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

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Tails.com 1 star review on 6th October 2021

Anonymous

Anonymous // 01/01/2019

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

“My WCS thrives in Tails food, been on it since 12 weeks old and now 13 months and doing great. Tailored food comes at a price but seems to be good quality and he loves it so happy owner.😁 Has a few issues with damaged deliveries but customer service is brilliant 👌”

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Posted 1 year ago

“Milly really loved the food at first but after being on it for nearly 2 months she has started turning away from her food and some days apart from treats won't touch it. I have tried the wet on it's own, the dry on it's own and mixed together in a quandary now as unsure what to try next. She does look really well but has started to drop weight which is why we ordered Tails in the first place as she is so fussy. 🤔”

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Posted 1 year ago

I'm sorry to hear Milly isn't enjoying her food, and she's started to lose weight again - I'd love to help get Milly eating with gusto, as it's not uncommon for dogs to take a bit of time to get used to new flavours! We have some great tips and advice for introducing new food from our Head Vet 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 Milly might prefer. If you'd like to review Milly's flavour options together, just get in touch with our friendly Customer Experience Team (see how here: help.tails.com/hc/en-gb), who are available on weekdays from 9 am to 5 pm. Thanks, Becca at tails.com

Posted 1 year ago

“My Rosie loves the food and often licks the bowl clean. However I have one moan. She has one scoop of kibble with her wet food per day as advised, yet we have 2 unopened bags and one currently in use. I have spoken to customer services twice about this but all they said was to get the smaller 1kg bags which is what we are using now but there’s still too much. You give us the option to postpone the wet food but not the kibble otherwise you have to pay extra delivery which really does not make sense?”

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Posted 1 year ago

“We were totally ready to leave Tails after 2x price increases within 6 months however when we contacted customer services they actually dealt with us as individuals and gave explanation of the increases and showed why the increase came rather than just some blasé response. As we had such a detailed response we chose to stay with tails. While the food is good, their customer service kept our business.”

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Posted 1 year ago

“Really helpful if need something. Delivery is always good, comes on time and like how.you can alter when you want it too”

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Posted 1 year ago

“Excellent service I think the price reflects the quality of the food also excellent.My only negative is that 2 out my 3 monthly deliveries have arrived opened/damaged and goods missing from one This was dealt with immediately but I think you should look at the packaging problem”

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Posted 2 years ago

“Our JR terrier, Dotty, eats anything and everything, so appreciates her special food . Our Yorkie X, Stanley, has always been fussy. Nightmare. But he enjoys his special kibble with some of his wet food on the side. So good to see him enjoying mealtimes nowadays. Both dogs get good comments from vet when visit for annual vaccinations.”

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Posted 2 years ago

“It makes it easy to know your pet is getting the right amount of food and calories they need and you dont have to worry about ordering its all done for you”

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Posted 2 years ago

“Poppy seems to love the food. She is a healthy, very active little spaniel with a lovely shiny coat The delivery system seems to work very well and staff have been very helpful when I have had occasion to contact them.”

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Posted 2 years ago

“Easy shopping I don’t have to travel to get my baby’s food as it gets delivered”

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Posted 2 years ago

“The service cannot be faulted. Price has crept up, so bit more than what I wanted to pay.”

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Posted 2 years ago

Hi there, It's great to hear you and Oscar love the tails.com service! Each recipe we create is unique to the dog it's made for, and so is the price you pay. We can tailor multiple combinations of our custom kibbles to Oscar's nutritional needs, which may work out at a slightly lower price. I'll pop you an email now so we can look into this together; I hope to hear from you. Thanks, Becca at tails.com

Posted 2 years ago

“Excellent home delivery service. Good food, plenty of choice of flavours of wet food. No more upset tummy. Always an empty dish”

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Posted 2 years ago

“My dog lives the near but I worry portions are too small, she is hit and miss with the biscuits. She gets all her nutrients and it’s easy as delivered to the door. I really really dislike the fact that if you are sent a freebie you then have to delete it from your order else you end up paying for it next time!!!!”

