Nice to be able to take the dog in, to get his food. He loves looking at all the toys, seeing people and other dogs and he knows that they have treats for him by the grooming station. The staff are a... See more
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I’ve been shopping at Pets At Home from Canada, and it’s fantastic. They have a huge selection of food, toys, and accessories for all types of pets. The website is easy to navigate, and orders arrive... See more
Company replied
Great place to visit, normally buy tropical fish good choice good prices,other pet items do seem bit expensive so do go elsewhere for my dogs. But staff are friendly and do help tho sometimes do hav... See more
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Once talking to a member of staff online my issue was sorted out in seconds. It just unfortunate that they use Evri as their preferred courier as they are completely useless, it was only due to their... See more
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Company details
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From food and toys to expert advice & In-Store services. Find what you need at Pets At Home. The ultimate pet shop experience.
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4.2
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50K reviews
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Order not dispatched
I placed an order on 14/04/26 and was given an estimated delivery date of by 17/04/26. As of today there was still no update stating any further info about despatch, the Evri tracking number showed 'we're expecting it' (as it had since last week) so I used online chat to query this. It was accepted that this fell short of standards. Although free next day delivery was then offered, I declined in favour of a refund as would now rather shop elsewhere with perhaps a more reliable delivery service. If I do shop with pets at home it will be instore only. Quite disappointing for such a large well known retailer.
20 April 2026
Unprompted review
Reply from Pets at Home
Hello Wendy. Thank you for taking the time to share your experience with us. We’re very sorry to hear about the delay with your order and for the lack of clear updates regarding its despatch. On this occasion, we fully acknowledge that this fell short of the standard of service we aim to provide.
We understand how frustrating it is to be given an expected delivery date and then not receive timely or accurate tracking information, and we appreciate you raising this with our team. While our colleagues did offer an alternative delivery option, we respect your decision to request a refund and are sorry that this experience has affected your confidence in shopping with us online.
Your feedback has been shared internally, as it’s important we continue to review and improve our delivery processes and customer communication. We do hope that, if you choose to shop with us again, whether online or in one of our stores, we can provide a much better experience. Thank you again for bringing this to our attention. Best wishes, Steph.
Really helpful with helping out with a damaged guinea pig cage
Really helpful with helping out with a damaged item I got sent sorted me out straight away no problem sent me a new cage for next day delivery really happy with the service I received today.
20 April 2026
Unprompted review
Reply from Pets at Home
Hello Eleasha. Thank you so much for your kind review ⭐⭐⭐⭐⭐ We’re really pleased to hear that the issue with your damaged item was resolved quickly and smoothly, and that a replacement cage could be arranged for next‑day delivery. The team will be delighted to know you’re happy with the service you received. Thank you again for taking the time to share your feedback we really appreciate it and hope to see you again soon. 😊
you need to be honest with people…
you need to be honest with people selling rescue rabbits
without telling them the rabbit had health issues
then charging £430 in vets fees any decent seller
gives four weeks for you to bring a rabbit back if it known
problem when it is sold and when someone contacts
pets at home about some sort of redress they send
emails taking the pee once again shame on you.
I read in news you are struggling I wonder why writen
by one very angry dad after his sons experience.
20 April 2026
Unprompted review
Reply from Pets at Home
Good Afternoon Peter,
I’m truly sorry to hear about what you and your son have been through with your rabbit. We understand how upsetting and distressing this situation must be, especially when a beloved pet becomes unwell unexpectedly. Please know that we genuinely care about the welfare of every animal we rehome and about the experiences of the families who adopt from us.
The wellbeing of pets is always our top priority, and we make every effort to share any medical conditions we are aware of at the time of adoption. Unfortunately, with many rescue animals, we don’t always receive a complete or accurate medical history when they are signed over to us. This means there can sometimes be underlying or historical health issues that only come to light after adoption, despite there being no signs beforehand.
