Tails.com Reviews 

Reply from Tails.com

May 13, 2025

I'm really sorry to hear about the difficulty you've had managing your box, and that it felt like you were being ignored—that’s never our intention, and I'd love to help put this right.

I’ve found your email from Sunday and I’m really sorry it’s taken a few days to get back to you. We’re working through a backlog from the weekend, but you were due a response shortly and I’ve taken this personally now so we can get things sorted today.

The dry food is the tailored part of your dog’s feeding plan, and because of this, we’re not able to pause or remove it from your subscription. That said, we do have an option to place a wet food only order from your dashboard. Choosing this lets you delay your full subscription, including the dry food, by a month, so it’s a great way to use up any extra food while still getting the wet food that your dog loves.

We completely understand that this isn’t as straightforward as it should be. We’re actively working on making this process more flexible and user friendly, and your feedback is so valuable in helping us do that. I’ve made sure it’s been shared with the wider team.
Our goal is to send just the right amount of dry food each month so you don’t run out or end up with too much. I’m sorry that hasn’t worked out as expected here, and I’d really like to look into this further to help your subscription run more smoothly going forward.

I'll pop you an email now to help get what you need this month, and hopefully get everything sorted.

Thanks again for bearing with us.

Best wishes
Dylan at tails.com

Reply from Tails.com

May 6, 2025

I’m really sorry to hear that you’ve been running out of food each month. That’s definitely not the experience we want for you or your furbaby. We know how important it is for their food to arrive on time, and I completely understand how concerning it must be when that doesn’t happen.

As part of our subscription service, deliveries should be arriving within 31 days of your last box. We use your dog’s profile to create a tailored daily feeding plan and send enough food each month to follow that without running out. It sounds like something isn’t quite working as it should, and I’d love to help get to the bottom of it so this doesn’t happen again.

In the meantime, if you haven’t already, you can check and adjust your delivery dates in your Tails.com account to bring the next order forward.

I’ve sent you a message via Trustpilot so we can locate your account. Once I hear back, I’ll follow up with an email to help get everything back on track. We want to make sure your furbaby never goes without.

Best wishes,
Dylan at Tails.com

Reply from Tails.com

May 5, 2025

I’m sorry to hear you had to change your dog’s diet to better suit her liver condition; I hope she’s doing well.

I also want to apologise for the notification about the order you weren’t expecting. When you cancel your account on the Tails.com website, you cancel all ongoing deliveries, which means we won’t send any more food or take further payments unless you restart your account.

However, we do have an option to pause or delay your orders, which will automatically restart on the schedule you choose.

Please know the Customer Experience Team is always here to help, even after cancellation. They usually reply to messages within a day or so. You can see their contact details here: help.tails.com/hc/en-gb.

I’m keen to help you with this personally, so I’ve sent you a message through Trustpilot asking for your Tails.com account details. Once I’ve got that, we can sort everything out together.

Looking forward to hearing from you soon,
Becca at Tails.com

Reply from Tails.com

Apr 23, 2025

I'm really sorry to hear your second order hasn't arrived yet. As a dog owner myself, using Tails.com for my two pups, I completely understand how important it is for your dog’s food to arrive on time. It's crucial you have their tailor-made recipe when you need it, andbe able to reach out when you need help with your orders.

Our Customer Experience Team’s here to assist with your Tails.com account and deliveries, and we usually reply within a day or so of your message. That said, it can take a bit longer during busy periods, like the recent Bank Holiday weekend.

To make sure you’re not waiting any longer, I’ve sent you a message through Trustpilot asking for your Tails.com account details. This way, I can personally look into why your order hasn't arrived and get things sorted for you.

I'm looking forward to hearing from you soon and getting your dog the tasty tailored meals they love!

Best wishes,
Becca at Tails.com

Reply from Tails.com

Apr 17, 2025

I'm sorry to hear you've had some difficulty in managing the contents of your deliveries, I’m keen to help.

