“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?”
“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.”
“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.”
“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”
“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.”
“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.”
“Chichester store. I went in a week ago and was greeted by lovely staff. I spent hundreds of pounds and ordered a new fish tank.
3 different members of staff members said I could get fish within 24hrs which they themselves had done.
There was a manager in for a few days from a different area I was told who stopped me buying any fish on the day I arrived after being told to come back on that day. She infront of me shouted at one member of staff, the member of staff then asked her if she could deal with me as she had a different opinion in which the “manager” said no but just stood there listening and interrupting and over talking one of the other members of staff.
I came in today on day 5 in which the “manager” storms over and shouts at me saying she’s all ready had this conversation with me and I cannot buy any fish or I will be chucked out. This was after explaining to a member of staff the situation and they said they were happy to sell the fish.
This “manager” then told me “you don’t become a manager without knowing something”
I myself used to be a manager and now run my own business and would never speak to the public or other staff members how this rude lady did.
My partner went in a few days ago to get some dog food and again spent over 100 pounds and heard the same lady having a go at someone else.
I’ve been coming into the particular store for years and get great advice from all members of staff but this lady has ruined it for me and I shall not step foot in that store again.”
“Pets at home in general provide inappropriate care for their animals- tiny hamster cages, sawdust, crammed fish tanks, etc. Many products are completely unsuitable and can harm pets, for example the “fluffy bedding” provided for hamsters or the tiny wheels sold for rats. Often, advice is given out which is completely untrue and can lead to the pet living a life of neglect. Pets at home is not a ‘good’ chain pet store to support honestly, especially not buying animals from them.”
“Staff are build to look like they could they punch you in the face.
Would help if the store could clean up the pets mess.
It would be nicer to shop in.”
“Feel like staff could be more helpful towards customers. After all we could go somewhere else. This store(Renfrew)
Would go out of their way to help now it a game of finding the staff to talk to.
Pity when things a tight and stores are crying out for sales”
“No wonder they've disabled their trust pilot! Staff demanded that I pull my scarf up to cover my nose and mouth as I wasn't wearing a mask - I'm exempt but they didn't ask that - were just really rude. I must look an easy target as they didn't approach any other non mask wearers - I'll stick to pets corner in future”
“Rude staff wouldnt sell me goldfish despite havg 125litre tank and a biorb
Wil.never use again
Dispicable service.
Avoid
Avoid
Avoid
Need to train their staff not to be patronising.never shop thr again.seems reviews same 1000 giving one star”
“Farnborough Branch - we tried to have our dogs nails clipped, the ginger haired female twice claimed on different visits that visits were appointment only and that she was finishing her shift shortly, 6pm ! the Groom Room was empty and she was obviously far too lazy to deal with a customer. Poor service and we will not revisit.”
“Came in today to but a collar, lead and dog treats after waiting 10 minutes at an empty till I left with nothing. I saw no staff at all, where were they?”
“They rarely stock what I need in these shops, there are 4 stores I use regularly in my area. Half of the staff are excellent the other half are ignorant or condescending. Most stuff is available cheaper elsewhere although pets at home has been convenient for me in the past, today's final straw of the opening hours changing for the second time and leaving me unable to get food for my exotics I will not be shopping there again. Be aware that deliveries from pets at home have also been incorrect on several occasions too.”
“Yet another delivery has arrived in an over filled and broken box. This happens every time I do an order. I have emailed but no response. The poor courier has to tape together the boxes every time. How are they supposed to deliver parcels that are falling apart because they are simply too heavy. Customers with mobility or strength issues would not be able to lift these parcels. Please train your staff to pack properly and NOT make the parcels so heavy. Because some tins of dog food are packed loose, they arrive badly dented and they damage the cat food boxes. Please improve your packing!”
