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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Selvom vi ikke verificerer specifikke påstande, fordi anmeldernes meninger er deres egne, kan vi godt betegne anmeldelser som "Verificerede", når vi kan bekræfte, at der har fundet en forretningsinteraktion sted. Læs mere
Af hensyn til platformsintegriteten scannes alle anmeldelser på vores platform – verificerede eller ej – af vores automatiserede software døgnet rundt. Denne teknologi er designet til at identificere og fjerne indhold, der overtræder vores retningslinjer, herunder anmeldelser, som ikke er baseret på en reel oplevelse. Vi er klar over, at vi måske ikke fanger alle problemer, og du er velkommen til at gøre os opmærksom på det, hvis vi har overset noget. Læs mere
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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Ordered a hutch for next day delivery…
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
19. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi Lindy, Thank you for sharing your experience.
I’m sorry to hear about the difficulties you experienced with the delivery of your hutch and the frustration caused by the conflicting information you received regarding its whereabouts and the options available to you. I appreciate that you had specifically arranged next-day delivery so you could be home to receive such a large item, making the subsequent delay particularly inconvenient.
We’re also sorry to hear about your wider concerns regarding the advice and housing available for small animals, as well as your previous experience when adopting your hamster. We understand that appropriate housing and informed advice are incredibly important when it comes to an animal’s welfare, and we take the concerns you have raised seriously.
Your feedback regarding the delivery experience, the support provided through Customer Care, and your concerns around small animal housing and welfare will be logged and shared with the relevant teams for review.
Best wishes, Frankie@PAH
Damaged items
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.
19. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Sarah, Thank you for sharing your experience.
It’s great to hear that our online chat team were able to get everything sorted so quickly after a couple of your items arrived damaged. Having the refund processed while you were still speaking with us sounds like a nice, straightforward resolution.
We really appreciate the positive feedback and will be sure to share this with the team. Best wishes, Frankie@PAH
DO NOT TAKE YOUR PETS HERE!!
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.
13. juni 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello, thank you for sharing your review.
We are deeply sorry to hear about the loss of Titus and the distressing circumstances surrounding this. We appreciate how incredibly difficult it must have been after seeking veterinary care and raising your concerns about what he may have swallowed.
The concerns you have described regarding Titus's initial assessment, the treatment and advice provided, the communication surrounding his condition and prognosis, and his subsequent deterioration are extremely serious. We would want these concerns to be reviewed fully by the veterinary practice involved, as they are best placed to investigate Titus's clinical care and the decisions made throughout his treatment.
If you have not already raised a formal complaint directly with the practice, we would encourage you to contact the Practice Manager so that the circumstances surrounding Titus's care can be properly investigated and responded to.
We are very sorry for your loss and for the experience you and Titus went through. Kind regards, Frankie@PAH
Been buying my pet food online from…
Been buying my pet food online from pets at home and it usually came quickly via dpd, this time they have sent via evri and I wish I had just driven in and got it, too slow, its cheap for a reason, letting yourselves down.
Update: just received half of my order, brilliant!
Further update still no delivery, tracking says returned to warehouse, pets at home are unreachable so how do I get my order or a refund WTF is going on.
18. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi Tony, Thank you for leaving a review.
I’m sorry to hear that your recent delivery hasn’t lived up to the reliable service you’ve experienced with previous orders, particularly after choosing to order online for the convenience of having your pet food delivered.
I can appreciate your frustration at the delay, and even more so now that only part of your order has arrived. We’ll make sure your feedback regarding both the delivery timescale and your experience with the courier is logged and shared with the relevant teams.
We hope the remainder of your order reaches you soon. Kind regards, Frankie@PAH
I am very disappointed with Pets at…
I am very disappointed with Pets at Home's customer service and lack of response to a potentially serious product concern.
I purchased a box of Wainwright's Grain Free wet dog food and noticed that one of the trays had swollen and expanded. When I went to open it, there was a strong unpleasant smell coming from the tray. At first, I thought my dog had had an accident in the house, but I soon realised the odour was actually coming from the food itself.
Concerned about the condition of the product, I emailed Pets at Home customer services using the email address provided on their website. I explained the issue and asked if it could be investigated. I was not seeking compensation or a refund. My only concern was that the product might be faulty and that the issue should be looked into to ensure the safety of other pets.
I was informed that I would receive a response within 72 hours. It has now been over three weeks, and I have received no response, update, or acknowledgement.
