My dog really enjoys the food. The box arrives on time which is good and it’s easy to change the date of delivery. However I’m finding it difficult to contact somebody to help me try to control her we... See more
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We are very happy with Tails. Easy to order, dog loves the food. Like most online sellers you are let down by you delivery providers. Yodel were OK, Inpost however are auful. There deliver dates are... See more
Tails have been great. The only reason I have not scored them with 5 stars is due to the delivery service. Their chosen courier delivered my order to an unhinged upstairs neighbour who fundamentall... See more
My jack Russell is on the kibble blend along with the wet food he can be a bit picky but loves the different textures of the food. Easy to order every month delivery always in time. Tails.com would em... See more
Company details
About Tails.com
Written by the company
Hi, we’re Tails.com – a pet food subscription with a difference.
There’s no such thing as an average dog, so why is most dog food average? Goodbye to one-size-fits-all, hello 100% tailored nutrition.
See the difference in your dog with 60% off your first box + 30% off your second:
SIGN UP NOW VISIT OUR WEBSITE HELP CENTREUnd für unsere deutschen Kund*innen:
Registriere dich für 2 Wochen GRATIS Futter:
Jetzt testen Mehr erfahren Zum HelpcenterWritten by the company
- 100% tailored dog food
- Your dog is one in a million – let’s feed them that way. Discover food designed to meet their precise nutritional needs, right down to the last vitamin.
- How it works
- You tell us all about your dog’s age, breed, zoomie level and taste buds. Our nutrition experts create a tailored kibble blend – just for them.
- Easy for you, better for your dog
- Each month we’ll deliver your dog’s tailored food to your door. You’ll get a handy portion scoop to help keep them in great shape too. If only everything in life was this easy…
- We're B Corp certified
- We’re committed to upholding high social and environmental standards, to create better walkies for generations to come.
Contact info
United Kingdom
- hello@tails.com / bonjour@tails.com
- tails.com
4.4
Excellent
48k reviews
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Awful customer service
ÉDIT - Awful customer service. Been with them for my 4 dogs for years. Now no one replies. My money has been taken. They change delivery dates and I run out of food. Would cancel right now but they have taken money ! Awful ! Not like it used to be at all
I HAVE SINCE BEEN CONTACTED AND AM GRATEFUL THAT THE FOOD THAT I PAID FOR DID SHOW UP. PARTIAL REFUND AND DISCOUNT NEXT MONTH.
THANK YOU. ITS A SHAME I RECEIVED NO ATTENTION BEFORE MY REVIEW. I HOPE IF I HAVE A PROBLEM AGAIN MY MESSAGES AND EMAILS WILL RECEIVE A REPLY
20 February 2025
Unprompted review
Reply from Tails.com
Hi Mandy,
I’m really sorry to hear that you’ve run out of food for your dogs. That’s absolutely not the level of service we want to provide, and I completely understand how frustrating this must be.
Looking at your account, I can see that we sent you an email on Friday with more details about your delivery, which is showing as delivered on Saturday. I'm sorry if you haven't received this; I will make sure to resend this to you, alongside a small gesture, to hopefully make up for any misunderstanding.
Please don’t hesitate to reach out if there’s anything else we can do for you.
Myriam, Tails.com
Unhappy member
I have been loving tails for the last few months as a new member and Baxter is enjoying the food, but he is fussy and doesn’t always eat his dry food, so I have been trying to remove my dry food from the basket for this months order and just leave my trays of wet food, but it is impossible to do yourself and now I am in contact with Stacey who so far is not helping- why can’t I decide what’s in my basket, instead of you, if I can’t resolve this I will cancel my subscription as that will not work for us!!!!
17 February 2025
Reply from Tails.com
I’m sorry to hear that you’re disappointed about not being able to remove Baxter’s tailor-made dry food recipe from your next order, especially since you’ve been enjoying our service for the past few months.
Unfortunately, we can’t remove the dry food from your subscription orders, as it’s part of the tailored aspect on 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.
