The Natural Pet Store Reviews 

Over a week for delivery. Driver then failed to deliver when I was here all day.

Excellent customer service, sent an email with a reward points query which was helpfully and swiftly answered.

Avoid - payment taken for order and never despatched. No active phone line to call and they're not replying to emails

Dogs can't get enough natures menu treats even the fussy ones. The treats are tasty ,soft and bite size. No problems with ordering or delivery. The nearest retail outlet for these treats is a two hour drive away so the naturepetstore is very important.

Very disappointed in customer service. I bought a dog toy online but when it arrived, it wasn't quite what I expected. So wanted to return it straight away. Tried phoning The Natural Pet Store on the same day to explain the situation and arrange a return and refund. Website stated 30 day return policy, no questions asked. An automated answer phone message instructed me to contact them via email instead as telephone is not being monitored. Emailed to explain situation, no reply. A week later, emailed again, still no reply. Managed to find return instructions on their website. Arranged and paid for Royal Mail to collect and return order to The Natural Pet Store and emailed them with the details. That was 2 weeks ago and still no acknowledgement of any of my emails and needless to say also no refund. Will never use again.

Have used this company for several years to buy food for my XL dog. Repeat subscription at a cost of £175+

In the past it was very good but the last 6 months service has declined and very disappointed now.

Order charged on 08.07.2026 has not been delivered and had to now buy food elsewhere at an additional cost.

Last order in May had three trays of 600g food missing, promised refund and not happened. Now failing to respond to emails and so I have cancelled subscription.

Matter is with bank to try and retrieve some of the money.

I ordered half a dozen of packs of high quality treats for my dog and took up a repeat subscription. The first order wasn’t fulfilled in full and I was not informed this was going to be the case. I lost confidence in their commitment to fulfil future subscriptions and I wrote to them. I never received a response which I thought was unprofessional and have since cancelled my subscription.

I would avoid ordering from this store online. I bought dry cat food and paid for 1-2 days shipping and 6 days later have not received anything. The tracking on DPD shows that the courier hasn’t even received the parcel yet, and despite trying to contact them on email and instagram I’ve not had any replies. Really disappointing, have now had to buy replacement food elsewhere.

Lots of choice.
Easy ordering systems.
Email updates.

Great product - Arden grange large dog food for our sensitively tummy Labrador.

Easy to order and quick delivery

I ordered from them as a friend recommended them. I got a 1st order discount code which didn't work. I emailed them to ask. No Reply. As the price was good I decided to order. I received email telling me order dispatched in full. I have received a third of my order, rest is missing. There blaming the courier. I had 1 email from courier which parcel has been received. I have emailed them twice, sent message through website. NO Phone number to ring & talk to human. No communication. They have taken my money & I have no idea if & when I will receive the rest of my order. Avoid this company.

I placed an order which was due to come within a couple of days. 5 Days later and it has not been shipped. They do not answer emails and they do not take phone calls. I will be reporting them to the credit card company and never ordering from them again. AVOID.

Dreadful experience—AVOID THIS COMPANY!!!
Placed my very first order with them and it was heavily delayed. When the package finally arrived, they had sent me the completely wrong items. I ordered 24kg of cat litter and received 12kg instead. They basically stole £17 out of my pocket by not refunding the price difference for the smaller items. To make matters worse, it is completely impossible to get in touch with them. I'm not surprised they decided to close their landline when they have so many issues, and they absolutely do not bother to answer your emails at all. Completely dreadful customer service. Buyers beware! This companywill be reported to trading standards and consumer protection agencies.

My order arrived a little later than expected. An inquiry to check on the delay did not get a response. When the package arrived I found that two packets of dog biscuits were largely broken into small pieces. I have bought these many times before from my local pet store so know this is usually not the case. I have informed the Natural Pet Store about this. Their response was that they would contact the supplier. It has been one week and no update. Given the biscuits are not as expected, I would expect an offer to replace the biscuits or provide a refund. I'll go back to buying locally in future.

As always, fast (super fast), responsive to an enquiry, well packed, items well dated and well done! Everything good.

Great company and service, fast delivery and good communication.
Highly recommend the natural pet store; I’ve used them a few times now, Ashley goes out of his way to get the dog food I need for my dog - thank you very much for this.
Hopefully I will be able to order more soon!
Highly recommend to all 🙂

Our first order was a long time arriving. Was told it had got lost, no tracking available. They resent order and it eventually arrived with packaging all torn and items hanging out of box.
We gave them the benefit of the doubt and reordered on 23/5/26. The website states speedy shipping yet here we are again with no delivery. I have emailed as you can’t speak to them and the reply basically says DPD haven’t logged the order. Yet we still are waiting for a delivery. No more chances, we will not be back. Poor service.

Really bad at putting things right when they do go wrong. Communication poor. Incorrect items delivered have to be returned before they refund ( 6 small trays of dog food will be collected by DPD before they issue a refund????!!!)
I have been a regular customer, spent a lot of money, but if this is how they treat valued customers then I’m done here. I’d recommend that you go elsewhere. Don’t waste your time and money here.

Have used The Natural Pet Store for about 4 years now on subscription. Prices are competitive. Our dog is allergic to chicken so TNPS were a god send as his lamb food was scarce anywhere else. They are consistently cheaper ocassionally beaten by PAH but factor in petrol to PAH and having to preorder TNPS delivery to the door was a no brained. As others have said if you get let down its by the courier service which is beyond TNPS control. We have had roughly 4 bad deliveries resolved by Ashley immediately and all due to DPD failures. Nothing to do with TNPS. Still using them and will continue to do so. Their loyalty to us makes us loyal to them.