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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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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I have used PAH for a long time.
I have used PAH for a long time.I find them genuinely kind and careing and have always tried thier best to sort things out.
Recently I've gone online because I struggle to get about and rely on lifts,
I've always been a bit reluctant to use it, But it's been great so far. on my last order an item was missing it was returned to thier warehouse by the courier l had a refund right away.
I'm now on thier easy repeat and unless I need to change my order don't even have to worry about forgetting something.I am happy with them they are a good company
One of my cats will be 24yrs old soon and they've sent him a birthday gift.
8. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi Jacqueline, Thank you for taking the time to leave such a lovely review.
We're delighted to hear that you've had such positive experiences with us over the years and that you've found both our stores and online services helpful and reliable.
It's great to know that your recent online orders have gone smoothly and that the missing item was resolved quickly with a refund. We're also pleased to hear that Easy Repeat has made things a little easier for you.
Most of all, we're thrilled to hear about your cat's upcoming 24th birthday. What an incredible milestone! We hope he enjoys his birthday gift and has a wonderful celebration.
Thank you again for your continued loyalty and support.💚😺
You cannot trust that they will deliver - Petsathome really need to sort themselves out.
For the second time a delivery hasn't turned up as expected.
The delivery was expected on 7th September (Order number 347538849) but it's the 8th and Evri are giving no idea when it will be delivered by them.
Last time Evri just didn't deliver at all and I had to make a complaint and in the end a new order was sent as next day delivery (Order 347079856 replaced order 340687257 which was "returned to warehouse" with zero action by Petsathome to correct this situation until I complained).
I've got two meals left for my dog and, if this latest delivery doesn't turn up in time, then I'll have to buy pet food from the nearest supermarket.
Trust is important and I cannot trust that I will get what I order from Petsathome.
Petsathome really need to sort themselves out. If they don't then I will finally take my custom elsewhere.
8. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi Stephen,
We're sorry to hear that you've experienced further delivery issues.
We appreciate how frustrating this must be, particularly as you've described experiencing a similar problem with a previous order. When you're relying on a delivery arriving as expected, especially for an essential item such as pet food, we understand the inconvenience and concern this can cause.
We're disappointed to hear that you have been left without a clear delivery timeframe and can understand why this has affected your confidence in ordering from us. This is not the experience we want our customers to have.
Thank you for taking the time to share your feedback. Your comments regarding both the delivery delays and your previous experience have been noted.
Missed items
Missed items , sent wrong items then expect me to send them back .Damaged box , not enough packaging inside , everything rolling about .
Cancelled my account had numerous issues .
Will be sticking with my main Pet company Zooplus .
2. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Jimmy, We're sorry to hear about your experience with your recent order.
We appreciate how frustrating it must have been to receive missing and incorrect items, particularly when the parcel also arrived damaged and inadequately packaged. We can understand your disappointment at then being advised to return the items to resolve the issue.
This is clearly not the standard of service we aim to provide, and we're sorry that repeated issues have led you to cancel your account and lose confidence in shopping with us.
Thank you for taking the time to share your feedback. Kind regards, Frankie@PAH
Great home brand products
I visited the Crown Point branch in Leeds on two occasions, the first to get something to help my poorly fish, from a photo the staff member knew what the problem was and gave me a medicine which had my fish back to normal within 3 days, second time went for something to freshen my dogs breath, I bought shops own brands of a dental
Plaque remover & dental water additive, the staff member had also offered more expensive alternative brands, again worked with 3 days.
30. august 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello, Thank you for taking the time to leave your review.
We're delighted to hear about your experiences at our Crown Point store. It's great to know that our colleagues were able to offer helpful advice for both your fish and your dog, and that the products recommended helped resolve the issues so quickly.
We're also pleased to hear that you found our own-brand products effective and that the team took the time to discuss the available options with you.
Thank you again for your kind feedback. We'll be sure to share your comments with the Crown Point team. Best wishes, Frankie@PAH
Had a small issue that needed resolving
Had a small issue that needed fixing,Lindsey from customer service was amazing and fix it right away for me!
7. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi Katherine, Thank you for taking the time to leave your review.
We're delighted to hear that Lindsey was able to resolve the issue quickly for you and provide such great service. It's always lovely to hear when our colleagues make a positive difference, and we'll be sure to pass your kind comments on to her.
Thank you again for your feedback. Best wishes, Frankie@PAH
The shop and store perfectly good and…
The shop and store perfectly good and staff very helpful, however their delivery service is a joke. Have had a courier dump my box of items for my cats with a burst bag of litter. They have trailed this all outside the building and up the stairs how they have not noticed a massive pile of litter pouring out the box amazes me. Clearly hiring folk that need to go to specsavers
7. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi there, Thank you for taking the time to leave your feedback.
