Pets at Home is a leading retailer in the pet supplies industry, offering a wide range of products and services for pet owners across the UK. The company specializes in providing pet food, accessories, and healthcare products for various pets, including dogs, cats, fish, birds, and small animals. In addition to retail offerings, Pets at Home also provides grooming services, pet training, and veterinary care through its in-store clinics, catering to the diverse needs of pet owners. The target market for Pets at Home includes pet owners seeking high-quality products and services to enhance the well-being of their animals. With a strong online presence at www.petsathome.com, the company facilitates easy access to its extensive product range, along with helpful resources and advice for pet care. By focusing on the welfare of pets and the satisfaction of their owners, Pets at Home aims to be a trusted destination for all pet-related needs.
Pets at Home generally receives high praise for its helpful and friendly staff, with many customers noting the pleasant service they experience in-store and online. Reviewers appreciate the wide selection of products and the well-organized layout of the stores, making shopping enjoyable.
However, there are notable concerns regarding order and delivery issues, with some customers reporting delays and problems with their orders. Complaints also arise about the treatment of animals, with one reviewer expressing distress over the loss of a pet purchased from the store. While many highlight excellent customer service experiences, others describe unprofessional behavior from staff, particularly in specific interactions.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 4.6 | 999 | 100% | — | ● Medium |
Monthly average rating from reviews written by people.
Not enough history for a trend yet: 999 reviews in 1 month. The chart appears once reviews span two months.
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
“Because everything is so well set out at the Wigan store and the staff are really helpful and pleasant when they see you”
“Evri has not delivered my tray of dog food, instead he dropped a parcel on the soil with a label for someone in Sherw...”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Pet Stores.
| Company | Overall | Legit | Service | Delivery | Website & app | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 4.6 out of 5 (good) | 100 out of 100 | 4.7 out of 5 (good) | 4.0 out of 5 (good) | 4.3 out of 5 (good) | — | 999 |
| 4.8 out of 5 (good) | 100 out of 100 | 4.8 out of 5 (good) | 4.8 out of 5 (good) | 4.5 out of 5 (good) | — | 1,100 | |
| 4.3 out of 5 (good) | 100 out of 100 | 4.1 out of 5 (good) | 4.3 out of 5 (good) | 4.0 out of 5 (good) | +2% | 458 | |
| 4.1 out of 5 (good) | 100 out of 100 | 4.2 out of 5 (good) | 4.5 out of 5 (good) | 4.0 out of 5 (good) | −33% | 407 | |
| 4.3 out of 5 (good) | 100 out of 100 | — | — | — | +1% | 249 |
Bottom line: Pets at Home is #2 of 5 on overall rating in this group. On delivery, Lyka Pet Food scores higher (4.8 vs 4.0).
999 reviews of Pets at Home. Filter by what matters to you.
I’ve just been helped by Paige S. on live chat, as part of my order was missing. She very quickly responded, and sorted everything out, professionally, and very pleasantly. 5* service, thanks to Paige.
My cat food order was not delivered, so I contacted the live chat to find out why. Not being used to on line chats, I found it a little confusing at first but I chatted with Kylie S. who sorted out my problem quickly and efficiently and my replacement order should be delivered tomorrow. Thank you Kylie! So, a good experience eventually!
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I spoke with Kylie S as she helped me deal with an unfortunate issue due to an item being stolen from my front porch. While feeling incredibly stressed out ( my cat is sick - the carrier I ordered was stolen) she was super friendly and very eager to resolve the issue. Thank you Kylie ☺️
The staff were very helpful, carried my heavy item to the car for me without any hassle which is important when you are not fully able bodied. I quickly found the item l wanted.
We had an issue with our on-line order, I was directed to the website, to a chatbot. Ordinarily I avoid these at all costs, however, after answering just one question to the chatbot I was connected to a member of the Customer Service Team - Lian D. A quick clarification of the issue (a missing item from the order) and Lian went straight to "solution mode", we agreed to re-order the missing items and before I could check my inbox the confirmation of the re-order was complete. It is often said that the test of a good company or service is when things have not gone quite right - Lian made sure we had the issue rectified quickly and very professionally, thank you to Lian and thank you to Perts at Home.
Fantastic fast delivery I did have a few issues which was sorted out very fast
Great and fast service. Satisfied cats.
Kacey answered my problem very quickly. And yes I would like to continue my flea treatment for my cat, Jet.
Savannah dealt with my issue swiftly and efficiently. Very helpful and because of this i will continue to shop there. It's nice to find a place where the staff actually care.
Went to the boucher road belfast store yesterday and today to pick things up for my sick dog the girl on the till and the other girl where both excellent helping me with exactly what I needed very friendly and helpful excellent customer service! Can you pass on thanks to them. My wee dog is home feeding and doing well. Thanks again!
Spoke with Alice T on online chat, she was very polite and helpful, instantly sorted the problem that I faced with the store. She helped restore my impression of Pets at Home, so value her! Thank you so much, Alice.
Friendly knowledge staff, pet friendly, lots of choices and the store is not cluttered ( Doncaster )
Pets at Home is a leading retailer in the pet supplies industry, offering a wide range of products and services for pet owners across the UK. The company specializes in providing pet food, accessories, and healthcare products for various pets, including dogs, cats, fish, birds, and small animals. In addition to retail offerings, Pets at Home also provides grooming services, pet training, and veterinary care through its in-store clinics, catering to the diverse needs of pet owners. The target market for Pets at Home includes pet owners seeking high-quality products and services to enhance the well-being of their animals. With a strong online presence at www.petsathome.com, the company facilitates easy access to its extensive product range, along with helpful resources and advice for pet care. By focusing on the welfare of pets and the satisfaction of their owners, Pets at Home aims to be a trusted destination for all pet-related needs.
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