Tails.com Reviews

Name: Tails.com
Address: 23 Sheen Road, London, United Kingdom
Rating: 4.62

4.6 Rating 1,423 Reviews

92 %

of reviewers recommend Tails.com

Company Reviews

Metrics

Info

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

Anonymous

Anonymous // 01/01/2019

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

“I amended my dogs details which brought the price down (slightly) however, despite it stating on the website how much it would be, Tails continue to bill me the previous higher amount! I’ve had no response to 4 emailsand no response from posts on social media! I just don’t trust the ‘tailoring’ process as it’s states one thing on the website but bills for another, but how am I supposed to know which I have received… the old or the amended? And I don’t like companies with such poor communication and lack of customer service!”

Helpful Report

Posted 2 months ago

I’m really sorry to hear that your recent order wasn’t the price you expected and that you’ve had trouble reaching the Customer Experience Team. They usually reply to messages within a day or so, but it can take a bit longer during busy times, like after the Bank Holiday weekend. Please rest assured that the team’s doing everything they can to get back to all customers as quickly as possible. I’d love to help you get to the bottom of this. To save you waiting any longer, I’ve replied to your email so we can look into it together and raise the issue with the Engineering Team. Best wishes, Becca at Tails.com

Posted 2 months ago

“Great brand and good product but unfortunately they use Yodel to deliver who communicate very badly and dont deliver when they say they will. My dog has now run out of food and so I’m forced to change her diet. Never a good strategy!! My advice - use an alternative provider who care about their customers and not just increasing revenue at any cost.”

Helpful Report

Posted 5 months ago

“After enjoying the first few months and my dog being very happy with his food we had an email to say the price was increasing. This increase was fairly substantial so I emailed to say I would be cancelling as we couldn't afford the price hike. I was offered a cheaper kibble to keep costs low which we declined. We were then offered the same kibble and a discount which brought the cost back to normal so yes thank you. We now have the new food but it is not the same and my dog won't eat it. Please see attached picture showing the difference. I have been trying for a week to contact Tails and am being ignored. Please beware as customer service is only good if you don't have an issue and they certainly don't have your dogs best interest at heart just their profit. Beware! And keep an eye on the kibble.”

Helpful Report

Posted 1 year ago

I'm really sorry to hear about the issues you've raised, and Barney has gone off this tailored recipe; I'd very much like to help you and Barney get things back on track. The Customer Experience Team usually replies within a day or so. However, we've been busier than expected, which has caused delays. The team is working hard and doing everything they can to get back to customers as soon as possible, but so you're not waiting any longer than you already have, I'd like to get everything sorted for you. I'll get in touch with you on the email thread in the Customer Experience Team's inbox; I look forward to hearing from you and getting Barney back to enjoying his tailored recipe. Thanks, Becca at Tails.com

Posted 1 year ago

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

Helpful Report

Posted 1 year 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 1 year ago

“crystal loves her food, one happy dog, one happy owner”

Helpful Report

Posted 1 year ago

“The ingredients caused major flares with my dog, which needed a vet visit, sadly full of cheap fillers causing major problems, I really wouldn’t say it’s hypoallergenic with the ingredients used as fillers and resulted in 3 big bags which can’t be used, complete waste of money”

Helpful Report

Posted 1 year ago

I'm sorry to hear Wilson's allergies didn't settle when he tried his tailored dry food recipe from us. I've checked his profile, and all the recipes sent were hypoallergenic, formulated without the five most common allergens: wheat, beef, soya, dairy and egg. We only use high-quality ingredients that have nutritional benefits for the dogs we feed. We don't use any fillers; everything in Wilson's food is there for a reason. We always include a menu card in each delivery, which gives you the ingredients and nutritional breakdown of each recipe, and you can also see a history of all the recipes we've sent Wilson on the Feeding Plan tab (https://tails.com/gb/feeding-plan). If there's an ingredient you'd like to know more about or would like to know the benefit of, feel free to ask (get in touch here: help.tails.com/hc/en-gb)! In addition to the common allergens, I can see Wilson's profile excluded chicken and lamb, so we created a salmon-based recipe with partially hydrolysed protein, meaning some of the proteins have been broken down, making them easier to digest and even less likely to trigger an immune response. That said, we wouldn't expect Wilson to continue having major flares, and we've got an in-house Nutrition Team on hand to offer support and advice and adjust our tailored recipes to ensure each dog is getting the best out of tailored nutrition. I'll email you to learn more about Wilson's nutritional needs and pass the details to our dedicated Nutrition Team for them to review Wilson's recipe. I hope to hear from you, but if you prefer to discuss this over the phone, our friendly Customer Experience Team is happy to help; call us on 0203 322 4448 (weekdays, from 9 am to 5 pm). Thanks, Becca at tails.com

