet parents can make informed decisions. Our products are hypoallergenic, excluding common allergens such as beef, pork, soya, eggs, dairy, and wheat, and offer single as well as combined protein sources like turkey, chicken, duck, lamb, or fish.
We truly value your feedback and are here to listen and support you every step of the way. Your concerns matter to us, and we’re committed to addressing them with care and attention. And we’re here to help - If you’d like to talk more about your concerns or need personalised advice for your dog, please don’t hesitate to reach out to us directly.
Thank you again for your feedback - it helps us improve and serve our community of pet parents better.
Warm regards,
Team Wellbeloved
Apalling customer service
The company sent me an email to say that my parcel of dog food was being returned to them and that I would be getting a refund. No explanation was given for this. I immediately ordered the food from another supplier. However, the parcel from James wellbeloved was then delivered the next day, again with no explanation. I emailed to say that it would need to be returned due to their mistake. I was surprised and annoyed to hear that I would have to pay for the postage which when I checked would be nearly £20. I was left with no choice but to keep the food in storage for future use. On opening the package I found that the food had a very short best before date of just 7 weeks! I would recommend the food but not buying it direct from James Wellbeloved as their customer service and use by dates are appalling.
7 October 2025
Unprompted review
Reply from James Wellbeloved
Thank you for taking the time to share your experience with us, Jay. We truly understand how important it is for pet parents to receive their dog’s food promptly and with clear communication, and we’re very sorry for the confusion and inconvenience caused during the delivery of your order!
Please know that we have shared your feedback with our external courier partner to help improve their service and avoid similar issues in the future. As an apology for the misleading delivery communication, we have already provided you with a discount code for your next purchase.
Regarding the best-before date of just 7 weeks on the product you received, we completely agree that this is too short if the product was not purchased on our website’s sales page. To assist you further, could you kindly share a picture of the best-before date on the received package with us via email?
Thank you for being a caring pet parent and for giving us the opportunity to make things right!
Best wishes,
Team Wellbeloved
I have a Vizsla so James Wellbeloved…
I have a Vizsla so James Wellbeloved seemed ideal being Hypoallergenic, however I couldn't stop her gunky ears. I removed Chicken and Beef from her diet (limiting her to just Turkey in the range) and managed to calm the ears down a bit. I have recently changed brands and her ears have cleared up completely.
Not sure what you have put in your food but it does not agree with my pup
6 October 2025
Unprompted review
Reply from James Wellbeloved
Thank you for sharing your experience with your Vizsla with us, and we’re sorry to hear that your furry friend experienced ongoing ear issues.
At James Wellbeloved, we take pride in crafting dog foods from specially selected wholesome ingredients, making them naturally healthy, completely satisfying, and tasty. Our recipes are designed to be naturally hypoallergenic by excluding ingredients that surveys suggest are more likely to cause food intolerances, such as wheat, dairy, beef, pork, eggs, and soya.
We understand how important it is to manage your dog’s sensitivities, which is why all our recipes - except for our High Protein and Canned Dog products - are made with only one animal protein, such as turkey, chicken, lamb, duck, or fish. This approach helps many dogs with food sensitivities, but it is important to note, that every dog is unique and may react differently, and for some dogs with heightened sensitivities, even trace amounts can cause reactions.
We’re glad to hear your Vizsla is doing better now! If you have any further questions or would like to discuss your experience in more detail, please feel free to reach out to our customer care team - We’re always here to help and support you.
Warm regards,
Wellbeloved Team
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