I've used the in-store grooming salon regularly for 2 of my nervous ex-puppy farm rescues. I have nothing but praise for how the staff go out of their way to ensure the grooming experience is as stre... See more
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Website unable to cope if stock is unavailable. You add items to basket and then it's unable to ship or click & collect to your preferred store. It doesn't tell you what quantities could be shipped or... See more
Really good price, pup okay so far with Acana after switching from Orijen(made him too hyper & price continually going up). Hopefully I'll be ordering it from here on repeat if tum stays settled. Plea... See more
Company replied
I take my 2 cocker spaniels to be groomed every 6 months at pets & friends and the staff are always lovely. My dogs are a little nervous but they always accommodate and let me know how they have got o... See more
Company details
About Pets & Friends
Written by the company
Here at Pets & Friends, we’re here for you and your pet every step of the way. We want to help you give you pet everything they need to ensure they live a long, healthy, and happy life.
With 50 years experience in the pet industry, you can be confident that you have our support, and that you can trust us to go that extra mile for you and your pets.
From baby, to senior and everything in between, we are here to ensure you get the best quality and value for your pet. Our customer service team have both yours and your beloved pet's best interest in mind, and are here to answer any question or query you may have about your pet.
Not sure what food is best for your dog? Need a new cat collar? Want to find more information on our Repeat & Save subscription service? No question is too small for our team, Call us today at 0115 695 0252 or email us at customerservices@petsandfriends.co.uk and we will get back to you as soon as we can
You can find us online, or at one of our local stores. Find your nearest store at https://www.petsandfriends.co.uk/pages/store-locator
Contact info
Pets and Friends Trading Limited, Pedigree House, Ambleside, Gamston , NG2 6NQ, Nottingham , United Kingdom
- 0115 695 0252
- customerservices@petsandfriends.co.uk
- petsandfriends.co.uk
4.3
Excellent
3K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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Reply from Pets & Friends
satisfied with the quick delivery, competitive pricing, and quality of our poo bags. We take pride in providing durable products that meet our customers' needs, and it's great to know that we hit the mark for you.
If you have any other needs or questions in the future, please don't hesitate to reach out. We appreciate your support and look forward to serving you again!
Hannah
Pets & Friends
payment taken, no food delivered, no response from customer services
I have been ordering raw dog food from this company for many months on a subscriptions basis, and until this month everything has gone great, money taken and then the food delivered within 1 or 2 days. This month the payment was taken on Tuesday and still no delivery, I’ve tried calling customer services many times and no one answers. My dogs will be without food if the order doesn’t arrive today yet no one will contact me to let me know what’s going on. Great service has become awful service
July 26, 2024
Unprompted review
Reply from Pets & Friends
Hello.
I am very sorry to read your frustration.
Please can i encourage you reach our to our team at customerservices@petsandfriends.co.uk who will be on hand to help with your query.
Many Thanks,
Hannah
Abysmal customer service.
The item I ordered never arrived, having been delivered by Yodel to the wrong address.
I reported this to Pets & Friends and received an automated reply as it was out of hours. That was six days ago and I have had no contact at all from Pets & Friends since. The failed delivery was not their fault. The abysmal service since certainly is.
July 19, 2024
Unprompted review
Reply from Pets & Friends
I’m very sorry to hear about the issues you’ve experienced with your delivery and the lack of follow-up from our team.
It’s unacceptable that you have not received a timely response, and I understand how frustrating this must be. Please accept our sincerest apologies for the inconvenience this has caused.
I would like to personally address this matter and ensure that it is resolved promptly. Could you please provide me with your order number or any additional details so I can investigate further and arrange a resolution? Can i encourage you email me at hannah.sheppard@kennelpak.co.uk.
Thank you for your patience, and I appreciate your understanding. We are committed to improving our service and ensuring this situation is handled to your satisfaction.
Many Thanks,
Hannah
Pets & Friends Customer Service Manager.
Reply from Pets & Friends
Thank you for your kind words!
We’re delighted to hear that you’re pleased with both our service and pricing. Your satisfaction is very important to us, and we’re glad we could meet your expectations.
If you have any further needs or feedback, please feel free to reach out. We look forward to serving you again!
Thanks,
Hannah
Pets & Friends.
I have been waiting over a week for my…
I have been waiting over a week for my delivery, called no-one answers, emailed, no response. I had previously hadn't had any problems, but I cannot get any answers to what is going on
July 17, 2024
Unprompted review
Reply from Pets & Friends
We understand how frustrating this situation must be, especially given your previous positive experiences with us. Please accept our sincerest apologies for the inconvenience caused by the delayed delivery and lack of communication.
