Pets at Home Reviews 49.578

Antwoord van Pets at Home

Een dag geleden

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

Antwoord van Pets at Home

Een dag geleden

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

Antwoord van Pets at Home

Een dag geleden

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

Antwoord van Pets at Home

Een dag geleden

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

Antwoord van Pets at Home

Een dag geleden

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

Antwoord van Pets at Home

2 dagen geleden

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

Antwoord van Pets at Home

2 dagen geleden

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

Antwoord van Pets at Home

2 dagen geleden geüpdatet

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

Antwoord van Pets at Home

2 dagen geleden

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

Antwoord van Pets at Home

3 dagen geleden geüpdatet

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

Antwoord van Pets at Home

3 dagen geleden

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

Antwoord van Pets at Home

3 dagen geleden

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