Tails.com Reviews 

Reply from Tails.com

Jul 29, 2026

Thank you for taking the time to share your experience. I'm really sorry to hear that things didn't get off to the start you'd hoped for.

I can appreciate how frustrating it must have been to wait for support while also trying to encourage your dog to enjoy their new food. We aim to respond to emails within 1–2 working days and messages sent through our social channels within 24 hours, although this can be a little longer during particularly busy periods. As we're not open on weekends, this can sometimes extend response times further so we do apologise. 

I also understand your disappointment about our phone lines. After careful consideration, we made the decision to close them so we could support customers more fairly and efficiently across our email and messaging channels. That said, if a phone call is needed, we're always happy to arrange a callback at a suitable time.

As we're a subscription service, orders continue automatically to help ensure dogs don't run out of food. After the initial two-week trial, the next order can arrive sooner than a month later for this reason. Before every order is processed, we send an email so changes can be made, including delaying or cancelling an order if needed.

I'd really like the opportunity to look into your experience further and see if there's anything more we can do to help. I've requested your details through Trustpilot, and once I receive them, I'll be in touch via email.

Speak soon
Ellie at Tails.com

Reply from Tails.com

Jul 21, 2026

Thank you for taking the time to share your experience. I'm sorry to hear this left you feeling so disappointed.

Our dry food recipes are tailored to each dog's individual profile, and we do offer salmon-only dry recipes where a dog's age, health needs and any ingredient exclusions allow. As we don't currently offer duck kibble, the duck and lamb you mentioned may have been the wet food if included with the order. 

To remove specific proteins from a tailored recipe, they need to be added as exclusions on the profile, though this might not have been an option if there were other exclusions or limitations due to age. 

Our Customer Experience Team are always here to support via email, WhatsApp, or Messenger, and whilst we aim to respond within 1-2 working days, this can sometimes take a little longer during busier periods. I can understand this isn't ideal when you're looking for urgent support, so I've passed this on as feedback.

While I'm pleased we were able to resolve the refund for you in the end, I appreciate it took multiple emails to get there and that this wasn't the experience you were hoping for. 

Thank you again for taking the time to share your feedback, and I wish you and your dog all the best.

Best wishes
Ellie at Tails.com

Reply from Tails.com

Jul 17, 2026

Thanks for taking the time to share your feedback. I'm sorry to hear your experience has left you feeling this way.

Our subscription is built around each dog's personalised meal plan, so the tailored dry food is the core part of the subscription. Everything else, including wet food, is an optional add on that can be added or removed at any time.

We understand that not every dog wants dry food all the time. If that's the case, you can place one off wet food orders through your Tails.com dashboard without changing your subscription. If you don't want a subscription of dry food you can order wet food separately through shop.tails.com whenever you need it.

I'm also sorry to hear you found cancelling difficult. You can cancel your subscription at any time by heading to the Account section of your Tails.com account. If you ever need a hand, our Customer Experience Team is always happy to help through our Help Centre.

Best wishes,

Reply from Tails.com

Jul 10, 2026

Thanks so much for taking the time to share your feedback. I'm really pleased to hear your dog is loving the food, although I'm sorry to hear you're considering cancelling.

If weight loss is the main goal and you haven't seen the progress you'd hoped for after three months, we'd really like to help. Our Nutrition Team can review your dog's meal plan, activity levels and weight history to see if any adjustments could help get things moving in the right direction.

The price of your dog's tailored kibble is based on the ingredients in their personalised recipe. One of the benefits of tailored nutrition is that we can create different recipe combinations to suit your dog's nutritional needs, and depending on their profile, there may be alternative options that could help reduce your monthly price while still providing balanced nutrition.

I've reached out to you by email so we can take a closer look at your dog's meal plan and recipe options together.

Best wishes,

Reply from Tails.com

Jul 9, 2026

Thank you for taking the time to share your feedback; we really appreciate it. 

