PetnPony Reviews

Name: PetnPony
Address: PetnPony, Unit 49-51Dragonville Ind Park, Durham, Durham
Rating: 4.84

4.8 Rating 2,123 Reviews

96 %

of reviewers recommend PetnPony

4.8

Based on 2,123 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Next Day
On-time Delivery	99%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Under An Hour

About PetnPony:

Pet n Pony is a family run business in the heart of Durham City offering a wide range of Pet and Equestrian products. Whether it’s a Home for your Small Animal or a Rug for your horse we have the perfect products for you.

We are always looking to find the best products at the best price so we can offer you the best value for money.

We currently stock over 14,000 products either online or in-store, whether it’s for your pets, animals or any of your equestrian needs.

Visit Website

Phone:

01913840900

Email:

enquiries@petnpony.co.uk

Location:

PetnPony,
Unit 49-51Dragonville Ind Park,
Durham
Durham
DH1 2XU

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PetnPony 5 star review on 26th October 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Hi, I think my order had been for gotten as we had to text you to ask where it was. When it did finally arrive I found it layed at the side of my car at the bottom of my drive so odviosly it was too much effort to bring it up to my front door and take a picture as the couriers normally do. My drive is sixty metres long with a good sized turning circle so can't see the problem. Would suggest you speak to your driver and ask him what his problem was as I doubt we will order from yourselves again. Ron Martin”

PetnPony 1 star review on 30th July 2026

Helpful Report

Posted 2 weeks ago

Hi Ron, Thank you for flagging this, and I'm sorry your delivery experience fell so far short. Two things went wrong here, both on us to own: your order was delayed at dispatch due to a stock issue on our end, and the driver left the parcel on your drive by the car rather than bringing it to your door and photographing it, which is our standard delivery procedure. Neither is acceptable, and we understand the frustration of having to chase an update just to have it end that way. While the courier is a separate company, we don't see that as an excuse to pass the blame along, so we're raising a formal complaint with them directly about this delivery and the driver's conduct. We'd really value the chance to put this right and hope you'll consider giving us another try. Please feel free to reach out to us directly so we can make sure this doesn't happen again. Thanks again for the honest feedback, Ron.

Posted 2 weeks ago

“Unfortunately neither one of my cats would eat it so wasted my money. And it is them that reviewed it I m afraid. So cannot buy again.”

Helpful Report

Posted 4 months ago

“I’m quite disappointed that my order has not yet arrived. The courier stipulates that a signature is needed - this has not been the case in the past. Additionally, the driver has stated there was no one home but I have been home in the dates and times stated by driver, when I’ve tracked the delivery. I’m very frustrated!!”

Helpful Report

Posted 9 months ago

Hi Lisa I’m really sorry for the frustration here. Our courier has flagged difficulty locating your property for this delivery and, for this shipment, they are asking for a signature. We’ve tried to reach you by phone and email to confirm directions and get this sorted, but we may be missing each other. If you could reply to our email or contact us at support@petnpony.co.uk with any extra details that help the driver find you, we’ll act straight away. Landmarks, a what3words location, a preferred delivery day, or authority to leave in a safe place or with a neighbour all help. We can also redirect to a local pickup point if that is easier. We want this resolved quickly for you and will keep a close eye on it with the courier until it is delivered. Thank you for bearing with us. The PetnPony Team

Posted 9 months ago

“Hi. You have sent he wrong product. I have tried to contact you over email and still waiting for an answer so I would say I’m not satisfied with your company.”

Helpful Report

Posted 1 year ago

“Bought 2 hen zebra finches, 1 died a week later,thought it was just bad luck went back to get another it also died after a few days. very disappointed .this was from gilesgate Durham.”

Helpful Report

Posted 2 years ago

“Ordered a bag of dog food and the item was not dispatched. Contacted you a week later and the order had been forgotten about. Took over 2 weeks to get my order . In the meantime I had to order my dog some food from somewhere else.”

