Pets at Home Opiniones 49.563

Respuesta de Pets at Home

Actualizada hace 8 horas

Hi Chris,

Thank you for taking the time to share your experience. We recognise how worrying it is to be concerned about your pet’s health, especially when this involves your son’s leopard gecko, and we understand why you are so upset about what you have described.

Your feedback about the conversation in store and the product recommendation has been noted, and this is something we would want to understand more fully. We take customer concerns seriously and always aim for our teams to provide appropriate, responsible guidance in line with our policies and standards.

Please reach out to our Customer Services team by visiting https://www.petsathome.com/support so your concerns can be reviewed and looked into further.

Thank you for bringing this to our attention.

Best wishes,
Kathryn

Respuesta de Pets at Home

Hace 8 horas

Hi Lisa,

Thank you for your lovely review. We are really pleased to hear such positive feedback about the Bolton Horwich store and the team there.

Abi and Adam will especially appreciate the shout out, and your kind words will be shared with them and the wider store team. It is great to know their support and service made a positive impression during your visits.

We truly appreciate you taking the time to share this.

Best wishes,
Kathryn

Respuesta de Pets at Home

Hace 12 horas

Hi Jemma,

Thank you for taking the time to share your experience and for recognising the care our colleagues showed you. I am really sorry for the worry and disappointment this situation has caused you and your pets.

At Pets at Home, pet welfare is at the heart of everything we do, and we want customers to feel confident that the products and animals they purchase are suitable and responsibly supported. It is clear from your experience that we did not meet that expectation, particularly regarding the incorrect identification of your hamster. I appreciate how upsetting and frustrating that must have been, and I understand why this has affected your trust in us.

While our colleagues receive training and guidance, we know there are occasions where we must do better. Feedback like yours is taken seriously and is used to review our processes, strengthen knowledge checks, and improve the support we provide in store. It is also important to us to be open and transparent where learning is needed.

We value your advice about researching before purchasing and we agree that informed decisions are vital for pet wellbeing. Your comments help reinforce why continuous improvement matters and why we must always act in the best interests of animals and customers.

Thank you again for sharing your experience. I am sorry that we let you down on this occasion and I do appreciate you acknowledging the positive care you received alongside raising these important concerns.

Best wishes,
Kathryn

Respuesta de Pets at Home

Hace 12 horas

Hi,

Thank you for taking the time to share your experience. We understand how worrying and stressful this situation must have been, particularly as the order contained emergency food and you were overseas at the time.

We are really pleased to hear that once you reached our team, Mobeen was able to act quickly, show empathy, and resolve the issue for you. Your comments about the support you received have been noted and shared, and it is reassuring to know this helped restore your confidence in us.

We also recognise the frustration caused by the lack of delivery notifications and the condition of the parcel, and your feedback around this has been logged to help inform ongoing reviews of the delivery experience.

Thank you again for sharing your feedback and for acknowledging the support provided.

Best wishes,
Kathryn

Respuesta de Pets at Home

Hace 13 horas

Hi Jonro,

Thank you for taking the time to share your experience, and for clearly setting out your concerns. We recognise how serious and distressing it is to believe your personal data may have been misused, particularly when you then felt left without updates, explanations, or closure over an extended period.

We understand your frustration regarding the lack of timely communication following your report in January 2026, and the impact this has had on your confidence in how the matter was handled. Your comments about the statutory response timeframe, the escalation to the ICO, and the absence of a clear outcome or apology are noted, and we appreciate how disappointing this has been for you.

Your feedback has been formally logged and escalated internally so it can be reviewed at the appropriate level. Situations involving customer data require clear ownership, transparency, and timely communication, and your experience highlights where expectations were not met.

Thank you for raising this publicly. Your feedback is important, and it will be used to review both our communication processes and how concerns of this nature are managed going forward.

Best wishes,
Kathryn

Respuesta de Pets at Home

Hace 12 horas

Hi Jessie,

Thank you for taking the time to leave your feedback. We are really pleased to hear that Mobeen provided super helpful support and brought a bit of humour to your experience.

Your kind comments have been noted and shared, as recognising great customer service is very important to us. Thank you again for highlighting the positive support you received.

