We was worried as it was saying they was still waiting for our sample after a week and Shawn reassured us it can take longer than we waited and he provided us with the correct waiting times for receiv... See more
Company replied
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Review summary
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What people talk about most
Reviews shaping this summary
Was getting worried as hadn’t received anything in the post, contacted ‘test my pets uk’ on Facebook. Turns out the form is digital so I had messed up! Shawn was the one who help me, really quick resp... See more
Company replied
I made an error in submitting my form so the email couldn't be sent to me. I tried to correct the mistake and resubmit it, I got a message sayingthe code was already used. I had to use the chat window... See more
Company replied
Great follow through and dedication to guiding pet parents with bio resonance testing :) The team is helpful, prompt and kind. The test is something I wanted to try as a compliment biomarker for his w... See more
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Company details
About Pethealthathome
Written by the company
Expert food and environmental sensitivity testing for pets.
Test My Pets sensitivity tests are designed to help you understand your animal’s reactions to everyday items that it could come into contact with.
No appointments are necessary. Just send us your sample and let us do the rest. We screen your animal’s sample and send results directly to your email for your peace of mind.
Our values and our mission
A pet living with symptoms where you don't know the possible cause can affect its overall wellbeing and happiness.
Since 2016 we have been working with testing facilities to provide our clients and their animals with help and support on their journey to better health. We provide tests from both complementation and alternative medicines (CAMs) and scientifically supported products from trusted brands.
Why us?
We’re so proud of our test, service and team that if you don’t receive the improvement in your pet’s life or the customer journey that our other clients receive, you can claim your money back within 60 days!
We’re the only providers in the market to have a customer service team working 24 hours a day 365 days per week to answer your queries so that you can take confidence in receiving support throughout your animal’s wellness journey.
If you’re not happy, we’re not happy.
Contact info
United Kingdom
- pethealthathome.com
4.6
Excellent
497 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Hasn’t replied to negative reviews
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Shawn was very helpful with all the…
Shawn was very helpful with all the information i needed
February 6, 2025
Unprompted review
Reply from Pethealthathome
Hi Vikki,
Thank you for your 5-star review! 🌟 We’re delighted to hear that Shawn was able to provide all the information you needed. If you ever require further assistance, our 24/7 live chat team is always here to help! 😊
Kind Regards,
Pet Health At Home
Terry was amazing help with my problem…
Terry was amazing help with my problem and they have amazing customer service
February 5, 2025
Unprompted review
Reply from Pethealthathome
Thank you for your kind feedback! We’re so glad to hear that Terry was able to assist you and provide excellent customer service. We truly appreciate your words and are always here to help if you need anything further!
Best regards,
Usman
Pet Health At Home
Online help
I posted the sample to the Australian office and hadn’t received an update for two weeks so I contacted the help line. Great prompt service by Casey and cleared up my questions. The sample is safely on its way to the UK. Thank you kindly 🙏
February 4, 2025
Unprompted review
Reply from Pethealthathome
Thank you for your wonderful feedback! We’re so glad to hear that Casey was able to assist you promptly and clear up your questions. It’s great to know your sample is now safely on its way to the UK. If you need any further assistance, our 24/7 Live Chat team is always here to help!
Best regards,
Usman
Pet Health At Home
Shawn was very informative
Shawn was very informative with a quick and friendly response to a question regarding combined postage of human and pet samples. Great humor also, Thanks!
February 4, 2025
Unprompted review
Reply from Pethealthathome
Thank you for your fantastic feedback! We’re so glad to hear that Shawn was able to assist you quickly and with a friendly, informative response. It’s great to know that the conversation was both helpful and enjoyable! If you need any further assistance, our 24/7 Live Chat team is always here to help.
Best regards,
Usman
Pet Health At Home
Live chat answered my question quickly…
Live chat answered my question quickly with no issues.
