Tails.com Reviews

Name: Tails.com
Address: 23 Sheen Road, London, United Kingdom
Rating: 4.63

4.6 Rating 1,369 Reviews

92 %

of reviewers recommend Tails.com

Company Reviews

Metrics

Info

4.6

Based on 1,369 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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Tails.com 1 star review on 6th October 2021

Anonymous

Anonymous // 01/01/2019

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

“The service cannot be faulted. Price has crept up, so bit more than what I wanted to pay.”

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Posted 1 year ago

Hi there, It's great to hear you and Oscar love the tails.com service! Each recipe we create is unique to the dog it's made for, and so is the price you pay. We can tailor multiple combinations of our custom kibbles to Oscar's nutritional needs, which may work out at a slightly lower price. I'll pop you an email now so we can look into this together; I hope to hear from you. Thanks, Becca at tails.com

Posted 1 year ago

“Excellent home delivery service. Good food, plenty of choice of flavours of wet food. No more upset tummy. Always an empty dish”

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Posted 1 year ago

“My dog lives the near but I worry portions are too small, she is hit and miss with the biscuits. She gets all her nutrients and it’s easy as delivered to the door. I really really dislike the fact that if you are sent a freebie you then have to delete it from your order else you end up paying for it next time!!!!”

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Posted 1 year ago

Hi there, It's lovely to hear how much you're enjoying the tails.com service, and Tigerlily's getting everything she needs to be a happy and healthy pup! Although I'm sorry to hear you're disappointed with how free items are added to Tigerlily's ongoing orders. As our system is subscription based, the only way we can send free items is to add them to your next order and discount your first pack(s). However, you're always in control, and we let you know how to remove them if you no longer wish to receive (and pay) for them; plus, we email you a breakdown of your order a few days before preparing it for delivery. We base Tigerlily's personalised feeding plan on the details provided in her profile, but at tails.com, we understand each dog is unique, and we celebrate this. We can adjust the feeding plan with you so Tigerlily gets the right amount of tails.com food for her. We also have multiple kibble combinations we can tailor to Tigerlily's nutritional needs, using different flavours she may prefer. I'd like us to take a look at Tigerlily's feeding plan and explore her flavour options together so that she can get the most out of tailored nutrition - delivered straight to your door. I'll drop you an email directly, and I hope to hear from you. Thanks, Becca at tails.com

Posted 1 year ago

“Daisy not too keen on kibbles tried mixing with wet food and gravy no interest. The only way she will eat is when I put them in toys that distribute them”

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Posted 1 year ago

We're sorry to hear Daisy isn't too keen on her current recipe, Sandra and that our tips and tricks haven't worked as you'd hoped. We have thousands of different possible recipe combinations so if she's not too keen on her current recipe, we could look at switching some flavours around to hopefully find one she'll much prefer. I've dropped you a direct email now so we can hopefully find a recipe Daisy will love - I look forward to hearing from you. Thanks, Esme at tails.com

Posted 1 year ago

“I don't have to worry about anything, once set up the whole process takes care of its self. I use it for food and flea and worm treatment, would definitley recommend.”

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Posted 1 year ago

“Customer service is good, delivery is prompt, the only criticism I have is the size of the bags of kibble, I have chosen to give my old dog more wet food and less kibble as I have now got the balance right and his digestion has improved, he was a rescue and heaven knows what he had been fed before as his teeth were in a dreadful state and his breath could strip paint! He has a whole tray of wet food and 150 grms kibble per day divided into 2 meals so I have about 3months kibble to one month of wet food and it is just too much, I have to keep pushing back my full order and just order wet food for a period of about 3 months. I admit it is not the prescribed diet proposed by Tails but it suits my dog well and the food is good.”

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Posted 1 year ago

Hi there, It's great to hear you've found a balance between the wet and dry food that works for Wriggles! We celebrate each dog's uniqueness at tails.com, and although we offer a feeding suggestion, you know him best, and we'll be more than happy to follow your lead. I'd like to adjust how much we send of Wriggles' tailored dry food recipe, so I'm going to get in touch with you via email. I hope to hear from you. Thanks, Becca at tails.com

Posted 1 year ago

“Our dog enjoys the Tails food so much more than his old pouches - more variety and more appetising. The only niggles I have are that the website is usually slow to use and the food comes in so much cardboard - surely these can be fixed please Tails! :-)”

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Posted 1 year ago

“We followed the instructions for weaning Pebbles off her previous food to Tails. She was wary and I thought it wasn’t going to be any good but slowly she has taken to it and now enjoys Tails for breakfast and evening.”

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Posted 1 year ago

“We struggled with the kibble for a while. The last bag we had the pieces were smaller and he is enjoying them now. The wet food he does enjoy we give it with some rice or cooked veg. It is good that we are able to have a delivery of just wet food to catchup when we still have kibble left. We have no problem with deliveries always on time.”

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Posted 1 year ago

“All is good. Excellent delivery. I am however not using all the kibble before the next lot arrives. Can smaller amounts be ordered ?”

