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

“Always helpful And knowledgeable. I get good deals for my dog and there is a good range. Staff friendly.”

Helpful Report

Posted 2 years ago

“Worst customer service ever!!!!! I ordered an item and paid for expedited delivery as I urgently needed it before I went away. They failed to deliver as per my payment and even though I warned them that I would no longer be in the country to refuse delivery, they completely ignored me. Now there is a parcel sitting outside my door with the risk of being stolen and I am also going to lose my 14 days return policy as I won’t be back to the country for 4 weeks. I will never use them again. They are the most unhelpful people ever!”

Helpful Report

Posted 2 years ago

“Went to Blackpool PAH to buy a little coldwater fish for my grandaughter. I politely asked an assistant to catch one in particular which was about 1" but grows to about 2" I was told. Anyway before she would get it she asked ... quite officious now .. how big is your tank. I tried to demonstrate with my hands a rough size and she shot me down sayibg that won't do as she wanted the litre size. I said I have no idea. She said unless I had at least a 60 litre per fish size tank then they could not sell me the little fish. Rudely and aggresively I was told she needed proof of the tanks size. She went to get the most arrogant rude 'manager' who told me the same thing. He tried to belittle me in front of other customers. I said to my wife lets go elsewhere and forget this. I said to the upstart this is nonsense and he turned to me aggresively and said ' did you just tell me to F..k off ?" In front of other customers with little children. I said "no I said forget this its nonsense and would not have sworn " He just turned away after trying to stare me out. Disgusted is an understatement never ever again would I ever recomend this awful place. Please be warned.”

Helpful Report

Posted 2 years ago

“I don't usually write reviews because, well, I have a busy life and let a lot of things go really. I feel this time, I'll make an exception. I returned a box of 'Johnson' Flea treatment to Beaumont Leys Branch of 'Pets at Home'. I had bought it on the advice of the sales assistant in store Two weeks earlier and used it as directed on my Three month old Pup. It didn't work at all, she still has Fleas. I had bought the product, as my Pup is under Three Kilos and I therefore could not use 'Frontline' which is what I use on my Cats, and thought I could use on my Jack Russell Pup. But no, on the advice of the sales assistant, I should buy the Johnson's product. On returning the product, I was initially told I could exchange it for something else, great, I thought, I need quite a few things today. I'm really pleased to have a 'Pets at Home' store a couple of miles down the road from me as I buy a lot of stuff for my cats and will also need lots for the Pup as she grows. They have a great selection of products. However, another member of staff came over and said they no, would not give a refund, or an exchange. I argued the point and he was very insistent, bordering on rude. I eventually said OK, fine. At no point was there an apology, an admission that they are selling a product that doesn't work, or any good will at all really. So, I won't be back there anytime soon, for sure and all over an £8 or £9 product (I can't quite remember how much it was , as I bought a few other things). But, in my opinion, which I might add, the member of staff vigorously argued against, it is basically selling a product that is not fit for purpose. I believe that to be against the Trades description Act. But no, I was clearly mistaken in this view. May I suggest some further customer service training for the staff might be helpful to keep customers like myself on board during these difficult times both for retail and their customers.”

