If I could give a minus I would. I took my difficult dog here for a groom having been told by the manager that the groomer there is the best. Long story short they treated my dog in such a bad way th... See more
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See what reviewers are saying
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
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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See how their reviews and ratings are sourced, scored, and moderated.
Arrived on time and GSD loves it
June 10, 2024
Reply from Pets & Friends
Hello Maggie,
Thank you for taking the time to leave us your 5* review.
Hannah
Pets & Friends.
Quick Service and Good Value
Good price and arrived next day. What more could you ask for?
June 20, 2024
Reply from Pets & Friends
Hello.
Thank you for taking the time to leave us your 5* review.
Hannah
Pets & Friends.
Prices are so good and consistently…
Prices are so good and consistently competitive which is appreciated
Easy to use website
Updates and tracking of order spot on
June 19, 2024
Reply from Pets & Friends
Hello Angie.
Thank you for taking the time to leave us your 5* review.
We look forward to fulfilling our next order.
Many Thanks,
Hannah
Pets & Friends.
Easy to order and speedy delivery
Easy to order and speedy delivery, will be ordering again 👍
June 19, 2024
Reply from Pets & Friends
Hello.
Thank you for leaving us your 5* review.
We look forward to receiving your next order.
Many Thanks,
Hannah
Pets & Friends.
Reply from Pets & Friends
Hello Peter.
Thank you for leaving us your 5* review.
Please reach out to the customer care team or any further issues you may have!
Many Thanks,
Hannah
Pets & Friends.
Reply from Pets & Friends
Hello Alex,
Thank you for taking the time to leave us your 5* review.
Hannah
Pets & Friends.
Reply from Pets & Friends
Hello Bernard,
Pleased to read your 5* review, thank you for taking the time to leave us your feedback!
Hannah
Pets & Friends
Reply from Pets & Friends
Hello Pamela.
Thank you for leaving us your 5* review.
Please reach out to the customer care team should you need any further help!
Many Thanks,
Hannah
Pets & Friends.
Reply from Pets & Friends
Hello,
Thank you for your brilliant 5* review.
Hannah
Pets & Friends.
Easy purchasing process. Good price. Well packaged without excess waste.
Easy pirchasing
June 18, 2024
Reply from Pets & Friends
Hello Elaine,
Thanks Elaine for your 5* review.
Hannah
Pets & Friends.
False advertising
False advertising there was a big bag of food on the picture but sent me a tiny little bag which is not good as I was expecting what you advertised
June 17, 2024
Reply from Pets & Friends
Hello Adam.
Thank you for leaving us your feedback.
I can see that you ordered a Tiny Paws free welcome bundle, this bundle contains samples as advertised on the website. I am sorry you were disappointed with what you received, the free bundle is regularly reviewed to ensure our customers receive a great puppy starter pack along with your vouchers to spend online or instore.
Many Thanks,
Hannah
Pets & Friends
Reply from Pets & Friends
Hello Pauline.
Thanks for leaving us your 5* review.
Hannah
Pets & Friends.
Only ordered one item and the wrong…
Only ordered one item and the wrong thing was sent.
June 17, 2024
Reply from Pets & Friends
Hello,
Thank you for leaving us your review.
I again am sorry you received the incorrect product on your order, i can see that your resend arrived next day as discussed. This is not the feedback we would expect with our deliveries.
Many Thanks,
Hannah
Pets & Friends.
Highly recommend:)
Great prices and love the repeat order option (saves me forgetting!). Had a split chub, emailed company and sorted quickly. Will continue to use them going forward :)
June 17, 2024
Reply from Pets & Friends
Hello,
Thanks for your 5* review.
Again, i am very sorry that you encountered this issue on your recent order, glad we could get this sorted for you quickly though. Please do reach out to the team with any further help.
Many Thanks,
Hannah
Pets & Friends.
Excellent experience very happy with pets & friends
I went to one of the shops because I had a dog that was losing weight and all the current foods I was trying were just not good enough. I spoke to one of the staff who was very helpful she pointed out a few different items but highly recommended one. My dog is doing so well on the collards. He has gained weight and looks really healthy again. I am so greatful & happy to recommend the stores and online. Staff are very helpful and the pet food is fantastic
June 4, 2024
Reply from Pets & Friends
Hello,
Thank you for reviewing your experience with Pets & Friends, We appreciate your 5* review,
Hannah
Customer Service Manager.
