Tails.com Reviews 

Reply from Tails.com

Jul 1, 2025

I’m really sorry to hear this, and as a dog owner myself, I know how difficult this time will be for you.

You can cancel your subscription via the Account tab by scrolling to the bottom of the page, but I’ve cancelled this for you now, so we won’t send any further orders. You can view this on the Dashboard.

Please don’t hesitate to reach out to our Customer Experience Team if you need any further support.

Take care,
Ellie at Tails.com

Reply from Tails.com

Jun 30, 2025

Thanks for taking the time to leave a review, and I’m really sorry for the frustration caused here.

When you placed your wet food only order on 23 June, I can see the regular scheduled full order for Dixie was still set to go ahead. During the wet food only order process, there’s an option to delay the regular subscription by one month before checking out. As this wasn’t selected, two separate deliveries and charges were generated. We know that’s not ideal, and I’m sorry Dixie’s subscription hasn’t run as smoothly as we’d like.

The good news is that all of Dixie’s food will stay fresh for up to six months in its sealed packaging, so you can simply delay your next delivery to help use up what you’ve already received. You’ll find this option in the Quick Links section of your dashboard.

If you’d like to order wet food on its own again in future, we’d recommend delaying the upcoming delivery before confirming the wet food order to avoid any overlap. Just let us know if you’d like a hand with this.

I’m sorry it’s taken a little longer than usual to get back to you as we’ve had a small backlog. I can see one of my colleagues replied to your message this morning, so if you have any other questions or need help making changes, just reply to that email and we’ll be happy to help.

Thanks again for your feedback, and I’m really glad to hear Dixie is enjoying the wet food variety.

Take care
Dylan at Tails.com

Reply from Tails.com

Jun 30, 2025

It’s great to hear your dog really likes our wet food, but I’m sorry to hear you’re thinking of cancelling your subscription. I’m keen to help.

Unfortunately, we can’t remove the dry food from your subscription orders, as it’s part of the tailored aspect of our system based on the 31-day rolling subscription. We’re actively listening to our customers’ feedback and are working on providing more flexibility and control over what you receive in your subscription orders. However, this is a large project that’ll take time to complete.

If you’re looking to only purchase our wet food, you can do this via our online shop here:https://shop.tails.com/. There’s also the option to place wet food only orders on your subscription if you’d like to order this in between your usual orders, which include dry food (you’ll just need to delay the subscription order).

I completely understand your concerns about the cost. We always strive to keep our prices as low as possible, without compromising on the quality of our ingredients or the high nutritional standards we set for every recipe. The price of each plan reflects your dog’s individual needs, the specific ingredients in their blend, and delivery, though we know this can still be difficult, especially with the current cost of living.

One of the benefits of tailored nutrition is its flexibility. Depending on your dog’s profile, we may be able to adjust their recipe by using alternative ingredients or making other small changes that still meet their needs while helping to reduce the overall cost. I’d be more than happy to explore this with you.

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

Speak soon
Ellie at Tails.com

Reply from Tails.com

Jun 30, 2025

I’m sorry to hear Charlie has been feeling unwell, and that the food didn’t agree with his tummy. I’m so glad he’s feeling more like himself now.

Sometimes it can take sensitive tummies a little while to adjust to a new recipe, but I completely understand your decision to stop feeding it if it wasn’t suiting him.

We do have our dedicated Nutrition Team on hand who can help look into his feeding plan to support further; if you'd ever like our team to look into this just drop us a message—we’d be happy to help. You can find our contact details here: https://help.tails.com/hc/en-gb/articles/23074128172305-Contact-us

In the meantime, I’ve gone ahead and cancelled your account as requested, and I'll sent you a follow up email confirming this.

Wishing you and Charlie all the best,
Nataly @ Tails.com

Reply from Tails.com

Jun 18, 2025

I’m really sorry to hear that your dogs had itchy skin with their new food, and you weren’t expecting another order. I’m keen to look into this for you.

When introducing a new diet, it can sometimes take a little while for dogs to adjust. That’s why we recommend a gradual transition, and our Nutrition Team are always happy to help tailor the recipe further if needed.

We want to be as clear as possible about the cost of both the trial and ongoing deliveries, which is why we display this information on the checkout page before you confirm your payment. We also show the final date for changes on your Dashboard and send an email reminder a few days before your payment is due, so you have time to cancel, delay, or update your order if needed, all of which can be done directly from your Tails.com account.

That said, it sounds like there may have been some confusion during sign-up, so I’d really like to take a closer look, as we’d never expect you to pay for a subscription that you’re not aware of. If someone signed you up in person or over the phone, all of this should’ve been explained to you, and I’m really sorry that it wasn’t clear at the time.

I’ve sent you a message via Trustpilot asking for your Tails.com account details. Once I hear back from you, I’ll follow up with an email so I can look into this further.

Speak soon
Ellie at Tails.com

Reply from Tails.com

Jun 16, 2025

I’m really sorry to hear you have too much dry food and are having trouble with our website, I’m keen to help.

Unfortunately, we can’t remove the dry food from your monthly subscription orders at the moment. Our website’s system is set up so that the tailor-made dry recipe is the main product used to calculate your monthly deliveries, which doesn’t allow the removal of the dry food.