We appreciate how disappointing and worrying this can be for adopters, and we never underestimate the emotional impact this may have on families. Sadly, this is a challenge faced by all rescue organisations, and it is an inherent risk when offering a second chance to a rescued pet.
As part of our adoption process, we do ask all new owners to acknowledge and confirm that any future veterinary costs will be their responsibility. This is outlined and signed as part of the adoption declaration. As a charity rehoming tens of thousands of animals each year, we simply wouldn’t be able to continue our work if we committed to covering ongoing veterinary care for every adopted pet, and this approach is consistent across most rescue organisations.
That said, we truly sympathise with the situation you are facing and are very sorry that your experience has been such a difficult one. Your compassion in adopting a rescue animal is valued, and we’re grateful that your rabbit has a caring home. If you'd like to discuss this further, please reach out to our Customer Care team here https://www.petsathome.com/support
Best Wishes,
Emily@pah
Delivery
I ordered yesterday. Said delivery Wednesday. Got text to say they are delivering today!! I will be out. Customer services number useless. Impossible to speak to anyone. Parcels expected are very heavy and I can’t carry them in myself. Nowhere outside to leave them! Ordered because I can’t collect myself. Will not use again. No idea what I can do. No such thing as customer service! Appalling!
20 April 2026
Unprompted review
Reply from Pets at Home
Good Afternoon Sandra,
Firstly, I'd like to express my absolute sincerest apologies for how disappointed you've been since shopping online with us. Please do feel free to contact our customer care team on live chat as we're keen to get this resolved as soon as possible for you. Again, I'm incredibly sorry and hope to hear from you soon.
Best Wishes,
Emily@pah
Mobeen M
Mobeen M, helped with my problem quickly and professionally! What a top guy!
20 April 2026
Unprompted review
Reply from Pets at Home
Hello Claire,
Thank you so much for taking the time to leave a review for us. Mobeen is clearly an absolute asset to our team, and we're so lucky to have them working with us. We take a great deal of pride in our exceptional colleagues so it's always so fantastic to hear when customers have been so impressed with their high levels of customer care. I’ve passed your kind words over to the relevant management team, to make sure that they get all the praise they deserve. Many thanks again.
Best Wishes,
Emily@pah
Just been to your store and see you…
Just been to your store and see you have increased the wet dog food again.
This is VILE BEHAVIOUR...
Your ripping customer off....
20 April 2026
Unprompted review
Reply from Pets at Home
Hello Richy,
Thank you for leaving some feedback for us. I am sorry to hear you are unhappy with our service & prices. We do try and market our products in line with our competitors as best we can & our colleagues do work tirelessly to ensure that we have good levels of stock available for our customers no matter their budget. Again, I'm truly sorry for this frustrating matter and thank you for taking the time to make us aware.
Best Wishes,
Emily@pah
Had a mal function cat carrier deliver
Had a mal function cat carrier deliver, Not Pet at Home fault but I was still worried I was going to be stuck with something I couldn’t use, but the matter was sorted promptly and quickly by Mobeen M.
19 April 2026
Unprompted review
Reply from Pets at Home
Hi Vanda,
Thankyou for taking the time to leave us a review. We're really sorry to hear about the issue you had with your cat carrier but we're glad Mobeen was able to resolve this for you! Mobeen is clearly an absolute asset to our team, and we're so lucky to have them working with us. We take a great deal of pride in our exceptional colleagues so it's always so fantastic to hear when customers have been so impressed with their high levels of customer care. I’ve passed your kind words over to the relevant management team, to make sure that they get all the praise they deserve. Many thanks again.
Best Wishes,
Emily@pah
Mobeen m was wonderful helping me with…
Mobeen m was wonderful helping me with a faulty basket
Kind quick and professional
Well done lets at home
19 April 2026
Unprompted review
Reply from Pets at Home
Hi Melissa,
Thank you for taking the time to leave such a lovely review. I am really pleased to hear that Mobeen was able to help you with your basket issue in a kind, quick, and professional way.
