Review Time
Ordered lead and collar was in stock time of order
Never arrived went through chat and one said lost in system very rude agent
Spoke to someone else and said out of stock when due to be dispatched even though said on way and sent tracking. This happens all the time
My item arrived broken but was quickly resolved and a replacement has been sent out for next-day delivery! Mobeen (customer service provider) was so quick and helpful :)
On 25 February 2026, my family and I had an absolutely awful experience at the Pets at Home Huddersfield store when trying to purchase a female guinea pig.
My wife and daughter were turned away earlier in the day because they were told they needed proof of a second cage. They explained we were following a sensible bonding process and that a separate cage was arriving that evening.
I then visited at around 18:30 with photos showing the new cage already purchased and set up at home for settling and bonding. Despite this, the duty manager (Emily) insisted she was “legally” unable to sell a guinea pig unless we already had another large cage. That was never clearly explained, and it felt like we were being pressured to buy a cage from the shop instead of using the one we had already bought and set up.
The situation got worse when I asked how to raise a complaint. I was dismissively told to “go to the website”. I went back again purely to clarify and resolve it, and I was refused service multiple times. Even after I offered to buy the guinea pig and a cage in store to meet the requirement she was stating, I was still refused and told “I’m not going to sell you it now”.
A checkout assistant (Nick) was present and when I asked what was happening he shrugged and said “sorry, she’s the manager”. My daughter has been coming in weekly since Christmas waiting for a female, as the store has only had males. The distress this caused her was completely avoidable.
I support animal welfare policies. I do not support staff misrepresenting things as “legal requirements”, refusing to explain properly, and then refusing service in a way that felt retaliatory after mentioning a complaint. We are regular customers and have previously bought guinea pigs from Pets at Home without issue, but after this, we will not return to the Huddersfield store.
I was hesitant initially with the responses being from a chatbot, but the was connected to Mobeen and don't think I've actually received customer service like it, all resolved and rectified within minutes, nice personal replies too. Thank you pets@home and Mobeen!
After checking online and found that the item I wanted was available for collection later today I paid the amount.
About 2 hours later I was advised my order had been cancelled as there was no item in stock,and money would be refunded between 5 to 7 days.
Why was I allowed to order and pay if the item was not available.
I have been a regular user of pets at home as other members of my family and find this most unacceptable
and am considering taking my needs elsewhere.
Looking at other reviews this company simply can’t be trusted to home deliver.
I paid extra for delivery next day to save me ordering from the supermarket or waiting an extra day at zooplus I’m out of dog food and can’t leave the house.
Waited all day no updates - went on chat my order isn’t coming today now this late in the afternoon I have to order from uber eats or Deliveroo.,
Yes they refunded the delivery charge but it’s going to cost how much now at uber eats?
Really angry I could have used Amazon - supermarkets - asked a friend while she was out - if you can’t go in the store don’t bother.
Helpful, cheerful staff and although the item I was looking for wasn’t in stock for my diva of a cat, Richie explained the different options, closest to my request.
Heather at the till checked my coupons and put together a package for me to get the best discount - even though I spent more than planned, it was on items I need. T
Great staff, very friendly and helpful. When paying, I mentioned I had a voucher. The staff member showed me how to retrieve my voucher on the app, and then encouraged me to check for further vouchers. It turned out that there were two more that I could use , including one for a free bag of treats. Made some good savings, thank you.
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