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
Written by the company
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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Awful customer service
I’ve had an issue applying vouchers to my basket and have been trying to speak to customer service all week. I keep getting cut off, at which point the advisor emails me, I respond immediately and then don’t hear back. The advisors are not understanding the issue and I’m becoming extremely frustrated. I can’t find an email address to send a complaint to, which is even more frustrating. I regularly place orders via the app and use these vouchers and have never had an issue. Please let me know how I can email customer service and actually receive a reply.
July 23, 2026
Unprompted review
Sabrina sorted it out
Sabrina sorted my problem out in few minutes over a chat, and that’s a five star experience.
However, all my previous contact with you regarding orders that never arrived involved Evri as the courier. Surely this must cost you money, so why not learn from your mistakes? How come DPD orders always arrive on time, while half of the Evri ones never do?
Thank you, Sabrina for sorting out the inconvenience caused by Evri.
July 23, 2026
Unprompted review
May use AI-assist with repliesRead more
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Paid for next day delivery which never…
Paid for next day delivery which never happened
July 22, 2026
Unprompted review
Reply from Pets at Home
Hi Lee,
Thank you for taking the time to leave a review.
I'm very sorry to hear that your next day delivery did not arrive as promised. When customers choose and pay for a premium delivery service, it's because they need their items quickly, so I completely understand how disappointing and frustrating this must have been.
At Pets at Home, we're committed to providing a reliable and convenient service, and it's clear that we fell short of those expectations on this occasion. We appreciate that when a delivery doesn't arrive as expected, it can cause unnecessary inconvenience and undermine the trust our customers place in us.
Your feedback is important to us, and we're sorry that your experience did not reflect the high standards we aim to deliver. Comments like yours help us identify where improvements are needed and ensure we continue to enhance our service.
Thank you again for bringing this to our attention.
Best wishes,
Kathryn@PAH
Disjointed experience with Laura
Disjointed experience with Laura. Cut off the first time. Second time was offered a refund by returning product to store - it's a 15kg bag of dog food! Three buses to get there, so I don't think so. Was eventually offered a collection but told it was my error - it isnt because I've never ordered puppy food for my senior dogs. Pets At Home customer service is usually excellent so was surprised at this.
July 22, 2026
Unprompted review
Reply from Pets at Home
Hi Sally,
Thank you for taking the time to share your experience.
I'm sorry to hear that your recent interaction left you feeling frustrated, particularly as you've come to expect excellent service from us in the past. We understand how disappointing it must have been to experience difficulties getting your issue resolved, especially when it involved a large 15kg bag of dog food that was not practical for you to return to store.
It's also concerning to hear that you felt your concerns were not fully understood and that responsibility for the error was attributed to you when you believe this was not the case. At Pets at Home, we aim to be caring, knowledgeable and trustworthy in every interaction, and it's clear that we fell short of these expectations on this occasion.
While I'm pleased that a collection was eventually arranged, I appreciate that the process to reach that resolution was not as straightforward as it should have been. We never want our customers to feel inconvenienced or unsupported, particularly when they're simply trying to ensure their pets receive the right products.
Thank you for bringing this to our attention. Your feedback has been shared with the relevant teams so we can review what happened and continue improving the service and support we provide.
Best wishes,
Kathryn@PAH
Sharon from the Aylesbury branch is…
Sharon from the Aylesbury branch is absolutely wonderful. She is so good with us as customers. Always able to help and advise us but more importantly, for the last 5+ years she has gone out of her way to welcome our dog Elgar in to the store with open arms. He even recognises her car parked outside and drags us in! She always asks and offers him a biscuit. She always checks if we have any relevant offers before taking payment. We love popping in there and have found the click and collect service to run so smoothly. Thank you for all your kindness towards Elgar and us over the years Sharon! That’s why we chose Pets at Home!
July 22, 2026
Unprompted review
Reply from Pets at Home
Hi,
Thank you so much for taking the time to share such a wonderful review.
It’s truly heartwarming to hear about the special bond that has developed between you, Elgar and Sharon over the past five years. Knowing that Elgar gets excited when he spots Sharon’s car and can’t wait to come into the store is the kind of story that brings a smile to our faces and perfectly reflects what we're all about at Pets at Home.
