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
What people talk about most
Reviews shaping this summary
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
first of all send a survey after you goods are received not before. second the goods arrived however the bottom of the box was opened to see what was inside not great. and the internal plastic secure... See more
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 m... See more
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
3.2
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
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Awful service
Awful... placed an order 3 weeks ago and after waiting and waiting and emailing the customer service (which was of no help), the order got cancelled today. I mean, if you have no stock, you shouldn't have the products available on the website or keep me waiting for 3 weeks. Besides, I haven't received the full refund for all my cancelled items. Appalling.
21 July 2026
Unprompted review
Reply from Pet Supermarket
Hello Yixin,
Thank you for taking the time to leave your review.
We are truly sorry for your experience and sincerely apologise for the frustration and disappointment this has caused.
At the time your order was placed, the items were showing as available on our website. Unfortunately, when it came to picking your order, we discovered there was a discrepancy with the remaining stock, or an issue with the stock that meant we were unable to fulfil your order as intended. We completely understand how frustrating it must have been to wait only for your order to be cancelled, and we apologise that this wasn't communicated sooner.
We can confirm that your refund has now been processed. Please note that, depending on your bank or payment provider, it can take a few working days for the funds to appear back in your account.
We appreciate your feedback and are very sorry that we let you down on this occasion. Your comments will help us improve both our stock management and customer communication.
Kind regards,
Nicole
Pet Supermarket
I thought i got a good place for cat…
I thought i got a good place for cat food turns out they only had 1 itam out of the 7 i order was 4week jyst to get a refund and i didnt get no good discount never ordering from here again
21 July 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for taking the time to leave your review.
We are truly sorry to hear about your experience and sincerely apologise for the disappointment and inconvenience this has caused. We completely understand how frustrating it must have been to place an order for multiple items, only to find that most of them could not be fulfilled and that it then took some time for the refund to be processed.
We can confirm that our Customer Care team has been in contact with you via email to help resolve this matter. We genuinely regret that we were unable to provide the level of service you expected and appreciate the opportunity to address your concerns.
Please accept our sincere apologies once again. We value your feedback, as it helps us identify where we need to improve, and we hope we may have the opportunity to restore your confidence in us in the future.
Kind regards,
Nicole
Pet Supermarket
Missing dog food
I ordered 2 x 6 trays of natures menu dog food. Not cheap.
It took a week, only half the order was delivered (dumped on the driveway) the remaining 6 trays didn’t get delivered. I wrote and wrote to get the missing trays (£101.04). They refunded 1 tray initially and now claim all the trays were delivered and I’m lying…what do you even do in circumstances like this…currently I’m on the phone to PayPal to see if they can help.
I will never use pet supermarket again and strongly recommend you don’t either. At this point I’m down £84!
8 July 2026
Unprompted review
Reply from Pet Supermarket
Hello Rachel,
We are truly sorry to read about your experience and would like to offer our sincerest apologies for the frustration, inconvenience and disappointment this has caused.
We completely understand how upsetting it must be to have paid for your order, experienced delays, and then been left feeling that your concerns have not been properly resolved. This is certainly not the level of service we strive to provide, and we're very sorry that we've let you down on this occasion.
We would very much like the opportunity to investigate this matter further and review everything again for you. Please contact our Customer Care team at sales@pet-supermarket.co.uk or call us on 020 8089 3880, quoting your order details. We'll carry out a thorough investigation into your order and do everything we can to reach the appropriate resolution.
Thank you for taking the time to leave your feedback. We genuinely value your comments and hope you'll give us the opportunity to put things right.
Warm regards,
Nicole
Pet Supermarket
This is truly the most cruel and evil…
This is truly the most cruel and evil company.
They do nothing but lie.
I have been asked to wait in for couriers to collect there products, 3 times and they never turned up.
Their products are toxic and dangerous. Do not buy for your animals.
I am sending the products to the food standards agency to test and hopefully this awful company will be shut down.
They send emails saying they want to resolve the issues whilst offering no solutions. Just lies .False return links, false collection couriers. Just lies and stress.
20 July 2026
Unprompted review
Reply from Pet Supermarket
Hello Molly,
We are deeply sorry to read your review and sincerely apologise for the frustration and inconvenience you've experienced.
We completely understand why you're upset, particularly after the failed collection attempts, and we're very sorry that this has been your experience.
The reason we initially requested the return of the product was so that we could carry out a full investigation and report the matter to the manufacturer. Unfortunately, despite arranging collections, the courier failed to attend as scheduled. We sincerely apologise for the inconvenience caused and appreciate how frustrating it must have been to wait in for collections that did not take place.
