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
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No customer service
No customer service.
Wanted to cancel kibble far to hard
Need someone on the phone for us middle aged that struggle with technology
6 May 2026
Reply from Tails.com
I'm sorry to hear that you've found it difficult getting in touch with us and that you've been trying to remove the dry food from your subscription.
Our Customer Experience team aims to reply within 1–2 working days, although responses can occasionally take a little longer during busier periods. While we mainly support customers via email, WhatsApp, and social channels, we completely understand that these options aren’t suited to everyone. Customers can still request a phone call through these channels, and a member of the team will get in touch as soon as possible.
As the dry food is currently the core part of our subscription service, I'm afraid this can’t be removed from the plan. However, our wet food range can be purchased separately through our online shop without an active subscription. You can find this here: https://shop.tails.com/. You can then cancel the subscription via the "My Acccount" tab if needed.
We really appreciate your feedback, as it helps us understand where we can improve the experience for all customers and if we can do anything to support you, please do get in touch.
Best wishes
Ellie at Tails.com
My dog refuses to eat it
Seren has refused to eat the last delivery of food, I understand you have made adjustments to the recipe, however she will not accept this change Therefore I intend to cancel my order.
4 May 2026
Reply from Tails.com
I’m really sorry to hear Seren hasn’t been enjoying her latest bag of dry food. I know how worrying it can be when they suddenly go off their food, especially after a change.
We have recently made some adjustments to the composition of our kibble to ensure it remains nutritionally complete and balanced, giving dogs everything they need. You can read more about the reformulation here: https://help.tails.com/hc/en-gb/articles/43013663379217-Improvements-to-our-kibbles
That said, taste matters just as much, and some dogs can be a little unsure when something new is introduced.
We’d love the chance to help before you decide to cancel. One of the benefits of our tailored approach is that we can adjust Seren’s kibble to better suit her preferences, whether that’s trying a different flavour combination, while still keeping everything nutritionally spot on for her.
I’ll reach out to you directly so we can look at some alternative options together and find something Seren is happy to tuck into.
Take care,
Dylan at Tails.com
Good choice of food for dog
Good choice of food for dog. Good options to cancel/change/postpone deliveries. Would like offers though, good customers should get options for cheaper treats/toys etc.
15 April 2026
Good choice of food
Good choice of food. I wish the app was easier to add and cancel products though!
15 April 2026
Price too high and got no help or response
I emailed in to inform the company that the price is way too high and if it can’t be brought down then I will need to cancel my subscription I got an automated reply then no further help when I replied
18 April 2026
Reply from Tails.com
I’m sorry to hear that you’re considering cancelling your subscription due to the price, and that you're still waiting to hear from us.
Our Customer Experience team aim to respond within 1-2 working days, though this can be slightly longer during busier periods, so we do apologise for the delay in getting back to you.
We always aim to keep pricing as fair as possible, and any increases are only made when necessary. This change reflects rising costs around high-quality ingredients, packaging, and delivery, all of which go into creating and sending each tailored recipe. That said, I completely understand that affordability is just as important, especially with the current cost of living.
In many cases, we’re able to make small adjustments to a dog’s plan to help bring the monthly cost down, but I’ve taken a look at your dog's dry food recipe, and it’s already at the lowest price we’re able to offer on an ongoing basis. With this said, we can look at adjusting the ratios of the dry and wet food portions to help reduce your overall cost.
I’ll follow up on your email shortly to see what adjustments might be possible and whether I can offer any further support to help make your subscription more manageable for you.
Speak soon
Ellie at Tails.com
Terrible Customer Service
I haven't even received the first lot of food yet and already I'm having problems with customer service!
I ordered trial food for 2 rescues I'm getting at the weekend....couldn't deliver until next week which is fine, gradual change etc....
I then ordered extra for one of them then suddenly realised neither of them might like it it could be wasting money. I got in touch with them within minutes to cancel it, gave them the order number and explained why.
Only for them to get back to me about 36 hours later saying they had cancelled it....but they hadn't. They had cancelled my trial box for the 2 of them! I emailed them back to explain this and when they eventually got back to me they said it was too late to cancel the one i didn't want as the order has now been sent!
What could I say??
They then said they'd reinstate the trial order. They did. But it's cost me another £70.33!! I was furious.
I emailed them straight away asking for someone to contact me as soon as possible...the next afternoon I'm still waiting for a response.
I will be taking this further. It's disgusting and the customer service is a joke.
I haven't even had the product yet!!