For a company that promotes its commitment to pets and animal welfare, I find this extremely disappointing. Concerns regarding potentially spoiled pet food should be taken seriously, and customers should not be left waiting weeks without any communication.
Based on this experience, I cannot recommend Pets at Home's customer service. A simple response and investigation would have been the least I expected.
28. august 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Annmarie, Thank you for leaving a review.
I’m sorry for the frustration caused, particularly as you were trying to raise a genuine concern about the condition and safety of the product rather than simply requesting a refund.
Unfortunately, our email address does not operate as a standalone contact channel, so emails sent directly to this address will not create a case for our Customer Care team to respond to. To make sure your concern reaches us and can be properly logged and investigated, you would need to contact us through our Live Chat service or submit a query using the contact form on our website.
We appreciate why the lack of response would have been disappointing when you believed your concern had been successfully submitted, and we would certainly like the opportunity to have the product issue recorded and looked into.
Best wishes, Frankie@PAH
Try to make a complaint via their live…
Try to make a complaint via their live chat and they just ended the live chat, so they don't care about customer concerns
17. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Jason, Thank you for sharing your experience.
I’m sorry to hear that your live chat was ended while you were trying to raise a complaint. I can appreciate how frustrating this would have been, particularly when you were reaching out specifically to have your concerns heard.
This certainly isn’t the experience we want customers to have when contacting us for support, and we’ll make sure your feedback regarding your experience with our live chat service is logged and shared with the relevant team. Kind regards, Frankie@PAH
Very good outstanding service
The staff are extremely helpful and obvious animal lovers ,the Blackpool store I go to pick my online dog biscuits up is a very large heavy bag and the assistants are so so helpful and friendly absolutely no trouble to them to bring it to the car for me . I very much appreciate this kind of service as I am in my late 70s also I had exceptional help with a problem online from Aaisha and Alexandra the young lady who brought my purchase to my car today was lovely I didn’t get her name but she mentioned she has a Husky dog, and also the lady at the till today was extremely helpful and pleasant
18. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi Jean, thank you for your 5* review!
It’s lovely to hear how consistently helpful and friendly the team at our Blackpool store have been, particularly when assisting you with carrying your heavier Click & Collect purchases to your car. It’s great to know that colleagues are always happy to lend a hand and make your visits that little bit easier.
We’re also delighted that Aaisha and Alexandra provided such exceptional support with your online query, and that the colleagues who helped you in store today were equally welcoming and attentive.
We’ll make sure your lovely comments are shared with the teams involved so they receive the recognition they deserve. Best wishes, Frankie@PAH 💚
Great customer service
Great customer service, Rebecca especially has kept me as a customer! Fantastic.
18. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Libby, Thank you for such a fantastic review!
It’s great to hear that Rebecca provided such brilliant customer service and made such a positive difference to your experience with us. We’ll be sure to share your lovely comments with her so she knows just how much her help was appreciated.
We look forward to welcoming you back again! Best wishes, Frankie@PAH
Cristina was extremely helpful
Cristina was extremely helpful, patient and kind. She understood the issue quickly, explained everything clearly, and resolved the problem for me. I really appreciate her excellent customer service. Thank you, Cristina!
18. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi there, Thank you for sharing your lovely feedback.
It’s fantastic to hear that Cristina was so helpful and patient, and that she was able to quickly understand the issue, explain everything clearly and get things resolved for you.
We’ll be very happy to pass your kind words on so Cristina receives the recognition for the excellent service she provided.
Kind regards, Frankie@PAH
Budgies at home
Both branches of pets at home in Edinburgh
Corstorphie and craigleith have moved their display for birds to a tiny space and have done away with some of their products for budgies. When I asked if they still stocked
Vitakraft fruit cocktail seed they told me they didn't and to go to stration !
Budgies and birds need to be catered for
As well as dogs and cats. Not good pets at home. I have budgies at home.
18. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi Julie, Thank you for leaving a review.
I’m sorry to hear about your disappointment with the changes to the bird sections at our Corstorphine and Craigleith stores, particularly as you’ve found that some of the products you previously purchased for your budgies are no longer available.
We understand how important it is that customers with birds have access to a good choice of suitable products. While the range available can vary between individual stores, we do also have a wider selection of bird products available through our website which may offer additional options.
We’ll make sure your feedback regarding the reduced bird sections and product availability in these stores is logged and shared with the relevant teams.
Thank you again for taking the time to share your concerns with us.
