The Pet Express Avis 

I ordered some frozen reptile food from them. The first order was delayed on dispatch and when it arrived half of it was defrosted (one ice pack in a polystyrene box won't do the trick!). I gave them the benefit of the doubt as they were easy to reach by phone but the next order was also completely defrosted and not at all pleasant! That left me with no usable product over a Bank holiday weekend and they couldn't even arrange a rush order. I did get a refund for the second order, but wouldn't use again.

1 star is too good, ordered a viv cabinet, should have been delivered 8th March. This has not arrived, if you try to contact them you get ignored. I just want my money back, which technically this company as STOLE.
Do not shop here go elsewhere.

The last 3 or 4 times I ordered food for my gecko, AND paid for the 48 hour service, it's always late. I also tried their live chat, I was number 1 in the queue forever. They never answered. Now I'm trying emailing them. I will not used them again. No impressed, and wouldn't recommend them to anyone.

The pet food finally arrived - 8 days after it said it would. “Pet Express” .. I don’t think so!

Avoid this company at all costs. I placed an order on the 28th January, as of 6th February I still haven’t received it. The Pet Express are blaming delivery company, delivery company are blaming The Pet Express. Still waiting for my refund.

First and only time I will ever attempt to purchase from this site. Ordered several items, paid for 24hr Royal Mail, got dispatch email and tracking on the 23rd, still no sign on the 26th. Contacted customer service who actually replied quick, I was informed the next day(27th) that my order is delayed (even though apparently posted out 3 days before) as some of the items were not in stock even though available online, package arrived on the 29th . I requested a refund for the delivery to which I was refused by customer service then they continued on to blame Royal Mail for the delay. Very poor experience.

In my own experience Excellent !
I do, as always give an honest review based on my own experience with a retailer and I can not fault this company.
They were out of stock of one item and took the time to add a hand written note with a resolution and refunded the missing item.
I will 100% be returning to this retailer again...
From me it's a 10/10.

Brilliant business! I have my dog food ordered on subscription every 3 weeks. Always comes on time. Charlie in customer service is extremely helpful and always gets back quickly. Would recommend :)

Awful site.

Ordered a gecko tank and it came with only half the things in it. The stuff is rubbish quality and nothing like the picture. Refused a refund. Avoid where possible and go to trusted Pets at Home!

Ordered a Arcadia light said on their website 1 to 2 days delivery when it turned up it was damage like a lorry run over it I said they would pick it up but told me the Lorry had problems that day finally it’s it’s been picked up still waiting for my refund I said they would send a replacement but they add to order it it would be another week avoid this bunch of cowboys they order it when you want it so basically you have to wait

Purchased x72 gourmet livers from these guys. It arrived and we stored it in a cold, dark, cool place. After opening after a month..( use by day is 2022) yet when I opened it it was ROTTEN! Smelly and funny texture. My dog ate 3 after realising. My dog could get sick. After contacting Pet Express they were non apologetic and basically said your too late bye bye. Very bad customer service and theyll sell you GONE OFF PRODUCTS

Delays due to stock issues even though in stock when ordered. Will not use again, poor service and customer service.

No surprises to see other poor reviews. Ordered an item at end of January. Despite contacting Pet Express on numerous occasions they have only just got back to me. Apparently I was wrong and they did deliver the item (and they “hope that resolves my issue”. I’ll just pretend the item arrived and it’ll be ok then....

I brought the Sky Pet Products Hugo Small Pet Cage Pink from pet express, I only had my baby Syrian hamster for a matter of weeks, she got her head stuck in the house window and sadly passed away. I phoned pet express and was told that it wasn’t there problem it was down to the manufacturer even though pet express are selling the product.
I am absolutely fuming I was told that you can’t tell a hamster to go out the door and not the window, so basically it was my 9 week hamsters fault that she tried to climb out the window!!
DO NOT BUY ANYTHING FROM THIS COMPANY!!!!!

I was very reluctant to order with such bad reviews on trustpilot previously. However looking at the dates, the bad reviews were made during lockdown so I thought I would give the shop a go, especially as it looks to be an independent business. I was drawn to the shop online with prices half to a third of those on Amazon. Some gnawing bits for our hamster. The order came through in around 4-5 days. Slower than Amazon but much faster than my recent orders from other large chains. The packaging was not great, shoved into a bag and wrapped up with tape, so the contents were a little battered, but not a problem considering the contents. Still, much better than the waste of packaging you get from somewhere like Amazon. Overall, great value and I would use again.

I have been ordering my dog food (and treats / toys) etc. from The Pet Express for a few years now.

I've always found the service to be excellent - wide selection on the site, prompt arrival, correct items delivered, and reasonably priced.

Don't be put off using this small business because some new customers had difficulties during the first lockdown.

I dont know where these other reviewers have been shopping or maybe its lack of awareness and patience that the whole world is upside down at the moment. my experience with The Pet Express has been great, ordered the products I wanted, one thing was out of stock was contacted straight away and refunded, the rest of my products arrived on time, im so glad I didn't listen to impatient people

Saw their driver blazing down the freeway at 90mph, swerving between lanes, brake checking people, tailgating... everything that someone who’s sane and at work shouldn’t do. I’ve never seen any company’s branded vehicle driving like this.

Called the company to give them a heads up, had to manage a message because they’re “very busy.” Haha sure.

Just after Corona lockdown, I tried to make sure my cats had a sufficient supply of pet food, and ordered a few cases of tinned food from this shop. I waited... and waited... they did not deliver. I decided to have some patience since I knew many companies were struggling to deliver, but a month later I had had enough and tried getting in touch with customer service. There was no answer. After several days I tried again, this time using the form on their website. Finally a representative responded and said they had not shipped the food because one item had been out of stock. Normally, a company would get in touch about such a matter. I okayed a different brand and received the food a few days later.

It was bloody lucky I didn’t rely entirely on their delivery as the cats would have starved in the meantime. The company obviously had no concern whatsoever that my cats might go hungry. As a disabled, self-isolating person without help, I was struggling to get hold of food elsewhere, but thankfully, I scraped together enough to keep them going (while also over estimating the amount the senior cats would eat).

The food was very poorly packaged and the box was damaged along with a number of the tins that were indented. Things could have gotten lost. Fortunately they didn’t. Won’t be using this company again.