As Molly grows, her tailored recipe will gradually evolve to keep meeting her nutritional needs. This can sometimes mean changes to the ingredients and flavours included in her recipe, with any adjustments made gradually to help her transition comfortably. With this said, if it's not suiting her, we're always here to support. 

Regarding your subscription, as our tailored dry food is the main part of your plan, it can't be removed or paused on its own. However, if Molly has built up a surplus, you can delay your next full order from your dashboard and, if needed, place a wet food order separately to help get things back in sync. If you ever need any support with this, our Customer Experience team will always be happy to help. You can find our details here: https://help.tails.com/hc/en-gb/articles/23074128172305-Contact-us

Thank you again for sharing your feedback. We'll be sure to pass your comments on as we continue looking for ways to improve.

Best wishes
Ellie at Tails.com

Reply from Tails.com

Updated Jul 9, 2026

Edit:
Apologies for any confusion here. I've requested your details via Trustpilot, so once I have this, I'll personally reach out to you so we can get this resolved.

I'm really sorry to read how frustrating this experience has been for you. I can completely understand why you're feeling so disappointed after trying to get this resolved, and it's certainly not the impression we'd want to leave.

We always want our customers to feel in control of their subscription. Subscriptions can be cancelled at any time through the My Account section, and there is also the option to pause or delay deliveries from the Dashboard if that's more suitable. Once an account has been fully cancelled, our system isn't able to process any further orders or take additional payments, so I'd really like to understand what may have happened in your case.

Our Customer Experience team can be contacted via email, WhatsApp or Facebook Messenger. We aim to respond within 1–2 working days, although this can occasionally take a little longer during busier periods.

I appreciate how concerning it is to receive payment notifications when you believe you've already cancelled your subscription. I've requested your account details via Trustpilot so I can investigate this further, ensure everything is resolved, and follow up with you directly.

Speak soon
Ellie at Tails.com

Reply from Tails.com

Jul 6, 2026

I'm really pleased to hear that your dog enjoys the food, especially as he's a fussy eater, but we're very sorry to hear about your experience with our customer support. 

With this said, I'm sorry to hear that you've been disappointed with your recent experience. We understand how frustrating it can be when an order doesn't go as expected and getting in touch takes longer than anticipated.

We've since reviewed your account and identified what happened with your most recent order. When your subscriptions were updated, the promotional discount was applied to the new dog you added, which affected the final charge. We've now processed a refund to correct this.

I can also see that your earlier messages received our automated responses. These are intended to help with common queries, but if they don't resolve the issue, our team will follow up as soon as possible. We've experienced higher contact volumes recently, which led to longer response times than we'd have liked, and we're sorry for the delay.

My colleague has reached out to you today but we appreciate you bringing this to our attention and hope we've been able to clarify what happened and resolve the issue.

Best wishes
Ellie at Tails.com

Reply from Tails.com

Jun 23, 2026

I'm really sorry to hear that Poppy has been unwell. We completely understand how worrying it must be to see your dog experience fits.

The safety and quality of our products is incredibly important to us. All of our ingredients and food products go through strict quality and safety checks and must meet UK and European pet food regulations before reaching our customers.

As there can be many different causes of seizures or fits, we're unable to determine from a review whether Poppy's symptoms were related to her food. Given what you've described, we'd strongly recommend speaking with your vet if you haven't already, as they'll be best placed to advise on Poppy's individual circumstances.

We'd like to look into this further and help with your request to cancel. I've sent you a private message asking for some account details so we can locate your subscription and contact you directly.

We hope Poppy is feeling better soon.

Take care,

Reply from Tails.com

Jun 19, 2026

I'm sorry to hear you're disappointed that you can't cancel the dry food from your subscription. 

As the kibble is the tailored part of our subscription, it can't be removed or cancelled from your orders.

However, we do have a process that allows you to place manual wet food only orders through your dashboard while you catch up on any dry food you already have at home. This can be done on your dashboard using the 'order wet food button'.  