To resolve this matter as quickly as possible, we have now processed a full refund for your order. In light of the issues you've experienced, we have also waived the requirement to return the product, so no further action is required from you.
Once again, we are truly sorry for the inconvenience and disappointment this has caused. We appreciate you bringing this to our attention and thank you for your patience.
Warm regards,
Nicole
Pet Supermarket
Easy to order and good delivery time
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 a very heavy package on the doorstep and I had to unpack it there as I couldn’t move the box ….
15 July 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for taking the time to leave us a review.
We're delighted to hear that you found the ordering process easy and were pleased with the delivery time.
We're very sorry to hear about your experience with the courier. We completely understand how frustrating it must have been to find such a heavy parcel left on your doorstep, especially after you had let the driver know you were on your way to the door. This is not the level of service we expect from our delivery partners.
We really appreciate you bringing this to our attention, and we'll ensure your feedback is passed on to the courier so they can review this with the driver and help prevent it from happening again.
Thank you again for your feedback and for choosing Pet Supermarket. We hope to provide you with an even better experience next time.
Kind regards,
Nicole
Pet Supermarket
Churu hairball treats…
I received the Churu hairball treats (20 in pack). This was just in time as was onto the last one, so was well received and quick. Many thanks Pet Supermarket for being so quick and efficient.
Now just waiting for my other two orders I.e. Proplan Nutrisavour and Royal Canin sterilised wt food in gravy I think maybe next Thursday.
19 July 2026
Unprompted review
Appalling- do not use
Wrong item sent. Sporadic responses from customer service with a protracted and time consuming effort required to get the item returned. Awaiting refund, which if not complete within next few days, I will be raising a dispute via my card provider as I have neither the time, patience nor trust that Pet Supermarket will resolve. Lesson learned and I shall not use this supplier again. Do not use.
14 July 2026
Unprompted review
Reply from Pet Supermarket
Hello Mandi,
Thank you for taking the time to leave your review.
We are truly sorry to hear about your experience and sincerely apologise for the frustration and inconvenience this has caused.
We completely understand how disappointing it must have been to receive the wrong item, and we're sorry that resolving the issue has taken longer than expected. This is certainly not the level of service we aim to provide.
We appreciate how valuable your time is, and we regret that the returns and refund process has left you feeling let down. Your feedback is important to us, and we'll be sharing your comments with the relevant teams as we continue to improve both our processes and customer experience.
We would very much like the opportunity to investigate this further and ensure your refund is resolved as quickly as possible. If you haven't already received it, or if you have any outstanding concerns, please don't hesitate to get in touch with our Customer Care team. You can email us at sales@pet-supermarket.co.uk or call us on 020 8089 3880, and we'll be happy to look into this as a priority.
Once again, we're very sorry that we've let you down on this occasion. We appreciate your feedback and hope you'll give us the opportunity to put things right.
Kind regards,
Nicole
Pet Supermarket
I ordered Hills dog food 20 tins and a…
I ordered Hills dog food 20 tins and a 25 kg bag of kibble for older dog they sent me puppy kibble and would not send the correct food untill i had waited in for the wrong food to be collected i ended ip giving the food to dog charity snd buying food elsewhere wont be using them again!!
16 July 2026
Unprompted review
Reply from Pet Supermarket
Hello Grant,
Thank you for your feedback.
We’re very sorry to hear about your experience and sincerely apologise for the inconvenience caused.
We completely understand your frustration, especially as you were expecting the correct food for your dog and instead received an incorrect item. We’re also sorry that the resolution process did not meet your expectations and that you had to make alternative arrangements.
I have reached out to you directly so I can investigate this further and understand what happened. We appreciate you taking the time to share your feedback, as this helps us review and improve our processes.
Warm Regards,
Natasha,
Pet Supermarket.
Can’t handle their orders
I have been a customer over 2 years and product that I use is out of stock a lot. Also order processing takes so long. Paid on 10/7/26 and still haven’t got my order. If that was 1st, 2nd or 3rd time- I didn’t care, but it’s constantly. By the time the order comes I have to supplement dog food with something else. Now I will adjust order to every 2 weeks and more bags just to make sure dog food lasts until they decide to have food in stock and fingers crossed deliver on time.
Service was good but now, they just can’t handle their customers needs 😭 so frustrating
10 July 2026
Unprompted review
Reply from Pet Supermarket
Hello Ineta,
Thank you for your feedback.
We’re very sorry to hear about your recent experience and understand your frustration.
As a long-standing customer, we truly appreciate your continued support and we’re sorry that recent stock availability and delays with order processing have impacted your experience with us. We sincerely apologise for the inconvenience caused when you have had to supplement with alternative food.