*UPDATE*
I now have delivery of the food....both boxes, including the one I tried to cancel. The delivery was great..the guy was really nice and friendly.....
It's now the 19th and I'm still yet to hear from this company.
I will be taking it further if they can't sort this out quickly.....
*UPDATE*
Well after all the delayed responses from L at customer service I'm still annoyed and stressed to bits.
I asked for a breakdown of the order....she sent me a screenshot of the total amount!? How does that help? The next email she told me that the 2nd dog gets 50% off, not the sane as the first, it didn't state that, never mind just the kibble only! Not wet food or treats, a small bag of kibble!!
Then she said I was owed £7.something....if the query was being looked into thoroughly how has it taken this long to realise that? I was then told to go onto their website and look at my orders there....
This has been an absolute farce from beginning to end!
Being that the wrong order was cancelled in the 1st place and the discounts weren't explained fully.
I don't mind paying a bit extra for decent dog food, especially when they're 2 old dogs I'm taking on...however the whole process has been confusing, complicated and extremely stressful.
I did get a speedy response from tails.com about my review, on the first working day after, thankyou which I responded to but I'm still waiting to hear back.
They said they'd sent a private message through trustpilot but I couldn't find it, I filled in the return request details regardless...
I'll keep checking.
16 April 2026
Unprompted review
Reply from Tails.com
I’m really sorry to hear about your experience, and for the confusion around your orders and cancellations. That’s not the kind of first impression we want to give, especially when you’re preparing for your new rescues arriving.
I’ve tried to locate your account and previous messages so I can look into this properly, but I haven’t been able to find your details just yet. I’ve sent you a private message here on Trustpilot to gather a few more details, and as soon as I hear back I’ll dig into everything and get this sorted for you.
Just to mention, our Customer Experience Team was closed over the weekend, so one of the team will have been due to pick this up today. I’m really sorry for the delay in getting back to you.
We’ll get to the bottom of what’s happened here and make sure it’s resolved as quickly as possible.
Best wishes,
Dylan at Tails.com
A disappointing and frustrating experience!
I am extremely disappointed with Tails and the way they handled a situation that directly affected my dog’s welfare. My April order wasn’t dispatched on time, leaving me at risk of running out of food. I only found out there was a known delay after I contacted them myself, when they should have been proactive and reached out.
What followed was even worse. I was offered a refund while I waited for the delayed delivery, which I reasonably accepted as a temporary solution. At no point was a cancellation mentioned. Despite this, Tails decided to cancel my order entirely, without warning or explanation, and informed me just as their office was closing for the weekend. This left me scrambling around pet shops trying to find an alternative at the last minute.
As a result of their actions, I was forced to spend over £100 on different food and move my dog onto it immediately, without a proper transition. Anyone who understands dog nutrition knows this can be harmful to a dog’s digestion, yet this appeared not to be considered at all. The entire situation was caused by assumptions made by Tails, leading to the exact outcome I was trying to avoid.
To make matters worse, the responses I received felt clearly AI‑generated and showed no real understanding of the issue or concern for my dog’s wellbeing. That lack of human judgement and accountability was the final straw for me, and I cancelled my account as a result. I trusted Tails to put my dog first, and they let us both down badly.
13 April 2026
Unprompted review
Reply from Tails.com
Thank you for taking the time to share your experience with us. I’m truly sorry for the situation you’ve been put in and completely understand why this has been so frustrating and worrying, especially when it directly impacts your dog’s wellbeing.
Firstly, I want to apologise that your April order was delayed and that you had to chase us for information. We’ve recently been transitioning to a new factory, and while this is an important step in improving our long-term service, it has come with some short-term teething issues around stock and fulfilment. We're sorry that we couldn't communicate these issues sooner.
I also want to address the confusion that led to your order being cancelled. It looks like there was a misunderstanding around the request at the time, which unfortunately resulted in the cancellation of your order and refund being processed when that wasn’t your intention. I completely appreciate how disruptive this was, and we’ve taken this on board as clear feedback to ensure we’re much more careful and explicit in how we handle situations like this going forward.
As a dog owner myself, I understand how important it is to avoid sudden diet changes. Having to source alternative food at short notice and transition your dog quickly is far from ideal.
I can confirm your refund has already been processed. Your next order is currently scheduled for May, though you’re able to bring this forward at any time via your Dashboard if that helps.
We’re also actively working through the early operational issues following our factory move and are confident things will continue to stabilise as we fully adjust to these changes.