Best wishes, Frankie@PAH
Dreadful Customer service
Dreadful Customer service.
Order was duplicated three time and we were charged three times. Order then dumped on a neighbour's drive With ruptured dog food tins leaking over all the packaging.
Tried to complain only to find no telephone help line but only a useless chat line. Wrote to the CEO to complain and received an underwhelming response from someone in the office offering to refund one tray of dog food. At noe point would they acknowledge the lack of a fit for purpose customer service line.
Will never order from them again.
12. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Adrian, Thank you for leaving a review.
I’m sorry to hear about the issues you experienced with your order, from being charged for duplicated orders to the condition in which the delivery was left. I also appreciate how frustrating it must have been when you then struggled to get the support you expected when raising your concerns with us.
We’re particularly sorry that your experience with our customer service options left you feeling that your concerns were not properly acknowledged. Your comments regarding the support available, as well as the response you received to your complaint, will be logged as feedback for the relevant teams to review.
We appreciate you taking the time to share your experience, despite your decision not to order with us again. Best wishes, Frankie@PAH
Very friendly and helpful staff
Very friendly and helpful staff. We shopped for our new puppy in pets at home Penzance. We were served by a lovely friendly young lady called Mary. She really helped us set up an account, advised us on pet products and food for our new puppy. Really great customer service, so thank you very much Mary and Pets at home.
17. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello, Thank you for sharing such a lovely review.
It’s wonderful to hear that Mary at our Penzance store made shopping for your new puppy such a positive experience. From helping you set up your account to offering advice on food and products, it sounds like she made sure you had everything you needed to get started.
We’ll be delighted to pass your kind comments on to Mary and the store team so she receives the recognition she deserves.
We hope you and your new puppy have lots of happy adventures together! Kind regards, Frankie@PAH 🐾
AVOID
Failure to handle a data misuse report or meet legal response obligations
On 7 January 2026, I reported a misuse of my customer data to Pets at Home after a person claiming to be an ex-staff member contacted me on my mobile offering similar services.
This caused us a lot of stress and worry, while Pets at Home acknowledged my report and stated they would investigate.
After that, nothing - no update, no outcome, and no statutory response within the one‑month period required under UK GDPR. Nothing.
I escalated the matter to the ICO who simply logged the breach, meaning Pets at Home were never required to provide a response.
As of today, I have still not received any explanation, outcome, personal apology or confirmation that the misuse of my personal data had been addressed.
Still awaiting a proper response for 250 days! Customers should be aware that from my experience, Pets at Home can't be trusted with their personal data.
16. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello, Thank you for leaving a review.
I’m sorry to hear that you’re still awaiting an outcome following the concerns you raised regarding the use of your personal data. We understand why the lack of an update or clear conclusion after raising a matter of this nature has left you frustrated and concerned.
As some time has passed since your original contact, I'd kindly encourage you to contact us so we can establish any available updates. Please reach out to our Customer Care team again via Live Chat or the contact form on our website, providing the details of your original complaint where possible, so we can locate the previous correspondence and investigate this further.
We appreciate you bringing this back to our attention and are sorry that you have been left without the clarity you were expecting.
Kind regards, Frankie@PAH
Delivery Issue Rectified
Been using the subscription service for a while for dog food. Recently had a delivery that contained broken cans, upon speaking to customer service they rectified the problem swiftly and easily. Fantastic customer service team.
16. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Madison, Thank you for sharing your review.
It’s great to hear that when some of the cans in your recent subscription delivery arrived damaged, our Customer Care team were able to get the issue sorted quickly and without any hassle.
We really appreciate your kind comments about the service you received and will be happy to share your feedback with the team.
Best wishes, Frankie@PAH
Don't buy Frontline "Plus" spot on flea treatment
Don't buy Frontline "Plus" spot on flea treatment for cats! It doesn't work! I tried to get a refund today with no luck.
I have flushed £16.40 down the loo along with several live fleas per day after treating my cat a week ago.
Worst of all, I am unable to treat her with an alternative product for another 3 weeks, meaning a constant round of de-fleaing, hoovering everywhere, and constantly washing bedding and all soft furnishings.
If that's not bad enough, I will be unable to book her with a sitter or into a cattery for our holiday in October. Absolute nightmare!!!
9. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Patricia, Thank you for sharing your review.
I’m sorry to hear about the problems you’ve experienced after using Frontline Plus, particularly when you’re still finding live fleas on your cat and have been left concerned about what to do next.
