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Tails.com Reviews

4.6 Rating 1,365 Reviews

92 %

of reviewers recommend Tails.com

Company Reviews

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

Tails.com 5 star review on 3rd August 2020

Tails.com 5 star review on 3rd August 2020

Tails.com 4 star review on 3rd August 2020

Tails.com 5 star review on 3rd August 2020

Tails.com 5 star review on 22nd July 2020

Tails.com 5 star review on 21st July 2020

81

Anonymous

Anonymous // 01/01/2019

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

“So, I’m giving Tails.com a 3 star rating for literally one reason - why can you not cancel the biscuit element of your order?!?!?! I have a very very VERY fussy Maltipoo. She lovessss the wet food and I do pad it out with a little of the biscuits which she’ll occasionally humour me by eating. However, 2kg of biscuits a month is wildly over what we will ever need. You can amend your wet food choices but you can’t take the biscuits off for one/two months. I now have bags and bags of the stuff which is annoying and wasteful. I’m contacting the customer team to check if something can be done or I’ll have to cancel my subscription purely for this reason. Otherwise, I think it’s great but if you’re claiming to be “tailored to your pet” then tailor it to MY pet. Please!”

Posted 2 months ago

“Not happy with not really being able to find right email address to send a request with help with my dogs food who has been poorly I have emailed on Tuesday still no response! It's quite urgent I need a response! Need to change food”

Posted 2 months ago

I'm really sorry to hear you've had trouble getting in touch with us and that Arlo has had a bout of pancreatitis. I hope he feels better soon! I've checked your contact history with us and can't see your email from Tuesday, so perhaps it was sent to the wrong address. You can always contact our friendly Customer Experience Team by emailing hello@tails.com, sending us a message on Facebook to TailsUK, or calling us on 0203 322 4448 (lines are open weekdays from 9 am to 5 pm). I can see you sent us an email yesterday afternoon. One of our Food and Health Specialists has already replied and adjusted Arlo's tailored recipe to accommodate his new pancreatitis diagnosis. The updated recipe is low in fat to prevent flare-ups in the future - you can see more details in our reply. If you need further help or have any questions, feel free to get in touch with us using the contact details listed above. Thanks, Becca at tails.com

Posted 2 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”

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

“The dog seemed to like the product. But for me it's far too expensive. 😕”

Posted 11 months ago

It's great to hear Razor loves his tailored recipe, John; although it's a shame you're finding his deliveries a little expensive. Each dog's recipe is unique and tailored to their specific needs, which means the price may vary based on the specific combination of custom kibbles required to meet their nutritional requirements. We offer multiple combinations depending on Razor's allergens and breed, and some ingredients may result in slightly different prices. After checking Razor's recipe, it looks like this includes our most cost-effective ingredients; this means we wouldn't be able to bring the total monthly cost down any further, I'm afraid. That being said, we'd still love to see what we can do to help - I've dropped you an email now and hope to hear from you soon. Thanks, Esmé at tails.com

Posted 11 months ago

“Customer service is good. As to whether it's value for money, we question that. At £81 per month for one dog, it is becoming somewhat expensive when we used to spend £80 for 2 dogs. Prices keep escalating.”

Posted 1 year ago

It's great to hear you're happy with our amazing Customer Experience Team - let's look into the price of your ongoing orders to see what I can do to help. Each recipe we create is unique to the dog it's made for, and so is the price you pay. That being said, I've sent you a message to help me locate your tails.com account and see if there's anything we can do to help with the monthly cost of your deliveries - I hope to hear from you. Thanks, Esme at tails.com

Posted 1 year ago

“The reason I gave star 3 stars is only cost, which is a bit expensive for us to manage. Apart from that, it is time saving a lot as I do not need to search what to feed. Easy to manage the next delivery. So as long as the financial situation allows you, this is perfect.”

