Do you agree with Pet Supermarket's TrustScore? Voice your opinion today and hear what 217 customers have already said.
Pet Supermarket is an online company. Based on 50 reviews on TrustPlane, it has an average rating of 1.1 out of 5 stars. Last reviewed March 8, 2026.
Repeat subscription out of stock but they only told me the day before shipment so now I have to buy from a pet shop. So any savings are now imaginary. Very poor service. Won’t be using again.
Received delivery of food and antler chews in flimsy split plastic packaging. One of antler chews were missing. Sent photo and email straight away. NO acknowledgement and no response. Very disappointing and poor service.
So sad. I've been using Pet Supermarket for my dog food for years as a subscription. The past 6 months orders have been delayed, out of stock and cancelled. I finally quit using them. I tried to sign up for another dry dog food on their site I selected "in stock" and there was only 10 options available out of 600 items! I dont know whats happened with the company but they lost me as a customer.
Ordered 3 tubs of cat dreamies, only two sent. Cannot contact them as no details shown on website (I wonder why!)
I am absolutely livid right now.I have always had positive experiences at this location—especially when Jennifer worked here. I respected her work ethic so much that I eventually hired her at the company I work for. That should tell you the level of service I’ve been used to from this store.Tonight was completely unacceptable.After a long day of work and while preparing to travel out of town, I rushed to this store to buy dog food because I have to board my dog early tomorrow morning before flying to New York. The store closes at 8:00 PM. I arrived at 7:56 PM, along with two other customers who pulled up at the exact same time.I jumped out of my car and walked straight to the door—only to have the clerk lock the door when he saw me pull up and completely ignore me, even as I clearly stated that the store was still open and I had three minutes. The other customers left. I stayed until the 3 employee exited the store and told him directly that what he did was a complete sucker move and that I would be writing a review and contacting corporate in the morning.His response?He challenged me and said, “Go right ahead.”He then added that “he has a life,” which is why he closed early.That response alone tells me everything I need to know.If a store closes at 8:00 PM, and paying customers arrive before that time, common sense—and company policy—would suggest you serve them. I wasn’t asking for special treatment. I was asking to be allowed to shop during posted business hours.For context: I own a Cane Corso. The food I buy costs $107 per bag, and I am in this store every single week. That ends today.Going forward, I will be purchasing my dog’s food from Amazon. Losing loyal, high-spending customers over laziness and attitude is a terrible business decision—but apparently one this location is comfortable making.Corporate will be hearing from me in the morning.
Waste of time had to contact bank for refund…do not order from pet supermarket absolute clowns make me sick.Over 1 week nothing recieved
The item I ordered did arrive, but I needed to return it—and that’s where everything went wrong. The phone lines weren’t working, my emails kept bouncing back, and the only replies I received were automated messages saying they were busy and that my order was on its way.The returns page wouldn’t open for days, and when it finally did, it directed me to DHL and generated an invalid return label. The amount of time and inconvenience this has caused is completely unacceptable.I will not be buying from this company again.
Terrible experience. As other reviewers have said, phone lines are shut down and emails are not answered.I finally got my order (having paid for next day delivery) 4 days later. I count myself lucky to have received anything. Don't order from them, Terrible. Will pursue chargeback if they don't refund the delivery charge.
Paid 5.99 for special delivery next day 3 days ago, the phone lines are shut, ive yet to receive another email back from them. This place is a farce, chargeback will be incoming
After paying extra for same day delivery, the order took several days to arrive. My emails to the company bounced back and the phone lines are inactive. Have cancelled subscription and will be going elsewhere in future.
New dog owner here, placed my first, and likely my last, order online, three items for autoship. They were not shipped, 2 out of the three (although all three were listed on the invoice that the driver left) items I ordered were delivered via a door dash driver, who dumped the bag on the ground in the rain without even knocking. I called the store to ask where the missing item was, and heard the young man who answered the phone tell his manager that he forgot to give it to the driver. I asked to speak to the manager myself, and he told me that she was on break and would call me back. Not cool- end of the day on a Sunday- the one item we needed, my dogs actual food, is the one they did not deliver- how do you miss a 12lb bag of dog food and remember two small treat bags??? Not cool. PetSmart here I come.Update- kid called back, not the manager, who I specifically requested, and told me I could order it again, but he had no idea when I’d get my refund! So now I’m supposed to be out 2 X the money for an item I still do not have, and trust them to deliver it next time. WHAT? Seriously this is the most unprofessional, poorly run retailer I have ever dealt with.
