Review Insights · Google Play
Pets at Home
Pets at Home · 56,915 ratings · ★ 2.6
2.6
★★★★★
56,915 ratings
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Top complaints - extracted from 68 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"slow"
22 negative reviews mention this · 32% of all complaints
★★★★★ "App is slow. Continued payment issues that require significant effort on my behalf to get charges for failed orders refunded. Awful AI chatbot." - Robin Mussell
2
"order"
12 negative reviews mention this · 18% of all complaints
★★★★★ "the customer services are rubish they dont care if because of their error in ordering your pets dont have enough food leaving them hungry i suggested s solution but all they said was sorry we cant do that all we are here for are to give ref…" - Robert nye
3
"website"
10 negative reviews mention this · 15% of all complaints
★★★★★ "No star rating from me as app stopped working on my Android phone after latest update I assume, without any prior warning. Yet when I checked its settings the app is compatible with my phone and for Android OS 7 or higher - mine is 9. Just …" - Alix Hill
4
"useless"
9 negative reviews mention this · 13% of all complaints
★★★★★ "not all information is available postage costs are NOT clear and are NOT stated in an appropriate section. other than the the app is useless. subscription purchases cannot be mangaed fully, leaveing only a deletion and re-subscribe which in…" - Ten Bob
5
"trying"
7 negative reviews mention this · 10% of all complaints
★★★★★ "terrible app. trying to buy pet food and every payment method just spins endlessly. do you not want me to buy anything?" - Christine Mitchell
📋 All 68 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
unable to sign into app - no explanation available
kept changing delivery date ,, really annoying, couldn't contact anyone
the customer services are rubish they dont care if because of their error in ordering your pets dont have enough food leaving them hungry i suggested s solution but all they said was sorry we cant do that all we are here for are to give refunds. try erasing this review and see what happens i can prove it. if you want a company thst cares about your pets health and wellbeing dont choose this one.
App is slow. Continued payment issues that require significant effort on my behalf to get charges for failed orders refunded. Awful AI chatbot.
HELP APP NOT WORKING AT ALL. IM NOT ABLE TO RESET PASSWORD. IT'S JUST NOT DOING ANYTHING WHEN I PUT CODE IN .
terrible app. trying to buy pet food and every payment method just spins endlessly. do you not want me to buy anything?
rubbish
I can't see my previous orders on the app. When I opened the app there were a bunch of dog products in my basket that I didn't put there. Even when I removed them all and added my cat items, when I went to check out, the dog items were back and my cat products were gone. I had to switch to pc to do my order. Which I now can't see on the app. So what is the point of the app if I have to do everything on pc anyway?
when a hamster was on display in less than a square foot , that says it all about this cooperation ... please DO NOT BUY LIVING CREATURES ... how would you feel if it was your children ???
Boots me out, and on trying to log back in, says my account is locked. tells me to contact customer services but they are useless and don't know how to help if it's not on their cut and paste list. Waited an hour and still wouldn't work. Membership number wouldn't connect to the account I've used for years. Had to delete everything and start all over again.
No star rating from me as app stopped working on my Android phone after latest update I assume, without any prior warning. Yet when I checked its settings the app is compatible with my phone and for Android OS 7 or higher - mine is 9. Just another example of appalling communication or lack of it from Pets At Home. They're very keen to repeatedly send me vouchers that are not always relevant to me and even when they are, I now don't have the means to access them - not even on my website account.
The app is so slow, struggling to get to a page I want.
App is useless to me. unable to sign in. type in email address ok, password then sign in and it's stuck searching. very annoying when I need to use my vouchers when buying pet supplies.
slow, doesn't take payment methods properly, discounts aren't very good. why do we need a separate app for everything? stop wasting my time and sell me the products I need. EDIT: since posting the review and reading the useless reply, my package has arrived. an item from the order is missing both from the package and the invoice (but I have been charged for it). no reliable way of contacting customer service through the app. so stealing from me now, as well as useless
first use it was good for the discount, then failed when trying and online order, twice, so got the food on Amazon, then a voucher/discount didn't work, so not the best app in the world and as the outlet is quite far from me, I've no use for it so uninstalled and decided it isn't worth it to shop there when I can get the same stuff delivered off of Amazon (apart from own brand generic stuff)
Unable to book grooms on the the app or online for weeks even with changing salon or trying on a different phone/online just have a log out message every time: Uh oh, something went wrong There has been an error received, please try again or contact support. If this persists please use the logout button below to return to the login page, although this is often because there has been a problem communicating with the salon's server
it took at least 4 attempts to do anything on this occasion..so I am not impressed 😐
don't know what you guys did. used the app a couple of weeks ago and now it won't work on my phone! Not impressed.
