Pets At Home Reviews

Name: Pets At Home
Rating: 2.10

2.1 Rating 557 Reviews

25 %

of reviewers recommend Pets At Home

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2.1

Based on 557 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 22nd February 2025

"My partner and I have two dogs so we decided to sign up for the flea, tick & worm treatment subscription as this initially sounded ideal and really useful. Unfortunately after a few months and after skipping 1 month, the deliveries became really inconsistent. For months we didn\u2019t get any delivery but no payment was taken, however this followed by one month we did not receive our order although the payment was taken, and there were two subsequent months whereby the payment was taken although Pets at Home had assured me the payment had been suspended and no product was received. In all fairness, PAH did ensure to resend the product out on one of the months when we did not received the order, but I was really surprised by them continuing to take payment given the ongoing issues I was raising with them and waiting for them to resolve, and after being assured it was paused. All in all, I have paid for two months worth of subscription which I have never received. \r\n\r\nWhat has led me to make this review is the ongoing difficulty I am having with the \u2018customer service\u2019 team and trying to obtain my refund, which I am LEGALLY ENTITLED TO. This is two months of my months which PAH are illegally holding onto. \r\n\r\nWe are now going on 4-5 months of attempting to secure my refund. At this point, PAH customer service has been disgusting - I hardly get any replies to my emails, i get no emails when I am promised someone will get back to me in X amount of days, I am unable to start a live chat on the website as it says \u201cit looks like an agent has blocked your chats\u201d, and I have been promised on two occasions that the refund has been scheduled and would be cleared within 10 days, but of course I never receive any refund\u2026 I have offered to send my bank statements to customer service to evidence that I am not lying about this, but I only get arsey responses. I have asked to make a formal complaint, but this seems to be glazed over and ignored - it is simply not good enough.\r\n\r\nPAH have evidenced their clear lack of respect and care over their loyal customers. In a time where finances are hard, the money being kept from me is valuable and I am really disappointed by the way I have been treated. I\u2019m fed up of receiving \u2018apologies\u2019 as these are empty and does not resolve the ongoing issue. I am not going to be a customer that goes away. \r\n\r\nI have had multiple animals and always shopped with PAH but I will never be giving my money to such an awful company again. My family and friends are also very surprised by PAH response and will be boycotting the company."

Pets At Home 1 star review on 10th January 2024

Sarah Mitchell

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Pets at Home Lincoln Following an extremely rude and upsetting experience's my wife had with a member of staff when she tried to return a faulty dog harness, i decided to return the next day to discuss this with the manager. On arrival at the door controlling entry into the store due to Covid, was a member of staff who resembled the person my wife described. She confirmed she was and i asked of i could speak to the manager as i was unhappy at the way my wife had been treated, only to be told that she was the manager. Asking if we could talk away from the main doors she refused saying that if i wanted to make a complaint i would have to do it right their, in the doorway, in front of a queue of people waiting to come in. In light of this i have written 4 times now to customer services to complain about this over the last 6 weeks or so. To date not one single response. At least in this case customer service is non existent!”

Helpful Report

Posted 4 years ago

“Twice now PaH have messed up on click and collect - they then take several days to refund you which adds insult to injury!”

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Posted 4 years ago

“The staffs refused to buy an gold fish's, because my tank is too small. Ballock.”

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Posted 4 years ago

“Absolutely awful experience at the groom room at pets at home. After telling them my dog has had a leg operation, they confirmed they would still be able to wash and cut him. While collecting my dog, they had not even done a half decent job and claimed that we did not tell them about his operation. They left his nails long, even though we had paid to get them cut!!! Aside from the awful job they did Grooming my dog, the staffs attitude towards us as customers was absolutely disgusting. NOT WORTH YOUR TIME OR MONEY”

Helpful Report

Posted 4 years ago

“PETS AT HOME FARNBOROUGH. I bought 4 different types of fish on January 2nd, including 2 snails and 2 catfish. In total I bought about 15 fish. 1 week later I have 3 left. The catfish were SO bloated and died within 2 days where he'sskin had strecthed so much. ALL my fish got white spot disease from my loach I bought at PETS AT HOME. I AM DISGUSTED IN how pets at home treat their fish. I went today to get my water tested. It was absolutely fine. In EVERY single fish tank there were at least TWO fish dead which looks like they have been dead and not taken out for at least a few days. SHRIMPS were eaten alive, had no heads on them and were still left in the fish tank! I am DISGUSTED AND GOBSMACKED how these fish are looked after. It doesn't matter whether its a dog, cat or fish, they are ALL still living creatures and all have a right to live a healthy, happy life. PETS AT HOME just care about the money and the business rather than the health and upkeep of their pets. DISGUSTED after what I saw today and what I have been through with my fish. I will be taking this further and making sure someone steps into these branches to make sure their animals are being looked after in the right manner. I do infact know that Pets at home have been on WATCH DOG already for how they treat their live animals and I will be reporting this again to WATCH DOG and taking every step I can to make sure that these fish AND other living creatures are being looked after correctly and are not there just to be sold to make money. DISGRACEFUL.”

