Tails.com Reviews

Name: Tails.com
Rating: 4.63

4.6 Rating 1,364 Reviews

92 %

of reviewers recommend Tails.com

Company Reviews

Metrics

Info

4.6

Based on 1,364 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

Visit Website

Phone:

0203 322 4448

Write Your review

Tell us how Tails.com made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Tails.com 1 star review on 6th October 2021

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 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

“Had my dog on tails for 4 years and he was quite happy to eat it . However it’s dreadful value for money . First they did a stealth rise by reducing the bag size and then a huge rise in price this year . I’ve switched to a very good make, Les than half the cost and the dog loves that to. Tails is a money making marketing company . Less interested in your pet than your money”

Helpful Report

Posted 6 months ago

I'm sorry you're disappointed with our recent price rise and that you no longer feel we're the best value for money, Barry. As a subscription service offering tailored nutrition, our prices differ slightly from other pet food brands you can pick up off the shelf as we don't sell out food per kilo. When you sign up, we work out all the recipes your dog will have over their lifetime, and you pay the average price for all the required recipes in the monthly payment. As dogs age, they require less food, as puppies need extra calories to support their growth, and seniors require less as they age and start to slow down. With that said, I've checked your account and every feeding plan we've created for Basil and can see we've sent approximately the same amount of food in each order since you first in 2019. The only difference between the first and last orders was a 4g reduction in Basil's daily dry food portion. We want to change the world of pet food for good by providing tailored nutrition, and deciding to increase our prices wasn't easy. Since the first lockdown, prices of ingredients, packaging and energy have steadily risen and worsened due to many global issues since COVID. Although we've tried to insulate our customers as much as possible - we held off price increases in 2020 and most of 2021 - our costs increased by more than 30% just in 2022 alone. Given this, we can no longer absorb this increase while continuing to deliver the high-quality food and service that our customers and their dogs deserve. Therefore, passing on these increases to our customers is necessary. We're continuing to search for alternative suppliers, negotiate where possible, and review our internal costs. If possible, we would choose never to up our prices again; however, we prioritise your dog's (as well as the thousands of other dogs we feed) health, and so we won't compromise on the quality of food we provide. All recipes we create are unique to the dog they're made for, and so is the price paid for each recipe. We can tailor multiple combinations of our custom kibbles to Basil's nutritional needs (depending on life stage, allergens, health conditions, etc.), some of which can work out at a lower price point without compromising quality. I understand you've cancelled your account now, and it's a shame to see you and Basil leave the tails.com pack. If you change your mind and would like to discuss Basil's recipe options, please get in touch with our Custom Experience Team (see how here: help.tails.com/hc/en-gb), and we'd be happy to help. Thanks, Becca at tails.com

Posted 6 months ago

“Price seemed to go up quite rapidly. Last bag that arrived was split on the seam. I’ve now cancelled.”

Helpful Report

Posted 9 months ago

I'm sorry to hear you've received a damaged bag and have cancelled Denver's ongoing deliveries due to price, Jayne; I'd love to help with this! Like most other businesses, we've experienced a significant increase in our raw materials and energy costs in the past year. We have held off passing these increases on to our customers as long as possible; however, we can no longer do so while continuing to deliver the high-quality food and service that our customers and their dogs deserve. We're also trialling new recyclable dry food bag materials that are a little thinner than our original bags. You can read more about our bag trials here (tails.com/blog/2021/02/16/sustainability-new-initiative-recyclable-packaging/), and I'd like to gather some details from you to share with the Quality Team at our factory to pass on to our suppliers to continue their work on our new bags. While we're getting this sorted, I'd love for us to take a look at Denver's tailored recipe together to see if there are any changes we can make to bring the price down. Each recipe is unique to the dog it's made for, and so is the price you pay, so there may be some changes to the ingredients to help bring down the price of Denver's monthly deliveries while remaining tailored to his nutritional needs. I'll email you directly soon to discuss Denver's options; I look forward to hearing from you. Thanks, Becca at tails.com

Posted 9 months ago

“I have asked for advice as dog is loosing weight and is already underweight but have never had a response. Really poor service but at least my dog likes the food.”

