Tails.com Reviews 

Reply from Tails.com

Oct 12, 2026

I'm really sorry to hear that Bonnie didn't enjoy her tailored recipe. 

It’s not uncommon for dogs to take a little time to get used to new flavours, so you might find these tips (https://help.tails.com/hc/en-gb/articles/360000775477-What-if-my-dog-doesn-t-like-their-tails-com-recipe-) from our Head Vet Sean helpful. 

Our Customer Experience Team is always here to help too, and they can see if a new or changed recipe could be helpful. You can find our details here: https://help.tails.com/hc/en-gb/articles/23074128172305-Contact-us for future queries however I'll get in touch with you via email shortly to see where we can help you both. 

Speak to you soon
Ellie at Tails.com

Reply from Tails.com

Oct 9, 2026

I’m sorry to hear you've been charged for an order that you weren't expecting.

Each month, we send an email titled “We’ll soon be preparing [your dog’s name]’s next order”, which confirms the upcoming delivery window, price and final date to make changes or cancel. Our system is unable to take payment from a cancelled subscription, so I’d like to look into this further to understand what’s happened. 

I’ve requested some details via Trustpilot so I can locate your account and investigate this further. I’ll be in touch by email as soon as I hear back, so we can look into this for you.

Speak soon,

Reply from Tails.com

Sep 23, 2026

I’m sorry to hear you’ve been left feeling like you don’t have enough control over your dog’s meal plan. We want your deliveries to work for both you and your dog, so I completely understand how frustrating it must’ve been when you simply wanted to stop receiving more dry food while you already have plenty at home.

At the moment, our ongoing meal plans include tailored dry food, so we can’t remove this completely while keeping the rest of the plan active. We’re working on making our meal plans more flexible in the future, including giving customers greater control over the different parts of their plan.

In the meantime, we can adjust the amount of dry food we send to match what your dog is actually eating. This is why our team may ask for some information about his current portions. Once we understand how much dry food he’s eating each day, we can update his plan so you’re receiving the right amount for 31 days and his wet and dry food deliveries stay in sync, rather than leaving you with more kibble than you need.

As it sounds like he isn’t particularly keen on his current dry food, I’d also be happy to review his tailored recipe. Depending on his individual profile and nutritional needs, we may have another recipe option available that suits his tastes a little better.

If you already have enough dry food at home for now, we can also look at arranging a wet food only order in the short term while you use up what you have.

I’ve sent you a private message asking for a little more information so I can locate your account. If you reply to that, I’d be more than happy to personally look at his meal plan and see what we can do to get things working better for you both.

You can also get in touch with our Customer Experience Team using the details here:
help.tails.com/hc/en-gb

All the best,
Becca at Tails.com

Reply from Tails.com

Sep 8, 2026

I’m sorry to hear you’ve not been able to reach us yet, I’m keen to help. Looking back at your account, I can see you reached out to us on Friday; Our team normally responds within 1-2 working days, I’m sorry we couldn’t get back to you sooner due to the weekend. I've seen one of my colleagues has now replied to you. 

I’d also like to reassure you that you’re able to cancel your subscription at any time, by visiting the ‘Account tab’, then scroll down to ‘Cancel deliveries’.

I’ve seen that my colleague tried to give you a call today. If you ever prefer a call back in the future, just let us know, and we’ll give you a ring back to talk everything through. 

I apologise again for the frustration caused, and we appreciate your patience. If you need any further help, just reply back to my colleague’s email. 

Many thanks,
Nataly at Tails.com

Reply from Tails.com

Sep 8, 2026

I’m sorry to hear you found the bag to be too small for Zeus, I’m keen to help. 

I’ve had a look at your account and I can see your orders are already cancelled, so we won’t be sending any future orders unless you decide to re-start your account from your Dashboard.

The amount of dry food we recommend for Zeus is based on the information we have for him, such as his weight, age, activity level etc. Every dog is unique, though, so if you’re finding Zeus likes to eat a little more, we can increase his portions to better match his needs.

I can see you've sent us a message; I've picked this up now and I'll reach out to you so we can look into Zeus' Meal Plan together. 

Best wishes,
Nataly at Tails.com

Reply from Tails.com

Sep 3, 2026

Thanks for sharing your feedback. I appreciate that receiving more food than you need and finding the plan difficult to manage can be frustrating.

As our food is tailored to your dog, we work out their daily portion based on the information on their profile, including their weight, age, breed and activity level etc. We then send enough food to cover 31 days, with orders sent out monthly.

Because the amount is calculated specifically for your dog, it can’t be manually changed by yourself. However, if the plan isn’t working for you or your dog, we’re always happy to take a closer look and see if we can make some adjustments to better suit their needs.

We also send an email each month to let you know when the next order is due, giving you time to delay or pause your delivery via the Dashboard, or cancel through the My Account tab.

We want your subscription to work well for both you and your dog, and to make sure you’re receiving the right amount of food each month. I’ll reach out to you by email to see what’s been happening and how I can best support you.

Speak soon
Ellie at Tails.com

Reply from Tails.com

Sep 1, 2026

Thanks for taking the time to share your feedback. It’s lovely to hear that your dog enjoyed the food, but I’m really sorry that you didn’t receive a response from our team.

