Trust Score 85/100 · 6 sources · 484,948 reviews · updated 16 Oct 2026
Pets at Home reviews
In short
Is Pets at Home legit?
Pets at Home scores 4.2 out of 5 on Trustpilot from 53,129 reviews, with 68% five star and 18% one star. Its app rates 4.7 on the App Store (367,414 ratings) and 4.4 on Google Play (62,171 ratings). Customers praise helpful store staff and easy ordering. They complain about a slow app, delivery problems and hard to reach online support. Sitejabber (2.29 from 7 reviews) and Reviews.io (3.75 from 123 reviews) are small samples and weigh less.
Trust Score 85/100 from 484,948 public reviews across 6 sources, updated 16 Oct 2026. How we score
- Rating sources
- 6
- Ratings counted
- 484,948
As of 16 Oct 2026 · How we score
AI summary
Pets at Home scores 4.2 out of 5 on Trustpilot from 53,129 reviews, with 68% five star and 18% one star. Its app rates 4.7 on the App Store (367,414 ratings) and 4.4 on Google Play (62,171 ratings). Customers praise helpful store staff and easy ordering. They complain about a slow app, delivery problems and hard to reach online support. Sitejabber (2.29 from 7 reviews) and Reviews.io (3.75 from 123 reviews) are small samples and weigh less.
- Store staff are the most common praise. Customers describe them as friendly, knowledgeable and willing to go beyond the brief, for example helping choose a harness or puppy food. Trustpilot
- Ordering is described as quick and easy, including click and collect the same day, free delivery on larger orders and Easy Repeat for regular items. On Google Play 74% of the 62,171 ratings are five star. Google Play
- Customer care often fixes problems well. Customers report wrong items, extra deliveries and missing deliveries sorted quickly once they reached a human. Trustpilot
- Groom rooms and in-store services get warm reviews. Customers report careful, skilled grooming and friendly staff. Reviews.io
- Some customers like the prices, vouchers and loyalty offers, though others say the vouchers have become less useful. Google Play
- The app and website are called slow, laggy and clunky. Customers also report login failures, error screens, payment problems and messages saying the app is no longer compatible with their device. Google Play
- Delivery problems come up often. Customers report late or missing orders, delivery estimates that lengthen at checkout, and couriers such as Evri and DPD failing to deliver. Trustpilot
- Online support is hard to reach. Customers report a chatbot that is unhelpful, chats ending abruptly and no phone option. Trustpilot
- Subscription and stock problems. Customers report repeat orders cancelled or items out of stock with little notice, and a subscription price that was higher than buying separately. Trustpilot
- Damaged or poor quality items and difficult refunds. Customers report damaged crates, food that smelled of plastic or was eaten by rats, and weak grooming tools. Trustpilot
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 4.2 / 5 | 53,129 | 16 Oct 2026 |
| App Store | 4.7 / 5 | 367,414 | 16 Oct 2026 |
| Google Play | 4.4 / 5 | 62,171 | 16 Oct 2026 |
| 4.3 / 5 | 2,104 | 16 Oct 2026 | |
| Sitejabber | 2.3 / 5 | 7 | 16 Oct 2026 |
| Reviews.io | 3.8 / 5 | 123 | 16 Oct 2026 |
Delivery, returns
and support
How is Pets at Home delivery?
Mixed. Some customers report fast delivery and orders arriving on time, and one says home delivery is free above £40. Others report orders days late, a week to arrive, delivery estimates that lengthened after payment, and repeated missed attempts by couriers. Several blame the courier rather than the retailer, but say the retailer did not fix it. Customers also report split or dented items arriving, mostly in older reviews.
How do Pets at Home returns work?
The data on returns is thin. One Trustpilot customer says a refund for a damaged cage was only offered if they brought it back to the store. Older Sitejabber reviews report refused refunds and being told to contact the manufacturer for a faulty lead. One Reviews.io customer reports a rude reaction to a food return. Other Trustpilot customers report refunds handled the same day. Sitejabber has only 7 reviews and most are old.
How is Pets at Home customer support?
Customers report that human support is good, but reaching one is the problem. Praise names individual customer care staff and live chat agents who resolved issues. Complaints focus on the chatbot, chats ending early and no phone number for online orders. Several Trustpilot customers say the helpful part only starts once a person takes over.
How is Pets at Home quality?
Customers rarely discuss product quality in positive terms, but ratings are high overall. Quality complaints are specific cases: dog food that smelled of plastic, cat food eaten by rats, a dirty and damaged dog crate, poor grooming scissors and a split cat litter bag. These are a small share of reviews. Some customers also mention a reduced own-brand range or limited choice in some categories.
What customers say
about Pets at Home
Sent wrong item but then sent the correct one and offered to keep the wrongly sent item free of charge. Great communication by all their staff.
evri started refusing to deliver and pets at home made the choice to loose me as a customer instead of resolving the issue with evri.
the app is so laggy
Really reasonable prices and great free standard delivery. All I need for both my pets in one shop. Ideal
No actual person to talk to just a chat bot. Constantly getting cut off if they just leave the conversation.
I have always found the staff to be very helpful and polite
Questions about
Pets at Home
Is Pets at Home legit?
Review data points to a widely used, real retailer. It has 4.2 out of 5 on Trustpilot from 53,129 reviews and 4.7 on the App Store from 367,414 ratings. Customers report real orders and in-store service, and the main complaints are about delivery, the app and support rather than scams.
How long does Pets at Home delivery take?
Customers report mixed times. Some say orders arrived on time or fast, and others say a week or more, or that the estimate grew from 2 days to 4 days after payment. Courier failures by Evri and DPD are a recurring complaint.
Can I return Pets at Home items?
Customers report mixed results. One says a damaged cage could only be refunded by returning it to the store. Older reviews report refused refunds or being sent to the manufacturer. Others report quick refunds for extra or unavailable items. Return evidence is limited.
Does Pets at Home reply to bad reviews?
Yes, on some platforms. It replied to 100% of the Trustpilot reviews read and 50.5% of Google Play reviews. Replies are polite and apologetic and often ask the customer to contact customer care. The Google Maps listing, Sitejabber and Reviews.io showed no replies.
Is the Pets at Home app any good?
Customers rate it well overall, 4.7 on the App Store and 4.4 on Google Play. Fans like easy ordering, vouchers and the loyalty card. Critics report slowness, login and payment errors, fewer vouchers and compatibility messages on some devices.
Ask the agent
about Pets at Home
Try one of these:
Sources
- 536,240
- 43,271
- 31,999
- 21,889
- 19,730
Brand replied to 100% of reviews
As of 16 Oct 2026
- 546,143
- 45,708
- 32,491
- 21,875
- 15,950
Brand replied to 51% of reviews
As of 16 Oct 2026
- 51,272
- 4464
- 3181
- 261
- 1126
Brand replied to 0% of reviews
Google Maps listing: Pets at Home Camden
Rating data from Google · As of 16 Oct 2026
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