Early today I took my 4 yr old Pomeranian for cut & blow dry because I thought they would do him a great cut him knowing that Pomeranians are more difficult to cut, I never thought they would let an unexperienced person do it, they cut his hair very badly, all the cuts are clearly visible and very uneven, very disappointed with the service, they didnt clean the area under his eyes well and neither his ears which were also supposed to be cleaned as part of the service. I’m very disappointed

I called the store first because I wanted to buy an hamster and they told me to go there that was no problem. When I arrived there, the girl at the till was super rude when i ask for help to see the hamsters. After all they told me that I couldn’t buy the hamster because it was no enough staff to help me in that day. It was absolutely without any sense. I am super upset.

Need more staff available at least 1-2 more at all hours. Stock levels could be better, quite poor around accessories and health care for cats and dogs. I find it hard to buy anything here as it looks like they only sell animals to whoever the store manager seems to like which is ridiculous. Haven’t tried the vet yet but seems promising.

Came into the shop at 17:15 & asked for someone to serve us some fish! Waited 15 minutes by the fish along with other customers & was told the lady (Heidi) that was supposed to be serving us is now serving someone else & we needed to wait another 20 minutes! Was told the manager may be able to assist us & when asked to see him nobody turned up. Absolutely disgusting service! The staff were rude, unprofessional & very unhelpful… I’ve always had to wait to be served in here but today is absolutely ridiculous… Poor poor service…

Visited around a week ago, very limited stock on the shelves , Im absolutely disappointed with customer service …. I was looking specifically for aquarium lights for a plants and sales advisor gave me a silly recommendation to buy any lights from their stock , stating “they are all nice” …. and there were 2-3 more questions and the answers were more or less the same … I think workers who’s responsibility is to assist in such shops should have at least a bit of understanding of animal world and related aspects 🤦🏻‍♀️🤦🏻‍♀️🤦🏻‍♀️

They sold us sick fish. One fish died within a week. The other has a ulcer. To top that, the service is slow. The short chubby manager is hostile and cleary not enjoying her job at all. Fortunately the small petshop in crystal Palace seem to take more care af the animals and all our fish from them are still thriving. I'm leaving a review because frankly I couldn't be bothered to drive all the way to old Kent road with a dead fish and a sick fish to negotiate who's fault it was. But I am irritated that this has happened.

Today I visited pets at home as a regular customer. I bought "£60 worth of items to my beloved pet. It was hardly any one shopping, but I constantly following by the security guard who made me really uncomfortable, not sure why??? I will never still anything I am not that type of person, I work hard to pay my bills. I approached to the counter and asked the guy on the till that I need a tag to engraving my details for my pet, he got me a big box in front of me, a picked one, I never done this before, the guy said just follow the instruction, to be honest it was not easy at all, I spent about 15 to 20min trying to figure it out but not luck, he was watching but not support what so ever, I found it awful customers services, I just pay it and left. They were not busy at all the worsted it looks like they were totally board, really sad and stratefull experience

It's a harsh review, but I'm very annoyed. I am battling to find the cat food my cats eat, and after checking online to see that this branch had it, I went in specifically for that. After spending some time looking, I couldn't find it, not even a single tin from that brand (Encore). I looked for quite some time to find someone to help, and when I did, they said they had the pouches but not the tins. They pointed in the general direction and said there in bay 3 or 4. I then spent another few minutes looking, but really couldn't find it. I then asked another assistant, who told me they only have it online, not in stock. Firstly, I would have appreciated the first assistant coming over to show me, and secondly I would've appreciated clearer stock marking on the website as to what is online only. I also noticed that the (live) crickets, in my video, are stored in a box and for sale. This may seem petty, but that feels cruel to me.

Just went in to get a new hamster for my 7yr old. Joe at the old Kent road store was incredibly helpful, knowledgeable and kind to my daughter. Took her seriously and was genuinely interested in animals their care and if she was prepared as an owner. Credit to the store and a reminder that people who work in big stores like this aren’t always just there for the pay check. Thanks Joe!

Really bad customer service ! Never had this kind of service before No patience no customer care I called this morning to update my pet's name Because I got a new dog and I was trying to ask for a help because I got a discount voucher but its under my old pet's name. One of the staff said it's fine to use it. And then after she was trying to register My new dog but I totally don't know the birth date of my new dog. And I tried to apologize many times and then she passed the phone to a lady and then she was telling me "Oh please provide us the right info before we can register you dah da da .. then hanged up. I know its my fault not to have that info But u cannot treat ur customer like that So rude. And when I found out the details of my dog I tried to ring them back many times but they didn't pick up my call. After 10mins I called them again And they rude lady answered And I was trying to explain what happen And because she is rude she hanged up the phone again.. I just feel sorry to you rude lady You need to go back to school and study Or maybe you should not work in customer service. 😡😡😡😡

I can't bring myself to give a pet store five stars just because of the caged animals, but I will say on my first visit today staff were extremely friendly and helpful despite it being not far from closing time; none of the abruptness or pressure so common to big chain shops at that time (5ish) on a Sunday.

