Our local store (Bognor Regis) is very good and the staff are excellent. However, customer service (Kacey) failed to resolve my issue. I am a regular customer and usually spend £70 plus every few wee... Se mere
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Se, hvad kunderne siger
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 offe... Se mere
Virksomheden har svaret
The service from Pets at Home is good but I wish they would stop using EVRI, they just leave deliveries without even trying the door. Yesterday they left a full order on our drive in full view of t... Se mere
Virksomheden har svaret
I went to look for another guinea pig to, I ended up picking George from the adoption center. I met a lovely pair of staff, Mark and Mel. From the start Mel ensured I understood how much care and atte... Se mere
Virksomheden har svaret
Virksomhedsoplysninger
Skrevet af virksomheden
From food and toys to expert advice & In-Store services. Find what you need at Pets At Home. The ultimate pet shop experience.
Kontaktoplysninger
4,1
God
50 t anmeldelser
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Food packets broken
I ordered pet food, 120 packets arrived and some were damaged and the food was all over the box. I took pictures of a damaged packet and the mess in the box. But because I did not take pictures of all the packets, they would not help me.
24. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Jack,
Thank you for your review. I'm sorry to hear that your order arrived in such an unacceptable condition.
I understand our customer care team is already liaising with you regarding this matter - I do hope you are able to reach a resolution regarding the issue with the images. I would like to thank you for bringing this matter to our attention and once again, apologise for any disappointment this may have caused on the company’s behalf. The company is actively working to improve service levels and your feedback has proved to be invaluable.
Best Wishes,
Emily@petsukofficial
Always lovely staff in the bolton…
Always lovely staff in the bolton branch who are very helpful
24. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Dominica,
Thank you so much for taking the time to leave a review for us. The colleagues in our Bolton branch are clearly an absolute asset to our team, and we're so lucky to have them working with us. We take a great deal of pride in our exceptional colleagues so it's always so fantastic to hear when customers have been so impressed with their high levels of customer care. I’ve passed your kind words over to the relevant management team, to make sure that they get all the praise they deserve. Many thanks again.
Best Wishes,
Emily@petsukofficial
Just visitBrillinat customer serviceed the store at South…
Just visited the store at South Aylesford Retail Park The service was well beyond anything I could have hoped for - absolutely brilliant"
25. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Gordon,
Thank you so much for taking the time to leave a review for us. The colleagues in our South Aylesford store are clearly an absolute asset to our team, and we're so lucky to have them working with us. We take a great deal of pride in our exceptional colleagues so it's always so fantastic to hear when customers have been so impressed with their high levels of customer care. I’ve passed your kind words over to the relevant management team, to make sure that they get all the praise they deserve. Many thanks again.
Best Wishes,
Emily@petsukofficial
Ordered and paid for 2 products online…
Ordered and paid for 2 products online on Friday 18th September. Was advised the items were in stock and could be collected from my local store on Monday 21st September.
Nothing to collect, Monday, Tuesday, Wednesday, Thursday. Then Thursday evening I receive an email telling me my order has been cancelled and I have to wait 5-7 days for a refund! The items had been confirmed as in stock when I placed the order. They could potentially now have my money for 2 weeks for nothing. This isn’t the first time it’s happened but it will be the last as I’ll never buy online from them again!
25. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Andrew,
Thank you for getting in touch. I'd firstly like to express my absolute sincerest apologies for how awfully let down you've been since shopping online with us. I've passed your feedback onto relevant teams for review as we obviously cannot let this happen to any of our other loyal and valued customers. Again, I'm truly sorry for this frustrating matter and thank you for taking the time to make us aware
Best Wishes,
Emily@petsukofficial
Terrible experience
I contacted Pets at home to return an unopened item. Evri collected the order but it looks like it may have been lost. I opened a complaint with them via resolver which they didn’t respond to. It’s now been months without the refund I’m entitled to so I opened a chargeback with my bank with all the evidence and Evri tracking numbers and Pets At Home have the nerve to contest it and drag it out longer.
Also, why is the only contact method via live chat that’s only open when people are working? Absolutely useless
1. juli 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Richard,
Thank you for getting in touch. We are so sorry to hear about this matter! I do hope this is now resolved & if not please do reach back out to us. Our live chat is available 9am - 8pm monday-friday and 9am - 6pm on weekends. We can also be contacted via our email contact form on our support page here https://www.petsathome.com/support & our social media pages.