We are currently experiencing a temporary delay due to a warehouse relocation and we appreciate how frustrating this is, especially when you rely on regular deliveries. We are working hard to improve our stock availability and dispatch times to provide the service our customers expect.
Thank you for taking the time to share your feedback, and we hope we can restore your confidence in our service.
Warm Regards,
Natasha,
Pet Supermarket.
Prompt delivery.
8 July 2026
Unprompted review
I still have not been able to collect…
I still have not been able to collect my item because dhl will not send me a collection code I asked pet supermarket for help but they ignore my emails so £40 wasted I won’t be ordering from them anymore
11 July 2026
Unprompted review
Reply from Pet Supermarket
Hello John,
Thank you for taking the time to share your feedback.
We are very sorry to learn that you have been disappointed with your experience and we sincerely apologise for the frustration this has caused.
Having reviewed your account, we have been unable to locate any emails from the email address registered against your order. We are very sorry if this gave the impression that your messages were being ignored, as this was certainly never our intention.
To assist further, I have contacted you directly via email. Based on the latest tracking information available to us, your parcel has been successfully delivered and does not appear to require collection from a service point. When you have a moment, please could you check your inbox, including your junk or spam folder, and reply to our email so we can ensure this matter is fully resolved.
Alternatively, please contact our customer care team at sales@pet-supermarket.co.uk or call us on 020 8089 3880
We appreciate you bringing this to our attention and hope to have the opportunity to resolve this for you.
Warm Regards,
Natasha,
Pet Supermarket.
Quality & delivery packaging leaving a lot to be desired!
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 cat litter has deteriorated, used to be nice soft pellets , but now I can compare them to Asda Smartprice version, and I'm paying more for it 🤨🤨
7 July 2026
Unprompted review
Reply from Pet Supermarket
Hello,
Thank you for taking the time to leave your feedback.
We're sorry to hear that you were disappointed with both the packaging and the quality of your recent order.
We appreciate your comments regarding the packaging. Our warehouse aims to use packaging that is appropriate for the size and weight of each order while helping to minimise waste, but we're sorry to hear it did not meet your expectations on this occasion.
We're also disappointed to hear your comments about the cat litter. We understand your concern that the pellets appear different from previous purchases. We take product quality seriously, and feedback such as yours is valuable. We will ensure your comments are shared with both our buying team and the manufacturer so they can review whether there have been any changes to the product.
Thank you again for taking the time to share your experience. We genuinely appreciate your feedback, as it helps us to improve both our products and our service.
Warm Regards,
Natasha,
Pet Supermarket.
Trying to return an order
I accidentally ordered the wrong dog food and contacted Pet Supermarket to arrange the return.
They kindly arranged for DHL to collect.
I am now on my 4th collection date as they haven’t bothered to collect even though I was provided with pick up times.
Unfortunately Pet Supermarket are tarnished because they use the carrier.
No refund can be issued until they get the parcel back and at this rate it’s never going to be refunded.
As I said it’s not Pet Supermarkets fault but ultimately they are responsible.
Be mindful that if you make a genuine mistake you may face a battle to get the package collected and refunded.
Spoke to customer services today (13/07)and they said that they would arrange for yet another collection on Tuesday 14th.
Just after I received another 3 collection requests from DHL stating that the package would be collected today between 12.30 and 1.30.
Guess what—they never turned up.
Do not expect it to be collected tomorrow either.
9 July 2026
Unprompted review
Reply from Pet Supermarket
Hi Chris,
Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and completely understand how frustrating it must be to have multiple collection attempts missed.
While the collection is carried out by our courier partner, we appreciate that this reflects on us, and we sincerely apologise for the inconvenience this has caused.
Please contact our Customer Care team at sales@pet-supermarket.co.uk or call us on 020 8089 3880, 8am-12pm. We'll be happy to look into this as a priority and work with you to resolve the issue. If the collection has still not taken place, we can review your case and arrange for your refund to be issued where appropriate.
Thank you for your patience, and we hope to resolve this for you as quickly as possible.
Warm Regards,
Hayley,
Pet Supermarket Team.
STARVING DOGS -NO 24 HOUR DELIVERY !!!
I placed an order on the website on the third of July 2026. It is now the 9th of July, and I still haven't received my order.
My poor dogs are starving hungry waiting for their food.
I have had to purchase a poor quality, more expensive substitute food while I'm waiting.
I rang up the customer service helpline. They tell me it'll be Monday the following week 13/7/26 before I can expect the delivery. As the couriers they use – DHL have mislaid a package and cannot deliver my items.