We understand this process isn’t as straightforward as it could be and I want to reassure you that we’re actively working on a more flexible option to make it easier for customers to better amend their orders. Although there’s no set timeline for this at the moment, your feedback is truly appreciated and plays an important role in helping us shape and prioritise future improvements.

In the meantime, you can arrange wet food-only orders by placing one-time orders through your subscription account. This’ll require you to delay your usual monthly order that includes both wet and dry food. The pricing for these orders will be the same as if you were ordering the tailor-made dry food alongside it; however, please note that there’s an additional postage and packaging fee of £3.49. This fee is necessary because, in your usual monthly orders, the cost of postage and packaging is included in the price of the tailor-made dry food.

Alternatively, you can purchase wet food directly from our separate shop at shop.tails.com. You can buy bundles of the same wet food recipes available through your subscription without needing a subscription. Plus, orders over £30 qualify for free delivery which means you won’t have to manage your usual monthly order to avoid receiving dry food.

If you need any help with this or would like to adjust your dogs portions, please don’t hesitate to reach out to the Customer Experience Team using the contact details found here: help.tails.com/hc/en-gb.

Best wishes
Ellie at Tails.com

Reply from Tails.com

Jun 16, 2025

Thanks for your review, and I’m really sorry for the trouble caused here.

I want to reassure you that this wasn’t a sales tactic, but looks to be a genuine mistake when your account was set up. On our signup page, your email is only entered once, so if there was a typo at the time, it would explain why you can’t access or cancel the account.

I'll be passing your feedback to the team who signed you up, so they can take extra care when entering customer details. I’ll also share this with our website team to look at adding a second confirmation box when entering an email address, to help prevent this from happening in future.

In the meantime, I’ve sent you a request through Trustpilot now to help locate your account. Once I’ve got your details, I’ll make sure the account is cancelled and we can also chat about any unwanted orders that might have been sent in the meantime.

Thanks again for flagging this—I'll be in touch very shortly.
Dylan at Tails.com

Reply from Tails.com

Jun 16, 2025

I’m really sorry to hear you’ve had trouble cancelling your account — I’d like to help get this sorted for you.

You can cancel your subscription at any time by going to the Account tab, where you’ll see options to delay, pause, or fully cancel your orders. Each month, we’ll also send you an email before your next order is processed, giving you the chance to make any changes, including cancelling, if needed.

That said, I’ve gone ahead and cancelled your subscription for you now, so no further orders will be processed and no additional payments will be taken, with the last payment taken in May.

If there’s anything else we can do — whether it’s support with your subscription or your dog’s food — please don’t hesitate to get in touch with our Customer Experience team. You can find their contact details here: help.tails.com/hc/en-gb.

Best wishes
Ellie at Tails.com

Reply from Tails.com

Jun 13, 2025

I’m sorry to hear you’ve had trouble cancelling the dry food, I’m keen to help.

Unfortunately, we can’t remove the dry food from your monthly subscription orders at the moment. Our website’s system is set up so that the tailor-made dry recipe is the main product used to calculate your monthly deliveries, which doesn’t allow the removal of the dry food.

We know this process could be much simpler, and I want to reassure you that we’re actively working on a more flexible option to make it easier for customers to better amend their orders. While I don’t have a timeline for this just yet, your feedback is incredibly valuable and will help us prioritise these changes.

In the meantime, you can arrange wet food-only orders by placing one-time orders through your subscription account. This’ll require you to delay your usual monthly order that includes both wet and dry food. The pricing for these orders will be the same as if you were ordering the tailor-made dry food alongside it; however, please note that there’s an additional postage and packaging fee of £3.49. This fee is necessary because, in your usual monthly orders, the cost of postage and packaging is included in the price of the tailor-made dry food.

Alternatively, you can purchase wet food directly from our separate shop at shop.tails.com. You can buy bundles of the same wet food recipes available through your subscription without needing a subscription. Plus, orders over £30 qualify for free delivery which means you won’t have to manage your usual monthly order to avoid receiving dry food.

If you need any help with this or would like to adjust your dogs portions, please don’t hesitate to reach out to the Customer Experience Team using the contact details found here: help.tails.com/hc/en-gb.

Best wishes
Ellie at Tails.com

Reply from Tails.com

Jun 13, 2025

I'm really sorry to hear that Buster wasn't keen on his tailor-made recipe and that you'd been charged for an unexpected order; I'm here to help!

As we're a subscription service, when you sign up for a discounted trial with us, you also agree to ongoing deliveries to make sure you don't run out of Buster's tailored food. Transparency’s really important to us, which is why we show both your trial price and the ongoing price on the checkout page before you enter your payment details.

You can also check the delivery window for your next order on your Tails.com dashboard, and we send you an email a couple of days before your second order's payment is due. This gives you the chance to edit the order, delay it, or even cancel if needed—all of which you can easily do from your Tails.com account.

I’m sorry if that wasn’t clear, and I’ll do my best to sort things out for you. While we’re at it, I can have a look at Buster's recipe to see if we can make any tweaks to the flavour, enticing his taste buds and ensuring he enjoys every mouthful of his tailored nutrition.

