Tails.com Reviews

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

4.6 Rating 1,422 Reviews

92 %

of reviewers recommend Tails.com

Company Reviews

Metrics

Info

4.6

Based on 1,422 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

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.

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

“Buddy and doo just love this food. I used to cook them chicken or Fish everyday but Doo still had a dodgy tummy. Since moving to tails she has no bother. Thanks”

Helpful Report

Posted 3 years ago

“Convenient service and great products”

Helpful Report

Posted 3 years ago

“Dog loves the focus- looks trim and healthy.”

Helpful Report

Posted 3 years ago

“Tails are very helpful. My white German Shepherd loves the wet food.”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 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 3 years ago

“I was having problems, with the changeover from puppy food to small adult, I was referred to tail by my stepdaughter and haven't looked back.”

Helpful Report

Posted 3 years ago

“What a fab company & everything is so easy. I’ve used “tails” now for many months & will continue to do so. There’s nothing I can knock about the service/product. 110% would recommend. Great service guys, keep up the good work.”

Helpful Report

Posted 3 years ago

“I would like to cancel the wet food one month as Mabel has been poorly and unable to eat the wet food. I would be grateful if you could inform me this would be possible. Thank you.”

Helpful Report

Posted 3 years ago

“My dog has digestive problems so I use the appropriate Tails formula. He loves the food and it suits him perfectly. The price is surprisingly low and the delivery process never lets me down. The system allows for pausing deliveries, changing orders etc and is extremely easy to use. For peace of mind, cost effectiveness, quality and convenience I definitely recommend Tails.”

Helpful Report

Posted 3 years ago

“Great experience, Phoebe and Dexter love it,Great price. Food goes down well with our two!! They seem to be more healthy on the Food.”

Helpful Report

Posted 3 years ago

“I am always so happy with tails.com. My westie Suki loves all her food and treats. It’s so easy to order and always great delivery. 100% recommend thank you.”

Helpful Report

Posted 3 years ago

“Have been a tails customer for a long time now. It was great and the dog loves the food, however, recently I’ve had some issues with delivery and the prices keep going up so I’m now over £70 a month which is very expensive. We used to get a free gift sometimes with our order but that never happens anymore either, I think this would be a great idea for a long running customer!”

Helpful Report

Posted 3 years ago

I'm sorry to hear that you're finding your dog's food a little too expensive at the moment, we'd be more than happy to take a closer look into this for you to see if there's anything we can do to help. I've popped you an email so that we can take a look for you. I hope to hear back from you soon. Samantha at 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

“I previously left a less-than-stellar review because I'd had a difficult time reaching anyone about a possible issue with my dog's changed food blend, but I have to say, Tails.com went above and beyond with correcting the situation. I had a wonderful exchange with Esme, who soothed my anxiety and connected me to the warm and friendly nutritionist... the latter actually phoned me on a Friday afternoon and we had a great conversation about my dog, her food blend, how to proceed and what to expect. My puppy is feeling spry again and wolfing down her Tails.com food as before, and I do really appreciate how well all the folks at Tails.com did with our concerns. I had paused my deliveries but have since resumed. Thank you again to Esme and the Nutrition Team.”

Helpful Report

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

“I have found the experience with tails.com to be a pleasure, zues absolutely loves his food and treats, it's always delivered on time and the cost is great, it's definitely made it easier with the doorstep delivery as it's no more lugging heavy food bags in and out the car, have recommended to family and friends.”

Helpful Report

Posted 3 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 3 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 3 years ago

“Excellent service. Easy to order or change your order. Great customer liaison. So helpful and always go the extra mile. Our little dog loves the dry food, the treats and the dental sticks. Deliveries are always on time and the price is reasonable.”

Helpful Report

Posted 3 years ago

“Blu has been eating Tails dog food,since she was 8 weeks old.She is healthy,and growing nicely.She loves when it’s feeding time and leaves nothing behind in her bowl.Delivery is always on time.”

Helpful Report

Posted 3 years ago

“Food is ok, bit monotonous, even with the varieties. There is too much overpriced Kibble in the deal and you cannot lower size it or skip the kibble (I suspect this is where their huge mark up comes from so they protect it). It's well packaged and delivered ok though.”

Helpful Report

Posted 3 years ago

Thank you for taking the time to leave this review Dave. We base your dogs' recipe and feeding plan on their individual profile details including favourite flavours and excluded ingredients. We always want your dogs food to be affordable for you, so that you can continue to enjoy our service for many years to come. Serving up the highest quality dog food is as important to us as it is to you and your dog. We’re always checking for freshness and taste, making sure each blend meets our high-quality standards. Because better ingredients mean tastier food – and happier dogs. Our kibble is the tailored, complete part of the feeding plan for your dog. So we're unable to skip this when it comes to your orders. Our vets and nutritionists choose each ingredient for the specific nutrients it provides – so your dog gets the right balance of protein, fats, carbohydrates, vitamins and minerals they need. Our in-house Nutrition Team would be more than happy to look over your dog's feeding plan for you as we'd love to find a recipe that meets your dog's needs and has a flavour they'll love. I'd love to see if there's anything more we can do to help you Dave. If you could drop us an email to: hello@tails.com we can take a closer look. Many thanks, Megan from tails.com

Posted 3 years ago

Tails.com is rated 4.6 based on 1,422 reviews