My dog really enjoys the food. The box arrives on time which is good and it’s easy to change the date of delivery. However I’m finding it difficult to contact somebody to help me try to control her we... See more
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We are very happy with Tails. Easy to order, dog loves the food. Like most online sellers you are let down by you delivery providers. Yodel were OK, Inpost however are auful. There deliver dates are... See more
Tails have been great. The only reason I have not scored them with 5 stars is due to the delivery service. Their chosen courier delivered my order to an unhinged upstairs neighbour who fundamentall... See more
My jack Russell is on the kibble blend along with the wet food he can be a bit picky but loves the different textures of the food. Easy to order every month delivery always in time. Tails.com would em... See more
Company details
About Tails.com
Written by the company
Hi, we’re Tails.com – a pet food subscription with a difference.
There’s no such thing as an average dog, so why is most dog food average? Goodbye to one-size-fits-all, hello 100% tailored nutrition.
See the difference in your dog with 60% off your first box + 30% off your second:
SIGN UP NOW VISIT OUR WEBSITE HELP CENTREUnd für unsere deutschen Kund*innen:
Registriere dich für 2 Wochen GRATIS Futter:
Jetzt testen Mehr erfahren Zum HelpcenterWritten by the company
- 100% tailored dog food
- Your dog is one in a million – let’s feed them that way. Discover food designed to meet their precise nutritional needs, right down to the last vitamin.
- How it works
- You tell us all about your dog’s age, breed, zoomie level and taste buds. Our nutrition experts create a tailored kibble blend – just for them.
- Easy for you, better for your dog
- Each month we’ll deliver your dog’s tailored food to your door. You’ll get a handy portion scoop to help keep them in great shape too. If only everything in life was this easy…
- We're B Corp certified
- We’re committed to upholding high social and environmental standards, to create better walkies for generations to come.
Contact info
United Kingdom
- hello@tails.com / bonjour@tails.com
- tails.com
4.4
Excellent
48k reviews
Asks customers to review
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Great product and my dog loved the…
Great product and my dog loved the food. Just had issue with you taking the money sooner. I ordered dry and wet as a trial, my dog wasn't 100% with the dry so tried to take it off the order. Had to go through to only wet. Now I have 3 boxes of wet food as you were taking the money all the time. I went away for 5 days and have come home to 2 orders, we literally got 1 box before we went. Supply was coming all the time. Just need to get through the stock I have for now. So had to cancel as we now have 3 months of food.
Good product but continually taking the money.
6 December 2024
Unprompted review
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
I’ve have messaged you as you’d advised…
I’ve have messaged you as you’d advised on your website to cancel the dry kibble as our dog is not liking it and it’s irritating her stomach. We do wish to cont with the wet food for now but you have not replied to the messages apart from unsuitable automated replies. Why can’t we speak to you in person as we are frustrated with the lack of appropriate response? For this reason we will be considering cancelling our whole future orders. You assured us that if any time we wished to contact you this was an easy process and not to worry about our valid concerns!!! What has happened to this reassurance?
27 November 2024
Reply from Tails.com
I’m really sorry to hear that your dog hasn’t been enjoying the kibble and that she’s had some stomach issues—that’s definitely not what we’d want for her. I completely understand your frustration, especially when you’ve taken the steps to reach out, but haven’t felt supported.
Our dry food is the tailored part of your dog's diet, designed to complement the wet food, but we know that every dog is different. If she’s finding that the kibble isn’t quite right, we’d be happy to explore alternative options to adjust her blend with support from our in-house Nutrition Team. As she’s started on a new recipe, it’s likely that she’s experienced new ingredients that she’s not had before.
I’d like to reassure you that we’re here to help and can absolutely assist you with getting just wet food only for your dog. We have an option on your Tails.com Dashboard that allows you to place a wet food only order and then delay your subscription with the dry food on to a later date. As we don’t offer a wet food only subscription at the moment - we have our separate shop where you can order just the wet food without any dry food here; https://shop.tails.com/shop/.