Helpful Report

Posted 4 years ago

“If I could I would give zero stars! I am extremely dissatisfied with the unprofessional service that I have received today at the store in Craigleith Retail Park in Edinburgh. My kitten was due to be castrated today and as per the instructions my kitten was not fed all night and was then taken to his appointment at 9am. After one hour and a half, I came to pick up my kitten only to find out that no procedure had been undertaken due to an emergency. Throughout this entire time, I was not notified about the situation, my kitten was locked in its travel cage, left without food and the appointment was not rescheduled. In fact, I was told that the next appointment was not available until the end of February! Absolutely shocking. If I had not purchased a PetPlan previosuly, I would never return to Pets at Home. AVOID!”

Helpful Report

Posted 4 years ago

“I went to the Baguely store today to purchase Frontline Plus for my cat and dog as I have done for the last 5 years or so. A very miserable lady named Alex eventually came to help me and was extremely sullen. I told her what I needed and she asked for the exact weight of my cat. As I was unsure I told her it was an average weight adult cat. She refused to supply me with the product as I could not provide the exact weight. I explained that I had been buying it from them for several years without problem but still she was adamant and actually quite rude. I then went to your store in Broadheath and purchased the products without problem. As it turns out, Frontline Plus only do one product for cats up to 8kg so unless it is a kitten or a huge cat there is only one product available. I suggest Alex receives some product and customer service training before she is permitted to deal with customers again! Very disappointing service!”

Helpful Report

Posted 4 years ago

“I took my puppy for a first cut. She told me it would have to be a shorter cut and I said ok if she could keep it as long as possible. When I came to collect her she had been shaven down to the skin. I could have done what she had done with my husbands shavers. She looked like a little rat. The lady seemed to think she had done a marvellous job. And said she's a different dog. Yeah she's gone from a Bicton frieze to a chawowa!Well we can all just shave a dog to the skin!!!! When we got her home she had tufts of hair that were longer none of it was one length and one ear is a different length to the other. She looks like she has had a disease and her hair has had to be badly shaved off. She had about 3cm long hair when she went in so she had plenty to play with!! Who does that to a puppy!! I'm guessing It was just easier and quicker to just shave her!! I could have done that. And then I had to pay for them to make my puppy go from a beautiful fluffy dog to looking like a siamease bald cat. DO NOT TAKE YOUR DOG HERE!! If I could go back a day and not take my dog I would. All I have done is cried since she had her cut and its gonna take at least 8months before it grows back and by then she won't be a puppy. Worst decision i ever made for my beautiful puppy. Were so sad now 😥 a terrible Christmas moment to round off a terrible 2020.”

Helpful Report

Posted 4 years ago

“shocking lack of knowledge 2 people in same stor give polar opposite advice on same fish. apparently you cant keep 2 angel fish together, has to be singl or trio. how many did they have in their tank ? yes you guessed it 2. so they refused to sell me both. also you apparently cant keep angel with neons. despit me doing that for the past 30 years with no problems i challenge any of you so called experts to go on you tube and find a discus/ angel set up that HASNT also got a shoal of neons in it. i certainly wont be going back”

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Posted 4 years ago

“Would usually rate this place however just had the worst experience. When myself and my partner go to pets at home we see the poor state that the animals live in. We felt so bad we went to buy 2 Guinea pigs. We were refused. We have other Guinea pigs at home and they asked for pictures of our setup etc. We happily obliged knowing we follow all recent guidance out animals are all well looked after with top quality food and hay and a varied diet. Yet we were refused because they don't think we can have them out FIVE HOURS A DAY. Do they have their Guinea pigs out 5 hours a day? I don't think so. Do their pigs get a varied diet? No. Do they have top quality Hay? Absolutely not. Don't tell me I can't look after my animals. Those poor piggies are left in those horrible enclosures with barely any enrichment, bad hay and sawdust on the floor. Sawdust can make them poorly and hurt their feet. Don't even get me started on their hamster setups with no wheels and HAY(Which can cause impaction) Don't tell me I can't look after my animals when you clearly can't look after your own and all my products were bought from YOU.”

