Webbox Pet Food Reviews 92

I ordered some Chicken Chip and Sushi dog treats directly from Webbox. I ordered on Friday and the DPD tracking was still waiting on my parcel on the Wednesday. I sent Webbox an e-mail asking for an update. No reply has been given but DPD delivered the treats early afternoon (the tracking had still not updated). The quality and the value of the treats is good. I’m happy with the service but they should be replying to messages. Thank you.

I felt compelled to send this right away as I’d ordered direct from Webbox instead of the store for a change then made the mistake (or so I’d thought) of checking Trustpilot after. I always normally check Trustpilot first. I was shocked to see the score and the bad reviews and was worried. I called just to check all was ok and a lovely girl reassured me and said the parcel should be quick.
This morning, two days after my purchase online, the parcel has just arrived!! Thankfully Webbox used DPD, and not Evri who take 10 days to deliver my Petsathome deliveries!!
So it’s a top 5 star from me today!!!
I’m really happy and very impressed and I will order again for sure.
Thank you!

This was my third order, first 2 were fine but out of the three products I ordered one was sold out. I will never understand how Companies cannot keep up to date stock quantities. I have now read the reviews and will not be ordering again. Quite scary.

Absolutely Appalling! AVOID - AVOID - AVOID
I’ve been purchasing Webbox Chub Rolls for my dog for over 10 years. The last ones were rotten, watery, discoloured and definitely not edible. They were in date and had been stored properly. I’ve contacted Webbox customer services twice regarding this on 16/08/25 & 14/09/25 and have been completely ignored!! They’ve not responded to my messages. This is really bad customer service. There is absolutely no way I’m feeding this to my dog and have now binned them.

Food was rotten and infested with larvae. Smell was putrid. DO NOT BUY.

WEBBOX - Pets Choice Ltd
Head of Customer Care
Wemberham Lane Yatton,
Bristol, BS49 4BS.

Dreadful experience... placed an order for £200 worth of goods. I sustained an injury which meant that I needed to provide specific delivery instructions. Immediately contacted their so called "customer service's" and informed them, advising them of the necessity of needing the tracking information. Received a response "we aim to respond within 7 day's" When they did respond (Thursday 23rd October morning) they advised that my order had just been completed and they were awaiting tracking information from DPD. Again, I highlighted the need for the tracking information in order to provide specific delivery instructions due to my injury. Patiently awaited the information. Communications ignored. Contacted them again, to advise them that i am not waiting any longer and to cancel the order only to be advised that the order had been delivered SEVEN day's ago !
Absolutely unbelievable response when I challenged this, despite the Customer Service "Manager" advising me that the warehouse staff responsible for packing the order FAILED to follow company procedure and did not add the necessary information, she has refused to provide me with a refund. Her repeated refusal to answer basic questions, such as "Please provide me with the time of delivery" and failure to grasp basic information and to take accountability for their failures has prompted this review.

So half of the pouches contained rotten food. They would have made my kittens incredibly sick. Slushy, rotten, rancid. As if this wasn't bad enough, every single box had bugs in them!!! Larvae, bed bugs I don't know what - absolutely disgusting and I will NEVER EVER purchase from them again.

My two cats actually loved the webbox natural food until approx 6 months or so ago. Now they wont touch it. They lick a little bit of the jelly and that's it. I cant actually blame my cats either because the meat lumps are now rock solid. Im even having trouble mushing the meat down with a strong metal cat fork. Coincidentally it was around the time some of the Webbox packaging changed. So my question is, with that change was there a change of supplier/ingredients? Also Webbox use Feefo reviews which are only showing 4/5 stars. This is not an honest customer viewpoint as many on Trust pilot have given 2 stars and below.

We've been buying the kitten food for a year with absolutely no faults. Moved to the adult food and one packet was complete slush with a rotten piece of what I presume was salmon in there, the smell was vulgar. And now we've had another box with dead bugs inside it. We did email Webbox with the info requested but they then proceeded to ask for the information again which I cba doing. We might look at another brand if we get a third fault, maybe more quality checks are needed.

