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
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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 59% of negative reviews
Typically replies within 48 hours
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couldnt find my delivery and managed to…
couldnt find my delivery and managed to find a telephone number rang pet supermarket and they told me where the delivery had been put. I am so relieved thank you
3 June 2026
Unprompted review
It would have been good to have been…
It would have been good to have been asked if I wanted the order, not just be informed it was on its way
No more, I have cancelled any further orders
1 June 2026
Unprompted review
Reply from Pet Supermarket
Hello Rosemary,
Thank you for taking the time to leave your feedback, and we’re very sorry for the frustration caused.
We understand your concern about the order being processed without confirmation, and we completely appreciate how you would have preferred to be asked before it was dispatched.
As part of our subscription service, we normally send an email prior to the order being processed to notify customers of an upcoming order. However, on occasion these emails can unfortunately be filtered into junk or spam folders and may not always be seen in time.
We’re very sorry for any inconvenience this has caused, and we completely understand your decision to cancel any further orders.
If you do decide to return in the future, we would be more than happy to help.
Warm regards,
Nicole
Pet Supermarket
Ordered a bag of dog food which had a…
Ordered a bag of dog food which had a huge rip in the actual bag and the parcel bag it arrived in. I will not be using this as no idea how long it was open for. When contacting Pet Supermarket to discuss a replacement they offered a 30% discount or to return the item for a replacement. Unfortunately this is not the first time items have arrived damaged from this company. We also have previously had issues where our dog food was not delivered on our subscription on multiple occasions. Avoid!
1 June 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for taking the time to leave your feedback.
We are very sorry to hear that your dog food arrived with a tear in both the outer parcel and the product packaging. We completely understand your concerns regarding the condition of the food, and we appreciate why you would not feel comfortable using it.
We are also particularly sorry to learn that this is not the first time you have experienced issues with damaged items, and that you have previously encountered problems with subscription deliveries. We understand how frustrating and disappointing this must be, especially when you rely on regular deliveries of your pet's food.
The options offered were provided in line with our returns policy; however, we appreciate that this may not have met your expectations given the circumstances. We would welcome the opportunity to review this matter further and see whether there is anything more we can do to help.
Please contact our Customer Care team directly with your order details:
Email: sales@pet-supermarket.co.uk
Phone: 020 8089 3880
We sincerely apologise for the inconvenience caused and hope to have the opportunity to investigate this further and restore your confidence in our service.
Kind regards,
Nicole
Pet Supermarket
I’ve not received my order
I’ve not received my order. So if you’re sending me a survey asking how it went, then either you obviously lost it or have no visibility into your couriers which is deeply concerning
2 June 2026
Unprompted review
Reply from Pet Supermarket
Hello Nicole,
Thank you for taking the time to leave your feedback, and we're sorry for the frustration this has caused.
We appreciate how disappointing it is to receive a review request before your order has arrived, and we apologise for any confusion caused by this.
Having reviewed your order, we can confirm that it was dispatched on 01/06 and is currently with the courier, who is preparing it for delivery. Our standard delivery timeframe is 2–4 working days from dispatch, so your order is still within the expected delivery window.
We understand your concerns and are sorry that this has given the impression that your order may have been lost. Please be assured that we are able to track the progress of your parcel and, based on the latest update, it is continuing through the courier's network as expected.
If your order does not arrive within the expected timeframe, please contact us directly and we will be happy to investigate further for you.
We sincerely apologise again for the inconvenience and thank you for your patience.
Kind regards,
Nicole
Pet Supermarket
It was easy to order my cat’s favorite…
It was easy to order my cat’s favorite food. I used the discount and received my order two days later. I am very pleased.
30 May 2026
Unprompted review
First time ordering
First time ordering, the bag of dog food is split open in the box and two packets of treats split open. Wont be using again.
1 June 2026
Unprompted review
Reply from Pet Supermarket
Hello Paul,
Thank you for taking the time to leave your feedback, and please accept our sincere apologies for the condition in which your order arrived.
We are very sorry to hear that the bag of dog food was split open and that two packets of treats were also damaged. We completely understand how disappointing this must have been, particularly as this was your first order with us.
This is certainly not the experience we want any customer to have, and we appreciate how frustrating it must be to receive products that are not in an acceptable condition.
We can confirm that our Customer Care team has already reached out to you and is working to resolve this as quickly as possible. We are committed to putting this right and ensuring a suitable resolution is provided.
Once again, we are truly sorry for the inconvenience and disappointment caused, and we hope to have the opportunity to restore your confidence in our service.
Kind regards,
Nicole
Pet Supermarket
The prices are competitive but the packaging of each carton is too heavy.
The prices are competitive.
There are many types of cat products to choose from. Ability to one-stop shopping.
But the packaging of the goods is too heavy and not suitable for a 38 kg carton. I almost sprained my waist.
1 June 2026
Unprompted review
Great products
Great products, good variety at fair prices ... and next day delivery - you get my vote!
Thank you!
31 May 2026
Unprompted review
Great price, quick delivery
30 May 2026
Unprompted review
I have not received my order
I have not received my order I can’t even track it please help
24 May 2026
Unprompted review
Reply from Pet Supermarket
Hello Diane,
Thank you for taking the time to leave your feedback, and we’re very sorry to hear that you have not received your order and are unable to track it. We completely understand how frustrating this must be.
We would really like the opportunity to look into this for you and resolve it as quickly as possible. Could you please contact our customer service team directly with your order number? As soon as we have these details, we will investigate the issue and provide you with an update.
We can be contacted by email sales@pet-supermarket.co.uk or by phone 020 8089 3880.
We’re sorry again for the inconvenience caused and we look forward to getting this sorted for you.
