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Tails.com Reviews

4.6 Rating 1,423 Reviews
92 %
of reviewers recommend Tails.com
4.6
Based on 1,423 reviews
Shipping & Delivery
Delivery Methods
Courier
Average Delivery Time
Within 5 Days
On-time Delivery
95%
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
Lisa Clark
Tails.com 5 star review on 3rd August 2020
Ewa
Tails.com 5 star review on 3rd August 2020
Ewa
Tails.com 4 star review on 3rd August 2020
Helen Fletcher
Tails.com 5 star review on 3rd August 2020
Anonymous
Tails.com 5 star review on 22nd July 2020
Abigail
Tails.com 5 star review on 21st July 2020
David Wagg
81
Anonymous
Anonymous  // 01/01/2019
After buying this food for our Tibetan Terriers they were subjected to weeks of diarrhea. Our vet informed us that Tails is not a bespoke food as advertised.... the majority share holder is Nestlé Purina. Three years ago Nestle bought Tails.com the London business and the food is mass produced by Purina and sold around the world. Do your research as Nestle and Mars are only out to take over all of our veterinary practices and pet food manufacturers.
Helpful Report
Posted 3 years ago
Hi there, I'm sorry to hear your dogs had upset tummies when they tried their tailored recipes - I hope they're okay now. Nestle Purina invested in tails.com back in 2018 and have been supporting us in our journey to improve the lives of dogs and their owners ever since. However, we've continued to operate as a stand-alone business. Our unique, custom made kibbles are at the core of what we do, and we use them exclusively in each of our recipes - working closely with hand-picked suppliers across UK & Europe. Our in-house Nutrition Team is always on hand to offer support, advice and make changes to any of our customers' recipes. I've asked you for your account details to see if this is something we can help you with too. Thanks, Becca from tails.com
Posted 3 years ago
They seem to assume that customers are liars by default. I tried to sign my mum up for a trial using a code they themselves sent me. They said something ‘matched’ between our accounts so they cancelled her order as I’d already had a free trial. I explained our dogs were littermates, so same age, sex, similar weight etc but lived at different addresses with different owners- they were not interested. It’s not pleasant to have a company think you are trying to con them, especially when they have sent you the voucher in the first place to try and invite your friends and family! Custom lost.
Helpful Report
Posted 3 years ago
I'm sorry to hear you're disappointed with our customer service; I'm really keen to help here. Our introductory offers are for new customers, and if we notice matching details to an account we already have registered with us, we're unable to process the trial order. However, I'd really like to look into this a little further for you so I've just dropped you a message to gather some details, to locate your account; I hope to hear from you soon. Esme from tails.com
Posted 3 years ago
I made one enquiry and since then they bombarding me with spams! So would I use them? NO Would I recommend them? NO and they cannot be contacted!
Helpful Report
Posted 3 years ago
Hi Patricia, We're sorry you haven't been able to get through to us. We're always here for you, 7 days a week via email (hello@tails.com) or Facebook messenger. However, if you'd like to speak to us more urgently, you can give us a call on 020 3322 4448; our phone lines are open Monday - Friday from 9am - 5pm. If you'd like to be removed from our marketing list, that's no problem at all, we'd be more than happy to update your account for you. I've dropped you an email now so we can get everything sorted with your account. Esme from tails.com
Posted 3 years ago
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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 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.
Tails.com 1 star review on 6th October 2021
Helpful Report
Posted 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 4 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 4 years ago
Nutrition wasn't good enough. The courier they use is useless.
Helpful Report
Posted 4 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 4 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 4 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 4 years ago
Great service and always arrived on time and most importantly dogs love it.
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Posted 4 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!
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Posted 4 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 4 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 4 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 4 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 4 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 4 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 4 years ago
Tails.com is rated 4.6 based on 1,423 reviews