I’m really sorry for the delays in our response and for any frustration caused by our automated messages. While we don’t have a phone line, we’re always happy to arrange a callback if speaking to someone directly works best for you. Our Customer Experience Team is available via email, WhatsApp, Messenger, and X (Twitter), and we’re committed to making sure your queries are handled promptly and personally.
I can see my colleague has responded to your email this morning offering to arrange a new recipe for your dog. If you have any questions, please feel free to let us know and we’d be happy to help.
Best wishes,
Dylan at Tails.com
No contact number/no order
No contact number, no replies from emails. No order (payment taken 26 November and it is now 15 December and my dog is on supermarket food)
I have decided to cancel all future orders and I will not be recommending this company. A shame because my dog loves the food and it suits him, but I do not appreciate no order arriving and no contact from Tails.com.
4 December 2024
Unprompted review
Reply from Tails.com
I’m truly sorry to hear about the trouble you’ve had trying to contact us regarding the delay with your order. I understand how important it is for your dog to have their tailor-made recipe on hand, and I apologise for any distress this situation has caused.
Although our phone lines are now closed, we’re still here to help. Our Customer Experience Team replies to every message we receive, usually within a day, though it might take a little longer during busier periods.
I’d love to show you the service we’re proud of. I’d like to look into what's happened here and ensure your dog gets the tailor-made recipe they know and love.
I’ve sent you a message on Trustpilot asking for your Tails.com account details. Once I hear back from you, I’ll assist you right away.
Thanks,
Becca at Tails.com
I received a Tails coupon in a order I…
I received a Tails coupon in a order I got from another company. I thought I would give them a try as the food I was giving my puppy wasn't working for him. He had itchy skin and was getting rashes on his belly. The vet advised me to try a Hypoallergenic food. Tails tailored his food for skin and coat and after a couple of months his itching and skin problems have gone. You can cancel the subscription at anytime or pause it. The food bag even comes with your pets name on it. I would definitely recommend anyone to give them a try. The price of the food is reasonable priced.
2 October 2024
What's the point of having an account…
What's the point of having an account when you cannot access it,I have just had my first delivery and was well impressed withe the delivery service,but my dog is not impressed the food he flatly refuses to eat it,why I don't know it looks a smells good but he will not entertain a single morsel, I don't think i shall be wanting my next order next month so I wish to cancel,many thanks,
28 November 2024
Unprompted review
Reply from Tails.com
I'm sorry you’re having trouble accessing your Tails.com account, and your dog isn't enjoying their food; I’d like to assist you!
To log in, you should be able to use the email address and password you set up during sign-up. But I’ll contact you directly to help you regain access to your account and cancel.
While we do this, let’s see if we can make some adjustments to the flavour in your dog's tailor-made dry food recipe that might appeal to his taste buds. I'd love for him to enjoy every morsel of tailored nutrition!
I've sent you a message on Trustpilot to get some details to locate your account; I hope to hear back from you soon.
Thanks,
Becca at Tails.com
The best customer care....
Unfortunately we lost our dog in a car accident. I shared this with Becca, as we had just received a months order. Not only did they cancel the charge and let us donate it to a local pet charity but she then went and sent us a bunch of flowers (Freddie's Flowers). You don't get any better customer care than that - thank you for your support and kindness.
21 November 2024
Unprompted review
For the health of my dog amazing..for…
For the health of my dog amazing..for communication and sorting issues, since removing phone line 1 star...I've been with you for years I've kibble pilling up.the simple answer is to just send wet food, but you want to complicate it by making me cancel a delivery and reorder just wet food...simple just give me a credit for non supply of kibble .no that's to easy, if my dog did do well on your food I'd cancel , but I'm afraid I no longer recommend you
5 November 2024
Reply from Tails.com
I’m so glad to hear the food has been amazing for your dog’s health—that’s exactly what we aim for! I’m really sorry, though, to hear about the challenges you’ve had managing your subscription and adjusting your orders.
