Tails.com Reviews

Name: Tails.com
Rating: 4.63

4.6 Rating 1,363 Reviews

92 %

of reviewers recommend Tails.com

Company Reviews

Metrics

Info

4.6

Based on 1,363 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	96%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5

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Phone:

0203 322 4448

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Tails.com 1 star review on 6th October 2021

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Misleading when asked about what is required for next delivery. Ordered only wet food, which was sent- was then billed for a delivery of a full order of dry/wet/treats etc and have been told that THIS is my next order. Refund refused so we have cancelled our subscription.”

Helpful Report

Posted 2 years ago

Hi Wendy, I'm sorry to hear you're disappointed with our service. We always want you to be aware and in control of your upcoming deliveries. While finalising your wet food only order, we offered to delay your next full order, which was due shortly - but you requested for the full order to be sent as usual - which is why you've been charged again. We're always here to help, and as we've been discussing this via email, I'll drop you a further message there, and I hope to hear from you soon. Thanks from Becca at tails.com

Posted 2 years ago

“I have tried in 2 occasions to make contact by phone to make a change to this months delivery, to be on hold for 30 mins and then to be cut off after hearing that the office is now closed at 10.30 in the morning. Eventually managed to make the change on the dashboard, I only hope the delivery is correct when it arrives.”

Helpful Report

Posted 2 years ago

We're sorry to hear you've been struggling to get through to us. We're experiencing high levels of contact at the moment but we'll always get back to you or answer your call as soon as we can. I'd be more than happy to check your order to make sure everything is right. I've popped you a message now so I can get a little more information. Esme from tails.com

Posted 2 years ago

“Added my feedback to trust pilot. Delivery 7 to 9th Now get an email won't be here till 10th. We live in the country and will now have a 22 mile round trip to get an alternative and who knows if it even arrives on the 10th”

Helpful Report

Posted 2 years ago

Hi Karen, Thank you for taking the time to leave us a review; I'm sorry Tilly and Rusty's order has been affected by the current delays. We never want you to be without food, so we want to assure you that our team and courier are working on this as we speak to have these orders sent out as a priority. Thanks from Becca at tails.com

Posted 2 years ago

“started my pug on tails bespoke dry food for a month.he was massively thirsty drinking way more water than usual(im assuming way too much salt in the kibble). after month he was peeing blood in his urine (assume kidney issues due to salt content) took him to vet, reverted back to previous diet and no blood. got lured in by promo offer , but will not be using again. r”

Helpful Report

Posted 2 years ago

Hi Richard, We're really sorry to hear about these issues; I hope your dog's okay! Starting a new food can mean that your dog's introduced to some ingredients he hasn't had before, or doesn't get on so well with. That being said, we wouldn't expect to see a reaction like this. We do have an in house Nutrition Team available, and they'd be more than happy to look at making some changes to your dog's recipe to see if we can find something that suits him a little better. We'd really love the chance to look into what may have happened here and hopefully find something that'll work better for your dog. If this is something you'd be interested in, you can either drop us an email (hello@tails.com), a Facebook message or give us a call on 020 3322 4448; our phone lines are open Monday - Friday, from 9am - 5pm. Esme from tails.com

Posted 2 years ago

“Ordered for the first time for my two Labradors,Was told delivery would be between Monday the 4th Oct to the 6th Oct. It hasn't even been dispatched yet according to Yodel tracking. Not good if you want new customers and you can refund what I have paid and keep the food I will go somewhere else who will deliver when they say they will.”

Helpful Report

Posted 2 years ago

Thanks for taking the time to leave us this review, Lisa. We're so sorry to hear you haven't received your first order for your two labradors yet. With delivery (and the food arriving when it should) being such a large part of what we offer, we really want to make sure it goes as smoothly for you as possible. As this hasn't been the case on this occasion, I'd really like to look into this right away to make sure your dogs aren't without their tasty tails.com food. I've dropped you a message now so we can get a little more information from you and hopefully get to the bottom of what's happened here. I look forward to hearing from you, Esme from tails.com

Posted 2 years ago

“They have not delivered my dog food and trying to get any help or response is liteally making me pull my hair out. emails go unanswered and no one to man the phones. poor poor poor.”

