Pets At Home Reviews

Name: Pets At Home
Rating: 2.08

2.1 Rating 513 Reviews

25 %

of reviewers recommend Pets At Home

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2.1

Based on 513 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Telephone, Live Chat, Email

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“A male member of staff was very rude and abrupt after we realised we needed a water bottle instead of a bowl for the gerbil cage but then swiftly criticised the amount of substrate in the glass gerbil cage which was actually higher than what the gerbils had currently got in the cage in store but that aside after seeing the picture properly of the cage on our phone then appeared to say it was actually ok but never apologised for how rude or abrupt he was to my 13 yr daughter which was very unnecessary and then to not even apologise I was stunned when they returned home quit upset”

Helpful Report

Posted 4 years ago

“Very Poor Service Terrible Customer Service Rude Manager Groom Room Loughton 12/1/20 Last visit I was Asked to pay before my dog received a full groom, VIP treatment and nail clipping. On picking up my dog I wad asked to pay again. My dogs eyelashes had been cut which I had specifically asked not to be done. Told they will soon grow back. On returning home it was obvious his nails hadn’t been cut. As we were going on a long holiday and my dog was off boarding I thought I would bring this up at his next apt. How wrong I was!! Today, I’ve been told in store they have no record of his last visit so can’t confirm his clipping wasn’t down. Extremely rude Manager said she wouldn’t clip for free as I should have complained at the time and I couldn’t prove it hadn’t been done. When I pointed out she couldn’t prove without records it had - and I had been asked to pay twice, she said that was poor communication. When I asked her to accept poor communication was then probably at play in his nails not being clipped she said I should have complained at any time between visits not when booking. I do not appreciate the suggestion that I’m a liar, or trying to get a free nail trim. When I said I would not stay because of her attitude and poor customer service, I demanded a refund. She gave me £10. when I said it was the nail trim that had not been done she refunded another £8 without a word. Question, why would you not do the trim for free as requested, call a customer all but the word liar, and provide such poor customer service, but then refund the money if you didn’t believe the customer had a valid complaint. Instead of her profits being £12 up today for his eyebrow trim, her till is now £18 down in refunds. And as a dog boarder I will be telling my customers to stay well clear of this disgracefully managed groom room.”

Helpful Report

Posted 4 years ago

“The Grooming at Pets at Home (Woking) - booked my puppy cockapoo for a cut (1hr) . When I went in, I was told it was for grooming only. When I complained, she said she would tidy up the fringe. I popped out and when I came back to the store 40 minutes later to buy puppy food whilst I wait and noticed that puppy was waiting by the door with an awful hack job on his fringe! there were tufts of hair long and tufts of hair very short - looked like a scary frair tuck! I waited for 20 minutes thinking she was to still groom him, but nope! She stood twiddling her thumbs and my pup waited by the door. After the 1hr, he still looked the terrible when I went in to pick him up. When I asked to book for a cut, I was told that "As he is a puppy and moves around a lot, it wont be a good cut". Really!?!? for around £45 for a cut, you are telling me it wont be a "good cut" because the puppy moves around??? I was shocked! How can a dog groomer not handle a puppy? Came home and went online to complain - no email for customer service, the chat window shows "Your position is 5 with an expected wait time of < 1 minute" for the past 20 minutes." Thoroughly disgusted!!!”

Helpful Report

Posted 4 years ago

“Groom room in Greenock totally ruined my bishon with a brutal hair clipping. It will take months to get her coat as it should be. It's really upset us to see how she looks. I was just told "it will grow back".”

Helpful Report

Posted 4 years ago

“Attended our winter assessment as part of our Complete Care Plan monthly payments. Sour faced woman we struggled to understand asked questions. I mentioned our high pedigree young dog had been a little bit sick during the night because some new treats didn’t appear to agree with her. The woman went into overdrive! I asked her to have a quick look in dogs ears, she had an infection 5 months earlier, I had been treating the ears with Johnson’s ear wash weekly to keep them clean. The Vet immediately criticised Johnson’s products. She looked into the ears and said they were inflamed:(This was a lie an independent highly qualified Vet looked at ears very clean. No inflammation Kept clean with £4 Johnson’s ear wash) But said we could buy one she recommended £36 ! Johnson’s ear wash £4. I reluctantly agreed feeling guilty I had failed my beautiful little dog. Well the woman’s face lit up ! We talked about another ongoing issue with dogs paws ( very classic issue with Westie) again the Johnson’s product she said was Toxic probably making dog sick ( I hadn’t used it for 3 weeks!) So asked us to buy disinfectant shampoo £21 looked at my husband who shrugged and we reluctantly agreed. Then we were told Dog couldn’t have booster she was too ill !! Temperature was normal, she was eating, happy what was going on.? Apparently a lot, this vile woman had tricked us to potentially buying products and as such the assessment was now a consultation. She went on to say “Dog too sick, no booster now you pay consultation fee” “ next week bring dog back, appointment be consultation again and you pay booster” “ if dog sick again could be pancreatic Disease need more tests” Smelt a foul rat Now; refused to buy products: refused to pay consultation fees. Found new Honest Vet. Our experience was Disgusting. Wrote to CEO he hasn’t even acknowledged my message: sent copy to Johnson’s CEO they have responded. What does that tell you.”

