Friendly staff
The groomers and all staff are very friendly and helpful.

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.
The groomers and all staff are very friendly and helpful.
Ordered a bulk bag of dog food with Pets at Home as they had the best online price and makes it far more cost effective than buying lots of smaller bags. It was due to be delivered in time before we ran out, however on the day it should have been delivered, the tracking updated to say the parcel was larger than expected and needed a specialist courier, and this was in hand. I can only assume Pets at Home gave the incorrect weight initially. We were very low on food by this point, so I had to go and order a small bag to keep us going. Days went by and there was no further update, twice I tried to contact Pets at Home and had no response at all, and still haven't. I then realised it was clearly going to take longer than expected to sort the issue, so had to go and buy another larger bag of food from a local shop at significantly higher price per kg. The delivery finally arrived almost a week later. Still radio silence from Pets at Home, and having bought through them to save money, I am now out of pocket. Not great customer service.
Very helpful staff. Good choice and quality of products.
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Very patient and helpful with hood advice which helped me a lot
I had an issue with my scheduled repeat online order and I used the Live chat option. Michael O speedily resolved the issue and my order should be arriving tomorrow.
Order delivered faster than expected. Store staff very helpful at collection point.
Knowledgeable and friendly staff, great store layout, competitive pricing on goods and Pets allowed in store.
The staff are very friendly and helpful
Great choice of merchandise and helpful and friendly staff.
I dont know what's happened to this company but it's gone from great to awful. Ordered food to be collected. 5 days after it's due date, it's still not arrived in store. Absolutely zero communication from them to update or apologise, other than emails apologising AFTER I'd contacted their useless chatbot. Their customer service "rep" online only phoned the shop to see if my order was there - I'd done that myself! I had to ask how to make a complaint as there is no way shown on the website. Eventually got an email apology and a £20 voucher but still no update on my order. I've cancelled and will get my pets special dietary food elsewhere. I feel sorry for the poor shop staff who told me that since they've recently stopped having deliveries to their shops each day, they've had a lot of complaints like mine and a lot of angry frustrated customers.
We decided to order some essentials for our new expected pup, the shop had a great selection and we took advantage of the generous 10% introductory offer for pets club recommended by an advisor in store. After ordering, we had quite a few issues with deliveries made through EVRI including the wrong parcel arriving and one severely delayed. I understand this is EVRI's problem but they were unable to help. Frankie W on the click to chat service for Pets at home did a FANTASTIC job of solving our issues, arranging premium delivery and compensating us. They were polite, helpful and very efficient. Great service (just try to avoid the evri delivery option)
Very satisfy with Veronica addressing my concern about my repeated order delivered to the wrong address and sorting out a new order for my dog does not go one day without food, happy with the fix of the issue
Very helpful and well informed staff. Good range of products, and well set out aisles. A delight to shop here.
Had an issue with an overdue order...on this occasion I had a great experience with Pets at Home replacing the missing items.
I’m only giving a five star review because Rachael’s help today on the live chat was polite and efficient. But I often have issues with my online orders from Pets at Home and it wasn’t all that easy getting through to a live agent/human being in the first place.
Mobeen was very helpful and quick with dealing with my query I am hoping this time my order does arrive!
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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