As this relates to the effectiveness of a veterinary medicine, we’d recommend speaking with your vet for advice on the most appropriate next steps for your cat. Frontline advises that the treatment should be applied every four weeks, so we would not recommend applying another flea treatment sooner without professional advice.
We appreciate how frustrating this situation has been, particularly with the additional cleaning involved and your concerns ahead of your holiday. Kind regards, Frankie@PAH
Service
I went online to cancel an order but the webchat was playing up. I kept either losing connection or could not type. After my fourth attempt to log on and almost two hours of waiting in total, I suddenly received an email from staff to help cancel my order, who acknowledged the issues occurring. I then also got through to someone on web chat just as I was writing back, who then dealt with my issue promptly.
I know it's easy to get very annoyed for the time lost, but as it's not totally clear on who or what was at fault, I'm just thankful it was dealt with, and that staff also persevered on the other end for me also.
16. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi there, Thank you for sharing your experience.
We’re sorry that you had such a difficult time getting through to our webchat and that you spent so long trying to cancel your order.
It’s great to hear that, despite the technical difficulties, our colleagues continued trying to help from their side and ultimately got everything sorted for you promptly once contact was made.
We really appreciate your patience and understanding, and we’ll be sure to share your kind comments with the team. Kind regards, Frankie@PAH
Club price con
I tried to buy some Epiotic dog ear cleaner. Click and collect price £15 and available in local store. Club price £12.75 delivery only total cost £16.70. Claim of club discount is false.
16. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi Robert, Thank you for leaving a review.
I’m sorry for the frustration caused by the pricing you encountered when trying to purchase the Epiotic dog ear cleaner. I appreciate how disappointing it must have been to see a Club price available, only to find that the delivery cost meant you would ultimately pay more than purchasing the product through Click & Collect.
We understand why this has left you questioning the value of the advertised Club saving. We’ll make sure your feedback around the Club pricing and the purchasing options available for this product is logged and shared with the relevant team.
Kind regards, Frankie@PAH
Went to pets at home today buy fish…
Went to pets at home today buy fish from them due to the good price. Saw some checkered barbs. Ask how much. Was told 6 for £15 then the girl said could I come back in a few hours as they have alot on at the moment. Now I am a fish keeper of many years 40 years plus. First time I have been asked to come back later. Lol so they lost a sale.
15. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi Ollie, Thank you for taking the time to leave a review.
I'm sorry to hear that your recent visit did not meet your expectations. We appreciate how disappointing it must have been to visit the store ready to make a purchase and then be asked to return later.
While there are occasions when our aquatics colleagues may need to delay livestock sales to ensure they can safely care for the animals already in store or assist customers appropriately, I understand this was frustrating and resulted in a missed sale on this occasion.
Your feedback has been logged and shared with the relevant team for review, as we recognise the importance of providing a helpful and convenient experience for our customers.
Thank you again for bringing this to our attention. Best wishes, Frankie@PAH
Carrie K provided incredible customer…
Carrie K provided incredible customer service after my order arrived damaged with missing items due to the delivery service provider. The issue was resolved within 5 minutes with no pushback and no unnecessary waits for investigation or processing which has happened to me with other vendors.
15. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi Ollie, Thank you for taking the time to leave a review.
I'm delighted to hear that Carrie K provided such excellent customer service when your order arrived damaged and with items missing. We understand how frustrating it can be when a delivery doesn't arrive as expected, so it's great to know Carrie was able to resolve everything quickly and efficiently for you.
I've made sure your kind comments are shared with Carrie and the relevant team, as recognition for great service is always appreciated.
Thank you again for your feedback and for choosing Pets at Home. Kind regards, Frankie@PAH
Rebecca was extremely helpful and…
Rebecca was extremely helpful and resolved my issue straight away. Excellent customer service
15. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Tamzin, Thank you for for your lovely feedback.
I'm delighted to hear that Rebecca was able to resolve your issue straight away and provide such excellent customer service. It's always great to know when a colleague has made a positive difference to a customer's experience.
I'll be sure to share your kind feedback with Rebecca and the relevant team, as recognition like this is always appreciated.
Kind regards, Frankie@PAH
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Verificering kan være med til at sikre, at det er rigtige mennesker, der skriver de anmeldelser, du læser på Trustpilot.
Det kan påvirke TrustScoren, når man tilbyder incitamenter i bytte for anmeldelser, eller når man kun spørger bestemte kunder, og det er imod vores retningslinjer.