Sharon H Ndh

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Verified Reviewer

Poor customer service

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Original review Apr 23, 2024

Firstly, when I tried to log on to their website it said that my account had migrated and to click on a link which led me to a page not found. When I eventually got on to my account I tried to cancel my order (since they had increased the price without telling me) however, there was only the option to change the delivery dates but no option to cancel.

I spoke to someone on the web chat who agreed to cancel my order, I also emailed customer service twice but no reply. The order was not in fact cancelled but instead delivered days before it should have been..mmmm

I would definitely not recommend this company as I think, in my opinion they are very unprofessional and their tactics dubious.

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Preferred solution: Apology

User's recommendation: Avoid!!

Resolved
Anothony Efn
map-marker Huddersfield, Kirklees

Resolved: Complaint

Updated by user Apr 02, 2024

Company fixed the issue and I have been provided with apology. I contacted pets at home to which they gave me a full refund as I had only used a small amount.

Original review Mar 26, 2024
I recently bought large bag of wainwright grain free food for my dog after the first day she had loose *** which I thought with change of food is normal but no the food was making her hungry and loose pooo every hour this food was not cheap and has made my dog extremely ill . I have 3/4 of a bag left which I wouldnt give away in case it makes another dog ill . I will advise people not to buy this food , I do not normally buy from pets at home and should have realised something wrong with the very unhelpful assistant! I have now read reviews of this food which is all about how this food has made there dogs ill !!!
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User's recommendation: Stay away from this food

Jodeci Yga
map-marker Mansfield, Nottinghamshire

Unable to contact them

Guide dog has terminal cancer so therefore need to cancel future orders Also existing order is supposed to be click and collect but Im told it will be delivered by parcel post
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User's recommendation: If you need to contact them go somewhere else

Shane C Kdy

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Verified Reviewer

This Is A Company That Simply Refuse To Engage With Their Customers By Phone ! .. if you dont like chatting to a Bot .. BEST OF LUCK !!

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I wanted to discuss an aspect of my account that wasnt covered in Pets At Homes Q and A .. Try getting someone to talk go you from Pets At Home ! They are a joke !! Plenty of other Dog Food companies that do offer good customer service, and the ability to speak with a person ..
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Preferred solution: A phone call from a real person ..

User's recommendation: Find A Different Dog Food Supplier !

Resolved
Jason E Fzk

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Resolved: I did not get my 3 budgie sand

Please could tell keep me budgie sandvbecouse it was payed for I need it It in Aylesbury I got to have it because my budgie Nedd it ok please get pet home to keep the sand for me . I need it now ok
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Loss:
$11
Pros:
  • I want my budgie sand
Cons:
  • I want the budgie sand

Preferred solution: Deliver product or service ordered

Jana L Tfw

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Verified Reviewer

I have never receive product

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I have ordered robotic cat toilet, but never received!!! no comunication at all..they havent reply .
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Loss:
$45

Preferred solution: Deliver product or service ordered

Florabelle Tha

Defective lead

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Pets At Home - Defective lead
Dreadful customer service. Purchased a Kong extendable lead which snapped within 6 weeks! I was told they have a 30 day returns policy! I said but the product was faulty. They advised me to go to Kong direct! I have not had any reply from Kong. I only have a Cockapoo and the lead is for a dog up to 30 kilos! If I owned Pets at Home I would be concerned that I was selling customers defective products that could lead to an accident!
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Loss:
$20

Preferred solution: Replacement

User's recommendation: Don’t buy from here! Purchase from Amazon never had a problem with them

Peter S Qyz

I am unable to set up a new accout

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Needed to update my payment method for my account was unable to access my account was told to cancel my subscription and set up new account cancelled now i cant set up new account
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Preferred solution: Set up new account

Carolee Bmv
map-marker Leeds, Leeds

Delivery delay.

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Pet food order not received 3 days after stated date. Problem is using Evri. Have been a loyal Pets at Home customer for years but I am switching to Amazon in future and will not return to Pets at Home till they stop using Evri.
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User's recommendation: Avoid anyone using Evri as delivery partner.

Anonymous
map-marker Stourbridge, Dudley

Thank You!

I was in Wigan pets at Home store today to request exchanging a Halti dog lead I had bought from the store but I had unfortunately taken the wrong receipt. I just wanted to say the young ladies were brilliant and extremely helpful an absolute credit to the store. Something you dont see very often these days. Thanks again and keep up the great work!
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User's recommendation: Spot on service!

Anonymous
map-marker Glasgow, Glasgow City

Overpriced dog food

Why are Pets at Home allowed to charge £11 more for Purina ha 3kg than almost all other suppliers. This is wrong
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Lilian M Iuc

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Annoyed

Tried to look on website to order food . Cant get past I am a robot . Kept coming on , kept clicking on . After ten attempts gave up . Tried to contact them by email and guess what takes you to the same problem . Never mind they lost the money
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Preferred solution: Nothing

Sarahgrace Wee
map-marker Southport, Sefton

Excellent Service

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Dear Sir My granddaughter asked for a pair of gerbils for her 10th birthday I recently visited your Burscough Store in Lancashire I was dealt with by a very pleasant and knowledgeable young man named Nathaniel who explained every aspect of keeping gerbils in a most detailed way Having managed my own company over many years I am fully aware of the need of good customer relations and acting in a professional and caring way I do trust that Nathaniel will be notified of my comments in some way as he is most certainly a credit to your company I initially knew very little about gerbils but am fully aware of the need of good animal management having kept and bred guinea pigs over many years It is most rewarding that your staff fully understand the needs of the animals they are selling Kind Regards Colin G Jenkins 0776222****
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Anonymous
map-marker Newcastle Upon Tyne, Newcastle Upon Tyne

I need help and no one helping me

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Pets At Home - I need help and no one helping me
My apps still not working that trying log in with melissaarmstrong039@***.com and it not helping what so ever and no one getting back to me
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Anonymous
map-marker London, England

Close my account

I was advised by customer services that to change my emails(approx 9 days ago) too close my account and reopen it. I thought I had done this but now have an order on its way. I have no idea where it will be delivered too. Live chat is not working message says it has blocked my chats. There is no phone number where anyone talks to you, just directs you to web page which is unable to help me. I would really appreciate someone contacting me to help,with this situation urgently
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Anonymous

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker London, England

Cannot seem to be able to contact pets at home.

Cannot seem to be able to contact pets at home.
My browser doesn't allow popups. No phone numbers are given. Tracking an in-store collection isn't helpful as it was last updated 5 days ago...though you must have the product because it's marked as dispatched. I want to plan my day and to do that, I want an indication of the time I can collect. Staff at the collection store (yesterday) don't seem to know which deliveries to expect for the next day. In this day, with the technology available to us, these basic communication type questions ought to be easy to answer. My order number is 11778****
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User's recommendation: Not sure I can advise as I need the store people to give a customer services phone number of someone who can actually help answer about progress of an order.

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