Helpful Report

Posted 4 years ago

“Pets at Home Malvern. After waiting several minutes for service I had to seek some one to serve me. I asked for 4 male guppies. Young lady then walked off and several minutes later returned with a tablet (not a net in site) and preceded to ask me questions that I felt were very patronising. Size of tank? Post code. etc As an experienced fish keeper of over 50 years I replied my aquarium is bigger than yours. I get really irritated at these marketing questions on purchase. When I refuse to give my details (name, address, post code) they refused to sell items. For the second time this year I walked out feeling angry, patronised and that shopping there is a waste of my time. When I ask for 4 Guppies id prefer "Certainly Sir" followed by "Which ones would you like" and "Thankyou for shopping with us". That is it. Surely that isn't too difficult! Never again.”

Helpful Report

Posted 4 years ago

“Really poor pet shop , staff look like they don’t won’t to be there and thats on every occasion we go there , every week but will now find an alternative, poor choices and no service , people only shop there because there is no alternative YET Abingdon”

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Posted 4 years ago

“Avoid Pets at Home in Byker!!The staff are very rude, including the manager, and not just today but in the last couple of times!! I used to be a regular costumer there, but I will never go back again! Looks like they do not need costumers. Pets at home in North Shields is much better, the staff is much more polite and knowledgeable,and the shop is much better equipped anyway.”

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Posted 4 years ago

“Given incorrect advice in store and the member of staff on the telephone was very rude to me.”

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Posted 4 years ago

“Subscribed to the Flea Treatment monthly by post, after 2 weeks I still hadn't received anything at all, for 3 animals. Entered a live chat with PaH and they couldn't tell me why. They took the money from my account though. Have now cancelled the subscription. Rubbish service PaH. Avoid them and spend your money elsewhere, somewhere reliable for a start.”

Helpful Report

Posted 4 years ago

“Pets at home vets Beware they do not care about animals just money in the accounts they ripped me of on tick and flea medication sold to me for £46.00 and the same Brevecto can be purchased on line for £16.00 and Medacam oral Suspension £20.82 and the second vet charged me £3.15 as the Rixexine antibiotics that was subscribed for £80 did not work and they wanted to charge me another £235.00 to sedate him and flush it I spoke to another vet who advised me no need to flush and prescribed Matacam again £3.15 The young greek vet Pavious Lerokipidis didn't even touch my puppy he was so not interested and stand offish all he was more interested in was checking if he was micro chipped and saying if this does not work it will cost you about £150 - £300 no euphony how can you be a vet when you don't even want to touch and care for an animal”

Helpful Report

Posted 4 years ago

“I ordered goods on the 11th of November, it is now the 1st of December and still nothing. Several emails, a different order number and still nothing. Their tracking system does not work and dont make me laugh about deliveries in 4 days. A complete waste of time”

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Posted 4 years ago

“I have a cockapoo they have completely shaved all his beautiful fur off, he looks terrible , I almost cried, he looks awful, everyone cannot believe that a groomers could do such a terrible job, I have had to buy him a coat because he looks so bad. There is one star. Because it would not let me write how terrible this place is in Exeter. He has bits of hair all over the place . You have completely ruined my beautiful dogs coat. You should be shut down. Please don’t take your pet to this terrible groomers. I think my grandchildren would have done a much better job. This cost us £45 . I would like my money refunded.A.S.A.P.”

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Posted 4 years ago

“I phoned the Horwich store to ask if they are selling hampsters and was told yes. My son and 9 yr old twins stood in the queue for 30 mins to be told only 2 can be allowed entry. He had 1 hr before been to the Leigh store who did not have a problem with this. I have just spoken to the manager who said we are not supposed to be selling pets anyway. Just makes you think, they are all show sticking to their company protocol at the front of the store but will break government rules when it comes to making money. Shame on your Pets at Home. By the way, the little boy you turned away has just gone into remission from Leukemia. You tried to tell me on the phone that 2 only in the store was government rule.I spend a minimum of £60 per month in these stores, guess what, not any more.”

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Posted 4 years ago

“Used the veterinarian service and the vet didn't seem very much like an animal lover. Willing to send an animal away without treatment.”

Helpful Report

Posted 4 years ago

Pets At Home is rated 2.1 based on 557 reviews