Sharon's dedication to providing friendly, knowledgeable advice, making sure you receive the best value through relevant offers, and most importantly, giving Elgar such a warm welcome every visit, is a fantastic example of the care and expertise we strive to deliver for every pet and pet parent. We're also delighted to hear that your Click & Collect experiences have been running so smoothly.
Your kind words will mean a great deal to Sharon and the wider Aylesbury team, and we'll be sure to share your feedback with them. It's wonderful to know that the genuine care you've received over the years has made such a positive difference and helped make Pets at Home your chosen pet care destination.
Thank you again for your loyalty and support. We look forward to welcoming you and Elgar back into store for many more visits, biscuits, and happy memories together.
Best wishes,
Kathryn@PAH
Had to contact customer services as had…
Had to contact customer services as had a discount issue, but Laura was extremely helpful and resolved the situation. Taught me a lesson though to read the small print about discounts.
July 22, 2026
Unprompted review
Reply from Pets at Home
Hi Eileen,
Thank you for taking the time to leave a review.
I'm delighted to hear that Laura was able to help resolve the discount issue you experienced and provide the support you needed.
At Pets at Home, we're committed to making things as easy as possible for our customers, so it's wonderful to know that Laura took the time to assist you and ensure the matter was sorted quickly and efficiently. I'll be sure your kind comments are shared with her, as recognition like this means a great deal to our colleagues.
I also appreciate your honest reflection regarding the discount terms. We understand that promotional offers can sometimes be a little confusing, and we're always looking at ways to make information as clear and accessible as possible for our customers.
Thank you again for your lovely feedback and for choosing Pets at Home. We look forward to supporting you and your pet again in the future.
Best wishes,
Kathryn@PAH
Most of order missing
The majority of my recent order was missing (dog food) and it was not flagged on the app. Very poor experience and a waste of time and money going to Pets at Home, when I now have to repurchase elsewhere.
July 22, 2026
Unprompted review
Reply from Pets at Home
Hi Rachel,
Thank you for taking the time to leave a review.
I'm very sorry to hear that the majority of your order was missing, particularly as this included your dog's food. We appreciate how important it is for orders to arrive complete, and I can understand how frustrating it must have been to make a trip to store only to discover the items were unavailable and that this had not been clearly communicated through the app.
At Pets at Home, we're committed to making pet care easy and convenient, so it's disappointing to learn that we fell short of this on this occasion. We also recognise the inconvenience caused when you then had to spend additional time and money sourcing the products elsewhere.
Your feedback is invaluable, as it helps us identify where we can improve both our stock availability updates and the overall customer experience. We're sorry that we let you down and have shared your comments with the relevant teams for review.
Thank you again for bringing this to our attention.
Best wishes,
Kathryn@PAH
Disappointing
Took our dog to the Penzance store for a wash,blowdry, brush and nail trim. Our dog came out wet, still covered in fluff and his cloat clearly hadn't been washed well. They were unable to cut his claws but still charged the full price. The lady serving us was also very rude.
July 22, 2026
Unprompted review
Reply from Pets at Home
Hi,
Thank you for taking the time to leave a review.
I'm very sorry to hear that your recent visit to our Groom Room in Penzance did not provide the experience you and your dog deserved.
We understand how disappointing it must have been to collect your dog and feel that the wash, blow dry and brush had not been completed to the standard you expected. I also appreciate your frustration regarding the nail trim, particularly as this service was not carried out but you were still charged the full grooming price.
At Pets at Home, we're passionate about putting pets first and delivering excellent care alongside friendly, knowledgeable service. It's especially disappointing to hear that you found the interaction with our colleague to be rude, as we always want our customers to feel welcomed, valued and treated with respect.
Your feedback highlights several areas where we appear to have fallen short of the standards we set for ourselves, and we're sorry that this was your experience. Comments such as yours are invaluable in helping us understand where improvements are needed, and your feedback will be shared with the relevant team for review.
Thank you again for bringing this to our attention.
Best wishes,
Kathryn@PAH
DON’T USE
DON’T USE. Visited local vets4pets in Keighley who are totally incompetent use alternative pet store and vets unless want to have numerous visits that do not resolve issue other than line the vets pocket and their response to this is they will help fill in insurance forms to help relieve the burden - EXCELLENT CUSTOMER SERVICE - NOT.
