Pets At Home

My wee dog has recently developed a B12 deficiency and as a result she requires hypo allergenic food. I was pretty much at a loss on what I should be buying however the staff in both the Paisley and Drumchapel stores were extremely helpful and friendly. My only negative is that they sell live animals, something I personally disagree with however the cages were very clean and the animals appear well looked after.

Dreadful customer service. Purchased a Kong extendable lead which snapped within 6 weeks! I was told they have a 30 day returns policy! I said but the product was faulty. They advised me to go to Kong direct! I have not had any reply from Kong.
I only have a Cockapoo and the lead is for a dog up to 30 kilos! If I owned Pets at Home I would be concerned that I was selling customers defective products that could lead to an accident!

My friend gave up 2 rats for adoption, both with skin conditions and disclosed all their issues. One being the food they didn't eat and one being the bedding their allergic to. Myself and my boyfriend decided to adopt them upon realising one of the rats still had their skin condition but at the time of adoption we were told she was healed. They had also been placed on food that they didn't like and one of them had lost a lot of weight. They were also on bedding they were allergic to. At the time of adoption, we were told lies about the previous owner (our own friend.) Absolutely disgusted with how poorly the rats were taken care of and how they spoke about our friend.

We have a repeat order of specialist food for our dogs. The email notifying delivery arrived and then NOTHING, no food, no communication, no follow up. Logged on to my account and couldn't access the orders page as it persistently went to the error screen. I presume they have run out of the food however I don't know as they didn't even have the courtesy to notify me they couldn't fulfil it. The dogs need the food due to their medical condition. I have now cancelled my repeat order with them and started using Bitba who are prompt, professional and have a huge range of products. Even better there is a money back loyalty scheme and incredibly speedy delivery. Pets at Home are losing customers at an alarming rate with their incompetence, dreadful staff attitude and overly aggressive policing of the lockdown shopping regulations and now they can't even reliably deliver goods. Pretty much any other company could do a better job and probably would appreciate your custom far more.

I've been recieving pets at home subscribe and save dry and wet dog food for some time.
They use one of their "trusted" delivery partners to deliver orders.
However the dry bags often have holes in them and the boxes are usually heavily taped and broken with numerous dented tins.
I had overlooked this I assumed it was in delivery that these issues occurred.
Recently I had to change flavour of dry food, pets at home cancelled my subscription with no notice and it would not allow me to update it on the website... I had to start new orders all over again.
9 days ago I attempted to order some live bugs for my bearded dragon, the first time I had tried this.
I placed the order and got a confirmation email from let's a home with a " track you order" link.
This link showed me the estimated delivery was the 01st July and that I would receive and email from their "trusted"delivery partner to confirm.
I did not recieve an email and I waited and waited. Today I have tried to use the email and website to get help.
Initially I spoke to a man on the phone, he took a while but said he couldn't help.and that I needed to call a number to speak to someone.
He gave me the number *******4204... an automated line redirecting you back tot the website and then hanging up... SUPER USEFUL GUYS THANKS.
I then decided to try online chat.
This man casually informs me it has been "lost" would I like a replacement or refund. However if I want a replacement it will take 7 days!?... My bearded dragon has waited long enough I think.
Apparently that's their system and there's nothing more they can do... excellent, for someone who is disabled and cannot get to the shops whilst their housemate is on holiday for 2 weeks.

THANKS PETS AT HOME...
Are you really putting pets first?

I find this service I have been recieving so unacceptable I will also be cancelling my monthly subscriptions for flea treatments, dry food and wet food for my dog... he deserves better than what Pets at Home are providing.

(Order number) *******

This is real order/delivery and based on my actual service and experience.

I'm sure they will respond making it seem like they are somehow not to blame but don't be fooled... they just want your cash.

I bought some cat food items and brought it to the till counter, I gave them a £50.00 note, I do realise that this large paper note and it has to be check by the till' well it was check twice by a young girl who took plenty of time to check it under the note scanner and then with a special pen, although I needed to get to some were else and I was pressed for time' and while I waited for my change this young girl at the till call another girl to do the same again this time there was four people behind me some with amazement on their face.
I calmly ask the two young girls why it was necessary to take so long to check this note four time in front of all these other costumers behind me some with red faces and one other costumer was shaking her head and saying under her breath this is not right they don't seam know how to check this person note correctly.
I did said that I was not happy with the time they have taken, and that I would like to speak to the manager' another young girl who had already check this £50.00 note said we have to make sure that it is not a counterfeit loudly and rudely' I reply that I will not have you speaking to me so rudely and that I did find her tone of voice disrespectful, then this young manager' I think she was a manager no one was wearing a badge of any kind shout at me not to get into her face, I reply I am not up into your face be case the counter is very wide and I find you to be very rude and disrespectful too and that I now want a full refund on the item I have just bought and that I will not be buying any more items from this place again, this young manager said that she was very happy for me to not come here again and drop my refund on the counter, this time I was quite angry and took a picture of the store and its counter personals staff.
I have now broken my membership card, and I am now willing go further and let others shopper know what to expect for this lot of young untrained staff in Enfield retail park customer till service, and I do hope that head office will do some thing about the staff and manager at this Enfield Retail Branch, if not I will write this same review again and list it on as many review site that I am able to.

Kind regards Mgr (A ex loyal member)