Petwell.co.uk Reviews 

Very poor experience with Petwell.

I placed an order for Royal Canin wet cat food and was sent completely the wrong products. After contacting customer service, I was assured the issue would be corrected, so I placed a second order as the food was urgently needed.

Remarkably, the second order was also wrong.

This resulted in multiple emails, phone calls, having to wait in for courier collections, and a huge amount of unnecessary stress and inconvenience — all while still not having the food originally ordered.

To make matters worse, one of the DHL collections failed to update on tracking after the parcel had been physically collected, which then led to delays and arguments over my refund despite the parcel no longer being in my possession.

While I did eventually receive my refunds, the entire process was exhausting and far more difficult than it should ever have been. Mistakes can happen, but sending two consecutive incorrect orders and then making the customer fight through the refund process afterwards is simply not acceptable.

I will not be using Petwell again.

Easy to order, great price and arrived really quickly.

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 compared to other stores and I could get additional discount by having a recurring order. Items arrived quickly and they did what they said on the packet so I am pleased. Would rcommend

Great as always and quick service

I was unable to alter the number of packets of cat food in my subscription and so ended up paying delivery charge

Very expensive when I have six cats. Too expensive.

Ordered 4 bags of rabbit food (10kg - 15kg) which arrived in bags in strong well sealed boxes. The one 10kg bag had been ripped open at the top then resealed the whole width with brown tape, this was very obvious and easy to see. Why someone would think this is acceptable to pack up and send to a customer is beyond me. I messaged customer services who apologised and said I need to send it back and then they'll issue a refund or replacement which means making sure someone is home to be here on collection day to give to the driver. So basically at least a week before I get another bag. I'll be getting a bag from The Range today - easier all round.

Prices are good from Petwell, delivery was quick, so its a shame I've had leave a bad review but a ripped open and taped up bag of food which has cost around £10 shouldn't have been sent out really. Arriving open means I can't risk using it so it will be binned.

Totally recommend Petwell for their First class service. I'm particularly impressed by the customer service team who promptly dealt with my missing item.

Very competitive price and prompt delivery very good company

To start, the price is extremely fair. The website, check out is easy for someone with little digital skills.I waspleased to be able to place the order.

DONT BUY FROM THIS COMPANY ABSOLUTELY AWFUL. *****
It says in there reply i have received a full REFUND I Haven't that's a lie !!

WAITED AND WAITED FOR MY KITTEN FOOD TO COME TO BE TOLD THERE WERE COMPLICATIONS.
THE STATE IT ARRIVED IN 10 DAYS LATER
THE BAG AND OUTER BAG WAS RIPPED AND TAPED UP BUT HALF OF THE FOOD WAS MISSING AS THEY HADNT TAPED IT UP PROPERLY!!! IT LOOKED LIKE IT HAD BEEN THROUGH HELL AND KICKED ON THE WAY LOL
RUBBISH WAY TO RUN A COMPANY .

Ordering was simple and straightforward, delivered quickly and item good. Thanks

Ordering was easy and delivery was prompt. Couldn’t ask for more

Easy to order and fast efficient delivery

Order came really quickly over a bank holiday. Full marks!

It was a good product after the first one arrived I was so pleased I ordered another one. The service and delivery was excellent

This was my first and last order I will place with this company.

I paid for next day delivery. Ordered on a Sunday, expected delivery on Tuesday.

My first email to them on Wednesday to check where my parcel was, I was advised:

'Your parcel was dispatched on 27 April 2026 via Evri.. If you still have not received the parcel after the applicable timeframe, or if you ‘believe’ you paid for next-day delivery but our records show a different service level, please reply and we will check this for you.'

I was then given the tracking link, which said Evri were waiting for the parcel.

I replied to ask: Can you advise when I will receive my delivery? I paid for next day delivery.
And received: ‘As I mentioned earlier, your parcel was dispatched on 27 April via Evri.. .. Our records show the order was sent with Standard delivery. Standard delivery typically arrives within 3 working days from dispatch (please allow up to 5 working days). As this is the fifth working day since dispatch, if you have not received your parcel please reply and we will check whether next day postage was taken at purchase and investigate the delivery status.

Clearly they had not even looked at my order, nor acknowledged I had next day delivery on my order! I asked them to ‘Kindly refund the delivery charge for the service I have not received.’

I finally had a response from Nicole (the only person to put their name on an email)
I’ve checked your order, and I can confirm that it currently out for delivery.
Dispatched on: 27/04/2026
Estimated delivery: Within 1 working day from dispatch.
Tracking Number:
Tracking Link:
We have refunded your delivery fee and this will be back in the account within 2-5 working days.
Please accept our sincere apologies for any inconvenience this may have caused you.
Please don't hesitate to contact us if you have any further queries.
Warm regards,
Nicole

My parcel was actually delivered on Saturday. They didn’t even pack it in a box, they sent it in a courier bag so the contents got bashed. Not only that, but they didn’t even give my contact details to Evri so the only tracking I had was from emailing their customer services, to which Evri said they were still waiting for the parcel from them up to Friday!

This is the worst customer service I’ve had from a company. They didn’t bother to look at my order and I had to ask for a refund of my delivery service I paid for but didn’t receive.

Would not use again even if they were giving stuff away. I will continue using Zooplus who have never failed to deliver next day