Helpful Report

Posted 2 years ago

Hi Richard We are truly sorry to hear about the inconvenience you experienced with your recent order from PetnPony. Your feedback is extremely important to us, and we sincerely apologise for any frustration or inconvenience caused by the delay in dispatching your dog food. We understand the urgency of receiving pet supplies promptly, and it is disheartening to learn that we fell short of our usual standard of service in this instance. Please know that we are taking your feedback seriously and will be reviewing our internal processes to ensure that such oversights are not repeated in the future. Once again, we apologise for the inconvenience you experienced, and we thank you for bringing this matter to our attention. We genuinely appreciate your support and understanding. Warm regards, PetnPony

Posted 2 years ago

“Your return policy is very bad, although I notified you by e-mail as soon as I received the wrong product, you sent me the product and then asked me to return it for exchange and pay a return fee for it.”

Helpful Report

Posted 3 years ago

“Really disappointed with my experience with Pet n Pony. The wrong colour boot was sent out, I then had a nightmare trying to get hold of anyone with email responses taking weeks, meaning the refund was hugely delayed. I was then deducted the shipping fee even though their site states when incorrect orders are sent they'll cover the cost. I like to support smaller business but I won't be using this company again. Disappointing.”

Helpful Report

Posted 3 years ago

“I bought a t perch for our bird that didn't work, it wasnt possible to attach it tightly ebough to hold the weight of the bird. I called the store and was told to send an email with a video and someone would get back to me as they couldn't deal with online orders over the phone. I emailed and have heard nothing back despite including the video. May as well have put £14 straight into the bin.”

Helpful Report

Posted 3 years ago

“Sizing is completely wrong Customers service is t great Won’t be using this website again”

Helpful Report

Posted 3 years ago

“Paid for express delivery but item did not come within the timeframe. I complained & was told they would refund the express delivery charge, but they failed to do so!”

Helpful Report

Posted 3 years ago

“Awful I ordered some boot for my wife’s Christmas and they took my money but then said my bank card was showing fraudulent activity. I called my bank and they said it was nonsense because they wouldn’t be able to tell. I got a refund a few days later. Shoddy service I will never use these again!! I went else where and… guess what??!!! My card was fine!!!”

Helpful Report

Posted 3 years ago

“I ordered the wrong food because the website isn’t very clear on Canagan cat vs dog food. Returns are super expensive over 2kg. As a first time customer, I’d hoped there’d be a reasonable price for returns but they offered nothing. I’ll not buy from them again, will give the food to my neighbours dog and shop locally”

Helpful Report

Posted 3 years ago

“Absolutely disgusted with the service with pet and pony....my partner ordered a xxs Mulberry Weatherbeeta riding coat for my birthday...we received a small black coat!! Rang them immediately to inform them that the order was completely wrong and would like the correct coat sent out asap as it was a gift...the lady was completely unhelpful and wasnt interested in the slightest that it was a gift!! We now have to take a photo of the wrong it and send it to them before they will give us a returns form or send us the correct coat...we will now ask for a complete refund and purchase from another supplier..will not use Pet and Pony again”

Helpful Report

Posted 3 years ago

Hi Anna We are sorry you have received the wrong item in your order. We have sent you a free returns label to return the item to us and in turn we will send out the correct item to you. If you would prefer a refund we can also arrange that. We are extremely sorry for the inconvenience caused this is a genuine mistake. regards PetnPony

Posted 3 years ago

“Contacted twice regarding an order I made with them in early October to ask about a dispatch date and have received nothing back from them. Considering phoning and asking for a refund at this point.”

Helpful Report

Posted 4 years ago

“Faulty item. Reported to manufacture who asked me to resolve it with the seller. Difficult to contact seller through the website, have emailed twice and still no reply. Item used once and now unusable.”

Helpful Report

Posted 5 years ago

“Received bit within 2 days of order. Fantastic service”

Helpful Report

Posted 5 years ago

“Dreadful customer service”

Helpful Report

Posted 5 years ago

“I had to return the gel seat protector because the filler was showing and so I was not happy with it. The lady I spoke to at pet and pony for advice on returning it was lovely though I have returned it but have not recieved the replacement yet.”

Helpful Report

Posted 5 years ago

“Delivery took around 8 weeks. When emailed I didn’t get any reply whatsoever (did this twice as well as the online form). Had to actually phone them to find out where my parcel was. Told me it would be delivered the week after, and that didn’t happen. So had to then phone again. Very disappointed as I used this store frequently.”

Helpful Report

Posted 5 years ago

PetnPony is rated 4.8 based on 2,123 reviews