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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Jess like the variety and as long as She is Happy I am Happy”

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Posted 1 year ago

“Really happy we switched Winnie onto Tails food. She loves every combination of the wet + dry food we mix up for each meal, she eagerly eats everything up in one go as a rule & makes us giggle when we hear her licking the bowl to bits at the end! Talk about 'clean plate club'! 🤣 She's lost some weight & her coat & skin are so much better for having a tailored & measured diet that suits her pawfectly 😋 We had a happy lively little fur bundle before but now she's extra happy & so are we knowing her diet is the best for her. 😍”

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Posted 1 year ago

“Really great quality dog food and has given my old dog more energy😁”

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Posted 1 year ago

“Good quality food. More importNtly Mac loves it!”

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Posted 1 year ago

“I couldn't be happier with this company and the genuine care they have for the well-being of my dog. They helped me find the perfect mix of their wet food and kibble and my dog loves it. This company is professionally managed and haven't had any issues what so ever. The costs are well worth it for the service they provide”

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Posted 1 year ago

“I look forward to my delivery, Dave has always had dry food over the last 10-11 years and has thrived on this, as he was getting older he wasn’t enjoying this and would only eat it if i added some wet food. Since changing to tails.com we have empty dishes every day. Lots of variety of flavours.”

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Posted 1 year ago

“Great customer service Tailored experience ie food, snacks and toys for your pet”

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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”

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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

“Great service, I have a Frenchie with a really sensitive stomach, I tried everything and nothing worked for him until tails!! Absolutely over the moon. Great price and love the delivery to the door service. Can’t recommend tails enough”

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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

“My dog was a very fussy eater until I found Tails.com. He loves his food, both kibble and wet food. I love the idea of delivery every month, makes life easy. Its great that I can change what I order and delivery dates too every month.”

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Posted 1 year 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”

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Posted 1 year 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 1 year ago

“One of my dogs eats anything but my newest little rescue is a little picky. I had tried her on a few different makes but she wasn’t that interested and also, everywhere I looked they were always out of stock. Thought I’d try Tails and both of my dogs absolutely love it. My little one now runs in from the garden when she hears me opening it!”

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Posted 1 year ago

“Really good portion size for your pet. Flavours that he likes. Really good delivery and able too order extras ..”

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Posted 1 year ago

“Snoopy is very happy with the food and the portion that he prepared for him. Thank you”

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Posted 1 year ago

“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

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

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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

“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. 🤔”

Helpful Report

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

“Dog loves it so do we”

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Posted 1 year ago

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