Tails.com Reviews 46,542

Reply from Tails.com

5 days ago

I'm sorry to hear you were disappointed with your experience.

Our kibble is the tailored part of the Tails.com subscription, which is why we don't currently offer wet food only subscriptions. Our wet food has been designed to complement our tailored kibble blends as part of a meal plan.

If you've built up more dry food than you need at home but would still like to receive wet food, you can place one off wet food only orders through your dashboard while keeping your subscription active. This can be a helpful way to catch up on any excess kibble before your next subscription order.

If you'd prefer to purchase wet food and treats without an ongoing subscription, you can do so through our separate shop here (https://shop.tails.com/shop/). You can also cancel your subscription from your account page if you no longer wish to receive tailored kibble deliveries.

I'm also sorry to hear you felt let down by our customer service. We always want to make managing your account as easy as possible, and your feedback has been shared with the team as we continue to improve.

If you'd like any help reviewing your options, our Customer Experience Team would be happy to assist.

Take care,

Reply from Tails.com

5 days ago

I'm sorry to hear that you've had a disappointing experience.

Once a subscription has been cancelled, our system will not be able to process a new order or take payment after the cancellation has taken effect. It may be that the payment was processed before the subscription was cancelled, but I'd like to investigate this further for you to understand exactly what has happened.

I'm also sorry to hear that you feel our customer service has let you down. We aim to respond to all enquiries within 1–2 working days, although response times can occasionally be longer during particularly busy periods.

I'm keen to look into this in more detail and see how we can support you further. I've requested your details via Trustpilot and will follow up with you directly by email.

Speak soon
Ellie at Tails.com

Reply from Tails.com

Jun 19, 2026

I'm sorry to hear you're disappointed that you can't cancel the dry food from your subscription. 

As the kibble is the tailored part of our subscription, it can't be removed or cancelled from your orders.

However, we do have a process that allows you to place manual wet food only orders through your dashboard while you catch up on any dry food you already have at home. This can be done on your dashboard using the 'order wet food button'.  

I appreciate this isn't as straightforward as being able to pause just the dry food, and I've shared your feedback with the team as we're always looking at ways to make managing subscriptions easier.

If you'd like some help finding the best option for your dog's eating habits, please get in touch with our Customer Experience Team through the Help Centre. We'd be happy to review your account and help adjust your meal plan and deliveries so everything works as smoothly as possible.

Take care,
Dylan at Tails.com

Reply from Tails.com

Jun 19, 2026

I’m really sorry to hear that Max’s box hasn’t arrived and that you’ve been left without his tailored kibble. We know how important it is to have your dog's food arrive when expected, especially when they're running low.

The last thing we'd want is for you to have to buy an alternative while waiting for your delivery. Sudden changes in diet aren't ideal and that's certainly not the experience we want for you or Max.

I'm also sorry to hear you've struggled to get a response from us. Our Customer Experience Team aims to respond within 1-2 working days during our open hours. 

I'd like to take a closer look at what's happened with your order and get this resolved and help prevent something like this from happening again. I've sent you a private message via Trustpilot so I can locate your account and investigate the delay further.
Speak soon,

Dylan at Tails.com

Reply from Tails.com

Jun 19, 2026

I'm really sorry to hear about your experience and that you've ended up receiving more food than you were expecting.

I can see that you were looking to pause the dry food for a month. When placing a wet food only order through the dashboard, there's also an option to delay your upcoming subscription order, including the tailored kibble. As this option wasn't selected, the subscription order was still prepared and sent alongside the manual wet food order, which is why you've received both.

I completely understand that this process could be simpler. We're currently working on making subscription management more flexible and easier for our customers, although I don't have a timeframe to share just yet. Your feedback is incredibly valuable, and I've made sure it's been passed on to the relevant team as it's comments like yours that help drive improvements.

If you get in touch with our Customer Experience Team through the Help Centre, we'd be happy to review your account with you and help adjust the amount of food you're receiving so everything runs more smoothly going forward, without the need for manual orders.

I'm sorry again for the frustration this has caused and appreciate you taking the time to share your feedback.

Take care,

Reply from Tails.com

Jun 19, 2026

Thank you for taking the time to share your experience. I'm really sorry to hear that your recent delivery arrived with damaged wet food trays, especially when you were relying on the order before going away.

I can completely understand how inconvenient this was. The last thing we'd want is for you to be left worrying about whether you have enough food for your dogs, particularly when you're preparing to travel.

I'm sorry that several trays arrived in that condition and that the replacement wasn't able to reach you before you left.

I'm also sorry to hear that you've continued to experience split kibble bags. We're currently trialling new kibble bag materials, and your feedback has been shared with the Quality Team at our factory as they continue working with our suppliers to provide a bag that's sturdy enough to withstand transit.

If any items arrive damaged, we're always happy to help and replace them, just as we did with the wet food. If you ever need support, please get in touch with our Customer Experience Team through our Help Centre and we'll do our best to get things resolved as quickly as possible.

Thank you again for bringing this to our attention. Feedback like yours helps us improve both our packaging and delivery experience.

Take care,

D

Reply from Tails.com

Jun 19, 2026

I'm sorry to hear you've ended up with more kibble than you need at home and haven't been able to manage your subscription in the way you'd hoped.

When we create a personalised meal plan, we use all the information on your dog's profile to calculate their recommended portions and the amount of tailored kibble we send.
As the dry food is the tailored part of our service, it can't be removed from an active subscription, and the smallest amount we can send is 1kg per delivery.

To help you use up the kibble you already have, you can place wet food only orders through your dashboard instead of receiving your usual subscription order. This is a manual order that can be placed as needed each month until you've caught up.

I can see my colleague has already sent you instructions on how to do this. If you'd like any help managing your deliveries or working out the best option while you use up your food at home, please let us know and we'd be happy to help.

Take care,