Product is as expected, no complaints, but order to delivery was bit longer than expected. I ordered at 5pm on Saturday but pet food didn't arrive until Thursday afternoon. Not sure whether this is DH... See more
Company replied
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Review summary
Based on reviews, created with AI
Based on these reviews
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
Its an absolute pain to log into, especially for subscriptions amd you can't track delivery either on your account. Made a subscription to be delivered every 3 weeks, but instead they just bill... See more
Company replied
Ordered products (cat litter) on line on 4th Jan, made payment (over £50) but still not received delivery yet… just ‘tracked’ order today (11/1) and now states ‘sold out’! I guess I’m not getti... See more
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Ordered 8 days ago … tracking given that didn’t work , tried emailing twice for information … nothing ! Husband ordered same item one hour after me as offer we could not pass up … his order arrived to... See more
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We have two rescued cats who are very slowly coming out of their shells and as they cannot yet be let out we rely heavily on cat litter. Petwell offer an excellent unbeatable deal on repeat orders fo... See more
Used another supplier for over 24 years. However, I stumbled upon Petwell purely based on a search for a prescription dog food and pricing. I was pleasantly surprised that I received not only great... See more
If I had known that this company used Evri as their delivery service, I would not have ordered from them at all in the first place. The delivery experience was frankly appalling. The driver threw the... See more
Company replied
This company uses DHL E commerce which has 1 star reviews on trustpilot. First time using Petwell to order cat food and and package delayed repeatedly and still not arrived. My cats have no food! Ema... See more
Whilst searching online for best prices of 2x 15kg bags of dog food came across Petwell who were the cheapest by far and with free delivery. Never heard of them before but thought I'd try. Placed t... See more
Items arrived quickly. Kept informed of delivery by email. Great value for money. Had to email customer service as only one of two items arrived when expected. Received an immediate response infor... See more
Pretty poor service, didn't send my subscription out out until 8 days after it was due, had a very similar experience my orevious order, don't see the point in a subscription if you can't get it the d... See more
Company replied
Whiskas 40/80 pouches. With the closing of our local Farmfoods, where I previously purchased Whiskas, I have looked for best offers both in shops and online. Petwell has had the best offers, and this... See more
I ordered dog food from Petwell on 1st December, and the tracking showed it should be delivered by 4th December. However, the two bags of dog food never arrived. I sent multiple emails and did not r... See more
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 Thurs... See more
Company replied
Got this with the hub and both were very easy to install. The flap itself easily fitted into the gap left by the previous one, also from SureFlap. Added peace of mind being able to set the curfew tim... See more
Ordered dog food for over £230, still not arrived despite their ‘2-3 day delivery’. Contacted customer services twice, told they would come back to me, haven’t bothered. Contacting my card provider... See more
Company replied
Very delayed order money comes out then weeks before food arrives Appreciate Xmas but has happened before & get alert saying delivery from DHL then says delayed as not been received . Brought oth... See more
Terrible service. Petwell sent out the wrong harness. I have emailed multiple times and messaged via their chat bot but nobody has responded. All phone lines don’t work with a pathetic recording. If y... See more
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... See more
Company replied
I decided to give the company a chance regardless of the bad reviews as the cat litter was the best price I could find. Definitely should not have bothered, after nearly a week of zero delivery update... See more
Company replied
Poorly packaged 3 bags of harringtons superfoods dog food 12g each came in a thin and flimsy bag one was slit open dog food spilling out. I suggest you used a stronger bag because its now twice I've... See more
Company replied
We are having issues with delivery of our order for (2x) Ever Clean Ext Cat Litter 10L. Three times Catwell have attemped to sent this order to us and each one has been unable to deliver due to pack... See more
Company replied
SCAMMERS AVOID BUYING HERE. Purchased £88 worth of stuff, items kept getting cancelled and quantities changing, emailing them doesn’t help and phone lines are closed. I requested a statutory re... See more
Company replied
Discount offerd to first time buyers never received.Asked about this in e mails but still not resolved. Got text with code to use at checkout, invalid code. On delivery day received half my expensive... See more
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5 days from order to possibly delivery and then told amazon rescheduled what a joke . What's even more annoying is delivery is from amazon and I'm a prime member so would have been cheaper via amazon.... See more
Company replied
I don’t have the item and I can’t trace it? I appreciate your reply but in your over complicated contact us section you give QA for every scenario other than no parcel. Yodel is no better and quite... See more
Company replied
Ordered cat litter last Thursday, tracking with DHL not updating, parcel was supposed to be delivered 2 days ago. Reply from customer service - order is still within the delivery window. Obviously not... See more
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Placed an order 16/12/25 and Evri status has remained unchanged since 22/12/25 was paid for 2 day delivery. Despite Emailing Petwell I just get a standard computer generated email to check status in... See more
Unfortunately I won't be using this site again. I placed an order that included water bottles (the only reason I put the order in, as I could have gotten the other stuff slightly cheaper on a differen... See more
Company replied
Place an order No. 145726 for next day delivery at 11.11, well within the time for next day... Surprising order was allegedly dispatched the following day via Evri on a 2/3 day delivery. I ha... See more
Company replied
Ordered some cat food 8 days ago and still haven't had a dispatch notification (website states a 2-3 day delivery) I contacted customer services which states a 24 hour response time, no reply receiv... See more
