Petplanet27 reviews
This score is based on 27 genuine reviews submitted via BritainReviews since 2022.
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tins looked okay and the smell was normal, so I can’t complain about the actual food quality. The problem was everything else. The website photos didn’t match what arrived, some items were clearly different sizes and the stock info changed after I’d placed the order (took them ages to update). Delivery was all over the place — I wasn’t told which courier would be used, then Hermes appeared on the tracking and the slot slipped by two days. That left me scrambling with neighbours and emergency rations. Customer service were brusque and, worse, didn’t seem to take the risk to the animal seriously; I felt laughed at on the phone, which made the whole thing worse. So, mixed bag: product okay, but ordering and fulfilment are unreliable and a real stress if your pet depends on a timely delivery. I’d use them only if you’ve got plenty of buffer and don’t need specialised timing. If you care about avoiding panic nights, look elsewhere or call before you buy.
Jacket worry, awkward call
check the lining before you let your dog wear it long runs, and for Pet Planet — a bit more listening and checking would help. I’d come back if customer service improved, but right now I’m wary.
Misleading but my bank helped
I’m relieved my bank pulled my money back — that’s the main reason I’m not worse off. I ordered from Pet Planet a few weeks ago for some supplies and at first the site looked fine, checkout was straightforward and I thought nothing of it. Then things went quiet: the site disappeared, the phone number stopped ringing and emails got no reply — just silence really. They were still posting on social media like everything was normal, which I found misleading, so I reported that. I don’t know if they went bust or just vanished, but I wasn’t getting my order. My bank started a chargeback the morning after I raised it and forwarded the details to their fraud team, and they recovered the money — which I’m genuinely glad about. So: conclusion first, bank sorted it; the rest is a warning. If you’ve ordered and get the same blackout, contact your bank straight away and don’t rely on social posts. Minor relief it ended without loss, but annoying to go through and a bit careless of the seller, whoever they are.
A cautious buy that surprised me
I was half convinced not to bother, honestly — I'd read a couple of dodgy stories and had one bad experience with another pet retailer before, so I was braced for trouble. Sat up late, reading reviews and muttering to myself, thinking "nope, not again." Still, I decided to try, mostly because the price was decent and they had a product my cat actually tolerates, which is rare.
At first I was tense. Tracking info was a bit vague and I did worry about how long it would sit in transit — I mean, my cat can be picky and goes off food if things change. I called their customer line, half expecting a shrug. Instead I got a proper person who checked things, apologised for the delay and arranged a clearer delivery window. It wasn't perfect, but it was handled and they even offered a small refund for the inconvenience, which felt fair.
When the parcel arrived everything was as described, packed okay, no signs of neglect. My cat liked it immediately, which is the real test here. So my initial doubts faded — maybe not completely, I'm still wary of delivery companies — but I left quite relieved and a bit impressed that they sorted the issue without making excuses.
Would I buy again? Yes, but I'll keep an eye on delivery options and call early if something looks off.Mixed feelings about PetPlanet
the price felt steep at nearly £199 and I wasn’t convinced by a few photos, so I nagged myself for a bit before ordering. Some doubts were sensible though, as it turns out. The box arrived on time and packaging was fine, credit where it’s due, and the ferrets were okay — that’s the main relief, I’m grateful none of them were seriously hurt — but a lot of other things were disappointing. The metal edges are worryingly sharp in places, ladders don’t sit properly so I ended up cable-tying them (not ideal), and short platforms wobble so badly I actually found a ferret trapped under one after it had fallen. There’s a narrow lip around the platforms that catches feet — could easily cause a sprain or worse. Doors and locks are almost laughable; I had to rig bungee cords on each platform to keep them shut. After building it, there was a printed A4 inside saying no returns accepted — which, as I understand it, is dodgy in the UK/EU for faulty goods — and my emails asking for help were ignored. I left an honest negative review and it never showed up, and now the site seems to have removed reviews and my account, which doesn’t inspire confidence. So yeah, some of my pre-purchase worries were unfounded — delivery was fine and the ferrets are safe — but most of the design and customer service concerns were confirmed. I’d say it’s usable in a pinch if you’re willing to modify it, but it’s not what I expected for the money and I won’t risk buying from them again without good reason.
Nice prices, weak follow-through
I don’t usually write reviews but felt I should here because it was a proper mixed experience. I needed a bulk order of dry dog food because we’re trying to keep a six‑month supply at home — partly because my back’s rubbish and I can’t be lugging heavy sacks about every other week, and partly because I like being organised (yes, boring, I know). Ordering on the site was fine, the price looked good compared with other places, and the checkout was quick enough. So at first I thought, great, sorted.
But when the delivery arrived it was obvious something wasn’t right. Four bags, 7.5kg each, all with best before dates just a few months away. That’s not useful for a household that wants a decent buffer — I want at least six months on dry food, ideally a year. I would have checked the dates if I’d thought to, but I relied on the seller to send goods with a sensible shelf life. It’s frustrating because I alternate between this retailer and another shop depending on price, and that short date means I’ll probably go back to the other one next time.
