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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Well packaged and arrived promptly.
3 July 2026
Unprompted review
Only half the order was sent
Only half the order was sent, two items missing, and I was refunded for only one of them. I would have preferred the missing items had been sent, as now I have paid more in postage than the goods received cost.
1 July 2026
Unprompted review
Reply from Pet Supermarket
Hi,
Thank you for taking the time to leave your feedback, and I’m very sorry to hear about the issue with your order.
I completely understand how frustrating it must be to receive only part of your order, especially when items are missing and you feel the resolution hasn’t fully met your expectations.
Please accept our sincere apologies for the inconvenience caused. We appreciate how disappointing this experience must be, particularly as you were hoping for the missing items to be sent rather than a partial refund.
We’d like to look into this further for you to ensure everything has been handled correctly. Please don’t hesitate to contact our Customer Service team on 020 8089 3880 or email customerservices@pet-supermarket.co.uk, and we’ll be happy to review your order in detail.
Thank you again for bringing this to our attention.
Kind regards,
Jamie
Awful subscription service and copy-paste customer support
Extremely disappointed with my very first subscription order. It was dispatched, and due the next day. When I checked the morning of, the tracking had updated to "DELAYED" and for over 24 hours, the status hasn't changed.
When I contacted customer service hoping they'd be able to advise on when my order might arrive, and after explaining that I am running out of food for my pets over the weekend, I was sent two identical, lazy automated email templates.
The agents didn't even bother to click the DHL link they kept sending me, blindly insisting the status was just "pickup" when the live tracking clearly says delayed.
Unreliable delivery, robotic customer service, and left stranded with no pet food for the weekend. I have cancelled my subscription immediately and will not be back.
3 July 2026
Unprompted review
Reply from Pet Supermarket
Hi,
Thank you for taking the time to leave your review.
We're very sorry to hear about your experience and understand how frustrating this must have been, especially when you were relying on the delivery to ensure your pets didn't run out of food.
We'd really appreciate the opportunity to look into this further and discuss what has happened. Please give our Customer Care team a call on 020 8089 3880, where one of our agents will be happy to investigate your order and do everything they can to help.
We apologise for the inconvenience caused and hope to have the opportunity to put things right.
Kind regards,
Jamie
Still waiting for my delivery it’s been…
Still waiting for my delivery it’s been a long time
Emailed no response
Won’t be ordering again from this company
I want my order please ASAP
23 June 2026
Unprompted review
Reply from Pet Supermarket
Hi Katie,
Thank you for your review, and I’m very sorry to hear about the delay with your delivery and the lack of response you’ve experienced. I completely understand how frustrating this must be.
We would really like the opportunity to look into this for you as a priority and help get this resolved as quickly as possible.
Please could you contact our Customer Service team on 020 8089 3880 or email customerservices@pet-supermarket.co.uk, and one of our agents will be more than happy to assist you and investigate your order immediately.
We sincerely apologise for the inconvenience caused and hope we can resolve this for you.
Kind regards,
Jamie
Easy to order
Easy to order. Delivery easy. Regular order. Good price. Perfect. Thank you
29 June 2026
Unprompted review
Perfect service again from Pet…
Perfect service again from Pet supermarket. Great communication and perfect delivery service. Thank you
29 June 2026
Unprompted review
Bought a cooling mat for a dog and cat
Bought a cooling mat for a dog and cat. Haven't used them yet, but they feel cool without refrigeration and seem well made. Great buy especially for the price.
2 July 2026
Unprompted review
I did not order the products
I did not order the products. They were a cancelled subscription that somehow got delivered again.
There was almost 40% of the order damaged and i have had to send proof of wvery single tin to try and get a redund. Very poor service so far
26 June 2026
Unprompted review
Reply from Pet Supermarket
Hello Nigel,
We're very sorry to hear about your experience and sincerely apologise for the frustration this has caused.
If a subscription is cancelled after an order has already been processed, that order will still be dispatched. However, we're sorry for any confusion this caused and understand why this was unexpected.
We're also very sorry to hear that such a significant portion of your order arrived damaged. We appreciate that having to provide photos of each damaged tin to support your refund request is frustrating, and we're sorry for the inconvenience this has caused.
We'd like the opportunity to look into this further and make things right. If you could please send us your order number by emailing our customer service team, we'll investigate this for you and work to resolve the issue as quickly as possible.
Thank you for bringing this to our attention, and again, please accept our sincere apologies.
Kind regards,
Nicole
Exellent to deal with you guys
27 June 2026
Unprompted review
With reservations
With reservations. I am very pleased with the product but unfortunately due to the order being placed on Thursday the weekend got in the way and DHL didn't deliver until Monday tea-time.
29 June 2026
Unprompted review
Subscription items out of stock get charged for delivery despite the subscription qualifying for free delivery.
I bulk order via subscription so that I can qualify for free delivery. Items are frequently out of stock so they get sent in drabs and drabs, often just a few days later, and then charge for delivery. When I queried this with customer support they informed me that late items don't qualify for free delivery and perhaps I should arrange my subscription frequency so that all items are delivered at once. I do that already, which in my opinion is the whole point of the regular subscription.
UPDATE: I have changed my experience from 1* to 3* due to prompt response and gesture of goodwill from Nicole. This is such a shame because if customer support had responded in the same manner I would never have felt the need to write a negative review in the first place :(
29 June 2026
Unprompted review
Reply from Pet Supermarket
Hello Kieron,
Thank you for taking the time to share this feedback, and I’m sorry for the frustration this has caused.
When an item on a subscription is out of stock, the remainder of the available items will be dispatched in order to avoid further delays to your order. Unfortunately, when this happens, the subscription system may automatically apply a delivery charge if the remaining items fall below the free delivery threshold.
We completely understand how frustrating this is, particularly when your intention is to receive everything together as part of a regular subscription. This is something we are actively reviewing, as we recognise it is not the experience we want for our customers.
I can also confirm that we have refunded the delivery charge on your most recent order as a gesture of goodwill.
We’re very sorry for the inconvenience caused and appreciate you bringing this to our attention.
Kind regards,
Nicole
Pet Supermarket
Great value
Great value. Fast delivery. Easy to use the site. Will certainly buy again. Would be even nicer if I receive a loyal customer discount. Certainly would be a regular customer if this was included on each order.
25 June 2026
Unprompted review
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.
29 June 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.
29 June 2026
Unprompted review
Easy to order
Easy to order. Competitive prices. Prompt and reliable delivery. Many thanks 🙏
11 June 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.
19 June 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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.