Pets At Home Reviews

Name: Pets At Home
Rating: 2.09

2.1 Rating 564 Reviews

25 %

of reviewers recommend Pets At Home

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2.1

Based on 564 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Telephone, Live Chat, Email

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Pets At Home 1 star review on 11th August 2025

GRAHAM BRETT WEEKS

Pets At Home 1 star review on 22nd February 2025

Leon

Pets At Home 1 star review on 13th November 2024

Michelle Lomas

Anonymous

Anonymous // 01/01/2019

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“Went to the Borehamwood would store to returned and exchange an item that another store had ordered. But ordered the wrong size... despite the item still been in the original package and a valid receipt the manager JOE tried to accuses me and my from partner from taking it off the shelf.. despite the fact the item had the delivery address.. I confronted him on this and he offered me a £30 refund and not the £60 Personally I’ve never been so insulted.. I have complained to Pets and Home Direct.. and awaiting there response.. this review does not prevent me from other stores where there staff behave in a professional manner”

Helpful Report

Posted 5 years ago

“order 1 ; to be delivered to store on certain date , get text confirmation ,then get text saying its ready to collect , then get text saying its not , I phone store they say delivery driver came to door didn't wait for answer and drove off …..much later in day get text ready to collect ….so I did delivery driver had come back Order 2; to be delivered to home address after lest nonsense, get text confirming delivery date and tracking number for delivery today ..track it says another 5 days! phone pets at home ..very sorry 10% refund and we shall get it out to you tomorrow ….tomorrow arrives and order does with £8 worth of goods missing , no note or information ….phone them up again oh we are sorry its out of stock shall have to refund you …….to date still awaiting x2 refunds . the service is absolutely appalling , don't know if its a new computer system or the delivery company but pets at home no longer do what they should , deliver the right stuff on the right day so I am off to Kennelgate after many years of being a pets at home customer ….how very disappointing but cant bear the hassle any more from something that use to be a simple process so goodbye pets at home”

Helpful Report

Posted 5 years ago

“Fantastic service and quality of groom by Shannon at Bretton. Have found her so good have followed her from Eaton Socon to Peterborough even though I have a store on my doorstep. Ben my Cockapoo is not stressed and seems to enjoy the experience with Shannon, who really takes pride in her excellent work. Rest of staff brilliant as well”

Helpful Report

Posted 5 years ago

“Went to PAH in Winchester Road Southampton and was served by Connor ...he was polite, helpful and a pleasure to meet ...give him 10 out of 10 !”

Helpful Report

Posted 5 years ago

“Tried changing VIP address 3 times. If you call, nobody takes it. If you chat online, it takes your details to spam you, but nobody contacts after. Just lies. Don't be fooled by this company! Can make an order to store, but they never tell you if it has arrived or not. And when they guarantee next day delivery, rest assured fortnight into it and you still are waiting. They are not worth the effort!”

Helpful Report

Posted 5 years ago

“I went in to pets at home in Godalming Surrey today, went to buy some fish and in every tank there was at least two dead fish also in one there was only 1 fish alive in about 20 others so I wouldn’t recommend anyone to go there to purchase fish, they obviously don’t care for them very well or pay attention to them as I had to let the worker know, to which he didn’t seem bothered. If you buy fish from here they most likely will be dead before you get them home. All other animals seem fine just the fish.”

Helpful Report

Posted 5 years ago

“Pets at home what on earth do they think of next with there remarkable PROMOTIONS. i spend an average of £100 per month and when i go in store with my cavalier i find there so called offers an insult to my intelligence by giving me a voucher for £1.50p .There are only two staff on duty on the till and chaos prevails as the staff are clearly under considerable pressure . Where has customer service gone ? is this the case in most of these stores.”

Helpful Report

Posted 5 years ago

“We have had continuing issues with Wainwrights Variety trays mature, blowing and rotten food inside the boxes. We have had three purchases of these boxes and every time there is an issue with food having gone off because the tray has blown, on one occasion three boxes were affected. Pets at home apart from one response giving us a complaint no. 1210461 will not respond to our emails - now standing at three! Reviews I have since read suggest this problem has been going on for several years, and yet Pets At Home apparently don't care if their food makes our dogs ill! Trading standards now been informed. In future I will not be buying any food from this store, they don't care and can't be trusted!”

Helpful Report

Posted 5 years ago

“New dog grooming in Saffron Walden. A lovely job done by the two ladies. Definitely the best grooming he’s had in 9 years.”

