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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Awful company
Awful company! Dont care about their staff at all! Making staff drive 30+ miles to and from work
Making them work 7am to 8.30pm
And then driving home!
So meaning staff are leaving home at 6am and won’t be home till 9.30pm
Disgusting company.
4. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello,
Thank you for taking the time to share your feedback. We're sorry to hear you have concerns regarding the working arrangements of our colleagues.
We take colleague wellbeing seriously and have processes in place to support our teams across the business. Your comments have been noted and shared internally. Best wishes, Frankie@PAH
Zero packaging, always damaged products
No issues with the products and always good offers however I won’t be ordering again, this was the last time.
Every delivery is loosely packed with no packing material, most tins are dented, anything cardboard is absolutely destroyed. When I pay what I pay for dog food, at least show some care in how you get it to me.
Plenty of other pet food stores so, take the feedback onboard, don’t. I’m not fussed but you’ve lost a customer
28. august 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Thank you for taking the time to leave this feedback, Luke. I'm really sorry to hear about your experience with our deliveries and that we've let you down to the point where you're considering shopping elsewhere.
We understand how frustrating it must be to regularly receive orders with dented tins and damaged packaging. This is not the standard we aim to provide, and I sincerely apologise that this has been your experience.
Please be assured that we are continually reviewing and improving our packaging processes to help prevent issues like this from happening. While that's no excuse for the condition your orders have arrived in, we do appreciate you bringing it to our attention.
If you haven't already spoken with our customer care team about your most recent order, please get in touch with us so we can look into this further and see how we can help.
We'd genuinely hate to lose a loyal customer like yourself, and we hope you'll allow us the opportunity to put things right. kira@petsukofficial
What an absolute shambles (330504312)
What an absolute shambles!!! Placed an order which was due to be delivered on the 1st September and delivery date changed to 3rd September. Spoke to someone online who confirmed I would receive my parcel on the 3rd September. Now the delivery date has changed to the 6th September. Fuming isn’t the word cancelled my last order due to same issue and thinking about cancelling this order.
3. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
We're very sorry to hear about the repeated delays with your order and completely understand how frustrating this must be, especially as you've experienced similar issues before.
This isn't the experience we want for our customers, and we'd like the opportunity to look into this for you. Please get in touch with us via our Support Page, quoting your order details, and we'll be more than happy to help in any way we can.
kira@petsukofficial
Zero stars let down for the 2nd time
Zero stars let down for the 2nd time, I paid for next day delivery as my pug has a special diet not delivered, given refund for delivery in 4 days, excuse DPD didn’t pick up rest of order Donna asked for good review but as the chat was shut down mid typing I think not, in future I will be using a reliable company to order food for my pugs
3. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Thank you for taking the time to leave your review, Margaret. We're very sorry to hear that your order wasn't delivered as expected, especially when your pug relies on a special diet. We completely understand how frustrating this must have been, particularly after paying for next day delivery.
We're also sorry for the experience you had with our live chat service. We are currently experiencing some technical issues which can unfortunately result in chats disconnecting, and we appreciate how frustrating that would have been while you were trying to respond.
Your feedback has been shared with the relevant teams, and we're sorry that we've let you down. Thank you for bringing this to our attention, and we sincerely apologise again for the inconvenience caused. kira@petsukofficial
I had a delivery today of damaged box…
I had a delivery today of damaged box of cat meat rotten smelt putrid and flies all round me as I was trying to sort them out, damaged bags of cat litter that I’ve had to sweep off pavement as dpd getting the boxes off the van it went everywhere, and there’s no phone number to be able to ring all done by live chat, it’s ridiculous I’m so stressed
3. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
I'm very sorry to hear about the condition your order arrived in Stefanina. This is certainly not the experience we want for our customers, and it's disappointing to hear that we've let you down.
I can see that you currently have an open case with our Customer Care team, and they will be in touch with you shortly to help resolve this issue as quickly as possible.
Please accept my sincere apologies again for the distress and inconvenience caused. We appreciate your patience while we work to put things right. kira@petsukofficial
Damaged parcel replaced quickly with no quibbles.
