I like the quality of the fat balls and more importantly so do the birds. They are reasonably priced and usually arrive quite quickly after placing order. One thing that perplexes me is the fact that... See more
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Review summary
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Reviews shaping this summary
Price wise generally the cheapest(on subscription) but there are frequent stock issues which completely takes away the reason for subscribing. Obviously stock issues usually rest with the supplier bu... See more
Heated cat bed worked well once we got it, but was not sent the day we ordered, and there was no 1 day delivery option despite the website saying there was.
Good and great prices but they put three or four bags of litter in one box which makes it impossible to move in once the delivery driver has dumped it . Splitting into two parcels would be so much b... See more
Company replied
Company details
Written by the company
Petwell.co.uk - The UK's fastest growing online pet store. Specialising in flea & worming treatments, pet food and accessories. Save up to 50% off RRP on 100's of brands: Frontline, Drontal, Feliway, Royal Canin, Seraquin & Hill's.
Contact info
Paramount House, Gelderd Road, WF17 9QD, Birstall, United Kingdom
- 020 80893883
- customer.service@petwell.co.uk
- petwell.co.uk
3.5
Average
3K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 69% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Good value and kept updated about…
Good value and kept updated about delivery date
16 April 2026
Unprompted review
Good customer service
There was a delivery hiccup due to a slight mistake by the courier. Petwell customer services have responded to my satisfaction and I particularly valued Jamie’s efforts on my behalf.
21 April 2026
Unprompted review
Quick easy transaction
Website easy to negotiate, found what i was looking for which was hedgehog food, very good price, cheaper than anywhere else I could find that had what I wanted in stock.
Payment transaction was smooth, good corresponding email updates regarding delivery.
Package arrived within a few days, outer packaging concerned me a bit as was only a plastic bag and was slightly damaged, torn, crushed but presume that’s how the courier had treated it, luckily the items inside come in a relatively robust thick paper bags so all was good.
13 April 2026
Unprompted review
Easy to order delivery very good let’s…
Easy to order delivery very good let’s just hope they work? And will be ordering again.
18 April 2026
Unprompted review
Competitively priced
Easy to order, prompt delivery with updates, and at a very good price.
Yes I would recommend this company.
15 April 2026
Unprompted review
Will take your money for an order then…
Will take your money for an order then cancel it 5 days later and expect you to wait a week for a refund!! Do not use!
15 April 2026
Unprompted review
Reply from Petwell.co.uk
Hello Emily,
Thank you for taking the time to leave your feedback, and we’re very sorry to hear about your experience.
We completely understand your frustration when an order is cancelled after being placed. While we always aim to fulfil all orders where possible, there are occasions where we are unable to do so due to stock availability or supplier issues. When this happens, we will always contact customers as soon as we are made aware and ensure a refund is processed promptly.
We appreciate that waiting for a refund is inconvenient. Please note that refunds can take 2–5 working days to reach your account, depending on your bank’s processing times, which is unfortunately outside of our control once the refund has been issued.
We’re very sorry for any inconvenience caused and appreciate your understanding.
If you would like to discuss this further, please don’t hesitate to contact us at customer.service@petwell.co.uk or call us on 020 8089 3883, and a member of our team will be happy to help.
Kind regards,
Nicole
Petwell
Dog food
I paid for next delivery and it hasn't arrived I ordered it yesterday m mi
13 April 2026
Unprompted review
Reply from Petwell.co.uk
Hello Billy,
Thank you for your feedback, and we’re very sorry to hear about the delay with your order.
We completely understand how disappointing this is, especially when you have selected and paid for next day delivery. This is not the level of service we aim to provide, and we sincerely apologise for the inconvenience caused.
We can confirm that the delivery charge has been refunded, and your order is still in transit and expected to arrive shortly. While delays can occasionally occur with the courier network, we appreciate how frustrating this is when you are relying on a prompt delivery.
If you do not receive any further tracking updates or your order does not arrive soon, please do get in touch with us so we can investigate this as a priority for you.
You can contact us at customer.service@petwell.co.uk or call us on 020 8089 3883, and a member of our team will be happy to assist.
Kind regards,
Nicole
Petwell
I ordered organic layers pellets on…
I ordered organic layers pellets on subscription, you sent mixed corn, I messaged straight away but have not yet had a response or the organic layers pellets which I urgently need.
12 April 2026
Unprompted review
Reply from Petwell.co.uk
Hello Angela,
Thank you for your feedback, and we’re very sorry to hear that you received the wrong item.
