“Pets at Home selling live animals - in transparent plastic boxes stacked on the store shelf - as if they were tomatoes. Yes, these are locusts, along with the firm's other living invertebrates for sale, but respect and kindness and avoidance of cruelty does not have to stop at mammals!! Why not, at the least, a quiet enclosure with grasses if you have to sell them live? Why bung many in a plastic tub causing them to desperately scramble over each other to try to get free? What kind of message is Pets at Home sending to all the children in store? Box 'em up, doesn't matter, it's only insects. Just commerce, convenience and customers then. Really?”
“Today I would like to thank the team at the Farnborough Pets at Home for how they always welcome my boy. He's a bit of a celebrity there, he loves aunty Trina.
Today he had spent the morning in with Emma at Vets for Pets and came out with a better outcome than I had hoped, straight into the arms of the Pets at Home team. That is customer service right there. Thanks to both teams, can't thank them enough. Love from Rocky 💙
Unable to upload picture disappointingly”
“I went to my local Pets at Home store to buy dog food and wormer and flea treatment for my dog. I have regularly bought Wellness Core Low fat dog food from the store.
It appears that the store no longer stock the food I required. So I placed an online order. The total cost was £54.68. I have a VIP card which had a voucher to save £5 on purchases exceeding £50. However I was unable to use this voucher because part of the order was an online order. I queried this with the staff. But they were unable to help. I am very dissatisfied with this . I feel that as the store no longer stock the item I should not be penalised for having to order it online.
The staff were apologetic and helpful but were unable to override the system.
Ref 21003895592”
“Worst experience ever of online shopping. No actual person to talk to just a chat bot. Constantly getting cut off if they just leave the conversation. Items not delivered but wouldn’t send a replacement as they had to investigate it first!! Avoid.”
“My review is based on the service of the Branch Manager in your Alnwick store.
He always produces the most outstanding customer service which totally goes above and beyond that expected.
Today was his day off and he seen me struggling looking for a harness to fit my puppy and he went out of his way to help me - very impressed.”
“Great service and help today at the Clifton moor store
Vicky a member of staff helped me find a product straight away and then helped me with my phone at checkout
10 out of 10 for the service”
“A lovely lady called Claudia helped me to buy the correct harness She was SO helpful and friendly. And then a young man came as well.
This was in Llanishen , Cardiff”
“Used to always get my pets products there.. Chatham branch has very few staff and not helpful when they are.... incredibly expensive now.. hence why shop is always empty”
“It's a big disappointment this shop. Customer service really very bad. They can't provide delivery. I made order ,and order didn't arrive now for one week. I contact them every day,and they telling me was damage, they replacing every day. Lost hope to get food for my pets. No number to call them. That online chat with agent not helpful atoll.”
“As always staff are amazing in the fareham store. On this occasion it was Lyn who was so helpful. They really do go above and behond to help & guide you.”
“I change my dogs food to pets at home brand ! Wrong move they have in stock the big boxes that don’t sale as there always plenty!
The little 150gm pack nothing ever in at the Bracknell store you can go to Staines shop and the shelves are full. The response I received when raised my concerns third time of trying to buy more than one box was it’s abuse store so sale out????
There has only been two boxes on their shelves for the past week they might get a delivery tomorrow not good enough”
“Angel in Tauton store was very helpful help my little girl get her first hamster spoke to her in detail how to treat it and also help us get the correct size cage. Amazing customer service. Thank you”
“On 25 February 2026, my family and I had an absolutely awful experience at the Pets at Home Huddersfield store when trying to purchase a female guinea pig.
My wife and daughter were turned away earlier in the day because they were told they needed proof of a second cage. They explained we were following a sensible bonding process and that a separate cage was arriving that evening.
I then visited at around 18:30 with photos showing the new cage already purchased and set up at home for settling and bonding. Despite this, the duty manager (Emily) insisted she was “legally” unable to sell a guinea pig unless we already had another large cage. That was never clearly explained, and it felt like we were being pressured to buy a cage from the shop instead of using the one we had already bought and set up.
The situation got worse when I asked how to raise a complaint. I was dismissively told to “go to the website”. I went back again purely to clarify and resolve it, and I was refused service multiple times. Even after I offered to buy the guinea pig and a cage in store to meet the requirement she was stating, I was still refused and told “I’m not going to sell you it now”.
A checkout assistant (Nick) was present and when I asked what was happening he shrugged and said “sorry, she’s the manager”. My daughter has been coming in weekly since Christmas waiting for a female, as the store has only had males. The distress this caused her was completely avoidable.
I support animal welfare policies. I do not support staff misrepresenting things as “legal requirements”, refusing to explain properly, and then refusing service in a way that felt retaliatory after mentioning a complaint. We are regular customers and have previously bought guinea pigs from Pets at Home without issue, but after this, we will not return to the Huddersfield store.”
“Me and my mum went to get some bits for my kittens and Joana one of the lovely ladies in the Enfield Pets at Home was amazing and advised us on the best products for my pets. She gave great recommendations and was so friendly, providing excellent service and we felt confident in buying the right stuff for our kittens!”
“The raven side store the manager is rude condescending. They nothing about keeping fish healthy. They have several tanks on one system and if one tank is infected they will still sale fish from the one next to it which is obviously carrying the same pathogens.when asked why she said they are told to.then was asked to leave store.”
“We went shopping for my son's puppy and Lynne the assistant at keithley was a great help to us. She gave us very good advice and helped us to get exactly what we needed. She showed her knowledge of the products and how we could save money.”
“Andy at the Bicester Store really made my day today by being so helpful, helping me set up their new App and guiding me through it. I so appreciate him going above and beyond to help me in such a pleasant way. Bravo, Andy! I always find the staff there kind and helpful! It makes all the difference and is a great place to shop!”