Thankyou Tony
February 4, 2025
Unprompted review
Reply from Pethealthathome
Thank you for your feedback! We’re glad to hear that Tony was able to answer your question quickly and without any issues. We truly appreciate your kind words and are always here to assist you if needed!
Best regards,
Usman
Pet Health At Home
I had a issue with my order
I had a issue with my order. So did a live chat with "Avery" their customer service agent. And he was kind enough to quickly resolve the problem and answer all my queries. Thank you Avery.
January 31, 2025
Unprompted review
Reply from Pethealthathome
Hi Priyanka,
Thank you for sharing your experience! We're so glad to hear that Avery was able to quickly resolve your issue and answer all your questions with kindness. We'll be sure to share your appreciation with him!
Brian,
Pet Health At Home.
The 4* is for great the online webchat
The 4* is for the online chat service. I got to speak with an agent called Shawn. I was having problems logging in and didn't realise the customer had to print everything (don't have a printer)
The webchat connected me to Shawn quickly, he explained that an account hadn't been created before payment was made hense no account access. He also confirmed this was not a problem and not necessary, all information would be emailed to me when test is complete. My printing issue was also no problem, he advised me to write all details on down paper and send with sample.
I was so wound up before reaching out to Testmypets because every other webchat experience has been negative but since speaking with Shawn I feel way less stressed and not worried about the process.
I would have given 5* had the website explained the process better, the customer needs to print off the form and pay for postage in addition to the test cost.
January 31, 2025
Unprompted review
Reply from Pethealthathome
Hello Victoria,
Thank you for your detailed feedback! We're happy to hear that Shawn was able to provide clarity, ease your concerns, and make the process less stressful for you. We appreciate your constructive comments about the website instructions and will take them into consideration to improve the experience for future customers. Your honest review means a lot to us!
Brian,
Pet Health At Home.
Suspiciously Obtuse Business
I decided against going through with sending my pet's sample after becoming dubious about their procedure. I requested a cancellation and refund through their live chat function, and was told to email them, which I did. Two days later, I hadn’t received any confirmation of my request, so I contacted them again via live chat. I was told they couldn't find my email and asked me to email again, this time using a different address, which had a similar, but slightly different business name at the end. A little digging revealed that this company operates under several different names, all with a similar web design and offering similar services.
At this point, I began to get really concerned.
I stayed on live chat while I sent the second email to confirm that the support agent (Avery) had received my message. Once again, it suspiciously didn't appear in their inbox.
I told the support agent I was now suspicious of their practices and planned to dispute the payment with my bank and pursue a chargeback. I also mentioned that I would be reporting their business practices to the relevant authorities.
Miraculously, my email appeared at that moment. However, I still couldn't be refunded immediately—it had to be sent to the “relevant department” for processing. The fact that this isn’t handled by a frontline customer support agent is baffling in itself.
I seriously doubt I will ever see my money back from this company, with all their different teal and pink-named websites. As a consumer, I wouldn’t trust anything these people say, including the end product.
This has been an absolutely woeful experience and a prime example of predatory business practices. Buyer beware.
-Edit-
As of 03/02/25 I am still to receive a refund and have had my refund request passed on to yet another department for "review".
04/02/25. After the most drawn out, arduous customer service I've ever dealt with from a company. They have sent me confirmation I can have a refund. Why did this take so long. Nobody likes being in these situations on either side of the table. Sort your processes out.
January 22, 2025
Unprompted review
Reply from Pethealthathome
Hello Matt,
We would like to apologies for not being able to access your email earlier and this lead to the delay in processing your refund. We will be looking into the matter to figure out what happened and ensuring we make it right for future customers. It does in fact states in our T&C's that we do require your request for a refund in writing.
We do have different sites, but the testing remains at the same high standard. We are transparent about selling our tests across multiple platforms, and this does not affect the quality of our tests or our credibility. Many reputable companies operate in the same way.
Please note that a refund would most times not be processed immediately or even on the same day, even if the merchant returns the money on that day. You will still be required to wait a period of time, for most banks up to a week, to see it reflected on your account.