Best wishes,
Kathryn

Respuesta de Pets at Home

Hace 12 horas

Hi,

Thank you for taking the time to share your experience. We are pleased to hear that our live chat team was able to resolve the issue with your order quickly and efficiently, and that Mobeen provided helpful support, including arranging next day delivery.

You are absolutely right that mistakes can happen, and we appreciate your recognition of how important it is that they are handled promptly and with care. Your feedback has been logged and your positive comments have been shared with the relevant teams.

Thank you again for your understanding and for highlighting the service you received.

Best wishes,
Kathryn

Respuesta de Pets at Home

Hace 13 horas

Hi Nia,

Thank you for taking the time to share your feedback. We understand how confusing it must have been to receive the wrong item in your Easy Repeat order, and we appreciate your patience while this was put right.

We are really pleased to hear that Mobeen was able to resolve everything for you, including arranging the re-collection, and that you found the support helpful and reassuring. Your kind comments have been noted and shared, as recognising great service is important to us.

Thank you again for your feedback.

Best wishes,
Kathryn

Respuesta de Pets at Home

Hace 13 horas

Hi Daisy,

Thank you for taking the time to share your feedback. We are really pleased to hear that you received brilliant customer service, and that Mobeen was able to resolve your issue so quickly.

Your positive comments have been noted and shared, as recognising great support is just as important as learning from concerns. Thank you again for highlighting your experience and for acknowledging the help you received.

Best wishes,
Kathryn

Respuesta de Pets at Home

Hace 13 horas

Hi Ieuan,

Thank you for taking the time to share your experience. We understand how frustrating it is to get a product home and find that parts are missing, especially when this then impacts your confidence in our service.

We are disappointed to hear that the support you received did not resolve this for you, as this is not the level of service we aim to provide. Your feedback has been logged and shared with the relevant teams so this can be reviewed, both in terms of product checks and how concerns like this are handled by customer services.

Thank you for raising this with us. Your comments are important and help us identify where improvements need to be made.

Best wishes,
Kathryn

Respuesta de Pets at Home

Hace 13 horas

Hi Nicola,

Thank you for taking the time to leave your feedback. We are pleased to hear that Mobeen was able to resolve your query quickly and provide helpful support.

We understand how frustrating it is when an item goes missing, and we appreciate your patience in what was an inconvenient situation. Your comments have been noted, and your feedback has been logged to help review how issues like this are managed and communicated.

Thank you again for sharing your experience.

Best wishes,
Kathryn

Respuesta de Pets at Home

Hace 13 horas

Hi Susan,

Thank you for taking the time to share your experience. We understand how frustrating and concerning it is to rely on a subscription service and receive incomplete and conflicting information about an essential treatment for your cats.

We recognise the upset caused by receiving only one item, being reassured that the second had been sent, and then being advised of a much longer delivery timeframe. We appreciate why this experience has left you feeling misled, and we acknowledge that this level of service does not reflect what customers should expect from a subscription intended to provide reassurance and consistency.

Your feedback regarding the communication you received, the delivery delays, and the impact this has had on you has been formally logged and shared with the relevant teams for review. Clear, accurate updates and keeping agreed commitments are essential, and your comments highlight where improvements are needed.

Thank you for raising this. Your experience has been recorded and will be used to help review how subscription orders and customer communications are managed going forward.

Best wishes,
Kathryn

Respuesta de Pets at Home

Hace 13 horas

Hi,

Thank you for taking the time to share your experience. We are really pleased to hear that once you reached a member of our team, your issue was resolved quickly, and that both our store colleagues and online chat adviser provided helpful support.

We understand how frustrating it is when a delivery is sent to the wrong address, and we recognise the inconvenience this caused you. While courier partners are responsible for deliveries, we appreciate how situations like this reflect on the overall experience, and your feedback about delivery reliability and the challenges of navigating automated systems has been noted.

Your comments about the value of speaking directly with a person, rather than a bot, have also been logged and shared with the relevant teams. Feedback like this is important in helping us review how customers can access support in the most straightforward and reassuring way.

Thank you again for sharing your thoughts. Your experience and observations have been recorded and will help guide future service improvements.

