Excellent value dog food and when I made a mistake and signed up for two 12kg bags to be delivered every week for one small lab, customer services sorted it out quickly. Delivery was swift (and delive... Toon meer
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Lees wat reviewers zeggen
Absolutely Shocking. Place my order on the 29th August. (48hr delivery) It took numerous emails and phones calls to get to a full refund stage by the 21st September. I was given complete misleading... Toon meer
Bedrijf heeft geantwoord
My last two months orders have arrived significantly late. In addition to this one order has simply not arrived and two orders arrived partially complete but one item was damaged. I’ve had to listen t... Toon meer
Bedrijf heeft geantwoord
After taking in some rescue cats I realised I would need to stock up on essentials like cat litter etc , while they bedded into their new home I came across Petwell and the prices were amazing compar... Toon meer
Bedrijfsgegevens
Geschreven door het bedrijf
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.
Contactgegevens
Paramount House, Gelderd Road, WF17 9QD, Birstall, Verenigd Koninkrijk
- 020 80893883
- customer.service@petwell.co.uk
- petwell.co.uk
3,2
Gemiddeld
3K reviews
Geen recente geschiedenis van het vragen naar reviews
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Heeft 65% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 week
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Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Talk about snail-mail !
It is now 9 days since I placed an order for Sheba cat food. They say I will get notification when they despatch the goods. Nothing yet. Have e-mailed them but apparently it takes 2 days to reply. Whilst their prices are very reasonable, the service is abysmal. I will not be using them again. T. H.
30 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hello Hardy,
We’re sincerely sorry for the delay with your order and for the frustration and disappointment this has caused.
We completely understand how frustrating it is to be waiting for your Sheba cat food after 9 days, particularly when you were expecting a dispatch notification and have already contacted our Customer Care team.
Unfortunately, we are currently experiencing operational delays with some orders following a recent warehouse move, which has affected our usual dispatch times. We also apologise that you have had to wait for a response to your email. We appreciate that this has added to the frustration and is not the level of service we aim to provide.
Our team are working hard to return operations and dispatch times to normal as quickly as possible, and we are continuing to work through the orders affected.
We would really like the opportunity to look into your specific order and provide you with an update. Please contact us directly at customer.service@petwell.co.uk or 020 8089 3883, quoting your order number, and we’ll be happy to investigate this further.
We’re genuinely sorry for the inconvenience caused and understand why this experience has left you disappointed. Thank you for taking the time to share your feedback with us.
Kind regards,
Nicole
Petwell
Deliveries always late
Ordered dog food on a subscription so that new deliveries would arrive before we ran out. Nothing has turned up on time due to supposed warehouse issues so may as well just go to a pet shop and collect ourselves. This is the second time this has happened in as many months.
Sadly disappointing performance from this company.
28 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hello Ian,
Thank you for your feedback.
We’re sincerely sorry for the inconvenience and disappointment caused by the delay with your subscription order.
Unfortunately, we are currently experiencing delays with dispatching some orders due to a recent warehouse move, which has affected our usual fulfilment times. We completely understand that this is particularly frustrating when you have a subscription in place specifically to ensure your pet’s food arrives before you run out.
Our team are working hard to restore our operations and return dispatch times to normal as quickly as possible.
Due to the delay, we have also refunded the delivery charge on your order. However, we fully appreciate that this does not make up for the inconvenience caused or the disruption to your usual ordering arrangements.
We’re very sorry that we have let you down on this occasion and appreciate you taking the time to share your feedback.
Kind regards,
Nicole
Petwell
Go shop somewhere else. Worth the extra £1 to save the stress
Ordered from them before and had a good experience. Ordered again 23/08 and nothing. Contacted customer service to say recent warehouse move and it will be dispatched beginning of September. Well that’s no good to me! Why have something as in stock if you can’t fulfil. My order has now been ‘dispatched’ with no hope of receiving until another week. I need the food for yesterday. Diabolical.
Customers, boycott this joke of a company. The ‘recent’ warehouse move was months ago. There is no excuse. Stop trading for a few days to sort the warehouse if it’s causing that many issues. The joke is, the warehouse is 10mins from where I live but no pick up option.
