Superpet Limited Avis 

Updated: per your quesiton, I use this email address to contact you, where can I provide my email to you?
I received the wrong item as part of my subscription. I have contacted your company 5–6 times over 2 months but have not received any response. This is not the first time an incorrect item has been sent.

Could you please advise who is responsible for handling refunds and responding to customer enquiries?

I ordered and paid for a cat flap through the OnBuy shopping platform...the order was confirmed and a further email was sent to say that it had been dispatched advising of 2 'expected' delivery dates but no tracking information was ever received so I could not check on this.
Both dates came and went with no delivery and no word or information from the seller or OnBuy and I still had no idea even who the courier was!
I messaged OnBuy with my concerns who forwarded it on to Superpet whose ONLY response was to ask for confirmation of our address!
I found their phone number and rang them directly but was shockingly met with an offhand and frankly unpleasant, supercilious male operative who immediately and casually informed me the item was 'out of stock' and then proceeded to be surprised that I was a little annoyed hearing this!!
I asked why I hadn't been informed of this earlier or why it appeared that they had advertised and taken money from me for an item they did not have, he denied that this was the case but then proceeded to contradict himself by telling me that an order expected at the beginning of March had not yet arrived (blaming Donald Trump's war!) so obviously at the time of my order they did not have the item in stock! He also inferred that I am a liar when I mentioned that we had not received tracking info stating more than once in an accusatory tone of voice that it was 'definitely' sent!
The payment has been refunded but that is not the point, I would never have bought the item in the first place if there had been any doubt of delivery as I needed the cat flap quite asap...
I consider this a big let down, not good business practice at all and the worst customer service I have experienced in a long time!

Had used a few times in the past without issues, but after this one mistake - I was clear I would have happily taken a refund for the difference - wouldn't use them again as it shows their customer service in a very poor light. The incorrect bird seed was sent (one that was cheaper than the one I ordered), I thought it was silly to ask for a replacement because whilst the birds where I live aren't so keen on the one that was sent, the hassle of arranging pick up of the wrong one and sending out another one.... Multiple emails now - I wonder if they're using a bot as I'd be very concerned if I was employing human beings who are only capable of copying and pasting the same response multiple times, after I've explained multiple times why I can't provide an image of the packaging. The packaging was completely unsuitable for the weight of the items inside, the package had also obviously been sat in the rain a couple of times before it got to me (it was raining heavily when it was delivered) and the cardboard was soggy and literally falling apart. Rather than have it create a mess in my house, I put it straight in the bin. CS at Superpet apparently cannot comprehend this. Now looking into a chargeback on principle, as the item ordered was not the item received and Superpet clearly have no intention of rectifying it.

Edit: Loving the response from Superpet - a slightly edited version of the email I've had from them 4 times now, still requesting photographs of the packaging which was mush when it arrived and a photograph of the incorrect item which was sent when it first requested on the 10th March at 1131 and AGAIN on the 13th March at 1215.

Ordered a bird feeder. Item was delivered quickly and packaged well. Price as very competitive as well. Very good service all round.

I ordered 2 cat litter bins on the 30th January, coming up to roughly £55. I received a tracking number for which I checked everyday on Royal Mail for status updates. After some days, Superpet still hadn’t dispatched the item so I sent an email on the 4th February requesting an update. To which they asked if I had missed the delivery. I said obviously not as Royal Mail haven’t received it yet. They then told me that they’re escalating this and to expect a response within 7 working days- more waiting. I call in today (5 working days after) because I had enough of waiting, a man who answered without introducing himself proceeds to tell me in a non-caring tone that they only had 1 left in stock (when I ordered 2 on their site) at their warehouse and were waiting for a delivery to be made from their supplier and that it should be dispatched today to Royal Mail. This is almost 2 whole weeks after I placed my order and I suspect I’ll be waiting longer to have it delivered!! Without chasing this up, I wouldn’t have had a clue as there is no communication from them whatsoever. If I had known I had to wait this long, I would’ve ordered the bins from Amazon for bit extra and next-day delivery. A joke honestly and no apologies. I will update my review once I receive my order, if it’ll even get sent.

Great website I found my birds love these peanuts quick delivery well packaged can recommend

Ordered 10kg pack of monkey nuts. Opened bag to find them covred in a light dust coating and packing lable indicating produced in China 2022, 4 years ago!

Emailed company to inform them of the situation, thinking I'd get an explanation but received a generic, standard reply asking me to print off a return label, not what I was requesting initially.

The pine martens on our land here in NW Scotland give the nuts a wide berth. I am not going to the trouble of returning them, just spread the 10kg of nuts in woods next to us!! I will not be making any furher purchases from this company selling stick 4 years after production!!

Friendly. Very helpful to help customers. Fast service. Highly recommended company

Very helpful and friendly, very pleased with our purchase A1

Helpful friendly service and supplied a product that was out of stock everywhere else!

Ordered my nuts from superpet and it came on time and all as expected . I will be ordering again.

I ordered some bird food so surprised how quick it came it got dropped off the day after I ordered. The birds weee so hungry thanks so much superpet.

Nice speedy delivery and the website was quick and easy to navigate. Very impressed with the service.

I bought some dog food, arrived quickly, well packaged - can highly recommend.

Fantastic friendly service from local family business. Very pleased with good quality items and competitive prices. Will be back for more regularly now I've found them.

I bought some monkey nuts for the squirrels in my garden, great packaging, great website. Can recommend!

I’ve had a great experience with Super Pet Limited and will definitely continue going back to them. Their delivery is always on time, and I’ve never had any mistakes with my orders. Reliable and trustworthy service every time. I 100% recommend them.

Great friendly people, super fast delivery.

Ordered on 27/12/2025 order on way 29/12/2025. Company states free shipping 48 hrs service.
Royal Mail supposed to deliver today 06/01/2026 no delivery.
Customer service say it will now be tomorrow as still at Dorset Depot.
Do not order from this company unless you are happy to be lied to. Now being asked to reply to them so they can get a better understanding and to include my order number. They already know this as I have an email where they state I have left them a bad review and case closed. This is what they call customer service.

Great products…Bought superb dog treats made by the Pet Bakery and a big sack of monkey nuts at a great price to feed our murder of crows! 🐦‍⬛🐦‍⬛🐦‍⬛
Customer Service excellent…polite, courteous and friendly…Highly Recommended!
Back again very soon!