Again, I'm truly sorry for this frustrating matter and thank you for taking the time to make us aware.
Best Wishes,
Emily@petsukofficial
Bought online for click collect nearest…
Bought online for click collect nearest store that had stock over 20 miles husband picked it for me then went food shopping and went home only to find 1 box cat food was out of date that ment we had travel another just over 20 miles to take it back has sell buy date was August 2026 there was no way give to my cats told them not touched them just put on kitchen unit and they opened box to count them the box partly open below which l put tape on but they were all there and had no issue to get money back on card and was told that back in 2 to 3 days but had the money back today
23. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Evans,
Thank you for leaving some feedback for us. I'm incredibly sorry to hear of the stock you were given during your recent visit to our store. We take an awful lot of pride in our customer care standards and it's clear that we haven't hit the mark here. Please be assured that your comments have absolutely been taken on board and passed over to relevant departments to address right away. I do hope this doesn't deter you from visiting in the future, as we'd hate to lose such a loyal customer like yourself over this. Thank you again for getting in touch
Best Wishes,
Emily@petsukofficial
Shambolic service
We took our 10 year old Collie x Samoyed dog (Dodger) to Pets at Home as he had a ruptured Achilles.He also had swollen lymph nodes and a pressure sore on his right front elbow.On the 5th August they had him in and X -rayed his leg,cleaned his pressure sore and took needle aspirations from his neck.Sadly they never bothered to take a biopsy from the lymph nodes which I found to be strange.When his brother had a similar problem the vet at the time from a different practice took 16 biopsies from him and we knew the results in 2 days.
We took Dodger back to them and was asked if we wanted a further test to be conducted on his lymph samples,at a cost of £268.00.Obviously we wanted to ascertain what condition he was in and duly agreed for the samples to go to Axiom laboratory in Newton Abbot.This should have taken between 7-10 days but after 2 weeks we still hadn't received any confirmation.I rang the lab but you can't talk to these people having to rely on a vet to be your spokesperson.We eventually learned that they had only sent the samples to Portugal where they became stuck in customs,meanwhile our dog is having to live without any possible treatment plan due the ineptitude of both Pets at Home and Axiom Laboratory.
After 5 weeks of waiting,I contacted Pets at Home and told them if we hadn't received the results by the forthcoming Friday I wanted a reimbursement for the sample fee.They did refund the money but it wasn't about the money as we still didn't know what our dog's prognosis was.Unfortunately Dodger,getting off the sofa,couldn't stand on his left back leg.We took him over to Pets at Home and having to carry him through the store on a duvet cover,no trolley available to assist his plight,he was shipped upstairs to the practice where after an X-ray we discovered he had dislocated the left femur,thus rendering him unable to walk leaving us with only 1 feasible option.
In conclusion,I told the practice manager that the service Pets at Home was offering was shocking and that they had no idea that Dodger's samples could be shipped abroad as they were not aware of their protocols and Axiom are equally at fault as they never told Pets at Home that it was their intention to transport the samples abroad and were economical with their status having said they had received them yet were still stuck in Customs.
Sadly after losing our much cherished,beautiful Dodger,no words can erase the hurt,loss and total dissatisfaction with Pets at Home and Axiom, and still to this day we never have received his results.What an absolute travesty and as owners we were let down all around and couldn't make an informed decision on how or whether to treat Dodger but more to the point they failed our dog.He can't do any talking but we can!
I consider Pets at home to be a sub standard veterinary practice and would never,ever recommend anyone to use them.
9. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Randall,
Thank you for getting in touch. I’d first and foremost like to express my sincerest sympathies for your loss of Dodger and for all you’ve been through recently, I can only imagine how truly difficult this must’ve been for you and I must apologise if it’s been painful in any way to discuss. If you haven't already done so, please do reach out to speak to the Vets4Pets client service team who can discuss this in more detail with you and hopefully reach a suitable resolution. The contact page for Vets4Pets can be found here https://www.vets4pets.com/about-us/contact-us/
Best Wishes,
Emily@petsukofficial
Bognor Regis store and staff excellent but customer services poor.