If we can do anything else to help, please don't hesitate to reach out.
All the best
Ellie at Tails.com
Quality Wet Food but no option to permanently cancel Dry Food
My dog loves their wet food, but doesn’t like their dry food however my dog doesn’t like any dry food. The reason for the 3 stars is that you can not cancel the dry food completely you have to do a wet food only request, which is not easy to find on their website. I have tried dry food from so many different brands but he doesn’t like any.
10 April 2026
Reply from Tails.com
Thanks for sharing your experience, and it’s great to hear your dog is enjoying the wet food!
I completely understand how frustrating it can be when they won’t take to dry food, especially when you’ve already tried a range of different brands. Some dogs really do have a strong preference.
Just to clarify, our dry food is the tailored part of what we offer at Tails.com, so we don’t currently provide wet food only subscriptions or feeding plans. Our wet food is designed to be fed alongside the dry food as a complement. If you’d prefer to stick with wet food and treats, you can still order these through our separate shop here: https://shop.tails.com/shop/
If you ever did want to give dry food another try, we’d be more than happy to adjust your dog’s tailored kibble or share some tips that might help with the transition.
Take care,
Dylan at Tails.com.
Iv repededly tried to change what i…
Iv repededly tried to change what i recive . My dog dose not like the dry food but loves the wet and u refuse to sell the wet food alone. I pay 80plus pound every 4 weeks for my order and have kilos and kilos of dry food sitting as my dog hardly touches it . But loves the wet food. Il have no option but to cancel from this month. Rediculas that u canot order just what ur dog wants and have got to order what tails want u to purchase. See nothing but people saying the same everywere ye look.
10 April 2026
Reply from Tails.com
I’m really sorry to hear about your experience. I completely understand how frustrating this must be, especially when your dog prefers the wet food.
Our dry food is the core of our tailored plans, which is why it can’t currently be removed from the subscription. That said, we know this setup doesn’t suit every dog. If your dog does better on wet food only, you can purchase this separately through our online shop and cancel the subscription if that works better for you. You can view our online shop here: https://shop.tails.com/.
Another option, if helpful, is to delay your subscription deliveries to avoid building up more dry food and order wet food top-ups as needed in the meantime, which can be done via the Dashboard. Our Customer Experience Team are always here to help, so don't hesitate to reach out.
We really appreciate your feedback on this, as it’s something we’re always reviewing as we look to improve our service.
Best wishes
Ellie at Tails.com
Great food that our dog loves
Great food that our dog loves. The only frustrating thing was that, as a new customer, I wanted to try some of the other products you offer, which are great as well. However, they were automatically added as a monthly subscription without making that clear, so I then had to cancel it. I’d prefer to choose treats when I need them rather than have them on subscription.
1 April 2026
Unprompted review
Great food that our dog loves
Great food that our dog loves. The only frustrating thing was that, as a new customer, I wanted to try some of the other products you offer, which are great as well. However, they were automatically added as a monthly subscription without making that clear, so I then had to cancel it. I’d prefer to choose treats when I need them rather than have them on subscription.
31 March 2026
Rosie is not eating the dry food so can…
Rosie is not eating the dry food so can I cancel my order please
28 March 2026
Reply from Tails.com
I’m sorry to hear that Rosie isn’t getting on with her dry food.
One of the benefits of tailored nutrition is that, depending on your dog’s profile, we can make adjustments to their recipe to help find something that suits them better. We also have some helpful tips from our Head Vet, Sean, which you can find here: https://help.tails.com/hc/en-gb/articles/360000775477-What-if-my-dog-doesn-t-like-their-tails-com-recipe-.
Our Customer Experience team is always here to support you with Rosie’s plan, whether that’s adjusting her recipe or helping with delaying or cancelling orders. You can find our contact details here: https://help.tails.com/hc/en-gb.
I’d really like to see if there’s anything we can do to help, so I’ll reach out via email shortly. In the meantime, I’ve cancelled your subscription as requested.
Speak soon
Ellie at Tails.com
Difficulties with cancelling dry food from the subscription …
I found it difficult to cancel dry food from the subscription box so I suspended my subscription for a month and will possibly cancel my deliveries completely if I cannot find away to change the dry food.
My dog is a fussy eater and she is eating the wet food as soon as it is put down which she has never done before with other brands of dog food. I would recommend the food just not the website.
2 March 2026
Reply from Tails.com
I’m really sorry to hear how frustrating you’ve found the website, that’s certainly not the experience we want anyone to have. We really appreciate you taking the time to share your feedback.