slowest app I've ever used. doesn't even work properly
The app is dreadful. slow to load and even when you put 'cat' in the search bar, it shows results for dogs, rabbits, fish et al. Pages don't load fully, including the checkout. Everything takes twice as long as it used to on the website. Crazy.
Really slow processing speed.
terrible website slow and laggy
useless everytime an update is rolled out it loses all youre preferences including all marketing its a good job we not rely on this app for life support for our darling pets
poor response if you have a problem keeps stopping and starting
very slow and not easy to navigate
absolutely shocking just as bad as the website 😭 took me over an hour just to select and add 6 different items to basket because how long it takes to load .............. terrible and then you finally go to basket for it to say sorry can't find your items in your basket! omg 😳 once that finally fixed itself it wouldn't give me the option to select home delivery or click n Collect absolutely waste a time !! on the website it replaces your items for other items in your basket !! wasted days try
The website unfortunately freezes over constantly making it frustrating to order online.
trying to cancel is difficult and random subscription cost not ordered?
i didn't want to give any stars the app is useless totally I've tried for days to order
appalling app that freezes and usually stops working altogether
The app is inconsistent, suddenly you have stopped sending me vouchers! I spend money every month and now no benefits.
ordering past delivery was a nightmare. app just kept freezing. I had to log out then restart from scratch. then on payments the same. and also each time I wanted to order an item I often had to press the option twice. April 2026 ordering been the worst.
absolutely rubbish. always struggles to work. can't order because it won't let you progress
app seems stuck
slow
Never works. Useless service each time.
since the upgrade I can't access the app at all.
terrible app & website cant log into either with correct details. Spent £60 on prescription dog food, Tuesday last week, said it would be here friday, its now Sunday, still nothing. Tracked on evri, said it would be here by 6:30pm saturday night, which was a lie. Checked tracking this morning and its still not updated since satutday night. Had to buy supermarket dog food for my dogs bad tummy. very slow unreliable delivery. would have been quicker to buy strait from the vet.
app doesn't open
App keeps telling me phone no longer supported. Yet I updated and it and now it doesn't work
useless -- "your device is no longer supported"
updated. and now takes forever to do anything
This app is awful. I wouldn't even use it if it wasn't for the fact that their website keeps auto sending me through to the app. I'm also disabled, so can't just go out to get what I need. Currently trying to buy my cats RENAL food, and both the delivery option and click and collect options are greyed out and won't let me interact. At this point I'm considering ordering from somewhere else. It'll probably be more expensive, but this app is too unreliable.
Used to get lots of vouchers haven't got anything for months. so I deleted the app back in 2023 and decided to give it another go. won't accept my password even though it meets the criteria. It's very slow and clunky. decided to delete it again. can't be bothered with the hassle. only deserves 0 stars but won't allow me to do that
absolute nightmare. slow, glitches. I can't even put my bank details in. such a pain.
It's really hard to actually purchase your chosen item. Too many hurdles!
Don't not use it's clear they do not maintain their app as Ive put in my pets age twice and still don't change nothing with change my review just poor for such a big company
trying to order on this app is a joke took me almost a hour and still not able to order
Terrible app. Very slow. I was unable to finish shopping. I have placed my cats food in the basket quite a few times, then at the end or the app get frozen, preventing me to click for collection or simple those items which were in the basket got vanished. Days before , I couldn't mange the subscriptions. When changing dates of some of those items, this app didn't accept it. Sometimes, the app showed up any other date rater than the ones I had typed. It's obviously this app needs a good update.
app is so terribly slow to load and I had to keep reloading to make a purchase
+ 18 more in the clipboard copy
Sentiment summary
47%
Positive (4-5★)
0%
Neutral (3★)
53%
Negative (1-2★)