As our dry food is the tailored part of our feeding plans, it can’t be removed from our subscription deliveries. However, I totally understand that sometimes you might want a little more flexibility. If you’re just looking to order wet food on its own, you can do this by clicking the ‘Order Extra Wet Food’ button on your Dashboard – this way, you can delay your full delivery and order the wet food separately.

Any extras such as treats, can be managed separately in your Shop tab, so you can adjust those to suit you.

If you’re finding the dry food is lasting longer than expected, and you’re often needing to delay orders, we’d love to help tweak the amount we send to better match your dog’s appetite and routine. Just reach out to our Customer Experience Team if you think this is something that would be helpful for you – we're available via email, WhatsApp, Facebook Messenger, or X (Twitter). I’ll pop our contact options for you here: help.tails.com/hc/en-gb.

Best wishes,
Nataly at Tails.com

Reply from Tails.com

Apr 14, 2025

I’m sorry to hear that the recent price increase has caused you to cancel your subscription.

We completely understand how tough things are at the moment, and we’re really sorry that rising costs have made it hard to continue with us.

In the past 7 years, costs have continued to rise, and while we’ve been absorbing as many of these additional costs as we can, unfortunately, we need to increase some of our prices.

The price you pay is based on the specific ingredients in your dog’s unique recipe. One of the great things about tailored nutrition is that it gives us the flexibility to create different recipe options that still meet their needs.

Depending on details like their breed, age, allergies etc, we can explore a variety of recipe combinations. I’d love to take a look and see if there’s anything we can tweak to help bring the cost down while still giving your dog everything they need to thrive.

I’ll reach out to you directly on Trustpilot to help locate your account, and once I hear back, I’ll follow up via email to see how we can best support you.

Ellie at Tails.com

Reply from Tails.com

Apr 14, 2025

Thanks so much for your loyalty over the years—it really does mean a lot to us. I’m so sorry to hear your recent deliveries have been arriving late. That’s definitely not the experience we want you to have, and we completely understand how important it is for your dog’s food to arrive on time.

We work closely with our courier partners to keep things running smoothly, and we’ve put systems in place to share detailed feedback, add extra delivery instructions, and offer improved tracking. Multiple delays like this aren’t what we’d expect at all, and I’d really like to look into what’s gone wrong and pass your feedback on to help prevent it from happening again.

I’ve sent you a message via Trustpilot so I can locate your account and take a closer look. Once I hear back, I’ll follow up by email to see if there’s anything I can do to help get this resolved. And if you’d ever consider giving us another try in future, I’d love the chance to make things right.

Take care,
Dylan at Tails.com

Reply from Tails.com

Apr 11, 2025

Thanks so much for your feedback. I completely understand your concern. This definitely isn’t about cost saving, and I’d love to explain a bit more about how our tailored nutrition works.

When you first created your dog’s profile with us, you shared some really important details about them. We use this information to create a unique blend and feeding plan designed to meet their exact needs, which change naturally over time as they grow, age, or their activity levels shift.
We monitor these changes and make slight adjustments to the feeding plan and recipe to ensure it continues to suit your dog perfectly. That might mean a new blend with different ingredients or a change in the daily portion size. Even if the portion sizes have changed slightly, the overall daily calories should remain similar.

These changes aren’t random or to reduce costs. We never compromise on your dog’s health and wellbeing. In fact, our pricing model is designed to offer you one consistent monthly price, even as your dog moves through different life stages. We don’t raise or lower the cost depending on how much food your dog needs. We simply adapt the recipe and feeding plan to give them what’s best, always.

You’ll find your dog’s updated feeding plan and recipe in your Tails.com account, as well as on the menu card included with each delivery. And if anything ever seems unclear, our Customer Experience Team would love to help. I'm really sorry to hear you haven’t had a reply yet.