Recognising our colleagues for the care they show our customers is important to us, and your feedback reflects exactly the level of service we aim to provide at Pets at Home every day. I will be sure your comments are shared with Mobeen and the wider team.
Thank you for your feedback.
Best wishes,
Kathryn
Dishonest
Took money, sat on money for a week, cancelled order the day delivery might have been expected and then would like to hang on to money for another week. Dishonest.
Update after reply; Dishonest. Website checked; product still in stock but has gone up in price by a couple of quid. If this was any regular dogfood I would have just moved on but it's a prescription diet. PAH's apparent penny pinching has caused major stress. While still actually unreasonable I'd have been fine with being asked for the extra couple of quid too keep the order as it would have been much less hassle and not risked leaving my dog without his prescription diet for a number of days. Seriously fuming. Subscriptions are meant to avoid exactly this sort of last minute stress by being predictable.
19 April 2026
Unprompted review
Reply from Pets at Home
Hi Trefor,
Thank you for taking the time to share your experience. I am sorry for the frustration caused by the cancellation of your order and the time taken for the refund to reach you. I understand how this came across, particularly when you had already been waiting for your delivery.
Once an order is cancelled, the refund is released immediately on our side, however the timescale for the funds to return to your account is set by the payment provider and your bank, and this can take several working days to complete. While this is outside of our direct control, I appreciate that this explanation does not lessen the inconvenience or the impact this had on you.
At Pets at Home, we aim to be transparent, act with integrity, and do the right thing for our customers, and it is clear that on this occasion your experience did not reflect those values. Your feedback is taken seriously and helps us review how we communicate and manage these situations more clearly in future.
Thank you for your feedback.
Best wishes,
Kathryn
MOBEEN IS THE GOAT
My repeat subscription order got lost in the mail and Mobeen helped me out straight away. I have a priority delivery for tomorrow and he gave me a goodwill discount for next time. Big up Mobeen
19 April 2026
Unprompted review
Reply from Pets at Home
Hi Chase,
Thank you for taking the time to share your feedback. It is great to read that Mobeen was able to step in straight away, arrange a priority delivery for you, and offer a goodwill discount for your next order.
We understand how important it is to receive repeat subscription orders on time, and it is reassuring to know the situation was resolved quickly and clearly. Your comments have been shared with Mobeen, and they will really appreciate the recognition.
Thank you again for your positive review and for choosing us.
Best wishes,
Kathryn
Appalling staff
I’m not able to give zero stars, but would if I could. The standard of customer service in this shop is lamentable. Firstly there were no staff available for my query and I had to more or less chase a staff member around the shop to get his attention.
I asked him if he could help me with the purchase of fish. He said he would be with us shortly and disappeared through a set of doors. He reappeared soon afterwards accompanied by a very officious young woman who embarked upon a police style interrogation about the size of my tank and whether or not I had other fish. I was made to feel like some kind of criminal. She refused to sell me a fish because according to her, the fish in question needed at least 60 L of water to itself. However, the fish on display were in a much smaller enclosure and there were at least four of them in there. Another tank contained a large amount of fish who were unwell and there was a poster advertising this fact.
I think there should be a caveat attached to the fish tank which states the criteria for purchasing the fish.
This person’s mean-spirited attitude and lack of helpfulness means that you have lost my custom and I previously been a regular customer.
Furthermore, the small animals for sale in the shop do not look in good condition. Their enclosures are filthy, the animals look dejected and their fur is matted. I’m very surprised that nobody has reported the shop to the RSPCA for their treatment of animals.
I would like to add that the response from Kathryn below only reinforces the officious mindset displayed by the staff so it is obvious that their training includes making customers feel demoralised. I resent the implication that I might be an irresponsible pet owner. I have kept fish for years.
