Pets At Home Reviews

Name: Pets At Home
Rating: 2.10

2.1 Rating 567 Reviews

25 %

of reviewers recommend Pets At Home

Company Reviews

Questions

Metrics

2.1

Based on 567 reviews

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

Visit Website

Write Your review

Tell us how Pets At Home made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“The Grooming at Pets at Home (Woking) - booked my puppy cockapoo for a cut (1hr) . When I went in, I was told it was for grooming only. When I complained, she said she would tidy up the fringe. I popped out and when I came back to the store 40 minutes later to buy puppy food whilst I wait and noticed that puppy was waiting by the door with an awful hack job on his fringe! there were tufts of hair long and tufts of hair very short - looked like a scary frair tuck! I waited for 20 minutes thinking she was to still groom him, but nope! She stood twiddling her thumbs and my pup waited by the door. After the 1hr, he still looked the terrible when I went in to pick him up. When I asked to book for a cut, I was told that "As he is a puppy and moves around a lot, it wont be a good cut". Really!?!? for around £45 for a cut, you are telling me it wont be a "good cut" because the puppy moves around??? I was shocked! How can a dog groomer not handle a puppy? Came home and went online to complain - no email for customer service, the chat window shows "Your position is 5 with an expected wait time of < 1 minute" for the past 20 minutes." Thoroughly disgusted!!!”

Helpful Report

Posted 5 years ago

“Groom room in Greenock totally ruined my bishon with a brutal hair clipping. It will take months to get her coat as it should be. It's really upset us to see how she looks. I was just told "it will grow back".”

Helpful Report

Posted 5 years ago

“Attended our winter assessment as part of our Complete Care Plan monthly payments. Sour faced woman we struggled to understand asked questions. I mentioned our high pedigree young dog had been a little bit sick during the night because some new treats didn’t appear to agree with her. The woman went into overdrive! I asked her to have a quick look in dogs ears, she had an infection 5 months earlier, I had been treating the ears with Johnson’s ear wash weekly to keep them clean. The Vet immediately criticised Johnson’s products. She looked into the ears and said they were inflamed:(This was a lie an independent highly qualified Vet looked at ears very clean. No inflammation Kept clean with £4 Johnson’s ear wash) But said we could buy one she recommended £36 ! Johnson’s ear wash £4. I reluctantly agreed feeling guilty I had failed my beautiful little dog. Well the woman’s face lit up ! We talked about another ongoing issue with dogs paws ( very classic issue with Westie) again the Johnson’s product she said was Toxic probably making dog sick ( I hadn’t used it for 3 weeks!) So asked us to buy disinfectant shampoo £21 looked at my husband who shrugged and we reluctantly agreed. Then we were told Dog couldn’t have booster she was too ill !! Temperature was normal, she was eating, happy what was going on.? Apparently a lot, this vile woman had tricked us to potentially buying products and as such the assessment was now a consultation. She went on to say “Dog too sick, no booster now you pay consultation fee” “ next week bring dog back, appointment be consultation again and you pay booster” “ if dog sick again could be pancreatic Disease need more tests” Smelt a foul rat Now; refused to buy products: refused to pay consultation fees. Found new Honest Vet. Our experience was Disgusting. Wrote to CEO he hasn’t even acknowledged my message: sent copy to Johnson’s CEO they have responded. What does that tell you.”

Helpful Report

Posted 5 years ago

“I went to pets at home yesterday, for my Pomeranian dog. I was utterly shocked how the workers was. I showed them an picture of an haircut of what my dog got before and they looked shocked, because I don't think they could something like that... So It came to the point when the person said 'I can't cut him' 'his tongue was turning blue' 'he was biting me'. Our dog here is an friendly dog he would never bite someone unless being harmed he has been to another haircut place and never had an issues but when he went to pets at home there was an issue, the fact was they only cut 4 of his paws and washed him but did not dry him properly and made him catch an cold, which also costed '£20'. When she could not even cut him properly. I am not happy with that at all I will not be sending him to get an cut there again at all because I am guttered how they lied about an dog.”

Helpful Report

Posted 5 years ago

“Don’t ever buy pets from here . Brought 3 fish , all died in a month. Have many fish and am experienced with them . Put them in a new tank with other new fish from a professional fish shop. The ones from there all are very healthy and active . Then I noticed that they had sold me about 4 year old fish ! Based on their size and other trates DONT BUY AND SPRREAD THIS”

Helpful Report

Posted 5 years ago

“Halbeath Dunfermline Store Special Occasion Ruined. Unfortunately I had my trip with my daughter to purchase her new fish ruined by a very pushy member of staff. What should have been a special occasion became a very uncomfortable experience! After letting the member of staff know which fish we would like to purchase it turned into an inquisition about our set up before being made to feel we were taking too much time as there was a build up of customers. I would have expected the staff member to have at least asked if we required any advice rather than treating us like idiots before imparting every piece of aquatic knowledge she had upon us then proceeding to tell us how many fish we could purchase as our filter would not handle the 4 small platy we had asked for. After taking the time and effort to research setting up our new aquarium and setting it up correctly in advance ensuring we added filter active bacteria and aqua safe to neutralise the tap water, live plants etc and taking advice/discussing with experts at a few different fish suppliers that introducing 4 small platy and a snail into the tank would be fine. We were TOLD you can have 2 now come back for the other 2 next week, after not asking for any advice this was frustrating and made my daughter feel very anxious about the whole situation she then felt awkward about getting the snail after the staff member told her there would be no food in the tank for the snail even though I had informed her that I would be buying snail food pellets! We left without the snail. We are not new to owning pets and to be treated in this very condescending manner was uncomfortable especially after researching and taking advice from other fish retailers then deciding to purchase at my local pets at home store. This is our local store from which we purchase supplies for our rabbits, snake and cat. As you can imagine I didn’t enjoy being treated like an idiot and if I require advice I’ll ask for it. Unfortunately I will be looking for a new supplier for our pets/pet supplies I have been told there are good online retailers I’ll be giving them a try! Very disappointed a special occasion ruined.”

Helpful Report

Posted 5 years ago

“I ordered my pet food through pets at home. Received an email saying delivery on or before the 4th of December waited in all day on the 4th it did not arrive. I phoned customer services I was told there was a problem with dpd being delayed because of Black Friday I was assured it would be deliver the next day on the 5th. I received an email telling me that its not going to be delivered till the 6th. When I go on to “track my order” tells me it’s going to be delivered on the 7th. I had to Buy food from a different company as my supply was running she is very low. This is an unreliable company with non existing customer service! I will not use this company again! If you want pet-food delivered cheaper and delivered on time order from Amazon.”

Helpful Report

Posted 5 years ago

“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

“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

“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 6 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 6 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 6 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 6 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

“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

“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 567 reviews