Pet supermarket couldn't give a stuff about whether customers receive items. They just want money! AVOID THEM !
3 July 2026
Unprompted review
Reply from Pet Supermarket
Hi Darcey,
Thank you for taking the time to leave your feedback. We're very sorry to hear about your experience and completely understand how upsetting it must have been, especially when it involves your dogs' food.
We sincerely apologise for the delay with your order. Unfortunately, it appears that the parcel has been delayed by the courier, and we appreciate how frustrating this has been for you. Please be assured that we do care about our customers and never want anyone to be left feeling let down.
Please contact our Customer Care team at sales@pet-supermarket.co.uk or call us on 020 8089 3880 8am-12pm. We'll be happy to investigate this for you, provide an update on your order, and do everything we can to help resolve the situation as quickly as possible.
Thank you for bringing this to our attention, and we hope to have the opportunity to put things right.
Warm Regards,
Hayley,
Pet Supermarket Team.
Now received
Still not received it. UPDATE today it has turned up. However, one product was out of stock at least they did not hold up the product they had in stock. Therefore, have revised my review.
8 July 2026
Unprompted review
Go somewhere that will actually send products once paid for
Order PS575399
This company are happy to take payments but not so keen to fulfil orders.
To compound matters, they don't want to be contacted.
Online system seems to default to asking for email address, then saying that an email sent for verification - but no email ever arrives (multiple attempts over a number of days).
Update on 10/7/26
You will notice below that the standard excuses are made.
They offer products at a reduced price to attract, and then say sold out - but they still have stocks as they continue to offer the product but at full price.
Sharp practice?
Update on 19/7/26
They sent me an email on 13/7/26 saying that the product had been dispatched and that the order was on its way and would be delivered by DHL.
Unfortunately, DHL knew nothing about this parcel - strange, eh!
Pet Supermarket then told me that the parcel had been lost - aye, right!
I really wish that companies would be truthful.
Anyway, I suggest that this company should be avoided at all costs.
2 July 2026
Unprompted review
Reply from Pet Supermarket
Hi Alex,
Thank you for your feedback. We're very sorry for the disappointment and frustration this has caused.
Unfortunately, your order has not yet been dispatched because the item is currently out of stock. We have also recently relocated our warehouse, and while this has improved our operations in the long term, it has unfortunately caused some temporary stock and fulfilment delays.
We sincerely apologise for the lack of communication and for the difficulty you experienced when trying to contact us. This is not the standard of service we aim to provide.
Our customer service team will be happy to discuss the available options with you, including waiting for the item to be restocked or arranging a full refund if you would prefer.
In the meantime I have issued a refund for the delivery fee paid.
We appreciate your patience and apologise again for the inconvenience.
Warm Regards,
Hayley,
Pet Supermarket Team.
Unfortunately the delivery was 4 hours…
Unfortunately the delivery was 4 hours late. Do not recommend delivery company!
6 July 2026
Unprompted review
Reply from Pet Supermarket
Hi Sue,
Thank you for your feedback.
I'm sorry to hear that your delivery was delayed on the day of delivery. Our courier does provide an estimated delivery window; however, unfortunately, unforeseen circumstances can sometimes arise that cause delays.
We completely understand how frustrating this must have been, and we sincerely apologise for the inconvenience. We appreciate you taking the time to share your feedback and will ensure your comments are passed on to the courier to help improve their service.
Warm Regards,
Hayley,
Pet Supermarket Team.
The right product at a fair price
The right product at a fair price, our hedgehogs are very picky about their food preferring the semi moist over the crunchy. They have given me the thumbs up on this one, Brambles Semi-Moist Hedgehog Food. Excellent delivery service.
3 July 2026
Unprompted review
Easy to order
Easy to order, good price and very pleased with quick delivery I was kept informed each step of the process.
2 July 2026
Unprompted review
Over 2 weeks after placing a delivery... no delivery
2 weeks after placing a delivery, still no sign of it and no response to 3 emails. Frustratingly, phone lines are open only 8am-12pm mon to fri, so bit stuck if you work!!
26 June 2026
Unprompted review
Reply from Pet Supermarket
Hello Viccy,
Thank you for taking the time to leave your review.
We are very sorry to hear about your experience and sincerely apologise for the delay with your order and the lack of communication you have received. We completely understand how frustrating this must have been, particularly when you have been unable to reach us during our temporary telephone opening hours.
We would like the opportunity to investigate this for you and get the matter resolved as quickly as possible.
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 look into this for you and provide an update.
We sincerely apologise for the inconvenience caused and hope to have the opportunity to restore your confidence in our service.
Warm Regards,
Natasha,
Pet Supermarket.
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