Pets At Home Reviews

Name: Pets At Home
Rating: 2.09

2.1 Rating 502 Reviews

25 %

of reviewers recommend Pets At Home

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2.1

Based on 502 reviews

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

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Pets At Home 1 star review on 13th November 2024

"My partner and I have two dogs so we decided to sign up for the flea, tick & worm treatment subscription as this initially sounded ideal and really useful. Unfortunately after a few months and after skipping 1 month, the deliveries became really inconsistent. For months we didn\u2019t get any delivery but no payment was taken, however this followed by one month we did not receive our order although the payment was taken, and there were two subsequent months whereby the payment was taken although Pets at Home had assured me the payment had been suspended and no product was received. In all fairness, PAH did ensure to resend the product out on one of the months when we did not received the order, but I was really surprised by them continuing to take payment given the ongoing issues I was raising with them and waiting for them to resolve, and after being assured it was paused. All in all, I have paid for two months worth of subscription which I have never received. \r\n\r\nWhat has led me to make this review is the ongoing difficulty I am having with the \u2018customer service\u2019 team and trying to obtain my refund, which I am LEGALLY ENTITLED TO. This is two months of my months which PAH are illegally holding onto. \r\n\r\nWe are now going on 4-5 months of attempting to secure my refund. At this point, PAH customer service has been disgusting - I hardly get any replies to my emails, i get no emails when I am promised someone will get back to me in X amount of days, I am unable to start a live chat on the website as it says \u201cit looks like an agent has blocked your chats\u201d, and I have been promised on two occasions that the refund has been scheduled and would be cleared within 10 days, but of course I never receive any refund\u2026 I have offered to send my bank statements to customer service to evidence that I am not lying about this, but I only get arsey responses. I have asked to make a formal complaint, but this seems to be glazed over and ignored - it is simply not good enough.\r\n\r\nPAH have evidenced their clear lack of respect and care over their loyal customers. In a time where finances are hard, the money being kept from me is valuable and I am really disappointed by the way I have been treated. I\u2019m fed up of receiving \u2018apologies\u2019 as these are empty and does not resolve the ongoing issue. I am not going to be a customer that goes away. \r\n\r\nI have had multiple animals and always shopped with PAH but I will never be giving my money to such an awful company again. My family and friends are also very surprised by PAH response and will be boycotting the company."

Pets At Home 1 star review on 10th January 2024

Sarah Mitchell

Pets At Home 1 star review on 6th December 2022

Anonymous

Anonymous // 01/01/2019

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“Was looking to buy API products for my tropical fish tank and was excited to see buy one get second at half price offer, however, the products are double the price compared to a large number of other online sources, prime example is Amazon who even offer same day delivery. This seems to be completely misleading bordering on fraud.”

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Posted 4 years ago

“wainwrights food has been changed and made my dog ill. They have changed some of the ingredients without informing the public. (have now put sign up in store). shop staff very helpful but customer service an absolute disgrace.”

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Posted 4 years ago

“Bad service and inexperienced stuff.”

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Posted 4 years ago

“I have been a fish keeper for 25+ years and I was disappointed to see the neglect of all of the fish. Literally every tank had a carpet of uneaten food and multiple dead fish due to the ammonia produced. When I questioned the staff member he told me that it was company policy that they are fed 3-4 times a day and he just dose it so that he can tick all of the boxes on his check sheet. Vary arrogant until I showed him pictures of my 350 gallon setup with freshwater stingray &Asian arowana. He gave me the name of the person who came up with the policy and I told him that I was going to do my best to get answers and I would be reporting them. I actually ended up buying 2 shrimp just so that I could test the water and my prediction was correct, massive amounts of ammonia resulting in poor quality fish that wont last many days. Its vary annoying when they judge people and give an arrogant questionair to see if your worthy when they're clueless themselves. I suppose this is the problem when you employ people without experience and then just send them on a course.”

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Posted 4 years ago

“Such a bad place to go bad staff and management by the look of it.Got eye rolled by the person serving me because I asked where a item was.My dog got fed a treat when I even said no very bad service will never come back again.Couple friend’s daughter said she got bullied by manager not happy at all.”

Helpful Report

Posted 4 years ago

“Went in for 1 goldfish. I have kept goldfish for many years, have a very good sized tank, a good filter system etc etc. After telling the shop worker which fish my daughter wanted, we were grilled for many minutes by the young teenage shop assistant about the size of our tank, demanded to show her the exact size via the tanks in store. (Ours is one of their larger tanks). We were then told that this tank was not suitable for 1 goldfish!! Yet they stock the exact same tank for one goldfish! When I pointed this out and explained that we had bought our previous tank and fish from there, she was very rude and stated 'well you're not now'. I question why they are selling the tanks if they do not deem them suitable for fish and what size do they actually expect one to have for ONE goldfish. I will most definately be going elsewhere from now on.”

Helpful Report

Posted 4 years ago

“Please don't buy any pets from Pet's At Home. The conditions of their stores are honestly barely legal. Many animals are kept in cages that just meet the minimum of the requirements (the legal requirements are small and aren't the best for prey species as it is). In some stores Syrian hamsters are kept in groups although being solitary animals, Rats are in glass cages which have bad ventilation and can cause respiratory illness for the rats. It seems many other animals they sell also have health issues, most likely from stress. Also buying animals from many pet shops helps support rodent farms which are another variation of the puppy mills. So please don't buy your pets from Pet's At Home even if the prices are cheap. Try and support local, reliable breeders because you will get healthier pets.”

Helpful Report

Posted 4 years ago

“I've been a VIP member for several years now. But if ever having been unwell enough (due to disability) haven't shopped for a while have found my membership suspended and no promotional coupons received in the post! Tried to make a purchase with January's coupons on the day of expiry (31st) and found they ( £1.50 off a £30 spend & £1 off any bird food) brought the total below the £39 for free delivery! So added another item and this time coupons wouldn't be accepted so give up! Shopping elsewhere now without any more of this nonsense and lower prices!”

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Posted 4 years ago

“went to buy adaptil calm home defuser for our dog, £25.00, just before I bought it I checked on amazon,£15.50 with free next day delivery,questioned why it was so expensive and was told to buy it from amazon,staff not really interested,massive difference in price which makes me not want to shop there anymore,£1 or £2 difference I would have paid but that much,never again will I shop at pets at home.”

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Posted 4 years ago

“Don't buy hamsters from here! I have brought hamsters there years ago which ended badly as I was given the wrong information about pairing Chinese dwarf hamsters together and the Syrian I got was very aggressive. I thought I would give them another chance. I was wrong to do that. Went to buy a male Syrian hamster, the woman that sold me one was very nice however we had to go all through the cages as she didn't know which ones were males or females. As she was checking most of them were very aggressive, these hamsters were showing there teeth like they were hissing. After I brought one he was very scared and wouldn't move at all. 4 weeks after I got him he unexpectly died. My freind also got a syrian from there and it is very aggressive to the point she couldn't put her hand in there without it trying to bite her. The hamsters there come from poor breeding backgrounds were they do not care about their welfare and are shipped out as soon as possible for people to buy. Do not support their industry. Don't buy animals from them.”

Helpful Report

Posted 4 years ago

“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.”

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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!!!”

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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".”

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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.”

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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.”

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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.”

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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 .”

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Posted 4 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”

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Posted 4 years ago

Pets At Home is rated 2.1 based on 502 reviews