We completely understand how important it is to receive the correct feed, especially when it’s needed urgently, and we sincerely apologise for the inconvenience and delay in responding to your message.
Due to the issue caused we have refunded the delivery charge.
This is certainly not the experience we aim to provide. Please get in touch with us directly so we can prioritise this for you and arrange a resolution as quickly as possible.
You can contact us at customer.service@petwell.co.uk or call us on 020 8089 3883, and a member of our team will be happy to assist.
Once again, we apologise for the inconvenience caused and appreciate your patience.
Kind regards,
Nicole
Petwell
Very good customer service top products…
Very good customer service top products would recommend
9 April 2026
Unprompted review
Petwell have excellent customer…
Petwell have excellent customer service, my delivery was delivered to the wrong address and they were very helpful in finding it, thank you Nicole for your prompt reply to my email, highly recommend this company
7 April 2026
Unprompted review
Excellent value, communication, delivery….
My dog loves these treats and I subscribed to Amazon delivery then cancelled because of price, Morrisons have just gone up 40%. Petwell are the cheapest by far with delivery. Easy to order, communication excellent, delivery quick. Will definitely be ordering these treats again and hopefully other items.
6 April 2026
Unprompted review
Scammed again
I purchased some wet cat food, 40 pouches per box priced at £11.36 each, I subscribed, then found the price had changed to £13.06, then changed again to £9.01, then a few days later to £15.43. I was never informed about this and it's a good job that I checked my account online because the total amount was for £150+. This surely must be against UK consumer law and I've decided to take this further. I have screenshots and emails showing what I've explained. A previous complaint, I had to pause my subscription because that price had gone up, but was told the price had gone up because I'd paused my subscription which didn't make any sense because the price had gone up before I'd paused the subscription.
In a nutshell, they're changing subscription prices without informing their customers. Beware.
***Update***
I contacted Petwell and they told me that there's nothing they can do when prices rise and to check my account every so many days and before dispatch, which shouldn't be the case if customers received an email about the price is changing. A £6 increase per box is a substantial amount.
8 April 2026
Unprompted review
Reply from Petwell.co.uk
Hello Nosmo,
Thank you for your feedback.
We’re very sorry to hear about your experience and understand why this situation would be concerning.
We want to reassure you that we take pricing transparency and our responsibilities under UK consumer law very seriously. Subscription prices can occasionally fluctuate due to supplier or promotional changes.
It’s certainly not our intention to cause confusion or for you to feel misled, and we apologise for any frustration this has caused. We would really appreciate the opportunity to review your account, order history, and the screenshots you’ve mentioned so we can investigate this thoroughly and provide a clear explanation.
Please contact our Customer Service team directly on 020 8089 3883 or email us at customer.service@petwell.co.uk, and we’ll prioritise your case and work to resolve this for you as quickly as possible.
Thank you for bringing this to our attention.
Kind regards,
Nicole
Petwell
Excellent service
Excellent service. Unfortunately first one arrived damaged, arranged a replacement and the price had dropped. They refunded the difference also.
2 April 2026
Unprompted review
GREAT PRICE AND GREAT DELIVERY...THANK…
GREAT PRICE AND GREAT DELIVERY...THANK YOU PETWELL
4 January 2026
Unprompted review
Good communication and a fast delivery…
Good communication and a fast delivery service. Great service
2 April 2026
Unprompted review
Thank you Petwell for Great! Customer Service
Thank you Petwell. For such quality Customer Service. Very refreshing and rare in this day and age..I will continue to make purchases from you. Pity the Parcel Companies let you down.
1 April 2026
Unprompted review
Excellent Customer Service
I have never had any issues with my orders from Petwell in the past, all orders have been fulfilled and delivered quickly. However, I had an item missing from my most recent order and upon contacting Petwell, Natasha had got back to me and organised a refund within 20 minutes - excellent customer service.
30 March 2026
Unprompted review
1st purchase experience
I have paid as much in postage as what the product costs, quite disappointed there, it also mentioned a percentage off the order which I didn't get.
Disappointed customer 😑
24 March 2026
Unprompted review
Reply from Petwell.co.uk
Hello,
Thank you for your feedback, and we’re really sorry to hear about your experience. We understand how frustrating it must be to feel disappointed with both the delivery costs and the discount not applying as expected.
We’d really like to look into this further for you and make things right. Please contact our customer care team at sales@pet-supermarket.co.uk
or call us on 020 8089 3880, and we’ll be happy to investigate and assist.
We appreciate you bringing this to our attention and hope to resolve this for you as soon as possible.
Kind regards,
Nicole
Petwell
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