Nice to be able to take the dog in, to get his food. He loves looking at all the toys, seeing people and other dogs and he knows that they have treats for him by the grooming station. The staff are a... See more
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Review summary
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I’ve been shopping at Pets At Home from Canada, and it’s fantastic. They have a huge selection of food, toys, and accessories for all types of pets. The website is easy to navigate, and orders arrive... See more
Company replied
Great place to visit, normally buy tropical fish good choice good prices,other pet items do seem bit expensive so do go elsewhere for my dogs. But staff are friendly and do help tho sometimes do hav... See more
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Once talking to a member of staff online my issue was sorted out in seconds. It just unfortunate that they use Evri as their preferred courier as they are completely useless, it was only due to their... See more
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Company details
- #143 of 156 best companies in Pet Care Store
Written by the company
From food and toys to expert advice & In-Store services. Find what you need at Pets At Home. The ultimate pet shop experience.
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4.2
Great
50K reviews
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My wife visited the catterick shop…
My wife visited the catterick shop today was refused to be able to buy a pleco for sons tank.as we did not buy bog wood with it. Yet we had already been sold them before without any need for it . I myself have Parkinson’s I rang to complain the person / manager / ignorant / obnoxious/ horrible t…t took no notice when I said I had Parkinson’s and was only interested in shouting at me . I will never step foot in a pets at home store again and hope I see him when I’m having a better day. As he will be knocked down a peg or two horrible person. We have now removed our dogs from the vets for pets inside the store due to his inconsiderate arrogant attitude
22 April 2026
Unprompted review
Reply from Pets at Home
Hello there. Thank you for taking the time to share this feedback, we appreciate you bringing your concerns to our attention.
We understand there was frustration around the refusal to sell a fish, as well as around a telephone conversation with a member of the store team following this. While our colleagues are required to follow welfare guidelines and do have the right to refuse the sale of any animal where they believe it is not in the animal’s best interests, these situations should always be handled clearly, calmly, and professionally. If this was not how the interaction came across, I am truly sorry for the upset caused.
We are committed to providing a respectful and consistent customer experience, and any concerns regarding communication or conduct are addressed in line with our internal standards once reviewed. We would apprecaite the opportunity to review this further, so please don't hesitate to reach out to our customer care team at https://www.petsathome.com/support, where we'll do everything we can to support you.
Best wishes, Frankie@PAH.
Online experience an absolute headache
We've been trying to spend our money locally more, so we swiched from an Amazon subscription for our pet needs to Pets at Home. Oh. My. God. We switched a couple months ago and it has just been issue after issue. First one just didn't turn up. They didn't bother to notify me that there was an issue, nor did they resend the order until I reached out to them twice! Now I've just gotten a notification that our food order couldn't be fulfilled bc it's out of stock. I understand that happens, but my subscription is set up in a way wherein they're meant to choose another like product on my behalf and send that instead. They're not. They're just not sending anything. On top of all of this their app is abhorrently slow. I'm not joking when I say it takes at least 15 seconds for every page to load. Their site isn't much better. It's also rather slow, just furthering my frustration when trying to get my cat's food sorted out at the last minute bc they've (again) dropped the ball. Do better.
22 April 2026
Unprompted review
Reply from Pets at Home
Hello there Courtney. Thank you for taking the time to share this experience with us. I can certainly understand your frustrations surrounding these repeated issues. This is not the level of service we aim to provide, especially for essential items like pet food.
We appreciate you flagging the lack of communication, the failure to honour your substitution preferences, and the problems you’ve encountered with our app and website. These concerns are taken seriously, and your feedback helps us identify where our processes aren’t working as they should.
We’d like the opportunity to look into this further and see how we can put things right for you. Please contact our Customer Care team with your order details so we can review what’s happened and offer appropriate support. https://www.petsathome.com/support
Thank you again, Frankie@PAH.
Reply from Pets at Home
Hello there Miss Barlow. Thank you so much for taking the time to share your great feedback! We're truly pleased to hear that the service provided was both efficient and helpful, this is always the service we aim to provide for all customers such as yourself.
We look forward to welcoming you back soon, Best wishes, Frankie@PAH.