Posted 1 year ago

“We were called by a pushy rep who wouldn't take no for answer. He clearly wasn't interested in what I was telling him. My dog Is a 9 year old english bulldog. Blood tests showed he is allergic to practicly everything so I have found a food that works for him and he's been on it since he was a baby. At his age I wouldn't even consider changing his food but this guy was not interested. Not good.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to share your recent experience with us, Deb; I'm sorry to hear you felt unheard when discussing your old English bulldog's needs. We never want to pressure or push potential new customers to change food if they don't want to. You know your dog best and know what makes them tick, so we'll always follow your lead regarding how and what you feed your dog, and we're more than happy to offer advice and suggestions when requested. I've raised this feedback with the Marketing Team, who work closely with the team you spoke to, allowing us to improve further the offering we provide new customers through this service. We really appreciate you letting us know about this. I hope your dogs continue to do well and enjoy the food they're currently; we're here for you if you wish (see how to get in touch here: help.tails.com/hc/en-gb), but for now, the tails.com team and I wish you both all the best. Thanks, Becca at tails.com

Posted 1 year ago

“This firm is very happy to use massive spammers as affiliates.”

Helpful Report

Posted 1 year ago

I'm sorry you've been receiving spam emails, Phillip; I'd love to help! We've worked with affiliated companies for many years and have developed a great working relationship that allows our companies to offer their customer base offers and details regarding other companies who work together. However, we value our customers' privacy and will only send you marketing emails for our products and our affiliates' companies if you've opted in. You can change your marketing preferences anytime from the Account tab of your tails.com account. Just click "Update" next to "Communication Preferences". I see that you've already raised this with us, and you've never purchased from us or have an account with us, which means your details were added to this database by another party. We're currently working with the Marketing Team to narrow down which affiliate campaign these emails are from and get contact details for them to remove your data. I'll email you once I've heard back from them, but if you need anything in the meantime, just reply in our email thread. Thanks, Becca at tails.com

Posted 1 year ago

“Was reasonably priced but definitely not great quality, broke my dogs skin out, her coat started to fall out, she wouldn't eat dry food, tried changing it and removing the wheat but it got worse. Bought from elsewhere, all problems disappeared but the other provider was more expensive so tried tails wet food and it's very low quality jelly (even gravy ones) like mush. Gave her wind and although she liked taste her coat worsened again so I've taken her off of it and with her new diet she's thriving.”

Helpful Report

Posted 1 year ago

I'm sorry to hear Luna's coat worsened again, and she had some flatulence after trying our slow-cooked wet food recipes, Nicola. We've spoken about Luna before, and our Food and Health team have tailored a few recipes to help with her skin and coat issues. The last update was in May to say the updated recipe worked well for Luna. Between now and then, there haven't been any new ingredients introduced to her recipe to explain the sudden worsening of her skin. Multiple factors are at play regarding skin and coat issues, such as environmental and seasonal allergies, and don't always relate to the food fed. But I'm glad you've found a diet that works well with Luna, and she's thriving; that's all we ever want for every dog in the world. However, I'd like to look into your concerns about our slow-cooked wet food recipes. We pride ourselves on the quality of our food, and what you describe doesn't sound like our usual standard. I'll send you an email now asking for a couple of details to share with the Quality Team at our factory. I hope to hear from you. Thanks, Becca at tails.com

Posted 1 year ago

“I have two French bulldogs I experimented with one animal. When I went to buy for the other, I received the information that it could not be delivered to the other at the same address. Which is not logical. So I prefer to eat the ration of another brand in a pet shop. Unfortunate”

Helpful Report

Posted 2 years ago

“I have tried to order food for our 2 larger dogs, but have received an email saying that our details are already on the system, so we can’t have a trial period. We have never, ever had any food from here, and surely they can see that from our bank details and address. I have subscribed my mum before, but as she has no mobile number, I had used mine so that I could track delivery. I think that Tails are using this as an excuse, as they don’t want to send us £200 of food, for £20…….even though it is them who emailed us with a 90% off offer. If you don’t want to offer such a big discount, you shouldn’t offer it! I have cancelled mums subscription now, as we don’t want to deal with a company like this. I don’t appreciate the suggestion that I am a fraud, when I certainly am not. Beware!”

