Ordered 4 items but only 3 have been delivered which is frustrating however, Jane S was very quick to resolve the issue and has ordered a the 4th item for delivery this week. Excellent customer servi... See more
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Reviews shaping this summary
I couldn't sign onto the app to claim my pets birthday treat voucher and the helpful lady at Huddersfield branch with many piercings and brown eyes (sorry didnt get your name) took the whole issue onb... See more
Company replied
Pets at home Colchester, Tom and the staff in there are Amazing, with out people like these in your stores, you would not last 5 mins ! You peopel who sit in your ivory towers (Directors & investors)... See more
Company replied
We adopted a beautiful dwarf hamster for our daughter today and couldn't be more excited! The whole experience was made even more brilliant by the wonderful member of staff, Chuck. He was friendly, k... See more
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Company details
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From food and toys to expert advice & In-Store services. Find what you need at Pets At Home. The ultimate pet shop experience.
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4.2
Great
50K reviews
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After shopping here for several years I…
After shopping here for several years I can no longer hide my frustration at the manager of this store he is a power freak. My French bulldog used to go into the shop for a ball several times a week while passing one day I was told by a member of staff he the manager to them to tell my if my dog touched another thing in the shop I would not be welcome back. All the toys balls are on the lower shelf on the floor for dogs to choose from all in touching distance like they have been put there on purpose for the dogs. Today I answered a call whil waiting at the checkout my phone rang and my dog lead fell out my hand dog ran outside the shop door so I went to get him and 5 second s later staff member abruptly insisted I give her the bone I was carrying thinking I was going to steal it im in the shop all the time i have a busses over the road from them. How about some respect to your customers.
July 18, 2026
Unprompted review
Reply from Pets at Home
Hi Simon, Thank you for taking the time to share your feedback.
We're sorry to hear that your recent experiences in store have left you feeling frustrated. We appreciate how disappointing it can be when interactions don't meet the standard of service you expect, particularly as a long-standing customer.
We have shared your comments with the store management team so they are aware of the concerns you've raised. Feedback such as yours is important and helps us review the experience we're providing to our customers.
Thank you again for bringing this to our attention. Kind regards Frankie@PAH
The dog food arrived damaged
The dog food arrived damaged and after a few communications with Pets at Home I was issued a refund. Pets at Home do have “ live” customer assistance but they make it hard to get to them. First it’s AI and you have to work out how to then get to a live assistant. However, I did get my money back in the end. I buy from them as prices competitive, but don’t order trays of dog food as the couriers throw them about and they inevitably arrive open and damaged. Tins probably ok and I’ll do that in future or just go to the shop.
July 18, 2026
Unprompted review
Reply from Pets at Home
Hello Tracey, Thank you for taking the time to leave a review.
We're sorry to hear that your order arrived damaged, although we're pleased our Customer Care team was able to arrange a refund for you.
We also appreciate your feedback regarding our support channels and understand the frustration when you're trying to reach an advisor for assistance. We're always looking at ways to improve the experience we provide.
Thank you again for sharing your comments and for continuing to shop with us. Best wishes, Frankie@PAH
Everyone has been so helpful. 5 stars 🌟
Alice was helpful this morning, Kris also emailed me to explain the tracking process.
Aaishahas also just emailed me saying I need to wait 24/48 hrs before I get tracking details which I now understand, as soon as I get them I will reply to Aaisha and hopefully my order will be stopped and cancelled.
The help I have received from you has been outstanding and nothing has been too much trouble to help me.
I appreciate all that you’ve done for me.
Kind Regards
Kathleen 🐕 🐾 🐕🐾
July 16, 2026
Unprompted review
Reply from Pets at Home
Good afternoon,
Thank you for your wonderful feedback! We're so pleased to hear that our team was able to assist you so effectively and that you found their support outstanding. We're so lucky to have them working with us. We take a great deal of pride in our exceptional colleagues so it's always so fantastic to hear when customers have been so impressed with their high levels of customer care.
Best Wishes,
Kacey@PAH
Quick to resolve problem
Problem with damaged delivery quickly resolved by Rebecca G and Sabrina M. Thank you.
July 16, 2026
Unprompted review
Reply from Pets at Home
Good afternoon,
Thank you for your review. I'm sorry to hear that your order arrived in such an unacceptable condition. We are so glad our team could quickly resolve the issue with your damaged delivery. Thank you for sharing your positive experience with us.