Helpful Report

Posted 1 year ago

I'm sorry to hear Tessa's been losing weight, Suzanne. Here at tails.com, we recognise that not all dogs are the same. We create a unique blend for each dog depending on their specific needs and requirements gathered during sign-up. With that in mind, if the profile isn't accurate, this'll throw the portions out of sync which may explain why Tessa's lost some weight. If her profile is accurate, we have an in-house Nutrition Team who'd be more than happy to take a look at her recipe and feeding plan, to see what changes they can make to help her gain some weight. I can see you got in touch last month and we responded with some questions about Tessa so that we could check her profile. I'm afraid we haven't heard back from you but we're really like to get everything sorted for you both - I've dropped you another email now so that we can hopefully get Tessa back up to an ideal weight. I hope to hear from you soon. Thanks, Esmé at tails.com

Posted 1 year ago

“I think Tails is a convienent option as it arrives on your door step without having to think about it, once you have the right blend for your puppy/dog. While I'm sure the ingredients are well balance I do feel it lacks an option to have a more premium/specific range. The first bag of Tails arrived with a vrey different mix and with the second bag which was a different mix, I found my dog was alway hungry and her coatl wasn't silky as it with other products. I've suspended my subscription for now until my puppy is a yr old.”

Helpful Report

Posted 1 year ago

Hi there, The kibbles making up your dog's unique recipe will slowly change over time as she grows and changes throughout the different phases of life. From puppy all the way through to senior, we'll make sure her health and nutritional needs are met by subtly and gradually changing the recipe each month throughout their life. For example, as a growing puppy in the rapid growth stage, the protein and calorie levels will be constantly altering to best suit their needs as they head into adulthood (which happens at different ages depending on breed). We believe that this gradual progression of their food matches more naturally with the development in physical needs over time - as opposed to a sudden step-change in nutrition to an ‘adult’ diet on any particular day. That being said, we'd really love to look into your pup's portions to see if there's anything we can do to help her feel a little more full, as well as improve her coat - I've dropped you a message so I can find your account with us and see if we can get everything sorted, together. Thanks, Esme from tails.com

Posted 1 year ago

“Our dog just won't eat the trays of meat.”

Helpful Report

Posted 2 years ago

Hi Gary, I'm sorry to hear your dog isn't enjoying their wet food selection, and I'd love to help! We have a wide range of wet food recipes to choose from in the Shop tab of your tails.com account. Or, if your dog enjoys their tailored dry food recipe, we could update their feeding plan, so they get their daily calories from this. There are many ways we can help, so just get in touch with my friendly team by emailing hello@tails.com or giving us a call on 0203 322 4448 (Monday to Friday, from 9 am to 5 pm). Thanks, from Becca at tails.com

Posted 2 years ago

“My dog has not been gaining weight on this food, and recently has lost weight. He has very frequent stools as well, which my vet advises is a sign of poor quality food going in. I have now cancelled my subscription to tails.”

Helpful Report

Posted 2 years ago

Hi Teena, We're sorry to hear your dog hasn't been gaining as much weight on our food as you hoped and has started losing more weight; we'd really like to help with this. We have an in-house Nutrition Team who'd be more than happy to take a look at your dog's recipe to see if there are any changes they'd make to help your dog gain some weight. They can also see if they can help with his stools if this is something you'd like to improve. I've dropped you a message now so we can get a little more information and see what we can do for both of you. That being said, if you'd prefer to not go ahead with the above and stick with your alternative food, we completely understand. Esme from tails.com

Posted 2 years ago

“Still awaiting a refund on a box of food returned ( 4 received in 4 days ???”

Helpful Report

Posted 2 years ago

Thank you for taking the time to leave a review Sue. As each order is tailored to your dog's specific needs, we're not able to accept returns I'm afraid, but I'd like to have a look into this for you to see what we can do to help. I've sent you an email now to help get this resolved and I hope to hear from you soon. Matthew from tails.com

Posted 2 years ago

“I have been humming and haring around Tails.com for a while. I came across and took advantage of their free 1 months trial. Delivery was quick. Was really excited that everything came with my dogs name on it. I even had it delivered in my dogs name. sadly my GSD did not take to it or rather her system did not appreciate the food as this gave her the squirts. The food does come with a feeding guide but I did not continue after 2 weeks of trying to pick up very runny diarrhoea with normal poo bags. The website does have a pause and cancel deliveries option which I have cancelled. But there is no option to delete your details including bank details or close your account. The website is a bit of a let down especially as I have not given my permission for tails to store my banking details.”

