Tails.com Reviews 46,542

Reply from Tails.com

Jun 17, 2026

We’re truly sorry to hear about the loss of your dog. Losing a much-loved companion is incredibly difficult, and we can only imagine how heartbreaking the past week has been for you and your family. 

I can completely understand how upsetting it is to see a beloved pet's health decline, and why you may be questioning whether anything could have been done differently.

We would always recommend speaking with a veterinary professional before changing a dog's diet if they have any existing health conditions or complex medical needs. Every dog is different, and a vet is best placed to advise on the most appropriate nutrition for their individual circumstances. We're always happy to help owners understand our recipes and discuss which options may be suitable for their dogs, particularly where there are health considerations. If customers are ever unsure, we encourage them to get in touch with us and seek guidance from their veterinary team before making dietary changes. If we don’t believe we’re the right choice for you, we will always be honest, whether that’s during sign-up or if you were to get in touch, as your dog’s health is our priority. 

Here at Tails.com, we choose every ingredient carefully, both for the nutritional benefits and to make sure each recipe is complete and balanced. Everything we use meets FEDIAF guidelines  – in short, if it’s not safe for dogs, we won’t use it.

This isn’t something we would expect from our food, so I’m keen to look into this further for you. I’ll reach out via email shortly to see where we can help.

Speak soon
Ellie at Tails.com

Reply from Tails.com

Jun 16, 2026

I’m really sorry to hear that your dog became unwell and that you’ve been left feeling disappointed with your experience.

At Tails.com, every kibble blend is tailored to the information provided in a dog’s profile, including their age, breed, activity level, weight, body condition and any exclusions selected during sign up. We offer a wide number of tailored combinations. 

Your dog’s profile details such as their age and any ingredient exclusions can affect which tailored kibble combinations we’re able to offer. This is because each blend needs to meet specific nutritional requirements to ensure it remains a complete and balanced option that’s suitable for your dog’s individual needs.

All of our tailored kibble blends are formulated to meet the nutritional standards set by UK Pet Food for complete and balanced nutrition. We work closely with qualified veterinary and nutrition experts when developing our products, and the ingredients used in each blend can be viewed at any time through a customer’s account.

We’re sorry to hear your dog experienced a reaction after starting our kibble. Introducing a new diet can sometimes expose dogs to ingredients they haven’t had before, which may not suit every individual dog. However, we’d never expect a severe reaction. In cases where a dog has complex or specific medical dietary requirements, a prescription diet may be the most appropriate option.

I’d be keen to look into this further. I’ve sent you a private message requesting some account details and, once I hear back, I’ll follow up via email so we can review your dog’s experience in more detail.

Take care,

Reply from Tails.com

Jun 16, 2026

Thank you for your feedback. We completely understand your disappointment with receiving a replacement for your first customised order.

Unfortunately, we experienced a temporary stock issue with some of our wet food, so the beef flavour was substituted with lamb to ensure your order could still be fulfilled and delivered on time. 

We always aim to minimise substitutions, and we're working hard to maintain stock levels and hope your next order arrives exactly as requested.

Thank you for your understanding and continued support, and don't hesitate to reach out if we can do anything to help.

All the best
Ellie at Tails.com