Fetch, The Pet Store 

I have ordered my dogs food, waited for a week,still not arrived because Hermes now cannot find my house!!!!!
Useless pair

Dreadful. I paid over £108 for a dog food delivery over this weekend only to be told the website is changing to paws.com over the weekend and the money was taken in error and order wouldn't be delivered.Having just spoken to my bank it can take up to 2 weeks to be refunded, if not then take it to dispute. Got a silly 'sorry it was in error have £5 off your next order'
Shame fetch was brilliant at one time. Refund due please. Don't bother with this company

I have used fetch for a few years and they were brilliant when they were owned by Ocado. I noticed since the end of lockdown that things had deteriorated badly as per deliveries and standard of packaging. Had no idea why but thought maybe they were struggling due to covid.
I have since found out that Ocado sold it in January...ah thats why!
I had a order in May for important food for my cats, One is allergic to the chicken in all everyday cat food and it is very hard to get the food I give him, it was for next day delivery but the order didn't turn up on the day it was due, thankfully it came the day after. Box was battered but it arrived.
I thought it was a one-off.
I then placed another order in July, again with next day Saturday delivery, due day again no show. I called CS and was told to wait 72 hours! With pets that need their food? Allergic cat was now eating sardines. I had to go and source food from somewhere else, so it ended up costing me double. The order eventually turned up on the Wednesday, so 4 days later but judging by some of the reviews on here I was actually lucky!
The items inside the box were also not in the best condition.....bad storage?? I have also noticed that the outside packaging is very poor now...I have better packaged items from eBay.

This is simply not good enough, these orders are for prescription foods that are very important for peoples pets.
Waitrose sell the food that my allergic cat eats (it is very hard to find it in store) so I have now switched to getting it from Ocado instead. It is bliss...they deliver when they say they will. The other Royal Canine foods that I get for my other cats will be coming from Zooplus from now on, they don't do next day delivery but I have never had an order take longer than 2-3 days and I at least know that it will get to me.
I will not be ordering from fetch again, they have done it to me twice and they will not get another chance.
From what I can see they are only going to get worse. I give them a year max of continued trading at this rate before they are no more.

I have ordered from fetch for many years. For the most part they have been ok. I had to stop ordering during lockdown because of erratic delivery but that is understandable. I ordered dog food over 10 days ago. It didn't arrive. I contacted them which you can only do through a live chat. They promised me action. Nothing. I contacted them again this morning. They said it's on the way! I asked for a supervisor. No can do. The customer service is appalling. I will not be buying from them again

Absolutely disgusted with the treatment of long term customers. No warning whatsoever that we can no longer get Fetch delivered with our Ocado order. I had a delivery booked for a week or so's time and have just had a garbled email to say that as from this week they're no longer in partnership with Ocado. This order was placed over a week ago so it's not new, why allow me to place an order?!

I am so disgusted I've cancelled the order. However, I thought I'd check to see if I could get it delivered this week and apparently there is the option to have it delivered with Ocado but it costs £7!!! The VERY least they could do is honour current orders.

We now have to get it delivered by Hermes, who can be shockingly bad, and pay extra for the privilege. One of the reasons I ordered from Fetch was the chance to avoid extra pollution as two deliveries came as one.

I will never use Fetch again.

Just logged into fetch to order alongside my Ocado delivery, only to find that this option is no longer available without full payment for the Ocado slot, despite having a smart pass. Paws, the new owner of fetch, has never made this change clear, and it is incredibly disappointing. Despite being a long time customer of Fetch, I'll be moving to another provider now. Ocado delivery and customer service is outstanding, and losing this is a real shame. Perhaps Paws, should have thought about this before changing the user experience so significantly.

Always buy dog food which has been delivered free with my Ocado order . Suddenly no can do and Payment of £6.99 required if minimum spend not met . Goodbye Fetch and maybe reconsider Ocado . It seems all roads lead to Amazon which is worrying for retail !

PS thanks for the invite to contact you on social media to discuss - I don’t use it on principle as I’m in IT Security!!

Long term customer and a happy one. This issue feels minor in comparison to others but there are 2 themes coming out in recent reviews that MANAGEMENT need to do something about ASAP before they lose loyal customers.
Went to place order - no option to use Ocado. Wasted time logging in & out etc then contacted customer services.
They’d hoped to offer this until 24th sept when some new service launches on 26th and hopefully then things improve.
Wasted time on chat to find this but more importantly, apparently there was no point escalating my request to management to put some alerts on the website so other people don’t waste time, because nothing would change.
Wanted the stuff anyway and still cheaper than my other source - but am now nervous because I didn’t clock it was hermes and they are the worst courier in my area.
So dear management, you have a major credibility and service issue.
It’s in your hands with some simple communication as a minimum - and preferably making loyal customers think you’re worth sticking with.

