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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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
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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.
Value for money and arrived on time
19 March 2026
Unprompted review
Fast and efficient service at a great…
Fast and efficient service at a great price
16 March 2026
Unprompted review
Never received my order.
I placed an order from Petwell and, after being assured it was on its way, found this not to be the case. After 2 weeks I again contacted them and, instead of offering to send my order, they just cancelled it. Very poor customer service. I won't be buying from them again.
16 March 2026
Unprompted review
Reply from Petwell.co.uk
Hello Zoe,
Thank you for taking the time to share your feedback.
I am very sorry to hear about your experience and completely understand how disappointing this must have been, particularly after being advised that your order was on its way.
Following investigation, it was confirmed that your parcel was unfortunately lost in transit with the courier. Given the length of time that had already passed, we made the decision to process a full refund as the quickest resolution, as we did not want to cause you any further delay.
I appreciate that this may not have been the outcome you were expecting, and I sincerely apologise for any frustration or inconvenience caused.
Please be assured that your feedback is important to us and will be taken on board as we continue to review and improve our service.
Kind regards,
Natasha,
Petwell.
Held off writing this review until I…
Held off writing this review until I see how my complaint was dealt with but now feel I must write this negative.
My order arrived all items were incorrect customer service very sorry and promised an investigation and sent out the correct items as an urgent still took 3 days to arrive and I couldn’t believe it they sent wrong items again being a weekend customer service closed so will chase them again Monday I except mistakes happen so would have given positive if the second time had been correct unfortunately I won’t be a repeat customer now
14 March 2026
Unprompted review
Reply from Petwell.co.uk
Hello Scott,
Thank you for taking the time to share your feedback.
We’re very sorry to hear about your experience and completely understand how frustrating this must have been, especially after the replacement order also arrived with incorrect items. While we do our best to ensure orders are packed correctly, we sincerely apologise that this was not the case on this occasion.
Please be assured that situations like this are taken very seriously and we will ensure your feedback is passed on to the relevant teams so this can be investigated and improvements made where necessary.
If you haven’t already, please contact our Customer Care team so we can review this further and work towards a resolution for you. You can reach us at customer.service@petwell.co.uk
or call us on 020 8089 3883.
Once again, please accept our sincere apologies for the inconvenience and disappointment caused.
Warm Regards,
Natasha,
Petwell.
Excellent advice and service
Excellent customer service, replying promptly to enquiry, enabling purchase
8 March 2026
Unprompted review
Unreliable courier service.
Unreliable courier service.
I appreciate this isn't directly within your control but that doesn't help.
Long term you need to find a reliable courier who can actually deliver items.
10 March 2026
Unprompted review
Reply from Petwell.co.uk
Hello,
Thank you for your feedback. We’re very sorry to hear about your experience with the courier and understand how frustrating delivery issues can be. While the courier service is managed by a third party, we completely appreciate that it still impacts your overall experience with us.
Please be assured that we regularly review our courier partners and the service they provide and feedback such as yours is very important in helping us identify where improvements are needed.
Thank you for taking the time to share your experience, and we hope we can provide you with a smoother service in the future.
Warm Regards,
Natasha,
Petwell.
Good prices quick delivery
9 March 2026
Unprompted review
Great products,easy to order,items…
Great products,easy to order,items arrived quickly and well packaged.A shop I will visit+ order regularly.
23 February 2026
Unprompted review
Great Offer Prices & Reasonable Delivery Costs
Great Offer Prices & Reasonable Delivery Costs.
[Fast Delivery by Evri (not Hermes) as in your email.]
Great Selection of Foods and Meds -- Thanks Again
26 February 2026
Unprompted review
Great variety of low fat treats.
My dog has pancreatitis and only have very low fat treats. Petwell has a good range of low fat biscuit and jerky treats.
28 February 2026
Unprompted review
Repeat orders unreliable
The repeat orders are frequently not delivered on the scheduled date, in fact they are weeks or months late.
27 February 2026
Unprompted review
Reply from Petwell.co.uk
Hi Kim,
We’re very sorry to hear that your repeat orders have not been delivered on the scheduled dates. We completely understand how frustrating this must be.
