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.
I bourght dog food and I had a voucher for a free toy but there was none in stock and wasn’t given an alternative option and didn’t have the chance to get it another day as the voucher expired the next day I was very disappointed.
I ordered something to collect from the store. When I picked it up, it was completely the wrong item. The staff at the store were fine and said it was the 2nd time it had happened that week. Rather than go back to the store for the correct order, it was agreed to be posted to my address
Placed 2 orders for dog food to click and collect. One was available straight away, no issues, collected fine. The other was supposed to be available on 4th July. I’m still waiting for confirmation email that I can collect. I’ve sent an online enquiry 2 days ago which hasn’t been responded too and now I’ve just had a web chat and been told that the order is there, but the store haven’t booked it in. I consider this pretty poor service and I won’t be rushing back.
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Staff very unapproachable abrupt can’t be bothered don’t know anything, I rescued two rabbits I paid for them as soon as they had the money they wanted you out the door. The woman on the desk grace extremely rude very unpleasant I thought the whole point of having staff at the front of the shop was to welcome people when they step through the door she managed to lift from the magazine and completely snubbed us would not recommend pets at home at Merthyr Tydfil the vets have always been good it’s a shame the same can’t be said for the rest of the staff
Made an order in-store for home delivery as it was quite substantial (weight wise). 5 items in total, for delivery on 09/07/25. received a delivery today with one item only by "Evri". contacted the store and was told I would have to contact customer services on line (and wait up to 72 hours for a response) as the delivery was nothing to do with them. I had already taken time off for this delivery so went back to the store and spoke to the duty manager, who in turn phoned someone and was told that "Evri" had the complete order. contacted Evri customer services and was told they had no other packages for my address and the delivery was complete. So where do I go from here, I have no confirmation of the balance of my order and/or delivery details. I have had a previous experience on a store collection but I had put it down as a one off. This time I ordered again due to a mailshot giving a good discount. Learned my lesson now.
Shop advised dog food was ready for collection. I collected it had to drag it into house as it was too heavy to find that it was a box of cat food. I complained and dog food was delivered to my door next day. Only trouble was that I had to return said incorrect cat food back to shop..I had to get man to lift box back into car and travel 20 minutes to return it. I will not be ordering dog food again.
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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