We're pleased to hear that you've found our store team helpful and that you've had a positive experience in store. However, we're sorry to hear about the condition in which your order was delivered.
We can appreciate how frustrating it must have been to receive a parcel with a damaged bag of litter, particularly when the contents had spilled during transit and caused a mess outside your building and on the stairs.
This is not the standard we expect from our delivery partners, and we're sorry that your order arrived in this condition. Best wishes, Frankie@PAH
Friendly and efficient service.
The delivery company (Evri) were unable to deliver my order in time but the wonderful staff at Pets At Home went out of their way to have the package delivered in less than a day by DPD. I am very pleased with their friendly, efficient attention and their respectful attitude to their customers. Thank you.
7. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Allan, Thank you for taking the time to leave your review.
We're sorry to hear that your original delivery was delayed, however we're delighted that our team was able to step in and help get your order to you as quickly as possible.
It's wonderful to hear that you found our colleagues friendly, efficient and respectful throughout the process. We'll be sure to share your kind comments with the team, who will be pleased to know their efforts made a positive difference.
Thank you again for your feedback and for choosing Pets at Home. Kind regards, Frankie@PAH💚
Sorry to be a jobsworth but am I the…
Sorry to be a jobsworth but am I the only person that thinks it’s extremely cruel to keep the rodents in bright lights with no cover for them to go to dark when they are nocturnal? Saw this today in the Eastbourne store? Poor little hamsters trying to sleep with bright lights blaring at them prisoners get treated better
6. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Katie, Thank you for taking the time to share your feedback.
We're sorry to hear about your concerns regarding the welfare of the animals in our Eastbourne store. The health and wellbeing of all pets in our care is extremely important to us, and we appreciate why this situation may have caused concern.
Our pet care standards are designed to ensure animals receive appropriate housing and environmental conditions, including suitable areas within their enclosures where they can rest and retreat. However, we're sorry to hear that what you observed gave you cause for concern.
We appreciate you bringing this to our attention, and your comments will be shared with the relevant team for review. Best wishes, Frankie@PAH
Great customer service
Phoebe Taylor-Hulston was very kind and helpful. Our parcel went missing so we used the live chat to ask for help and phoebe was able to make sure our parcel arrived the next day. Thank you!
5. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi there, Thank you for taking the time to leave your review.
We're delighted to hear that Phoebe was able to help when your parcel went missing and ensure this was resolved quickly for you. It's great to know that the support you received through Live Chat made a positive difference and that your order arrived the following day.
We'll be sure to pass your kind comments on to Phoebe, who will be pleased to hear how much her assistance was appreciated. Best wishes, Frankie@PAH
Great selection but
Great selection but, if I order on Thursday morning, there is no reason for not receiving food Friday or Saturday.
6. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi Sophia, Thank you for your feedback.
We're pleased to hear that you've found our selection of products to be good. However, we're sorry to hear that your order did not arrive within the timeframe you were expecting.
We appreciate how important it is to receive pet food promptly, and we understand your disappointment when a Thursday morning order was not delivered by Friday or Saturday as anticipated.
Thank you for taking the time to share your experience. Your comments have been noted. Best wishes, Frankie@PAH
i went to pets at home in tourqay 2…
i went to pets at home in tourqay 2 days ago to get a tank for my fish i got told i needed to buy a 60 litre tank for 2 black more goldfish which was the more expensive one. I then came in the next day to buy both of them and got served by the rudest blunt lady who told me she would not give me two black more gold fish when her store made me buy a bigger tank for them she was extremely rude to me and my boyfriend and to sum it up basically told us my fish will grow out of its insides and explode and die painfully infront of a toddler who just also bought a fish, the only reason i’m giving this place 2 stars was for the help of the previous man the day before. i’m absolutely disgusted at the service i was given.
5. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Scarlett, We're sorry to hear about your recent experience in store.
We appreciate how frustrating this must have been, particularly after being advised on a previous visit that a larger tank would be required before purchasing additional fish. It's disappointing to hear that, having returned to make the purchase, you felt the interaction with our colleague was rude and lacking in the level of customer service you expected.
While our colleagues have a responsibility to provide guidance on the care and welfare requirements of pets, we're sorry to hear that the information was delivered in a way that you found upsetting. We also appreciate your concerns regarding how the conversation took place in front of other customers and children in store.
Thank you for taking the time to share your feedback. We're pleased to hear that you received helpful service during your initial visit, but we're sorry that your subsequent experience left you feeling disappointed. Your comments have been shared with the store management team for their awareness and review.
