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
Created with AI, based on recent reviews
What people talk about most
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
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
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.
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 web site
Good web site, easy to order and delivered quickly but with no time slot, however expensive
12 February 2026
Unprompted review
Great prices and speedy delivery
I bought Thrive dry cat food. I always shop around but have come back to Petwell for my past 3 orders. One of the cheapest prices I've found and the delivery was exceptionally quick.
29 January 2026
Unprompted review
Lousy customer service and no delivery!
Ordered cat food. After it hadn't arrived in two weeks, i wrote to them. They eventually gave me a tracking number for the cat TOY i had also ordered, but not for the food. TOY arrived, but FOOD never did. I asked for a refund, but got none... My last two emails remain UNANSWERED... Never again!
16 January 2026
Unprompted review
Reply from Petwell.co.uk
Hello Sabine,
Thank you for taking the time to leave your review and I’m genuinely sorry for the frustration and disappointment this experience has caused.
This is certainly not the level of service we aim to provide, I completely understand how upsetting it must have been to receive updates for the toy but not the food.
I want to reassure you that I have contacted you directly and have processed a full refund for the missing items. Please allow 2–5 working days for this to appear back in your account.
Your feedback is extremely important to us, and we will be reviewing this internally to ensure we do better going forward.
Warm Regards,
Natasha,
Petwell.
Bags of cat litter
I ordered five bags of cat litter. One arrived on its own. Then three. I am still waiting for the fifth bag to arrive. Apart from delivery problems. Petwell is a great company to order from. I’ve never had delivery problems before. Only since New year. I have called DHL. They assure me the last bag will be here today.
27 January 2026
Unprompted review
Reply from Petwell.co.uk
Hello Maureen,
Thank you for your feedback and we’re very sorry for the issues you experienced with your recent delivery. We completely understand how frustrating it must be to receive your order in parts and then have one bag delayed.
I’ve contacted you directly regarding the final bag and a refund has now been processed as unfortunately this package was returned to us by the courier. Please allow 2–5 working days for the refund to appear in your account.
We truly appreciate your kind words about Petwell and your continued custom, and we’re sorry again for the inconvenience caused by this delivery.
Warm Regards,
Natasha
Petwell.
A fast and efficient service and…
A fast and efficient service and competitively priced. I would certainly shop from Petwell again. Thank you
27 January 2026
Unprompted review
Have not received the order
Still have not received the order! Suggest that you use a more reliable delivery company. So far DHL have promised delivery on Wednesday-they cancelled and. advised delivery would be made on Thursday - WRONG!
DHL van arrived at neighbours house made a delivery to them and then accelerated out of the close! DHL then advise that they cannot locate my house! I call them to rearrange and they advised me that Petwell had not given them enough address information! So it is your fault - NOT. DHL's Now expecting delivery on Monday - let's see!!!!!!
29 January 2026
Unprompted review
Reply from Petwell.co.uk
Hello Mike,
Thank you for taking the time to leave your review, and I’m sorry for the frustration and inconvenience this has caused. We completely understand how upsetting it is to repeatedly be promised a delivery that then doesn’t arrive.
I want to reassure you that the address details provided to DHL are taken directly from the order placed and are checked before dispatch. That said, I completely appreciate how frustrating this experience has been for you.
I am pleased to see that the order has now been successfully delivered, and I do hope this brings some reassurance.
Once again please accept our apologies again for the disruption caused.
Warm regards,
Natasha
Petwell.
Biocatolet
Stock my preferred cat litter at a reasonable price,shame no tracking details provided by either retailer or Evri unless you go back on to retailers website, so wasn't aware had been delivered to safe place.
30 January 2026
Unprompted review
Reply from Petwell.co.uk
Hello Marguerite,
Thank you for taking the time to leave your review and for your kind comments about our pricing and product range.
I’m sorry to hear about the confusion around the delivery updates. Normally, tracking notifications and delivery confirmations should be sent directly to the email address registered on your account. I apologise if this didn’t happen on this occasion and understand how frustrating it can be not knowing your order has already been delivered to a safe place.
We truly appreciate you highlighting this, as it helps us identify where communication can be improved.
If you ever have any concerns about a delivery, please don’t hesitate to reach out to us and we’ll be more than happy to check the tracking for you.
Warm Regards,
Natasha,
Petwell
This is the second time using Petwell
This is the second time using Petwell. I can't fault them. Ordered on the 21st Jan. Delivered 23rd Jan. Much cheaper than who I used to buy it from. Brilliant.
23 January 2026
Unprompted review
Still awaiting delivery!