I would give no stars if I could. Animals trapped in cages with dogs and children scaring them. Animals bought from breeders and sold to anyone for profit. No home checks, no caring where the animal goes. Animals treated like commodities rather than living breathing feeling creatures. I thought they promoted animal care but as usual all they care about is money. So sad to see rabbits, rats , gerbils in a shop. Not a place for anyone who really cares about animal welfare. Very depressing 😔

Despite limited stock on the shelves, it’s a fairly large store with an array of pet amenities, plus offering advice to a customer whose cat had diarrhoea.

Well stocked business -most staff and security lady was very welcoming and social, met a very helpful staff member by the name of Chris who i believe is a huge asset to the company pets at home and business in general, he went way out of his way to make sure I was up to date with all the deals, discounts available and carried my 25kg bag of puppy food from the back of the store to the till bearing in mind I was with my partner who was more than capable. Thank you Chris from pets at home old Kent Road all businesses need your service

Easy to find. Polite friendly staff, being able to take your pet inside is great!. Found what I was looking for and needed, Good choice. Prices are somewhat reasonable depending on what your after. I will visit again.

A very good and rich choice of food for your loved pets! Especially the natural ingredients and flavour food! Very nice and helpful staff! I highly recommend that store! It's worth popping in more often! 😆😉

Awful store. The security guard has stalked me throughout the store on several occasions, making me feel very uncomfortable as a woman on her own. The staff are severely understaffed, rude, and unhelpful - the only positive interaction I've had was with Casey. Saw a mouse running behind the cat food aisles which is concerning from a health and safety point of view. I could honestly go on and on. Please avoid this shop if you can.

"I had a terrible experience at this pet shop due to the unprofessional behavior displayed by the manager, George. He refused to serve me, citing a shortage of staff, while he and three other employees were engaged in casual conversation at the till. Not only was his excuse unjustifiable, but his rude demeanor further exacerbated the situation. Such a lack of customer service is inexcusable, and I will not be returning to this establishment. The managerial staff should prioritize customer needs over personal discussions. Disappointing experience overall,.”

Simone is extremely fantastic. Her customer service skills is brilliant she is an asset to this company. Overall all the staff are great

Had a problem with delivery from pets at home warehouse, delivery came on a Saturday I was at work my wife phoned me to say they sent 3 packets of dog food instead of the 3 boxes of 36 packets I ordered and paid for. Could not get through on any numbers for them on website. I phoned old Kent road branch on the off chance they could advise. Spoke to store manager Chris told him what had happened, even though it wasn’t his problem he managed to phone someone for me and sort my order out. The delivery came complete the next day (even though it was Sunday). So the dog didn’t go hungry. Thanks Chris

So my little fur baby was put to sleep today, he was 15yrs old. The vet in charge was fantastic, as were all the nurses and staff, they were patient and sensitive to him and us throughout the whole traumatic experience. I can’t praise them enough

Huge area of everything your pet of any description could possibly need, with sensible prices. There are a few of the smaller pets for sale, baby rabbits, hamsters, etc., in clean and user friendly, large glass showcases. Helpful, kindly staff. There's an independent veterinary clinic at the rear, which we needed that day. A large sized, free car park, shared by customers of other shops surrounding Pets At Home. There aren't any public toilets, so my husband had a short walk over to McDonald's.

Very very bad customer service ! The staff for vet are very nice and good . the lady who served me was very rude and not friendly and to be specific it was a lady with long blonde hair who was very rude to me .Never ever will I put my foot into this shop again! Terrible customer service.

I found all the items i had been looking for but found nowhere else? Plus, it's the first pet store ever with no stinky smell when u enter! Well done!

Staff know us now. Groom Room is fab & all the staff are super friendly & helpful. Good range of goods for my pup. She's never short of a treat!

Amazing staff. Handled my German shepherd very professionally. Great care by the dog groomer, I think her name was Daniela. She was polite and really helpful. Will definitely be returning :)

Store manager was super helpful, with properly informing me on how to treat my pets at home! Very kind staff, I spoke to 3 in one visit and they were all very attentive!

Although I generally prefer to support small local shops, the staff here are always friendly and helpful. The biggest issue is that they struggle to maintain their stock of Greenies (dog herbal toothbrush treats I like to give my dog every day to maintain his dental health)

Ordered online 60l fish tank and a stand, collected in the store easy process. A outstanding customer service, excellent knowledge of tuff they are selling, gentleman on the till ( I didn't get his name I wish I would ) saved me from disappointment, he pointed out to me the negativity of the fish tank, he offered me to come back anytime and he will help me get a better tank for the same money. Refunded all the stuff easy process again.

Poor stock levels. My experience when buying cat products food, litter, etc is that what you are looking for is often not in stock or on the shelves. It's better to order online for delivery because then you don't end up wasting your time going into the shop only to find they don't have what you came in for.

I weigh my dog there regularly and he loves all the fuss he gets from the staff. They do great dog treats too!

Got all the supplies we needed. Click and collect from the car park doesn't always register on their system, so I had to call up. Chose click and collect from car park as we on own with my child who was asleep in the car. Once I spoke to someone on phone, they charmer out fairly quickly with my order. The store itself seems organised and tidy. Vet services were good when we used them. Overall, staff helpful and friendly.