Pet Supermarket

Janie4Now

Sorry if this is in the wrong place. Has Pet Supermarket gone down? I placed an order worth £86 on 9th December with a delivery of 3-5 days but have heard nothing from them. Can't get through to them on the phone. I've checked on Facebook and there are lots of complaints about unfulfilled deliveries and lack of contact - and the Guardian flagged this issue up at the end of October. I realise that I've only been waiting a week but previously their delivery has always been excellent. Has anyone heard anything or experienced similar problems?

donnac2558

My last order with them was last month.

I did get an email to say my order had been placed. I did try to contact them but their system was down no live chat and not answering the phone. Five days later(I always make sure to order early if I need food anyway), saying sorry for the delay they had warehouse problems but my order had been shipped.

I got the impression they had been doing a warehouse inventory, I have been told before they do not have a massive warehouse and there can be a delay waiting for a particular stock to arrive in.

The three to five days they quote is for delivery once it has left the warehouse.


Over the past few weeks, technical issues relating to our warehouse have meant that a number of customers haven’t received their orders on time. We are extremely sorry for this, and the inconvenience and worry caused, particularly as these problems have continued for longer than expected.
Please rest assured that if you have placed an order with us, it has been received and we will be sending it out to you as soon as possible. As you can imagine we have had a higher than normal volume of customer inquiries, but please do not worry if are still waiting for a response, as we will resolve every query.
It’s been a challenging time and we really do appreciate that this is not the service you are used to from us. We’re working non-stop to resolve the issues and we’ll strive to make sure that orders will be on time in future.
With very best wishes,
The Pet Supermarket Team

This is from their Facebook page.

Janie4Now

After several phone calls (one to their finance company!) I finally got a phone call from a very helpful lady. Apparently their warehouse move has NOT gone well and they just can't cope. No financial troubles (quite the contrary, she said). She has arranged a credit and given me her e-mail address so that I contact her directly if I need to. Very happy