In the meantime, we’ve explained how you can delay this subscription order, which includes both wet and dry food, and purchase a wet food only order. This option was introduced to help customers like you who occasionally want only wet food.
To accommodate your needs, Baxter’s full subscription order for wet and dry food has been postponed until April. This means he won’t receive the dry food in March, allowing him more time to finish what you have at home and preventing a backlog of his tailor-made recipe. You can purchase a wet food-only order from your Tails.com account to arrive in March instead of the full subscription order.
Since you mentioned that Baxter can be a bit fussy and doesn’t always eat his tailor-made dry food, we’ve also offeed to change the flavours to entice his taste buds. Our tailored nutrition allows us to use different ingredients to cater to Baxter’s nutritional needs, which he may prefer.
Additionally, we can adjust the amount of tailor-made dry food you receive in your full subscription orders to match what Baxter typically eats in a month. We use the information from his profile to calculate how much he needs per day and how much to send each month. Every dog is unique, and some may require more or less to maintain their ideal weight, which is perfectly fine!
I’d love to discuss these options with you in more detail, so I’ll respond to your open email thread. We can work together to find the best solution for Baxter. I look forward to hearing from you!
Thanks,
Becca at Tails.com
They take money from your account before asking !!!!
I'm a pensioner .....I had a trial for my rescue dog..Imt daughter phoned up for mea couple of days after the delivery to cancel further deliveries....
One came on Friday.......no email to say it was being prepared.....wasn't even a month after the trial delivery......I've emailed 3 times asking for the box to he returned as I ant afford the paymen..it's my heating money
I've had no response from tails.com.
1 February 2025
Reply from Tails.com
I'm sorry to hear that you've had trouble reaching the Customer Experience Team about your unexpected order, and I understand this may have caused you some distress.
The Customer Experience Team is available to help and typically responds within a day on weekdays. Their contact details are in our Help Centre: help.tails.com/hc/en-gb.
We believe it’s important for our customers to have control over their deliveries. That's why we display the last date for changes on the Dashboard and email you a few days before your payment is due. This allows you to make last-minute changes, such as cancelling or delaying your order—both of which you can do from your Tails.com account.
After checking your account, I can see that these emails were sent as expected. However, your account remained active, so the order was processed to ensure Shadow didn't run out of his tailor-made recipe.
Although the Customer Experience Team has now assisted you with the unexpected order and cancelled your account, we are always here to help. Feel free to reach out to us anytime.
Best wishes,
Becca at Tails.com
I’m done with this company
I’m done with this company
I sent for my dog food on the 30 January for my girls. One 7 months ago and the other 2 and 1/2. It seemed at the time the best way, because they don’t do well on cereal. Original was dispatched on 31 January. It is now 8th. Still no food.
I’ve emailed 4 times and still nothing.
I got very angry and confused because they tried to take more money yesterday.
The cheek of this company is, mind boggling. I’ve cancelled my PayPal account and requested my money back. As now nothing. I can see why they’ve decided to turn off the phone. Don’t order from these, seems an answer to my dreams. Don’t bother. Save your money.
I’m up dating from 9th
To anyone who wishes to cancel tails.com
Go to PayPal and using PayPal app stop standing orders. This company is a scam. I’ve asked for my money back at least 4 times, as I haven’t received anything from them. There’s another way of stopping them, ring your bank and ask for an indemnity payment. This company knows what they are doing, they have access to your bank account. Used PayPal you are covered.
30 January 2025
Unprompted review
Reply from Tails.com
I’m really sorry to hear about the trouble you've had with your order for Daisy and Abbey. I completely understand the importance of having their food delivered on time, especially when trying us for the first time.
I see that you contacted us last week, and I want to assure you that we replied to you and let you know we'd raised an investigation with our couriers to address the delays and prevent similar issues from occurring in the future.
I can confirm that your order was delivered today, but I apologise for the delay; this is certainly not the experience we want for you or your dogs.
Regarding the payment issue, I’ve reviewed our records, and unfortunately, I don’t see a second payment attempt. I understand how concerning this can be, and we take payment issues seriously, so I’m eager to gather more information from you to investigate this further.