July 20, 2026
Unprompted review
Reply from Pets at Home
Hi Paul,
Thank you for taking the time to share your feedback.
We're very sorry to hear about your experience with Vets for Pets Keighley and the frustration this has caused. We understand how upsetting it can be when you're seeking care for your pet and feel that your concerns haven't been resolved despite multiple visits.
At Pets at Home, we know that our customers place a great deal of trust in us when it comes to the wellbeing of their pets, so it's disappointing to read that you felt let down by both the treatment provided and the support you received afterwards. We appreciate that offering assistance with insurance paperwork does not address the concerns you've raised regarding your pet's care and overall experience.
Your feedback is important to us and has been shared with the relevant team for review. We are committed to listening, learning and continuously improving the service we provide to pets and their owners. If you would like to discuss this further, you can contact our Vets4Pets client services team directly by visiting https://www.vets4pets.com/about-us/contact-us/.
Thank you again for bringing this to our attention.
Best wishes,
Kathryn@PAH
Adoption - Guinea Pigs x2
We bought two adoption guinea pigs and all of the staff were very friendly and helpful. They explained all we needed to know about caring for them and it was a very easy process. We also received a call a few days after to check in. All of the people I'd like to get the good feedback is Beth, Ollie and Holly. Thank you all 😊
July 10, 2026
Unprompted review
Reply from Pets at Home
Hi Hannah,
Thank you so much for taking the time to share your lovely feedback.
I'm delighted to hear that your experience adopting your two guinea pigs was such a positive one. Welcoming new pets into your family is an exciting moment, and it's wonderful to know that Beth, Ollie and Holly helped make the process easy, informative and enjoyable for you.
At Pets at Home, we're passionate about finding pets the right homes and ensuring owners feel confident in providing the very best care. It's fantastic to hear that the team took the time to explain everything you needed to know and that their friendly, knowledgeable support helped you feel prepared for your guinea pigs' arrival.
I'm also pleased that you received a follow-up call to check how things were going. We know that support doesn't end when a pet leaves our store, and it's great to hear that the team continued to show their care and commitment after the adoption.
I'll make sure your kind words are shared with Beth, Ollie and Holly, who I'm sure will be thrilled to receive your recognition.
Thank you again for choosing to adopt with Pets at Home. We wish you and your two guinea pigs many happy years together!
Best wishes,
Kathryn@PAH
Festival park the groom room
Festival park the groom room, clarify the exact price before booking. Rang last week and booked my dog in for a signature wash. Asked what breed the dog was and was told for a french bulldog it was £35.00 with a £15.00 deposit. Called them today to rearrange as got workmen in, but was unable to as was told they need 48 hours notice, so I took my dog. On arrival there was a toy poodle being groomed as i was booking in. Chloe the manager then told me it would be £40.00 for my french bulldog as she's a medium dog. I told her I was told last week it was £35.00, she said no i was told between £35.00 and £40.00, which was a lie. She said the toy poodle was classed as medium, and she was smaller than my dog. Disgusting service. I walked out complained to the duty manager who then went to speak to the groom room. On his return he basically said I was wrong and offered me a £5.00 voucher. I wanted my dog at the price I was told and the manager refused. I know it was only £5.00 but its the principal. A french bulldog is small NOT medium, a medium dog is a border collie......disgusting attitude by staff. I will NOT be using pets at home again for any sevices......
July 21, 2026
Unprompted review
Reply from Pets at Home
Hi Amanda,
Thank you for taking the time to share your feedback. I am very sorry to hear about your experience at our Festival Park Groom Room.
We understand how frustrating it must have been to be quoted one price when booking, only to be given a different price when you arrived for your appointment. We also appreciate why this left you feeling disappointed, particularly as you had made the effort to keep the appointment after being unable to rearrange it.
At Pets at Home, we are committed to being caring, knowledgeable and trustworthy, and it's clear from your review that we did not deliver the level of service you expected from us on this occasion. We appreciate that the issue was not simply the difference in cost, but the conflicting information you were given and the way the situation was handled when you raised your concerns.
We never want a customer to leave feeling unheard, and we're sorry that this was the impression left with you. Your feedback has been shared with the relevant management team so that the circumstances surrounding your booking and the communication provided can be reviewed.