The real problem was customer service. I got through to someone (Kirsty) who offered a collection and a refund but, to be honest, lacked empathy — no proper apology, a bit of an offhand explanation and an expectation that I’d repackage 30kg of food for Yodel to collect. Repackaging isn’t realistic for me given my back and the hassle; I even offered to keep two bags at a reduced price but that was declined. It feels like they expect customers to do all the heavy lifting when things go wrong, which isn’t on.
I do want to say the delivery itself turned up on time and the pricing was competitive — those are positives. It’s just the follow-up when something’s not right that let it down. If they sorted their returns process and trained staff to be a touch more helpful, I’d happily use them again. As it is, I’m a bit annoyed and will be checking dates closely next time, or just ordering elsewhere. A shame, because otherwise the basics were okay.A faff, an old model and a soggy bit of customer service
I’d been sent the older Gen 4 wheel, not the newer Gen 5 I thought I’d ordered. Lovely.
It felt a bit like being sold last season’s trainers and then being expected to be grateful. I checked the product page properly, because maybe I’d misread something. Nope. Nothing that clearly said “2016 Gen 4” in the main description. The only place it shows up is tucked away — not even on the page itself, but in the title of a YouTube video and in the bottom of the instruction PDF. Who looks there first? Not me, not most people. I read the details on the page, the dimensions, the specs — I didn’t go hunting through videos for version numbers.
So I rang customer service to arrange a return. Now, I’ll be fair: everyone has off days. But the person I spoke to sounded like they had a daily routine of being mildly annoyed by customers, and somehow believed they were lecturing me rather than helping. I’m not a confrontational person but I had to push for a return like I’d bargained for a refund in a noisy market. They kept saying the generation was “in the gallery” or “in the video” (which — as I said — is not the same as being clearly on the product page). I told them where I’d looked. They sounded unconvinced. It turned into a fifteen-plus-minute discussion where I was basically defending the fact I’d bought what was advertised, not trying to scam anyone. Rude monotone + no empathy = a poor combo.
To add insult to injury, the courier had left the package on my doorstep with a card pushed through the door, no signature, no check. A £200 item dumped outside may as well have been a “help yourself” sign. I was honestly fuming — what if someone had pinched it? It felt careless, like the whole process was stitched together without thinking about the customer’s peace of mind.
On the slightly brighter side, someone else at the company had been lovely when I called a week earlier while I was still deciding. That voice was helpful and cheery, which in hindsight is why I was so annoyed — it proved they can be pleasant when they want to. Later, someone did call to apologise; she was very polite and genuine, and I appreciated that, even if it came at a bad time (I’d just come back from the dentist and was lugging shopping, so I wasn’t at my best to discuss corporate failings). That apology is why this review isn’t a single star — sincere politeness does count for something. But it doesn’t fix the faff, the old model, or the doorstep drama.
Practical outcome: they’re collecting the wheel tomorrow, so that part’s sorted. I’ve decided I’ll probably buy an actual Gen 4 from eBay or Facebook Marketplace second-hand for half the price and get the necessary replacement parts to make it as good as new. Call me stubborn, but at least with that route I’ll know exactly what I’m getting and I won’t be arguing on the phone about where version details were hidden.
Emotional summary: annoyed, a bit disappointed, and let down by sloppy listing and a brusque customer rep. There were small bright spots (a helpful person earlier and a later apology), but overall it felt like a lot of unnecessary hassle for a product I was looking forward to. If you’re like me and want the latest version of something, double-check everything — and maybe don’t rely on a random YouTube video title to tell you what you’re actually buying.Kitty litter purchase
I bought some cat litter from this place not long ago and I have to say, it's honestly the best litter I've ever used. I'd been using a different brand for about a year and I thought it was pretty good, but this one completely surpassed it. The smell control is incredible, I hardly notice any odours even when the litter box is full. And to top it off, PetPlanet is really reliable with their deliveries - they always arrive on time and the packaging is top notch to make sure nothing gets damaged.
Bulk cat food purchase
Even though the online store had really good prices and an easy-to-use website, my experience got ruined because of the courier they chose to use. Sadly, the courier service they picked didn't manage to deliver my cat food on time, so I ended up not having any supplies for the next day. As a person with a disability who depends on bulk buying online, this was a big problem for me. I do like how cheap their products are, but having a delivery service that you can rely on is super important for customers like myself.
Sureflap DualScan Microchip Cat Flap
I recently picked up the Sureflap DualScan Microchip Cat Flap from this store, and it has made a huge difference for my cat. It lets them come and go as they please, while making sure other cats from the area can't get in. Putting it in was easy, and it does everything it says on the tin. I'm really happy with it and would definitely suggest it to anyone else with a cat who needs a safe and reliable way for them to get around.
