sophie from customer service we great…
sophie from customer service we great in replacing my order when it got lost by the courrier. made is simple and easy for me. thank you

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.
sophie from customer service we great in replacing my order when it got lost by the courrier. made is simple and easy for me. thank you
My experience was so reassuring the staff are always helpful. I am not very techno savvy, so when I buy anything I just give them my phone and they sort out all the vouchers and any offers that are due to me, and don't seem to mind doing it, always patient and understanding, also, if I want any advice there is always someone around to help.
Perfect online support with a missing repeat order
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Moreen M was extremely helpful & answered my query efficiently & quickly. Excellent customer service.
Part of my order was missing which was very annoying 😑 I decided to email rather than chat, previous online chats with various companies taking forever. I didn't hear via email so contacted via chat. I was very impressed with Mobeen👏 Quick response & not age's waiting for replies etc. Problem all sorted & quite painless. I'll be ordering again & be able to see how they perform in future. As it's my first order I'm hoping it's just a one off.
Excellent, sorted my online order very fast .
Staff efficient and friendly. My order ready to collect on time.
Excellent customer service
Payed for next day delivery, they’ve used Evri to deliver still waiting for them to pick it up. CUSTOMER SERVICE terrible saying they can’t cancel the order until it’s been delivered and returned won’t even refund my next day delivery charge. I will never use them again
Very helpful staff
I was yesterday with my dog for grooming and I’m very disappointed. Because my dog had a tangled tuft of hair behind her ear, they simply yanked it out with a brush. She was not groomed carefully. Now my dog won’t let me touch her and hasn’t eaten for two days. Never go use their services.
Very helpful and polite staff. Good range of food for my 11yr old greyhound.
Ordered a standard 3-5 day delivery on 17/6/25 I AM STILL AWAITING THIS! Apparently 2 separate delivery services delivered in my absence around the 25th_28th. I was on holiday by then so they left them outside! Bear in mind 0 communication was made to me from either company! There was no way of tracking! No way of calling⁉️ Non existent customer service⁉️ All in all the worst company I’ve dealt with following the payola virus‼️
Staff are always helpful, polite and cheerful. The store I visit is clean and well laid out.
Excellent service as always
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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