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Posted 1 year ago

“My dogs love the kibble from Tails however the increase in price has meant i cannot continue with this product such ashame”

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Posted 1 year ago

Hi there, Thank you for taking the time to share your review; it's wonderful to hear Dylan loves his tailored recipe, although I'm sorry to hear you've cancelled due to the price increase. The costs of our raw materials, ingredients, packaging, labour and transportation have increased since last year. This increase in cost has impacted multiple industries, and many other companies and supermarkets have had to increase their retail prices too. We'd never increase our prices if we didn't absolutely have to - we've made this choice so we could keep working with our trusted suppliers without compromising on quality. Of course, if our suppliers' costs were to reduce in the future, we'd follow suit. Please know we're always here to help you and Dylan, so if there's anything we can do, please get in touch with my friendly team. Please email us at heloo@tails.com or call us on 0203 322 4448 (Monday to Friday, 9 am to 5 pm). Thanks, Becca at tails.com

Posted 1 year ago

“My dog loves his Tails food Wish they had a menu for diabetic dog”

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Posted 1 year ago

“My dog loves his tails always a empty dish it maybe a little bit more expensive but no waste like the other food he was on would recommend anyone to give it a try”

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Posted 1 year ago

“excellent telephone consultation, very helpful caller. the food suits Harvey and his stomach remains settled. Delivery good and email confirmations helpful”

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Posted 1 year ago

“Been using Tails.com for 3 years now and Max is thriving on it the Customer Service is great we are lucky never had any problems with delivery for a long time although this could change as the usual driver has left. However just received an email to say the price is increasing by about 20% because Max enjoys his food we will continue until we can find something as good but cheaper. Also was upset to read the purina now has a major stake in Tails.com another reason to look around.”

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Posted 1 year ago

“Winston, loves it for the first couple of weeks, then he seems to go of it, so we mix in a bit of salmon or raw chicken, can anybody tell me why?”

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Posted 2 years ago

“Winston, loves it for the first couple of weeks, then he seems to go of it, so we mix in a bit of salmon or raw chicken, can anybody tell me why?”

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Posted 2 years ago

“Good customer service, just a shame delivery company not up to scratch”

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Posted 2 years ago

Hi Linda, I'm sorry that your experience with our couriers wasn't as you'd expected. We work closely with our couriers and will be sure to pass this kind of feedback on to them. You can also get in touch with Yodel through their website (www.yodel.co.uk) to let them know what's happened. If you need more help from us, please get in touch with my friendly team by calling 0203 322 4448 (Monday to Friday, from 9 am to 5 pm), or you can email us at hello@tails.com. Thanks, from Becca at tails.com

Posted 2 years ago

“I went onto Tails.com for my rescue dog after having difficulties with a previous brand involving runny poos and failure to gain weight. The previous brand scored highly in terms of nutrition and claimed to be replicating the diet of a wolf and thus a natural way of feeding your dog. My dog went off this food after a few months and failed to thrive. After a detailed online firm filling session with Tails.com, I felt we had the right diet for my dog, that and a very welcome introductory offer persuaded me to get on board. Firstly, his poos firmed up, secondly, after many months, he still enjoys his wet food and kibble options, thirdly, he has gained weight and fourthly, his favourite treats can be delivered too. I did have an issue with a damaged package, this was dealt with very promptly by customer service and a extra gift arrived as a sorry. My one gripe is with delivery, they fail to follow instructions such as leaving parcels where I ask.”

Helpful Report

Posted 2 years ago

Hi there, Thank you for leaving this lovely review, letting us know how Sparky is getting on with his tailored recipe and how well it's suiting him. Although I'm sorry to hear your delivery instructions aren't being followed. We work closely with our couriers and will be sure to pass this kind of feedback on to them. You can also get in touch with Yodel through their website (www.yodel.co.uk) to let them know your delivery instructions aren't being followed. If this continues to happen, please get in touch with my friendly team by calling 0203 322 4448 or by dropping us an email at hello@tails.com. I hope Sparky continues to enjoy his food! Thanks, from Becca at tails.com

Posted 2 years ago

“Every thing is excellent except some of the delivery drivers,only 2 so far.I have great difficulty lifting thing especially from a surface lower than my feet.I use a stick for balance as I do fall over.Twice I’ve answered the door to find the driver back in the van,just sitting there as I struggle until after they have driven away.I. Must say some drivers are absolutely lovely.”

Helpful Report

Posted 2 years ago

Hi Rhona, I'm sorry to hear about the issue you're having with delivery and thank you for taking the time to let us know with your review. We work closely with our couriers and will be sure to pass this kind of feedback on to them. You can also get in touch with them via their website (www.yodel.co.uk) and update your delivery instructions on your account for Vale's next delivery - just head to the Account tab on your tails.com account. If you need any further help, please get in touch with my friendly team by giving us a call on 0203 322 4448 or dropping us an email at hello@tails.com. Thanks, Becca at tails.com

Posted 2 years ago

Tails.com is rated 4.6 based on 1,369 reviews