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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“Subscribed to the Flea Treatment monthly by post, after 2 weeks I still hadn't received anything at all, for 3 animals. Entered a live chat with PaH and they couldn't tell me why. They took the money from my account though. Have now cancelled the subscription. Rubbish service PaH. Avoid them and spend your money elsewhere, somewhere reliable for a start.”

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Posted 3 years ago

“Excellent customer service at the Edinburgh newcraighall branch. Valuable advice on the care of some Oranda fish l had got. Thank you so much.”

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Posted 3 years ago

“Excellent customer service and really friendly and helpful staff. Valuable advice on the care of my oranda fish, l recently purchased from the Newcraighall branch in Edinburgh. Highly recommend. Keep up the good work.”

Helpful Report

Posted 3 years ago

“Pets at home vets Beware they do not care about animals just money in the accounts they ripped me of on tick and flea medication sold to me for £46.00 and the same Brevecto can be purchased on line for £16.00 and Medacam oral Suspension £20.82 and the second vet charged me £3.15 as the Rixexine antibiotics that was subscribed for £80 did not work and they wanted to charge me another £235.00 to sedate him and flush it I spoke to another vet who advised me no need to flush and prescribed Matacam again £3.15 The young greek vet Pavious Lerokipidis didn't even touch my puppy he was so not interested and stand offish all he was more interested in was checking if he was micro chipped and saying if this does not work it will cost you about £150 - £300 no euphony how can you be a vet when you don't even want to touch and care for an animal”

Helpful Report

Posted 3 years ago

“I ordered goods on the 11th of November, it is now the 1st of December and still nothing. Several emails, a different order number and still nothing. Their tracking system does not work and dont make me laugh about deliveries in 4 days. A complete waste of time”

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Posted 3 years ago

“A huge thank you Cindy and team in the Exeter store who today have gone above and beyond to help me with my little pre-loved Jack russell x Yorkshire Terrier who is 13 years old. Being a Sunday they managed to squeeze (she's not big 😉) her in for a Vet consultation very last minute. What fantastic service.”

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Posted 3 years ago

“Very disappointed! It said on your website item was in stock and could be click and collect at chosen store! Maybe you should review why your website confirms this action before you take me to payment! This whole experience with Pets at Home has been very frustrating even trying to get through to few stores to check if item was available in store.”

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Posted 3 years ago

“I have a cockapoo they have completely shaved all his beautiful fur off, he looks terrible , I almost cried, he looks awful, everyone cannot believe that a groomers could do such a terrible job, I have had to buy him a coat because he looks so bad. There is one star. Because it would not let me write how terrible this place is in Exeter. He has bits of hair all over the place . You have completely ruined my beautiful dogs coat. You should be shut down. Please don’t take your pet to this terrible groomers. I think my grandchildren would have done a much better job. This cost us £45 . I would like my money refunded.A.S.A.P.”

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Posted 3 years ago

“I phoned the Horwich store to ask if they are selling hampsters and was told yes. My son and 9 yr old twins stood in the queue for 30 mins to be told only 2 can be allowed entry. He had 1 hr before been to the Leigh store who did not have a problem with this. I have just spoken to the manager who said we are not supposed to be selling pets anyway. Just makes you think, they are all show sticking to their company protocol at the front of the store but will break government rules when it comes to making money. Shame on your Pets at Home. By the way, the little boy you turned away has just gone into remission from Leukemia. You tried to tell me on the phone that 2 only in the store was government rule.I spend a minimum of £60 per month in these stores, guess what, not any more.”

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Posted 3 years ago

“Big shout out to Chris at North Sheen Pets at Home after I'd walked a mile to collect a hooded cat litter tray, then walked home, only to find the flap had broken. I phoned Chris at the store and he had another one ordered then couriered to me in less than two days. Very impressed!”

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Posted 3 years ago

“Cat litter - great product, great service, good price. However ridiculous packaging. The plastic bags are good enough to slap an address label on. Instead of which these 30kg bags were put in boxes which broke and fell apart and were impossible to lift ....and now we have to get rid of this pointless cardboard which wasn’t needed.What a waste!”

Helpful Report

Posted 3 years ago

“Used the veterinarian service and the vet didn't seem very much like an animal lover. Willing to send an animal away without treatment.”

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Posted 4 years ago

“Customer service is really bad and the online store is really slow and the advisor's on the live help feature don't have a clue what they're doing”

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Posted 4 years ago

“I went into Pets at home (Bristol)and bought a box of Advantage cat flea treatment 4kg plus for £21.50 I then came home and have found I can buy the exact same box online for £9.89 . Will not be returning to store.”

Helpful Report

Posted 4 years ago

“I have recently placed and order with Pets at home 'On line' the items have been delivered two days before anticipated date Were cheaper than the Company I've been using for Nine years (Zooplus) and the tins we delivered well packed in the boxes as supplied by MPM the UK distributor 24 156gms per box Will definitely use again free delivery free delivery Zooplus have lost their way putting profit before customer satisfaction. I Have closed my account.”