They need to sort the s..t out before they sell anything as there are a lot of disgruntled customers. They also trade as pet supermarket who have loads of 1* reviews and it a part of Fetch.
What a joke
23 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hello Lauren,
We’re sincerely sorry for the frustration and disappointment caused by the delay with your order. We completely understand how upsetting this has been, particularly as you had previously had a positive experience ordering with us and were relying on this food arriving promptly.
Unfortunately, we are currently experiencing operational delays affecting the dispatch of some orders following our recent warehouse move. We appreciate that being advised your order may not be dispatched until the beginning of September was extremely disappointing, especially when the product was showing as available when you placed your order.
We also understand your frustration that the order has since been marked as dispatched while you are still waiting for it to arrive. We’re sorry that our service has not met the expectations you quite reasonably had based on your previous experience with us.
Our team are working extremely hard to resolve the ongoing operational issues and return our dispatch service to normal as quickly as possible. We appreciate that this does not make up for the inconvenience or the additional arrangements you have had to make to source your pet’s food.
We would really like the opportunity to look into your specific order and assist wherever we can. Please contact our Customer Care team directly at customer.service@petwell.co.uk or 020 8089 3883, quoting your order number, and we’ll be happy to review this for you.
We’re genuinely sorry that we have let you down on this occasion and understand why you are disappointed. Thank you for taking the time to share your detailed feedback with us.
Kind regards,
Nicole
Petwell
Regretted not looking at the review…
Regretted not looking at the review before placing an order. After making it, no update for 2 days. Emailed them, no reply but just an auto reply that it usually takes 4 days to dispatch. Email again after 4 days, same. After 5 days, then a reply that they were experiencing some operational difficulties at their new site. Low price with no supply and wasted your time.
21 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hello,
We’re sincerely sorry for the frustration and disappointment caused by your experience with your order.
Unfortunately, we are currently experiencing operational difficulties following our recent warehouse move, which has affected the dispatch times for some orders. We completely understand how frustrating it must have been to wait for an update and then have to contact us multiple times before receiving a more specific response.
We also apologise that our automated responses did not provide the clarity or reassurance you needed. We appreciate that this has resulted in you feeling that your time has been wasted, and this is certainly not the experience we want for our customers.
Our team are working hard to restore our operations and dispatch times to normal as quickly as possible, and we are continuing to communicate with customers whose orders have been affected where possible.
We would like the opportunity to look into your specific order and see how we can assist. Please contact us directly at customer.service@petwell.co.uk or 020 8089 3883, quoting your order number, and our Customer Care team will be happy to investigate this further.
We sincerely apologise again for the inconvenience caused and appreciate you taking the time to share your feedback.
Kind regards,
Nicole
Petwell
Poor quality customer service
I have recently ordered twice pet supplies from Petwell within the last month. The first time 20% of the order arrived when i enquired 10 days later asking when the outstanding purchase would be delivered i was informed it was due to "unexpected stock shortage" and was given a refund. On the 2nd occasion I had not received my order after 2 weeks I contacted customer services again to be informed "ongoing delays within our warehouse" and i would receive my order in 4 days. This is not good service, if the company has internal problems customer services should have written to all customers with outstanding orders explaining the situation, instead of being reactive and only act to resolve the issue once the customer has instigated the enquiry. There is a lot of competition in this market sadly the companies who lack customer satisfaction will cease to function.
Edit: received delivery of order placed on the 17th August today 5th September. ordered 48 packs of Webbox tasty sticks received 4. This is the 2nd time this has happened and cannot be attributed to changing warehouse it's pure incompedance!
14 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hello Charles,
We’re sincerely sorry for the repeated delays and the frustration and disappointment this has caused. We completely understand why, after experiencing issues with two separate orders, you would feel that the service provided has fallen short of your expectations.
Unfortunately, we are currently experiencing operational delays with some orders due to a recent warehouse move, alongside some stock availability issues. We appreciate that this has resulted in a very frustrating experience, particularly as you were initially expecting your orders within our usual delivery timescales.
We also understand and appreciate your comments regarding communication. Where possible, we have been contacting customers whose orders have been affected by the current delays, but we recognise that this should have been clearer and more proactive. We are sorry that on both occasions you had to contact us yourself before receiving an update.