While reviewing your account, I noticed that you've cancelled one profile on your Tails.com account, but the second one is still active. If you want to ensure that all deliveries are stopped, please log into your account and select the cancellation option at the bottom of the page. If you need assistance with this, please let me know, and I can help you.
I’ll send you an email now to assist with this, and I look forward to hearing from you so we can resolve these issues together.
Thank you,
Becca at Tails.com
Impressed and a convert
I thought at first i would just try the free trial and cancel. But actually my dog teddy likes tails food better than his original food, and his bowel movments more firm. So think i will be changing permantly to tails tailored food
15 January 2025
Unprompted review
This is terrible 😞 I signed up for the…
Ok apparently you cannot find my emails or watts app I have now also tried face book
Or me
Edit 3
Ok they finally contacted me after the 2 days in the mean time I had cancelled online this at least was easy from your account so I added a star but still the way people are left to just wait 2 or more days is terrible and to then reply and say well you can contact me on twitter or fb is not helping when I already used email and what’s app I have no idea even how twitter works and fb I still never heard either surley in todays world contact should be by phone or at least 24 replies WhatsApp
I then removed the added star because I did get a reply via wats app and email and both contradicted themselves and was not clear
I asked after knowing the kibble was to big for my puppy and he did not like them despite trying your methods if wert food only was possible and price in your reply n wats app u said no subscription was available for wet food only but I could choose just wet food ??? Price £71 then in the email you say the price would be 111.00 a month 😂 😂 I am glad I cancelled ridiculous replies and prices and unfortunately my dog hates your wet food as well in fact it took a day to get him to eat his normal food because he kept thinking it was your meals I know he’s a puppy and a large size as he’s a lab but even for him to struggle to eat the kibble is saying something he eats most things including stones and massive sticks and eats other brands of kipple and the fact you have no other choice in recipes I really think any dog will stay on it as they would get board of the same thing every meal
The worst thing I paid 10 and got 2 boxes of meat and huge bag of kipple so that’s 10 I lost perhaps it would be better to do a weeks trail for free then I would been happy to leave 5 star because I lost nothing I think most people would know in a week if it’s for them or not or even free trail and just pay post but to send this amount of food out is a complete waste and not good for the environment either
This is terrible 😞 I signed up for the trail but after following there hints adding water or heat in microwave I even treid the start with just a quarter and rest old food my puppy still won’t eat there crappy dry food I not sure if it’s because they forgot he’s a pup or what as the positions are way to much for him and he just not like the dry food it is to big for his month he had a try but no to big for him in fact it put him of his old food which was mix dry smaller biscuit and wet food
As others have said you just can’t get any help no phone number I have asked if can change to wet food for now until he grows abit on the email I sent but no reply I even tried WhatsApp as suggested and nothing it’s been 2 days and no reply and with the subscription starting in 7 days I and no reply I think I just have to cancel but unsure as it seems u have to message them to cancel it which does not look good especially for a trail think I go else where they can be bothered to have a phone or answer customers
4 February 2025
Unprompted review
Reply from Tails.com
I’m really sorry to hear that your puppy isn’t enjoying his kibble and that you've had difficulty contacting us. I completely understand how worrying it can be when they’re not keen on their food, and I’d love to help get this sorted for you.
When setting up a profile, we rely on the details provided to tailor their food correctly—so if their age isn’t quite right, we’d be more than happy to adjust it. We also follow the recommendations set out by UK Pet Food (formerly the PFMA) to ensure the kibble size is appropriate for their age and size. That being said, every dog is unique, and we know preferences can vary. If the age on the profile isn’t quite right, this can also have an impact, so I’d love to take a look at their recipe and see what tweaks can be made.
We typically respond within 1-2 days, and there’s only a short wait so far this week. Please know we’d never ignore our customers, so I’d really like to look into why you haven’t had a response just yet. Our team is available on email, Facebook Messenger, WhatsApp, and X (Twitter) during business hours if you ever need support. If you'd prefer a call-back, just let us know the best time and number to reach you, and we’ll be happy to arrange it.