Best wishes,
Kathryn

Respuesta de Pets at Home

Hace 13 horas

Hi Steve,

Thank you for taking the time to share your experience. We are really pleased to hear that once you contacted us via live chat, the situation was resolved quickly and smoothly, and that our colleague was able to arrange a replacement without delay.

We understand how frustrating it is when tracking information is unclear or a delivery does not progress as expected, and we appreciate your recognition that this was outside of our direct control. Your comments about the prompt support you received, and your kind words about our customer service, are very much appreciated and have been shared with the team.

Thank you again for your feedback and for highlighting the positive impact of quick, human support when things go wrong.

Best wishes,
Kathryn

Respuesta de Pets at Home

Hace 13 horas

Hi Penny,

Thank you for taking the time to share what happened. We understand how upsetting and frightening it must have been for your puppy to require urgent veterinary care, and we appreciate how serious this experience has been for you.

We take product safety concerns extremely seriously, particularly where a pet has been harmed. What you have described regarding the rubber foot coming away from the toy is concerning, and your feedback has been formally logged and escalated to the relevant teams for review. Customer reviews and reported incidents are an important part of how potential product issues are identified and assessed, and these are reviewed alongside supplier information.

We also recognise your disappointment with how the situation was handled in store. While store teams must follow set processes when it comes to removing items from sale, your comments highlight how important clear guidance and ownership are when customers raise safety concerns. This feedback has been shared internally for reflection and learning.

Thank you for bringing this to our attention. Your experience has been recorded to help us review both the product and how concerns like this are managed in the future.

Best wishes,
Kathryn@PAH

Respuesta de Pets at Home

Hace 13 horas

Hi Anthony,

Thank you for sharing your feedback. We understand how frustrating it is when app updates affect your marketing preferences, especially when this has meant missing out on vouchers and discounts you expected to receive.

Your comments about marketing settings changing during updates have been noted, and your feedback has been logged and shared with the relevant teams for review. Ensuring customer preferences are respected and remain consistent is important to us, and insights like yours help highlight where improvements are needed.

We appreciate you taking the time to raise this, and your experience will be used to help improve how our app updates and marketing communications are managed going forward.

Best wishes,
Kathryn

Respuesta de Pets at Home

Hace 13 horas

Hi Iani,

Thank you for taking the time to share your experience. We appreciate how frustrating it must have been to deal with a leak, and we understand the concern and disappointment this situation has caused.

We recognise that the information you were given, and the time it took to receive clear updates, did not meet the standard of service we aim to provide. Your comments around communication, inspection expectations, and the handling of your review have been taken seriously. This feedback has been formally logged and is being reviewed internally to help improve both our processes and how we support customers when issues arise.

We want to reassure you that fish tanks sold are intended for long term use when set up and maintained as advised, and we understand why the explanation you received caused confusion and frustration. Your experience highlights the importance of clear, consistent guidance and timely follow up, and this is being addressed.

Thank you again for raising your concerns so openly. Your feedback helps us identify where we need to do better, and it has been shared with the relevant teams for reflection and learning.

Best wishes,
Kathryn

Respuesta de Pets at Home

Hace 2 días

Hello there Wesley. Thank you so much for taking the time to share such lovely feedback.

We’re delighted to hear that you’ve had a fantastic experience shopping with Pets at Home, even from Canada. It’s great to know that our wide range of pet food, toys, and accessories, along with our easy-to-navigate website and reliable delivery, have met your expectations.

Your comments about receiving your orders quickly and in perfect condition are especially appreciated, as this is something we work hard to achieve for our customers.

Thank you for choosing Pets at Home as your one-stop shop for your pets’ needs. We look forward to supporting you again in the future. Best wishes, Frankie@PAH

Respuesta de Pets at Home

Hace 2 días

Hi there Mrs Scurville, Thank you for taking the time to share such wonderful feedback.

We’re delighted to hear that Jenny the Groomer took such outstanding care of Bella. Providing patient, gentle, and loving care—especially for our senior pets—is incredibly important to us, and it’s lovely to know Bella felt comfortable and well looked after.

We’ll be sure to pass your kind words on to Jenny, as recognition like this means a great deal to our team. And we’re thrilled to hear that Bella looked beautiful after her groom!

Thank you again for taking the time to leave a review. We look forward to welcoming you and Bella back again soon.

Best wishes, Frankie@PAH.