Helpful Report

Posted 2 years ago

“Complaint 15/07/22 I would like to make a complaint about the recent encounter I have had with tow of your vets this week, I believe the attitude but most of all the treatment plan I was given is totally unacceptable and wish for a full refund and an apology I went on holiday at my cat Kia Jackson was put in a cattery, as he was there the lady noticed that Kai (Bengal snow cat) was drinking a lot of water and I should get some advice. I called my normal vets but unfortunately, they were fully booked up for the week, so I contacted my local Pets at home (Salford branch, Regent retail park) I arranged an appointment for earlier this week I think it was Tuesday, the gentleman who I saw was quite pleasant , I explained my scenario to him about the cats drinking and he instantly mentioned kidney disease , there was no empathy but I was a little shocked so just went along with what he suggested, he said he will take some blood tests , weighed Kai took his temperature and said he will contact me when the results come back with in 24 hrs. About 2 hours later he called me when I was driving and said that Kai had stage four kidney disease and the prognosis is poor and I should think about euthanasia, I was it total shock I broke down and cried, im not sure how I did not crash my car, he was relaying figures that did not make sense to me . He followed with that we could do further blood tests , an x ray and a scan and possible surgery but his prognosis was poor it would be upto me if I had the monies The first blood tests that I paid for included a urine sample, this totalled nearly £400 the next blood tests would be priced the same, the xray and scan another £500 and possible surgery going into thousands , I couldn’t take in all the information , he suggested I call back with Kai the following day and discuss it further which I agreed, so at this point ive just been told that my cat needs to be put to sleep, as you can imagine I was extremely upset . I called into the shop the next day and it was a different vet who saw me, he asked how he could help I explained I was asked to come in, he said he would check the records, and very bluntly said ahh yes hes got stage four kidney disease, he told you the prognosis are you wanting to put him to sleep? I was in total shock again, I broke down in tears, unable to speak, and said I needed time to think about all of this, I asked if Kia could stay with me for a few weeks, and he replied, unfortunately is days not weeks , I asked if I could spend the next few days with him and call on Monday to book the euthanasia , which he agreed , I left crying, at no point did the vet show any compassion I was left feeling terrible. I called my usual vet for advice, they agreed the information sounded harsh, and wanted to see the said blood results but I would need to ask for them to be sent to mount road vets (which they did) They called me back after seeing the blood results and due to how I was they fitted me into an emergency appointment today. I took Kai and we had a long conversation, she did not agree that Kai had stage four kidney disease as she said certain levels of the blood would be very high ( I cannot remember what one that she mentioned) she did agree that Kai did have kidney disease , but did not agree that euthanasia was an option for Kia at the moment, She gave me some drops to put on his food once a day Pronefra, and we agreed to keep a close eye on Kai and review him in three months and can contact them if I have any concerns. I left the vets a completely different person for a few days I thought I was going to lose my little boy and began to put things into action, but then to be told that this was nit the case has left me feeling extremely upset , annoyed and want to raise this matter to its highest level , as nobody wants to be told there pet needs putting down unnecessarily , If I had not contacted my usual vet I would be taking Kai on Monday to be euthanised by your vets. I hope that you can see the utter shambles of experience I have had, I would like you to look into this matter and give me a reply, if I have not heard from you within two weeks I will be taking my experience to the Manchester evening news I look forward to hearing from you”

Helpful Report

Posted 2 years ago

“Went to evesham branch to buy fish for my aquarium today. Apparently they don't sell fish on Thursdays!! WHY ?”

Helpful Report

Posted 2 years ago

“I've been recieving pets at home subscribe and save dry and wet dog food for some time. They use one of their "trusted" delivery partners to deliver orders. However the dry bags often have holes in them and the boxes are usually heavily taped and broken with numerous dented tins. I had overlooked this I assumed it was in delivery that these issues occurred. Recently I had to change flavour of dry food, pets at home cancelled my subscription with no notice and it would not allow me to update it on the website...I had to start new orders all over again. 9 days ago I attempted to order some live bugs for my bearded dragon, the first time I had tried this. I placed the order and got a confirmation email from let's a home with a " track you order" link. This link showed me the estimated delivery was the 01st July and that I would receive and email from their "trusted"delivery partner to confirm. I did not recieve an email and I waited and waited. Today I have tried to use the email and website to get help. Initially I spoke to a man on the phone, he took a while but said he couldn't help.and that I needed to call a number to speak to someone. He gave me the number 08003284204....an automated line redirecting you back tot the website and then hanging up....SUPER USEFUL GUYS THANKS. I then decided to try online chat. This man casually informs me it has been "lost" would I like a replacement or refund. However if I want a replacement it will take 7 days!?....My bearded dragon has waited long enough I think. Apparently that's their system and there's nothing more they can do....excellent, for someone who is disabled and cannot get to the shops whilst their housemate is on holiday for 2 weeks. THANKS PETS AT HOME... Are you really putting pets first? I find this service I have been recieving so unacceptable I will also be cancelling my monthly subscriptions for flea treatments, dry food and wet food for my dog....he deserves better than what Pets at Home are providing. (Order number) 91040981 This is real order/delivery and based on my actual service and experience. I'm sure they will respond making it seem like they are somehow not to blame but don't be fooled...they just want your cash.”

Pets At Home 1 star review on 2nd July 2022

Helpful Report

Posted 2 years ago

“I was told by an assistant in the Barry store, that it is illegal to sell me any fish because I don't have a phone number. These people are clowns.”

Helpful Report

Posted 2 years ago

“South Ruislip store not stocked up as everytime I go there they have empty shelves.I now get my dog feed from tesco and the same product there is a lot cheaper.All dog treats I now get from B&M all of which are rawhide free and again much cheaper,so I rarely use pets at home anymore,they need to be better on price and ensure they are well stocked!!”