Company replied
Ordered on 23/4/25, notified despatched 28/4/25 by Petwell, to be delivered by Amazon shipping. Parcel has visited Cheshire, Dundee & is now shown back in Cheshire on parcel tracking and still not ar... See more
Company replied
Ordered Royal canin biscuits for my little dog. Great value and upgraded to next day delivery. Ordered on the Thursday recieved my order the following Tuesday! Unfortunately the courier was Evri who t... See more
Company replied
Ordered dog food on 10th Dec and still waiting 12 days later. Emails and phone calls go unanswered so very disappointed. Will be contacting bank about getting money back and if that does not work... See more
Still waiting for a delivery of dog food that was due 7 days ago. Petwell do not answer the phone - they say they are concentrating on responding to emails yet it takes over 24 hours to get a reply to... See more
Company replied
Still not got my order and only getting pre written emails back. They said 2-3 working days on the website, I eventually got an email confirming delivery on way and I will have it in the next few days... See more
The delivery took a long time, longer than expected. When it did arrive, I guess it came through Amazons' back door, one of the boxes had obviously been broken, it arrived in a plastic bag in a Am... See more
Company replied
In stock online, zero communication, had to chase up over a week later after no food arrived, told waiting for stock, dogs is currently still going hungry as no food has yet to arrive - unsure what sc... See more
Company replied
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
- [email protected]
- petwell.co.uk
3.4
Average
3K reviews
Replied to 83% of negative reviews
Typically replies within 48 hours
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
Order not delivered
My order has not been received despite paying a delivery charge for next day delivery
11 February 2026
Unprompted review
Reply from Petwell.co.uk
Hello,
Thank you for your feedback. We’re very sorry to hear that your order hasn’t been received, especially after paying for next day delivery. We completely understand how frustrating this must be and would like to get this resolved for you as quickly as possible.
Please contact our Customer Care team at [email protected] or call us on 020 8089 3883, and we’ll investigate what went wrong and make sure it’s sorted.
Thank you for bringing this to our attention.
Kind regards,
Natasha,
Petwell.
Unfortunately they use Evri as their delivery company, so won't be using again
If I had known that this company used Evri as their delivery service, I would not have ordered from them at all in the first place. The delivery experience was frankly appalling. The driver threw the parcel at the front door from around five metres away, despite the fact that it would easily have fitted through the letterbox. Unsurprisingly, this does not inspire confidence in how parcels are handled. I usually avoid being from companies who use Evri as their courier company, but since this was my first order, I hadn't realised this. To make matters worse, the delivery charge was more expensive than the product itself, which feels completely unjustifiable given the standard of service. I won’t be buying from this company again.
19 January 2026
Unprompted review
Reply from Petwell.co.uk
Hello,
Thank you for taking the time to leave your feedback.
We’re very sorry to hear about your delivery experience and completely understand your frustration. This is certainly not the level of service we aim to provide, and we appreciate you bringing this to our attention.
We would like the opportunity to investigate this matter further, as we understand how disappointing it can be to experience issues with a first order.
Please contact our Customer Care Team directly at [email protected] or call us on 020 8089 3883. By getting in touch, we can review the details of your order, look into the delivery issues you experienced, and work with you to find a suitable resolution.
Your feedback is important to us and we hope we can regain your confidence and provide a better experience in the future.
Warm Regards,
Natasha
Petwell.
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 [email protected] 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
I placed an order for a number of boxes…
I placed an order for a number of boxes of cat food pouches on 11th and decided to subscribe. The delivery was included in the price because I'd gone over the minimum spend. The next day, Petwell claimed that my order had been picked up by DHL, but according to DHL, they'd not picked it up and after an email to Petwell, I was told that there was a delay and I should receive my order within 3 days. A week had passed, nothing. Had to go out and drive quite some distance to buy a box of this food, as I'd ran out. I emailed Petwell again, although I should've called them. I eventually received my order on 20th, but then noticed that after pausing my subscription because I was wary about what was going on with my order, they raised the price from £11 a box to £13. I complained and they didn't appear to be interested and I'm not sure if this is legal and I'm not sure if I should've been informed about this first. I'm now looking to take my money elsewhere.
***Update 26/01/2026***
The explanation about raising the subscription price by £2 a box without informing me was never addressed. I had to pause the subscription, then the price changed when I re-activated it. The only resolution was to cancel the subscription and go elsewhere.
11 January 2026
Unprompted review
Reply from Petwell.co.uk
Hi Gary, Thank you for taking the time to share your experience.
We’re very sorry for the delay you encountered with your delivery and for the frustration this caused, particularly when it resulted in you having to source food elsewhere. This is certainly not the level of service we aim to provide, and we understand how concerning this situation must have been.
Following your review, we’ve now spoken with you directly to discuss what happened and we’re pleased that we were able to clarify the situation, address your concerns, and reach a resolution together. Please note that our pricing can fluctuate from time to time due to changes in supplier costs. When a subscription is paused and later reactivated, it will resume at the current price.
We truly appreciate you bringing this to our attention, as feedback like yours helps us improve both our service and our communication with customers. If you have any further questions or need support in the future, our customer care team is always here to help.
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.
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