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Posted 2 years ago

Hi there, It's lovely to hear how much you're enjoying the tails.com service, and Tigerlily's getting everything she needs to be a happy and healthy pup! Although I'm sorry to hear you're disappointed with how free items are added to Tigerlily's ongoing orders. As our system is subscription based, the only way we can send free items is to add them to your next order and discount your first pack(s). However, you're always in control, and we let you know how to remove them if you no longer wish to receive (and pay) for them; plus, we email you a breakdown of your order a few days before preparing it for delivery. We base Tigerlily's personalised feeding plan on the details provided in her profile, but at tails.com, we understand each dog is unique, and we celebrate this. We can adjust the feeding plan with you so Tigerlily gets the right amount of tails.com food for her. We also have multiple kibble combinations we can tailor to Tigerlily's nutritional needs, using different flavours she may prefer. I'd like us to take a look at Tigerlily's feeding plan and explore her flavour options together so that she can get the most out of tailored nutrition - delivered straight to your door. I'll drop you an email directly, and I hope to hear from you. Thanks, Becca at tails.com

Posted 2 years ago

“Daisy not too keen on kibbles tried mixing with wet food and gravy no interest. The only way she will eat is when I put them in toys that distribute them”

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Posted 2 years ago

We're sorry to hear Daisy isn't too keen on her current recipe, Sandra and that our tips and tricks haven't worked as you'd hoped. We have thousands of different possible recipe combinations so if she's not too keen on her current recipe, we could look at switching some flavours around to hopefully find one she'll much prefer. I've dropped you a direct email now so we can hopefully find a recipe Daisy will love - I look forward to hearing from you. Thanks, Esme at tails.com

Posted 2 years ago

“I don't have to worry about anything, once set up the whole process takes care of its self. I use it for food and flea and worm treatment, would definitley recommend.”

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Posted 2 years ago

“Customer service is good, delivery is prompt, the only criticism I have is the size of the bags of kibble, I have chosen to give my old dog more wet food and less kibble as I have now got the balance right and his digestion has improved, he was a rescue and heaven knows what he had been fed before as his teeth were in a dreadful state and his breath could strip paint! He has a whole tray of wet food and 150 grms kibble per day divided into 2 meals so I have about 3months kibble to one month of wet food and it is just too much, I have to keep pushing back my full order and just order wet food for a period of about 3 months. I admit it is not the prescribed diet proposed by Tails but it suits my dog well and the food is good.”

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Posted 2 years ago

Hi there, It's great to hear you've found a balance between the wet and dry food that works for Wriggles! We celebrate each dog's uniqueness at tails.com, and although we offer a feeding suggestion, you know him best, and we'll be more than happy to follow your lead. I'd like to adjust how much we send of Wriggles' tailored dry food recipe, so I'm going to get in touch with you via email. I hope to hear from you. Thanks, Becca at tails.com

Posted 2 years ago

“Our dog enjoys the Tails food so much more than his old pouches - more variety and more appetising. The only niggles I have are that the website is usually slow to use and the food comes in so much cardboard - surely these can be fixed please Tails! :-)”

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Posted 2 years ago

“We followed the instructions for weaning Pebbles off her previous food to Tails. She was wary and I thought it wasn’t going to be any good but slowly she has taken to it and now enjoys Tails for breakfast and evening.”

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Posted 2 years ago

“We struggled with the kibble for a while. The last bag we had the pieces were smaller and he is enjoying them now. The wet food he does enjoy we give it with some rice or cooked veg. It is good that we are able to have a delivery of just wet food to catchup when we still have kibble left. We have no problem with deliveries always on time.”

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Posted 2 years ago

“All is good. Excellent delivery. I am however not using all the kibble before the next lot arrives. Can smaller amounts be ordered ?”

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Posted 2 years ago

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