Our team are working hard to return our warehouse operations and dispatch times to normal as quickly as possible, and we are reviewing how we communicate operational issues to customers to help ensure clearer and more timely updates in the future.
We genuinely value your feedback and understand that repeated issues can understandably affect your confidence in ordering with us. Please accept our sincere apologies for the inconvenience caused, and thank you for taking the time to share your experience.
Kind regards,
Nicole
Petwell
Will not deliver in stated times. Continues to deceive.
Clearly having more than the claimed "some delays" to the dispatch and delivery of their products due to a warehouse move.
The website still clearly advertises dispatch within 1 to 4 days, and after hearing nothing about my order for a week, I chased by email and received a response that my order was now being dispatched - coincidentally with a shipping label created email also sent at the same time.
It has now been a further 7 days and the status tracking of the parcel still shows as not dispatched and no further movement.
Now considering a follow up complaint to the Advertising Standards Authority (ASA) and Trading Standards to report their misleading claims on the website of goods dispatched within 1-4 working days.
The lack of transparency and clarity on their site and follow up communications with yet further deception leads me to conclude they are not a trustworthy business.
14 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hello Joel,
We’re sincerely sorry for the frustration and disappointment caused by the delay with your order, and we completely understand your concerns regarding the information provided on our website and the lack of progress shown by the tracking.
Unfortunately, we are currently experiencing operational delays with dispatching some orders due to a recent warehouse move. We appreciate that, from your experience, this has been more than the level of delay we would normally expect, and we’re very sorry that your order has been affected.
We have been reaching out directly to customers whose orders have been impacted by these delays to keep them informed. However, we recognise that the communication regarding your particular order has not provided the clarity or reassurance you should have received.
Our team are working hard to return our operations and dispatch times to normal as quickly as possible, and we are continuing to work through the outstanding orders affected by the warehouse move.
We would like the opportunity to look into your specific order and provide you with the most accurate update available. If you require any further information or assistance, please contact our Customer Care team directly at customer.service@petwell.co.uk or 020 8089 3883, quoting your order number so we can investigate this for you.
We’re genuinely sorry that this experience has affected your confidence in us. We appreciate you taking the time to raise your concerns and apologise again for the inconvenience and frustration caused.
Kind regards,
Nicole
Petwell
Disappointed!
I placed an order for 5 x Gardman Supreme Wild Bird 50 Suet Balls on the 13th August. Standard delivery was 2-3 working days. On the 19th & 21st August I was notified that my order was delayed. When I called them to enquire what the problem was I was informed that the warehouse had relocated and this was causing delays. I told the, very pleasant woman that I was concerned that my order may not arrive before I went away and there would be no one to accept the order. She said that my order had been upgraded to next day delivery and should be dispatched in time. At approximately 4pm on the 24th August I received an email informing me that my order had been dispatched. It had not been upgraded to next day delivery. The order arrived a little while ago, while I was out. The courier placed the 3 large, heavy boxes right in front of the front door making it difficult for me to get to my front door when I arrived home. 3 of the tubs containing the suet balls are broken and the balls themselves are broken up, too.
This has not been a good experience. The price was good, but I think I would rather pay a bit extra and receive my order within the time frame I expect, and hopefully, undamaged. The company should be transparent and advise buyers of delays in shipping. Stating that delivery will be in 2-3 working days is misleading. Can't recommend, unfortunately.
27 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hello,
Thank you for your feedback.
We’re sincerely sorry for the disappointing experience you’ve had with your order, and we completely understand your frustration.
We appreciate the detailed feedback you have provided regarding both the delay and the condition in which your order arrived. Unfortunately, our recent warehouse relocation has caused delays to our usual dispatch operations, and we’re sorry that your order was affected. We also apologise that the expected delivery timeframe did not reflect the delay you ultimately experienced.
We’re particularly sorry to hear that the items arrived damaged, and that the delivery of the heavy boxes caused further inconvenience when they were left directly in front of your door. This is certainly not the experience we want for our customers.
We have contacted you directly by email so that we can discuss the damaged items with you and work towards an appropriate resolution.
Please accept our sincere apologies for the inconvenience caused. We appreciate your patience and the opportunity to put this right.