At the moment, I haven’t been able to locate any messages from you just yet. I’ve requested your details via Trustpilot, and as soon as I hear back, I’ll reach out directly to help. We’d love to find a solution that works for both you and your puppy!
Speak soon,
Dylan at Tails.com
Ok so I wrote a review on the food for…
Ok so I wrote a review on the food for my dog which is still a five star review my dog loves it this is a review on the false two weeks trial as of yet what I point out to be bad is in the survey you asked how many meals does my dog have a day which like everyone I'm sure you will agree is two meals a day with a few treats you also stated that I would only pay £2 for the delivery and also receive a medium sized toy for patch so one I never received the toy two it cost me £8 for the delivery which in fairness I'm not really bothered about because patch is worth a thousand £8 pounds to me three you asked how many meals do you want per day for patch I said two you only sent one meal for each day and four I've not even received the second week of the trial you haven't even tried to take out the cost of the delivery which like I said £8 to me is nothing because my little boss is worth the world to me and for this I'm going to cancel the order I was willing to pay for order on a weekly basis monthly basis which ever because he loves the meat which I give you a five star for but to be asked how many meals a day do you want to only received one to be told you get a two week trial and only get one to be told I would get a medium sized toy for patch and didn't not like he needs it anyway sick of cleaning up all the toys he throws around the apartment any way and to be told that it would only be £2 for a delivery which it wasn't that's a lot of disappointments but the food for the dog when I got it was great just disappointed about all the hear says really
30 January 2025
Unprompted review
Reply from Tails.com
I really appreciate you taking the time to share your experience, and I’m so glad to hear that Patch loves the food! That being said, I’m really sorry for the disappointment around the trial details.
It sounds like there’s been some confusion, and I’d love to help clear things up. At the moment, I'm struggling to locate your account, so I've popped you a message on Trustpilot to get some details.
I completely understand if you’ve decided to cancel, but if you’d like me to take a look and help make things right, I’d be happy to do so. I’ll reach out to you directly to go over this in more detail once I hear back, and to put things right.
Speak soon,
Dylan at Tails.com
Doesn't let you cancel under any…
Doesn't let you cancel under any circumstances, one you signed up, it is impossible to get out of their binding contract. Stay away.
21 January 2025
Unprompted review
Reply from Tails.com
I’m really sorry to hear you’ve had trouble cancelling your subscription—this definitely isn’t the experience we want for our customers.
Cancelling your subscription is designed to be quick and easy, as we don't have any contract that locks you in for any set time. We’ve got a step-by-step guide that explains how to do it here: https://tails.com/gb/pets. You can cancel at any time through your Tails.com account on the 'Dashboard' using the quick links section at the bottom of the page.
If something’s gone wrong along the way or the process wasn’t clear, I’d love to help. I’ve sent you a message via Trustpilot to locate your account, and once I hear back, I’ll make sure everything is sorted for you as soon as possible.
Thank you for sharing your feedback—it’s really important to us, and we’re always working to improve.
Best wishes,
I made a mistake with my delivery date
I made a mistake with my delivery date, ordering January date instead of February; I had just had an order delivered. Customer services were very pleasant; it was too late to cancel order, however out of good will they have promised me a free bag of treats and poo bags in my next order. I have shopped with Tails for about 5 years now; my dog has allergies and Tails food seems to help with his problems with skin and also his joints. I highly recommend Tails. My dogs coat looks incredible. He's a fit healthy wee dog regardless of small issues due to a healthy nutritional diet. Thanks Tails ♥️♥️🙏
17 January 2025
Unprompted review
We have not been happy receiving…
We have not been happy receiving unwanted toys and pig’s ears but having to pay for them ..
Tried on numerous occasions to get in contact with Tails.com to no avail to cancel..
Impossible firm to deal with..
16 January 2025
Unprompted review
Reply from Tails.com
I'm really sorry to hear that you've been receiving unwanted items with your orders and are having trouble contacting the Customer Experience Team. We want your monthly deliveries to go smoothly and ensure you have control over the items included, so I’d love to assist you!
