The website is set up pretty well and it is easy to navigate. Although I want to support the little guy, pet I really has some great delas. I just signed up for their rewards program. You get 5% back on everything you buy. They also seem to have lots of sales. The other day cat toys were buy 3 get one free. They send emails almost every day. Last week I had get $10 off 50 and on Friday the 13th get $13 off $63. If you think about how much food and litter are it really is worth it to spend the $50 for the discount. Also, if you refer a friend you both get some money towards a purchase. If you sign up for repeat delivery you get a discount. I also feel they carry everything I have ever wanted. I live in NYC so unfortunately the mom and pop shops are very limited in space and as a result in what they carry. Same goes for the supermarkets. Petrol seems to have everything. As far as customer service goes, I do think everyone has always been friendly.