Kind regards,
Nicole
Petwell
Kitten food didn't arrive waited 11…
Kitten food didn't arrive waited 11 days contacted them they told me there had been an issue between them and it arriving at courier said they would send out again then 2 days later recievied email saying they had refunded me spoke to a pleasent chap today who informed me because they had refunded me replacement was cancelled didn't even ask for a refund and they have item in stock so very disappointed in there service.
27 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hello Adrian,
We’re sincerely sorry for the disappointment and frustration caused by your experience, and we completely understand why you were unhappy with how this was handled.
We have further reviewed the order and can confirm that it was dispatched from our warehouse. Unfortunately, the parcel subsequently appears to have become lost within the courier network, which is regrettably outside of our direct control.
As soon as we became aware of the issue, we actioned a refund to avoid any further delay in resolving the matter. We appreciate, however, that you had not requested a refund and were expecting us to send a replacement, particularly as the item was showing as available.
We understand how frustrating it must have been to wait 11 days for your order, be advised that another would be sent, and then receive notification that the order had instead been refunded without this being what you had requested.
We’re pleased to hear that you received helpful assistance from our team member, but we recognise that the overall experience fell short of the service we aim to provide.
Please accept our sincere apologies for the inconvenience and disappointment caused, and thank you for taking the time to share your feedback.
Kind regards,
Nicole
Petwell
Not happy with this company.
Not happy with this company. ***Buyers be aware***
Placed an order with Petwell a week ago on 21st and had to contact them as received no update nothing, just had a reply saying they are in the middle of moving warehouse etc etc excuses and dont know when my delivery will be. If they are having problems they shouLd not be taking orders on their Web site, I have rang them to cancel and a refund and well well they are only open 8am to 12pm, I could hardly believe it so had to email to cancel and a refund, let's see how long it takes. Wish I had looked at all the reviews before purchasing as definetly would have gone else where.
21 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hello Geza,
Thank you for your feedback.
We’re sincerely sorry for the frustration and disappointment caused by your experience, and we completely understand why you feel let down.
Unfortunately, we are currently experiencing delays with dispatching some orders following a recent warehouse move, which has affected our usual operations. We appreciate that this is particularly frustrating when you have placed an order and are then unable to receive a clear delivery timescale.
Where possible, we have been contacting customers with affected orders to make them aware of the delays, and our team are working as hard as possible to return our operations and dispatch times to normal.
We can confirm that your order has now been refunded as requested. Please be aware that, once processed, refunds can take a few working days to appear in your account, depending on your bank or payment provider’s processing times.
We’re also sorry that you found it difficult to contact us and appreciate your frustration regarding our opening hours. We understand that this has added to the inconvenience you have experienced.
We apologise again that we have not provided the service you expected on this occasion and genuinely appreciate you taking the time to share your feedback.
Kind regards,
Nicole
Petwell
Left waiting with zero communication
I placed an order and started a subscription with Petwell on 16 August for specialist hepatic food for my dog, who has liver problems.
More than a week passed without any dispatch information or communication whatsoever. I eventually contacted Petwell myself on 24 August and was then told that they had relocated their warehouse and were experiencing operational difficulties affecting both stock and dispatch times.
None of this was mentioned when they accepted my order. Had I been warned, I would simply have ordered elsewhere rather than losing more than a week waiting for food my dog needs.
They were unable to provide a firm delivery date, so after I asked them either to confirm when it would arrive or cancel everything, they cancelled both the order and subscription. I have been told that my money will be refunded within the next day or two.
The delay was disappointing, but the complete lack of proactive communication was worse. Based on my experience, I would not use Petwell again.
24 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hi,
Thank you for your feedback.
We’re truly sorry for the delay and, in particular, for the lack of communication regarding your order. We completely understand how frustrating this must have been, especially when the food was needed for your dog.
We sincerely apologise that we were unable to fulfil your order and that your experience has fallen below the standard we aim to provide.
Kind regards,
Jamie
PetSupermarket
Yes the prices might be good but that's…
Yes the prices might be good but that's of no use if you don't get the order.
Constantly using the excuse of no stock ( then don't offer it in the first place if it isn't available) and now they keep saying it's because they've moved to a new location.
It's a sure way to p**s of customers who then have no choice but to use Amazon.
25 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hi,
Thank you for your email.