To help with that, I’ve sent you an email through Trustpilot asking for your Tails.com account details. Once I hear from you, I'll get in touch directly via email.

Speak soon,
Becca at Tails.com

Reply from Tails.com

Jun 9, 2025

I’m really sorry to hear that Toffee didn’t get on well with her dry or wet food, and that you’ve had some trouble with your account — I’d be happy to help.

I’ve looked into your account and can see that you were in touch with our Customer Experience Team on 1st May. As requested, the wet food was removed from your ongoing orders at that time. This was after the last date for changes and therefore not made to the order delivered that month.

As requested, I’ve cancelled your Food and Flea, Tick and Worm subscriptions so we won’t send any further orders.

If you would like to give us another try, we’d be more than happy to look into Toffee’s recipe and make some changes that might suit her better.

Please don’t hesitate to reach out to our Customer Experience team if you need further support.

Best wishes
Ellie at Tails.com

Reply from Tails.com

Jun 9, 2025

I’m really sorry to hear about your parcel being lost in transit and that you’ve felt let down by both the delivery and our customer service. That’s not the experience we want you to have.

We understand how important it is that your food arrives on time each month without any hiccups and that you're supported by us when needed. Our aim is to respond to all emails within 1–2 working days and we have been replying faster than that recently, so I’d really like to understand why you haven’t had a reply yet. I’ll send you a message now to help locate your account and, once I hear back, I’ll get a replacement organised for you right away.

Thank you for taking the time to leave this feedback—we really appreciate it and I’d love the chance to help put things right.

Best wishes,
Dylan at Tails.com

Reply from Tails.com

Jun 5, 2025

I’m sorry to hear you’ve had trouble updating your account; I’d like to help.

Unfortunately, we can’t remove the dry food from your monthly subscription orders at the moment. Our website’s system is set up so that the tailor-made dry recipe is the main product used to calculate your monthly deliveries, which doesn’t allow the removal of the dry food.

That said, we completely understand that some customers prefer wet food only, and we’re actively working on improving our flexibility to make this easier in the future.

In the meantime, you can arrange wet food-only orders by placing one-time orders through your subscription account. This’ll require you to delay your usual monthly order that includes both wet and dry food. The pricing for these orders will be the same as if you were ordering the tailor-made dry food alongside it; however, please note that there’s an additional postage and packaging fee of £3.49. This fee is necessary because, in your usual monthly orders, the cost of postage and packaging is included in the price of the tailor-made dry food.

Alternatively, you can purchase wet food directly from our separate shop at shop.tails.com. You can buy bundles of the same wet food recipes available through your subscription without needing a subscription. Plus, orders over £30 qualify for free delivery, which means you won’t have to manage your usual monthly order to avoid receiving dry food.

If you’re interested in trying a new tailor-made dry recipe for your dog or need any further help purchasing wet food, please don’t hesitate to reach out to the Customer Experience Team using the contact details found here: help.tails.com/hc/en-gb.

Best wishes
Ellie at Tails.com

Reply from Tails.com

Jun 2, 2025

I’m really sorry to hear you’ve decided to leave Tails.com and that your experience didn’t meet expectations. I completely understand how disappointing it must have been to see food go uneaten and feel like it was going to waste. It’s not at all what we'd want for you and your dog.

One of the great things about tailored nutrition is the flexibility to explore different recipes to better suit your dog’s taste, depending on their age, breed, and any specific needs or allergens. If you'd been open to it, we would have been more than happy to look into some alternative blends to find something your dog might love more consistently.

I’ve also had a look at your account and can see you had three orders with us. The first two were offered at promotional prices, each with a different level of discount. The third box was the first one charged at full price, which reflects your dog’s tailored recipe. I’m really sorry if this pricing change came as a surprise. If you ever want to review those details, you can find a full breakdown on the 'Deliveries' tab of your Tails.com account.

The price of each box is based on the ingredients used in your dog’s unique blend, but there’s often more than one way to meet their nutritional needs. We’d be happy to revisit their profile to see if there are any tweaks we could make to the recipe, not just to help with taste but potentially to bring the monthly price down as well.

Thank you for giving us a try, and I’m really sorry things didn’t work out. If you ever decide to return, we’d love the chance to get it right for you and your dog.

Wishing you both all the best,
Dylan at Tails.com

Reply from Tails.com

May 29, 2025

I’m so sorry to hear about your dog passing away. As a dog owner myself, I truly understand how difficult this time can be, and I’m really sorry for any added upset we’ve caused.

I’ve had a look on our system and haven’t seen any messages come through from you about this, so I’m really sorry if something went wrong there. We’d never want to make this process any harder than it already is.

I’ve now updated your account and cancelled all future deliveries, so no further payments will be taken. Please accept our heartfelt condolences from all of us at Tails.com.

We’re always here for you, and our Customer Experience Team is available via email, Facebook Messenger, and X (Twitter) on weekdays during business hours—we typically respond within a day. You can find us here: https://help.tails.com/hc/en-gb

Take care,
Dylan at Tails.com