28 January 2026
Unprompted review
Reply from Petwell.co.uk
Hi J,
Thank you for your review, and we’re very sorry that your order has not yet arrived. We completely understand how frustrating this must be.
Please contact our customer support team with your order details so we can investigate this as a priority and ensure your delivery reaches you as soon as possible. Please contact our customer care team at customer.service@petwell.co.uk or call us on 020 8089 3883
Kind regards,
Hayley
Pet Supermarket
New to this company and website but…
New to this company and website but impressed so far. will order again
16 January 2026
Unprompted review
My cat loves the Biocat litter
My cat loves the Biocat litter, I love it as biodegradable, doesn't clump and getting it delivered is perfect and still cheaper than supermarkets even with delivery costs. Great company.
20 January 2026
Unprompted review
Can't fault the service on time…
Can't fault the service on time packaged well web site easy to navigate.
22 January 2026
Unprompted review
Arrived on time
22 January 2026
Unprompted review
Still waiting for my order to be…
Still waiting for my order to be delivered. One week been waiting.
Won't be buying here again
21 January 2026
Unprompted review
Reply from Petwell.co.uk
Hi Nigel, thank you for your feedback, and we’re very sorry to hear that you’re still waiting for your order.
We completely understand how frustrating this is, especially after such a long delay, and we sincerely apologise for the inconvenience caused. This is not the experience we want for our customers.
Our customer care team have processed a full refund for your order as this had become lost in transit with the courier. We understand the inconvenience caused and your feedback will be raised to the relevant departments to review.
Thank you for bringing this to our attention, and we’re sorry that this has affected your confidence in shopping with us.
I was buying cat litter from them on…
I was buying cat litter from them on subscription and after a few adjustments got it right amount right delivery dates. Delivery was always two boxes with two bags in. Last delivery was two boxes but only one bag in each hence two bags short. Quick email explaining shortage then several more emails explaining exactly how the shortage occurred this to-ing and fro- ing went on for about a month. Then they sent me a form to fill in, the form had to be downloaded completed by hand then sent back by snail mail. I felt transported back to my childhood I had a pen but no printer and a stamp is nearly a quid
20 January 2026
Unprompted review
Reply from Petwell.co.uk
Hi Luke, thank you for taking the time to leave your review.
We’re very sorry to hear about the issues you experienced with your delivery and that the process to resolve the shortage was not ideal. We understand how frustrating it must have been to receive fewer items than expected.
We also appreciate your feedback regarding the form request. We acknowledge that this approach was inconvenient and not in line with the smooth, modern service we aim to provide. Unfortunately, this is our current procedure and whilst we understand it may not be convenient, we try to make the process as smooth as possible. However, your comments have been shared with our team, and we’re reviewing our procedures to ensure future cases can be handled more efficiently and digitally.
Thank you again for highlighting this, and please accept our sincere apologies for the inconvenience caused.
Great company ,fantastic prices
Huge range to choose from.The wet dog food I use for my setter is at a great price per pack.Cheaper than anywhere else I've found it by quite a way.Also delivered quickly and securely packaged.Excellent experience.
17 January 2026
Unprompted review
Do not bother using this Company
First my repeat order could not be processed because I had not amended my credit card details with new expiry date. This was duly actioned once I was notified but the order was not despatched.
I could not get through to customer services by telephone and so had to send an email and 2 days later received a response to say that the order had now been processed. 2 days later still no confirmation to say order had been despatched. Following day the courier sent a message saying that they were still awaiting the order.
Another telephone call to Petwell and following day I received a message from courier telling me that it would be delivered the following day.
It was delivered but was not the correct food for my dog. I was half expecting this to happen as several checks on Petwell site showed the item I had on easy repeat had been out of stock for some weeks.
I rang and requested a full refund and for incorrect item to be collected. Refund was actioned immediately but as I write the dog food is still waiting to be collected. Once it has been collected I will be cancelling my subscription and sourcing the item elsewhere. Most probably back to Pets at home and click and collect the 15kg bag.
6 January 2026
Unprompted review
Reply from Petwell.co.uk
Hi, thank you for taking the time to leave such detailed feedback.
We’re very sorry for the inconvenience and frustration you experienced with your repeat order.
We sincerely apologise that the product supplied did not match your subscription, particularly given that the item had been out of stock. This is not the level of accuracy or reliability we aim to provide, and we completely understand why this has affected your confidence.
We can confirm that our Customer Service team have taken action regarding this issue. Our team is following this up to ensure the collection is completed on the designated date.
Thank you again for highlighting these issues. Your feedback has been shared internally as we work to improve our overall service experience.
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