Tails.com Reviews

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

4.6 Rating 1,365 Reviews

92 %

of reviewers recommend Tails.com

Company Reviews

Metrics

Info

4.6

Based on 1,365 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Tails charged me for items I've never ordered duck and salmon biscuits packs one of each and took the money for the items that's theft”

Helpful Report

Posted 3 months ago

I'm really sorry to hear you received and were charged for items you weren't expecting, Andrew! I've reviewed your account and can see these were added by mistake, and you called us this morning to get everything sorted. We've refunded the cost of these treats and made sure they've been removed for ongoing orders. Feel free to keep the treats, or if Tinkerbelle isn't a fan of them, donate them to a friend or local animal shelter. If there’s anything else we can help with, please let us know; you can get in touch by emailing hello@tails.com or giving us another call at 0203 322 4448 (weekdays, from 9 am to 5 pm, excluding bank holidays) Thanks, Becca at tails.com

Posted 3 months ago

“Takes the mither out of buying dog food Our 9yr old Labrador has a mix of kibble and trays with a focus on weight management and coat/skin She loves the food right down to last bit in the bag - and her coat is glossy and shiny and she’s getting her ‘inny bits’ back - very pleased!”

Helpful Report

Posted 3 months ago

“Excellent service excellent and friendly customer service”

Helpful Report

Posted 4 months ago

“I don't think kibble is good for buddy he keeps scratching all the time”

Helpful Report

Posted 4 months ago

I'm sorry to hear Buddy has been suffering from itchy skin while enjoying his tailored recipe; I hope he's okay and still well in himself! The Customer Experience Team are always on hand to help, and we'd love to get our Nutrition Team to take a look at Buddy's recipe to see if there are any changes they'd recommend making to support his skin and coat further. I'll pop you over an email now to gather a few more details about Buddy and his skin condition; I hope to hear from you. If you want to discuss this over the phone, you can call our Customer Experience Team on 0203 322 4448 (weekdays, 9 am to 5 pm, excluding bank holidays). Thanks, Becca at tails.com

Posted 3 months ago

“Very happy with the food and service, but the price has crept up and up. I’m going to have to look in the new year to see if it’s still cost affective”

Helpful Report

Posted 4 months ago

I’m sorry to hear you’re disappointed with our recent price increase, Lara; especially as it sounds like Holly's getting on well with her food. I’d like to assure you the decision to increase our prices wasn't an easy one. Over the past few years, like many other companies, we've seen a significant increase in raw materials and energy costs. We've tried our best to absorb these costs ourselves without impacting our customers, but unfortunately, that's no longer sustainable; particularly if we want to continue providing exceptional food and a service that you and your dog deserve. We understand things are tight at the moment and are always happy to see if there’s anything we can do to help, without compromising on quality so that Holly can continue receiving tailored nutrition. I’ve dropped you an email now to see what I can do to help and hope to hear from you soon. Thanks, Esmé at tails.com

Posted 4 months ago

“Rod is very happy with his Tails.”

Helpful Report

Posted 4 months ago

“Great food and delivered to my door every month. Great treats and other add ons for your pet. Just a shame you are unable to remove the kibble option online for a month you have to phone up every time you wish to that!”

Helpful Report

Posted 4 months ago

It's lovely to hear you and Chip are enjoying getting his food delivered by us; although it's a shame you're having some issues making changes to your deliveries, Steve. I'm afraid we're unable to remove the dry food from the ongoing orders and keep everything else as it is on your rolling subscription. This is because our wet food has been prepared to complement our unique dry food recipes so we don't offer wet food-only feeding plans. If you’d like to order our wet food and/or treats going forward, you can have a look at our separate shop here: https://shop.tails.com/shop/. You can then pause or cancel your ongoing deliveries from your Dashboard down the page in the Quick Link section if you don’t want to receive any further dry food from us. If you get stuck or have any questions at all, please don't hesitate to get in touch. If you're unsure of how to do so, check out our Help Centre: https://help.tails.com/hc/en-gb Thanks, Esmé at tails.com

Posted 4 months ago

“Absolutely love tails. Our dog loves the food. Never had any problems. Always arrives on time. Takes the hassle out of going to the shops to buy food. Just find the price is too high for us to continue purchasing.”

Helpful Report

Posted 4 months ago

I’m sorry to hear you’re disappointed with our recent price increase, Lyndsay; especially as it sounds like both you and Chester are enjoying our products and service. I’d like to assure you the decision to increase our prices wasn't an easy one. Over the past few years, like many other companies, we've seen a significant increase in raw materials and energy costs. We've tried our best to absorb these costs ourselves without impacting our customers, but unfortunately, that's no longer sustainable; particularly if we want to continue providing exceptional food and a service that you and your dog deserve. We understand things are tight at the moment and are always happy to see if there’s anything we can do to help, without compromising on quality so that Chester can continue receiving tailored nutrition. If you'd like to continue with us but are struggling with the cost of Chester's deliveries, you can get in touch with our Cancellation Team on +44 (0) 203 823 6331 and they'd be more than happy to see if there's anything we can do to help. Thanks, Esmé at tails.com

Posted 4 months ago

“Hudson is getting on in years now, his diet is of utmost importance in order to keep him fit and healthy. Tails is absolutely perfect for Hudson, tailor made just for him. Very efficient and affordable with simply the best customer service. Kindest Regards, Tracy”

Helpful Report

Posted 4 months ago

“My dog had digestive issues and the Tails.com nutritionists proscribe a diet for him. My pooch loves the nibbles, tail wagging as he eats it. Digestive issues have gone away. I found they way Tails. com dealt with me helping to find a solution was very helpful and caring. We usually have the same delivery person and he is a delightful chap, always ready for a chat and a bit of banter. The products are very good so we have never needed to sent anything back. On the whole, I am delighted with everything about this company.”

Helpful Report

Posted 4 months ago

“Really helpful when ringing up about my digs size kibble.”

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Posted 4 months ago

“Fussy cockapoo loves the wet food however he is still not convinced he has to eat the kibble! Would love the subscription without the kibble then we are all extremely happy”

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Posted 4 months ago

“Excellent service our little feller loves the choice of foods , and you have the piece of mind of where his food has come from . He highly recommends tails for his diner”

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Posted 4 months ago

“Never had any problems with Tails. They keep me updated and the web site is easy to use.”

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Posted 4 months ago

“Ebony enjoys here food from Tails and we have had no more upset tummies. The part I don't understand is the suggestion to reduce the amount of food I give her. I think she may have lost weight and always appears to still be Hungary”

Helpful Report

Posted 4 months ago

“My retriever is 5 years old and it has always been a struggle to find a food that doesn’t upset his stomach. Since starting Tails.com he hasn’t had one loose stool, he isn’t waking me during the night with an upset stomach and bowl is completely clean! Wonderful.”

Helpful Report

Posted 4 months ago

“Tails..com has excellent customers service. I have never had to return anything I have received from tails. Delivery is quick. The price is not very expensive.”

Helpful Report

Posted 4 months ago

“Always delivered on time and Bear loves it”

Helpful Report

Posted 5 months ago

“We got a new puppy and she had digestive issues; with the older dog being very picky about food as well, I decided to try Tails. Result: two happy, healthy dogs! They both tuck into their meals with enthusiasm now. The dental chews are great too.”

Helpful Report

Posted 5 months ago

“Delivery is easy to organise and always comes on time. Our dog has tried other well known brands but really loves Tails.com food.”

Helpful Report

Posted 5 months ago

Tails.com is rated 4.6 based on 1,365 reviews