Pets at Home Reviews 49,631

Reply from Pets at Home

Apr 18, 2026

Hi Ieuan,

Thank you for taking the time to share your experience. We understand how frustrating it is to get a product home and find that parts are missing, especially when this then impacts your confidence in our service.

We are disappointed to hear that the support you received did not resolve this for you, as this is not the level of service we aim to provide. Your feedback has been logged and shared with the relevant teams so this can be reviewed, both in terms of product checks and how concerns like this are handled by customer services.

Thank you for raising this with us. Your comments are important and help us identify where improvements need to be made.

Best wishes,
Kathryn

Reply from Pets at Home

Apr 18, 2026

Hi Nicola,

Thank you for taking the time to leave your feedback. We are pleased to hear that Mobeen was able to resolve your query quickly and provide helpful support.

We understand how frustrating it is when an item goes missing, and we appreciate your patience in what was an inconvenient situation. Your comments have been noted, and your feedback has been logged to help review how issues like this are managed and communicated.

Thank you again for sharing your experience.

Best wishes,
Kathryn

Reply from Pets at Home

Apr 18, 2026

Hi Susan,

Thank you for taking the time to share your experience. We understand how frustrating and concerning it is to rely on a subscription service and receive incomplete and conflicting information about an essential treatment for your cats.

We recognise the upset caused by receiving only one item, being reassured that the second had been sent, and then being advised of a much longer delivery timeframe. We appreciate why this experience has left you feeling misled, and we acknowledge that this level of service does not reflect what customers should expect from a subscription intended to provide reassurance and consistency.

Your feedback regarding the communication you received, the delivery delays, and the impact this has had on you has been formally logged and shared with the relevant teams for review. Clear, accurate updates and keeping agreed commitments are essential, and your comments highlight where improvements are needed.

Thank you for raising this. Your experience has been recorded and will be used to help review how subscription orders and customer communications are managed going forward.

Best wishes,
Kathryn

Reply from Pets at Home

Apr 18, 2026

Hi,

Thank you for taking the time to share your experience. We are really pleased to hear that once you reached a member of our team, your issue was resolved quickly, and that both our store colleagues and online chat adviser provided helpful support.

We understand how frustrating it is when a delivery is sent to the wrong address, and we recognise the inconvenience this caused you. While courier partners are responsible for deliveries, we appreciate how situations like this reflect on the overall experience, and your feedback about delivery reliability and the challenges of navigating automated systems has been noted.

Your comments about the value of speaking directly with a person, rather than a bot, have also been logged and shared with the relevant teams. Feedback like this is important in helping us review how customers can access support in the most straightforward and reassuring way.

Thank you again for sharing your thoughts. Your experience and observations have been recorded and will help guide future service improvements.

Best wishes,
Kathryn

Reply from Pets at Home

Apr 18, 2026

Hi Steve,

Thank you for taking the time to share your experience. We are really pleased to hear that once you contacted us via live chat, the situation was resolved quickly and smoothly, and that our colleague was able to arrange a replacement without delay.

We understand how frustrating it is when tracking information is unclear or a delivery does not progress as expected, and we appreciate your recognition that this was outside of our direct control. Your comments about the prompt support you received, and your kind words about our customer service, are very much appreciated and have been shared with the team.

Thank you again for your feedback and for highlighting the positive impact of quick, human support when things go wrong.

Best wishes,
Kathryn

Reply from Pets at Home

Apr 18, 2026

Hi Penny,

Thank you for taking the time to share what happened. We understand how upsetting and frightening it must have been for your puppy to require urgent veterinary care, and we appreciate how serious this experience has been for you.

We take product safety concerns extremely seriously, particularly where a pet has been harmed. What you have described regarding the rubber foot coming away from the toy is concerning, and your feedback has been formally logged and escalated to the relevant teams for review. Customer reviews and reported incidents are an important part of how potential product issues are identified and assessed, and these are reviewed alongside supplier information.

We also recognise your disappointment with how the situation was handled in store. While store teams must follow set processes when it comes to removing items from sale, your comments highlight how important clear guidance and ownership are when customers raise safety concerns. This feedback has been shared internally for reflection and learning.