Helpful Report

Posted 5 years ago

“I never give bad reviews, however.. My dog is my baby and she was hurt and in pain after a groom with you, my husband was talked down to like a bad dog owner (by a guy with nose rings and tattoos) I don't judge people so please don't judge me as I'm the customer!! My husband didn't make a fuss because my baby was in so much pain 😞 shame on you!!!!!!”

Helpful Report

Posted 5 years ago

“Once again Pets At Home Haverfordwest fails to stock even the most basic of things. Plenty of nice expensive cheaply made Chinese junk but a complete absence of basic animal care products. The only thing thing they have in abundance is staff with a chippy attitude that treat customers with disdain. I will never go there again.”

Helpful Report

Posted 5 years ago

“Went into the Troestre store today to purchase some fish, approached a member of staff to ask if he could help only to be told to come back as he would be busy for at least 10-15 minutes, no offer to find another member of staff or apology just abrupt. Customer service skills were very poor and very disappointing.”

Helpful Report

Posted 5 years ago

“Staff are clueless! Manager is a simpleton! Sold us a harness that didn’t fit right so we took it back but didn’t have receipt only cc statement and wanted to swap for a more expensive one but the idiot wouldn’t take it back even though we are in there most weeks spending 100’s of pounds! I will NEVER go back there again”

Helpful Report

Posted 5 years ago

“Ordered a bulk order online for the first time from Pets at Home, stupidly thinking that this would be easier for me than going to the local store and struggling. When I had placed the order I received a confirmation email which allowed me to track my order. On doing this I was told that my order had been delivered in February 2019 ( now in August 2019) to an address I’d never heard of and signed for by someone that I didn’t know. I presumed that this was an error so ignored. On the day my order should of arrived, it didn’t so I then contacted customer services who were surprised and couldn’t give me a reason why so they contacted DPD who couldn’t contact the driver to find out what had happened. They tried to say it would be delivered on the Monday, 3 days later but were told this wasn’t good enough as it was an error on their part so they arranged it for the next day. When the order arrived there was an item missing so again I contacted customer services to ask if it would be refunded and the refund was then done whilst I was on the telephone. So after changing my plans to make sure I was in for a delivery that didn’t arrive, two phone calls to customer services that were nearly 30 minutes each time as they were busy, and some of the order missing I will not be bothering again. Complete waste of time and not worth the hassle.”

Helpful Report

Posted 6 years ago

“I bought my staffy a Kong Ball which I was advised isn't 100% indestructable but very durable, it was wrecked within an hour, absolute rubbish for something I could have went into Poundland and bought a toy to the same effect. Crap/10”

Helpful Report

Posted 6 years ago

“We recently went into Wessex Gate Poole to buy some dog food for our westie. All the staff were running around filling shelves. One member of staff called Jade stopped what she was doing and came to help us. Jade was really helpful and not only upsold but saved us money overall. Her customer skills are excellent and should be recognised. Big thanks for proper customer service. So many companies forget that customers pay the wages!”

Helpful Report

Posted 6 years ago

“Went into the Bridgwater store had to wait 20 min to be served as 2 members of staff were signing people up on iPad there was 2 others members of staff but the female member just seemed to be flitting about but not actually serving any one while it’s good to sign people up and offer that service it’s bit so good for customers that are being kept waiting especially in a shop they obviously doesn’t have efficient air conditioning have to think if I want to continue shopping there”

Helpful Report

Posted 6 years ago

“The deputy manager called danny was amazing, i went in with questions about fleas, he answered in detail all my questions and even told me the pros and cons of each product i was interested in. I would 100 % recommend.”

Helpful Report

Posted 6 years ago

“I visited pets at home in Glyne Gap - Bexhill-On-Sea. Mel was my first point of contact and she was incredible. She helped me so much with everything I needed for my new bunny. She walked round and did my whole shop with me and then handed me over to Kay for the following day who was also very helpful and attentive. They both made sure I had everything I needed, and didn’t make me feel stupid. I am over the moon with my newest addition and definitely feel like I can go back whenever even just to ask for advice. Thank you ladies! Can’t wait to show you updates of how far Brownie (the rabbit we adopted) has come! Couldn’t recommend enough!”

Helpful Report

Posted 6 years ago

“Pets at home CROTDON GROOM ROOM 13/07/2019. Staff unfriendly and unable to communicate well with customers. Staff also seem to lack training and experience!! Our lovely dog was extremely distressed upon collection and cut was very very very poor, she was patchy all over and nails had not been clipped!!! Would give no stars if possible DO NOT TAKE YOU PET HERE IF YOU LOVE AND CARE FOR THEM.”

Helpful Report

Posted 6 years ago

Pets At Home is rated 2.1 based on 564 reviews