Tails.com Reviews 

Reply from Tails.com

Sep 15, 2025

I’m really sorry to hear you’ve had trouble adjusting your order, and I’d like to help.

The dry food is the tailor-made part of our subscription and can’t be paused or removed. However, you can place a wet food-only order via your Tails.com dashboard. This allows you to have just wet food for the month and also gives you the option to delay your full subscription, including dry food, by a month.

I completely understand that this process could be simpler, and we’re working on a more flexible way to make it easier for our customers. While I don’t have an exact timeline yet, your feedback has been passed on to the team—it’s feedback like yours that helps us make real improvements.

Our Customer Experience Team is always happy to help, so please don’t hesitate to reach out. You can find our contact information: https://help.tails.com/hc/en-gb.

Best wishes
Ellie at Tails.com

Reply from Tails.com

Sep 2, 2025

I’m really sorry to hear about the experience you’ve had with your recent order and with trying to get in touch with us. I completely understand how frustrating this must have been, especially when you were relying on your dog’s food arriving within the expected window.

I can see that the delay was caused by the recent bank holiday, which slowed down our factory dispatches. On top of that, an issue with our website following the treats promotion led to a higher volume of customer queries than usual, which unfortunately delayed our responses. We sincerely apologise for the inconvenience this caused.

Although we no longer have a direct phone line, our Customer Experience Team is here to support you via email, Facebook Messenger, and WhatsApp during weekday working hours. If you’d prefer to speak with someone, we can arrange a callback at a time that works best for you—just let us know your preferred number and availability. We recognise this didn’t go smoothly for you recently due to unusually high demand, and we’re truly sorry for that experience.

I can see that my colleague has already been in touch to share the expected delivery timeframe, and I can confirm your order was marked as delivered on 1st September at 2:14pm. We completely understand that it’s not ideal for your order to have arrived a few days later than expected, and we appreciate your patience while we worked to get it to you. Please be assured that we’re continuing to review our processes to help ensure future deliveries run as smoothly as possible.

If there’s anything further we can do to help, please don’t hesitate to get in touch, and we’re sorry again for the delays.

Ellie at Tails.com

Reply from Tails.com

Aug 29, 2025

I’m really sorry to hear about the trouble with your latest order and that you’ve not been able to get a response from us. I completely understand how important it is for your deliveries to arrive on time, especially when you rely on them.

This definitely isn’t the experience we want for you, particularly after being with us for a few years, and I’d love to help get this sorted. I’ve sent you a private message here so I can locate your account details. Once I have that, I’ll follow up by email to check on the status of your order and make sure your dog has the food they need as quickly as possible.

Just to explain, we’ve had a small backlog after the recent bank holiday which has meant it’s taken us a little longer than usual to reply to messages. We’re working hard to catch up and get back to our usual 1 to 2 working day reply time.

Thank you for letting us know about this. I’ll do everything I can to put it right.

Best wishes,
Dylan at Tails.com

Reply from Tails.com

Aug 26, 2025

I’m really sorry for how frustrating this experience has been for you today.

We had a known tech issue on our website that was causing delays and making pages take longer to load, and our engineering team have been working hard all day to get it sorted. I’m glad to see it’s now fixed and that you’ve been able to cancel your account successfully. We know how important it is that you're able to manage your account on our website, and we're really sorry it wasn't up to our usual standard.

I also want to apologise for not getting back to your WhatsApp message sooner. We’ve had a small backlog over the bank holiday weekend, but I’ll reply on your thread directly to check in and make sure there’s nothing else you need from us.

Best wishes,
Dylan at Tails.com.

Reply from Tails.com

Updated Aug 27, 2025

I’m really sorry to read your review and can completely understand why you’d be concerned by what you’ve described. I'm keen to look into this further for you.

Please know we’d never intentionally ignore a customer or remove them from our service. When someone first gets in touch by email, our system sends an automatic reply with links that might help resolve things quickly yourself, as most customer queries can be resolved by using our website. In this message we let you know, If further support is needed, replying to that message puts you straight through to our team. I’m sorry if this process wasn’t clear or left you feeling unsupported.

We take product quality very seriously. Our dedicated Product Quality Team work closely with our factory to make sure every batch meets our high standards, with several checks before food is included in your dogs recipe and then sent out. We wouldn’t expect you to find anything like what you’ve described, and I’d like to look into this further for you, and conduct an investigation.

I’ve sent a request via Trustpilot to help locate your account, and once I hear back I’ll follow up by email so we can get this resolved together.

Best wishes,
Dylan at Tails.com

Edited reply:

Thanks for sharing your details with us via Trustpilot.

I’ve looked into your account and conversations with us, and I can see that your interactions with our team included repeated uses of inappropriate language.