Thank you for bringing this to our attention. Your experience has been recorded to help us review both the product and how concerns like this are managed in the future.

Best wishes,
Kathryn@PAH

Reply from Pets at Home

Apr 18, 2026

Hi Anthony,

Thank you for sharing your feedback. We understand how frustrating it is when app updates affect your marketing preferences, especially when this has meant missing out on vouchers and discounts you expected to receive.

Your comments about marketing settings changing during updates have been noted, and your feedback has been logged and shared with the relevant teams for review. Ensuring customer preferences are respected and remain consistent is important to us, and insights like yours help highlight where improvements are needed.

We appreciate you taking the time to raise this, and your experience will be used to help improve how our app updates and marketing communications are managed going forward.

Best wishes,
Kathryn

Reply from Pets at Home

Apr 18, 2026

Hi Iani,

Thank you for taking the time to share your experience. We appreciate how frustrating it must have been to deal with a leak, and we understand the concern and disappointment this situation has caused.

We recognise that the information you were given, and the time it took to receive clear updates, did not meet the standard of service we aim to provide. Your comments around communication, inspection expectations, and the handling of your review have been taken seriously. This feedback has been formally logged and is being reviewed internally to help improve both our processes and how we support customers when issues arise.

We want to reassure you that fish tanks sold are intended for long term use when set up and maintained as advised, and we understand why the explanation you received caused confusion and frustration. Your experience highlights the importance of clear, consistent guidance and timely follow up, and this is being addressed.

Thank you again for raising your concerns so openly. Your feedback helps us identify where we need to do better, and it has been shared with the relevant teams for reflection and learning.

Best wishes,
Kathryn

Reply from Pets at Home

Apr 17, 2026

Hello there Wesley. Thank you so much for taking the time to share such lovely feedback.

We’re delighted to hear that you’ve had a fantastic experience shopping with Pets at Home, even from Canada. It’s great to know that our wide range of pet food, toys, and accessories, along with our easy-to-navigate website and reliable delivery, have met your expectations.

Your comments about receiving your orders quickly and in perfect condition are especially appreciated, as this is something we work hard to achieve for our customers.

Thank you for choosing Pets at Home as your one-stop shop for your pets’ needs. We look forward to supporting you again in the future. Best wishes, Frankie@PAH

Reply from Pets at Home

Apr 17, 2026

Hi there Mrs Scurville, Thank you for taking the time to share such wonderful feedback.

We’re delighted to hear that Jenny the Groomer took such outstanding care of Bella. Providing patient, gentle, and loving care—especially for our senior pets—is incredibly important to us, and it’s lovely to know Bella felt comfortable and well looked after.

We’ll be sure to pass your kind words on to Jenny, as recognition like this means a great deal to our team. And we’re thrilled to hear that Bella looked beautiful after her groom!

Thank you again for taking the time to leave a review. We look forward to welcoming you and Bella back again soon.

Best wishes, Frankie@PAH.

Reply from Pets at Home

Apr 17, 2026

Hi there, Thank you for taking the time to share this experience with us.

We’re really pleased to hear that you received a quick response from our team and that they were able to amend your request and offer further support. We understand that technology can sometimes be tricky, so it’s great to know the help you received made things easier for you.

It’s also lovely to hear that you find our colleagues knowledgeable and helpful, and that the repeat order delivery service gives you peace of mind. Knowing your dog enjoys Wainwright’s food and is keeping well on it means a lot to us, as quality and pet wellbeing are always our top priorities.

Thank you for your continued loyalty as a customer. Best wishes, Frankie@PAH

Reply from Pets at Home

Apr 17, 2026

Hello there Claire, thank you for taking the time to share your kind words!

We're so pleased to learn Mobeen was able to provide such helpful and efficient service, this is always the level of service we expect our customers to receive, I have passed your comments over to the dedicated team to ensure they receive the recognition they deserve.

We hope your lovely cats enjoy their new bed! Best wishes, Frankie@PAH.

Reply from Pets at Home

Apr 17, 2026

Hello there Ms Macleod. Thank you for taking the time to share this review.