I’m sorry to hear that you haven’t received your order yet. I’d be more than happy to look into this for you.
Could you please email us at customerservices@pet-supermarket.co.uk with your order number? Once we have this information, we can investigate the status of your order and provide you with an update.
We apologise for any inconvenience caused and look forward to assisting you.
Kind regards,
Jamie
PetSupermarekt
Second time of ordering a bag of rabbit…
Second time of ordering a bag of rabbit pellets. Last month delivery delayed but eventually got it. 2nd order last Thursday. No communication since order, rang today, 8 days later to be told still no idea of despatch date. I understand a warehouse move can be disruptive but surely a contingency plan was put in place to carry on as much business as normal. If you offer these cheap competitive prices you need to sort these deliveries out before everyone jumps ship.
21 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hi,
Thank you for your feedback.
I’m genuinely sorry that you have experienced another delay with your order, especially after having a similar issue with your previous order. I completely understand your frustration, particularly after waiting eight days without receiving any communication or a confirmed dispatch date.
We are currently experiencing significant disruption due to the warehouse move, and unfortunately this has affected our ability to process and dispatch orders within our usual timeframes. I appreciate that this is not an excuse, and we should have communicated the delays more clearly.
We are working hard to resolve the current backlog and get orders dispatched as quickly as possible. I’m very sorry that we have let you down again, and I completely understand your concerns about continuing to order from us.
Thank you for taking the time to provide your feedback. We sincerely apologise for the inconvenience and disappointment caused.
Kind regards
Jamie
Petwell
Absolutely Disgusting- Avoid this…
Absolutely Disgusting- Avoid this company like the plague unless you want to throw your away.
It clearly stated online “Buy one get one free” i order 20 of my dogs favourite Elwood Rattlesnaps which are not cheap but i thought that will keep us going for a while - but guess what only 20 arrived when i should have received 40 - i would never have bought 20 packs in one go but with an offer like that which of course didn’t happen- AVOID thats all i can say - and also i checked their website again & guess what again- they have removed the offer after i sent them an email
20 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hi,
Thank you for your feedback.
I’m sorry to hear about the issue you have experienced with your order, and I completely understand your frustration regarding the offer and the quantity you received.
Please could you email us directly at customerservices@petwell.co.uk with your order number? Once we have these details, I can look into the order and the offer applied and work to resolve this for you.
We apologise for the inconvenience caused and appreciate you bringing this to our attention.
Kind regards,
Jamie
PetWell
Dreadful.
Dreadful.
No idea of when they will be expecting to despatch my items.
Holding on to cash but not sending anything out? Fishy as hell... Going bust?
17 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hello Victoria,
Thank you for your feedback.
We’re sincerely sorry for the delay and completely understand why the lack of a clear dispatch update has caused frustration and concern.
We have recently moved warehouse, and unfortunately this has caused some disruption to our operations, which has affected our usual dispatch timescales. We appreciate that this is particularly frustrating when you are waiting for an order and have not been given a clear indication of when it will be sent.
We have reviewed your order and can confirm that it was dispatched this morning. We expect it to arrive shortly, and tracking information should be available to follow its progress.
We’d also like to reassure you that the delay is not related to the company ceasing trading. The issue has been caused by the disruption associated with our warehouse move and the resulting backlog.
We sincerely apologise for the inconvenience and concern this has caused and appreciate your patience while we work through the current disruption.
Kind regards,
Nicole
Petwell
Time to avoid this company
Been ordering from this company just over a year now had the usual late delivery and items out of stock that happens from time to time but today Customer service couldn’t or wouldn’t give me an estimate for my latest order. Apparently management and staff are working hard but Don’t know when deliveries will start! So the management don’t know the target timescales they are working to? Do my a favour! Won’t be ordering from this company again!
17 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hello Ric,
Thank you for your feedback.
We’re sincerely sorry to hear that your recent experience with Petwell has left you feeling disappointed, particularly after ordering with us for over a year. We genuinely appreciate your continued custom and understand why the lack of a clear timescale for your latest order has been frustrating.
Unfortunately, we are currently experiencing delays with dispatching some orders, and at this present time we’re unable to provide a confirmed timescale for when individual orders will be dispatched. Our warehouse and Customer Care teams are working hard to progress outstanding orders as quickly as possible, but we don’t want to provide an estimated date that we cannot guarantee.