Best Wishes,
Kacey@PAH
Total disaster this company as for…
Total disaster this company as for customer service non existent you can’t even speak to someone
Sent wrong order after having to get an emergency supply of food food my dog with allergies and illness
Say they are replacing the bag free of charge!!which ah no I have already paid for it! Then after over 10 emails also asking me to return the wrong bag to store the offer a £10 refund for something that’s 3x that cost, total disgrace
July 16, 2026
Unprompted review
Reply from Pets at Home
Hi Nicola, thank you for your feedback. We're sorry to hear about your experience and appreciate how frustrating this must have been, particularly given your dog's dietary needs and the urgency of requiring the correct food. We understand how disappointing it can be when an order issue isn't resolved as expected. We appreciate how frustrating the situation has been and are sorry that the service you received did not meet your expectations. Thank you for taking the time to share your experience with us. We have shared your feedback with the relevant team for review.
Best wishes, Nicola.
Spoke on Live Chat with Carrie
Spoke on Live Chat with Carrie K who solved my query in a very helpful and friendly way. Excellent website, very easey to use and Live Chat was extremely speedy. Definitely a 5 star website.
July 16, 2026
Unprompted review
Reply from Pets at Home
Good afternoon,
Thank you for your wonderful feedback! We are so pleased to hear that our colleague Carrie provided such helpful and friendly assistance through Live Chat. It's fantastic to know that you found our website easy to use and the chat service speedy. We appreciate you sharing your 5-star experience!
Best Wishes,
Kacey@PAH
Groom Room are appalling NOW RESOLVED
THIS HAS NOW BEEN RESOLVED IN A FAST RESPONSE, VERY FAIR OFFER TO RE GROOM MY DOG TODAY. I AM GRATEFUL FOR THIS VERY GOOD RESPONSE AND ACCEPTABLE OFFER. THANKYOU
July 15, 2026
Unprompted review
Reply from Pets at Home
Hi Lorraine, thank you for your feedback. We're very sorry to hear about your experience, especially while you are recovering from surgery. We appreciate that you trusted us with your dog's groom and can understand how disappointing it must have been to feel that there was little visible difference after the appointment, particularly given the cost involved.
We're also sorry to hear that you were left feeling dismissed when you contacted the salon afterwards. This is not the level of service we aim to provide, and we understand why this would have added to your frustration.
To help resolve further, please feel free to reach out to our customer service at your own convenience. We are keen to ensure this is resolved for you.
We appreciate you taking the time to share your experience. We wish you a smooth recovery and thank you again for bringing this to our attention.
Best Wishes, Nicola.
Reply from Pets at Home
Good afternoon,
Thank you so much for taking the time to leave a review for us. We are glad to hear we were able to assist so efficiently.
Best Wishes,
Kacey@PAH
Rebecca was quick to reply
Rebecca was quick to reply. Sorted out my problem efficiently and professionally. Thank you
July 16, 2026
Unprompted review
Reply from Pets at Home
Good afternoon Penny,
We're so glad to hear that Rebecca could assist you efficiently and professionally. Thank you for sharing your positive experience with us!
Best Wishes,
Kacey@PAH
catherine H was extremely helpful in…
catherine H was extremely helpful in helping resolve my issue to do with a broken item. fast replying and very polite
July 15, 2026
Unprompted review
Reply from Pets at Home
Hello Niamh, Thank you for taking the time to leave this review.
We're delighted to hear that Catherine H was able to help resolve the issue with your broken item.
It's great to know that you found her polite, responsive, and helpful throughout the process. We'll be sure to pass your kind comments on to Catherine and her manager.
Thank you for your support, and we hope to assist you again in the future. Best wishes, Frankie@PAH
I have just been to 3 different pets at…
I have just been to 3 different pets at home in Southampton area and none of them have any qualified people in today to sell me dog flea treatment which I think is out of order. Not very happy as been driving in this hot weather. Lost my custom today and probably many others.
Lorna
July 15, 2026
Unprompted review
Reply from Pets at Home
Hi Lorna,
Thank you for taking the time to leave a review. We're sorry to hear about your experience and appreciate how frustrating it must have been to visit multiple stores, especially in the hot weather, only to be unable to purchase the flea treatment you needed.
Certain flea and tick treatments can only be supplied when a suitably qualified colleague is available in store, and we're sorry for the inconvenience caused on this occasion. We understand the time and effort involved in travelling between stores and can appreciate your disappointment.
Your feedback is important and will be shared with the relevant teams for review. We hope we'll have the opportunity to provide you with a better experience in the future.
Best wishes, Frankie@PAH.
Excellent customer service
I recently visited the Pets at Home store in Bletchley, Milton Keynes 0770. Lily, one of the staff members was very knowledgeable, helpful and friendly. She went above and beyond to help me decide which food was best suited for my cat. I have always had a great experience in this store. Thank you.
July 14, 2026
Unprompted review
Reply from Pets at Home
Hi Gina, Thank you for taking the time to leave such a lovely review.