My subscription carried on after it had…
My subscription carried on after it had been cancelled but after chatting with mobeen on the website page it was refunded and rectified in minutes
21 April 2026
Unprompted review
Reply from Pets at Home
Hello David, thank you for taking the time to share this wonderful feedback. Its great to hear that despite the issue surrounding your subscription Mobeen was quick to rectify and resolve with no further fuss. I will ensure this feedback is shared to the relevant team so Mobeen is given the credit they clearly deserve.
If you ever need further guidance, our customer care team will be happy to help. Best wishes, Frankie@PAH.
Excellent support from Sabrina! Outstanding service!
I had an issue with my Click & Collect order that had been stuck in processing for a week. When I contacted customer support, Sabrina assisted me and she was incredibly helpful. She immediately investigated the problem and arranged free next‑day home delivery for me without any hesitation.
Her professionalism, efficiency, and willingness to go the extra mile made a huge difference. I genuinely appreciate her support and the way she resolved everything so quickly.
Thank you again Sabrina, you turned a frustrating situation into a positive experience.
21 April 2026
Unprompted review
Reply from Pets at Home
Hello Anthony, Thank you for taking the time to share this experience.
We’re really sorry for the initial delay with your Click & Collect order and understand how frustrating that must have been. However, we’re delighted to hear that Sabrina was able to step in and turn things around so quickly for you.
Her professionalism, efficiency, and proactive approach truly reflect the standards we aim to deliver, and we’ll be sure to pass your kind words on to her as positive recognition. Arranging free next‑day home delivery was absolutely the right thing to do, and we’re pleased it helped resolve the situation to your satisfaction.
Thank you again for your patience and for highlighting Sabrina’s fantastic support. We hope to serve you again soon and provide an equally smooth experience from start to finish.
Best wishes, Frankie@PAH
Had an issue with my delivery
Had an issue with my delivery, but Mobeen made it a whole lot easier and sorted my problem out first time
Big pat on the back for Mobeen
21 April 2026
Unprompted review
Reply from Pets at Home
Hi there Chris, thank you for taking the time to share such lovely feedback.
We’re sorry to hear that you experienced an issue with your delivery, but we’re really pleased that Mobeen was able to resolve this for you first time.
We’ll be sure to pass on your kind comments to him — feedback like this means a lot to our team. Best wishes, Frankie@PAH
Absolutely brilliant so helpful 5 stars
21 April 2026
Unprompted review
Reply from Pets at Home
Hello Angela,
Thank you so much for taking the time to leave us your feedback! We're so pleased to hear how happy you are with our service! This is wonderful to hear & thank you for shopping with us!
Best Wishes,
Emily@pah
Quick resolution via chat with Rebecca…
Quick resolution via chat with Rebecca G.
21 April 2026
Unprompted review
Reply from Pets at Home
Hello. Thank you so much for taking the time to leave us your review. I'm so pleased to hear you are happy with our colleague Rebecca's service! This is lovely to hear & thank you for shopping with us! Best wishes, Steph.
Frustrated
I have been into my local store to set up an easy repeat order. This was apparently done but since then I have had repeated requests to finish the "signing up" process. I have tried to do this at least 6 times and yet it comes back on my emails the next day and asks me to do this. I tried to phone customer services but got a recorded message telling me to go on line. I have spoken to the local store, who tell me that I will have to go into the store again! I asked for a Head Office phone number but was told they are not allowed to give this out. To say that I am frustrated is an understatement.
I am 83 years old and find technology difficult at the best of times and I also find that the assumption that everyone has or can manage a computer is discriminatory.
21 April 2026
Unprompted review
Reply from Pets at Home
Hello Patricia,
Thanks for taking the time to leave a review for us. I'm incredibly sorry to hear how many issues you've had with your repeat order. We designed this service to be simple and easy for our customers, but it's clear that we haven't hit the mark in this instance. If you haven't done so already then please do feel free to discuss the matter with a member of our customer care team via live chat or email here https://www.petsathome.com/support#here-to-help so we can properly investigate this further for you.
Best Wishes,
Emily@pah
Reply from Pets at Home
Hello Iain. Thank you so much for taking the time to leave us your review! I am so pleased to hear how happy you are with our service! This is great to hear & thank you so much for shopping with us! Best wishes, Steph.
