Tails.com Reviews 

Reply from Tails.com

Feb 2, 2026

Thanks for sharing your feedback. I’m really sorry to hear that your experience felt disappointing, and I appreciate you taking the time to raise these points.

Our meal plans and recipes are tailored using the information on each dog’s profile, including their age, breed, activity level, weight and body condition. I’m sorry to hear the portions didn’t feel right for your dogs, as that’s not what we’d expect. Our Customer Experience Team is always happy to review and adjust meal plans to make sure dogs are getting exactly what they need.

I’ve also taken a look at your account and can see that you received three boxes with us, all of which arrived within the allotted two day delivery window. That said, I understand how it might feel late if you were needing to supplement feeds in the meantime.

In terms of pricing, the difference between your orders was due to the introductory offers applied to your subscription, with 50 percent off your first box and 20 percent off your second. After this, the third box returned to the standard subscription price, which explains why each order total was different.

Regarding the cancellation and payment, once an account is cancelled we’re not able to take any further payments. In your case, the cancellation was made after the last date for changes on the upcoming box, which meant that order had already been scheduled.

If anything still feels unclear or unresolved, our Customer Experience Team would really like the chance to look into this properly for you and review everything in detail. You can reach them via the Help Centre at help.tails.com, and they’ll be glad to help.

Thank you again for your feedback.

Take care,
Dylan at Tails.com

Reply from Tails.com

Jan 28, 2026

I’m really sorry to hear about your disappointment with your latest order. I’d really like to help.

Our tailored feeding plans are built around our dry food, which is why we don’t currently offer wet food-only subscriptions. That said, you can place wet-food-only orders by delaying your main subscription that includes dry food.

Looking at your account, I can see that your most recent order was a wet-food-only purchase. These orders are processed straight away, which is why it wasn’t possible to cancel once it had been placed — I’m sorry about that.

For regular monthly deliveries, we always send an email in advance to let you know when your next order is due, giving you time to make changes such as delaying or cancelling before the order is processed.

If you’d like to continue ordering our wet food, you can also visit our online shop here: https://shop.tails.com/, where you’re able to order wet food and/or treats whenever it suits you.

I’m sorry if this wasn’t clearer at the time, and we really appreciate your feedback. If you ever need help managing your account, please don’t hesitate to reach out to our Customer Experience team.

All the best
Ellie at Tails.com

Reply from Tails.com

Jan 27, 2026

I’m really sorry to hear about the trouble you’ve had with the dry food size for your Jack Russells, and that your order arrived again when you were trying to cancel. I completely understand how frustrating that must be, especially when it’s something your dogs won’t eat.

Each month, we send an email to let you know when we’re about to start preparing your next order, so there’s time to make any changes. You can delay or pause deliveries via your Dashboard, and you’re also able to cancel your subscription completely through the Account tab. That said, it should always feel straightforward, and I’m sorry if this wasn’t clear or easy to do.

If you ever have trouble making changes, our Customer Experience team is always happy to help via email, Messenger or Whatsapp and you can find our contact information here: https://help.tails.com/hc/en-gb.

I’d really like to help get this sorted for you. I’ll reach out via email shortly to support you with your account, and we can also look at alternative dry food options that may be better suited for your dogs.

Speak soon
Ellie at Tails.com

Reply from Tails.com

Jan 16, 2026

We’re really glad to hear that you’re happy with the quality of the food, but we completely understand your concerns around the cost and how offers can sometimes feel focused on new customers.

One of the biggest benefits of tailored nutrition is its flexibility. Depending on your dog’s profile, we’re often able to make adjustments to their recipe, which can sometimes help bring the monthly cost down while still meeting their nutritional needs.

We never want our existing customers to feel overlooked, and your loyalty genuinely means a lot to us. Your feedback is really important and helps us improve how we support our long-term customers.

I’ll reach out to you via email shortly so we can take a look at your dog's plan and see if we can do anything to help.

Speak soon
Ellie at Tails.com

Reply from Tails.com

Dec 29, 2025

Thank you for taking the time to leave this feedback. I’m really sorry to hear about your experience, and I can understand why this would feel concerning.

I just want to clarify that we don’t have a direct phone line that can be called for cancelling or managing subscriptions. Our Customer Experience Team is available via email, WhatsApp, Facebook Messenger, and X on weekdays during business hours, and we can also arrange a callback if speaking on the phone is easier. Because of this, it’s possible there’s been some confusion around the cancellation request.

We’d never want an order to come as a surprise. Each month, we send an email titled “We’ll soon be preparing your dog’s next order”, which outlines the upcoming delivery window, the price, and the final date to make changes or cancel before the food is prepared.

I’d really like to look into this properly and understand exactly what’s happened with your account. I’ll pop you a message on Trustpilot shortly to request a few details so I can investigate this further and come back to you.