We're delighted to hear that Lily at our Bletchley store provided such knowledgeable, friendly, and helpful service during your visit.
It's wonderful to know she was able to help you choose the right food for your cat and that she went above and beyond to support you. We'll be sure to share your kind comments with Lily and the store team.
Thank you for your continued support, and we look forward to welcoming you back again soon. Kind regards Frankie@PAH.
FAULTY APP- WEB CHAT COMPLETELY USELESS !!!!
We have the Pets at Home app, and I have vouchers sent to it. Having cats and dogs we like to purchase lots of related products.
Just tried to add a couple of the vouchers , so shopping can be done online.
The dog food voucher went on straight away and is sitting in my basket waiting to be used.
The cat litter voucher keeps saying , 'voucher has technical issues please try again'.
Attempted a webchart with a very thick girl who does not accept the fact that A) , one of the vouchers for dog food went on fine, B), The terms and conditions are irrelevant to the cat litter voucher, as I can't add it ,so can't choose any.
The terms of conditions do not apply to personal choice. I've read the terms and conditions but I want to add the voucher to the online shop.
Pets at Home need to update and the app. It constantly has problems with it . When I asked her why did the dog food voucher go on perfectly alright with no issues, and I haven't chosen any yet, when I tried to repeat this with the cat litter voucher it refuses to load onto the basket. One doesn't choose items until both vouchers are in place. I'm perfectly aware of the terms of conditions and I haven't breached them.
The vouchers need to be added at the BEGINNING of the shop online, not at any point after shopping is chosen. This is what dumb MR does not understand.
I actually think it was a robot I was talking to !
July 15, 2026
Unprompted review
Reply from Pets at Home
Hello Darcey, Thank you for taking the time to share your feedback.
We're sorry to hear about the difficulties you've experienced with the app and that your contact with our web chat team left you feeling frustrated.
We appreciate how confusing it must have been when one voucher applied successfully while another repeatedly displayed a technical error message. We understand why this led you to believe there may have been an issue with the voucher or the app itself, particularly when you were trying to complete your shop online.
We're also sorry that you felt your concerns weren't fully understood during your web chat interaction. We always want our colleagues to listen carefully and provide clear, relevant support, so we're disappointed to hear this wasn't your experience.
Your comments regarding the app's performance and the support you received have been noted and will be shared with the appropriate teams for review. Frankie@PAH
Hopeless
Changed email so apparently all orders disappear. Still charged and refuse to refund as I have no account
July 8, 2026
Unprompted review
Reply from Pets at Home
Hello Stewart,
Thank you for taking the time to share your feedback. We're sorry to hear about the difficulties you've experienced following the change to your email address.
We understand how frustrating it must be to have been charged for an order and then feel unable to access your account information. Changes to account details can sometimes affect how orders are displayed, but this would not prevent us from investigating an order or reviewing any refund due.
So we can look into this further, please reach out to our Customer Care team with your order details and we'll be happy to review the situation. We appreciate your feedback and apologise for the frustration caused.
Frankie@PAH
Rebecca on chat was very helpful and…
Rebecca on chat was very helpful and professional. Dealt with my problem regarding damaged product straight away. Thank you
July 15, 2026
Unprompted review
Reply from Pets at Home
Hello Deborah, Thank you for taking the time to leave a review.
We're sorry to hear that your product arrived damaged. However, we're delighted to hear that Rebecca was able to assist you quickly and resolve the issue for you.
We'll be sure to pass your kind comments on to Rebecca and thank you for recognising the helpful and professional service she provided.
Kind regards, Frankie@PAH.
Disappointing visit and product…
Disappointing visit and product purchase. We have bought Purina pro biotic for cats before from our local store. Unfortunately they didn't have any on my recent visit and they recommended Protexin pro kolin paste.
My cats won't go near the stuff, doesn't smell appetising or matter how much we try to disguise it in food or treats. Will not be buying this product again from pets at home.
July 13, 2026
Unprompted review
Reply from Pets at Home
Hi there Chris, Thank you for sharing your experience.
We're sorry to hear that you were disappointed with your recent visit and with the Protexin Pro-Kolin Paste recommended as an alternative when your usual product was unavailable.
We appreciate that every pet is different, and it can be frustrating when a product that works well for one cat isn't accepted by another, particularly when you're trying different ways to encourage them to take it.
Thank you for sharing your feedback regarding both the product and your experience in store. Best wishes, Frankie@PAH.
Couldn't get voucher online
I couldn't sign onto the app to claim my pets birthday treat voucher and the helpful lady at Huddersfield branch with many piercings and brown eyes (sorry didnt get your name) took the whole issue onboard and came up with a satisfactory solution. She then contacted the company to help me get my access back, which I now have. Great customer service, whatever your name was, sorry !!