Helpful Report

Posted 4 years ago

“I went to pets at home yesterday, for my Pomeranian dog. I was utterly shocked how the workers was. I showed them an picture of an haircut of what my dog got before and they looked shocked, because I don't think they could something like that... So It came to the point when the person said 'I can't cut him' 'his tongue was turning blue' 'he was biting me'. Our dog here is an friendly dog he would never bite someone unless being harmed he has been to another haircut place and never had an issues but when he went to pets at home there was an issue, the fact was they only cut 4 of his paws and washed him but did not dry him properly and made him catch an cold, which also costed '£20'. When she could not even cut him properly. I am not happy with that at all I will not be sending him to get an cut there again at all because I am guttered how they lied about an dog.”

Helpful Report

Posted 4 years ago

“Don’t ever buy pets from here . Brought 3 fish , all died in a month. Have many fish and am experienced with them . Put them in a new tank with other new fish from a professional fish shop. The ones from there all are very healthy and active . Then I noticed that they had sold me about 4 year old fish ! Based on their size and other trates DONT BUY AND SPRREAD THIS”

Helpful Report

Posted 4 years ago

“Halbeath Dunfermline Store Special Occasion Ruined. Unfortunately I had my trip with my daughter to purchase her new fish ruined by a very pushy member of staff. What should have been a special occasion became a very uncomfortable experience! After letting the member of staff know which fish we would like to purchase it turned into an inquisition about our set up before being made to feel we were taking too much time as there was a build up of customers. I would have expected the staff member to have at least asked if we required any advice rather than treating us like idiots before imparting every piece of aquatic knowledge she had upon us then proceeding to tell us how many fish we could purchase as our filter would not handle the 4 small platy we had asked for. After taking the time and effort to research setting up our new aquarium and setting it up correctly in advance ensuring we added filter active bacteria and aqua safe to neutralise the tap water, live plants etc and taking advice/discussing with experts at a few different fish suppliers that introducing 4 small platy and a snail into the tank would be fine. We were TOLD you can have 2 now come back for the other 2 next week, after not asking for any advice this was frustrating and made my daughter feel very anxious about the whole situation she then felt awkward about getting the snail after the staff member told her there would be no food in the tank for the snail even though I had informed her that I would be buying snail food pellets! We left without the snail. We are not new to owning pets and to be treated in this very condescending manner was uncomfortable especially after researching and taking advice from other fish retailers then deciding to purchase at my local pets at home store. This is our local store from which we purchase supplies for our rabbits, snake and cat. As you can imagine I didn’t enjoy being treated like an idiot and if I require advice I’ll ask for it. Unfortunately I will be looking for a new supplier for our pets/pet supplies I have been told there are good online retailers I’ll be giving them a try! Very disappointed a special occasion ruined.”

Helpful Report

Posted 4 years ago

“Went Hemel Hempstead store and Keri was so helpful . I had been in a fortnight ago to pick fish tank for daughters Xmas presents. She was knowledgeable and patient. Then today returned to buy and she couldn’t have been more helpful. She is a star .”

Helpful Report

Posted 5 years ago

“went into Pets at Home Rhyl for a dog harness, staff very friendly and I purchased a harness Julius K9 - excellent product, this has also stopped my young dog from pulling on the lead. Many thanks”

Helpful Report

Posted 5 years ago

“Went into the pets at home birstall, leeds branch to enquire about adopting some degus about two weeks ago and spoke to a lovely guy called Oliver, He was very helpful and informative about the degus available Tic and Tac. I immediately loved them both and felt welcome and looked after by Oliver so after I came back from holiday yesterday I went back to see if they were still available and they were so now myself and my partner have adopted them. We asked to deal with Oliver again because he was so professional and lovely. The experience we had in store was fantastic and Oliver is a credit to your team. Thank you so much Pets at Home.”