I’m very insulted by Kathryn’s response and will be making a complaint
18 April 2026
Unprompted review
Reply from Pets at Home
Hi Natalia,
Thank you for taking the time to share your feedback. We appreciate you outlining your experience in such detail.
Our teams are trained to prioritise animal welfare and responsible ownership, which includes asking specific questions before a purchase can be made and, on occasion, declining a sale when the required criteria is not met. These conversations are intended to be informative and protective in nature, ensuring fish and small animals are placed in environments suitable for their long-term health.
With regard to your comments about staff availability and presentation within the store, as well as your concerns about animal enclosures, your feedback has been logged internally and shared with the relevant management teams for review. We take all welfare-related feedback seriously and continually review our standards, procedures, and in-store practices.
We recognise it is disappointing when expectations are not met, particularly as a regular customer. Thank you again for your feedback.
Best wishes,
Kathryn
I'm really not happy
I'm really not happy! I have lapard gecko, whom I spoke to the staff about. They said they love digging and recommended their sand. However, lepard gecko on research can easily digest sand and is not recommended.
As a consequence to pets at home northampton, my lizard has digested the sand, stopped eating and carnt poo.
Now im looking at expensive vets bill due to your poor and reckless recommendations which may result in death the of my sons lizard
18 April 2026
Unprompted review
Reply from Pets at Home
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
Staff brilliant
Staff brilliant. I go to horwich bolton and all staff good .big shout to abi and Adam
17 April 2026
Unprompted review
Reply from Pets at Home
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
Incorrect advice cost me a lot of money
They advertise that everything they sell are suitable but it’s not at all true. I regret spending money here, my pets deserve so much more. Staff are lovely and customer service was good but not qualified to provide the advice they do - we were told our hamster was a boy, she was a girl and was pregnant so 100% not a boy. I would just advise that anyone considering buying here does some research before buying.
7 March 2026
Unprompted review
Reply from Pets at Home
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
Evri damaged my parcel
Evri damaged my parcel, sent no notifications and I had to check the tracker to find out what happened as I'm on another continent and this was an emergency cat food order. Mobeen was quick, empathetic and helpful and solved the problem in minutes. thanks Mobeen - my trust is restored in Pets At Home :)
17 April 2026
Unprompted review
Reply from Pets at Home
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
Failure to handle a data misuse report or meet legal response obligations
On 7 January 2026, I reported a misuse of my customer data to Pets at Home after a person claiming to be an ex-staff member contacted me on my mobile offering similar services.
Pets at Home acknowledged my report and stated they would investigate. After that, nothing - no update, no outcome, and no statutory response within the one‑month period required under UK GDPR.
I escalated the matter to the ICO who simply logged the breach, meaning Pets at Home were never required to provide a response. As of today, I have still not received any explanation, outcome, apology or confirmation that the misuse of my personal data addressed.
Customers should be aware that if something goes wrong with their personal data, they may not receive a resolution or any communication about it
Still awaiting a response (other than requesting evidence) for 100 days!
17 April 2026
Unprompted review
Reply from Pets at Home
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
Marvellous Mobeen
Thank you to your online support person Mobeen. He was super helpful and humorous.
17 April 2026
Unprompted review
Reply from Pets at Home
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
I received the wrong order so contacted…
I received the wrong order so contacted the live chat.
I spoke with Mobeen and he was so helpful. He arranged to get my parcel sent the next day and also gave me a 5% discount code.
These things happen but it's how it's dealt with that matters the most.
17 April 2026
Unprompted review
Reply from Pets at Home
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
Received someone else's dog food in my…
Received someone else's dog food in my easy repeat cat food order. Mobeen sorted it all out - re-collection etc. What a nice helpful chap! Thank you.
Nia Clague (not Mrs Coulson!)
17 April 2026
Unprompted review
Reply from Pets at Home
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
Brilliant customer service
Brilliant customer service. Mobeen sorted my issue out in minutes 😁
17 April 2026
Unprompted review
Reply from Pets at Home
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
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