Thank you again for bringing this to our attention. We value all feedback as it helps us improve the service we provide to both our customers and their pets.
Best wishes,
Kathryn@PAH
Delivery of any kind of item that is…
Delivery of any kind of item that is heavier than a grain of rice is impossible. Every time I order cat litter it is terribly packaged and ends up getting damaged during transit, doesn’t arrive and no one gets in contact to let me know. To their credit the customer service team are always able to sort a replacement out asap however this is pointless when half the time the replacement is then either damaged or not delivered due to poor packaging.
July 21, 2026
Unprompted review
Reply from Pets at Home
Hi Abi,
Thank you for taking the time to share your experience with us.
I'm very sorry to hear about the repeated issues you've encountered when ordering cat litter. I can completely understand how frustrating it must be to place an order, expect an essential pet care product to arrive, and then find it has been damaged in transit or hasn't arrived at all, particularly when this has happened more than once.
While I'm pleased to hear that our Customer Service team has been able to arrange replacements quickly when things have gone wrong, I appreciate your point that a replacement is little comfort when the same issues continue to occur. We recognise that reliability is just as important as resolving a problem after the fact.
At Pets at Home, we're committed to providing a convenient and dependable service for pet owners, and it's clear that we have not delivered that experience for you. The concerns you've raised regarding packaging and the lack of proactive communication when orders are affected are disappointing to read, and they do not reflect the standards we strive to achieve.
Thank you also for acknowledging the efforts of our Customer Service team. Your feedback is invaluable, and we'll ensure your comments are shared with the relevant teams so they can review the issues you've highlighted and work towards improving the experience for our customers.
Thank you again for bringing this to our attention.
Best wishes,
Kathryn@PAH
Click and collect ( is not Click and…
Click and collect ( is not Click and collect its Click and wait 5 days later. not happy. A member of staff kindly, took charge, and advised me item was in their store on shelf. Click and collect not acceptable. And some staff do not know the products that already there on their shelves..
July 20, 2026
Unprompted review
Reply from Pets at Home
Hi Maureen,
Thank you for taking the time to share your feedback.
I'm sorry to hear that your Click & Collect experience did not meet your expectations. We understand that when customers choose this service, they expect it to be straightforward, convenient and ready within the timeframe provided, so I can appreciate how disappointing it was to face a significant delay.
I'm pleased to hear that a member of our store team took the initiative to assist you and identified that the item was available in store. However, I understand that this does not change the frustration caused by the overall experience. It's also disappointing to learn that you felt there was a lack of product knowledge during your interactions, as we aim to provide helpful, knowledgeable support to every customer.
At Pets at Home, we're committed to making pet care easy and convenient, and it's clear that we fell short of that on this occasion. Your feedback is incredibly valuable and helps us identify opportunities to improve both our Click & Collect processes and the service we provide in store.
Thank you again for bringing this to our attention.
Best wishes,
Kathryn@PAH
The Sydenham store HERO's
The Sydenham store staff are great fun and always very helpful. I would like to take the time to commend the staff and manager working on Saturday 18th June 2026. There was a man outside the store bleeding out from an injury and the staff did everything they could to help him. The manager helped me make a tourniquet for his leg and we saved his life until the ambulance arrived. These actions are above and beyond what a store employee is expected to do and I just hope that the Pets at Home corporate office reward him for his heroic actions!!
July 18, 2026
Unprompted review
Reply from Pets at Home
Hi Meagan,
Thank you so much for taking the time to share this wonderful feedback.
I was incredibly proud to read your review about our Sydenham store team and the actions they took on 18th June. What you have described is an exceptional example of colleagues coming together to help someone in need during a very serious and distressing situation.
It is clear that the store team, and particularly the manager, demonstrated remarkable care, compassion and presence of mind while waiting for the emergency services to arrive. We can only imagine how difficult the circumstances were for everyone involved, and we're grateful that they were able to provide support when it was needed most.
At Pets at Home, we strive to create a culture where caring for people is just as important as caring for pets, and your review highlights those values in action. It is also wonderful to hear how you worked alongside the team to help the injured gentleman, and we thank you for stepping in to assist during such a critical moment.