Helpful Report

Posted 2 years ago

“Had my 5mth old Shorkie have the works in the groom room today £55.00. I was told he’d be ready in about 2hours. I went for a coffee 20 minute walk from pets at home. Left him about 9.30am, so I was surprised when I got a call to say he was ready to be collected in just an hour after I’d left him. I did say I thought you said 2 hours the reply was……….it can take up to 2 hours. Well if I’d of known, that I’d be paying £55.00 for a 1 hour groom, I’d of said no thank you I’ll have the £25.00 puppy groom. So I was totally ripped off, he had a basic puppy groom that cost me £55.00.”

Helpful Report

Posted 2 years ago

“I purchased 4 young rats which were kept at the store in very small ( too small) cages and within 10 days realised one was ill. I contacted the store who said because the purchase was more than one week old they couldn’t help. She died within two days. The store was unhelpful and unsympathetic.”

Helpful Report

Posted 2 years ago

“The vets at the Chingford store are nothing short of a JOKE !!! called them over 20 times during the day and calls go to answerphone , They also never call back !! When they finally answered i told them me dog was not well and i needed an emergency appointment to which their reply was ... We only see emergencies in the morning ! i was told i can bring him in and wait but good chance you wont be seen ! They are a disgrace and do not care about animals !!! The vets in Waltham abbey store is just as bad !! My daughters hamster was in a bad was and was dying and in pain , we called to ask if we could bring him in and put him to sleep ..Their reply .. Yes sure bring him at 7pm ...which was in 4 hrs time ! we took him to a different vets who helped us striagh away !!!”

Helpful Report

Posted 2 years ago

“First visit, Happy dog, wishes as to ear plucking noted n followed through. Also thanks to staff, dog taken to vets and antibiotics received, grateful for that Today... different experience. Attitude of one staff member could be better and resulted in feeling incompetent and a poor dog owner. Wishes from last appt ie ear plucking, not to, were not followed through today. Dog still Happy but shaking his head a lot. Me not so . Don't want to return for our 3rd appt. There is a way of speaking to people without them feeling like rubbish.”

Helpful Report

Posted 2 years ago

“Really poor and buggy website can’t log in. Try the app and asks for a membership card but they don’t send out a membership card anymore as it’s all in the app. Really badly thought out and designed. Even the reset password feature on the main site is broken and when you get the verification code it doesn’t accept it.”

Helpful Report

Posted 2 years ago

“I have had trouble getting your ava wet border terrier food I have gone all over the Essex area and further a field getting friend who live in Kent to get it for me there has been none in local stores for ages I was promised a delivery as a good will gesture but it. never arrived and no one gives you a straight answer to what is happening.,im very disappointed and frustrated by your company customer service has been shocking.”

Helpful Report

Posted 2 years ago

“Would NOT recommend! My dog eats the Harringtons meat, after purchasing online I collected via click and collect the box was falling to pieces and many of the packets was opened. I emailed expressing what had happened, the situation was dealt with only to have 4 packets (pictured) which of course I’m not giving my dog! Emailed over 3 weeks ago, no response, will not be purchasing my dog food at pets at home.”

Pets At Home 1 star review on 20th April 2022

Helpful Report

Posted 2 years ago

“My dog has spent 3 days in the vet and had emergency surgery after eating a beef rib from here which splintered into lots of small bits and caused a blockage in his small intestine. Selling products like this and displaying a small dog on the packaging is completely irresponsible. Cooked bone is extremely dangerous for most dogs so why is such a large company selling it. Unfortunately I trusted pets at home would not sell anything dangerous for pets however this is not the case. My vet says he’s seen this many many times and unfortunately my dog won’t be the last. These cooked bones need to be banned and taken off the shelves. I very nearly lost my dog and if it wasn’t for the amazing vet care team and 2500 pounds I would have. Please be careful when buying products for your dog from here, they’re not as safe as they may seem!”

Pets At Home 1 star review on 16th April 2022

Helpful Report

Posted 2 years ago

“Misleading poor advice! Made to buy all male fish, guess the outcome? 1 dead, 1 bullying another by nipping fins, 2 left and not happy, hiding, not feeding, guess dead soon also,done research and boy the so called expert dont know his fish from his ####, as they fight because they want to breed, ratio not correct to stop the bullying, expert claims he has all males??? Dont think so, fishy business going on here!!!!!”

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Posted 2 years ago

“Fantastic”

Helpful Report

Posted 2 years ago

“Ordered chick crumbs which was needed urgent paid the extra for next day delivery and it didn't arrive. Won't use again and their prices are very expensive but It was urgent so used them. I won't again”

Helpful Report

Posted 2 years ago

Pets At Home is rated 2.1 based on 513 reviews