We completely understand that this is not the answer you were hoping for, and we apologise that we have been unable to provide more certainty regarding your order.
We’d really appreciate the opportunity to look into your specific order and provide any further information available. If you’re willing to contact us directly with your order details, our team will be happy to investigate this further.
Phone: 020 8089 3880 — Monday to Friday, 8:00am–12:00pm
Email: customer.service@petwell.co.uk
We’re genuinely sorry to have let you down and appreciate you taking the time to share your feedback.
Kind regards,
Nicole
Petwell
Ordered markies treats next day…
Ordered markies treats next day delivery only to have the postage returned a couple of days later saying they had problems ( no stock ) web site later went to no stock then back to available for next day delivery so phoned customer services ( very nice woman who handled the situation really well) but was told they dont have any , yet still available on their website today . 17
17 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hello Bryan,
Thank you for your feedback.
We’re very sorry for the frustration and confusion caused with your order for the Markies treats. We completely understand how disappointing it is to pay for next-day delivery, only to then be advised that the item could not be fulfilled due to a stock issue.
Unfortunately, there can sometimes be discrepancies between the stock shown on our website and the physical stock available in our warehouse. We appreciate how frustrating this can be, particularly when an item continues to show as available online when our Customer Care team has advised that it is unavailable. Where possible, we always try to keep our website stock information as accurate and up to date as possible, but occasionally these discrepancies can occur.
We’re pleased to hear that the member of our Customer Care team was able to assist you and handled the situation well. We’ll also ensure your feedback regarding the stock information and website availability is passed to the relevant team for review.
We sincerely apologise again for the inconvenience and disappointment caused, and appreciate you taking the time to share your experience.
Kind regards,
Nicole
Petwell
Dodgy as hell.
Dodgy as hell.
Just avoid.
No need for me to say more. No need for anyone to read more.
Avoid.
15 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hello Paolo,
Thank you for your feedback.
We’re very sorry to see that you’ve been left feeling this way about your experience with Petwell. We take feedback like this seriously and would genuinely like the opportunity to understand what has happened.
If you have experienced an issue with an order or our service, we kindly ask that you contact our Customer Care team directly with your order details, so we can investigate the matter and provide the appropriate assistance.
Phone: 020 8089 3880 — Monday to Friday, 8:00am–12:00pm
Email: customer.service@petwell.co.uk
We sincerely apologise for any frustration or disappointment caused and hope you’ll give us the opportunity to look into your concerns further.
Kind regards,
Nicole
Petwell
Ordered a month ago and still no delivery.
Placed my order a month ago and still nothing received. Chased 10 days ago to be told the matter was being escalated. It’s a £12 bag of cat food! What is there to escalate? Just resend or refund. They appear to use DHL for delivery and I suspect they are the problem but communication from Petwell has been terrible. Suffice to say we ordered from elsewhere because the cat was getting hungry! We won’t use Petwell again.
14 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hello,
Thank you for your feedback.
We’re sincerely sorry to hear about your experience and completely understand your frustration. Waiting a month for a £12 bag of cat food is understandably unacceptable, particularly when you were relying on the order to feed your cat and ultimately had to purchase the food elsewhere.
Unfortunately, it appears that the order went missing within the courier network. As soon as we became aware that the parcel had not reached you, we investigated the matter and actioned a refund accordingly.
We’re also very sorry that you felt our communication throughout the process was poor. We understand that being left waiting for an update, particularly after chasing the order, only adds to the frustration.
We appreciate your feedback regarding the courier and will take your comments on board when reviewing the delivery service we provide. We also understand your disappointment that you had to make alternative arrangements for your cat's food.
We sincerely apologise that we were unable to provide the reliable service and communication you expected from Petwell, and we regret that this experience has affected your confidence in ordering with us.
Kind regards,
Nicole
Petwell
Previously a four but now a two
Previously a four but ordering is pointless... Items in stock aren't in stock.. Big order in to get free delivery or even next day won't ship for 7-10 days then magically ship when you email customer support
However is in charge of the website and stock systems wants shooting.