Hi, where is my order? Order and paid last week and there is no sign of shipment. I have emailed you and requested an update. Can you please confirm when my order will be dispatched? Otherwise, I will contact my credit card provider to get the money back. Such a poor service

Brought some of the new cat crunch products all 3 favours , my cats hate them , they are ROCK hard ,one of my cats eats anything but ahe won't touch these ,waste of money . Contacted customer service ,had one reply which I replied to then nothing!!!!
Don't give a s##t about customers wont purchase ANYTHING again

Placed order 8 days ago and paid, website stated being processed for 8 days. Emailed 3 times, all stated 15, 7 & 7 days to reply. No response, decided to call, got told 3 times being put through to customer relations. Cut of 3 times by Customer Non-relations, avoid ordering with this company.
Eventually got through and told the order was stuck on their website and not processed through to their system. That is a copout response. Waiting for Customer Non-Relations to call me back.
Order received in good time once the problem at the suppliers end had been resolved.

Lousy customer service. Order sat for four days at Webbox warehouse before they transferred it to their courier DPD who are very good. I have spent £120 on 3 x 40 box delivery of duck and swan food for the ducklings nesting in my garden. Because of Webbox’s slow despatch their food has now run out. Won’t use them again

Absolutely appalling .The wonderful DPD also lost my parcel …contacted Webbox 3 times .
Firstly told it would be delivered tomorrow …no it wasnt .
Had to ring again, most patronising person to exist kept saying to me …i understand .
I literally had to beg them to ring DPD to find out where it was .
This person said they would and then email me…..they of course didnt .
Had to ring again …same answer.
They take the money and thats all they care about.
I dont think any person that works there has animals or has a dam clue in what they are doing
How are you supposed to feed animals when the food doesnt turn up ???

THEY DONT CARE .
So, you contact them on their contact form …..15 days it says to reply ….15 DAYS TO RESPOND…BUT THEY DONT.
I then emailed through their email on paypal…..that came back as recipients refused it .
Diabolical company who …DONT CARE ONCE THEY HAVE YOUR MONEY 🤬

I STILL HAVE NOT GOT THE FOOD A WEEK LATER OR ANY APOLOGY OR MY MONEY BACK 🤬
So, i ended up ringing DPD myself today …they never even dispatched the parcel in the first place.
So over a week and over 30 phone calls to WEBBOX and DPD.
BUNCH OF LYING CROOKS.
WEBBOX TOOK THE MONEY AND NEVER SENT ANY FOOD AT ALL …THEY LIED EVERY PHONE CALL I MADE AND SAID IT WILL BE HERE TOMORROW , TOLD ME THEY HAD SPOKEN TO DPD …THEY HADNT.

AVOID THIS COMPANY WHERE THEY DONT CARE, LIE , AND HAVE NO IDEA WHAT THEY ARE DOING .
I AM FURIOUS AS MY CATS NOW HAVE NO FOOD AS I ORDERED IN PLENTY OF TIME AND A WEEK LATER ….NOTHING.
THEY DONT CARE NOT CARE IN ANY WAY WHATSOEVER.
WORST PET FOOD COMPANY TO EVER EXIST .
EVEN THEIR EMAIL IS FRAUDULENT AND DOESNT WORK.
THEY GO UNDER A FEW DIFFERENT NAMES AS WELL .

FRAUDULENT AND A BUNCH OF LIARS …TAKE YOUR MONEY AND ARE VILE TO DEAL WITH .

JUST FOUND OUT THEY HAVE TOLD DPD TO TAKE THE IMAGINARY PARCEL BACK….THE ONE DPD SAID THEY DIDNT RECEIVE ‼️
YOU COULDNT MAKE THIS CRAP UP

WEBBOX HAVE BLOCKED MY ACCOUNT AND I CANT ORDER EVER AGAIN.
THATS WHAT YOU GET WHEN YOU COMPLAIN ABOUT THEIR INCOMPETENCE.

THEY SHOULD NEVER BE SELLING ANY PET PRODUCTS AT ALL …THEY DONT CARE ABOUT ANIMALS …ALL THEY CARE ABOUT IS ££££££

WORST PET FOOD SUPPLIER TO EXIST .