Our goal is to make your subscription as seamless as possible, with everything tailored to your dog’s needs. Based on their profile, we create a daily feeding plan and send deliveries every 31 days to make sure you’ve always got the right amount of food. I’m really sorry if this hasn’t been working out for you—I’d love to take a look at your dog’s plan and see what changes we can make to help things run more smoothly.
Since the dry food is the tailored part of your dog’s subscription, it’s not something we can currently remove from the automatic orders. However, you can use your dashboard to manually order wet food separately and adjust the delivery schedule to catch up with the kibble you already have. We know this isn’t as straightforward as it could be, and I really appreciate your feedback on this. The good news is that we’re working on a more flexible solution, though I don’t have a timeline to share just yet.
We completely understand that sometimes you might need a helping hand. While we no longer offer a direct phone line, we’ve focused on other ways to reach us—like email, WhatsApp, Messenger, and X (Twitter)—which has been the main contact method for most of our customers. That said, we’re always happy to arrange a callback; just let us know a number and time that works best for you.
Your loyalty over the years means so much to us, and we’re grateful for your feedback—it really helps us improve. I’ll pop you an email shortly so we can get everything back on track and see if there’s anything else I can do to help.
Best wishes,
Dylan at Tails.com
Great product
Great product. Been using tails for quite some time now. Very easy to use and my pooch loves the kibble and most of the wet food. You can change your order monthly, change the ingredients etc. I didn't realise at first until I went to cancel that you can change the textures as well as the ingredients. However I wish you could de-select certain flavours as my dog doesn't like the tins with pasta in and always goes to waste 😕. Love that you can pause orders as well or request emergency wet food.
9 November 2024
Cannot get any response
My order was booked for delivery 7-9 November. This was a first order. I decided to cancel all further orders.
Tails cancelled the original order and haven’t refunded my payment. I’ve tried contacting them by email but to no avail. Not a good start, especially as I was told how good the company was.
11 November 2024
Unprompted review
Reply from Tails.com
I’m truly sorry to hear about the trouble with your first order and the difficulty you’ve had in reaching us. That’s absolutely not the experience we want you to have, especially when you’re trying us out for the first time.
We understand how important it is that your trial for your dog runs seamlessly, and I’m sorry that’s not been the case on this occasion. We’d never expect you to pay for an order you’ve not received. At the moment I’m struggling to locate your account. When I do, I’ll ensure we look into what may have caused the delay in our response and what might’ve gone wrong here. We always aim to respond as quickly as possible, within a day or so and I apologise if we’ve not gotten back to you yet. Though weekends can sometimes mean a slight delay in responses
I’d love the chance to help put this right for you. I'll reach out to you directly via Trustpilot to help locate your account and get this sorted.
Best wishes,
Dylan at Tails.com
100% recommend, lovely experience
Tails has been absolutely lovely for the years me and my dog have been with them. I recently had to cancel due to some medical issues with him, and their customer service team was amazing. The lady I spoke to was wonderfully kind and clearly seemed to love pets! Everything was cancelled or refunded quickly, and I’m genuinely sad to leave. I would 100% recommend Tails.
9 November 2024
Unprompted review
Easy to deal with no pressure to buy…
Easy to deal with no pressure to buy you control everything cancel/update or delay delivery until you are ready for it.
I'm very happy with tails. Com and my dogs love their food
1 November 2024
Doesn’t cancel food orders despite saying it has
Despite having previously successfully paused & restarted my dog’s feeding deliveries I suddenly kept getting deliveries when they should have been paused until further notice! Each time this happened I would go straight to my account and pause again and save! After the 3rd time I emailed them explaining that I now had 7 unopened bags of food and over £200 deducted from my bank account for something I did not need and that I was leaving tails.com and wanted written proof that my account closed and my card removed from the system and within 7 days they took another £56 from my bank despite receiving an email confirming my food order had been cancelled. This has caused me financial problems and I am totally disgusted with the whole situation and ready to report them to the financial ombudsman
28 October 2024
Reply from Tails.com
I'm sorry to hear you’ve had trouble pausing your account. I’d like to clarify what happened and help further in any way I can!
