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

“I went into Pets at home (Bristol)and bought a box of Advantage cat flea treatment 4kg plus for £21.50 I then came home and have found I can buy the exact same box online for £9.89 . Will not be returning to store.”

Helpful Report

Posted 4 years ago

“Ghastly place, short staffed, no social distancing at till. Refused entry at Llanelli wearing a face visor which is far superior to a material mask. Will never return”

Helpful Report

Posted 4 years ago

“The Groom Room gave me a cancellation appointment for my dog. He is a large breed and I have used the Groom Room in the past, it was a Saturday and I just needed somewhere close and local. I spoke to a woman on the phone and explained that my dog has anxiety at the groomers, mostly due to being left alone in a strange place often put in a crate. She reassured me that he would not be left or put in a crate, that they were quiet and would have the time to make him comfortable. Having dropped the dog off and having spoken to a different lady at the counter about my dog and his anxiety, I swiftly left them to it. I asked that he not be left in the back room and definitely not in a crate – they would call me 10 mins before he was finished so that he did not have to be left out back. Fab. As anybody who visits the Redruth store will know, you can see right through to the groom room from within the store, so I lingered to make sure he settled (out of sight of the dog). What I saw was the very same lady I had just spoken to, walking back to the front desk on the phone WITHOUT MY DOG who was left out in the back room. This was within the first minute after our conversation. Immediately he was audibly distressed, his frantic barking echoing through the store. I watched and waited for many minutes before asking another member of staff to go and check on my dog, I couldn’t bear to hear his distress any longer. By the time the other member of staff had retrieved him, he was beyond recovery, as was I. Now, I am not a fussy dog owner, I put no frills on my large dog and his annoying ways HOWEVER, I have left my dog in the care of the Groom Room and I expected them to have listened to my request and acted upon their promise – not unreasonable. What I picked up within those first 10 minutes of his appointment was a visibly distressed, frightened, shaking dog. This was solely due to the fact that he was left alone in a back room within one minute of arriving for his appointment in a strange place, unacceptable behaviour given my explicit requests (that the groom room agreed to). As owners WE have to deal with the repercussions of inadequate care, put right the wrongs of establishments who do not know how to engage, care for or soothe anxious pets. So my issues are as follows: Why after two conversations with staff was he left in the back room alone within one minute of my leaving? After hearing his distress why did staff not make it a priority to check on him, instead continuing the phone call through the terrified barks of my dog? Was the phone call more important than the wellbeing of my pet that I left in your ‘supposed’ care? The phone call continued for many minutes through the cries of my pet. Apparently, the member of staff was on the phone because her boss told her to take the call and no other staff were available as they were on lunch (at 3pm) – I needed to take it up with the manager…… She did offer to continue the appointment, but I was too cross and upset with the shaking anxious dog I had retrieved, I couldn’t leave him in their ‘capable?’ hands again. When I made this clear, the lemon she was sucking became very obvious. My advice, don’t sit and listen to an animal in distress and then pretend to be professional, you are not. Nobody who gives a rats arse about animals would have sat through that situation on the phone, continuing the call. You should have ended the call, offering to call back once the animal in your care was at ease. After talking to the manager, I am not sure who to feel sorrier for, both he and his staff had so many excuses, its hard to decide. A) The member of staff left on her own in the Groom Room who sat through the annoying noise without a thought to the welfare of my pet – she must hate her job/ or pets/or both. Very little in the way of heartfelt apology, more avoidance of responsibility and she even tried to tell me that I was making her “feel really bad” AAAWWWWW  B) The new boss apologised for his lack of knowledge of how the Groom Room runs, he “shouldn’t have made her take the call when she had an appointment”. Apparently, he did try to calm my dog whilst in fancy dress for Halloween but to no avail. No wander my dog was petrified – wigs, blood, face paint on staff as well as our much needed Covid masks. Freaky for a human let alone a dog. The manager has only been there 3 weeks so does not know “how things work” apparently. He also managed to not hear the cries of my dog? Now, as my friends know, I am VERY hard of hearing and wear aids. If I could hear him with my cloth ears – the manager definitely should have! He also pointed out that due to Covid, they are short staffed – and that created this situation because?????........ Thanks to the wonderful woman who felt my pain and said she would have been in tears if it were her pet and to the FOUR members of the public who heard the terrified barks of my dog and also voiced their concern to me. Although the Groom Room apologised, I will not be frequenting their business again (I am sure they are pleased to hear). This incident will have made a mark on my dog I have no doubt. It will take me a long time and the patience of my regular groomer to get him back to a comfortable and confident place.”

Helpful Report

Posted 4 years ago

“Ordered online for delivery to my local store. Don't know when my order will arrive but it wasn't delivered on the day they said.”

Helpful Report

Posted 4 years ago

“Had to write this because had a very bad experience shopping here. Bought a couple of fishes and one had a problem then tried to return. Reply, "we don't do return or refund" but we're happy for you to buy and take your money! Buy here if you wish but don't expect customer service, refund or EXCHANGE .”

Helpful Report

Posted 4 years ago

“Hi, Isaac Dodder Doddington Dodson here. I came here to order a goat for my weekly visit to my satanic club. Unfortunately you do not sell these so i had to make do with a cocker spaniel. The grand wizard at the sacrafice was not pleased and he revoked my memebership. I WILL SUMMON THE DEMONS OF HELL ON EVERY EMPLOYEE AT THIS STROE YOU HAVE BEEN WARNED ALAKSHABAMAKSHABA. yours truly Isaac Dodders Dodington the 8th”

Helpful Report

Posted 4 years ago

“Very poor delivery service, they have lost half my order which was due today. The first half came monday. Went to check the email again which said track order and now the link doesnt work.”