Helpful Report

Posted 4 years ago

“Ghastly place, short staffed, no social distancing at till. Refused entry at Llanelli wearing a face visor which is far superior to a material mask. Will never return”

Helpful Report

Posted 4 years ago

“The Groom Room gave me a cancellation appointment for my dog. He is a large breed and I have used the Groom Room in the past, it was a Saturday and I just needed somewhere close and local. I spoke to a woman on the phone and explained that my dog has anxiety at the groomers, mostly due to being left alone in a strange place often put in a crate. She reassured me that he would not be left or put in a crate, that they were quiet and would have the time to make him comfortable. Having dropped the dog off and having spoken to a different lady at the counter about my dog and his anxiety, I swiftly left them to it. I asked that he not be left in the back room and definitely not in a crate – they would call me 10 mins before he was finished so that he did not have to be left out back. Fab. As anybody who visits the Redruth store will know, you can see right through to the groom room from within the store, so I lingered to make sure he settled (out of sight of the dog). What I saw was the very same lady I had just spoken to, walking back to the front desk on the phone WITHOUT MY DOG who was left out in the back room. This was within the first minute after our conversation. Immediately he was audibly distressed, his frantic barking echoing through the store. I watched and waited for many minutes before asking another member of staff to go and check on my dog, I couldn’t bear to hear his distress any longer. By the time the other member of staff had retrieved him, he was beyond recovery, as was I. Now, I am not a fussy dog owner, I put no frills on my large dog and his annoying ways HOWEVER, I have left my dog in the care of the Groom Room and I expected them to have listened to my request and acted upon their promise – not unreasonable. What I picked up within those first 10 minutes of his appointment was a visibly distressed, frightened, shaking dog. This was solely due to the fact that he was left alone in a back room within one minute of arriving for his appointment in a strange place, unacceptable behaviour given my explicit requests (that the groom room agreed to). As owners WE have to deal with the repercussions of inadequate care, put right the wrongs of establishments who do not know how to engage, care for or soothe anxious pets. So my issues are as follows: Why after two conversations with staff was he left in the back room alone within one minute of my leaving? After hearing his distress why did staff not make it a priority to check on him, instead continuing the phone call through the terrified barks of my dog? Was the phone call more important than the wellbeing of my pet that I left in your ‘supposed’ care? The phone call continued for many minutes through the cries of my pet. Apparently, the member of staff was on the phone because her boss told her to take the call and no other staff were available as they were on lunch (at 3pm) – I needed to take it up with the manager…… She did offer to continue the appointment, but I was too cross and upset with the shaking anxious dog I had retrieved, I couldn’t leave him in their ‘capable?’ hands again. When I made this clear, the lemon she was sucking became very obvious. My advice, don’t sit and listen to an animal in distress and then pretend to be professional, you are not. Nobody who gives a rats arse about animals would have sat through that situation on the phone, continuing the call. You should have ended the call, offering to call back once the animal in your care was at ease. After talking to the manager, I am not sure who to feel sorrier for, both he and his staff had so many excuses, its hard to decide. A) The member of staff left on her own in the Groom Room who sat through the annoying noise without a thought to the welfare of my pet – she must hate her job/ or pets/or both. Very little in the way of heartfelt apology, more avoidance of responsibility and she even tried to tell me that I was making her “feel really bad” AAAWWWWW  B) The new boss apologised for his lack of knowledge of how the Groom Room runs, he “shouldn’t have made her take the call when she had an appointment”. Apparently, he did try to calm my dog whilst in fancy dress for Halloween but to no avail. No wander my dog was petrified – wigs, blood, face paint on staff as well as our much needed Covid masks. Freaky for a human let alone a dog. The manager has only been there 3 weeks so does not know “how things work” apparently. He also managed to not hear the cries of my dog? Now, as my friends know, I am VERY hard of hearing and wear aids. If I could hear him with my cloth ears – the manager definitely should have! He also pointed out that due to Covid, they are short staffed – and that created this situation because?????........ Thanks to the wonderful woman who felt my pain and said she would have been in tears if it were her pet and to the FOUR members of the public who heard the terrified barks of my dog and also voiced their concern to me. Although the Groom Room apologised, I will not be frequenting their business again (I am sure they are pleased to hear). This incident will have made a mark on my dog I have no doubt. It will take me a long time and the patience of my regular groomer to get him back to a comfortable and confident place.”

Helpful Report

Posted 4 years ago

“I've constantly bough fish from pets at home. I upgraded my tank to a larger one so bought a few extra fish for it. Bad idea as the fish all ended up with white spot. Treated with a white spot treatment from the store didn't work. Gradually some got well but not all lost my older fish and a few new ones. Then had an unexpected ammonia peak which got worse despite treatment and water changes. So completely emptied the tank cleaned everything and started again. Had water perameters tested after nearly 6weeks it was fine. Bought new fish found they had anchor worm. Now ones dead other looks ill and now I've had to buy treatment offline for £18. The fish didn't cost that much but the staff at our local store are brilliant. They have helped me sort a lot of problems out with helpful advice and I can't fault them. But unfortunately the store policy means that even if they wanted to refund or replace your fish they can't. It's such a shame for the staff I'm not surprised they get grummpy accasionly. Being told it's store policy not to replace fish that were sick when you bought them. Anchor worms live in the scales for ages so despite quaranteen they can still carry them. The warmer water in my tank obviously woke them up. Sad to say but I won't be having anymore fish from there as it upsets me when they die because of something they had before I bought them. Will still shop there for other products as the staff are great and understand what problems I have had with fish.”

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Posted 4 years ago

“Ordered online for delivery to my local store. Don't know when my order will arrive but it wasn't delivered on the day they said.”

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Posted 4 years ago

“Had to write this because had a very bad experience shopping here. Bought a couple of fishes and one had a problem then tried to return. Reply, "we don't do return or refund" but we're happy for you to buy and take your money! Buy here if you wish but don't expect customer service, refund or EXCHANGE .”

Helpful Report

Posted 4 years ago

Pets At Home is rated 2.1 based on 502 reviews