Non-existent Customer Service
Placed an order for 2 items on 26 May. According to the website the items would be dispatched the next working day (28th) and I would receive them a few days later. Didn't receive and had no communication so sent an email to find out what was happening. Got a response to say the items had been out of stock but were expected in that day and would be sent out next day delivery. After a week they still hadn't arrived but my
sister who had ordered the same item after me had received her order. I sent further emails and tried to call (and left messages) but no response. I eventually logged a case with Paypal for a refund and received a call 5 minutes later. That seems to be what finally triggered a return phone call. I got a refund as the item was still out of stock (20 June)
and was told that they would investigate why service was so poor and call me back that afternoon. Needless to say, I received no call! I absolutely would not recommend this company however my sister might as they did actually communicate with her about delays and then send her her order!!!
Edited to reply to response below.
You did tell me most of what is listed below but you also said you would phone back that afternoon after investigating why I did not receive stock emails but did receive marketing emails and also why my sister received her order despite ordering after me. I can see that you have now stated that is due to me having ordered 2 and her only ordering 1. I can also see on other 1 star reviews that you have received that you usually sent out part orders or phone the customer and give them options. You did neither of these things with me so why was I treated differently to other customers? There is also still no explanation for the severe lack of contact despite me emailing and calling and leaving messages. All your response has done is confirm just how bad your customer service is!
June 20, 2024
Unprompted review
Reply from Pets & Friends
Hello,
Thank you for taking the time to leave us your feedback.
I am sorry you feel you had a negative experience with us, this is not the service we strive to provide.
As i explained on the phone you should have received emails from our system telling you we had stock issues. The reason your sister received the item was because she only ordered one and due to you ordering multiple you disappointingly fell into stock issues.
I gave you the choice on the phone and appreciated you had already waited too long for the stock to arrive from our supplier i refunded you in full. I have spoken with the product department to ensure we can fulfil all orders in a timely manner.
Although your experience fell short on this occasion please do rest assured we do not have this issue regularly and again i am sorry you received the experience you had.
Many Thanks,
Hannah
Pets & Friends.
Bizarre and useless company.
Bizarre and useless company.
I placed an order on 14.06.24.
On 18.06.24 I received the generic request to give feedback.
On 19.06.24 I emailed to ask when my order will be shipped. There was just a generic response received with the customer service operating hours and telephone number.
This morning - 20.06.24 - I awoke to an email informing me that my entire order has been refunded.
I emailed straight away to ask why as I’ve had no other information from them, but have had no reply.
I also tried calling them and the automated voice kept advising me to hold as ‘my call is important’. Yet after 5 minutes of this, the next automated voice advised that they’re too busy to take my call! I left a voicemail message but wonder if they’ll ever get back to me.
June 13, 2024
Reply from Pets & Friends
Good Morning.
I am sorry to read your experience with us has feel short of expectation. On checking your account i have just emailed you explaining that the carrier has deemed your parcel `lost` in their network. The team tried to contact you by phone but unfortunately could not get through.
Our phonelines have been busy and i have been working to ensure all calls are called back in a timely manner please note we are not a huge call centre.
Many Thanks,
Hannah
Pets & Friends.
Reply from Pets & Friends
Hello Gale,
Thank you for leaving us your 5* review.
Many Thanks,
Hannah
Pets & Friends.
Package was bashed and the dog food in…
Package was bashed and the dog food in tins were mainly dented with one item split open
June 13, 2024
Reply from Pets & Friends
Hello Melissa.
Please reach out to me on 0115 9399077 option 1 as i would like to compensate you for the damaged delivery you received.
Many Thanks,
Hannah
Pets & Friends.
Poochie food
Easy to order, ive gone for the subscription so it gets delivered every 8 weeks & free p&p also cheaper online than in the shops.
June 14, 2024
Reply from Pets & Friends
Hello Jacqueline,
Thank you for leaving us your 5* review.
Pleased to read you benefit from our repeat and save subscription service.
Many Thanks,
Hannah
Pets & Friends
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