Take care,
Dylan at Tails.com

Reply from Tails.com

Dec 29, 2025

Thanks for taking the time to share your experience. I am really sorry to hear that you have been left feeling this way. Thanks for sharing your feedback about what did not work for you.

I have looked into this, as the price increase you have described does not sound like something we would apply to an account. I can see you started on a trial with 50 percent off your first subscription box, which we offer so dogs can try tailored nutrition at a reduced price. After the trial, the price moves to the standard monthly cost for your dog’s subscription.

When you sign up, we calculate an average monthly cost based on your dog’s profile and their needs over their lifetime. This means the monthly price is designed to stay consistent, even as their requirements change, unless there are major profile updates or wider cost increases. Where prices do change due to rising ingredient, packaging or production costs, we always send an email explaining why before this takes effect. From what I can see, the increase on your account brought the price to around £100, and I am unable to find the £140 figure mentioned in your review.

The monthly price can also be influenced by what is included in the subscription box, such as additional treats or wet food, so this is something we would be more than happy to go through with you. Also, one of the benefits of tailored nutrition is the flexibility to adjust recipes or options, and we can explore whether there were changes we could have made to better suit your dog and reduce the monthly cost.

In terms of cancelling, you can do this at any time by logging into your Tails.com account, heading to the account tab, scrolling to the bottom of the page and following the cancellation link. If you ever need a hand with this, our Customer Experience Team is always happy to help.

Thank you again for sharing your feedback. If you would like us to review your account in more detail or talk through any of this, please do reach out.

Take care,
Dylan at Tails.com

Reply from Tails.com

Dec 22, 2025

Thank you for sharing your experience with us. I’m really sorry to hear that your dog has decided they no longer enjoy their kibble, and I completely understand how frustrating it must be to have a full bag left uneaten.

The last thing we’d want is for you to receive food your dog doesn’t like each month. As a reminder, each month we send an email titled “We’ll soon be preparing your dog’s next order.” This email outlines the upcoming delivery window, price, and the last date to make changes or cancel. In line with our T&Cs, tailored orders are non-refundable once they’ve been prepared and dispatched, which was the case with your recent order.

One of the great things about tailored nutrition is the flexibility it gives us to create multiple recipes suited to your dog’s profile. Depending on their age, breed, and any dietary requirements, we can explore alternative combinations of our kibbles to see if we can find one they enjoy.

With our empty bowl promise, we’d be happy to work with you to create a new recipe and organise a two-week trial to see if it’s a better fit.

If you ever want to give us another try, our Customer Experience team would be happy to help guide you through the process.

Take care,
Dylan at Tails.com

Reply from Tails.com

Dec 22, 2025

I’m really sorry to read this and to hear about what your family has been through. Losing a much loved dog is incredibly hard, and I can appreciate how upsetting it would be to have unwanted payments happening at the same time.

I want to be clear that we haven’t closed our phone lines to make cancellations difficult. At Tails.com, we’re an online dog food company, so managing an account does involve some use of technology, such as accessing emails or logging in online. Subscriptions can be cancelled at any time through the account, and our Customer Experience Team can also help cancel quickly via email, WhatsApp, Messenger or X. There’s no requirement to speak to someone on the phone to stop payments.

For anyone who would rather talk things through, we’re always happy to arrange a callback at a time that suits them.

That said, we know this setup won’t suit everyone in every situation. Feedback like this really matters, and it’s something we continue to review as we look at how we can better support customers when circumstances change.

While I understand you don’t want any follow up or personal contact, I do want to reassure you that we’d never want anyone to feel trapped in a subscription or left without support. Your comments will be shared internally.

Take care,
Dylan at Tails.com

Reply from Tails.com

Dec 19, 2025

Thanks for sharing your concerns. I’m really sorry this has been such a disappointing experience, and I appreciate the chance to clarify things a bit more clearly.

The reason the order was taken two months after your trial is because the second box was cancelled due to a failed payment. We emailed you at the time to let you know we were unable to take payment for that order and that it had been cancelled. Although that delivery was cancelled, the subscription itself remained active as no cancellation was made on the account.

The following month’s order was then processed as scheduled in the next month's delivery slot, which is why payment was successfully taken and the box was dispatched at that point. As soon as you got in touch, our team cancelled any future deliveries and arranged a partial refund as could see the order had already left our warehouse, and that we couldn't stop it from arriving at this point.

I’m really sorry that the food wasn’t right for Pepper, and I appreciate you taking the time to share your feedback. If you’d like us to review anything further or talk through this in more detail, our Customer Experience Team would be very happy to help.

Take care,
Dylan at Tails.com

Reply from Tails.com

Dec 19, 2025

I’m sorry to hear your dog hasn’t been getting on with the food, and I understand how frustrating it must be to keep receiving something you no longer want. I’m keen to get this sorted for you.