Dog food and other doggy items
I've been shopping at Petplanet for my dog and I have to say, I'm really happy with the variety of products they have. Whether it's food or toys, everything is top quality. The deals on multiple items have helped me save some cash, which is always a bonus. Ordering is easy and quick, with no hassle at all. And the free delivery is the cherry on top, always turning up earlier than I thought. It's super handy for me, especially when I'm buying big stuff. All in all, I'm really pleased with Petplanet's service.
Recent pet supplies purchase
I recently bought some pet supplies from this company because they had some good prices on offer. However, I still haven't got my order, so I can't really say much about the quality of the products. What really disappoints me is their choice of courier service. Yodel, let me tell you, is a complete disaster when it comes to delivering things on time. I didn't pay for postage to have to wait so long for my order to turn up. It's really frustrating to see a big company like PetPlanet going with such an unreliable courier.
Even though PetPlanet told me my order had been sent out and gave me a tracking number, Yodel had no record of it for days. Even after PetPlanet said my order had been "shipped," Yodel still said it was with the sender. All this going back and forth with the tracking information is just not acceptable nowadays. With a bank holiday coming up, it looks like I'll have to wait even longer for my order, which is really disappointing.
After a big delay, my order finally showed up. The products I got were good quality and the prices were really appealing. But the bad experience with the delivery has left me feeling a bit disappointed. I'll definitely have to think twice before ordering from PetPlanet again because of the slow delivery times.Dog food delivery
I recently ordered my usual dog food from Petplanet and was disappointed to find that one of the bags was missing when it arrived. But I must say, I was really impressed with how quickly their customer service team handled the issue. I dropped them an email over the weekend and by Monday afternoon, they had already sorted everything out and the missing bag was on its way to me. The best part was how friendly and chatty the customer service rep was – it made dealing with the problem much easier and enhanced my overall experience with Petplanet.
Pet Supplies
I bought some pet supplies from this company and ended up getting a faulty product. I got in touch with customer service and they sorted it out quickly and professionally. Overall, my experience was good, even though there was a hiccup at the start.
Promax for dogs
I recently bought a product called Promax for my dogs, and I have to say, I'm really impressed with how well it worked. The price was reasonable, and it really helped with my Staffordshire Bull Terrier's upset stomach, along with Purina ha. It was very effective and I liked that they kept me updated on the status of my order. That was a nice touch.
Cat food order
I've just ordered my cat's favourite food from Petplanet's website and I have to say, I was really impressed with the service. The online ordering was super easy and their customer service team was brilliant when I called with a question. They were so helpful and really knew their stuff, which gave me peace of mind about my purchase. Scruffy, my cat, is absolutely loving the food and it's great that Petplanet always has it available.
Dry Dog Food
I bought some dry dog food from that company not long ago, and to be honest, I was pretty disappointed with how it turned up. The bag on the outside was all wrecked, and the one with the dog food inside was torn too. It wasn't a great way to begin, that's for sure.
Dog food order
I recently bought some dog food from your website, but there was a problem with the delivery. The courier, evri/hermes, thought the package was too big to deliver, even though they've delivered similar things to me before. I got in touch with Petplanet about it, and I have to say, their customer service was top-notch. They sorted everything out quickly and got my order to me the next day using DPD. I really appreciate how fast and efficient they were in dealing with my problem.
Pet supplies
I recently bought some pet supplies from Petplanet and needed them quite urgently. However, the delivery ended up going to the wrong address thanks to the local courier’s mistake, and I couldn't get it back. But, let me tell you, Petplanet's customer service was amazing! They acted swiftly and organised a next day delivery for the missing items, so I got everything I needed without any extra trouble. I have to say, I'm really impressed by how professional and dedicated they were in sorting out the problem so quickly.
Scanner for my hamster
I ordered this scanner for my hamster from Petplanet and it took ages to arrive (three whole days late!). And to top it off, it was just left outside in my garden around 9 at night. Not cool at all. When I tried to get a refund, they said no way, not happening. Really not impressed.
About Petplanet
Petplanet is a renowned pet shop that offers a wide range of supplies for dogs, cats, rabbits, and hamsters. With a variety of products including food from top brands like Hills, Iams, and Royal Canin, Petplanet caters to the needs of adult cats, kittens, senior cats, and sensitive cats. In addition to food, they also offer a selection of dog toys, dog cages, cat flaps, cat beds, cat trees, rabbit treats, hamster toys, and more. Customers can conveniently order these products online and have them delivered to their doorstep. Petplanet also provides a dedicated customer service department to assist customers with any queries or concerns. Founded with a commitment to providing high-quality products for beloved pets, Petplanet continues to be a reliable choice for pet owners seeking top-notch supplies for their furry companions.
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Contact Information
5 Kingsthorne Park
EH54 5DB Livingston
United Kingdom
Categories Petplanet
Services | House & Garden Reviews & Experiences
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Last update: November 2025
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