The Pet Express Avis 

As others have said AVOID using this website. I will never use them again

Pet express took my payment but had no stock. They completely ignored their stated cancellation process using email and only took any action when I threatened to involve my credit card company to claim repayment, which I have since done

There was no direct communication with me in response to emails. The only way to find an update was by me having to continually check my online account for any status update.

The advertised telephone number was continually engaged or unanswered

If this was not incredibly poor customer service then it could be considered a scam

Terrible customer service been trying to get my order or my money refunded for a month now with no success, thank god I paid via PayPal have just started a claim.

I made an order on 4th April 2020, and its now 23rd April. I have not received my order. I have asked for a cancellation, and requested a refund 3 times, but NOTHING. I do not rate this company at all, customer service is crap. I am thinking of suing for my money back.

Very similar to previous reviews, ordered some dog kibble on 21st March and it arrived 18th April... after 4 weeks, I had to buy my dog some emergency supplies in the meantime which has given him an dodgy stomach.

I tried to call them email them and got no reply. It wasn’t till I raised a paypal complaint that they took notice and were not apologetic in the slightest, blaming COVID-19 for everything. They were supposed to send a dog toy which you get if you pay over a certain amount and what did I get? A cat toy with a bell. For the they told me I didn’t pay for it so had to make do... unreal!

Seriously, don’t order from this company, they are unreliable, abysmal customer service and a poor mans pets at home.

This is a follow up to earlier review, where I wished I had read Trustpilot before ordering from this company. Like another reviewer, I finally asked for a refund and cancelled my order. As if by magic, I have had a message (again) from DPD informing me that my order of 4 bags of dog food will appear between 11.47 and 12.47 today 22nd April. I firmly believe that Pet Express or the Ark are taking orders they cannot possibly hope to fulfill. Today, if it arrives, it will have been a month tomorrow since ordering, with unsatisfactory communications in between. I also have had to order from another company , I didn't expect next day delivery as advertised, however I was kept informed all the way and order appeared within 2 - 3 days and yes, it was DPD ! I cannot believe that they only have a very small company, ( so do others) from their websites. Who is the Ark and how are they involved ?

Further to the above, DPD delivered to me at 1.14pm, however only 1 box containing 2 bags of food. The label on the box clearly says 1 box of 2. On contacting DPD immediately, they informed me that they too were expecting to pick up 2 boxes, however there was only one for collection ! I have contacted the pet express/the ark, and am awaiting an explanation, this is just beyond a joke !

The only reason why they have one star from me is this site will not allow me to give them none!

Ordered almost £200 of cat food for my four cats, said it was going to DPD then the order has been sent, pity DPD were not aware of this. Nothing received, standard email response, no one answers the telephone.

I need to go to my credit card company to get a refund now.

I cannot say how much I hate people like this and I suggest that all future purchasers avoid, based upon my experience of them!

UPDATE ON LAST REVIEW, STILL CAN NOT GET IN TOUCH WITH PET EXPRESS, THEY WON'T ANSWER THE PHONE AND LIKE OTHER PEOPLE ON HERE THEY HAVE TOOK MY MONEY. ITS NOW A MONTH SINCE I PLACED THE ORDER. THEY HAVEN'T SENT ANY CORRESPONDENCE AT ALL WHY THE ORDER IS DELAYED. DPD STILL HAVE NOT RECEIVED THE GOODS EVEN THOUGH PET EXPRESS SAY DPD RECEIVED THE GOODS ON THE 27TH OF MARCH. DPD ARE STILL WAITING FOR THE GOODS. DO NOT USE THIS COMPANY AT ALL. I AM GOING TO CALL TRADING STANDARDS NOW AND TAKE THERE ADVICE.

I ordered food for my cats with the pet express on 24th March 2020. Payment was taken that day. Long story short, my pleas for customer service resulted only in generic, one-size-fits-all emails. Can't stand those. It took 30 days for delivery. Had I not ordered cat food from ebay ( order to delivery 5 days ) my cats would have starved. I would give zero stars if it was an option. I believe they only took action when I got my credit card company involved. They also blamed DPD for their own disgraceful service.

Impossible to get hold of, placed an order on 24th march was told due to current circumstances it will take 2 weeks to deliver, 3 weeks later nothing.

Tried to phone, email no response what so ever. I also want to cancel the subscription but I cant see a way of doing it from the site, so will probably have to cancel the card to stop them taking payment. Will never use again.

UDATE: Found how to cancel subscription and delivery finally arrived with a missing item.

Ordered dog food 24th march waited and emailed several times received email saying it would be delivered 6th April now 14th and still waiting. They do not answer or reply to emails service is absolutely appalling!

I want a refund but unable to get a response

Keeping my money and ignoring me.
Having waited far longer that told for my order it arrived with two items missing and no delivery note. I have tried to call them every day and sent them four emails, three of them through their contact link on website.
Being ignored as they hold on to my refund.
Disgraceful, will never use again!!!

I ordered a large bag of puppy food on 22 March 2020 and have still not received it. The cost was £50
Be warned do not order from them.
28 April 2020 I contacted Pay Pal yesterday as I still had not received the goods. Today Pet Express have fully refunded the cost of the puppy food via Pay Pal. They say that my order had got lost in their system.

Greedy company taking advantage of the current situation
This is a poor excuse for a company. Made my order 21st of March, they took my money straight away but I have had no delivery since then. Attempts to contact them recently through email, facebook and twitter have been ignored. They have demonstrated pure greed and obviously took on too many orders to handle, instead of putting a cap on orders like many other companies have sensibly done. Now weeks later, pet owners are still waiting for orders to be fulfilled when they could have gone elsewhere. Once this order fiasco is sorted, I will never order from them again. They have lost my custom and the custom of every other pet owner I know, as I have made sure to tell people about my experience regarding their laughable 'high customer service standards' - of which they have the cheek and ignorance to still tout about on their website. AVOID, AVOID, AVOID!!!

Worse online company I have ever had to deal with. Other companies are able to transact their businesses regardless of the COVID19. However Petexpress are greedy and self centred company that lack either customer focus or communication. Ordered item 3 weeks ago for the last 2 weeks it showed "label printing" and 2 days ago received email saying items dispatched. However today I got a voice mail that item was out of stock but they were still happy to take my money. Avoid using them at all costs.

Ordered almost £50 of pet food on 23 march, never delivered, phone calls, numerous emails, messages sent via website and Facebook requesting a refund go unanswered, quite happy to take the money but dont want to refund or give you the goods, trading standards is now being informed. Shoddy company taking advantage of a terrible situation

I ordered two large bags of hay, worth almost £50. In its place (after trouble with the delivery too) arrived two small bags! Leaving me £25 out of pocket. Can't get through on phone (they say their team is busy in warehouse) and two emails have gone un-answered. A default reply comes through blaming Covid-19. The virus and situation is NOT to blame. PET EXPRESS is! It seems from reviews here and Facebook that they are too happy to take money, yet do not provide the service/products that they claim. I left a 1 star review on their site and can't even find it! I think the site is rigged to only show the 5 star reviews. Not happy...

I placed an order for dog food which hasnt arrived its impossible to talk to them because their telephone is permanently engaged tried to e mail but no reply .I wouldnt recommend them.I would advise anyone thinking of placing an order with this company to think again.