Helpful Report

Posted 2 years ago

We're really sorry to hear you haven't received your dog's food, this is the last thing we'd want to happen and I'd really like to get to the bottom of this for the both of you. Although our phone lines are currently closed due to us being low on team members, we still want to provide good quality service to each of our customers. To make sure you don’t experience long wait times on the phone, we are currently providing an email only service. That being said, I'd really like to help with this via email, so I've dropped you a message now so we can get a little more information and hopefully get everything sorted. Esme from tails.com

Posted 2 years ago

“I have been a customer for over ten years and noticed changes in the products But will leave that for another day I ordered my dog food last week was told it would arrive Friday 13 2021 Yodel have not delivered well to the correct address I have since contacted both tails and yodel promised call Backs to investigate where it has gone I’m still waiting patiently Not happy As I have had to feed my dog out with her regular food”

Helpful Report

Posted 2 years ago

Thank you for taking the time to leave a review Paul. As dog owners ourselves, we completely understand how important it is to receive their food on time so we're sorry to hear you've had to change your dog's diet between orders. We're currently experiencing a high level of contact with limited staff so we're working hard to get back to everyone as quickly as possible. I've sent you a message now to help get this resolved and I hope to hear from you soon. Matthew from tails.com.

Posted 2 years ago

“It is IMPOSSIBLE to resolve any problem on the website and they have no customer service to resolve issues, I’m still waiting for my first order that should have been delivered last Friday, but I can’t speak to anyone and I’m still waiting for a call back and email from them that I sent 4 days ago”

Helpful Report

Posted 2 years ago

Thank you for taking the time to leave a review Dawn, I'm sorry to hear that your first order hasn't arrived with you yet and that you've had trouble getting in contact with us. Our phone lines are currently closed due to us being low on team members. We want to provide good quality service to each of our customers, and so to make sure you don’t experience long wait times on the phone, we are currently providing an email and callback service. I've dropped you a message now so we can get to the bottom of what's happened here and get everything sorted. I look forward to hearing from you, Matthew from tails.com

Posted 2 years ago

“Right now, my rating has to be 1. I signed up with the expectation I would be able to discuss my dog's blend with these nutritionists they tout, but my dog moved from young puppy kibble blend to a new blend, and coincidentally started vomiting up her food the very day we switched to the new blend. I have tried to reach Tails.com by phone... but their lines are closed. I tried via their website contact request... and no one has answered me after multiple days. I tried via Twitter DM... but they have a pinned post saying their DMs are not being monitored. So I have a month's worth of food I'm afraid to feed my dog because I fear she is sensitive to some ingredient in it... and absolutely no one at Tails.com will talk to me?”

Helpful Report

Posted 2 years ago

We're sorry that you haven't been able to get in touch with us. Our phonelines are temporarily closed due to us being low on team members. We want to provide good quality service to each of our customers, and so to make sure you don’t experience long wait times on the phone, we are currently providing an email and callback service - you can also reach us on Facebook messenger. We’ll make small adjustments over time so you’ll never need to reintroduce a totally new food again - we're sorry to hear your dog's been unwell on her food, we hope she's feeling better! These small changes are a big part of how tailored nutrition works, you can read all about it on our blog: https://tails.com/blog/2021/02/22/how-it-works-blend-evolution/. While your dog's growing, we’ll make small changes a little more frequently so we keep up with her dietary needs. The switch from puppy to junior food will be gradual and gentle on her digestive system. I've gone ahead and dropped you a message so we can take a look at your dog's recipe and possibly get our Nutrition Team to have a look as well. I look forward to hearing back from you. Esme from tails.com

Posted 2 years ago

“Unreliable. Delivery was late so I had to purchase alternative food for my dog. 2 weeks after the delivery date I've finally had someone say that it "went missing" and told me they wouldn't cover the cost of the food I had to buy as a replacement. AVOID AVOID AVOID. Can't even add a photo as there's nothing to take a photo of.”

Helpful Report

Posted 2 years ago

Hi Matt, We’re really sorry to hear your delivery was late in arriving, this really isn’t the experience we want you to have and would like to help by looking into whats happened. As a dog owner myself I really understand how important it is for your dog's food to arrive on time. I’ve popped you a message to ask for some more details so we can help look into this for you. I hope to hear back from you soon. Stacey from Tails.com

Posted 2 years ago

“Nutrition wasn't good enough. The courier they use is useless.”

Helpful Report

Posted 2 years ago

We’re really sorry to see your 1-star review, we’d love to try and help you and your dog! We base our recipes and feeding plans around the information provided but we also know every dog is an individual and some dogs do need some extra support in order to get the balance right and that's where our Nutrition Team can help. I’ve sent you a message to ask for some more details so we can help you further and also look into the delivery issues you’ve had. I hope to hear back from you soon. Stacey from Tails.com

Posted 2 years ago

“Just couldn't get Louis to enjoy it . We started with a mix of wet and dry and he didnt get on with that . So tried just dry food and kept getting stomach issues and he never was really interested in his food. Moved to another brand and he seems much happier and finishes his bowl.”

