Name: Pets At Home
Rating: 2.08

“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!”

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Posted 4 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.”

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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.”

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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”

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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.”

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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 .”

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Posted 4 years ago

“Hi, Isaac Dodder Doddington Dodson here. I came here to order a goat for my weekly visit to my satanic club. Unfortunately you do not sell these so i had to make do with a cocker spaniel. The grand wizard at the sacrafice was not pleased and he revoked my memebership. I WILL SUMMON THE DEMONS OF HELL ON EVERY EMPLOYEE AT THIS STROE YOU HAVE BEEN WARNED ALAKSHABAMAKSHABA. yours truly Isaac Dodders Dodington the 8th”

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Posted 4 years ago

“Very poor delivery service, they have lost half my order which was due today. The first half came monday. Went to check the email again which said track order and now the link doesnt work.”

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Posted 4 years ago

“19th Oct Workington branch, told 13kg bag of RC urinary s/o @£54 not available from supplier, could get me 2x7kg @ £88.95 had no choice had to order. 23rd Oct RC confirmed that there was never a shortage of 13kg bags Have I been conned of £35 ??”

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Posted 4 years ago

“Trevor in the Ballymena store serviced me tonight and couldn’t of been more helpful talking me through changing over my dogs food. Went out of his way and give me great info!”

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Posted 4 years ago

“Online always good. Customer service very helpful and prompt. Would strongly recommend”

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Posted 4 years ago

“Excellent, Professional and Friendly service. My wife and I were very happy with the service at Cramlington branch Pets at Home. We were served by Casey and Declan they both went out of their way to help us. Nothing seemed to be too much trouble for them; while Casey found the exact product we were looking for, Declan helped us download the Pets at Home VIP app, which got us 10% discount.”

Helpful Report

Posted 4 years ago

“Excellent, Professional and Friendly service. My wife and I were very happy with the service at Cramlington branch Pets at Home. We were served by Casey and Declan they both went out of their way to help us. Nothing seemed to be too much trouble for them; while Casey found the exact product we were looking for, Declan helped us download the Pets at Home VIP app, which got us 10% discount.”

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Posted 4 years ago

“Brilliant customers services at Pets at Home , The Groom Room , Clevedon Somerset. Two girls there did a brilliant job grooming my very heavy coated , shepherd malamute cross . He looks amazing and reasonably priced for the amount of work needed . Special thanks to Maisey and Georgia for an excellent doggy makeover , Jake says thank you for his spa day .”

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Posted 4 years ago

“Appalling customer service in Richmond upon Thames. They refused to sell a syrian hamster because they didn't approve the cage I bought from their website. The cage was clearly suitable for a syrian hamster at it mentioned on the box, however they insisted it was either their own cage brand or no hamster. In my question, "how you insist that a cage from a big company is not good" the response from salesperson and manager was, "we sell various products that are not as described and you need to ask our staff". Never visiting again...”

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

Pets At Home Reviews