A parcel I collected had dented cans inside . When I raised this issue, via a live chat, i was emailed by Sabrina M, who arranged a replacement pack to be sent within a few days. Excellent service. Interestingly the new pack also had a couple of slightly dented cans as well. Maybe the packaging methods / handling procedures need some attention?
1. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Thank you for taking the time to leave us a review Jan. We're delighted to hear that Sabrina was able to help and arrange a replacement for you so quickly.
We're sorry to hear that the replacement pack also contained a couple of dented cans. While we're pleased we could resolve the original issue, this isn't the experience we want for our customers. We're continually looking at ways to improve our packaging and handling processes, and feedback like yours is invaluable in helping us identify where improvements can be made.
If you haven't already, please visit our support page and our team will be happy to help with the damaged tins from your replacement order as well. kira@petsukofficial
Thanks again for your feedback and for bringing this to our attention.
Good Customer Support and Stores
Visited Watford store - staff were very friendly and proactive, and walked me through the offers as a new puppy owner. Had an issue with an item and was exchanged no questions asked.
Separately had a query that I contacted online about. Chat with Sabrina M disconnected, but she still checked and later emailed me back the findings.
3. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Thank you for taking the time to share your experiences Horace. We're so pleased to hear that our Watford store colleagues were friendly, proactive and able to guide you through the offers available as a new puppy owner. It's also great to know that the exchange process was handled smoothly for you.
We're equally delighted to hear that Sabrina was able to follow up on your online query and make sure you received the information you needed, even after the chat was disconnected.
Thank you again for your kind feedback. We'll be sure to pass your comments on to the Watford team and Sabrina. We really appreciate your support and wish you and your new puppy all the best! kira@petsukofficial
I had a problem with a purchase and…
I had a problem with a purchase and pets at home were quick to respond to my emails. They were constantly in touch with me and i felt they really cared. They went over and beyond what i expected of them.
25. august 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Thank you so much for taking the time to leave such a kind review.
We're delighted to hear that our Customer Care team were able to assist you quickly and keep you updated throughout the process. Providing helpful, supportive service is always our aim, so it's wonderful to know that you felt genuinely cared for and that we exceeded your expectations.
Thank you again for your lovely feedback. We really appreciate your support. kira@petsukofficial
Ordered Forthglade wet food for my…
Ordered Forthglade wet food for my puppy it unfortunately arrived damaged through delivery but was quickly sorted through the amazing customer service team Donna and Lindsey. Would recommend if you have any issues just contact the team and they are happy to help thank you both again!
3. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Thank you for taking the time to leave us a review Megan.
We're sorry that your Forthglade puppy food arrived damaged, but we're delighted to hear that Donna and Lindsey were able to resolve the issue quickly and to your satisfaction.
Thank you again for your kind words and your support. We really appreciate it and hope to see you shopping with us again soon. kira@petsukofficial
Terrible company to deal with
Terrible company to deal with. I asked to cancel an order straight after it was submitted and they denied saying they can't. They aksed me to return the product to one of their stores. It was a 45 min trip to get there and when I arrived they told me they need the physical card to issue a refund which noone mentioned to me. Honestly you better order from amazon. Far less hassle
2. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Thank you for taking the time to share your feedback. We're very sorry to hear about your experience. While our system can limit cancellation requests so soon after processing, we apologise for the additional inconvenience you encountered when trying to return your order. We've fed your feedback back to the relevant teams to review, and we're sorry again for the disappointment and frustration caused. kira@petsukofficial
Sabrina M from customer services was…
Sabrina M from customer services was very quick and efficient in getting me a refund. I received items I didn't order and she arranged collection for me. Very polite and extremely helpful. From Croydon branch
2. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Thank you for taking the time to leave this lovely review Julie.
We're delighted to hear that Sabrina was able to assist you in a prompt, friendly, and efficient manner, and that she helped resolve the issue with the incorrect items and arrange their collection for you. Thank you again for your review and for your support. kira@petsukofficial
Animal welfare is not your priority
Animal welfare is not your priority, no matter how hard you try to make it out. Your staff do not even know how to read stress signals.
