Great pet shop
Staff are always friendly and helpful, and know my dogs by name.Good knowledge of product range and always ready with helpful advice if required

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.
Staff are always friendly and helpful, and know my dogs by name.Good knowledge of product range and always ready with helpful advice if required
Lian D was extremely helpful when we had to deal with a sensitive situation. He went above and beyond to help and we are very grateful.
The customer service is brilliant, the staff are so knowledgeable, and patient
Very good service
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The member of staff who helped us find the items we needed for our daughters cat who will be staying with us for quite a time - ie cat litter tray with litter compost, bags etc was very helpful and she stayed with us as we looked around for other items such as a collar, biscuits etc. The whole experience was made easy and enjoyable.
Pleasant helpful staff good prices with the products I require
I have a repeat order set up on my Pets at Home account. Usually the order is delivered with no problems. My most recent order was sent back to the warehouse and I received a message from Evri advising me to contact the supplier as the package was damaged beyond delivery. I popped into the local Portsmouth store where a very helpful staff member advised me to use the Live Chat and navigated me through the PAH app to find it. I found the Chat easy to use and was eventually passed to a PAH agent so I could arrange redelivery of my order. Lian D was the agent I chatted to. I found their responses to be clear, easy to understand and helpful. Lian arranged for my order to be delivered next day delivery. A straightforward process with a satisfactory outcome. I'm very happy with the customer service provided and to resolve the matter so painlessly.
Have used Pets@home for years, both online and in-store and have always had an excellent experience. I have taken various pets instore over the years and they always enjoy their visit. Great range of items and items not in stock can be ordered online with free delivery. The subscribe and save online options is superb for larger items being delivered monthly.
I’m absolutely disappointed with your new pricing policy in your Groom Room. We have been bringing our dog for the last 5/6 years and we have found it brilliant, the Groomers are all amazing with our dog and do an excellent job. But this new policy of changing an extra £10 for every half an hour is just an insult, where unfortunately we will not be coming back!
Thank you to Jane S for sorting out my situation in such a speedy and understanding manner.
Use the live chat service today first it was a AI bot But as the question was more complicated, I was passed to a member of staff on the live chat and we work through the problem and she was really helpful. Thank you very much SAIMA K
Excellent. Had a.cut and wash pamper for my Westie and the treatment was as normal my dog always has a good time with the girls and have no problems
Shocking service from start to finish. Ordered a hutch on next day delivery. Three days later it arrives INCOMPLETE. They promise another one next day, that’s now not arriving today and I had to hear that by chasing the courier company!! Will never use Pets at home again!
friendly staff, good prices , floor plan of store easy to find things
Emily h helped me straight away my dogs are having a reaction to the winalot 40*100g pouches Emily said I can book a return or go to my local store and they can exchange for the one I need very happy and wished my dogs well lovely friendly quick happy 😁
Your store at burscough is always very helpful & informative ,always willing to help & offer good advice & also very friendly staff
Quickly response and problem solved. 😊
The dog biscuits I wanted was empty, I wanted them as my friends dog can only have these ones. Asked the ladies if these was anything I could get for her, one of the ladies went and brought a box of the biscuits that I wanted and both her and another lady filled a bag of them for me. They were so 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.
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