After reviewing this, it appears the delays were due to insufficient stock. We are actively working closely with our suppliers to improve stock availability and prevent this from happening in the future.
Thank you for your feedback and patience.
Warm regards,
Ellie
Great all round!
Fast delivery; ordered Tuesday evening, arrived Thursday afternoon. A large order and all items present. Good price, great service. My dogs are happy!
26 February 2026
Unprompted review
I set up a repeat subscription so that…
I set up a repeat subscription so that every few weeks a bag of dog food should be delivered. The last 2 deliveries have been delayed because they don't have stock! January's delivery when stock came in didn't arrive despite being told it was out for delivery. Eventually DHLs tracking said it had been returned to sender.
Just had email about February and it looks like the only thing on repeat is the bad service. Will be cancelling
26 February 2026
Unprompted review
Reply from Petwell.co.uk
Hi Delina,
We’re very sorry for the recent issues with your subscription and the delays you’ve experienced due to stock availability. We completely understand how frustrating this must be, especially when you rely on regular deliveries.
Please accept our sincere apologies for the inconvenience caused. We are actively working to improve our stock management and fulfilment processes to help prevent situations like this from happening again.
If there’s anything further we can do to assist you, please don’t hesitate to contact our Customer Care team at customer.service@petwell.co.uk or call us on 020 8089 3880.
Warm regards,
Ellie
Quick delivery
22 February 2026
Unprompted review
Easy website to navigate and excellent…
Easy website to navigate and excellent pricing. Love your reorder system
22 February 2026
Unprompted review
Everything returned unopened (cat passed) partial refund claiming some items not returned??
We ordered two surechip feeders plus mats and replacement bowls because one of our cats developed an acute kidney injury and needed to be fed separately. While the parcel was on its way, our cat had to be put down so we returned the entire order unopened. We received only a partial refund for the feeders but not the accessories with no explanation. Having followed up to ask why, a month has passed and still no reply ..
12/03/2026
I returned the entire order unopened.
So any missing items were either not sent to me or were not reviewed properly when delivered to you.
Please kindly issue me the remainder as this is quite frankly adding insult to existing injury.
23 January 2026
Unprompted review
Reply from Petwell.co.uk
Hi DK,
Thank you for your feedback.
We’re very sorry to hear about the loss of your cat. Please accept our heartfelt condolences — we completely understand how difficult this must be for you.
Regarding your order, a full refund has been issued for the items returned, this is minus the £5 return fee. We sincerely apologise for the delay in responding to your previous messages and for any confusion caused regarding the partial refund.
If you have any further questions or concerns, please don’t hesitate to contact our customer care team at sales@pet-supermarket.co.uk
or call us on 020 8089 3880, and we’ll be happy to assist.
Kind regards,
Hayley
Pet Supermarket Customer Care Team
Poor customer service
Poor customer service.
Within 12 hours of placing an order I tried to cancel it but, as it was the weekend, received a message saying I'd have to phone during office hours mon-fri. But part of the order was dispatched during the weekend.
Company said I could return it, but I would be charged a return fee, however they backed down after I challenged this. Yet, still charged me a return fee AND return postage cost.
7 February 2026
Unprompted review
Reply from Petwell.co.uk
Hi Rosie,
Thank you for your feedback. We’re sorry to hear about your experience and the frustration caused when trying to cancel and return your order.
We would like to review this further and ensure it is resolved appropriately. Please kindly contact our Customer Care team at customer.service@petwell.co.uk, and we’ll be happy to assist you.
Warm regards,
Ellie
Excellent price and delivery.
Order placed on the 12th February for four large bags of purina one kitten biscuits for hedgehog’s, and passing paws. Absolutely astounded when it arrived this morning 13th February even more astounded that the courier was Evri and it arrived that quick!. Excellent service from Petwell and on this rare occasion Evri. I buy these biscuits all year round and Petwell were the cheapest of many this month so hopefully I will be a returning customer again and again. Thank you Petwell 🦔🐈🐈⬛ & me, their slave. Ps all the cats do have their own homes too!. 💜
13 February 2026
Unprompted review
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