Helpful Report

Posted 2 years ago

We're really sorry to hear Louis didn't enjoy his tails.com food, Gary - it's uncommon for dogs to take a bit of time to get used to new flavours so it may just be that he needed a little more time! We have some great tips and advice for introducing new food from our Head Vet Sean in this blog post: https://tails.com/blog/2019/09/18/a-guide-to-changing-dog-food If these tips don't do the trick, we can look at creating a unique recipe using the same nutrients but with different flavours that Louis might prefer. We also have an in-house Nutrition Team available, and they'd be more than happy to look at making some changes to Louis' recipe to see if we can find something that suits his tummy better. Either give us a shout via email (hello@tails.com) or Facebook message if this is something you'd be interested in and we'll be happy to help. Esme from tais.com

Posted 2 years ago

“Great service and always arrived on time and most importantly dogs love it.”

Helpful Report

Posted 2 years ago

“The wet food stinks it smells cheap and even the dry food causes really bad diarrhoea for my dog. Avoid it at all costs, made up of very cheap ingredients and now that it is owned by Nestle, say no more, all down hill!”

Helpful Report

Posted 3 years ago

“The reason I have only given 1 star isn’t because of price or delivery. The food made our dog really poorly with stomach cramps and sickens, we had to take him to the vets! I also found out that you are not an independent company you are in partnership with Purina which is a rally awful pet food manufacturer.”

Helpful Report

Posted 3 years ago

I'm really sorry to hear your dog has been unwell, we hope he's feeling a little better now. We'd really like to take a look at your dog's recipe to find something a little better suited to your dog's tummy - our brilliant Nutrition Team are always on hand to help with this as well. tails.com is a stand-alone business in which Purina is a majority stake investor. We're run by our own management team and our specific range of kibbles - as well as the manufacturing innovation we use to create each dog's specific blend - has been developed by us. If you'd like us to take a look at your dog's recipe and see what we can do, either drop us an email (hello@tails.com) or Facebook message and we'll be happy to help. Esme from tails.com

Posted 3 years ago

“Terrible customer service food ran out and still waiting on replacement food 5 days later!!! Terrible customer service. As a loyal customer of tails - the delivered amount ran out 1 full week before and I had to buy another brand of dog food because tails couldn’t send product to me express. In fact I ran out of Friday, called them a Friday morning, it’s now Tuesday and after 4 phone calls to tails - I still have not received the food I paid for for my dog. Also he has to be put under for surgery at the vet on Thursday this week and has now had an upset stomach and runny poo with a change of food! When Tails go’s wrong they have no urgency or solutions in place to fix the problem. The poor customer service staff have no power or ability to help the situation because Tails don’t have any options in place - considering the factory is only at Heathrow it is not difficult to arrange a courier or collection which I would have paid for at my own cost! Literally hands are tied with this company with no recourse!”

Helpful Report

Posted 3 years ago

Hi Mike, I'm sorry to hear your dog's unwell and hope he's starting to feel better now. We don't currently offer same day delivery or next day delivery over the weekend. We're constantly working on improving our service and your feedback helps us understand ways we can get better - thank you for taking the time to do this. Your dog's food should last 31 days and we’d never want you to run out early. I want to make sure that the portions we recommend and send matches what you’re feeding. If not, we can always change this. You’ve also got total control over your deliveries. If you do ever need a delivery early, you can move this forward from your tails.com account. My colleague left a voicemail to get everything sorted for you moving forwards. Let me know if there's a better time to call, or email us at hello@tails.com and we'll be happy to help. Wishing your dog a speedy recovery from his op and hope to hear from you soon, Krissie at tails.com

Posted 3 years ago

“Not what it appears to be. Do your research before letting the slick marketing operation behind the £ multi-million business that's tails.com get its teeth into you, with its relentless personalized emails (WAY too many) persuading you to subscribe. That's the crux of it of course, it's a basic dog food by subscription. 'Better ingredients mean tastier food' it states proudly on its 'Our Ingredients' page, then goes on to tell you precisely NOTHING about the ingredients. Vague references to Salmon and Chicken, with zero detail about where these ingredients are sourced from, what the quality criteria are, what the % balance is. Then there are the grains, which you'll note all the BIG pet food companies pointing out are fine to have in your dog's food. Of course they are, dogs will eat anything on the whole. Grain keeps costs down and profits UP. So you'll note all the usual suspects producing handy web pages about why grains are good. All the time skirting over what actual parts of dead animals you're feeding your dogs. Anyway, don't take my word for it. Speak to your pet shop, most are incredibly well-informed about the foods they have in stock and can recommend what's right for you. Alternatively do your research online and you'll soon discover it's a marketing-lead minefield, apart from those companies that absolutely do produce food for your dog with full transparency about where the ingredients come from and only using fit for human consumption ingredients. Is Tails.com one of these? No, it is not. Now stop the relentless emails please. TWO A DAY is too many. Note: This review removed by tails.com within 24 hours of it being posted on that other review site, you know, the one you definitely CANNOT Tust. Screenshot attached with the dog name removed just add your own dog's name to get the relentless marketing experience.”

