Pets at Home Anmeldelser 

Next day delivery is a con. One out of the 3 items didn't arrive. I thought oh no problem I'll get the delivery charge refunded or if the 3rd item doesn't arrive I'll refund that.
Spoke to their chat and imagine my shock when among the standard "order number" "name" "address" etc thet asked for "pet name". I didn't provide one, I checked out as guest. I don't have a "pet profile" and would feel deeply uncomfortable providing that information to a souless giant corporation. I checked out as guest meaning they don't have that info on file.
Yet, for reasons that only make sense to some CEO whose never heard of "GDPR" and "data minimisation" they insisted on this information to "keep my account safe". I have no account. I didn't need this PRIVATE info to do a checkout, so I certainly don't need it for a refund. I've been told I'll get an email. If this daft lark isn't sorted then that's an ICO complaint.

Spend a fortune at this shop due to convenience more than price... generally most items are 50% cheaper on Amazon,,, however the final straw was ordered for collection today, and after I paid, the collection date changed from same day to end of the week... no way to cancel order or get immediate refund..... wasted half an hour with live chat bots, who said it cant be cancelled, which i pressed them on then they connected me to a human (possibly) who said it could be cancelled but i have to wait 5 days for a refund... In 2026 this is an absolute joke.

Update- they failed to cancel it, even after they confirmed they had cancelled it.

I bought bugalugs pre + probiotic chews they were a bit expensive about £27 for three months. My dog loved them and suddenly he pooped easier. Also they were soft and malleable so I could hide his tablets in. Fantastic.
Then after 3 months we ran out so went to get some more as they were worth the money. Sadly they put up the price but more importantly they seem to have changed the recipe. They aren’t as soft and now my dog who used to wolf them down now won’t eat them.

I use Paignton store and always have a great service efficient on time. Took my dog Roxy there Thursday wonderful groomer Roxy had lots of excess fur and she worked miracles well done to her sorry didn’t catch your her name. See in in 6 weeks.

Worst ai chat bot ive used
Couldnt find my order number or tracking info.
I paid next day delivery and the tracking says the delivery wont happen until the next day now so no longer next day.
So i started the chat asked for a refund on delivery.
I was informed your being transfered then it said the agent has left the chat.
So it wasnt even a chat bot it was an agent useless at there job.
Who then disconnected without actually transfering me.

Arbroath store, I was saved by Sean & Sean who kindly helped me find a protective shoe for my labrador Angus. I was really struggling and these two gentlemen went above and beyond to make sure both Angus and I were confident and happy. Thank you both very much.

Frustrating. Delivery to store should have been 20/9/26, did not arrive. Dan @ store very helpful, tracked the delivery and said wouldn't arrive that day. We were collecting a rescue dog that night so very frustrating. Then when we go to Collect from Meteor Centre store, all seemed well until we got home. There were 2 boxes but we were only given one. Just very frustrating

Really good service and prices with speedy delivery! Customer helpline were great when I had a slight problem with an order, super helpful and issue resolved promptly. Highly recommended.

Excellent customer care demonstrated by KirstyT on live chat today. This team member is a credit to your organisation and an example of what amazing customer service looks like

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 attention guinea pigs need and already have 5 myself I did but she checked everything through anyway. She was very happy and bubbly, and is an absolute asset to your store!

I have contacted you repeatedly about the fact you do not care about the customers or their animals. I think it would be more appropriate you call the business Pets at Hell.

You come back with some generic AI rubbish if keep engaging with our customer service team. However, not once have they ever got back to me otherwise I would have. My partner has had to chase them every time to get anywhere. Almost like you hope it will all be forgotten and could sweep it under the carpet.

Your stupid product nearly killed our rabbit and multiple other pet owners from the local rabbit rescue have experienced the same issue when I raised awareness to it. They have also complained yet you still have these products on your shelves.

Absolutely diabolical and I will certainly never be near any of your stores again. To be honest past experience of buying a rabbit from you and seeing them in your stores it is clear you are not pet specialists or have their welfare at heart.

My recommendation to anyone reading this is go to any independent online retailers who have lovely hay and healthy, appropriate treats for your animals.

Even when checking multiple boxes on the shelf, I often found a high number of dead insects. Which was not good because reptiles need to eat live bugs .I also feel the staff lacked knowledge about their products they sell and were unable to offer helpful advice when asked for recommendations.I found the selections of cat toys lacking in variety and durability especially for clever more active cats and I was disappointed to find my self looking in the dog section for a suitable treat toy. On a positive note I do like there sprinkle litter freshener for litter trays . Also while I buy there jr treats they could be more competitive in price.

I ordered an insulated hutch cover for my 5 foot two storey, hutch. The hutch is probably 2 year old.
I've put the cover on the hutch and there's a gap between the base of the hutch and the bottom of the cover. If it rains the bottom of the hutch will get wet
Seems like the measurements have changed and no warning to say this will not fit the older cages at all.