Today when I walk in, I see stressed hamsters. They are pacing and frustrated. The temporary enclosures are just appalling, to say the least. One measly hide and an undersized wheel, whilst also advertising that dwarf hamsters should be housed together (completely irresponsible and false). Hamsters are burrowing animals, yet you give them about a centimetre of bedding and blinding lights. You allow people to tap on the glass and push their faces up against it. Why do you as a business think that it’s OK to keep animals in such neglectful conditions?
I bought a hamster here earlier this year before I knew where you sourced your hamsters (rodent mills) and the staff didn’t even question my enclosure size, enrichment, etc.. how do you know these hamsters are going to ethical places?
Rats are also kept in disgustingly small horizontal enclosures, when they need vertical barred cages.
Anyway, on to the things you sell! You advertise a hamster enclosure at the size of H37.5 x W56 x D47cm. That is ABSURD. The minimum is 100x50, why in any world would you sell that??? You also sell extremely unhealthy food for hamsters which is LOADED with sugars.
I could go on for ages, but I won’t. Stop saying you care about animals when you literally receive your animals from rodent mills. So ethical isn’t it
2. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Thank you for taking the time to share your feedback Alice. We're sorry to hear about the concerns you've raised and appreciate you bringing them to our attention.
I'd like to assure you that animal welfare is our highest priority. All pets in our care receive regular health and welfare checks while in store, and we would never knowingly sell an unwell pet. We're concerned to hear that your experience has left you with a different impression.
We take all feedback regarding animal welfare seriously, and we're sorry to hear your concerns around our small animal housing, care practices, and product ranges. If you haven't already done so, please contact our Customer Care team directly so we can fully investigate the points you've raised.
Thank you again for your review and for taking the time to share your concerns with us. kira@petsukofficial
Recipe change, without warning.
Im quite disappointed, my dogs have thrived for a few years on the wainwrights beef superfoods -dry. But now they have changed the recipe. I only knew about it because one of my girls, started scratching, moulting more and had a few hives. Which has been going on for a few months. So I double checked the ingredients, and it proved my suspicions. iv stopped that food, its stopped. It took me years to find the perfect suitable food for one of my girls due to colitis and allergies and now I have to start the search again.
1. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Thank you for taking the time to share your feedback Lesley.
We are truly sorry to hear about the distress and inconvenience caused by the change in the recipe of the Wainwright's beef superfoods. It's disheartening to learn that this change led to your dog experiencing discomfort and that you were unaware of the alteration until symptoms appeared.
Your experience highlights the importance of consistency for pets with sensitivities, and we are sorry that we fell short of your expectations.
Your comments regarding the recipe change and the impact it had on your dog's health have been noted and shared with the relevant teams for review. If you haven't spoke with our customer service team about this yet, please get in touch via the support page on our website/app. kira@petsukofficial
Poor customer service …
Pets at home seem to be incapable of accepting that the customer is always right and how would one of their colleagues like it if they received goods with damaged packaging im pretty sure they wouldn't tolerate it but they expect their customers to and only give a 10% refund which was only £4 in my case and I had spent over £40 so in my opinion not good enough and very poor customer service
2. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Thank you for your feedback. We're truly sorry to hear about your disappointment with the damaged packaging and the resolution offered. We understand how frustrating it is to receive goods in anything less than perfect condition. I've passed on your feedback to make sure this is reviewed to see how we can improve the resolutions we offer in these instances. Again, I'm truly sorry for this frustrating matter and thank you for taking the time to make us aware. kira@petsukofficial
Absolutely awful customer service
Absolutely awful customer service. Trying to resolve an issue with a repeat order and they absolutely refuse to allow you to call them and insist on using the useless chat bot and live chat. Whenever you get through to an actual person, it just cuts you off. They continue to refuse to give a phone number to use and insist on them calling you. I had free time when I was trying to contact them about the issue but not for the rest of the day. Why can’t you be like any other company and just allow people to call at their convenience. Have cancelled all repeat orders and will not be using you again. Absolutely horrendous experience and complete lack of care from customer service
2. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Stuart, we're truly sorry to hear about your extremely frustrating experience with our customer service. We understand how important it is to be able to contact us at your convenience, and we sincerely apologise that our current contact methods have caused such significant inconvenience and led to you cancelling your repeat orders. Your feedback regarding the chatbot, live chat, and our call-back system is incredibly valuable, and we are very concerned to learn about the issues you faced, including being cut off. We regret that this experience has left you feeling a complete lack of care. Please be assured that your comments will be shared with the relevant teams as we continuously strive to improve our customer support. kira@petsukofficial
Went to Petsathome and asked for dog…
Went to Petsathome and asked for dog food, they have so many choices its confusing, but the agent knew his stuff and walked with me explaining the different quality and levels of food options available, 5 stars for knowledge and help.