Reply from Pets at Home
Hello Clare. Thank you for your review ⭐⭐⭐⭐
We’re really pleased to hear you always find our colleagues friendly when you visit. The team will be delighted to know their warm and welcoming approach makes a positive impression. We look forward to seeing you again soon! 😊
Genuinely traumatised.
I adopted a beautiful 5 year old rabbit from pets at home, and I noticed he was ill straight away.
When I mentioned my concerns to the employees, all they did was sell me different hays and herb packs. Pets at Home provide no guarantee for adoptions and insurance doesn’t kick in for 14 days. The adoption papers were missing the reason he was handed in, which in hindsight was a red flag. However the papers did say “he has a wonky mouth, but vet is happy” Less than a week after adoption, I’m in the Pets At Home in-house vet, paying £430 to be told he has GI stasis caused by dental spurs.
I cried for 2 days, before deciding I couldn’t afford to keep him, and I took him back, puffy faced and exhausted. When I explained the situation, and the woman just asked if I’d even made an appointment. She then asked if they could have the carrier back, as I didn’t need it anymore. The carrier I’d bought from them less than a week earlier.
I put this in an email to customer services and they replied “I’m sorry you went through that, it must’ve been very tough. Sending you hugs and love”. I’ve never felt so patronised. I didn’t want hugs and love. If you’re going to send me something, send me money, or even better, send me a patched up rabbit. Absolute monsters.
Edit in response to your reply: You say illnesses not apparent at the time of adoption, but me, a first time rabbit owner clocked it on day 1.
Yes, I signed a contract saying I was responsible for FUTURE veterinary costs, nut current, urgently needed costs. I naively signed, assuming you were handing me a healthy rabbit.
You say you can’t cover ongoing veterinary costs for all adoptions, but nobody is asking that. Maybe do the 14 to 28 day cover that the more reputable shelters do. Considering your health check is a 2 minute once over by an unqualified teenager, it would bridge the 2 weeks it takes for pet insurance to kick in. And just maybe don’t hand over already sick animals.
And as for your health check, the adoption papers say his “wonky mouth” had been checked by the vet, but less than a week later, that same vet is telling me he has dental spurs, that will likely be an ongoing problem. What exactly did the initial check involve?
8 April 2026
Unprompted review
Reply from Pets at Home
Hello Ryan. Thank you for sharing your experience. We are truly sorry for the distress this situation has caused you and for how upsetting this has clearly been.
The welfare of pets is our top priority, and any known medical conditions must always be discussed with a new owner at the time of adoption. Sadly, with many rescue pets, we do not always have full or complete details of their prior medical history when they are signed over to us. This does mean there is sometimes a possibility that a pet may become unwell due to an underlying or historical issue that was not apparent at the time of adoption.
This is a challenge faced by all rescue organisations, and adopting a rescued pet can sadly carry some degree of risk. For this reason, as part of our adoption process, we ask all adopters to confirm their understanding that future veterinary costs are their responsibility. This declaration is signed as part of the adoption paperwork. While we understand how difficult this can feel, it would unfortunately not be sustainable for us, or for most rescue charities, to cover ongoing veterinary care for the large number of pets rehomed each year.
That said, we are always committed to putting the animal’s welfare first. If an owner finds themselves unable to continue caring for a pet, we will always take that pet back into our care to ensure they receive appropriate support and treatment. We are very sorry that this was not the outcome you had hoped for and understand how disappointing and painful this experience has been. We also regret that elements of the communication you received left you feeling unsupported, as that should never be the case during such a difficult time.
Thank you for taking the time to share your feedback. While we are unable to cover the costs incurred on this occasion, your comments have been noted and will be used to help us continue reviewing how we communicate and support adopters throughout this process. Best wishes, Steph.