Helpful Report

Posted 3 years ago

I’m sorry to hear you didn‘t want to receive emails from us. We ask you to opt-in or out of these when you sign up with us, and you can update your preference any time from your online account, or drop us a message and we’re always happy to help with this. Our recipes are tailored to each individual dog, and so we don’t have a one-size-fits-all list of ingredients on our website. However you can view the ingredients in your dog’s own unique recipe when you sign up with this, from your logged in account and printed on your dog’s menu card every month. We choose different cuts of human-grade meat and offal to go into our unique dry food recipes and slow-cooked wet food. Whilst some of our recipes do contain grains, if these don’t suit your dog or you prefer not to feed them, that’s no problem. You can exclude grain (along with other ingredients) from your dog’s recipe when you sign up with us, or update this any time from your online account. We’re really proud of our ingredients and we’re happy to talk about these with you any time. If you have any questions, or need a hand updating your dog’s unique recipe you can drop us an email to hello@tails.com or send us a Facebook message.

Posted 3 years ago

“Beware! I thought i would try my Portuguese water dog on this food as she was getting fussy with the shop brands. Even though i only payed half price with the introductory offer i still wish i had got a sample first. When the Tails food arrived i followed the advise of only putting a quater of Tails food to three quaters of the old food, makes sense i thought, but within less than a hour of feeding she brought it all back up again. This was on the Friday afternoon, she was sick for 48 hours and could not even keep water down. She also developed a bright red rash on her belly and legs. As it was now the weekend our Vets was closed but we came very close to needing a emergency appointment but after advise to see if she was still sick by monday i waited, and on monday morning she was able to keep down water and a little of her old food. Tilly has not got a sensative stomach and normally has no problem with changing brands. so i would strongly suggest that if you are going to try Tails food get a sample first. i now have 9kg of food to go in the bin. i am afraid to pass it on to someone else in case it make another dog ill.”

Helpful Report

Posted 3 years ago

Hi there, I’m really sorry to hear that Tilly has been unwell. I hope that she’s feeling better now. This isn’t something we’d expect at all. It’d be great to find out more from you and help get to the bottom of what’s gone on here. It’s possible she has an intolerance to an ingredient in her recipe which is something we may be able to help with. We have a brilliant in-house Nutrition Team who are always on hand to provide extra support for skin and digestive issues, and many other health conditions. I’ve reached out to you now and hope to hear from you soon. Becky from tails.com

Posted 3 years ago

“Unfortunately tails only caters for dogs that are not fussy eaters and will eat biscuits. They only provide wet food as a bit on the side, which doesn’t help when you have a dog that only eats wet food. Even through they supply wet food this can’t be ordered on its own without biscuits.”

Helpful Report

Posted 3 years ago

Our wet food is designed to complement our tasty dry recipes so we don't offer wet food only feeding plans on an ongoing basis. Our dry food recipes are our main products and the tailored aspect of our food, and currently this can't be removed from your ongoing orders -although it's something we'd like to offer in future. I'm sorry that this means we're not the right choice for you and your dog, but wish you all the best in finding a food that they love. Graihagh from tails.com

Posted 3 years ago

“I don't usually write reviews but feel compelled to do so following our experience of using Tails dog food. The first two bags we had appeared okay but after a couple of meals of the third bag our dog was taken seriously ill with diarrhoea and vomiting. We initially thought he must have picked something up whilst on a walk so after three weeks of treatment on special diet and antibiotics from the vet we started on the tails food again. This time our dog started having diarrhoea after about 3 days on the Tails diet so we went back to the vet who started the same treatment again which lasted for about 4 weeks this time before we put him back on the food he was on prior to the Tails food. I have been in touch with Tails and at first they appeared to be taking it seriously and asked me to keep some of the food as they would want to test it to see if it was contaminated. However, they never followed this up and after waiting three weeks since my last email to them I have decided to write this review in case anyone else has had unexpected illnesses with their pet. This has been a very distressing and costly process, but luckily our dog has now recovered and is back on the food he was having prior to me falling for the Tails marketing of having bespoke food for your pet. I'm hoping Tails will now take this seriously and have the food tested and warn other dog owners of potential problems with their food.”

Helpful Report

Posted 3 years ago

Hi Colin, I'm so sorry to hear Dougal didn't get on with his food and has been unwell - I hope he's doing much better now. This delay in getting back to you definitely isn't the experience we'd like you to have - thank you for reaching out again. I'd like to get to the bottom of this and make things right for you and your dog. I've reached out in an email so we can resolve this together. Kirstie from tails.com

Posted 3 years ago

Tails.com is rated 4.6 based on 1,363 reviews