I have emailed this company several times over the past few months after being disappointed with their incorrect delivery times and they have ignored me. They state the following:"Delivery method: Standard (2-3 working days)."It has NEVER delivered to me within 3 working days, so how can they legally state this? And to straight-up ignore me about this is disgusting. I have wasted days and hours of my time waiting for this to be delivered, had to buy more elsewhere to last me until I received it and been ignored.So I just sent them another email saying it has been 44 days since I first complained and it bounced back this time - "Your message wasn't delivered because the address couldn't be found or is unable to receive email". Yet their website clearly says this is their email address! Now in terms of this actual product:On 12/2 it was £8.44 for 25l.On 28/3, 25/5 and 25/6 it was £9.20 for 25l.On 26/8 it was £9.42 for 25l.On 29/9 it was £10.73 for 25l.Today (24/10) it is £13.20 for 25l.So in 8 months, the price has increased by a whopping 44%! Do you really think this is the way to keep customers?You have lost my custom for sure.
Partial delivery and incorrect delivery of goods. So I asked where my original order was...they didn't know. So they offered a refund on only 'some' of my missing goods. How is that supposed to be customer service?I've been emailing them for over a month now and getting no closer to a resolution. It was my first order...and my last. Definitely steer clear of this outfit.
This has been the worst job management ever we were stuck without a store manager for 3 months and we reached out to don who would ignore other workers text when we needed help…. We were left without the ac getting fixed for 2 months during the super hot summer in Tennessee and were left to do truck dying of heat in the store and the poor animals were also super hot but they didn’t do anything about it for 2 MONTHS!! Terrible,…. me and my sister were hired with them knowing we were sisters we made that very clear is went though multiple people just for them 9 months down the road come and tell us one of us we have to quit because we can’t work together due to “ company policy “ where was the “company policy” when we got hired 9 months ago?? Y’all had no problem going against the “company policy” when y’all needed the help…But now it’s a problem and I’m losing my job!!!!! Worst company ever I would not recommend…. I had lots of fun working with animals and some of the people I worked with but this company is TRASHHHH!!
I was told that next-day delivery meant before 12 a.m., so I waited until the next day, but there was no such option on the website. When I called, I was then told it was actually before 10 a.m. I did not trust the advice given and could not wait another day.
When I asked questions I was given totally in accurate answers. When I had called asking if they had specific items they sounded so sincere telling me that oh yes, both sizes. I get there and of course they did not have any. Young people working apparently getting their kicks out of mis directing people and putting animals in harms way talking about the ingredients of food for puppies. I was a sucker and believed her.
Store 127 had had no a/c in the store for about 1 month per Harly the team leader. The rabbits are totally in distress as well as the other furry animals. I asked for the number to corporate, he told me to google it. I asked to talk to manager , he pointed to himself and said have a good day. He said he put cooling stones in the cages at night, I said they are in distress now, panting on the verge of heat stroke, the other customers were also complaining about the rabbits being overheated. The animals need to be moved to another store until air is fixed. So yes I googled it, I emailed and I notified the proper authorities to do a welfare check on the animals. I will never shop in that store again, but I will be doing the follow up with corporate.
I ordered 2 items,I had an email to say the order had been dispatched money was taken out of my account immediately.I then received a later email to say one item was no longer in stock. I waited for the money to be returned to my account after a few days I rang to see what was going on, I was told sorry it would be passed onto the finance department to be looked into.I don't think it's good enough that money is taken immediately, but paying back is not immediate
Could I score them lower, without a shadow of doubt. You get poor service, no delivery, no communication and the list of under performance continues. Gave them a second chance. NEVER EVER AGAIN. DO NOT USE THEM. I placed 2 orders and never received it
Placed an order for dog food for around £50. Was told it would be delayed. Ok problems happen. Then had another email saying it would be delivered on Friday. Waited in then was sent an email saying it had been delivered. It hadn't. Then they sent another email saying it would be delivered on Saturday. Waited in and yet another email saying it had been delivered. This time I checked the email for a contract number and noticed that it had been delivered to an address that I had lived at 5 years ago!! It was ordered via PayPal. I checked and it had my correct address but beneath it was still my old address! Strangely I use PayPal regularly and no other retailer had managed to make that mistake. Emailed them but basically got an email back saying I should have checked the address. Won't be using them again.
According to TrustPlane, Pet Supermarket has a 1.1/5 rating based on 50 verified reviews as of April 2026. Source: trustplane.app/company/pet-supermarket-com