I’ve checked your account and contact history, and I see that you reached out last week because you received an unexpected order. Our Customer Experience Team replied to let you know that your account hadn’t been paused or cancelled, which is why Rocky’s food was sent as scheduled.
Each time you logged into your account to pause Rocky’s deliveries, it looks like you didn’t complete the final step where the website confirms the pause on your account. We show the status of your deliveries on your Dashboard and email you a couple of days before payment for an upcoming order to notify you and give you the option to delay or cancel.
I apologise for any confusion. We’ve cancelled your account and removed your payment details, which means we won’t send food for Rocky unless you log back into your account and click "Update and Restart." We’ve also refunded the cost of your last order, as it had already been delivered when you contacted us.
If you need further assistance, please don’t hesitate to get in touch with us. You can find our contact details in our Help Centre, and a friendly member of the team will be happy to help.
Thanks,
Becca at Tails.com
"Free Trial" and pushy sales staff
For the second day in a row, I've had someone from Tails call me. So today, I picked up. The lady on the call seemed nice initially, asking my dog's name etc. But as the call went on, she got progressively pusher with the sale.
We were going through the website together, and as we got closer to the end, she told me to skip a specific point, which I could see was important as the ongoing price was there.
She then tried to rush me into paying for a trial. I said I would get my card after I had looked into everything in more detail.
She said she couldn't move forward without me inputting my card details and asked a second time if I would get my card... I said I wouldn't be rushed, and she said she couldn't move forward and just hung up the phone.
I can see people have been charged up to £87 after trialling the product and have had difficulties cancelling the subscription.
If the sales staff came in with a stronger pitch about why the food was worth £87, then I'm sure people would be happy to pay for it. Instead, they are more focused on rushing people who will eventually cancel once they work it out!
5 November 2024
Unprompted review
Reply from Tails.com
I’m really sorry to hear about your experience and that the call felt pushy and rushed – that’s absolutely not how we aim to make you feel. Our team’s goal is to provide clear, helpful information about our products and to give your dog a chance to try their tailored recipe. I’m disappointed to hear this wasn’t the case.
We understand that making decisions about your dog's nutrition deserves time, so I’m sorry to hear you felt pressured. All of our calls are recorded, I'll make sure to listen back and pass on feedback along to our training team so that we can ensure our approach is more supportive and transparent.
In terms of the trial, we aim to offer flexibility so that each customer can cancel at any time on their Dashboard if they don’t wish to continue. We have a handy article explaining how to cancel your ongoing deliveries in our Help Centre, and our friendly Customer Experience Team are on hand and happy to answer any other questions you might have about the food itself or about how our subscription works.
They’re via email, Facebook Messenger, WhatsApp, and X (Twitter) on weekdays during business hours to assist with your tails.com account. You can find our contact details in the Help Centre: help.tails.com/hc/en-gb.
Best wishes,
Dylan at Tails.com
Lucy excited
Lucy is really happy with her food meat +biscuits eats it all up every day ..she seems happier her coat is in better condition she is but more energetic out for walk as she has arthritis starting..Yes people say it's expensive but I don't mind as cheap biscuits were not getting eating ...only thing I will say as I've had cancel some odd months as she cannot eat it all +I always use the scoop measurement..I only started as won few days trial thought yes I'll try get Lucy won't eat biscuits but she did amazing..Thank you
1 November 2024
Mimi
Mimi - Anita Bates. Very unhappy with the whole experience. I was on a two week trial offer for £10.99 after a telephone marketing call. Before this period was up and I had made a decision a parcel arrived and I was charged £84.00. As there is now no phone line I tried a number of times to contact Tails via Email to cancel and have the food collected but had no response. I have now received a message stating that my next box is ready for delivery despite my efforts to cancel them. This is hugely frustrating and costly as I never had a subscription with them and feel bullied into receiving unwanted deliveries before the end of a trial period.
31 October 2024
Unprompted review
Reply from Tails.com
I'm really sorry to hear that you've had an unexpected order, Anita. I'm here to help!