Our dry food is our main tailored product and forms the core part of the plan, which is why it can’t currently be removed from the subscription. That said, you do have the option to delay your next order and place one-off wet food–only orders if you need a bit of time to catch up on the dry food. If you’re planning to move your dog to a wet-only diet, your plan can also be cancelled at any time through the “My Account” section of the website.
We’d also be very happy to help make some adjustments to your dog’s plan to see if that helps. For example, we can review the dry food recipe and tailor it further to better suit your dog’s tastes or needs, and we can also look at adjusting the balance of wet and dry food on the plan.
I’ll reach out to you via email shortly so we can take a closer look together.
Speak soon
Ellie at Tails.com
I don't recommend this company at all
I don't recommend this company at all. The website is absolutely impossible. I have navigated every other website with no issues. All I wanted to do was delete dry food. They make it as difficult as possible. No cancellation button. Again they make this as difficult as possible to find. Honestly never been so infuriated. I followed all directions on Google but no avail. Emailed with no reply. I don't want to deal with your badly organised website so please cancel all future business with yourselves.
7 March 2026
Unprompted review
Reply from Tails.com
I’m really sorry to hear how frustrating you’ve found the website, that’s certainly not the experience we want anyone to have, but we really appreciate you taking the time to share your feedback.
The dry food is our main tailored product and forms the core part of the plan, which is why it can’t currently be removed from the subscription. There is the option to delay your order and place one-off wet food–only orders if you need time to catch up on the dry food. However, if you’re looking to switch your dog to wet food only, your plan can be cancelled at any time through the “My Account” section of the website.
If the issue is that the dry food wasn’t working well for your dog, we’re always happy to look at adjustments that might help. For example, we can review and tailor the dry food recipe further to better suit your dog’s tastes or needs, and we can also look at adjusting the balance of wet and dry food on the plan if that would help.
That said, I completely understand if you’d prefer to cancel. I’ve requested your details via Trustpilot and will follow up with you by email to confirm your subscription has been cancelled.
Speak soon
Ellie at Tails.com
Lovely company treated well with…
Lovely company treated well with respect, unfortunately I had to cancel my subscription because my dog has stopped eating the food but I would recommend Tails.
25 February 2026
Emotional turmoil
I am writing this whilst enduring the unimaginable grief of losing my boy, and your disgraceful website design has unnecessarily compounded my distress. I simply needed to cancel my account. Instead of allowing me to get this painful task over and done with, your system forced me to sit and relive my emotional anguish just to navigate your ridiculous interface.
Because I hadn't ordered recently, I was actually forced to reorder simply to have the option to cancel, all while trying to make sense of two completely disjointed account tabs. When someone is dealing with a tragic loss, they shouldn't be forced to jump through such heartless hoops. It makes it glaringly obvious that your only priority is extracting money. This is enshittification at its absolute finest—a truly terrible and shameful way to treat people.
3 March 2026
Unprompted review
Reply from Tails.com
I’m truly so sorry to hear about the loss of your boy. Having to deal with account admin on top of everything else should not have added to your distress, and I'm really sorry that this wasn't straightforward. Please accept our heartfelt condolences from everyone here at Tails.com.
Thank you for taking the time to explain what happened. From what you’ve described, that experience doesn’t sound right. You should never need to place a new order in order to cancel (as that would mean the account was cancelled already), and I’m really sorry that the process felt confusing and upsetting at such a painful moment.
I’d really like to look into this properly so we can understand exactly what went wrong and make sure it doesn’t happen again. I’ll reach out to you via Trustpilot to confirm your account details. Once I hear back I'll follow up via email and make sure everything is fully cancelled and that no further deliveries or payments will be taken. If there’s anything else you’d like us to take care of, please just let me know and I’ll handle it for you.
Again, I’m so sorry for your loss, and for the added upset this has caused at such a difficult time.