I would like to personally look into this matter and get it resolved for you as quickly as possible. Could you please provide me with your order number or any additional details so I can investigate further and ensure you receive a prompt update? Please email me at hannah.sheppard@kennelpak.co.uk.
Thank you for your patience, and we appreciate your understanding. We are committed to resolving this issue and improving our service.
Very pleased with the quick quick and reliable and…
Very pleased with the quick and efficient service. I ordered two small bags of cat food and because it was out of stock they sent me a big one which was more in weight but did not charge me any extra, thanks pets and friends
July 18, 2024
Reply from Pets & Friends
We’re delighted to hear that you’re pleased with our quick and efficient service. It’s great to know that we were able to provide you with a larger bag of cat food at no extra charge when the smaller bags were out of stock.
Your satisfaction is our priority, and we’re glad we could meet your needs effectively. If you have any further questions or need assistance, please don’t hesitate to reach out.
Thank you for choosing Pets & Friends!
Many Thanks,
Hannah
Pets & Friends.
Good stuffs and fast delivery!
July 18, 2024
Reply from Pets & Friends
Thank you for your positive feedback!
We’re thrilled to hear that you’re happy with our products and that the delivery was fast. Your satisfaction is our priority, and it’s great to know we met your expectations.
If you need any further assistance or have more feedback to share, please feel free to reach out. We look forward to serving you again!
Thanks,
Hannah
Pets & Friends.
The prices are great but when ordering…
The prices are great but when ordering for a delivery it's free when you spend a certain amount but if you buy a lot which ends up being bulk items then you charge for delivery! It's cheaper getting a taxi then ordering online, I'm only assuming the more you sell the better so cut out your silly delivery costs! And I agree free delivery but that should include bulky items otherwise it's pointless.
July 18, 2024
Reply from Pets & Friends
Thank you for taking the time to share your feedback.
We’re glad to hear you find our prices great, but we apologize for the inconvenience regarding our delivery charges on bulk items. We understand that delivery costs can be a concern, especially with larger orders.
Your feedback about including bulky items in our free delivery offer is valuable, and we will certainly consider it as we review our delivery policies. We aim to provide the best possible service and value for our customers, and your input helps us improve.
If you have any further questions or need assistance, please don’t hesitate to contact us. We appreciate your understanding and hope to have the opportunity to serve you better in the future.
Thanks,
Hannah
Pets & Friends.
Very professional transaction
Very professional transaction, delivery company excellent
July 18, 2024
Reply from Pets & Friends
Thank you for your great feedback!
We’re delighted to hear that you had a very professional transaction and that the delivery company provided excellent service. It’s wonderful to know that everything went smoothly for you.
If you have any further comments or need assistance in the future, please don’t hesitate to reach out. We look forward to serving you again!
Thanks,
Hannah
Pets & Friends.
Reply from Pets & Friends
Thank you for your fantastic review!
We’re thrilled to hear that you’re happy with the quality and price of our dog toys. Your satisfaction is important to us, and it’s wonderful to know that you’re pleased with both our store and our products.
If you have any further feedback or need assistance, please feel free to reach out. We look forward to serving you and your furry friends again soon!
Many Thanks,
Hannah
Pets & Friends.
Appalling / non existant customer care.
I don't know if the cpmpany have problems at the moment but their customer care is appalling at the moment. As a new customer we have been given a discount code to order online. One of the 8 items we wish to buy is not available at the moment and it says to contact customer service - fair enough. We have phoned many times today and no-one answers. We have left messages, completed an on line form, emailed directly, sent a facebook message - all to no avail. We have tried to order the remaining 7 items- it now seems all the items are unavailable! All the methods of making contact to try and solve the problem take you round in circles. Seems they do not have any Customer Care at all . Maybe they don't want to honour the discount they have offered?
July 22, 2024
Unprompted review
Reply from Pets & Friends
Hello Tim.
I am very sorry you have experienced issued trying to get through to the customer care team. We are unfortunately experiencing issues with our IT software, we are working to ensure this is fixed asap. In the meantime please can you reach out to me on hannah.sheppard@kennelpak.co.uk and i will answer your query.
Many Thanks,
Hannah
Pets & Friends.
Reply from Pets & Friends
Thank you for your positive review!
We’re delighted to hear that your delivery was prompt and that the item was well-packaged. We take great care in ensuring our products reach you in excellent condition and appreciate your feedback on this.
