Helpful online chat resolved my missing…
Helpful online chat resolved my missing order. Replacement being sent. Thank you Mobeen.

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.
Helpful online chat resolved my missing order. Replacement being sent. Thank you Mobeen.
We had a issue with online order. Contacted customer care? Rachel F sorted issue out immediately. 10/10 service thank you.
A damaged item arrived, so I contacted the chat and initially chatted to Evie - I tried to attach a photo of the damaged item but this didn’t go through so Evie sent an email for me to attach the photo but we seemed to lose the chat. I logged on again and got chatting to Jane C who quickly sorted me a replacement with next day delivery! Thank to both Evie and Jane C. This method of communication is very straightforward with quick results.
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Nimran S sorted out my problem brilliantly! The bot told me I couldn't cancel my order, only refuse delivery and then wait for a refund, but Nimran cancelled it and issued my refund in a matter of a few minutes. Without going in to a long story - I had ended up ordering two of the same product from different places so I was seriously out of pocket. Now I will be solvent again in 3-5 days (I hope!!).
Took my puppy to have his booster! Ask if they could cut his claws? While waiting I heard a lot of yelping they had cut to deeply with blood everywhere!! Poor boy Made excuses he tried to bite them REALLY he's had them cut a number of times with no problems? They tried to give me back my dog while still bleeding so after telling them this very unprofessional way for a vets they asked for my help OK! I told them put a muzzle on him while holding him wow really! Thankfully my boy is fine now! My advice don't get your dogs nails clipped at vets for pets Sevenoaks they are butchers
Always the staff go above and beyond
The staff are welcoming, helpful and friendly.
I do not have a phone with apps and for the past year or so I have not received any money off vouchers in the post. I think this is an unfair way to treat customers who do not have this technology. The girl serving me said I should get in touch with you as I spend a lot of money in your store. Thank you.
The staff are always helpful and take as much time as you need answering questions and giving advice and options.
Mobeen M was very quick to solve the problem. Please stop using Evri for delivery they either lose the order or take weeks to deliver.
I'd like to give a big thumbs up to Riley at Pets At Home in Grimsby,Excellent advice for my pet Monty last night,extremely helpful pleasant to talk to create advice.Also a big mention to Sade D.Lovely person and named after a wonderful artist. It seems you have a great team working for you.All enjoy your weekend. Kindest regardsvdarren.
Quick easy answer to my query. Thanks Sophie 😄
Ordered some food and cat litter as a subscription. The cat litter didn't arrive, and I was dreading being on the phone for hours, but actually used their online chat instead and had it sorted within 5 mins, no fuss! Frankie W was lovely and helpful!
Live chat claire c very helpful got it all sorted
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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