20. august 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Thank you for your wonderful feedback Nick! We're so glad to hear that our team member was able to provide such helpful and knowledgeable assistance, especially as the variety of foods available can be quite overwhelming sometimes!
Thank you again. kira@petsukofficial
Very poor customer service head office
Very poor customer service from head office I have tried numerous times to live chat and they just keep cutting it after barely answering.
I placed an order in store as for some reason click and collect was unavailable online but store could do this. I have received no confirmation email about my purchase and no confirmation this is ready to collect. I have contacted the store who were extremely helpful. It is not their fault. It is head office who cannot seem to reply and say they do not know my order number one time and then another time they say it’s ready to collect very disappointed.
2. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Jules,
We're sorry to hear about your experience. We appreciate how frustrating this must have been, particularly after placing your order in store and then receiving conflicting information when trying to get an update.
It's good to hear that the store team were able to assist where possible, but we're sorry that your attempts to contact Customer Care through live chat left you feeling unsupported and without clear answers about your order.
Your feedback regarding the lack of order confirmation and the difficulties you've experienced obtaining accurate information has been noted and will be shared with the relevant teams for review.
Thank you for taking the time to leave your review. Kind regards, Frankie@PAH
Besvarelse fra Pets at Home
Hi Robert, Thank you for your 5* review.
We're pleased to hear you received good service and had a positive experience with us.
We appreciate your feedback and look forward to seeing you again soon. Thank you again, Frankie@PAH
Customer service treats you horribly…
Customer service treats you horribly when they deliver the order to the incorrect address. Worst service ive experienced and will not be shopping from them again.
1. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hello Faith, thank you for sharing your experience.
We're sorry to hear about your experience. We understand how frustrating it must have been to discover your order had been delivered to the wrong address and then feel unsupported when trying to get help.
This isn't the level of service we aim to provide, and we're disappointed to hear that your interaction with Customer Care left you feeling this way. Your feedback has been noted and will be shared with the relevant teams for review.
Thank you for taking the time to leave your review. Best wishes, Frankie@PAH
Absolutely terrible service from Evri…
Absolutely terrible service from Evri was supposed to deliver my dog’s food today, but the delivery was missed without any explanation or reason. No useful communication, no proper notification and no clear information about when the delivery will actually arrive.
I find it completely unacceptable to be left waiting without knowing what has happened, especially when the delivery contains essential food for my dog. Now I have to rush to a shop to buy food for my dog because Evri failed to deliver as promised.
This has been a very disappointing experience, and the customer service leaves a lot to be desired. I will never order from Pets at Home again if they continue using Evri for deliveries. I definitely cannot recommend either the delivery service or the way this situation has been handled.
1. september 2026
Uopfordret anmeldelse
Besvarelse fra Pets at Home
Hi there, thank you for taking the time to share your review.
We're sorry to hear about your experience. We understand how frustrating it must have been to be left waiting for a delivery containing your dog's food, only for it not to arrive as expected and without a clear explanation or update.
We appreciate the impact this has had, particularly as it meant you had to make alternative arrangements to ensure your dog had food. That's not the experience we want for our customers.
Your feedback regarding both the missed delivery and the communication surrounding it has been noted and will be shared with the relevant teams. We're sorry this situation has left you feeling let down.
Thank you for taking the time to share your experience. Kind regards, Frankie@PAH
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