If you have any further needs or questions, please don’t hesitate to contact us. We look forward to serving you again soon!
Thanks,
Hannah
Pets & Friends.
Excellent service
Excellent service . Delivered with care and on time. Would certainly use again..excellent company thank-you
July 15, 2024
Reply from Pets & Friends
Thank you so much for your kind words!
We’re thrilled to hear that you had an excellent experience with our service. It’s wonderful to know that your delivery was handled with care and arrived on time. Your satisfaction is our top priority, and we’re delighted that we could meet your expectations.
We look forward to serving you again in the future. If you need any assistance or have further feedback, please don’t hesitate to reach out.
Thank you once again for your support!
Many Thanks,
Hannah
Pets & Friends.
I couldn’t access the yodel app to…
I couldn’t access the yodel app to rearrange delivery to a safe place when I was out.
July 16, 2024
Reply from Pets & Friends
Thank you for your feedback.
We’re sorry to hear that you had trouble accessing the Yodel app to rearrange your delivery to a safe place. We understand how important it is to have control over your delivery preferences, and we regret any inconvenience this may have caused.
If you encounter any issues with delivery in the future or need assistance, please feel free to contact us directly. We’re here to help and will do our best to ensure your delivery experience is as smooth as possible.
Thank you for your understanding, and we appreciate your patience.
Many Thanks
Hannah
Pets & Friends.
I subscribed to the puppy club online…
I subscribed to the puppy club online following a conversation with a member of staff at our local branch.
The downside to being offered the puppy pack, was that I had to travel to another branch to collect this, as my local branch wasn't an option when ordering.
June 8, 2024
Reply from Pets & Friends
Thank you for taking the time to share your feedback with us.
We’re glad to hear that you subscribed to our Puppy Club and appreciate your engagement with our staff. However, we apologise for the inconvenience of having to travel to another branch to collect your puppy pack. We understand how this could be frustrating.
We are always looking for ways to improve our services and your feedback will help us enhance our process. In the future, we will strive to make it easier for our customers to collect their packs from their preferred locations.
If you have any further concerns or need assistance, please don’t hesitate to reach out. We appreciate your understanding and hope to serve you better next time.
Many Thanks
Hannah
Pets & Friends.
Reply from Pets & Friends
Thank you for your wonderful review!
We are delighted to hear that you are pleased with our product, prompt despatch and delivery, and that you find our offerings to be good value for money. Your satisfaction is our top priority, and it’s great to know we met your expectations.
If you have any further feedback or need assistance in the future, please don't hesitate to reach out. We appreciate your support and look forward to serving you again soon.
Many Thanks,
Hannah
Pets & Friends.
Used this company before had a problem…
Used this company before had a problem with the delivery contacted the company about delivery no reply delivery was late will still use the company again parcel was not sealed properly
July 15, 2024
Reply from Pets & Friends
Thank you for sharing your feedback with us.
We are sorry to hear about the issues you experienced with your recent delivery. We apologise for the lack of response and for the delay in receiving your order. Additionally, we regret that your parcel was not sealed properly.
Please know that we take these concerns seriously and are committed to improving our service. We appreciate your continued trust in our company despite these challenges, and we will strive to ensure a better experience for you in the future.
If you have any further concerns or need assistance, please do not hesitate to reach out. We value your feedback and look forward to serving you better next time.
Many Thanks,
Hannah
Pets & Friends.
Easy to order what I need and swift…
Easy to order what I need and swift delivery
My multiple cat household appreciate the order too
June 27, 2024
Reply from Pets & Friends
Thank you for your fantastic review!
We are thrilled to hear that you found our ordering process easy and that your delivery was swift. It’s wonderful to know that your multiple cat household appreciates the order as well!
Your satisfaction is important to us, and we’re glad we could meet your expectations. If you have any further feedback or need assistance, please feel free to reach out. We look forward to serving you and your Cats again soon.
Everything went smoothly very fast…
Everything went smoothly very fast delivery very happy thank you very much
July 4, 2024
Reply from Pets & Friends
Thank you for your wonderful review!
We are delighted to hear that everything went smoothly with your order and that you were pleased with the fast delivery. Your satisfaction is our top priority, and it’s great to know that we were able to meet your expectations.
If you have any further feedback or need assistance in the future, please don't hesitate to reach out. We appreciate your support and look forward to serving you again soon.
Thank you very much!
Reply from Pets & Friends
Thank you for taking the time to leave us your feedback.
Pleased to read you received the care we strive to provide.
Many Thanks,
Hannah
Pets & Friends.
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