Brian,
Pet Health At Home.
Angel was a great assistant and helped…
Angel was a great assistant and helped me get the answers I needed
January 30, 2025
Unprompted review
Reply from Pethealthathome
Hello Dean,
Thank you for your feedback! We're delighted to hear that Angel was able to assist you and provide the answers you needed. We'll be sure to recognise him for his excellent service!
Brian,
Pet Health At Home.
Casey checked for me whether my sample…
Casey checked for me whether my sample arrived as yet, and clarified that I needed to wiat 21 working days. Good service. Patiently waiting for my dog's results 👍
January 28, 2025
Unprompted review
Reply from Pethealthathome
Thank you for your kind review! We’re glad to hear that Casey was able to assist you with checking your sample and clarifying the 21 working days wait. It’s great to know you’re happy with the service.
We appreciate your patience, and we’re sure the results will be worth the wait! If you need any further updates or assistance, don’t hesitate to get in touch.
Best regards,
Usman
Pet Health At Home
Great service
Great service. Casey from online customer service chat helped clarify something I was unsure about in my pet's results. Connecting to someone and receiving a reply was quick and instant, even for a weekend.
It is comforting knowing what my dog can and can't have in his diet and surroundings. The ultra test was a lot more comprehensive and had great detail.
January 26, 2025
Unprompted review
Reply from Pethealthathome
Thank you so much for your fantastic review! We’re thrilled to hear that Casey was able to clarify everything for you and that you had such a positive experience with our Live Chat service. We’re also glad that the Ultra Test provided the detailed information you needed about your dog’s diet and surroundings.
If you have any further questions or need assistance in the future, don’t hesitate to reach out. We’re always here to help!
Best regards,
Usman
Pet Health At Home
Great help via live chat with Casey
January 25, 2025
Unprompted review
Reply from Pethealthathome
Thank you for your lovely review! We’re so glad to hear that Casey was able to assist you and provide great help via Live Chat. I’ll be sure to pass on your kind words to her.
If you need any further assistance, feel free to reach out anytime!
Best regards,
Usman
Pet Health At Home
Went onto online chat to ask a…
Went onto online chat to ask a question, got told to email instead which I did, no response, chased up original email and still no response. Very poor.
January 21, 2025
Unprompted review
Reply from Pethealthathome
Hello Roxy,
Thank you for your feedback, very sorry this was your experience. We tried to get in touch with you, but we were not able to locate a email address or a contact number for you. Please get back in touch with our live chat team and we will get this resolved for you.
Brian
Pet Health At Home
Paying extra pointless.
We sent our dog's hair sample on 10/01 and paid extra for the "48-hour lab processing" service, expecting a quick turnaround. However, today is 20/01, and they claim they have *"apparently"* not received the sample yet. According to them, it might take 5-10 working days to arrive, which seems excessive considering Royal Mail 2nd Class typically delivers within 48 hours.
There was no clear information provided at the time of purchase stating that delivery could take this long (excluding weekends), which feels misleading. If we had known, we wouldn’t have paid extra for the faster lab processing service, as it clearly isn't accurate or worthwhile.
Overall, disappointed with the experience – I would recommend avoiding the additional payment for expedited processing, as it doesn’t seem to deliver as promised.
January 20, 2025
Unprompted review
Reply from Pethealthathome
Thank you for taking the time to share your experience. I’m truly sorry to hear about the delay and the frustration it’s caused. We completely understand how important timely results are, especially when you’ve opted for expedited processing.
While we aim to provide accurate information at every step, it’s clear that we didn’t meet expectations in this instance. Delivery times can occasionally be affected by external factors beyond our control, but I agree that this should have been made clearer at the time of purchase.
We’d love the opportunity to make things right. Please reach out to our 24/7 live chat team so we can investigate this further, address your concerns, and discuss any next steps, including a review of the extra payment for expedited processing.