Helpful Report

Posted 2 years ago

Hi Claire, I'm sorry we couldn't offer you, Snoopy and Max a discounted trial; as Eleni explained in her email, we can only offer one trial per user. If a new account has matching details to a previously registered user, then we're unable to offer another trial. This is in our Terms and Conditions (https://tails.com/gb/terms/#offers-and-discounts) and what's considered a previously registered user. We'd love for Snoopy and Max to try their tailored recipes, but this would have to be at full price. I understand you've deleted your account now, but if you'd ever like to give us a go, please let us know by getting in touch, and we can put Snoopy and Max's orders through at full price. If you have any more questions, please don't hesitate to contact our Customer Experience Team again. You can email us at hello@tails.com or call us at 0203 322 4448 (Monday to Friday, from 9 am to 5 pm). Thanks, Becca at tails.com

Posted 2 years ago

“Trying to update my dogs food on the website is so irritating I have been trying to remove the dry off for this month as I still have plenty left over. I’m half an hour in and still waiting on in being amended on the system, this is not the first time either this has happened!”

Helpful Report

Posted 2 years ago

I'm sorry to hear you've been having trouble removing the dry food from your dog's next order; I'm keen to help! As the dry food is tailored to each dog's nutritional needs, you're unable to remove dry food from orders. However, we know sometimes dry food isn't always needed (perhaps you've been gifted a bag of food or just need to get the wet and dry food back in sync, you name it!), so we've got a new tool which allows you to request a wet food only order. You can see how to use this tool in this helpful article in our Help Centre: https://help.tails.com/hc/en-gb/articles/4410079349777-I-only-need-wet-food-this-month-You-can-now-do-it-directly-in-your-account-. I'll get in touch with you directly so we can look into why you have a backlog of your dog's tailored recipe, as we're always here to help get things back on track; I hope to hear from you. Thanks, Becca at tails.com

Posted 2 years ago

“Can't say if food was good or not as tails didn't let us try it. My parents have dog from the same breed as me, they are sisters. My parents are old and not really good with 'Internet stuff' to make an order. I ordered for them only free dry food as a trial from the voucher they have got by mail. I wanted to order for my dog too as a discounted trail. Why I can't have my trial too? And guess what, tails suspended my account as we have matching details and please someone explain it to me why? What about other Phoebe's siblings want to sign up too? It's unfair! Really bad review for Matthew who didn't even try to understand and help me. He was only very helpful to delete my account. ABSOLUTELY THE WORSE CUSTOMER SERVICE! I have experience with other companies, never no one treated me like this!”

Helpful Report

Posted 2 years ago

Hi Wiktoria, I'm sorry we couldn't offer you and Phoebe a discounted trial; as Matthew explained in his email, we can only offer one trial per user. If a new account has matching details to a previously registered user, then we're unable to offer another trial. This is in our Terms and Conditions (https://tails.com/gb/terms/#offers-and-discounts) and what's considered a previously registered user. We'd love for Phoebe to try her tailored recipe, but this would have to be at full price. I understand you've deleted your account now, but if you'd ever like to give us a go, please let us know by getting in touch, and we can put Phoebe's order through at full price. If you have any more questions, please don't hesitate to contact our Customer Experience Team again. You can email us at hello@tails.com or call us at 0203 322 4448 (Monday to Friday, from 9 am to 5 pm). Thanks, Becca at tails.com

Posted 2 years ago

“I wish to cancel emails from you. This seems impossible on your system. I have clicked on unsubscribe and what comes up is either Accept all or prefences. Neither of which enable you to cancel. Please cancel these numerous emails. If this does not happen then further action will be taken. Fran”

Helpful Report

Posted 2 years ago

I'm sorry to hear you've been having some trouble unsubscribing from our marketing list, Fran. I've now updated your account from our end and removed all permission to be contacted in the future so you shouldn't receive any further emails from us. You can update your communication preferences by logging into your account and heading to the Account tab (tails.com/gb/settings/). From here you can scroll to the bottom and click update under Communication Preferences. If there's anything else at all we can do, please don't hesitate to get in touch. 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. Thanks, Esme at tails.com

Posted 2 years ago

“I was trying to change a kibble in my dog Mickie’s food. He won’t eat the triangular kibble! It took 4 or 5 text messages to get this done, and I was very upset. I almost cancelled my account with you:( I feel there was no need for all the messages, just a plain and simple, ‘Yes we can change it for you would have been good’ as the end conclusion woad the same.”