I’ve had a look into this and can see that your emails were automatically solved by our system. When this happens, you can reply to the email if the information provided hasn’t answered your question, and our team will pick this back up with you. That said, I appreciate this may not have been clear, and we should have made sure you felt properly supported.

I’ll also reach out to you directly via email to see if we can help with your original question or feedback and hopefully put things right.

Speak soon
Ellie at Tails.com

Reply from Tails.com

Aug 28, 2026

Thanks for taking the time to share such detailed feedback. I’m really sorry to hear that your experience with us has left you feeling you can’t rely on our service, particularly after experiencing issues with both your treatments and food deliveries.

Our Flea & Tick Spot-On is a preventative treatment, so if fleas are already present, some additional steps are needed to help break the flea lifecycle. It can take around three months of consistently treating monthly to fully break the flea lifecycle, and all pets in the household should be treated. We’d also recommend washing bedding on a hot wash, regularly vacuuming hard surfaces, and treating carpets and upholstery with a suitable flea inhibitor spray. Your vet will be best placed to advise on a safe product for your home. Our Flea, Tick & Worm team are also always here to offer support with both the treatments and any delivery concerns, so please don’t hesitate to reach out to us if you need any help.

I’m also sorry to hear about your dog’s experience with our food. When ‘Digestion’ is selected as a health concern, this helps us introduce more highly digestible kibble options into their recipe. That said, every dog is different, and we understand that even a tailored recipe may not always be the right fit. We’re always happy to review a recipe and look at what adjustments we can make to better suit an individual dog.

It’s lovely to hear that your dogs enjoy the food, especially the wet food, although I completely understand that the increasing cost, alongside the delivery issues you’ve experienced, has made it harder for you to rely on us. Please know we're always here to help if you decide to return to us. 

Best wishes
Ellie at Tails.com

Reply from Tails.com

Aug 25, 2026

Thanks so much for your lovely feedback on our food and options, though I’m sorry to hear you found cancelling difficult. 

Your subscription can be cancelled anytime through the My Account tab, and our Customer Experience team are always happy to help if you need a hand. I can see my colleague replied to your email this morning, cancelled the subscription for you and offered to see if there's anything we can do to support in terms of your dog's plan.

If you have any questions, don't hesitate to reach out again.

All the best
Ellie at Tails.com

Reply from Tails.com

Aug 19, 2026

I'm so pleased to hear that your dog loves their food and that you've found the service to be excellent with your deliveries arriving on time. That being said, I'm really sorry to hear that you've found the food to be expensive, and you're struggling to manage your deliveries/account - I'm keen to help get this sorted for you.

The price of your dog's tailored kibble is based on the ingredients in their personalised recipe. Our prices reflect each dog’s individual nutritional needs, the high-quality ingredients in their recipe, and delivery, but I appreciate that this can feel challenging, especially with the current cost of living.

One of the benefits of tailored nutrition is that we can create different recipe combinations to suit your dog's nutritional needs, and depending on their profile, there may be alternative options that could help reduce your monthly price while still providing balanced nutrition.

I'm also sorry to hear you found cancelling difficult. You can always cancel your subscription at any time by heading to the Account section of your Tails.com account. If you ever need a hand, our Customer Experience Team is always happy to help through our Help Centre.

If you’d like that please feel free to reach out to our team, who will be happy to look into this. You can contact us via email at hello@tails.com. 

Best wishes,
Monica at Tails.com

Reply from Tails.com

Aug 20, 2026

I’m really sorry about your delivery experience, especially when it’s your dog’s food, and you need to know it will arrive when expected. I completely understand why having to source food elsewhere added to the inconvenience. I'm also really sorry to hear that you haven't had an update, I'm keen to resolve this for you.

While the delay is with the courier, we recognise that delivery is an important part of the service we provide, and we take that responsibility seriously. 

It’s disappointing to hear when you've been with us since having your dog and that the delivery and service experience ultimately led you to cancel, but thank you for sharing your feedback, and we'll be here for support if needed.

If you can please contact us at hello@tails.com with these details, we'll have a look into your account to see what's happened here.

Reply from Tails.com

Aug 13, 2026

I’m really sorry this delivery experience left you feeling so frustrated, especially when it’s your dog’s food and you need to know it will arrive when expected. I completely understand why having to source food elsewhere added to the inconvenience.

I can see you contacted us on Tuesday afternoon and we responded the following afternoon. While we appreciate this may still have felt too long when you were already waiting for an overdue delivery, the tracking information available to us at the time showed the parcel as due to arrive that Wednesday, which is why this was the information we shared. We’re sorry if this added to the confusion.

While the delay was with the courier, we recognise that delivery is an important part of the service we provide and we take that responsibility seriously. I can also see we processed a full refund and offered three future orders with DPD at no extra cost, alongside a further discount, should you ever decide to return.

It’s disappointing to hear that the food itself worked well for your dog, but that the delivery experience ultimately led you to cancel but thank you for sharing your feedback, and we'll be here for support if needed. 

Best wishes
Ellie at Tails.com