We value your feedback and are committed to improving our processes to ensure better clarity and service in the future.
Best regards,
Usman
Pet Health At Home
Quick Response from Kai
Great quick response from Kai helped me with a few questions I had before I ordered a test! Very polite and understanding and helpful in what I needed very impressed with the service so far! Thanks x
January 17, 2025
Unprompted review
Reply from Pethealthathome
Thank you so much for your kind words! I’m thrilled to hear that Kai was able to quickly and politely assist you with your questions before placing an order. It’s great to know that you found the service helpful and that we’ve made a positive impression so far.
If you need anything else, feel free to reach out—our 24/7 live chat team is always here to help!
Best regards,
Usman
Pet Health At Home
This service has changed my dog's life…
This service has changed my dog's life - I found out I had been feeding him quite a lot of food he was sensitive to, and when I stopped feeding it to him, he became so much healthier.
I lost my report recently, so I used the chat service on the website and Shawn had emailed the report within about 30secs. The service is great!
I would recommend it - yes, the report may seem overwhelming if your pet has lots of sensitivities, but work through it and it makes sense and can help them feel better!
January 17, 2025
Unprompted review
Reply from Pethealthathome
Thank you so much for your kind feedback! I’m absolutely thrilled to hear that this service has made such a positive impact on your dog’s life. It’s amazing to know that by identifying sensitivities, you’ve been able to make healthier choices for your pet, leading to such a significant improvement.
I’m glad that Shawn was able to quickly assist you when you lost your report, and I appreciate you mentioning how fast the service was. It’s great to know that you found the report helpful once you worked through it—sensitive pets can really benefit from this level of insight!
Thank you again for sharing your experience. We’re always here to help if you need anything further in the future.
Best regards,
Usman
Pet Health At Home
I was referred to a mam named Shawn who…
I was referred to a mam named Shawn who dealt with my issue extremely quickly, politely and helpfully. I was nervous that I had fallen for an Internet scam but after I explained my situation and he helped me, I realised that it was me and my adhd brain just not reading things properly and I am very relieved.
January 16, 2025
Unprompted review
Reply from Pethealthathome
Thank you so much for sharing your experience! I’m glad to hear that Shawn was able to quickly and kindly assist you with your concern. It’s great to know that he could clear things up and make you feel more at ease. We understand how easy it can be to misinterpret things at times, and I’m glad Shawn was there to help you navigate through it.
If you ever need anything else, our 24/7 live chat team is always here to assist you!
Best regards,
Usman
Pet Health At Home
Shawn was very helpful
Shawn was very helpful. Thank you again Shawn for your time.
January 16, 2025
Unprompted review
Reply from Pethealthathome
Thank you for your kind feedback! I’m glad to hear that Shawn was very helpful and took the time to assist you. We truly appreciate your recognition, and I’ll make sure to pass on your thanks to him.
If you need anything else in the future, feel free to reach out—our 24/7 live chat team is always here to help!
Best regards,
Usman
Pet Health At Home
Knowledgeable and helpful
Knowledgeable and helpful, friendly chat with Shawn
January 16, 2025
Unprompted review
Reply from Pethealthathome
Thank you so much for your lovely feedback! I’m glad to hear that Shawn was knowledgeable, helpful, and provided you with such a friendly chat experience. We’re always happy to have team members like him who go above and beyond to assist our customers.
If you have any more questions or need further assistance, feel free to reach out—our 24/7 live chat team is always here to help!
Best regards,
Usman
Pet Health At Home
Fast courteous service
Fast courteous service. Angel was able to answer my question without hesitation.
January 15, 2025
Unprompted review
Reply from Pethealthathome
Thank you so much for your kind words! I’m glad to hear that Angel provided you with fast and courteous service and was able to answer your question without any hesitation. We’re always happy to assist our customers promptly and efficiently.
If you need anything else in the future, feel free to reach out—our 24/7 live chat team is always here to help!
Best regards,
Usman
Pet Health At Home
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