Helpful Report

Posted 5 years ago

“I ordered my pet food through pets at home. Received an email saying delivery on or before the 4th of December waited in all day on the 4th it did not arrive. I phoned customer services I was told there was a problem with dpd being delayed because of Black Friday I was assured it would be deliver the next day on the 5th. I received an email telling me that its not going to be delivered till the 6th. When I go on to “track my order” tells me it’s going to be delivered on the 7th. I had to Buy food from a different company as my supply was running she is very low. This is an unreliable company with non existing customer service! I will not use this company again! If you want pet-food delivered cheaper and delivered on time order from Amazon.”

Helpful Report

Posted 5 years ago

“Went to the Borehamwood would store to returned and exchange an item that another store had ordered. But ordered the wrong size... despite the item still been in the original package and a valid receipt the manager JOE tried to accuses me and my from partner from taking it off the shelf.. despite the fact the item had the delivery address.. I confronted him on this and he offered me a £30 refund and not the £60 Personally I’ve never been so insulted.. I have complained to Pets and Home Direct.. and awaiting there response.. this review does not prevent me from other stores where there staff behave in a professional manner”

Helpful Report

Posted 5 years ago

“order 1 ; to be delivered to store on certain date , get text confirmation ,then get text saying its ready to collect , then get text saying its not , I phone store they say delivery driver came to door didn't wait for answer and drove off …..much later in day get text ready to collect ….so I did delivery driver had come back Order 2; to be delivered to home address after lest nonsense, get text confirming delivery date and tracking number for delivery today ..track it says another 5 days! phone pets at home ..very sorry 10% refund and we shall get it out to you tomorrow ….tomorrow arrives and order does with £8 worth of goods missing , no note or information ….phone them up again oh we are sorry its out of stock shall have to refund you …….to date still awaiting x2 refunds . the service is absolutely appalling , don't know if its a new computer system or the delivery company but pets at home no longer do what they should , deliver the right stuff on the right day so I am off to Kennelgate after many years of being a pets at home customer ….how very disappointing but cant bear the hassle any more from something that use to be a simple process so goodbye pets at home”

Helpful Report

Posted 5 years ago

“Fantastic service and quality of groom by Shannon at Bretton. Have found her so good have followed her from Eaton Socon to Peterborough even though I have a store on my doorstep. Ben my Cockapoo is not stressed and seems to enjoy the experience with Shannon, who really takes pride in her excellent work. Rest of staff brilliant as well”

Helpful Report

Posted 5 years ago

“Went to PAH in Winchester Road Southampton and was served by Connor ...he was polite, helpful and a pleasure to meet ...give him 10 out of 10 !”

Helpful Report

Posted 5 years ago

“Tried changing VIP address 3 times. If you call, nobody takes it. If you chat online, it takes your details to spam you, but nobody contacts after. Just lies. Don't be fooled by this company! Can make an order to store, but they never tell you if it has arrived or not. And when they guarantee next day delivery, rest assured fortnight into it and you still are waiting. They are not worth the effort!”

Helpful Report

Posted 5 years ago

“I went in to pets at home in Godalming Surrey today, went to buy some fish and in every tank there was at least two dead fish also in one there was only 1 fish alive in about 20 others so I wouldn’t recommend anyone to go there to purchase fish, they obviously don’t care for them very well or pay attention to them as I had to let the worker know, to which he didn’t seem bothered. If you buy fish from here they most likely will be dead before you get them home. All other animals seem fine just the fish.”

Helpful Report

Posted 5 years ago

“Pets at home what on earth do they think of next with there remarkable PROMOTIONS. i spend an average of £100 per month and when i go in store with my cavalier i find there so called offers an insult to my intelligence by giving me a voucher for £1.50p .There are only two staff on duty on the till and chaos prevails as the staff are clearly under considerable pressure . Where has customer service gone ? is this the case in most of these stores.”

Helpful Report

Posted 5 years ago

“We have had continuing issues with Wainwrights Variety trays mature, blowing and rotten food inside the boxes. We have had three purchases of these boxes and every time there is an issue with food having gone off because the tray has blown, on one occasion three boxes were affected. Pets at home apart from one response giving us a complaint no. 1210461 will not respond to our emails - now standing at three! Reviews I have since read suggest this problem has been going on for several years, and yet Pets At Home apparently don't care if their food makes our dogs ill! Trading standards now been informed. In future I will not be buying any food from this store, they don't care and can't be trusted!”

Helpful Report

Posted 5 years ago

Pets At Home is rated 2.1 based on 513 reviews