Arif H rated Petwell 1 stars
a month ago
Avoid Petwell at all costs – this company is an absolute joke.
Do yourself a favor and listen to the negative reviews. I saw a seemingly great deal on the Petkit Pura Max Litter Tray for £289.99 (compared to £500 on Amazon), ignored my gut, and ordered anyway. Big mistake.
A week passed—no dispatch, no update. So I called. Their “customer service” team casually told me the item was out of stock and they had no clue when it would be back. Only verbal apologies to reaffirm that we don’t really care even though we’ve got nearly £300 from you sitting in our account. No estimated date. Just a cheery “We can cancel your order if you’re tired of waiting!”
I figured I’d wait a bit longer. Then, curious, I set up a stock alert on the same item using a different email address. Guess what? The next day, miraculously, I got a restock alert.
I called again—same advisor, same nonsense: “Your order was cancelled by the warehouse. We still don’t have the item.”
So why was the product listed as back in stock? Why was I never told my order had been cancelled? And why did they need me to call twice just to get a refund? Not a single email update. Not even a courtesy notification. The only message I got was the initial order confirmation when they took my money.
Only after I hung up (again) did Shopify notify me that the order was refunded. You couldn’t script this level of dysfunction.
Petwell is basically the embarrassing retail front of a larger wholesaler (Vital Pet Products), and it shows. They’ve had documented supply chain issues since COVID—and that’s exactly when the wave of 1-star reviews started rolling in.
I can’t speak to how things were before, but as of now? This is a Mickey Mouse operation running on outdated systems and zero customer care. If you enjoy paying for products that don’t exist and chasing down your own refund, by all means, give them a go.
Otherwise? Run.