Won't be ordering from them again - just not reliable enough. Sorry to say if you want something guaranteed, use Amazon. At least you will know it's going to ship and what day
7 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hello Martin,
We’re sincerely sorry to hear that your recent experience with Petwell has been so disappointing, particularly after previously having a much more positive experience with us.
We completely understand your frustration when products appear to be in stock when ordering, only for stock issues to affect the fulfilment of your order. We also appreciate how frustrating it is to wait several days for an order to dispatch, especially when you have selected a delivery service based on the expected timeframe.
Where possible, we work hard to keep our website stock information accurate and ensure products remain available. However, there can unfortunately be discrepancies between our website stock levels and the physical stock available in the warehouse, particularly when demand is high. We appreciate that this can result in customers placing orders in good faith and then experiencing unexpected delays.
We’re also very sorry if you felt you had to contact Customer Care before your order progressed. This is certainly not the experience we want our customers to have.
Your comments regarding our website, stock systems and reliability have been taken seriously and will be shared with the relevant teams for review. We completely understand your disappointment and sincerely apologise that we have fallen short of the service you previously experienced with us.
If you would be willing to give us the opportunity to look into your recent experience, please contact our Petwell Customer Care team directly with your order details, and we’ll be happy to investigate this further.
Phone: 020 8089 3880 — Monday to Friday, 8:00am–12:00pm
Email: customer.service@petwell.co.uk
We’re genuinely sorry to have let you down and appreciate you taking the time to provide your feedback.
Kind regards,
Nicole
Petwell
Very disappointing service and poor communication
I placed an order on 7th August for two large bags of dry dog food, expecting it to be dispatched by 11th August at the latest, based on the company’s stated 1–2 working day dispatch time.
By late afternoon on the 11th, I still hadn’t received any dispatch notification, so I tried to call for an update. Unfortunately, I was met with a message saying the phone lines were closed and were only open from 8am–12pm, Monday to Friday. I therefore emailed instead.
The response I received simply repeated the stated dispatch and delivery times and advised that my order was now estimated to be dispatched on 12th August. It is now the 13th, and with the food I had left not being enough to see my dogs through into next week, I have had no choice but to cancel the order and purchase the food elsewhere.
Having since looked at other reviews, it appears I am far from the only customer to have experienced delays. Other customers have apparently been told that the company is experiencing delays with processing and dispatching orders. This was not communicated to me when I contacted them.
I appreciate that delays can happen, but what is particularly disappointing is the lack of proactive communication. Had I not contacted them myself, I have no idea when—or if—I would have been updated about my order.
I also notice that the response to many negative reviews seems to be an apology. An apology is appreciated, but it means very little if the underlying problems aren't being addressed and customers continue to experience the same issues.
I need to be able to rely on a company to dispatch essential pet food within the timeframe advertised, or at the very least communicate promptly when there is a problem. Unfortunately, based on this experience, I will not be using this company again.
13 augustus 2026
Review zonder uitnodiging
Antwoord van Petwell.co.uk
Hello,
Thank you for your feedback.
We're very sorry to hear about your experience and sincerely apologise for the delay and the frustration this caused, particularly as you needed the food urgently for your dogs and had to purchase it elsewhere.
Unfortunately, some orders are currently experiencing delays due to a recent warehouse move and an influx of orders. Our warehouse team are working hard to process and dispatch affected orders as quickly as possible, but we fully appreciate that this does not make the situation any less frustrating when you are relying on us for essential pet food.
Where possible, we have been sending correspondence to customers whose orders are affected by delays to advise them of the situation. We sincerely apologise if this communication was not received in your case. We also appreciate your comments regarding the information provided when you contacted us and understand that a generic timeframe was not sufficient given the urgency of your order.
We completely understand your comments regarding proactive communication and the importance of addressing the underlying issues rather than simply apologising. Your feedback is valuable, and we are continuing to work with our warehouse team to resolve the current delays and return to normal operations as quickly as possible.
If you require any further assistance with your order or cancellation, please contact our Petwell Customer Care team directly with your order details email customer.service@petwell.co.uk or by phone on 020 8089 3883, and we will be happy to look into this for you.
We sincerely apologise again that we were unable to provide the service you expected on this occasion and appreciate you taking the time to share such detailed feedback.
Kind regards,
Nicole
Petwell
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