I contacted the head office the lady…
I contacted the head office the lady spoke on chat was very nice and helpful she delt with my order quickly and replaced the item
21 April 2026
Unprompted review
Reply from Pets at Home
Hello Jacqueline. Thank you very much for your 5‑star review ⭐⭐⭐⭐⭐
We’re delighted to hear that our Head Office team was able to help you quickly and that the colleague you spoke to was kind and efficient in resolving your order. Providing helpful, friendly support is really important to us, so it’s great to know this came through in your experience. Thank you for taking the time to share your feedback we really appreciate it. 😊
Sold me a rabbit hutch that doesn’t meet requirements to adopt a rabbit from them
UPDATE: Your response is incorrect and you haven’t done your research. RSPCA and RWAF have set clear guidance that all rabbits must have a 6ft hutch as a minimum. This isn’t something specific to adopting rabbits at Pets at Home. It’s required for keeping any rabbit. You have sold me a hutch that doesn’t meet minimum standards then advised I can’t adopt or buy even a baby rabbit from you as it doesn’t meet those requirements. Product description on your website says it’s suitable when it clearly isn’t. Completely unacceptable
Yesterday I visited the Chesterfield store to adopt 2 bonded rabbits. They would not allow me to adopt them as I intend to keep my rabbits outdoors and these had only ever been kept indoors. I find this unusual as if they’re introduced gradually in a safe way to outdoors this should not be an issue but was told ‘it’s cruel.’ I was also told that any rabbits I adopt from them would need a 6ft hutch despite purchasing a 5ft 2-tier hutch 2 days earlier from Pets at Home in Sutton-in-Ashfield and it being described on their website as being suitable for 2 rabbits. Unfortunately I’ve built it already so I’m unable to return it for a refund. I’ve now spent money on a hutch that is useless if I’m not able to adopt any rabbits. Why are they selling hutches that don’t meet the minimum requirements and falsely advertising them as suitable? This has now left me out of pocket so I’d like a suitable resolution. My only option is sell it but I won’t get my full money back and have been inconvenienced by this
20 April 2026
Unprompted review
Reply from Pets at Home
Hello Christina. Thank you for taking the time to share your experience, and we’re sorry to hear how disappointed and frustrated this has left you.
Our adoption decisions are always guided by animal welfare. In some cases, bonded rabbits who have previously only lived indoors may not be suitable for outdoor living, as sudden or unsuitable changes in environment can cause them stress and impact their health. These decisions are made on an individual basis by trained colleagues, with the rabbits’ wellbeing as the priority, and we’re sorry if this was not explained clearly or came across abruptly during your visit.
Regarding accommodation guidance, we follow welfare standards that recommend minimum space requirements to allow rabbits to move, stretch, and display natural behaviours. While some products may be marketed as suitable based on general use or entry‑level guidance, adoption criteria can be more stringent, which can understandably feel confusing or conflicting. We’re sorry for the inconvenience this has caused, particularly as you had already purchased and assembled a hutch in good faith.
We’re truly sorry that this situation has impacted your plans to adopt and your overall experience with us. Your feedback has been noted, as this helps us improve how we communicate these important differences going forward. Thank you again for taking the time to leave this review. Best wishes, Steph.
Very good customer service & great…
Very good customer service & great offers with the app.
20 April 2026
Unprompted review
Reply from Pets at Home
Hello. Thank you so much for your kind ⭐⭐⭐⭐⭐review ! We’re really pleased to hear you’ve had a good experience with our customer service and that you’re enjoying the offers available through the app. Your feedback means a lot to us, and we hope it continues to make your shopping with us even better. 😊
Absolute disgusting behaviour you…
Absolute disgusting behaviour you should be ashamed tried to cancel a grooming for tomorrow because my nannan is dying !! And you have told my grandad you can cancel but he loosing his deposit how dare you as a company think this is ok my nan is on palative care and cannot be left on her own i want a manager to contact me !!! You are not even human if you can do this to a 85 year old man who is looking after his dying wife you should be ashamed i look forward to hearing your excuses as to why you have treated him like this
20 April 2026
Unprompted review
Reply from Pets at Home
Hello Jenny. We are truly sorry to read this and to hear about your family’s situation. Please accept our sincere apologies for the distress this has caused during what is clearly an incredibly difficult and emotional time for you and your loved ones.
This is not the experience or response we would ever want associated with our service, particularly in such sensitive circumstances. While grooming appointments do have standard cancellation terms, we fully recognise that exceptional situations should always be handled with empathy and understanding, and we are very sorry if this was not how the situation was managed.
To ensure this is looked into properly and addressed with the care it deserves, we ask that your grandad speaks directly with the Store Manager at the store where the grooming appointment was booked. The Store Manager will be best placed to review the situation, discuss the booking, and support you appropriately.