July 14, 2026
Unprompted review
Reply from Pets at Home
Hi there Jon, Thank you for taking the time to leave a review.
We're delighted to hear that the team member at our Huddersfield store was able to help resolve the issue with your Birthday Treat voucher and assist you in regaining access to your account. It sounds like she went above and beyond to get everything sorted for you.
Although you didn't catch her name, we'll be sure to share your kind feedback with the store team. Thank you for recognising the excellent service you received. Kind regards Frankie@PAH💚
I put in
I put in an order with pets at home on 8th July, l kept getting told it will be with you the 12th July, then 13th july but no parcel. I contacted live chat on 14th, today and was finally told that if not there by 5pm to contact them again. Finally Sophie M looked into it and said they would send me a new order for next day. Watch this space but sounded promising, meanwhile l had to go out especially to buy cat food, first time ever lve ran out because of length of time from order to hopefully receiving
M.Hart
July 14, 2026
Unprompted review
Reply from Pets at Home
Hello Marie, Thank you for taking the time to leave a review.
We're sorry to hear about the delays you experienced with your order and appreciate how frustrating it must have been to run low on your cat's food while waiting for delivery updates.
We're pleased to hear that Sophie was able to investigate the issue for you and arrange a replacement order. We'll be sure to pass on your kind comments to her.
We hope your replacement arrives as expected and thank you for sharing your experience with us.
Best wishes, Frankie@PAH.
False representation and misleading prices
⭐ 1/5 Stars – Misleading pricing: “4 for 3” offer hidden as “Members Only” with zero warning
I visited your store recently and saw aquarium plants clearly labelled “4 for 3” along the entire shelf edge – there was absolutely no mention, sign, or disclaimer anywhere that this offer was only for members or required a loyalty card.
When I got to the till, staff told me the deal was “Members Only” – and when I asked where that was stated, they admitted it isn’t written anywhere at all on the shelf or labels.
This is completely against UK consumer law and pricing rules: any restriction on an offer must be clearly shown before you choose to buy, not only mentioned when you try to pay. It’s misleading, frustrating, and feels like a deliberate trick to get customers to pick up items thinking they’re on offer, only to change the terms at the checkout.
I asked to speak to the manager, but they simply repeated “that’s just how our pricing works” and refused to honour the deal as advertised.
If offers are only for members, you have a legal duty to tell people up front – don’t put the work on customers to guess what you haven’t bothered to label properly. I’ve reported this to Trading Standards as a clear breach of the Price Marking Order and Consumer Protection Regulations.
At the York branch who was very rude and who actively invited us to challenge this with trading standards so we have Jason.
July 13, 2026
Unprompted review
Reply from Pets at Home
Hello Ben, Thank you for taking the time to share your feedback.
We're sorry to hear that you were disappointed with your recent visit to our York store.
We understand your frustration and appreciate your concerns regarding the promotional pricing displayed on the aquarium plants. We would never intentionally mislead our customers, and we're sorry to hear that you felt the offer was not communicated clearly during your visit.
We're also disappointed to learn that you were unhappy with the service you received when raising your concerns in store. We always expect our colleagues to remain professional and helpful when discussing any query with a customer.
Your comments regarding both the promotional signage and your interaction with the store team have been noted and will be shared with the appropriate teams for review.
Thank you again for taking the time to bring this to our attention.
Best wishes, Frankie@PAH.
Ordered and paid for two boxes of dog…
Ordered and paid for two boxes of dog food. Money was taken from my card but only one box was actually ordered. Rang the shop, I was told to ring customer services, but there's no such service, you are told to do the live chat online, they do not take your call, then you are cut off. Live chat, got told I only ordered one. Made me feel like a liar. I asked where's the evidence I only ordered one box? No answer came the reply.
A mess up at the shop ordering in person, but Pets at Home find it difficult to admit that or apologise.
Three emails off to PAH customer services all dismissing it is their problem. What a useless customer services you have Pets at Home.
July 14, 2026
Unprompted review
Reply from Pets at Home
Hello Maggie, Thank you for taking the time to share your experience.
We're sorry to hear about the difficulties you encountered with your order and the support you received afterwards. We appreciate how frustrating it must have been to be charged for what you believed were two boxes of dog food, only to receive one and then feel that your concerns were not being fully addressed.
We're also sorry to hear that you experienced difficulties trying to contact us and that your interactions left you feeling dismissed rather than supported.
Your feedback regarding both the ordering process and the service you received has been noted and will be shared with the relevant teams for review.
Thank you for bringing this to our attention. Kind regards Frankie@PAH.
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