Great response from help desk to…
Great response from help desk to missing delivery.

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.
Great response from help desk to missing delivery.
Kylie S was incredibly kind and very helpful. No delay just fast service. Made the experience very swift and pain free. 10/10 service
Fantastic. Excellent range and stock levels are great. Lots of good quality pet related items to choose from, foods, toys, many more. Very good for small animals and not just dogs and cats, which are also excellently catered for.
All goods well displayed .
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It was nice to see a vet that is very caring and helped to calm my dog so she could cut her nails
The only reason that I have given the 5 star rating is due to Hollie.R in the Live Chat room. This is because she was very helpful and listened to my problem and resolved this for me very quickly. Hollie was attentive and professional and I had a very good customer service experience.
This is the second time recently that I’ve ordered for home delivery and there’s been a delay on receiving the food for my pet. If there is a delay with deliveries, this should be highlighted so customers can make alternative arrangements. My recent “next day delivery” order not only arrived later than it should have, the courier took it a mile down the road to the local post office, despite someone being in to receive the parcel that day. This meant I wasn’t able to collect this heavy package until the day later. Your service used to be reliable, but something has really declined of late.
Their customer service is accesible and quick to respond and solve. Thank you Rory W. It was frustrating in the chat that you are asked to upload a photo but then it won’t accept any photos above 5mb, and that was a photo taken with my phone. It would be 5 stars if the people at the warehouse knew what they are doing as this is the 2nd time I have issues with an order
The help that I received from Alice today, a professional and promptly answer regarding the situation with my case was extremely important. She was the only person who actually give me information and try to solve the problem! Thank you Alice ,for your help! You are doing an amazing job and I wish employee like you to be behind the reception and in the shops ,to delegate an amazing customer service as you do!
The person I spoke to made the process of cancelling my subscript easy and hassle free, which is great as I am only cancelling as my pet passed.
I'd ordered a few items from Pets at Home, and one, Scottish Salmon Oil, had leaked all over. I went on their chat and got it sorted super quick - it only took about two minutes. I was to dispose of the bottle I had, and a new one would be sent. This was on a Saturday. I received my new bottle the next day, on Sunday. Most impressive!
In store staff are extremely helpful, but the subscription service is absolutely diabolical. Items don't get sent but there is no notification, deliveries get split up for no reason at all and the communications from the service centre never answer the actual queries/questions asked. This is my second attempt at using the subscription service and now unfortunately am looking at other alternatives
A good selection of cat food, etc. Plus, staff at the Sheldon branch in Birmingham are alway pleasant and helpful.
Just spoke with claire c regaurding missing iteams from my order was very quickly investigated and replacement order sorted out for delivery
Professional staff,always on hand to help and advise.
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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