Once again, we are very sorry for the distress caused and wish your family strength and comfort during this very difficult time. Best wishes, Steph.
Dog loves a trip to PAH
Nice to be able to take the dog in, to get his food. He loves looking at all the toys, seeing people and other dogs and he knows that they have treats for him by the grooming station. The staff are always cheery and helpful.
Also used the home delivery service, it was was quick and efficient.
20 April 2026
Unprompted review
Reply from Pets at Home
Hello Rachael. Thank you for your lovely review ⭐⭐⭐⭐
We’re so happy to hear that your dog enjoys visiting the store, especially looking around at the toys, saying hello to people and other dogs, and, of course, stopping by the grooming station for treats! It’s great to know our team’s friendliness and helpfulness help make those visits enjoyable.
We’re also pleased that you’ve had a positive experience with our home delivery service and found it quick and efficient. Your kind feedback really means a lot to the team, and we look forward to welcoming you and your dog back again soon. 🐶💚
Absolutely shocking service
Absolutely shocking service. Ordered food for dog and never arrived. One advisor states two days. Doesn’t turn up again next advisor states cant find order and store has no clue. Offers to re order but now have no food for dog. Get refunded, travel about 25 miles to pick up food from only place where I can collect sane day, then get a txt stating order has mysteriously arrived. Not the only time orders have been late. Will now order from different supplier and would advise others to do the same. Advisors are clueless
20 April 2026
Unprompted review
Reply from Pets at Home
Hello Jacqui. We’re truly sorry to read about your experience and the inconvenience this has caused you. We completely understand how distressing it is when an essential order such as dog food doesn’t arrive as expected, particularly when the information you receive changes and leaves you without what you need for your pet.
On this occasion, it’s clear that our service fell well below the standard we aim to provide. The lack of consistent updates, conflicting advice, and the disruption this caused to your day including having to travel a significant distance to collect food is not acceptable. We also appreciate how frustrating it must have been to later receive a message stating the order had arrived after the refund had already been processed.
Your feedback regarding delayed orders and your experience with our advisors has been shared internally, as instances like this highlight areas where our ordering and communication processes need improvement. While we respect your decision to shop elsewhere, we are genuinely sorry that this was your experience with us. Thank you for taking the time to leave this review and for bringing these concerns to our attention. Best wishes, Steph.
Order not dispatched
I placed an order on 14/04/26 and was given an estimated delivery date of by 17/04/26. As of today there was still no update stating any further info about despatch, the Evri tracking number showed 'we're expecting it' (as it had since last week) so I used online chat to query this. It was accepted that this fell short of standards. Although free next day delivery was then offered, I declined in favour of a refund as would now rather shop elsewhere with perhaps a more reliable delivery service. If I do shop with pets at home it will be instore only. Quite disappointing for such a large well known retailer.
20 April 2026
Unprompted review
Reply from Pets at Home
Hello Wendy. Thank you for taking the time to share your experience with us. We’re very sorry to hear about the delay with your order and for the lack of clear updates regarding its despatch. On this occasion, we fully acknowledge that this fell short of the standard of service we aim to provide.
We understand how frustrating it is to be given an expected delivery date and then not receive timely or accurate tracking information, and we appreciate you raising this with our team. While our colleagues did offer an alternative delivery option, we respect your decision to request a refund and are sorry that this experience has affected your confidence in shopping with us online.
Your feedback has been shared internally, as it’s important we continue to review and improve our delivery processes and customer communication. We do hope that, if you choose to shop with us again, whether online or in one of our stores, we can provide a much better experience. Thank you again for bringing this to our attention. Best wishes, Steph.
Really helpful with helping out with a damaged guinea pig cage
Really helpful with helping out with a damaged item I got sent sorted me out straight away no problem sent me a new cage for next day delivery really happy with the service I received today.
20 April 2026
Unprompted review
Reply from Pets at Home
Hello Eleasha. Thank you so much for your kind review ⭐⭐⭐⭐⭐ We’re really pleased to hear that the issue with your damaged item was resolved quickly and smoothly, and that a replacement cage could be arranged for next‑day delivery. The team will be delighted to know you’re happy with the service you received. Thank you again for taking the time to share your feedback we really appreciate it and hope to see you again soon. 😊
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