You have complete control over the extra items in your deliveries, such as treats and toys. You can edit these items through your online account by going to the Shop tab. Additionally, we email you a summary of your order before payment is due, which allows you to make last-minute changes.
The Customer Experience Team is always available to help you manage your Tails.com account and deliveries. They generally respond within a day or so during weekdays. You can find their contact details in our Help Centre here: help.tails.com/hc/en-gb.
I’m eager to resolve this for you right away, so I’ve sent you a message through Trustpilot requesting your Tails.com account details. Once I receive your response, I’ll reach out to you directly for further assistance. I look forward to speaking with you.
Thank you,
Becca at Tails.com
Great food for adopted grandpup…
Great food for adopted grandpup retriever. Always arrives on time, easy to access if I need to cancel and keeps well in the bags.
15 January 2025
Happy we changed
Too much kibble. Still trying to cancel it. BUT Sally likes the wet food and eventually eats the dry. Happy we changed over to tails. I like the information they send on dog behaviour etc.
6 January 2025
Reply from Tails.com
Thank you for taking the time to share your experience! I’m so glad to hear Sally enjoys the wet food and eventually comes around to the kibble too—it’s wonderful to know she’s benefiting from her tailored plan.
I'm sorry to hear you've got excess kibble left over! The portions we send is based of all of Sally's profile information and is designed to last 31 days in-between delivery windows. I'd be happy to take a look at how much we're sending and make some tweaks if needed.
Our tailored dry food is at the heart of our subscription plans, and while we do offer wet food to complement it, we don’t yet have the option to cancel the dry food and have a wet food-only subscription. That said, you can order wet food on its own as a one-off through your dashboard, and we also have a separate website where you can stock up on treats whenever you’d like: https://shop.tails.com/shop/.
I completely understand that this process could be simpler, and we’re currently working on a more flexible way to make it easier for our customers. It’s something we’re prioritising, but I don’t have an exact timeline just yet. Your feedback is so helpful, and I’ve made sure it’s been passed on to the team—it’s things like this that help us make real improvements.
I'll pop you an email to assist with a wet food only order for Sally, and see If there’s ever anything else you need, we’re always happy to help!
Best wishes,
My dog loves his tails food
My dog loves his tails food
However we have had problems with admin.
Last month I asked to delay my delivery as we were away over Christmas, it was delivered on the original date and left on doorstep for 5 days due to us not being home!
I have contacted them this month to ask to cancel januarys delivery as we are again away on and off fur most if the month. Even though this time I have sent an email asking them to confirm it has been cancelled for this month I have had no response so I’m now just hoping it has been .
We have had a food delivery and a tick and flea treatment delivery not arrive in the past and you have to email them but can only do so if it’s ten days late, both times they did send out a new batch and issue a discount off of our next order but waiting ten days before you can complain about non arrival means we run out of food and have to buy from a supermarket which then tends to give our boy a runny tummy.
In summery food great, customer service is eventually good but needs to be more prompt!
7 January 2025
Reply from Tails.com
Thank you for your kind words about how much your dog enjoys his tailored food—it’s always lovely to hear that mealtimes are a hit! I’m really sorry, though, to hear about the challenges you’ve faced with deliveries and contacting us. This isn’t the smooth experience we aim to provide, and I’d love to help clarify and make things right.
I completely understand how important it is to have delivery dates work around your plans, especially during a busy time like the holidays. I’m so sorry that December’s order was left outside for so long. After looking into this, it appears your request to delay the order was approved. However, due to the Christmas bank holidays, we prepared and dispatched orders earlier than usual to ensure food arrived in plenty of time and avoid courier delays. Unfortunately, in this case, the courier delivered sooner than expected. I hope this explanation helps shed some light on what happened.
I’ve also checked regarding this month’s order, and my colleague responded yesterday morning to your email from Saturday, confirming that your January order has been delayed to February. If you haven’t seen this yet, it may be worth checking your email thread with us to confirm.