Helpful Report

Posted 4 years ago

“19th Oct Workington branch, told 13kg bag of RC urinary s/o @£54 not available from supplier, could get me 2x7kg @ £88.95 had no choice had to order. 23rd Oct RC confirmed that there was never a shortage of 13kg bags Have I been conned of £35 ??”

Helpful Report

Posted 4 years ago

“Appalling customer service in Richmond upon Thames. They refused to sell a syrian hamster because they didn't approve the cage I bought from their website. The cage was clearly suitable for a syrian hamster at it mentioned on the box, however they insisted it was either their own cage brand or no hamster. In my question, "how you insist that a cage from a big company is not good" the response from salesperson and manager was, "we sell various products that are not as described and you need to ask our staff". Never visiting again...”

Helpful Report

Posted 4 years ago

“Bad customer service.”

Helpful Report

Posted 4 years ago

“I visited the Northampton Riverside store last week for advice on fles treatment for a kitten. I spoke to a gentleman, who I believe to be a Manager. I felt very belittled and talked down to when he repeated the information 4 times!! Having spoken to friends, they have experienced very similar behaviour by this Manager. He customer service skills leave room for improvement to say the least!!!!”

Helpful Report

Posted 4 years ago

“Absolutely appalling customer service. I have been there for the second time to purchase a gold fish and for the second time on a Saturday I was told that they do not have enough staff to serve any customers, perhaps if I return tomorrow they could assist me. Never again, pricy, poor customer service and rather poor quality of livestock.”

Helpful Report

Posted 4 years ago

Helpful Report

Posted 4 years ago

“Awful. Too busy upselling to listen. Wouldn't help with a fish purchase after I'd bought all of their useless water treatments because they would let me buy any fish before, oh and dead "live" plants then because they only had 2 staff in for the 6 customers in store wouldn't serve us. So just poor. Really really poor”

Helpful Report

Posted 4 years ago

“6 staff in bangor co down having a team meeting in a circle - no masks - no social distancing. Madness. All customers were wearing masks, staff guy on the till was wearing a mask and behind a screen. Nearly intervened but could not get out quick enough”

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Posted 4 years ago

“Found the chap at the Newton Mearns branch to be very arrogant and condescending. Continually talked over me whilst I was trying to explain what I was looking for. I ended up going to the Auldhouse branch instead where the staff were fantastic. However, that guy needs to seriously sort out whatever issues he has!”

Helpful Report

Posted 4 years ago

“I started shopping at the Croydon store in Spring 2016 when my cat's vet put him on a ROYAL CANIN Vet Diet Feline which as you can imagine every month has been very costly, but well worth it for him. That plus a 25 litre bag of cat litter each month really adds up. I've always requested home delivery and from the first order, that has always been organised efficiently by the Croydon store and delivered by DPD. Sadly, the last four orders from 2019 to the current time have ALL been 'misrouted' to the store address. I have been patient and even apologised to customer services when I rang them on each occasion to inform them of the error. In every instance I have had to ring them more than once to discuss the same order. In each case the goods had to be reordered. Each time I spoke to an operator the store was blamed. When I spoke to the store, the store said that it was not their error. Yesterday the store assistant even showed me that my home address was submitted as the delivery address. He also said that other customers had complained about similar problems. In other words, Pets at Home were fully aware of the issues from the start. I had to speak to customer services, or head office as I was told, at 9.30am today when I was promised a ring back and at 2.30pm it still had not happened. I telephoned and cancelled my order. 10 minutes later someone rang. I told him that it was probably because I had cancelled my order. Most people would have stopped using your ordering service after the 2nd error considering that it has ben allowed to go on for such a very very very long tome, over 6 months. I am so disappointed with the ordering service and the slow response of customer service, but not the Croydon store.”

Helpful Report

Posted 4 years ago

“Very disappointing visit today to your sore on Bride of don Aberdeen We waited in que for 15 minutes to get served as only one guy serving, once served he rang though our goods, he then asked if he could get our VIP card, to which my partner said we do not have one, he then asked for out post code, again my partner answered no its okay we don’t have one a VIP card, We then said we also have some dog food that we ordered to pick up, so he went off and got this for us, when he came back he then asked for the postcode again, this time I said we don’t have a VIP card, can we just pay for these good please, he then got aggressive with me saying aggression will not be tolerated, clearly he mixed up my frustration with aggression, he then made us stand for 3-4 minutes saying apologise or I will not serve you, I replied I am not apologising for something I have not done, he then threated me with police, at that point I asked if possible to speak to the manager this he refused, again saying he would get police to take me away in a global pandemic, not really sure what he was on about at this stage, so it was a bit off a standoff, big que behind me, checkout guy demanding I apologise, he then suggested that he would serve my partner and not me, so fine, I gave her my card to pay, and off we went. Communication issue? Over reaction? Not understanding what was said with face masks on? Under staffed, only one checkout operator on? Pick one from above, or maybe he just had a bad day and vented his anger at me His name was JP(on his name badge), he goaded me to complain, so hear it is. I guess most likely this will go unanswered, the internet is a great place for others to see...”

Helpful Report

Posted 4 years ago

“Customer service rude, within shop and on email. Rabbits being sold singularly and inadequate housing being recommended”

Helpful Report

Posted 5 years ago

“I ordered four bags of cat litter from Pets at home Twenty days ago, two arrived very quickly with no problems the other two have entirely vanished in transit. Phoned DPD who advised I contact Pets at Home, guess what they are uncontactable, phone and email services are suspended and the wait for live chat had 293 people ahead of me. Parcel and money lost. Orders from them previously have been so badly packed the contents of cat food were squashed and dented with small items missing. I will never use this company again.”

Helpful Report

Posted 5 years ago

Pets At Home is rated 2.1 based on 557 reviews