When you sign up for a trial, you also agree to ongoing deliveries. Our aim is to ensure that Mimi enjoys her tailored recipe and benefits from personalised nutrition while providing you with a hassle-free subscription experience.
You're always in control of your orders and can cancel, pause, or delay your next delivery through your Dashboard on your Tails.com account. To ensure you're never without Mimi's tailored recipe, we calculate the timing of her next delivery based on her feeding plan, and we always send you an email a couple of days in advance so you can manage your deliveries effectively.
I apologise if you didn’t receive our responses to your email. The Customer Experience Team replies to every message we receive, but sometimes, our replies can end up in your junk or spam folder, so it’s worth checking there.
I’m keen to help you sort this out, so I’ll send you an email now. I look forward to hearing from you.
Thanks,
Becca at Tails.com
well balanced food
my dog loves the food it's a well balanced plan.
we had a point were she wouldn't eat it so we gave her wet instead
the only bad thing is you can't cancel the dry food online
27 October 2024
Reply from Tails.com
I’m so pleased to hear that Raven is loving her wet food! I’m sorry, though, that the dry food hasn’t been as much of a hit.
If you’d like, you can place an extra order of wet food outside your usual subscription by visiting the ‘Order extra wet food’ section on your dashboard. There’s a delivery fee of £3.49, with payment taken at checkout. Just to let you know, our wet food is designed to complement Raven’s tailored dry food, so currently, the dry food remains part of her subscription. But we’re definitely exploring options for more flexibility in the future.
You can also place an order anytime through our online shop here: https://shop.tails.com/shop/.
Depending on her profile details we may be able to offer her a new flavour of dry kibble to try, soI’ll send you a follow-up email as well to see how I can support you further.
Looking forward to chatting soon,
Jen at Tails.com
I want to cancel my subscription and it…
I want to cancel my subscription and it won’t let my without someone contacting me and no one has been in contact
24 October 2024
Reply from Tails.com
I'm sorry to hear you'd like to cancel Bonnie's ongoing deliveries, Lydia. Is there anything we can do to help?
I can see you got in touch with us on Friday to cancel the account, and the Customer Experience Team replied this morning, confirming the account cancellation and offering you further help.
We can do many things to help, so if there's anything we can do at all, please don't hesitate to reply to our email, and a friendly team member will be more than happy to help.
Please also know that this help offer is always open to you; you can get back in touch with us (see our contact details here: help.tails.com/hc/en-gb), and a member will get back in touch with you. They usually reply within a day or so on weekdays.
Best wishes,
Becca at Tails.com
Much better out there don't waste your money
*EDIT* They replied on here but not to the actual message i sent them, did nothing about it and simply said that the order that came was 'separate' even though there was no way for me to see this 'separate' order not quiet a scam but definitely very smartly devised so you cant just cancel even when you did everything correctly *EDIT* I canceled yesterday on the 24th the order wasn't due until the 31st yesterday the website said I had 5 days to ammend the order so I had ample time ton cancel, the terms and conditions said i must check that i was still in my ammendment window before canceling. The day after on the 25th they sent it out.... 7 days early ! When I said I thought about leaving because I couldn't stop just the dry food they messaged back immediately but when I messages repeatedly about this issue they are just ignoring me and the cherry on top they have 'recently closed down their phone lines' so you can only message them .... I wonder why that is
25 October 2024
Unprompted review
Reply from Tails.com
I'm sorry for any confusion regarding your account and for any disappointment caused by the delay in getting back to you; I'm keen to clarify what's happened here and help you in any way I can.
I've taken a look at your contact history and can see you got in touch with us last week on how to cancel the dry food from your subscription deliveries. We explained that we're unable to remove the dry food as we're unable to offer wet food only feeding plans at the moment (our wet food has been designed to be fed alongside Diesel's tailored recipe). However, you could request a wet food only order from your Dashboard, which is a one-off order of wet food outside your regular subscription delivery schedule (containing both wet and dry food).