Regarding the flea, tick, and worming order delays, I completely understand how frustrating it must be to wait. The 10-day timeframe is set by our suppliers, as they can only declare an order missing and send a replacement after this period. I want to reassure you that we’re actively working with our suppliers to improve this process, as we know how important it is to resolve these issues sooner. Please know that this timeframe doesn’t apply to food orders—if there’s ever an issue with your food, we’ll resolve it much more quickly.
Thank you for taking the time to share your experience with us. We really value your feedback, and it helps us continually improve. If you have any further questions, please feel free to get back to my colleague via the open email thread—we’re always happy to help.
Best wishes,
Dylan at Tails.com
It is difficult to rate the company at…
It is difficult to rate the company at this moment as I am only on my second delivery, which is OK. The problem so far is getting the amounts right for your dog. My dog is overweight but so far I have had to reduce the amount as he was still maintaining a weight or even gaining slightly despite a recommended amount. I will give it more time but will have to cancel a delivery as I now have a large amount over.
7 January 2025
Reply from Tails.com
I’m so happy to hear that Paddy’s deliveries are working well for you, Richard.
When you signed up, we used all the details you shared about him - like his activity level, age, current diet, and breed to create a feeding plan that’s tailored just for him. I’m really sorry to hear he’s having a hard time losing weight with his current portions.
If you ever need to delay your deliveries, you can do that anytime through your online dashboard. In the meantime, I’ll drop you an email so we can take another look at Paddy’s feeding plan and make any tweaks to help him along on his weight-loss journey.
Looking forward to chatting with you soon!
Jen at Tails.com
Found it very difficult to try and…
Found it very difficult to try and cancel an order as dog not keen in it even sending emails good was resent can’t afford it so pls cancel from now on pls thank u w martin 10 Nutcroft datchhworth sg3 6tg
23 December 2024
Reply from Tails.com
I'm sorry you've found it difficult to cancel your subscription; I'd love to help.
You can quickly do this by logging into your Tails.com account and scrolling to the bottom of the Dashboard, where you can click on "Cancel". You can also see more details on how to cancel here: help.tails.com/hc/en-gb/articles/360011403178.
However, I'd be more than happy to assist you directly with the cancellation. While doing so, I'll also share some options to help Prince enjoy his tailor-made recipe more. I will email you to help with this process, and I look forward to hearing from you.
Thanks,
Becca at Tails.com
Delivery dates not met
I am about to cancel my Tails deliveries as they are not being delivered within the requested date window. This happened last month and again today. That combined with not being able to contact them by phone means I’ve had enough.
16 December 2024
Reply from Tails.com
I completely understand how frustrating it can be when your orders don't arrive as expected - especially when it comes to Cody's food! As a fellow dog owner, I know how important it is for his food to arrive on time.
I'm really sorry that your November delivery was late. Our courier faced an unexpected surge in orders, which unfortunately caused some delays. We're on it, though, working closely with our couriers to ensure this doesn’t happen again.
As for your December order, I sincerely apologise that it arrived sooner than you anticipated. We processed payments a bit earlier to dodge any holiday-related delays, leading to your order being dispatched ahead of schedule. I hope it still worked out for you!
Please know that we are always reviewing our delivery performance, and your feedback will definitely help us improve in the future!
I also want to say I’m sorry for any disappointment caused by the closure of our phone lines. It was a tough decision, but I assure you our friendly Customer Experience Team is here to support you via email and social media. You can find their contact details here: help.tails.com/hc/en-gb.
They usually respond within a day on weekdays, and if you’d prefer a chat over the phone, just drop your number and the best times to call in your message, and they’ll be happy to call you.
Thank you for your understanding and patience. We're here for you and are committed to making your experience with us as smooth as possible. I hope Cody is enjoying his tailor-made recipe!
Best wishes,
Becca at Tails.com
I needed to cancel Subscriptiont they…
I needed to cancel Subscriptiont they make it very difficult.Tell the point you've got a message then.
Bit sneaky So you don't have full control of your account, be warned.