Warm regards,
Nicole
Pet Supermarket
Reply from Pet Supermarket
Hello Lynn,
Thank you for taking the time to leave your feedback, and we are very sorry to hear that your order has not arrived.
We completely understand how concerning and frustrating this must be.
We have reviews the tracking and it shows the order was delivered on 29/05. We’re really sorry for any inconvenience and worry this has caused you.
If you are unable to locate your delivery or believe there is an issue with it, please contact our customer service team directly as soon as possible so we can urgently investigate this for you.
We can be contained by email on sales@pet-supermarket.co.uk or by phone 020 8089 3880.
As soon as we hear from you, we will look into this with the courier and work to resolve the matter as quickly as possible.
We’re very sorry again for the inconvenience caused and appreciate your patience.
Warm regards,
Nicole
Pet Supermarket
Nothing delivered yet so I can’t…
Nothing delivered yet so I can’t review.
I only ordered this food because you stopped delivering on the subscription.
Not impressed at all.
29 May 2026
Unprompted review
Reply from Pet Supermarket
Hello Chris,
Thank you for taking the time to leave your feedback, and we’re very sorry for the disappointment and frustration caused.
We completely understand your concerns, especially as this order was placed following a subscription change, and we’re sorry for any inconvenience this has caused you.
We can confirm that your order is currently out for delivery today, so you should receive it shortly. We truly hope this helps to resolve the immediate issue for you.
We also want to sincerely apologise that the item was not available as expected. Where possible, we always aim to keep products in stock and available, but unfortunately this is not always possible due to supply and demand. Please be assured we are continually working with our suppliers to improve availability and restock items as quickly as possible.
We’re very sorry again for the inconvenience caused and appreciate your patience.
Warm regards,
Nicole
Pet Supermarket
6 tins of dog food ordered and 3 so…
6 tins of dog food ordered and 3 so badly dented I won't be able to open them
Evri delivered
29 May 2026
Unprompted review
Reply from Pet Supermarket
Hello Martin,
Thank you for taking the time to leave your feedback, and we are very sorry to hear that part of your order arrived damaged.
We can see that our team has already been in touch with you regarding this issue and has issued a refund for the damaged items. We’re really sorry again for the inconvenience this has caused, especially as it impacted a significant portion of your order.
This is not the standard we aim to deliver, and we completely understand your frustration.
If there is anything further we can assist you with, please don’t hesitate to get in touch and we will be happy to help.
Warm regards,
Nicole
Pet Supermarket
My order has not been delivered
29 May 2026
Unprompted review
Reply from Pet Supermarket
Hello Alison,
Thank you for taking the time to leave your feedback, and we’re very sorry to hear that you have not received your order and are unable to track it. We completely understand how frustrating this must be.
We would really like the opportunity to look into this for you and resolve it as quickly as possible. Could you please contact our customer service team directly with your order number? As soon as we have these details, we will investigate the issue and provide you with an update.
We can be contacted by email sales@pet-supermarket.co.uk or by phone 020 8089 3880.
We’re sorry again for the inconvenience caused and we look forward to getting this sorted for you.
Warm regards,
Nicole
Pet Supermarket
The worst customer service I've…
The worst customer service I've experienced for pet products. I ordered a Julius K9 harness and they sent the wrong size. Ok mistakes happen, I went through the returns process, outlining in the email chain several times I ordered small, you have sent XS, please send out small. I then receive the replacement product, and it is XS. I then specified a day which would be for collection 2 days ahead, the second time because the incorrect product was sent, and the customer service representative sent an email asking if I was sure I wanted it then and so by the time I replied and got the response it couldn't be arranged. Why would you ask if I'm sure I want it on that day after I specifically said I want it then? Awful customer service and as a result I've wasted near two weeks faffing around when I could have just ordered it somewhere else.
29 May 2026
Unprompted review
Reply from Pet Supermarket
Hello Josh,
Thank you for taking the time to share your feedback, and we are truly sorry to hear about the experience you’ve had with your order and the returns process.
We sincerely apologise for the repeated error in sending the incorrect harness size, and we completely understand how frustrating and disappointing this must have been, especially as it resulted in unnecessary delays and inconvenience for you.
We are also very sorry for the confusion and frustration caused around the collection arrangement. Unfortunately, the confirmation for the requested collection came through the night before the scheduled date, and at that stage we were no longer able to book the courier in time. We appreciate that this, alongside the earlier issues, has led to a very poor experience overall, and we completely understand your frustration.
This is certainly not the standard of service we aim to provide, and we are very sorry for the time and effort you have had to spend trying to resolve this. Your feedback has been taken seriously and will be shared with the relevant teams for review to help prevent similar issues in future.
If there is anything further we can do to help put this right, please do let us know and we will do our very best to assist.
Warm regards,
Nicole
Pet Supermarket
Just received second delivery
Just received second delivery. Its best to allow one working week for delivery. So I have adjusted my dates to suit. Great company for having your pet food delivered.
29 May 2026
Unprompted review
Able to change my subscription easily
Able to change my subscription easily . Only thing is I wanted this order and still my next subscription for June but was not able to do this . Otherwise very easy .
26 May 2026
Unprompted review
Bag arrived completely broken and open
28 May 2026
Unprompted review
Reply from Pet Supermarket
Hello Linn,
Thank you for taking the time to leave your review, and we’re sorry to hear about the condition your order arrived in.
We completely understand how disappointing it must have been to receive a bag that was broken and open. This is not the standard we expect, and we sincerely apologise for the inconvenience caused.
We have already reached out to you directly so we can resolve this matter as quickly as possible.
If you need anything further in the meantime, please don’t hesitate to contact our customer service team at sales@pet-supermarket.co.uk.
Kind regards,
Nicole
Pet Supermarket
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