Firstly, I'd really like to assure you that there's simply nothing more important to any of us here at Pets at Home than the welfare of animals. Animal welfare is at the heart of everything we do. All pets in our stores are cared for by trained colleagues, with regular health checks and environments that meet strict, regulated welfare standards. We are fully licensed and regularly inspected, and we welcome the scrutiny that helps ensure we continue to do the very best for the animals in our care.

We are also committed to supporting rescue and rehoming across the UK. Through the Pets at Home Foundation, millions of pounds have been raised to support rescue centres, fostering programmes, and adoption initiatives. Many of our stores also work closely with local partners to help pets in need find safe, loving homes.

It's really concerning to hear that you've been given the impression that we don't care for these lovely small animals, so if you haven't done so already then please do feel free to discuss the matter with a member of our customer care team on so we can properly investigate your concerns, alongside any issues with a recent order of yours. https://www.petsathome.com/support – we will do everything possible to resolve this for you.

Best wishes, Frankie@PAH.

Reply from Pets at Home

Apr 17, 2026

Hello there Jacqueline, Thank you so much for taking the time to share this experience with us.

We’re delighted to hear about the excellent service you received during your visit to our Kettering store, and that our colleague was able to promptly liaise with the Corby store to ensure you were fully supported. It’s especially rewarding to know that the team at Corby provided such outstanding customer service, with a clear focus on animal welfare—this is something we take great pride in.

Your kind comments about the professionalism, friendliness, and teamwork shown by all three colleagues is highly valued to us, feedback like this highlights exactly the level of care and service we strive to deliver.

We will be sure to share your lovely comments with both store teams. Thank you again for your trust in Pets at home, we look forward to welcoming you again soon!

Best wishes, Frankie@PAH.

Reply from Pets at Home

Apr 17, 2026

Hello there Sue, Thank you for taking the time to share this feedback.

We're truly sorry to learn of the disappointment caused by your recent experience in store. We strive for a welcoming, helpful and friendly service to be provided to all customers, so I can certainly understand why this has caused frustration.

To ensure your concerns are investigated, please feel free to reach out to our customer care team by visiting https://www.petsathome.com/support - we'll do everything we can to support with this.

Best wishes, Frankie@PAH.

Reply from Pets at Home

Apr 16, 2026

Hello Brian,

We're very sorry you weren't able to get a bull pizzle for Brutus at the Paisley store. We replenish a lot of our most popular lines weekly, therefore I’m sure the treats won’t be out of stock in the Paisley store for long. I don't have an exact date as to when they will back in stock, please keep checking our website for the most up to date information.

Best Wishes,

Emily@pah

Reply from Pets at Home

Apr 16, 2026

Hello Sue,

Thank you so much for your kind words regarding the service you've received from Mobeen. I've passed your lovely feedback on to the relevant management team for this colleague to ensure they get all the praise and recognition they clearly deserve. Again, thank you for getting in touch - it really does mean the world to our colleagues to get such positive feedback.

Best Wishes,

Emily@pah

Reply from Pets at Home

Apr 16, 2026

Good afternoon,

Thank you so much for your kind words regarding your Alfee's recent groom. I've passed your lovely feedback on to the relevant management team for this salon to ensure they get all the praise and recognition they clearly deserve. Again, thank you for getting in touch - it really does mean the world to our colleagues to get such positive feedback.

Best Wishes,

Emily@pah

Reply from Pets at Home

Apr 16, 2026

Hello Kate,

Thank you so much for taking the time to leave a review for us. Kate & the colleagues in our Washington pet care centre are clearly an absolute asset to our team, and we're so lucky to have them working with us. We take a great deal of pride in our exceptional colleagues so it's always so fantastic to hear when customers have been so impressed with their high levels of customer care. I’ve passed your kind words over to the relevant management team, to make sure that they get all the praise they deserve. Many thanks again.

Best Wishes,

Emily@pah

Reply from Pets at Home

Apr 16, 2026

Hello Aldi,

Thank you so much for taking the time to leave a review for us. We're very glad we've been able to solve your enquiry in a timely manner - this is wonderful to hear & thank you for shopping with us!

Best Wishes,

Emily@pah