I've read some bad reviews on here for this company but have personally never had any issues with them myself. I've used voucher codes and delivery has always been on time. So, so far so good. Only negative was when 3 tins were dented in my last order but the lovely lady apologised and refunded us for the hassle. So was sorted promptly and professionally. Thank you, will be using again.

Ordered large bag of dog food and smaller box of food. Supposed to be next day delivery. Never happened. Then smaller box arrived the day after was supposed to arrive. The larger one is in the Fetch / Hermes black hole referred to by so many others below. Had three on line chats got nowhere so order cancelled and now waiting on refund. I asked what had gone wrong as might want to raise it with management - was told management may not be able to answer. Seems no-one knows what is going on and no-one is aware that their business is providing food for pets that people need when they order not in some random number of days after (or never). I was also told I was going to get a £10 voucher for my next order - still waiting - though the idea of a next order is a joke.

Prices and availability are generally very good, however since switching to using Hermes alongside Ocado deliveries they really seem to be struggling with delivering orders on the dates they advise. This especially seems to be the case when you order more than one item which now usually results in splitting the order into 2 seperate deliveries and 70-80% of the time you end up receiving one item on the confirmed delivery date and the other a day or 2 after.

Absolutely diabolical experience/service including non delivery, no communication, very poor customer after care.

Purchased £200 of high quality grain free dog food for next day delivery - 10 days later I'm £200 out of pocket, have a very hungry dog whose had to chop and change between interim foods, and spent a week trying to chase down a fantasy dispatch/delivery and ellicit a response from both @Fetch.com and @Hermes!

Finally informed I'd been automatically refunded a week later - no evidence as yet - which they appear to think it's a mark of excellent customer service. When pressed I was offered my original 10% first order discount again plus a whopping £10 off for a delivery slot at the end of the week!

On principle I decided to pay a fraction more and get same day delivery from @Amazon!

Shabby effort! Bye bye Fetch!

Terrible company, do not order from fetch.
I placed an order on 31st August which was supposed to be delivered the following day. 2 weeks went by and I had no correspondence from fetch to let me know my order was delayed and had to reach out to them. After contacting them I was informed that their courier could not deliver my item and that I had been refunded the money for the item. However, they did not refund the delivery fee that I paid considering that my items were not even delivered. Very disappointed in this service and would not recommend anyone use them

Ordered some hypoallergenic cat food (3.5 kilo bag of Purina HA) arrived quickly and had an offer code for a discount. Website was easy to navigate and all went well! Packaging was good also. Thanks!

Used to be great when it was Ocado delivery but every delivery via Hermes has gone wrong. Comms not great when things are not sent or sent in separate deliveries. Long time on live chat and in the end all I go was 🤷‍♂️ Real shame

I have used fetch for a couple years, but their reliance on Hermes for delivery isn't good. I was told I would have delivery on Friday, but it took and extra 5 days to arrive. I wish I woudl have just gone to th elocal pet store

Ordered dog food a week ago and got confirmation from Fetch that it would be delivered on Monday. Then got confirmation from their courier they had received my parcel. All week same info but no update on delivery. Phoned Fetch today and spoke to one of the most insincere customer service people ever, whose manner was completely disinterested and also blamed their courier. My dog food is nowhere to be found.
In such a competitive online pet supply market, change your courier and train your customer service team to actually give a damn Fetch.
You have lost another customer here-one who will take their (would be) £100 a month order elsewhere.

Lousy. Goods arrived 4 days late and damaged- change your courier company Fetch before you lose more customers.

Packages almost never arrive on the guaranteed delivery day, and when they go astray for several days it is nearly impossible to contact the company to find out why. I'm not sure if the problem is with Fetch or their delivery contractors, but someone in their delivery chain routinely fails on an epic level!

Further to my previous lengthy review of how badly Iv just been treated by this company, here is their reply, I have copied and pasted it here as that seems to be how they like to respond to people, most of the bad reviews have had a very similar poor response, I can only assume they want to be contacted via a social channel so that it cannot be seen by any one other than me, however I will be perfectly happy to copy and paste it into the public domain, it seems very underhand of them when Iv already lodged my dissatisfaction with them directly and on trust pilot, why they need yet another reply from me is a mystery

Reply from fetch:

Hi Claire, we're so sorry to hear of your experience. We'd like to take a further look into your account to see if we can help further.

Please could you send us a DM via one of our social channels, a member of the team will reply shortly -Hasina