I can see from checking your account that you used those details to process a wet food only order from your account before cancelling your subscription. As that order is separate from your regular subscription deliveries and had already been paid and processed at the time of cancellation, the cancellation didn't apply to this order. While cancelling, the website will show you a message that this order will still be dispatched.
I'm sorry we didn't reply to your message regarding this unexpected order in the same time frame as your initial query. Sadly, we don't offer an instant chat service and aim to reply within a day or so on weekdays, as the office is closed on the weekends. The Customer Experience Team have now replied to your message via email, but I'll reply on this thread also; please check your inbox (or spam/junk folder) and let me know if I can help further.
Thanks,
Becca at Tails.com
Poor Customer Service
My son set up an account for me yesterday and completed profiles for my two 6 month old pups. I ordered first box of food costing £74.80. After I had paid for food my son told me he had made an error in completing pups profile and had entered their age as 6 years. I immediately looked on website to see how I could make contact to change this order as food is not suitable for pups. There is no phone number, only able to contact via WhatsApp or email. I sent message on both explaining situation. I received automated messages stating they would ‘try’ and make contact within 24 hours. 30 hours have passed and I have still not received a response. I have sent several other messages during this time still no response. I tried to cancel order but I am not able to do this either. So it looks like I have paid for food and this will be delivered, that is not going to be suitable for my pups. I know it was an error in my part but I’m extremely frustrated that there was no one to contact by phone to change this order and no one has made contact with me. Extremely poor customer service. I have now cancelled my account and I will never use this company again. At the very least I expect someone to be available to deal with customer queries and to sort out situations like this
15 October 2024
Unprompted review
Reply from Tails.com
Thank you for reaching out, and I’m truly sorry to hear about the frustration you’ve experienced. I completely understand how stressful this must be, especially when it comes to making sure your pups get the right food.
After careful consideration, we have decided to close our phone lines, although we want to assure you that this does not mean a lack of support.
We definitely wouldn’t expect you to have trouble getting in touch with us, and our team replies to every message we receive (usually within a day).
While I can see how the mistake with the profile happened, I’m eager to do everything I can to make it right for you.
I’ve just sent you an email with a few details I need to get the ball rolling and resolve this for you.
Speak to you soon,
Jen at Tails.com
Expensive
I made a switch to tails as it’s a tailor made diet and I have an obese dog.
The dogs made the switch no problem.
But I found that I had more food left at the end of the the month and the next order was due to come which means eventually means I will have to stop the order till I catch up.
My other dog was on a mixture of wet and dry food.
Again no problems with the switch the wet food looked very nice.
But the price went up so I cancelled the wet food and bought it elsewhere
Again I had too much dry food left at the end of the month.
I had some treats on order but ended up cancelling due to the price rise of the food.
I have to weight my obese dog and if there has been no improvement I will cancel the order for both dogs.
I have had the dogs on tails for a few months now so we will see.
All in all it’s very expensive if it works great if not the dogs diet will change
14 October 2024
Reply from Tails.com
I'm so pleased to hear that Tilly and Buddy are enjoying their tasty, tailormade food!
We carefully use the information you’ve shared with us—like their activity level, age, and breed—when creating their feeding plans to ensure their nutrition is just right.
Buddy’s portions for example will be set up to help promote healthy weight loss, where Tilly’s will be helping her maintain her current weight, and each recipe is designed to last 31 days based on these factors.
I understand price changes can be concerning, and while we do our best to avoid them, rising costs for quality ingredients have meant that we’ve had to make adjustments. We’ve worked hard to find alternative suppliers, negotiate where possible, and review our own processes, but in order to maintain the high-quality food and service your dogs deserve, we occasionally need to increase our prices.
The great thing about tailored nutrition is its flexibility. We can explore creating multiple recipes that still meet their nutritional needs, and I can also check their portions are right for you while potentially helping to reduce your monthly cost.
I’ll send you an email shortly with more details on how we can support you with all of the above so that we can make sure you’re getting the most of your monthly subscriptions.
Jen at Tails.com
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