Kind regards, Frankie@PAH
Popped into PETS AT HOME TRENT VALE…
Popped into PETS AT HOME TRENT VALE TODAY. Very lovely staff. Popped to the groom room to see you did nails. Both my westie mix dogs were overdue and required nails be done. Both Mia and Jay were busy finishing drying two cockapoos. However they popped the other dogs bk into crates and did my dogs nails for me. Ready for their holiday tomorrow. I'm.so chuffed and was shocked at their professionalism and how calmly they acted,cut dogs nails and explained ones were a little long and needed walking on concrete. Lovely staff. Lovely store. Will Definitely be back. Hope I got your names right. Thank you. A credit to retail ✅✅✅✅✅ 5⭐⭐⭐⭐⭐
5. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi Jo, Thank you for taking the time to leave such a lovely review.
We're delighted to hear that you had a great experience at our Trent Vale store and Groom Room. It's wonderful to know that Mia and Jay were able to help with your dogs' nail trim, especially ahead of their holiday, and that their professionalism and calm approach made such a positive impression.
We'll be sure to share your kind comments with the team. I'm sure they'll be thrilled to hear how much their help was appreciated.
We hope your dogs have a fantastic holiday, and we look forward to welcoming you back again soon. Best wishes, Frankie@PAH💚
Cat food problem
Used pets at home retail for years. No problem with the store. Had two related problems with unsatisfactory food products. No e-mail available so tried using the robot. I knew it would be any use as they would need copies of receipts and carton identifiers. I asked for an e-mail to send these to. Robot: would you like an e-mail. Me; starting to type then robot cut me off as it was 60 secs from its response. They need to redesign the AI system. I gave up. I have e-mailed the manufacturer of one product and written to the other with the enclosures. I don't know if the problem emanated from the manufactures or Pets at Home but at least they both have contact points and will probably know how to get an intelligent response from Pets At Home.
2. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello, We're sorry to hear about your experience when trying to contact us.
We appreciate your loyalty as a long-standing customer and are disappointed to learn that the products you purchased did not meet your expectations. We can also understand your frustration with the difficulties you encountered when trying to raise your concerns through our chat service.
Your comments regarding the chatbot experience, particularly the lack of a suitable option for sharing supporting information and the session ending while you were responding, are appreciated. We understand how frustrating this would have been when you were simply trying to provide further details about the issues you had experienced.
Thank you for taking the time to share your feedback. We value all comments regarding our products and services, and we're sorry that your experience left you feeling let down.
Best wishes, Frankie@PAH
Pizzle stick for dogs, not the size advertised
I buy online regularly from Pets at Home. Recently purchased one of the Pizzle Sticks for my dog. They are quite expensive, £3.69, and the description says approx. 15cm in length. When it arrived it seemed very small and when measured it was less then 12cm. Not good, apart from the price for a much smaller item, it could be a choke hazard because its so small a dog could try to swallow it whole.
5. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello, Thank you for bringing this to our attention.
We're sorry to hear that the pizzle stick you received was noticeably shorter than the approximate length advertised online. We appreciate your concerns, particularly given the price of the product and the potential implications for suitability and safety.
The measurements provided on our website are intended as a guide, however we understand your disappointment if the item received was significantly smaller than expected. We also appreciate your comments regarding the potential choking risk presented by a smaller chew.
Thank you for taking the time to share your feedback. Your comments have been noted and will be shared with the relevant team for review. Kind regards, Frankie@PAH
Chloe and the team at the Chilwell…
Chloe and the team at the Chilwell branch were ever so helpful, we managed to find and purchase everything we needed for our cat at very competitive prices.
4. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Stuart, Thank you for your review.
We're delighted to hear that Chloe and the team at our Chilwell store were so helpful during your visit. It's great to know you were able to find everything you needed for your cat and that you were pleased with both the range available and the value offered.
We'll be sure to pass your kind comments on to the team, who will be thrilled to hear about your experience. Kind regards, Frankie@PAH
Place an order on 31st August
Place an order on 31st August , still not received my order yet.
5. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello, thank you for sharing your review.
We're sorry to hear that you have not yet received your order.
We appreciate how frustrating this must be, particularly as your order was placed on 31st August and has still not arrived. When an order does not arrive within the expected timeframe, we understand the inconvenience this can cause.
This is not the level of service we aim to provide, and we're sorry that your experience has left you feeling disappointed. Best wishes, Frankie@PAH
Ordered pet food (dog & cat)
Ordered pet food (dog & cat). I pay for next day delivery as the last 3 deliveries via EVRI!!!! never arrived. Absolutely abismal service from EVRI who PAH use. However DOD are their next day delivery service. They are generally excellent. However this order, after tracking delivery, has been returned to PAH due to damage. I contacted PAH on chat and Keyleigh investigated and has sent me another delivery which should arrive tomorrow. No fuss just professional service and excellent customer service. Thank you PAH. By the way please do not use EVRI for delivery service you literally get what you pay for - cheap non service!!
4. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Thank you for taking the time to leave your review.
We're sorry to hear you've experienced issues with previous deliveries and appreciate how frustrating this must have been. That said, we're pleased to hear that Keyleigh was able to investigate the matter promptly and arrange a replacement order for you.