23 December 2024
Unprompted review
Reply from Tails.com
I’m sorry to hear you’re having difficulty cancelling your subscription. We aim to make tailored nutrition for your dog as straightforward as possible, and you should always feel in control of your account.
To cancel your subscription, simply log into your Dashboard on Tails.com. Scroll to the "Quick links" section and click "Cancel." You’ll be guided through the steps to ensure you no longer receive your tailored food and that we stop taking any monthly payments.
In addition, we send out an email a few days before your payment is due, allowing you to make any last-minute changes, including cancellations.
If you ever need help, our Customer Experience Team is available. You can reach them at help.tails.com/hc/en-gb, and they usually respond within a day or so.
I’d happily assist you personally, especially with the festive period approaching. I've sent you a message here asking for your Tails.com account details. Once I have that, I’ll do my utmost to ensure you get the most out of our service or help you cancel if that’s what you wish. I look forward to hearing from you soon.
Thanks,
Becca at Tails.com
Trying to cancel my subscription
13 December 2024
Reply from Tails.com
I'm sorry to hear you'd like to cancel. We want customers to be in complete control of their subscription, and provide the option to cancel on your Tails.com Dashboard.
It's easy to cancel and we've got a 'how to' article that explains it all: How do I cancel my tails.com deliveries; https://help.tails.com/hc/en-gb/articles/360011403178-Cancelling-your-account (it's just as easy to restart your Tails.com orders).
I can see you’re in touch with my colleague today, and we’ve arranged a call back for you this afternoon to see if there’s anything we can help you and Bella grace with. If you have any further questions, please let us know.
Best wishes,
Dylan at Tails.com
Cancelled order processed -£99 taken do not use
Got the discounted trial and my dog didn’t like the food so went on the portal and cancelled any further deliveries. Tails then processed an order and charged me £99 !!!! Complained via the contact form and received an email telling me to store the food and then donate it !!!!! As if I can loose £99, contacted them twice via messenger no reply, emailed James the CEO no reply !!!!! Today got sent the same email I received yesterday telling me to donate the food !!!!! Shocking service do not use this company even for the trial as when you cancel they don’t process it !!!!! Absolutely appalling and I’m now £99 out of pocket
6 December 2024
Unprompted review
Reply from Tails.com
I’m really sorry to hear about the unexpected charge and that your dog didn’t enjoy their tailored recipe. I'd really like to help with this.
Before each order, we send an email titled “We’ll soon be preparing [your dog’s name]’s order.” This email includes the last date for changes or cancellations. From what you’ve described, it sounds like the cancellation might have been processed after this cut-off, which means your dog’s recipe had already started being prepared or dispatched. As our dry food is tailored specifically for your dog, it’s a non-refundable item, but I’d like to investigate further to confirm when your cancellation was processed compared to when your order preparation began.
I’m also really sorry to hear you were expecting a response on messenger as well as email. To make sure we respond as quickly as possible, any multiple emails or messages sent via social media are grouped into one query. However, it sounds like this wasn’t made clear by us, and I understand how frustrating it must have been to feel unheard. I’ll ensure this is passed along as feedback to our team.
I’d also like to apologise for the repeated email suggesting you donate the food. While we encourage donating to prevent waste, I’m sorry if it came across as dismissive of your concerns.
Occasionally, it can take dogs some time to adjust to their new recipe. So your dog might still be able to enjoy their recipe still, with out the food needing to be donated. These tips from our Head Vet Sean might helpful: https://help.tails.com/hc/en-gb/articles/360000775477-Your-dog-doesn-t-like-their-dry-food-recipe/. If those don’t help, I’d be happy to organise a sample of a different blend to see if we can find something your dog prefers.
’ll send you a message via Trustpilot to locate your account so I can investigate your cancellation further and look into how we can help resolve this situation.
Speak soon,
Dylan at Tails.com
i like the fact you can…change,anend,cancel at anytime
i like the fact you can pause,change,cancel at any time. also you can change flavours, treats etc and you get updated when its due.
28 November 2024
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