We had such a lovely experience with Ali today at Pets At Home Newhaven. She was so friendly and took the time to talk us through a few different options and give us loads of advice.

What I really liked was that she spoke to both of my children and made sure they understood what was involved, rather than just talking to us adults. She gave us all the information we needed but never once made us feel like she was trying to push a sale. It genuinely felt like she had the hamsters’ best interests at heart.

Absolutely lovely lady and a real credit to Pets at Home. Thank you so much, Ali! 🐹❤️

Many thanks to Jay at Newhaven branch for sorting a double payment accidentally made on my Easy Repeat order. I was very concerned but he handled the problem quickly and explained what had happened and why. I was refunded the full amount. thank you again Jay

The DPD delivery driver threw our parcel over the fence, obliterating the contents. I contacted Pets at home immediately and they arranged for replacement of all items immediately, with next day delivery. Fantastically quick and considerate service. Just brilliant and so quickly resolved!

Once again Nathan the fish expert gave awesome advice and helped me with fixing my pump that stopped drawing air managed to find the issue thanks to his advice thank you

Ordered a hutch for next day delivery to ensure I was home to receive it. Email from courier to confirm. Received another email this morning, day of due delivery confirming would be today. Hours later another email stating delay will be contacted in 48 hours. Second part of order delivered by DPD without issue on time. Contacted pets at home via chat to be told out for delivery.. advised them that’s not the case. Then offered a replacement to arrive in 5-7 days.. or refund in 3-5 days so I could simply go and buy elsewhere. Neither is correct as why is replacement needed if with courier ( who now state they are waiting for item) and why 5-7 days when I can again order online for delivery next day… or a refund but without the money immediately not able to simply go and by elsewhere and no where locally to collect. Pets at home can do click and collect for 2 days… still quicker than any option given. This is despite going to store and seeing item in stock! How many people end up being forced elsewhere or buying a hutch of unsuitable properties simply because what is the recognised sized homes not available when buying a small furry instore. Having adopted 2 hamsters in past 18 ‘months from them one of whom was 18 months old and staff stated they had “him” over 14 months he in fact is a she … in a small foot square glass box all that time? How has this not been investigated. She is now in the appropriate size enclosure endorsed by huge animal welfare groups globally. Customers are not educated properly by staff it’s immoral by pets at home profit over wellbeing. I’d hoped with the advancements in past 25 years since I worked for them they had better standards and education. Sadly not. Nor do they care in the slightest about animal welfare. Advice .. find hutches elsewhere do research on bare minimum enclosures don’t buy off shelf instore … two story hutches for rabbits.. .they need to be able to stand at full stretch on hind legs and to run so don’t do that to your rabbits. Find online groups read the pro and cons for all cages for all animas and buy the right items. Pets at home great for foods and litter and small items but for enclosures no. The hutch we needed was a large 6ft long, deep and tall hutch for an elderly ferret who has other access to enrichment. Assistants in chat seemingly nice unable to do anything however. Just lip service

I had an issue with a couple of items being damaged when they were delivered. Used the online chat to contact Pets at Home and the issue was dealt with really quickly, I even received the refund while I was still on the chat. Very happy with the customer service.

DO NOT TAKE YOUR PETS HERE!!

We took our 1½-year-old cat, Titus, to this vet after he stopped eating. I specifically told the vet I believed he had swallowed thread, but despite this, no tests were done. We were told it was likely a reaction to furballs and to return Monday if he wasn’t better.

By Monday, Titus was vomiting blood and required emergency surgery. They found thread attached to his tongue and tangled throughout his intestines—the exact thing we had warned them about. He needed a huge incision from his tongue to his groin.

Over the following days, we took him to the vets daily, seeing different vets each time. He deteriorated badly. We were repeatedly encouraged to proceed with further treatment, and when I asked about a second opinion, I was told it was essentially “now or never.” We were never properly spoken to about euthanasia or given a clear explanation of his chances, so we continued with another major surgery.

Only afterwards were we told that Titus had developed an infection, that he had actually been vomiting while in their care, and that the stitches from his first surgery had come apart because of the infection. We had previously been told not to force him to eat, yet were then told his lack of food had left him too weak to fight the infection.

That night, after being told that him using the litter tray would be a good sign, Titus suddenly collapsed in agony. We rushed him to an emergency vet to have him put to sleep, but he suffered for around 25 minutes—convulsing, gasping for air and crying in pain—before passing away at the door.

We spent around £4,500 and, more importantly, lost our beloved baby after what was an absolutely horrific experience. Had the thread been investigated when we first raised it, or had we been given honest information about his condition and chances earlier, we believe we could have made different decisions and potentially spared Titus days of suffering.

Titus was only 1½ years old, and we had him for less than a year. We will never forget what happened to him.