I now have proof from DPD that my parcel wasnt picked up until 16th July in the afternoon.

Pets choice staff told me on the 14 th it would be delivered on the 15th .
As it wasnt of course , i rang back and ask them to track it as it wouldnt track for me.
Told they had now tracked it …it would definitely be delivered on the 16th July .
HOW ???
They didnt even pick it up till that date from them and in the afternoon ‼️

Then when DPD had picked it up late afternoon …they were told to return it ….because i had lost my temper and complained about them constantly lying to me.
Totally liars , incompetent and unreliable company .

Can you explain to 8 hungry cats why their food hasnt turned up 4 consecutive days 🤬‼️

I have never dealt with such liars 🤬

Notice …they do not reply on here either to so many bad reviews .

Need to avoid such a terrible company ‼️

To the reply…THIS IS ALL TRUE .
YOU CONSISTENTLY LIED TO ME.
HOW CAN A PARCEL BE DELIVERED WHEN YOU SAID …WHEN DPD HADNT EVEN PICKED IT UP .??????

HAVE YOU READ THE REVIEWS ???

MANY OTHERS ARE NOT HAPPY EITHER …SO NOT. MANY HAPPY CUSTOMERS AT ALL.‼️

I DONT THINK ONE STAR IS FROM GOOD REVIEWS , YOU CANT HAVE READ THEM ‼️

I chose the cheaper delivery option and had y parcel delivered to the local post office. The sub total showed the cheaper price but then unbeknown to I was charged the home delivery price on checkout.
I contacted customer services to refund the difference but no reply.

Why have you changed the Webbox cat stick recipe and increased the price by 40%? My cat and cats belonging to my friends won’t go near the new sticks.

I had some lik-e-lix which were not filled with much product. I contacted customer service who advised me they would look into this problem and get to the bottom of it. Elizabeth from customer service replied quickly and was so helpful, even sending a replacement. Thank you!

Absolutely shocking service from the Webbox team, 14 days response times, no order confirmation or delivery updates and then incorrect deliveries of products that are damaged. Eventually when there is a response there is a basic apology sent, I am beyond appalled by the operation of this brand and level of care.

Having purchased Webbox Chomping Chews Beef 1.5Kg from Costco, on opening the tub, I discovered the Chews were mouldy and discoloured. Checking the "sell by" date, it showed 03-26, so I was happy that the Chews were not out of date.
Conscious that there may be an issue with the Chews and the Batch, I contacted Pets Choice Limited the manufacturer of the Webbox Chews, reported the issue and was promised a "call back". Nothing was received, so again I called, with the same promise of a response. None was received. So I took pictures of the barcode, batch number, expiry date and the mouldy chews in the tub, and forwarded by email to Pets Choice, aware that this might lead to some response and the possibility of identifying the issue. After 4 days, I had no response, so I followed up with a further e-mail. Still no response.
The issue of seeking a replacement is less important than getting assurance that this Batch has not been contaminated in some way with the potential of being given to dogs and the further potential of the mouldy chews making the animals sick.
It is a great shame that I have had to resort to naming and shaming as I desperately wanted to resolve this with Pets Choice Limited, but I did try!

RESPONSE
Following my review submittal, Customer Services called me to say they had tried to contact me by telephone. They asked me to send again the pictures of the mouldy product chews, which I have done. They have promised to send a new tub 1.5kg of chews.
Amazing how a Trustpilot Review grabs the attention you sought. Thank you.

Webbox Naturals wet food. My cats love this food but I’m looking for alternatives as I’m concerned re the quality. Bloated sachets, empty (sealed sachets) sachets that just don’t feel right is what I frequently experience. To be honest empty sachets are annoying but my biggest concern is whether I’m feeding my cats something that will cause harm. When I first encountered problems I contacted them to not just complain but to ask what their quality control practices were. I wasted my time. The person I spoke to tried to pass the buck to the supermarket I purchased from. Like they’re responsible for empty/ half full sealed sachets or bloated sachets in unopened boxes! I’m now looking to replace which is a shame because one of my cats is quite a fussy eater and he likes this.