Take care,
Dylan at Tails.com
A couple of weeks ago a lady from tails…
A couple of weeks ago a lady from tails com rang me and offered me a sample of dog food, She said it was free ,just £2 for delivery, ok, I didn't want to accept it,as I don't have a dog, but,at the end , I accepted it and gave the dog food to my neighbour, who got a dog, in the phone I told this lady that I am not subscribing for more dog food,as I don't need it, because I don't have a dog, She said to have a think, without asking me or informing me they sent me today and email telling me that my next delivery of dog food is coming in a few days and it will cost me £33, I was shocked 😳,and very angry,as I didn't ask for more dog food deliveries, but they have my bank details because I paid for the delivery of the free parcel that they offered me a few days ago, anyway, I emailed them, because they removed their phone number,very convenient for them, terrible, dishonest, unprofessional,charging me for something I didn't even order, crazy, I am going tomorrow to my bank to block any payments for them,as they didn't even replied to my emails, I cancelled them, but I read on their app that even if You cancel, I can't return the food,well, I am not accepting the food,anyway, didn't ordered it and I don't want it, don't have a dog, not good at all
1 March 2026
Unprompted review
Reply from Tails.com
I’m really sorry to read this, and I completely understand why that email would have come as such a shock.
From what you’ve described, this clearly isn’t what you were expecting, especially as you explained you don’t have a dog. That’s not the experience we’d want anyone to have.
I’m going to request your details via Trustpilot now so I can locate the account and review exactly what’s happened. As soon as I hear back from you, I’ll make sure everything is fully cancelled and no further deliveries or charges go ahead. If anything has been taken in error, we’ll review that with you as well.
All of our calls are recorded, so I’ll also listen back to the conversation and pass feedback on to the agent involved. We should only ever be setting up subscriptions for customers who have a dog, so I’ll make sure this is looked into properly.
I’m sorry you’ve felt unable to reach us by phone. While we don’t have a direct phone line, our team is available via email and messaging channels, and we aim to respond as quickly as possible. If you’ve already emailed, we’ll pick that up as a priority once I’ve been able to locate your details.
Thank you for raising this. I’ll be in touch as soon as I hear back from you so we can get this resolved quickly.
Take care,
Dylan at Tails.com
Excellent products
My doghas never liked dog food I have tried all top brands and he didn’t want to know, until now. Hr really likes Tails wet dog food. He has even eaten some of the kibble when really hungry. Again that is unusual for him.
Tails offers subscriptions which must include kibble. That is no good to me. The bag of kibble supplied with my first order will last a year. I couldn’t amend my subscription to wet food only so had to cancel my subscription and buy ad hoc from their shop. This has to be the daftest business model ever. They could have had a subscription and secured repeat business instead they leave me to consider other brands. Even more stupid they sent me a lust of their competitors to ask if I had switched to one of those when I cancelled my subscription. This despite the fact I told them why I had to cancel upfront. To summarise excellent products but strange management.
12 January 2026
Unprompted review
You did not took money listen to me about my…
You did not listen to me about my orders and took money out of my account without telling me about it then was told I could not just buy wet food that why I cancel my order
26 January 2026
Reply from Tails.com
I’m really sorry to hear about your experience, and I appreciate you taking the time to share your feedback.
I just want to add a bit of clarity around the timing. We received your email on the 9th, but the last date to make changes or cancel your upcoming order was the 8th. By that point, your box had already been prepared. Because the dry food is tailored specifically to your dog, it’s classed as a non refundable item in line with our terms and conditions.
It's great to hear how much your dog is liking their wet food. Our wet food is designed to be fed alongside our tailored dry food, which is the core part of our subscription, so it can’t be removed to create a wet food only plan. That said, our Customer Experience Team has replied with some options to amend your dog’s recipe to see if we can find a dry food they enjoy more. If you're interested in trying this, just let us know.
If you’d prefer to buy wet food without a subscription, you can also do this on our separate shop at shop.tails.com, where you can order as and when it suits you.
I’m sorry this hasn’t worked out as you’d hoped, but thank you again for your feedback. It’s really helpful, and I’ll be sure to pass it on to the wider team.
Take care,
Dylan at Tails.com
Dreadful customer service
I have emailed this company twice, with no response.
I WhatsApp them yesterday and informed I would receive a response within 24hrs. Just received a text to say that my enquiry had timed out and would need to send another text.
I am going to cancel, an absolute disgraceful customer service.
David Dalton
3 February 2026
Unprompted review
Reply from Tails.com
I’m really sorry to hear about the trouble you’ve had trying to get in touch. I completely understand how frustrating that must have been, especially when you were waiting for a reply.
We aim to respond to emails within 1–2 working days and WhatsApp messages within 24 hours, though during busier periods this can sometimes take a little longer, and I’m sorry for the delay you experienced.
I can see that one of my colleagues has now been in touch to help get this sorted, but please do let us know if there’s anything else we can help with.
Best wishes
Ellie at Tails.com
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