Pets at Home Anmeldelser 

Took my maltese to Merthyr Tydfil pets at home for a bath and trim. I was told by the groomer that the cut needed to different than what I wanted. I wanted her to have a bath and trim her paws, but her face and head not to be trimmed at all. When I picked her up the groomer had shaved her body and trimmed her face and head. Would advise you never take your dog there.

Unfortunately my delivery had something missing, but on contacting customer services the answer was very quick and professional and my order was completed with no problems.
Thank you.

Brilliant customer service very helpful and quick to resolve any issues

I had a issue with logging into my account and the personal were very helpful,her name is Rebecca and she helped me troo the process. Good job

Title: Shocking service and refused adoption based on absurd staff claims
​Review:
I had a terrible experience at the Pets at Home Carlton Centre branch when trying to adopt a dwarf hamster. After selecting a cage clearly labeled on their shelves and website as suitable for 2–3 dwarf hamsters, a staff member point-blank refused the adoption.
​In a rushed, 3-minute interaction, she claimed that Pets at Home doesn't sell a single humane or suitable cage for a hamster, that their own product labels are wrong, and that I would have to buy a cage from a different retailer before she would allow me to adopt.
​As a lifelong hamster owner, I was treated in an incredibly patronising manner and left feeling insulted. Telling customers that your own company's products are inhumane while turning away fit adopters is completely unacceptable. Extremely poor service.

I regret ordering anything from PAH - I just found out after the order that they use Evri couriers - say no more. Expected delivery was on the weekend and nothing has arrived and tracking has not changed since the order was made. Second part of order is supposed to be here today. I'll believe that when I see it. It would of been quicker to drive to the store and our pets would have had their items on the day.

I do not expect to get a thing for at least another week, as Evri are simply not delivering here and have gone back to where they were years ago - atrocious. I have now made it policy to not to order from anyone who uses them. Pets at home have no call lines now, so you are stuck with overseas chat agents that know absolutely nothing. I provided order number and email an she still refused to assist, wanting of all things my pets names! We have not provided them so how they expect that to help I can't see - a total sham of a company. This is the last time I will be using them and will be switching to Zooplus in future.

UPDATE
the picture is of the outside of the 2 storey flats where I live, the picture is directly below a fully functioning door entry system, the evri driver left the parcel outside the building having made no attempt to inform me of the delivery, I can only assume someone lifted the parcel

I am 65 year old stroke victim and require any deliveries to be made to my flat, no matter how heavy, I'm assuming your contract with evri is to deliver to the address on the label, not just the building

I hope this helps

Having placed an order direct with pets at home, I was horrified to see that they use evri for delivery

I've already been let down, supposed to be delivered today, apparently tomorrow, we will see, watch this space

Goalposts moved delivery back on today

Looks like they have changed their mind again, was due at 4:30

Still no sign, I don't think the fault lies with pets at home, more so the lazy, thieving evri driver

Followed the instructions following our previous issues trying to get a receipt for an online order but just received an unhelpful message not a solution......

Hi there, We're sorry to hear you've experienced difficulties obtaining receipts for your online orders.

We appreciate how frustrating it can be when you're trying to get assistance and are directed to a contact form that doesn't appear to include a suitable option for your query. This can make resolving what should be a straightforward request more difficult than it needs to be.

Thank you for taking the time to share your feedback regarding this process. We appreciate your comments and are sorry for any inconvenience caused. Best wishes, Frankie@PAH

Doing away with being able to phone to amend or change delivery when trying to do this online goes wrong is a step backwards in customer care. Enough to go elsewhere for supplies.
Your staff could help us quickly to solve problems if customers were able to telephone them.

I spoke with Aisha and the service was absolutely terrible. I sent clear photographs showing everything the nearly full bag, the uneaten food, what my dogs refused to eat, and my bank proof and instead of addressing any of it, she just replied with a scripted store policy.

Before I could even reply or explain my rights properly, she closed the chat on me cutting me off mid-conversation so my concerns were never heard. She kept quoting 30-day return rules and 50% remaining, completely ignoring my statutory rights under the Consumer Rights Act 2015 which gives me 6 months protection.

The product AVA Sensitive is not fit for purpose: all 4 of my Yorkshire Terriers refuse to eat it and it upsets their tummies, yet my evidence was brushed aside. I asked to speak to a manager and was just fobbed off. It felt like she was following a script to get rid of me rather than actually helping.

I have since sent a formal complaint and will not give up until this is resolved properly. Very disappointed with how I was treated.

We went to buy a dwarf hamster. Spent ages choosing one only to be told that the cage we have (the same type we have used safely for years) is unsuitable so we would have to buy a new cage from Pets at Home. These cages have metal bars around the sides while ours has plastic sides, the type of cage that many animal welfare charities say are safer, as I have just confirmed by my online search. This is just a way to manipulate people into buying a new cage which we don't need, and was very upsetting for us as we were not allowed to buy a hamster even though we have kept them for years and years.

Spikes all over roof with poor birds impaled on them.So much for animal lovers!

I was at the shop for around 30 minutes discussing the new cat and kitten we have rehomed, and was purchasing various new toys and a cat station for play and sleep.

I then asked if I could use a toilet as I have prostrate problems and need to urinate more frequently than someone without this medical condition.I was told politely sorry there was no toilet, but clearly unsympathetically towards my condition. I needed more ingredients for my trolley but found myself having to pay whilst clearly in discomfort, needing to rush out of the shop very quickly to find another establishment that had toilets. I do know your store is the largest in the area where I live and clearly employs many staff and vets as you have a vet partnership inside the store too with owners waiting for long periods of time for there pet issues to be looked at, so I was very shocked that the basic need of a toilet is not something you provide for staff or customers.

Store 00783, Bridgwater
Excellent service from Tom.

Awful customer service.

Online chat is supposed to connect you to "Pet Experts". They know nothing about their products, they can't understand English, they ignore anything you ask them, and they have one answer only: "phone your local store" or "go to your local store". Totally misleading and incompetent disguised as "online support" and "Pet Experts" whose only expertise is stupidity.

If you try and call the store - I tried four different stores - nobody answers and the phone just rings non stop.

Terribly run operations.

Response to their reply:
Thank you. But your leadership knew when they set the online Customer Service up that they were incompetent. Your leadership knows now that there are no "Pet Experts" available to customers online, so why do you continue this lie? How did your online Customer Service ever get set up - and remain - in such a deplorable state? You say Pets at Home is working on it - which incompetent individual is leading this initiative, as it sure as heck isn't working, is it?

Was checking the reviews as i was in last thursday and also seen another one about the girl with hickeys on her neck shocking behaviour in customer service letting kids see that sure her name was Holly or olly from hearing other staff shocking from an older lassie who probably has kids of her own hope she doesnt if thats what shes showing them

Was in on friday in the morning with my kids and partner and have never been so embarrassed!! as was going past a store colleague short with glasses and tattoos and my kids start asking whats on her neck and it was hickeys!!! I didnt know what to say and had to just leave the store how unprofessional in a customer service work place coming in with bruises on your neck and around kids aswell.

My dog suffered severe allergic reaction to frontline tri-act and had to seek veterinary attention and treatment.
Amy S and Monja M replied to my message within a very short period of time and offered a solution.
Their empathy was very strong and I appreciated their support.

Once I got through to the Agent my requests were addressed quickly and professionally. I received excellent customer care.

absolutely useless live chat, no help just patronising.