Pets at Home Reviews 

Almost impossible to get a receipt for our regular on line orders.
Keep being told to...
Dear Customer,
Thank you for contacting Pets At Home, in order for us to help you, please complete our contact us form PaH Contact Us allowing 24 hours [Monday-Friday, 9am-8pm and Saturday-Sunday 9am-6pm] for us to respond.
NO drop down box relevant.

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

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!

Great selection but, if I order on Thursday morning, there is no reason for not receiving food Friday or Saturday.

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.

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⭐⭐⭐⭐⭐

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.

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.

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.

Place an order on 31st August , still not received my order yet.

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!!

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

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

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!

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.

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

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.

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

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

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?