We’re really proud of the service we offer, and we always aim to support you and your dog every step of the way. I’d love to look into this further for you and make sure everything is as it should be. I'll pop you a message on Trustpilot to locate your account and will follow up via email once I hear back.

Best wishes,
Dylan at Tails.com

Reply from Tails.com

Mar 26, 2025

I’m really sorry that you’ve not heard back from us yet and that this has left you looking for alternatives for your three dogs. As a fellow dog owner, I completely understand how important it is to have the right support when it comes to their food, and I’d love to help.

Our Customer Experience Team has been receiving a higher volume of messages over the past few weeks, which has unfortunately led to slower reply times. I truly appreciate your patience while we work through responses as quickly as possible. I’m sorry we’ve kept you waiting this time. It's not the experience we want for you, and I’ve passed on your feedback to our Team.

I’ve popped you a message on Trustpilot to locate your account, and once I hear back, I’ll follow up via email to assist with anything you need. I really appreciate you giving us the chance to make this right, and I hope we can turn things around for you and your dogs.

Speak soon,
Dylan at Tails.com

Reply from Tails.com

Mar 13, 2025

We’re so sorry for the inconvenience this delay is causing. We’re a team of dog owners ourselves, so we fully understand how delays can disrupt a dog's routine, how important it is to feel informed about their nutrition and why this experience has led you to no longer want deliveries from us.

The health and wellbeing of dogs are our absolute priorities, and we never want to delay an order you rely on. Due to the tailored, individualised nature of our food, we operate with incredibly stringent quality checks, which means we make sure every ingredient that reaches your dog's bowl meets these rigorous standards. In this instance, we found an ingredient that didn't pass those checks and immediately took action.

Unfortunately, once an order starts processing, we can’t make any changes to it. This meant we couldn't split the delivery to send the wet food while we resolved the issue with the dry food. We're sorry for any disappointment this may have caused.

We’re also sorry it’s taken longer than usual to get back to you. Our Customer Experience Team has had an increase in contact over the past week due to this issue, which has unfortunately resulted in slower reply times. A different team handles replies on Trustpilot, so it may seem we reply quicker here.

Rest assured, the Customer Experience Team is here to help via email and WhatsApp, and a member of the team will get in touch with you shortly. We truly appreciate your patience while we work through responses as quickly as possible.

We are listening and appreciate you taking the time to share your experience. This feedback is being actively shared with the team to help us make decisions and help our customers wherever we can.

Best wishes,
The Tails.com Team

Reply from Tails.com

Mar 12, 2025

We're really sorry to hear about the issues with your recent order, and we completely understand how frustrating it must be to have your delivery delayed. That’s absolutely not the experience we want for you and your dog.

At the heart of everything we do is the health and wellbeing of the dogs we feed, so when our team discovered that maize from one of our suppliers didn’t meet our standards, we had to take immediate action. Because our food is individually tailored, this has been a complex process, and we truly appreciate your patience as we work through it.

To ensure your dog still gets a nutritionally complete meal, our Nutrition Team has created an alternative kibble blend that takes all their exclusions, dislikes, and health goals into account. We’d like to reassure you that the food remains fully balanced and nutritionally complete, therefore, there’s no need to source maize separately.

We’re really sorry if our Customer Experience Team’s responses felt impersonal or repetitive. Due to the nature of this issue,We're committed to updating all the affected customers as efficiently as possible so they have the information they need about their recent order, which is why our replies may seem similar.

As soon as we have another update, we’ll be reaching out via email and updating our FAQ’s page. However, if you have any questions, please feel free to respond to these email updates or reach out to us via our Help Centre here: https://help.tails.com/hc/en-gb.

We are listening and appreciate you taking the time to share your experience. This feedback is being actively shared with the team to help us make decisions and help our customers wherever we can.

We appreciate your patience,
The Tails.com Team

Reply from Tails.com

Mar 10, 2025

We're sorry for the delay in your deliveries and understand how disappointing this must be, considering you’re trialling our service for the first time.