Posted 1 year ago

Hi Kozue, It's really great to hear you're finding it easy to manage both your dog's deliveries; you're always in total control of your account and can make changes to your delivery directly through your online account. As each recipe is unique based on each dog's nutritional needs, so is the price you pay; I'd love to take a look to see if there are any changes I can make to help bring down the monthly cost of your orders. I've dropped you an email now and look forward to getting everything sorted for the three of you. Thanks, Esme at tails.com

Posted 1 year ago

“My dog does enjoy the food and he just had his 4th month box delivered. However Ironically After the 3rd box I reduced it to what I was happy to pay going forward for food, simply by removing treats. Then after doing this I recieved an email today advising that a cost increase was happening. Something about the timing of the email and ne adjusting the products purchased does not sit right, and I suspect this probably happens often, but I could be wrong lol.”

Posted 1 year ago

Hi Donna, It's really great to hear Leo is loving his food, although I'm sorry for any disappointment with our recent price increase. Like most other businesses, we've experienced a significant increase in the cost of our raw materials and energy 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. Each recipe we create is unique to the dog it's tailored for, and so is the price you pay. I'd like us to take a look at Leo's recipe together to see what we can do to help. I've dropped you an email now - I hope to hear from you. Thanks, Esme from tails.com

Posted 1 year ago

“Delivery is good, and they satisfy my dog’s diet. However, getting more expensive and lots of marketing emails!”

Posted 1 year ago

Hi there, It's wonderful to hear your dog is getting on well with their tailored recipe! I'd love for us to take a look at Dingo's recipe together to see if there are any changes we can make to help with the price and update your contact preferences. You can always update your contact preferences from the Account tab on your tails.com account, where you can choose how you'd like to be contacted in the future. As each recipe is unique, so is the price you pay; there are multiple combinations of ingredients we can tailor for your dog's nutritional needs, some of which could work out a little more cost-effective. I will get in touch with you directly via email so we can look into the recipe and contact preferences together. I hope to hear from you. Thanks, Becca at tails.com

Posted 1 year ago

“Paddington Bear is very fussy about his food and is not very keen on the dry food I have to mix it with cooked chicken then he try’s to just get the chicken put gravy on it to encourage him to eat them it works most days.I also have the more expensive wet food but again some days he likes it some days not. His a healthy weight and enjoys a good run around.”

Posted 1 year ago

“Delivered on time but when you add delivery, cheaper to locally source”

Posted 1 year ago

Hi Mark, At tails.com, the recipes we create are unique, and so is the price you pay. We can create multiple recipes with different ingredients, all the while tailored to Piper's nutritional needs, affecting the ongoing price you pay. I've sent you a message directly with what changes I can make in her recipe to help you and Piper - I hope to hear from you. Thanks, from Becca at tails.com

Posted 1 year ago

“Tails is a good company only down fall is when you stop a order cause u have to much food over and only want meat not biscuits they charge you for the meat and I day later charge you again the full package so 2 payments come out”

Posted 2 years ago

Hi Lee, Thanks for leaving us your review, although I'm sorry to hear there was some confusion with our wet food only tool on your online account. From reviewing your account, I can see the order of wet food and the full order (which contained dry food) you received in January. When you request a wet food only order, our website clearly shows when your next order of wet and dry food will arrive and gives you the option to delay this order. You chose not to delay this full order in January, so you received both. I can see you've requested two more wet food orders since then, and you've delayed your full deliveries each time, so Toby's next order of dry food will be with you around the 9th of May. If you'd like to know more or have any other questions, please don't hesitate to contact my friendly team by calling 0203 322 4448 (Monday to Friday, from 9 am to 5 pm) or email us at hello@tails.com. Thanks, from Becca at tails.com

Posted 1 year ago

“My dog loves Tails dried food and I have no complaints regarding the food. However I have been bitterly disappointed with the delivery service provided by Yodel on 2 occasions. On one occasion Yodel stated on tracking that the parcel had been delivered through the letterbox. Impossible!!!! The parcel had in fact been thrown over a 6 foot wall into next door’s garden. I phoned Tails and informed them of the delivery difficulties and their customer service was excellent. Linda was extremely helpful, contacted me when she said she would and is a credit to Tails. Perhaps Tails ought to use an alternative courier to Yodel.”