Please be assured that your kind words and recognition will be shared with the Sydenham store management team. Feedback like yours means a great deal to our colleagues and helps celebrate those moments where they truly make a difference.
Thank you again for taking the time to recognise the team's extraordinary actions, and for sharing such an inspiring experience.
Best wishes,
Kathryn@PAH
I have been with pets at home for over…
I have been with pets at home for over 12 years plus. I have never had any problem with my delivery. It has come to me each month on time sadly I have just lost my pet and Kacey just sorted out cancelling my subscription. She was very nice indeed passing on her condolences to me. So a very big thank you.
July 21, 2026
Unprompted review
Reply from Pets at Home
Hi Maxine,
Thank you so much for taking the time to share your experience.
Firstly, I'd like to offer my sincere condolences on the loss of your beloved pet. We know that saying goodbye is never easy, and our thoughts are with you during this difficult time.
It's wonderful to hear that you've been a valued Pets at Home customer for over 12 years and that your subscription deliveries have consistently arrived on time throughout that period. Loyalty like yours means a great deal to us.
I'm especially pleased to hear that Kacey was able to help you with cancelling your subscription and that she supported you with kindness and compassion. At Pets at Home, we're passionate about caring for pets and the people who love them, so it's heartwarming to know that Kacey's empathy made a difference when you needed it most. I'll be sure that your lovely feedback is shared with her.
Thank you again for your kind words and for allowing us to be part of your pet's journey over the years. Wishing you comfort and happy memories of your special companion.
Best wishes,
Kathryn@PAH
I ordered flea treatment for my cats
I ordered flea treatment for my cats
Pets at home changed the order still took the money eventually agreed I was due a refund but am still waiting
A lady called Catherine wax really helpful but the finance dept still ignore my emails
July 21, 2026
Unprompted review
Reply from Pets at Home
Hello Roisin,
Thanks for taking the time to leave a review for us. I'm incredibly sorry to hear how many issues you've had with your Health plan. We designed this service to be simple and easy for our customers, but it's clear that we haven't hit the mark in this instance. I've passed on your feedback to make sure this is properly addressed as we'd hate for anyone else to be so let down.
Best Wishes,
Emily@petsukofficial
General review
Love pets at home for all my cats supplies, toys food etc can always count on them to have everything I need
July 21, 2026
Unprompted review
Reply from Pets at Home
Hello Ferhana,
Thank you so much for taking the time to leave us your feedback! We're so pleased to hear how happy you are with our products & service! This is wonderful to hear & thank you for shopping with us!
Best Wishes,
Emily@petsukofficial
Inaccurate website and app
I have been ordering pet supplies for many years, on a subscription basis. I was awaiting the arrival of dog food before my holiday and wondered why the £ had not been taken from my account. When I eventually got through to customer services - they said the food had been discontinued. I do not understand why they let me believe the food still available for purchase. If I had know this information, I could have selected alternative food. Very disappointing.
July 17, 2026
Unprompted review
Reply from Pets at Home
Hello Wendy,
Thanks for taking the time to leave a review for us. I'm incredibly sorry to hear how many issues you've had with your repeat order. We designed this service to be simple and easy for our customers, but it's clear that we haven't hit the mark in this instance. I've passed on your feedback to make sure this is properly addressed as we'd hate for anyone else to be so let down.
Best Wishes,
Emily@petsukofficial
I ordered end of June
I ordered end of June. They delivered some items. More then half order is still waiting. I been in store they didn't help. No number where I can contact. I really need my delivery as soon as possible. Never ever going to order online. Really disappointed
July 20, 2026
Unprompted review
Reply from Pets at Home
Hello Lubna,
Thank you for your review. I'm sorry to hear that you're missing so much of your order. Please do feel free to contact us on live chat here https://www.petsathome.com/support as we're keen to get this resolved as soon as possible for you. Again, I'm incredibly sorry and hope to hear from you soon
Best Wishes,
Emily@petsukofficial
Incredibly helpful solved my issue with…
Incredibly helpful solved my issue with no drama. Thank you
July 20, 2026
Unprompted review
Reply from Pets at Home
Hello Sally,
Thank you so much for taking the time to leave us your feedback! We're so pleased to hear how happy you are with our Customer care service! This is wonderful to hear & thank you for shopping with us!
Best Wishes,
Emily@petsukofficial
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