Helpful Report

Posted 2 years ago

Hi Mary, I'm sorry to hear Mickie's not quite getting on with one kibble that makes up his tailor-made recipe. We always want everything to run smoothly when you get in touch with us so I'm sorry you feel this wasn't the case on this occasion. The small, triangular-shaped kibble has been in Mickie's recipe since he started with us so my colleague just wanted to make sure he won't still suffer from some wind, even after removing this particular kibble. You can always view Mickie's past and upcoming recipes directly from the Feeding Plan tab on your online account. We're always happy to help so if there's anything else we can do, please don't hesitate to get in touch. You can either contact us via 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. Thanks, Esme from tails.com

Posted 2 years ago

“I have cancelled my subscription and you still took payment and delivered my pets food order. I cannot access my account via the net as you have cleared the account records and you have not acknowledged my cancellation. My dog would only eat the food so as not to starve. I gave the last delivery to food bank for animals”

Helpful Report

Posted 2 years ago

Hi Eve, I'm sorry to hear Febi didn't enjoy her tailored recipe; I'm keen to help. I can see you got in touch, letting us know and asking to cancel a day after we'd already taken payment and prepared Febi's July order - which is why you still received this order, as it was already processed. We got back to you letting you know we'd cancelled your account and offering additional support. Such as creating a new tailored dry food recipe for Febi using different flavours she may prefer. I'll drop you an email shortly so we can discuss the flavour options available for Febi - I hope to hear from you. Thanks, Becca at tails.com

Posted 2 years ago

“The food is far too wet and my dog found it really hard to eat in fact he gave up after a while leaving him hungry. Would not buy this product again especially at the price of it.”

Helpful Report

Posted 2 years ago

Hi there, I'm sorry to hear your dog isn't a fan of the wet food's texture; we have three texture types, including pate, which is quite firm. I'd love to see what recipes your dog hasn't tried so they can give them a go and continue receiving their tailored dry food recipe, benefitting from tailored nutrition. To do so, I'd need to locate your tails.com account, so I'm going to email you directly to help me find this - I hope to hear from you. Thanks, Becca at tails.com

Posted 2 years ago

“Sie betrügen den Käufer. Sie ziehen Geld von der Karte ab, auch wenn Sie sich weigern zu füttern. Das Geld wird nicht zurückerstattet. Kein Problem mit dem Kundensupport kann gelöst werden. So gierig, dass sie nicht einmal 2 Euro für die Lieferung zurückgeben. Schreckliche Gesellschaft, schreckliches Essen. Ich empfehle es nicht, ich kenne viele Beschwerden von Menschen über dieses Essen.”

Helpful Report

Posted 3 years ago

“We ordered this on the 75% off offer and without us asking for any other food they took £106! Out our account automatically! This is fraud AVOID AVOID AVOID”

Helpful Report

Posted 3 years ago

Hi Avi, I'm sorry to hear that you've been charged unexpectedly after your trial with us. As a subscription service, we look to send Duke and Duchess an order every 31 days after your trial order. We always display the last date for changes on the Dashboard of your tails.com account as well as showing the next delivery window on the menu card you receive in each delivery. We also send an email reminder a few days before we start to process an order giving you the options to delay, pause or cancel. Unfortunately, it looks like this email has only been opened today so it may have been missed. I've sent you an email now to see what I can do to help and I hope to hear from you soon. Thanks, from Esme at tails.com

Posted 3 years ago

“I don't own a dog and yet I am constantly bombarded by their emails. I have tried numerous times to remove this harassment,and still they come almost on a daily basis.I will be taking this further if they continue. Be warned Tails.”

Helpful Report

Posted 3 years ago

Hi Gloria, I'm really sorry to hear you've been receiving emails from us which isn't what you were expecting. It looks like at some point your email was popped into our sign-up flow so I'd really like to take a look at this. I've dropped you an email now to go through this a little further and get everything sorted for you - I look forward to hearing from you. Thanks, Esme from tails.com

Posted 3 years ago

Tails.com is rated 4.6 based on 1,423 reviews