Petwell.co.uk Avaliações 3.297

Resposta de Petwell.co.uk

Há 5 dias

Hello Emily,

Thank you for taking the time to leave your feedback, and we’re very sorry to hear about your experience.

We completely understand your frustration when an order is cancelled after being placed. While we always aim to fulfil all orders where possible, there are occasions where we are unable to do so due to stock availability or supplier issues. When this happens, we will always contact customers as soon as we are made aware and ensure a refund is processed promptly.

We appreciate that waiting for a refund is inconvenient. Please note that refunds can take 2–5 working days to reach your account, depending on your bank’s processing times, which is unfortunately outside of our control once the refund has been issued.

We’re very sorry for any inconvenience caused and appreciate your understanding.

If you would like to discuss this further, please don’t hesitate to contact us at customer.service@petwell.co.uk or call us on 020 8089 3883, and a member of our team will be happy to help.

Kind regards,
Nicole
Petwell

Resposta de Petwell.co.uk

Há 6 dias

Hello Billy,

Thank you for your feedback, and we’re very sorry to hear about the delay with your order.

We completely understand how disappointing this is, especially when you have selected and paid for next day delivery. This is not the level of service we aim to provide, and we sincerely apologise for the inconvenience caused.

We can confirm that the delivery charge has been refunded, and your order is still in transit and expected to arrive shortly. While delays can occasionally occur with the courier network, we appreciate how frustrating this is when you are relying on a prompt delivery.

If you do not receive any further tracking updates or your order does not arrive soon, please do get in touch with us so we can investigate this as a priority for you.

You can contact us at customer.service@petwell.co.uk or call us on 020 8089 3883, and a member of our team will be happy to assist.

Kind regards,
Nicole
Petwell

Resposta de Petwell.co.uk

Atualizado há 4 dias

Hello Angela,

Thank you for your feedback, and we’re very sorry to hear that you received the wrong item.

We completely understand how important it is to receive the correct feed, especially when it’s needed urgently, and we sincerely apologise for the inconvenience and delay in responding to your message.

Due to the issue caused we have refunded the delivery charge.

This is certainly not the experience we aim to provide. Please get in touch with us directly so we can prioritise this for you and arrange a resolution as quickly as possible.

You can contact us at customer.service@petwell.co.uk or call us on 020 8089 3883, and a member of our team will be happy to assist.

Once again, we apologise for the inconvenience caused and appreciate your patience.

Kind regards,
Nicole
Petwell

Resposta de Petwell.co.uk

9 de abr. de 2026

Hello Nosmo,

Thank you for your feedback.

We’re very sorry to hear about your experience and understand why this situation would be concerning.

We want to reassure you that we take pricing transparency and our responsibilities under UK consumer law very seriously. Subscription prices can occasionally fluctuate due to supplier or promotional changes.

It’s certainly not our intention to cause confusion or for you to feel misled, and we apologise for any frustration this has caused. We would really appreciate the opportunity to review your account, order history, and the screenshots you’ve mentioned so we can investigate this thoroughly and provide a clear explanation.

Please contact our Customer Service team directly on 020 8089 3883 or email us at customer.service@petwell.co.uk, and we’ll prioritise your case and work to resolve this for you as quickly as possible.

Thank you for bringing this to our attention.

Kind regards,
Nicole
Petwell

Resposta de Petwell.co.uk

27 de mar. de 2026

Hello,

Thank you for your feedback, and we’re really sorry to hear about your experience. We understand how frustrating it must be to feel disappointed with both the delivery costs and the discount not applying as expected.

We’d really like to look into this further for you and make things right. Please contact our customer care team at sales@pet-supermarket.co.uk
or call us on 020 8089 3880, and we’ll be happy to investigate and assist.

We appreciate you bringing this to our attention and hope to resolve this for you as soon as possible.

Kind regards,
Nicole
Petwell