Helpful Report

Posted 2 years ago

We're really sorry to hear that your dog has had an upset tummy, we hope she's feeling a little better now! When switching over to a new food, it can take up to four weeks for digestion to settle, so you may find things improve with a little more time. It's important to introduce a new recipe gradually and over the course of at least a week, otherwise this can cause an upset tummy. We do also 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 her tummy better. Although you're not given the option to delete your account and remove your details from our website, if you get in touch, we can get that sorted for you from our end. If you'd like us to possibly look at another recipe for your dog, refer you to our Nutrition Team or delete your details and account, either drop us an email (hello@tails.com) or Facebook message so we can get everything sorted. Esme from tails.com

Posted 2 years ago

“I am unhappy with the very limited window for delivery , I have lots of food left over as we only use tails once per day therefore 90 days is too short . So I would like to order further into the future . Also I called to change my delivery location the lady on the phone change it with yodal via an email but the message didn’t get to the delivery driver so the food was placed at the front door and very obvious that we were away . Luckily I caught the delivery driver on my ring door bell and so they then placed the delivery out of sight .”

Helpful Report

Posted 2 years ago

“Not good quality food. It is ranked poor on the best and worst foods and only 47% nutritional value which is a shame. I want my dog to have good quality healthy food so I have swapped to a better brand and she is suffering less wind, no sloppy poo or gurgling tummy!”

Helpful Report

Posted 2 years ago

“I tried Tails as I have a fussy puppy and nothing has changed. The service from tails is really poor considering it's meant to be tailored to your pet. The algorithm seems sophisticated, but if you need to fine tune it their team are really slow to respond and ask the same questions you've already given answers for. My dog does not lick her bowl clean and I'm not confident that portions are suitable for her age/exercise/breed after reviewing it multiple times with the tails team. Delivery was speedy. The quality of the wet food is higher than the kibble. Given the poor service and the high price, tails is not worth it in my opinion.”

Helpful Report

Posted 3 years ago

“Major doesnt like his food anymore.”

Helpful Report

Posted 3 years ago

I'm really sorry to hear your dog isn't too keen on his dry food. We can look at creating a unique recipe using the same nutrients but with different flavours that Major might prefer. If this is something you'd be interested in trying, drop us an email (hello@tails.com) or Facebook message and we'll be more than happy to help get things sorted for the both of you. Esme from tails.com

Posted 3 years ago

“My rottweiler will not eat it I have tried the dry food and even got him the meat dishes he won't even look at either. Have even tried it in his kong and chew ball frozen it but nothing is working good job I have a fox visit he loves it.”

Helpful Report

Posted 3 years ago

“So disappointed that you are now charging for delivery, it was one of the reasons I signed up.”

Helpful Report

Posted 4 years ago

Hi Patricia, Thanks for taking the time to leave us a review. I'm sorry for any disappointment caused by the delivery charge. We do have a £2.99 delivery charge for orders under £30 to Northern Ireland as well as the Highlands and Islands, due to the additional transit cost to these locations. I really hope your dog is enjoying their tasty food, and I've sent you an email now to follow up on this. Kind regards, Graihagh from tails.com

Posted 4 years ago

“Delivery good. Made our dog poorly as they change the blend of food to much and don't properly tell you the ingredients. He's was on this food from 12 weeks to 1 year. The mix in food flared up his allergies, and then they couldnt prepare a food he could eat. Bad experience for us.”

Helpful Report

Posted 4 years ago

“I tried the two week trial and found my dog was not satisfied at all with it. He was hungry a few hours after eating and couldnt last all night without food, waking us up with whining for food. Also he was going to toilet three times a day with this food. Not for us I’m afraid.”

Helpful Report

Posted 5 years ago

“I have has 3 deliveries from Tails and my dog does not like it. I have e-mailed twice today to STOP further deliveries.”

Helpful Report

Posted 5 years ago

Tails.com is rated 4.6 based on 1,364 reviews