Our local store (Bognor Regis) is very good and the staff are excellent. However, customer service (Kacey) failed to resolve my issue. I am a regular customer and usually spend £70 plus every few weeks and, until late last year, received regularly a voucher for £4 or £5 pounds if I spent £40 or £50 pounds. The app on my phone says I should have eight vouchers but the same app also says I currently have none! The store don’t understand why and asked customer services to help but their explanation is just waffle which is a shame for the store staff who did what they could.
23. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello John,
Thank you for taking the time to write to us. I'm so sorry to hear that you've faced issued with your pets club vouchers! If you haven't done so already please get in touch with our customer care team who will be happy to look into this for you. Our customer care team can be reached via this link https://www.petsathome.com/support
Best Wishes,
Emily@petsukofficial
I ordered for a click and collect item…
I ordered for a click and collect item paid and had it confirmed, I waited an hour and left my house to pick up I arrived at the store and received a cancellation email saying can take up to 7 days for a refund, I did not get to wait up to 7 days to pay for the item.
24. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Carol,
Thank you for leaving us with your feedback. I'm sorry to hear that you are unhappy with our click and collect service. Please can you kindly get in touch with our customer care team if you haven't already done so? Click and collect is a service we are always looking to improve & we'd really like to gain more specific feedback to help us improve. Again, I'm truly sorry for this frustrating matter and thank you for taking the time to make us aware.
Best Wishes,
Emily@petsukofficial
Had an issue with a refund taking too…
Had an issue with a refund taking too long, but emailed customer service, and the lovely Sue, fixed it so quick and easily!
24. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Swoop,
Thank you so much for taking the time to leave a review for us. Sue is clearly an absolute asset to our team, and we're so lucky to have them working with us. We take a great deal of pride in our exceptional colleagues so it's always so fantastic to hear when customers have been so impressed with their high levels of customer care. I’ve passed your kind words over to the relevant management team, to make sure that they get all the praise they deserve. Many thanks again.
Best Wishes,
Emily@petsukofficial
Horrible service!
I'm trying to return the damaged cage I've received, but communication has completely broken down. I was initially contacted with instructions on how to return the item, but despite sending 3 follow-up emails over the past week to clarify details and arrange a delivery date, I've had no response at all.
Order number: 378593227
24. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Kseniia,
Thankyou for taking the time to leave us a review. . I'm incredibly sorry to hear of the disappointment caused following your recent order & contact with us. We take an awful lot of pride in our customer care standards and it's clear that we haven't hit the mark here. Please be assured that your comments have absolutely been taken on board and passed over to relevant departments to address right away.
Best Wishes,
Emily@petsukofficial
My cats have no food now because I was…
My cats have no food now because I was expecting a delivery today! This isn’t the first time this has happened. Really disappointed with Pets at Home. There must be somewhere else I can order online with a better service!
23. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Tara,
Thank you for getting in touch. Firstly, I'd like to express my absolute sincerest apologies for how disappointed you've been since shopping online with us. You should never have been left waiting so long for your order and I can assure you that this is not usual of our service whatsoever. I've passed your feedback onto relevant teams for review as we obviously cannot let this happen to any of our other loyal and valued customers. Again, I'm truly sorry for this frustrating matter and thank you for taking the time to make us aware.
Best Wishes,
Emily@petsukofficial
Last two deliveries received of Purina…
Last two deliveries received of Purina Proplan Senior Age Defence our Labrador has issues. Reported concern to both Pets at Home and Purina directly. Automated response from Pets at Home very poor did get response from Purina but inconclusive but confirmed there is variation in production batches produced clearly something has changed as there has been no change in our labs response to other dried foods
1. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Martin,
Thank you for getting in touch with your feedback. I'm so sorry to hear the food you've purchased has caused issues for your Labrador and I do hope they are doing ok now! I'd really like to assure you that there's simply nothing more important to any of us here at Pets at Home than the wellbeing of animals and we're really keen to look into this further.
I am sorry for the previous automated response you received regarding this matter - please do reach out directly to our Customer Care Team who will be happy to investigate this matter thoroughly for you.
Best Wishes,
Emily@petsukofficial
Fantastic customer support
My Pets at Home order arrived incredibly swiftly. Unfortunately there was a part missing from one of my items, but the Customer Support team were amazing. As soon as I provided photos of the item and the barcode, they arranged for a replacement to arrive within 24 hours.
23. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Charlie,
Thankyou for taking the time to leave us your kind words regarding the service you received from our Customer care team! I've passed your lovely feedback on to the relevant management team to ensure the relevant colleagues gets all the praise and recognition they clearly deserve. Again, thank you for getting in touch - it really does mean the world to our colleagues to get such positive feedback
Best Wishes,
Emily@petsukofficial
I was still typing and she just closed…
I was still typing and she just closed the chat after asking a question… am already frustrated with the app not letting me make payments and on top of that the chat team are so tired to help she must have been in a rush to go as the whole conversation didnt even last 5 mins i was asked my details i provided it then asked what error message am getting and while i was typing she ended it 🤷🏻♀️
23. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Mima,
Thank you for taking the time to leave us a review. We are so sorry to see that you are having issues with the live chat and that your chat was closed before being resolved. This is not our usual level of service and we can't apologise enough for how let down you have been. If this has not yet been resolved please contact our customer services team via live chat or the webform at the below link and we will be happy to help you out with this https://www.petsathome.com/support#chat-service
Best Wishes,
Emily@petsukofficial
Please stop using EVRI
The service from Pets at Home is good but I wish they would stop using EVRI, they just leave deliveries without even trying the door.
Yesterday they left a full order on our drive in full view of the busy road we live on, I was amazed it wasn't stolen!
22. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hey Rob!
We appreciate your feedback regarding our service and your delivery experience please be assured this has been logged. We are so sorry to hear about your recent delivery being left in such an exposed location! If you haven't already please do pop onto our live chat service and a member of our team will have a resolution put in place for you right away!
Best Wishes,
Mollie-Mai
Great Customer Service!
I have a repeat subscription of some Royal Canin dog food. I received my order on time, but the packaging had been pierced, so I didn't feel comfortable giving this to my dogs as I had no idea how long the food had been compromised.
I contacted customer services they quickly arranged a replacement, which arrived the very next day.
Unfortunately, on receipt I noticed that the packaging on the replacement was also pierced in two places, so again I contacted customer services and they have arranged for another replacement to be delivered on a next day service.
I cannot fault the customer service team, they went above and beyond on both occasions.
22. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hey Sarah!
We truly appreciate you taking the time to share your recent experience with us regarding your subscription. We are so sorry to hear about the recurring issue with the packaging being pierced on multiple deliveries. It is completely understandable that you would not feel comfortable feeding this food to your lovely dogs 🐾
We are, however, so very pleased to learn that our customer service team was able to assist you promptly and effectively on both occasions, arranging immediate replacements. We pride ourselves on providing excellent support, and it’s rewarding to know that their efforts went above and beyond your expectations!
Best Wishes,
Mollie- Mai
Useless lately
Used for many years with different pets BUT they have been letting us down lately !
1st they send split boxes of kitty litter and tell me to scoop it back up.
Then price of subscriptions go up so I decide to collect from store and got given someone else's rabbit food. Not even a free cat treat or anything for driving up and down 3 times.
Will try get our item elsewhere
22. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hey Millie!
Thank you for taking the time to leave a review. I'm truly sorry to hear about the series of frustrating experiences you've had recently, especially after being a loyal customer for so many years. It's completely understandable that receiving damaged goods, facing price increases, and then being given the wrong item at collection would be incredibly disappointing. We appreciate you bringing these issues to our attention.
Best Wishes,
Mollie-Mai
selling rabbit housing which is less than 1/2 minimum requirements
Went to buy supplies for my house rabbits. Horrified to see that they are selling rabbit cages which are less than half the SSPCA minimum size. ... and this from a company that claims to be responsible and ethical. Please do not use them.
22. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hey Rosalind,
Thank you for bringing your concerns about our rabbit cages to our attention. We understand your disappointment and appreciate you highlighting this issue! We are committed to responsible pet care and ensure our product range aligns with the best welfare standards,
Best Wishes,
Mollie-Mai
Took my cockapoo over
Took my cockapoo over, was concerned about Archie’s teeth , they stated they were fine
A few weeks later he’s got bleeding gums
Absolutely appalled with the service
Would never recommend them to anybody
31. juli 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hey Jacquie!
We are truly sorry to hear about Archie's recent dental issues and your disappointment with our service. We understand your concern and frustration regarding his bleeding gums, especially after his previous check-up. We are committed to providing thorough care and are taking your feedback seriously.
Best Wishes,
Mollie-Mai
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