In line with our zero-tolerance policy for abusive behaviour towards our staff, we permanently canceled your account and securely deleted your personal data.

Your messages to us indicated an issue with our website and not being able to make the changes needed for your account, with no mention of a quality issue.

We take food safety seriously. Our Product Quality Team ensures that every stage of production undergoes rigorous quality checks. From sourcing raw ingredients to crafting each bag of freshly blended kibble, every step meets the highest food safety standards.

We wish you the best in finding a service that better suits your needs.

Best wishes,
Dylan at Tails.com

Reply from Tails.com

Aug 18, 2025

I’m really sorry to hear about your experience and that your dog has been unwell. I completely understand how worrying this must have been for you.

While we don’t have a direct phone line, our Customer Experience Team are available via email, Facebook Messenger, and WhatsApp during working hours. We usually reply within a couple of days, so I’d like to look into why you haven’t had a response.

If your dog is new to our food, we'd recommend a gradual introduction, as sometimes new ingredients can take a little time to adjust to. That said, I’d like to review this in more detail to see if there’s anything further we can do to help.

I’ve requested your details via Trustpilot and will follow up with you directly by email so we can look into this further.

Speak soon
Ellie at Tails.com

Reply from Tails.com

Aug 15, 2025

I’m really sorry to hear about your experience and the frustration this has caused. I completely understand how disappointing it must have felt to receive a second box so soon and to have trouble getting through to us.

Our trial is designed to give your dog the chance to try tailored nutrition at a reduced cost, with just the trial price to pay initially. The information about the ongoing subscription is shown at checkout to be transparent about what our service includes, and it’s also outlined in our T&Cs. When you sign up for a trial, you agree to ongoing deliveries so your dog never runs out of their tailored recipe.

We know how important it is for you to stay in control of your orders, and as a reminder, each month we send an email titled “We’ll soon be preparing [your dog’s name]’s next order”. This includes the delivery window, price, and the last date to make changes or cancel.

We usually send your next order 31 days after your trial box (or 14 days later for a 2 week trial). I’ve looked into your account and can see the box due on 15th September had been brought forward by a month. I’m so sorry if that wasn’t intended, and I completely understand why it would be a surprise to be charged for another box so soon.

I can see your email from yesterday evening in our Customer Experience Team’s queue. We aim to reply within 1 to 2 working days, but I’ll take this personally now to make sure it’s handled quickly.

I’ll be in touch by email shortly so we can go through the next steps together and get everything sorted for you.

Best wishes,
Dylan at Tails.com

Reply from Tails.com

Aug 11, 2025

I’m really sorry to hear that you’ve found it difficult to cancel orders or make changes to your account. I understand how important it is to have flexibility and control over your deliveries, so I’m keen to help.

You can cancel your subscription anytime via the Account page, or delay and pause deliveries via the Dashboard if you just need some time to catch up.

We want your subscription to be easy to manage, and while there are some limitations due to the nature of our tailored food, we’re actively working on giving customers more flexibility. While I don’t have a specific timeline yet, feedback like yours really helps us prioritise these improvements.

Our Customer Experience Team are always happy to help if you’re having trouble making changes. You can find our contact details here: https://help.tails.com/hc/en-gb.

I’ll also reach out to you via email to see if there’s anything else we can do to help.

Speak soon
Ellie at Tails.com

Reply from Tails.com

Aug 6, 2025

I’m really sorry to hear your dogs haven’t taken to their tailored recipes, and that you’ve had trouble getting in touch. That’s absolutely not the level of service we aim to provide and I’d really like to help.

It’s such a shame to hear that your dogs haven’t enjoyed the food, especially after following the tips we shared. I know how frustrating that can be when you’re trying something new for them. One of the great things about tailored nutrition is the flexibility to adjust your dogs’ recipes to better suit their individual tastes and needs.

We sent an email on 29 July to let you know when your next delivery was due, along with the last date to make any changes. That email also includes links to your Tails.com account where you can amend, delay or cancel your box. The order was then prepared and processed on 1 August to meet your dispatch date, which was scheduled to ensure you wouldn’t run out after your initial trial. I completely understand how frustrating it is that you've been charged for food that they're not enjoying currently.

I can see you got in touch with us on Monday and I’m really sorry you hadn’t received a reply yet. We’ve been working through a bit of a backlog after being busier than usual. I’ll follow up on that thread shortly with the next steps and what we can do to support you from here.

Speak soon,

Reply from Tails.com

Jul 31, 2025

I’m really sorry for the mix up and totally understand how frustrating this must have been.