It's great to know that you found the service professional and that the issue was resolved without any fuss. We'll be sure to pass your kind comments on to Keyleigh and the wider team.
Thank you again for your feedback, and we hope your replacement order arrives safely. Kind regards, Frankie@PAH
Absolutely disgusting customer service
Absolutely disgusting customer service! Paid next day delivery for a reason. Delivery never turned up had to contact them to chase my order to be told it’s delayed again this was the 3rd time of buying something from them this has happened. I will never order from them again! Lady on the chat was so rude and then had the cheek to ask me to leave a review
4. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi Nicola, thank you for sharing your review.
We're sorry to hear about your experience.
We can appreciate how frustrating it must have been to pay for next day delivery and then experience further delays, particularly if this is not the first time you've encountered this issue. We're also disappointed to hear of your comments regarding the service you received when contacting us for assistance.
This is clearly not the experience we want for our customers, and we're sorry that we've left you feeling let down on this occasion.
Best wishes, Frankie@PAH
Dear Customer Services,
Dear Customer Services,
I am writing to make a formal complaint about the serious service failures and the way my grooming appointment was handled today.
My original grooming appointment was cancelled several weeks in advance. I subsequently arranged a replacement appointment for today, but I was not contacted to inform me that this appointment had also been cancelled. As a result, I travelled to your facility with my dog, only to discover upon arrival that the appointment could not go ahead.
The situation at the facility was extremely unprofessional. Staff were arguing as I was told and one member of staff walked out , so she couldn’t do my dog . Why am I being told this really unprofessional, Another member of staff offered to groom my dog, but this was then prevented because they were required to take their break. I fully support employees taking their legally entitled breaks; however, this should have been managed appropriately by the company. Customers should not be left without a service because of inadequate staffing or poor appointment management.
The incident also created a serious safety risk. My dog is still a puppy and had never been groomed before, so she was already nervous and distressed. During the confusion, her collar came off and she ran around the car park. This was extremely frightening and could have resulted in her being seriously injured or worse. I am very concerned that appropriate care and control were not maintained during the appointment.
My mother had taken the day off work to assist with the appointment and was also visibly distressed by what happened. The situation caused significant inconvenience, anxiety and emotional upset for both of us, as well as considerable distress to my dog.
I found the manager’s response unhelpful, and I do not believe the staff handled the situation appropriately. There was no effective communication, reassurance or meaningful attempt to resolve the problem. I was left feeling dismissed and unsupported.
I have also not yet received a refund of the deposit paid for the appointment. I require this deposit to be refunded immediately, and I ask that written confirmation of the refund be provided without further delay.
I am extremely disappointed and upset by this experience. I made the appointment in good faith and expected a basic, professionally managed grooming service. Instead, I experienced repeated cancellations without notice, poor communication, inadequate management, a serious safety incident and unacceptable customer service.
I no longer have confidence in your grooming service and will not be using it again. I request that this complaint be formally investigated and that I receive a written response addressing:
• Why I was not informed that the appointment had been cancelled;
• Why the staffing and appointment arrangements were not managed appropriately
• What action will be taken to prevent similar incidents in future; and
• When my deposit will be refunded.
Please confirm receipt of this complaint and provide confirmation of my refund as soon as possible. I look forward to receiving your full written response.
Kind regards,
Pets at home grooming in rom valley Romford
4. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi Sarah,
We're sorry to read about your experience with the Groom Room.
We appreciate how disappointing it must have been to attend your appointment only to find it could not go ahead, particularly after a previous cancellation. It's also concerning to hear of the wider issues you have raised regarding the communication and handling of the situation on the day.
As Trustpilot is not a dedicated complaints channel, we would encourage you to contact our Customer Care team directly if you have not already done so, so that your concerns can be reviewed and investigated further.
Best wishes Fankie@PAH
Utterly rubbish customer service - yet again!
A follow up to my one star review regarding the Bracknell store a few days ago, to which Pets At Home replied on this site trying to look like they cared. I contacted Customer Services, yet again as advised, about the faulty cat scratching which I had tried to return well within it's guarantee period. All I want is a straight swap or a refund so I can by another for my cat and the Escalation Team have the gall to offer me a voucher which doesn't even cover the cost of a replacement!
Well done Pets At Home!
4. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Lesley, we're sorry to hear that you're still dissatisfied following your contact with our Customer Care team.
We appreciate how frustrating this situation has been for you, particularly as you were seeking a replacement or refund for the scratching post within the guarantee period. I understand this is not the outcome you were hoping for.
Your feedback regarding both the handling of your original return request and the resolution offered by our Escalations Team has been noted. While we appreciate the offer made has not met your expectations, we're sorry to hear that this has left you feeling let down by the service you've received.
Kind regards, Frankie@PAH
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