Tails.com Reviews 46,542

Reply from Tails.com

Jun 18, 2026

Thank you for taking the time to share your feedback.

I'm really sorry to hear that your dog was unwell and that you've lost trust in us as a result. We know how worrying it is when your dog isn't feeling their best.

I can see that our in house Nutrition Team looked into this with you and found that the Hearty Ragu with Beef, Pasta & Peppers trays your dog received in May were the same updated recipe that had already been included in your April delivery. As your dog had eaten the updated version previously without any reported issues, we wouldn't expect the recipe changes alone to have caused the symptoms you saw later on.

That said, when introducing a new food, it's possible for dogs to encounter ingredients they haven't had before or that simply don't suit them as an individual. Every dog responds differently, and we'd be happy to look into this further with you. 

At the time, we offered to refund or credit the trays that you felt may have caused the issue, but unfortunately we didn't hear back from you.

While we completely respect your decision to move elsewhere, we're sorry to see you go and disappointed that your experience left you feeling this way. We appreciate the time you spent with us and wish you and your dog all the very best for the future. If there's ever anything we can help with, or if you'd like to discuss this further, we're always here to help.

Take care,

Reply from Tails.com

Jun 18, 2026

I'm really sorry to hear about your experience. I can understand that it can be frustrating when you're waiting a while to get a response to your query. 

While we've moved away from offering a phone line as part of our standard support, customers can still request a call if needed. We know that sometimes speaking to someone directly is easier for some customers. 

Our Customer Experience Team aims to respond to messages within 1–2 working days across WhatsApp, social media and email, although response times can occasionally be a little longer during particularly busy periods, so we do apologise for any delay.

That said, having three messages go unanswered is understandably frustrating, and we're sorry that this left you feeling ignored. This isn't the experience we want anyone to have when reaching out for support.

I'd like to see if we can offer any support, so I've requested your details via Trustpilot and will follow up via email.

Speak soon
Ellie at Tails.com

Reply from Tails.com

Jun 18, 2026

I'm really sorry to hear that you've been charged for food that you weren't expecting. That's not at all the service we're looking to provide for you and I'd like to help.~

We aim to be as transparent as possible about how our subscription works. During sign up, the details of the introductory trial and ongoing subscription are shown throughout the checkout process, including the cost and frequency of future deliveries before an order is placed.

As a heads up, each month we send an email titled "We'll soon be preparing [your dog's name]'s next order". This email outlines the upcoming delivery window, price and the last date to make changes or cancel before the order is processed.

That said, I appreciate it's frustrating if the subscription wasn't what you expected. All deliveries can be managed, paused or cancelled through your online account at any time, and our Customer Experience Team is always happy to help if needed.

I've sent you a private message to gather a few details so I can locate your account and have a closer look at what happened.

Take care,

Reply from Tails.com

Jun 17, 2026

I’m sorry to hear Tim isn't too keen on his Tails.com recipe. 

It’s not uncommon for dogs to take a little time to get used to new flavours, so you might find these tips (https://help.tails.com/hc/en-gb/articles/360000775477-What-if-my-dog-doesn-t-like-their-tails-com-recipe-) from our Head Vet Sean helpful. 

We know that not every dog will get on with their tailored recipe, so our Customer Experience Team is always here to help explore alternative options. You can find our contact details here: https://help.tails.com/hc/en-gb.

I'll pop you an email shortly so we can take a further look at his plan and see if we can look at introducing some fish flavours.

Speak soon
Ellie 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,