I appreciate this isn't as straightforward as being able to pause just the dry food, and I've shared your feedback with the team as we're always looking at ways to make managing subscriptions easier.

If you'd like some help finding the best option for your dog's eating habits, please get in touch with our Customer Experience Team through the Help Centre. We'd be happy to review your account and help adjust your meal plan and deliveries so everything works as smoothly as possible.

Take care,
Dylan at Tails.com

Reply from Tails.com

Jun 17, 2026

Thank you for taking the time to share your feedback.

I'm sorry to hear that managing your subscription has been frustrating. We know it's important that your monthly box contains products your dog will actually enjoy, so I can appreciate why having to remove the dry food for each order isn't ideal.

At the moment, our subscriptions are built around a personalised meal plan that includes tailored kibble, so there isn't currently an option to permanently remove the dry food while keeping the subscription active.

Our wet food has been created to complement our tailored kibble blends. If you'd prefer to continue ordering wet food and treats without an active subscription, you can do so through our shop: Tails.com Shop (https://shop.tails.com/shop/?utm_source=chatgpt.com).

If you no longer wish to receive any further dry food from us, you can cancel your ongoing deliveries from the Account page of your Tails.com account.

I completely understand your feedback around having a permanent option to remove dry food from future orders, and I'll make sure this is shared with the relevant team as we continue to improve the experience for our customers.

Take care,

Reply from Tails.com

Jun 4, 2026

Thank you for taking the time to share your feedback. I'm sorry to hear that both the food and your experience with managing your subscription left you feeling disappointed.

Having reviewed your account, I can see that your subscription was cancelled on the 4th of June. Unfortunately, your next order had already started processing on the 2nd of June, which meant we were unable to stop it from being dispatched. We do send an email ahead of each order to give customers the opportunity to make changes, including pausing, delaying or cancelling future deliveries, but I appreciate that this doesn't lessen the frustration of receiving an order you no longer wanted.

I'm also sorry to hear that you found the cancellation process difficult. We ask a few questions before confirming a cancellation so that we can understand whether there's anything we can do to help, but we appreciate your comments and will share this feedback with the relevant team as we continue to review the experience.

It's disappointing to hear that the recipe wasn't the right fit for your dog. We know that every dog has their own tastes and preferences, and while our food won't be right for every dog, we're incredibly proud of the quality and care that goes into every recipe. Every ingredient is carefully selected for both its nutritional value and quality, and all of our recipes are complete and balanced in line with FEDIAF guidelines, with the safety and well-being of dogs at the heart of everything we do.

I can see that you've since been in touch with my colleague, who discussed alternative recipe options with you. Your subscription has now been fully cancelled, and as a goodwill gesture, a 50% refund has been issued on your most recent order.

Thank you again for your feedback. We genuinely appreciate you giving us a try, and we wish you and your dog all the very best moving forward.

Best wishes
Ellie at Tails.com

Reply from Tails.com

May 12, 2026

I’m really sorry to hear that you've had difficult reaching us and have excess dry food at home, That's not at all what we'd expect, and I'd like to help. 

I can see the message you sent in April, and we replied with some links to our common help articles and mentioned that if these didn’t resolve your query, to reply to that email so a member of the team could help further. I’m sorry if that process wasn’t clear, and I’ve passed your feedback on to the team responsible so we can improve this experience going forward.

I’m also sorry to hear you’ve ended up with so much excess dry food. A big part of our subscription is the tailored meal plan and scoop guidance we provide, all based on your dog’s profile details to help make sure they’re getting the right daily calories and nutrition. That said, we completely understand that every dog is different, and we’d have been more than happy to reduce the amount being sent so deliveries work better for you

I’m sorry this experience has led you to want to cancel. This can be done by logging into your Tails.com account and heading to the account tab, where you’ll find the option to cancel your subscription. If you do run into any trouble, our Customer Experience Team is available through our Help Centre on weekdays during business hours and we typically respond within a working day to help with any account changes.

Take care,
Dylan at Tails.com.