“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!”
“REF 16003724640
I visited the Crawley store yesterday for my cat litter, the lovely lady on the till realised l was struggling a little bit and asked one of the young ladies to carry it to the car for me. That’s what I call fantastic customer service. Thankyou both ladies.”
“Shawn who works in the feltham pets at home always so helpful and fantastic customer service.
I have to say all the staff are just wounderful , polite and always welcoming !!!”
“Today I was served by Owyn who gave me.excellent advice and support for my dog who has arthritis. He introduced me to Tricia who gave me exceptional nutritional support for my dogs. Ref. 0105042479”
“Yate Bristol store00839. The staff go above and beyond in this store every time I vist.the staff that stood out to me on this vist(12/02/2024)was a gentleman named Pete.he went above and beyond I couldn’t ask for more.he was very polite and was very patient with me.outstanding service a credit to your company.”
“Went into our local Pets at home store in Newark on Trent to purchase Pro Plan wet cat food for my very fussy feline on 12th June but unfortunately they were out of stock, the gentleman on the till informed me that the store receives deliveries Monday, Wednesday & Friday's so I returned to the store on Thurs 15th but no stock had been received on the delivery. I asked the till assistant if and when they would receive any stock and he passed me onto a female supervisor who went over and above with her customer service, firstly checking if there was any stock in other stores, then checking online when stock would be received if I ordered for a store collection - this was going to be anything upto 7 days. The lady in question did say I could do a home delivery and it would get to me much quicker but just to be 100% sure she would check with the Manager to make sure this was correct as she did not want me to pay for delivery if the timeline would be the same as a collection. After speaking to the Manager I went ahead and placed a home delivery service, I would just like to express my appreciation for the service given to me at my local store - fuss pots food will be delivered on the 19th please forward onto the store my gratitude for the customer service received.”