We sent an email ahead of time to let you know we’d be preparing Reggie’s next box soon, and included the last date for any changes. As the subscription order was already being prepared, we then received another request the following day for a wet food top up, which is why two boxes were sent out. I can see how this would have felt like too much, especially if Reggie’s not eating as much in the warmer weather.

The good news is the dry food will stay fresh for up to six months if kept sealed, so you’ve got plenty of time to use it up. You can delay your next delivery through the ‘Quick Links’ section on Reggie’s dashboard. I’d be happy to help with this if you need a hand.

I completely understand your frustration, and I’m really sorry that our gesture didn’t feel like it matched the inconvenience caused. I’ve sent you an email in case there’s anything more we can do to help make this right.

Take care,
Dylan at Tails.com.

Reply from Tails.com

Jul 21, 2025

I’m really sorry to hear about your experience.

It definitely sounds like something’s gone wrong here. We’d always want to make sure you receive the food you’ve paid for, so I’m really sorry that’s not been the case. Once I can locate your account, I’ll take a closer look into what happened with that delivery, why you didn’t hear back from us, and make sure a replacement is sorted for you.

As for the discount emails, these are sent automatically after cancellation, and I completely understand how frustrating and confusing that must have felt given the situation. Thanks again for flagging this, and I'll pass on some feedback to our team about the timing's of these emails.

I've requested some information from Trustpilot and once I hear back, I'll be in touch via email. I'd really love to help get things back on track.

Best wishes,
Dylan at Tails.com

Reply from Tails.com

Jul 9, 2025

I’m really sorry to hear we’ve taken payment for an order you weren’t expecting. I completely understand how frustrating this must have been, and I’d like to look into this.

We aim to give our customers full control over their subscriptions, with the option to pause for up to two months or cancel completely at any time via the account section. I'm sorry if this wasn't clear when you paused your subscription.

Before each order is processed, we always send an email reminder a few days in advance which gives you time to make any changes or cancel if needed.

I’ve requested your details via Trustpilot, and I'll then follow up with an email so I can take a closer look at your account and see what happened here.

Speak soon
Ellie at Tails.com

Reply from Tails.com

Jul 8, 2025

I’m really sorry to hear your dog hasn’t enjoyed the latest batch of food, especially after the first one suited him so well and you’ve had trouble cancelling your subscription. I’d really like to help.

As our recipes are tailored to each dog’s individual needs, they can change gradually over time to keep supporting their health as they grow or age but we’ll ensure we’re keeping it tailored to the information on their profile such as health conditions you’ve selected. You’ll also be able to view the recipes we’re preparing for them via the Feeding Plan on your account and on the menu card in the delivery.

That said, I completely understand how frustrating it is when a change doesn’t go down well, especially when your dog has specific health needs. I’d be happy to take a closer look at his current recipe to see what’s changed and whether we can make any adjustments to suit him better.

I’m also sorry for any confusion around cancelling. You can cancel your subscription anytime via the Account tab on your account, but our Customer Experience Team are also happy to help. You can find our contact information here: https://help.tails.com/hc/en-gb.

I’ll reach out to you via email now to look into this further and see how we can help moving forward.

Speak soon
Ellie at Tails.com

Reply from Tails.com

Jul 8, 2025

I’m really sorry to hear that two of the wet food trays in your recent order arrived damaged, and that you've not had a proper response from us after reaching out. We completely understand that getting help should be simple, and I’d like to look into why you haven’t heard back from us yet. That’s not the experience we want you to have.

Please know we never pack damaged items into customer orders, as we want everything to arrive in the best possible condition. We do have a process in place to remove any damaged trays before they reach our customers, and I’m really sorry this wasn’t your experience. We’ve recently updated the way we package our wet food, so your feedback is especially helpful – thank you for taking the time to let us know.

I’ve sent you a message via Trustpilot to help locate your account, and once I hear back, I’ll follow up with an email so we can get this sorted for you.

Take care,
Dylan at tails.com

Reply from Tails.com

Jul 7, 2025

I’m really sorry to hear that Tinker didn’t enjoy her wet or dry food and that it’s been difficult to make changes or cancel — I completely understand how important it is to feel supported, especially when things aren’t working as expected.

One of the great things about tailored nutrition is its flexibility. Based on Tinker’s profile, like her age, breed, or any dietary needs, we can adjust her recipe to better suit her preferences. The wet food is designed to complement the dry, but it’s absolutely optional, so we can remove it completely or you can look into alternative wet food options.

Our Customer Experience Team is here to help and you can reach us via email, WhatsApp, or Facebook Messenger. You’ll find all the contact details here: https://help.tails.com/hc/en-gb.

I’d love to take a closer look at Tinker’s plan and see where we can improve things for you both. I’ll reach out to you via email now so we can chat more about what might work better for her.

Speak soon
Ellie at Tails.com