The delay has been caused by a supplier ingredient that failed to meet our stringent quality standards, which means we can’t send your order just yet. Ensuring the health and well-being of your dog is our highest priority, and we are taking all necessary steps to resolve this matter while maintaining the nutritional integrity and tailored benefits of their food.

We want to offer you a subscription service that’s a smooth and effortless experience for you and your dog, and we realise this time we didn’t deliver the seamless experience you expected as a new customer. We have these checks in place as we'll never compromise on quality, our team is focused on resolving this matter as swiftly as possible.

We're also really sorry you feel there’s been a lack of communication from our Customer Experience Team. They usually reply to emails within a day or so on weekdays during business hours, but this can take a little longer if you contact them over the weekend, which is why you haven’t had a reply yet.

As a team of fellow dog owners and lovers, we understand how important it is that you're kept in the loop about your dog's food, so a member of the Customer Experience Team will be in touch with you shortly.

In the meantime, we are listening and appreciate you taking the time to share your experience. Please know this feedback is being actively shared with the team to help us make decisions and help our customers wherever we can.

We appreciate your patience,
The Tails.com Team

Reply from Tails.com

Mar 7, 2025

We're sorry for the delay in your deliveries and understand how disappointing it must be not having your Piper and Luna's food, having trouble getting in touch with us about this, and not feeling satisfied with the information we've shared with you so far.

Unfortunately, as many customers are affected by the delay in orders due to a supplier ingredient failing to meet our stringent quality standards, our replies may seem similar here on Trustpilot as we're committed to update all the customers affected as efficiently as possible, so they all have the information they need about their recent order.

The health and wellbeing of the dogs we feed is our absolute priority, which means we make sure every ingredient that reaches Piper and Luna's bowls meets these rigorous standards. In this instance, as we found an ingredient that didn't pass those checks, we took immediate action.

We understand this is a less-than-ideal situation, and our team is fully focused on resolving this as quickly as possible, while ensuring we uphold our commitment to the quality and safety of Piper and Luna's food.

I can see you've been in touch with our Customer Experience Team, who have fully refunded this order, and your ongoing subscription has been cancelled.

We’re sorry to see you, Piper and Luna go; we appreciate you taking the time to share your experience. This feedback is being actively shared with the team to help us make decisions and help our customers wherever we can.

Thank you,
The Tails.com Team

Reply from Tails.com

Mar 3, 2025

I’m really sorry to hear you’ve ended up with more dry food than you need—that’s not at all what we’d expect. Our feeding plans are based on your dog's profile details and designed to send the right amount for your dog each month, so I'm sorry to hear it's not worked out as we've expected.

Since our dry food is the tailored part of the subscription, it can’t be removed or paused from your automatic subscription, but we do offer the option to place a wet food-only order through your Tails.com dashboard. This also allows you to delay your full subscription, including dry food, by a month if needed, to give you some time to catch up with any excess dry food at home.

I can see you emailed us on the 20th of February, and we responded with some links to our FAQs, along with instructions to reply if you still needed help. I’m really sorry if that wasn’t clear at the time—I appreciate you getting back in touch. If you’d like, I can go over your options to adjust future deliveries, or if you’d prefer to cancel, I can help with that too.

I'll pop you an email shortly, and hopefully we'll be able to get your subscription back on track.

Speak soon,

Reply from Tails.com

Mar 3, 2025

I’m really sorry for any confusion about the timing of your payment. For our usual subscription orders, we take payment a few days before the first date of your delivery window. However, I can see that you placed a manual order for wet food only through our website. When placing a one-off order like this, payment is taken at the time of purchase, and this is shown at checkout.

I completely understand how important it is to have clarity on when payments will be taken, and I really appreciate your feedback. 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 to assist with your tails.com account—we typically respond within a day. You can find us here: https://help.tails.com/hc/en-gb.

If there’s anything else we can help with, just let us know!

Best wishes,
Dylan at Tails.com