I’ve checked your account and can see the subscription has remained active, with deliveries being postponed rather than fully cancelled. While a subscription is active, future orders will continue to be scheduled, and these are always visible in your Dashboard. We also send an email ahead of each order to give time to make changes, including cancelling if needed.

That said, our Customer Experience Team is always happy to help manage orders or look at recipe adjustments if a dog isn’t enjoying their food. You can find our contact information here: https://help.tails.com/hc/en-gb.

For now, I’ve cancelled your subscription as requested, so no further orders will be processed. If you ever decide you’d like to explore recipe changes or alternative options in the future, our team will be happy to take a look at what might better suit your dog.

All the best
Ellie at Tails.com

Reply from Tails.com

Dec 12, 2025

It’s lovely to hear your dog enjoys the food, but I’m really sorry for the frustration this situation has caused. I’d like to help clear things up.

I’ve had a look into what happened, and can see you were looking to switch to wet food only, with your dog not enjoying the dry food. At the moment, we’re not able to offer a wet-food-only
subscription, which is why the system wouldn’t let you remove the kibble from your plan. When you let us know you didn’t want to continue because of this, the team cancelled the subscription as requested and offered a discount so you could still order wet food separately through our online shop.

I completely understand how stressful it must have felt when the payment had already been taken. As a goodwill gesture, we refunded that order to make sure you weren’t out of pocket.

You’re welcome to restart your subscription at any time through your dashboard if you decide you’d like to receive dry food again in future, and we’ll be here to help if needed.

Best wishes
Ellie at Tails.com

Reply from Tails.com

Dec 8, 2025

I’m sorry to hear you’re looking to cancel your subscription, and I’m keen to help get this sorted.

We always want our customers to be in control of their account, so you can cancel your subscription anytime via the Account tab. You can also pause or delay your orders through the Dashboard.

I’ve checked and can see your email from today requesting cancellation. We usually aim to respond within a couple of working days, but not to worry. I’ve now cancelled your subscription, so no further orders will be processed. I’ll also reply to your email shortly to confirm this.

If there’s anything else we can do to help, please don’t hesitate to get in touch.

Best wishes
Ellie at Tails.com

Reply from Tails.com

Dec 2, 2025

I’m really sorry to hear about the difficulties you’ve had cancelling your order, especially after having such a good experience with us previously. I completely understand how frustrating it must have been when the website wasn’t working for you and the order went through before you were able to make any changes.

You can cancel at any time through the Account tab, or pause or delay upcoming deliveries directly from your dashboard. We also send an email ahead of each monthly order being prepared to give you time to make any updates, including cancelling, before anything is processed.

I completely understand your concerns about closing our phone lines, and I appreciate you sharing your thoughts with us. Feedback from our customers is invaluable to us, and I’ve made sure it’s been shared with our team. In the meantime, we’re here to support you via WhatsApp, Facebook Messenger and email Monday-Friday.

We can also help support with your puppy’s recipe and see if there’s any adjustments we can make to help them enjoy their meals more, but you could also give these tips a try from our Head Vet Sean, which you can find here: https://help.tails.com/hc/en-gb/articles/360000775477-Your-dog-doesn-t-like-their-dry-food-recipe.

I’m keen to look into this further for you, so I’ve requested your details via Trustpilot and will follow up via email.

Speak soon
Ellie at Tails.com

Reply from Tails.com

Nov 26, 2025

I’m really sorry to read this, and it’s disappointing to hear we’ve not given you the experience you expected. I’d really like to help get things sorted.

If you’re looking to cancel, you can do this by logging into your account, heading to the account tab and scrolling down to the link that says cancel. If you'd prefer a hand, just let us know and we’ll cancel for you.

I’ve sent you a message here on Trustpilot so I can locate your account and take a closer look at what’s happened with your experience. Once I hear back, I’ll follow up directly to help if I can.

Take care,
Dylan at Tails.com

Reply from Tails.com

Nov 25, 2025

Thanks for sharing this with us. I’m sorry to hear you’ve not noticed a difference yet with your dog and that the price isn’t feeling right for you. I’d really like to help.

The price you pay is based on the ingredients in your dog’s tailored recipe. One of the benefits of tailored nutrition is the flexibility to create different combinations of our custom kibbles to suit their needs. Depending on their profile details, there may be ways to adjust the recipe to bring the monthly cost down, and I’d be more than happy for us to explore those options together.

Sometimes it can take a little time to see improvements with things like digestion or skin and coat health, but every dog is different and sometimes just needs a small tweak. Our Nutrition Team can review your dog’s profile, and feeding plan if you'd like, to make sure we’re giving them the best possible fit. If you'd like us to take a closer look at their recipe or the price, just reach out through our Help Centre and we’ll be ready to help.

If you’d prefer to cancel instead, you can do this by logging into your account, heading to the account tab and scrolling down to the link that says cancel. If you run into any trouble, just let us know and we’ll help you through it.

Take care,
Dylan at Tails.com