Posted 2 years ago

“Service very good”

Posted 2 years ago

“I can’t fault Tails.com and the dog food is superb but the delivery is diabolical! You get sent e-mails stating that your food as been delivered when it clearly hasn’t and you then spend days trying to sort it out with the delivery firms who basically don’t care. I cancelled my order because of this I now just pop down to pets at home and buy Iams dog food which is cheaper and you can get it when you need it no delivery problems.”

Posted 2 years ago

“It’s ok when delivery works. I get an email saying food is on its way but when it takes longer than 2 weeks to come and you run out of food it’s not great. Our dog is still dealing with the after affects of a missed delivery one month on. Lost weight , digestive system not back to normal etc”

Posted 2 years ago

“Good food for dog unfortunately let down by yodel delivery”

Posted 2 years ago

We're really sorry to hear about the issues you've had with the delivery of your dog's food - we completely understand this is such a large part of the service. I'd really like to have a look into this for you so I've dropped you a message now to get a little more information from you. Esme from tails.com

Posted 2 years ago

“Packaging is non recyclable, allergy notices are not on in treats even though they are aware of anything to avoid. The plastic handle scoop never stays together. Good value and arrives on time.”

Posted 2 years ago

Hi James, Thanks for taking the time to leave us a review. As our tails.com dry food bags, Good Dog Treats & Dental Dailies are made from a mix of plastics, they are not currently recyclable. This is something we're working hard to improve and are currently looking at alternatives so we can become fully recyclable. We have a really helpful article about this, on our blog: https://tails.com/blog/2021/02/16/sustainability-new-initiative-recyclable-packaging/ If you're finding your dog's scoop isn't staying together, we can always send out a replacement to see if it's just the one you've currently got at home that's a little faulty. All you need to do is log into your tails.com Dashboard, go to the Deliveries tab at the top of the page, and click on your upcoming delivery. You can then use the "Need a new scoop?" link under your order summary to add a scoop to the box. You can always view a full list of the ingredients included in all of our products directly through the 'Shop' tab on your online account. Just select the product you'd like to check and scroll down to the 'ingredients section. If your dog has some ingredients excluded from their profile, you'll be able to see from our 'Shop' which products are suitable with these exclusions in mind. We're always here and happy to help. If you have any further questions on this, please don't hesitate to get in touch. Esme from tails.com

Posted 2 years ago

“It’s convenient having food delivered. Interestingly this is headed “tell us what made you happy” not “tell us how we can do better?” - probably need an app! Web site can be really slow and when you add your dog weight the changes to food portions don’t update on the dashboard which isn’t that helpful with a new puppy when you’re trying to weigh / measure things out accurately”

Posted 2 years ago

Thank you for taking the time to leave a review. Your feedback is invaluable to us as we look to improve our products and service and I'll be sure to pass all of your points onto the rest of our team. Your account dashboard will display the portions for your puppy based on their most recent delivery, but if their details change in-between orders you can always view their updated scoop setting at any time from the 'Feeding Plan' tab online. If you need anything else, please don't hesitate to contact us at hello@tails.com or on Facebook messenger. Matthew from tails.com

Posted 2 years ago

“I am sticking with this because my vetinary nurses have said how good this food is, but my dog is barely losing any weight and I am having to reduce the amount I feel her myself”

Posted 2 years ago

Hi Teresa, Thank you for taking the time to leave a review. I'm sorry to hear that your dog hasn't lost any weight since starting with us. We base your dog's feeding plan on the information you give us during sign-up, so we wouldn't expect to see this at all. I've sent you an email now to gather a few more details so that we can get your dog back on track! I look forward to hearing from you. Matthew from tails.com

Posted 2 years ago

“Dried food went down well but wet food even gravy did not. I persevered as treats & dried food were so good but last order arrived with some of it lost in transit as box was open & damaged.”

Posted 2 years ago

Thank you for taking the time to leave a review Shona, I'm really sorry to hear that your latest delivery arrived damaged and with items missing - that's not the service we expect at all from our couriers and I'll be raising this with them immediately. 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

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