Mobeen who helped me via live chat was…
Mobeen who helped me via live chat was quick with responses and very 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.
Mobeen who helped me via live chat was quick with responses and very helpful!
I rarely received damaged products & when I do receiving a refund has been quick & easy. I've always used the online chat function & had a response quickly without dispute. Always received refunds or replacements really easily & without fuss!
Just had a very easy returns experience, arranging for a courier to pick up my return at no extra cost. The live chat person was clear and practical. Quick and simple thanks!
Great customer service. Helped sort my delivery issue straight away very helpful and friendly.
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Always so helpful and kind in store and the home delivery when needed has always proved to be reliable, efficient and prompt. It is also a REALLY GOOD THING that with each purchase a donation is made to help with animal welfare - so, so important....
My live chat today with Rory W was quick and efficient, my refund was processed so thank you hence the 5 star. However… I received a 25% Voucher off your next order, great I thought… NO CODE on the voucher… had to waste loads of time contacting live chat on Saturday to try to get the 25% to be told I’d got to order, pay in full and then contact them again to get the refund!!! Crazy waste of time for them and me.
Ordered wet dog food! Didn’t get shipped to store. No communications. I contacted pets at home and been told no update on order. Offered to re ship or refund. Poor service, avoid
missing part of my order did live chat its quicker and seems to be best way to get any thing sorted explained to Mobeen that was missing some items aske if wanted refund or resent so as need the items ask for resend them for me its happened before but it gets sorted quickly either refund or resend the items missing live chat best way to contact them with problem as get through quite quick its only way i can shop on line as dont live near store shopping with them for years not many problems and if any problems they gets sorted fast on live chat so defo recommend them for your pest stuff
Evri has not delivered my tray of dog food, instead he dropped a parcel on the soil with a label for someone in Sherwood and left without knocking. This is not good enough and I want my order redelivered to the address I gave asap
Ordered dry dog food Next Day Delivery for last Friday and paid extra for Guarantee. Failed to arrive and DPD are still waiting instructions for collection so they can deliver it. 3 days later and still no contact and my dog is hungry. So tried to contact via Chatbox, it appears automated and does not accept or understand Free Text?????? Sent an email and guess what zero answer. They have been paid. They have therefore entered into a contract where they are obliged to provide this service.
always excellent service and good quality products. reliable.
Had a problem with a monthly offfer, but after some trial and error with a very helpful Lian D all was resolved, well, done Lian and thank you.
It’s always a pleasure visiting your Dunfermline store … it’s got a lovely cheerful atmosphere… The staff are helpful knowledgeable and always seem really pleased to see you… I really like it there ..
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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