Tails.com Reviews

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

4.6 Rating 1,423 Reviews

92 %

of reviewers recommend Tails.com

Company Reviews

Metrics

Info

4.6

Based on 1,423 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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Anonymous

Anonymous // 01/01/2019

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

“Would have given 5 stars ,but for the price hike recently.Ronnie loves his food and treats”

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Posted 6 months ago

“Tilly loves some of the food but I find your website very difficult”

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Posted 7 months ago

“Never had a problem with the food, the quality or the delivery everything was perfect, only problem was the price, we have a bulldog and it was just under 60 a month which is pricey in my eyes. Everything else was perfect.”

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Posted 7 months ago

“My lovely springer spaniel has even more bounce and energy since eating Tails food! Good, easy dashboard to get involved with the food choices and delivery date! Brilliant!”

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Posted 7 months ago

“A good alternative to other brands, although I wish it was possible to speak to a person regarding issues with Freddy and not doing it via text!”

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Posted 8 months ago

“Good quality food but very expensive. The treats are very good quality and good value though. Delivery was a big problem with Yodel who were absolutely rubbish. Twice we had Evri who were however much better”

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Posted 8 months ago

“Easy delivery, find it expensive though.”

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Posted 8 months ago

“Love having dry food delivered and packaging useful for in store recycling. My dog has always enjoyed whatever food he is given and Tails dry is no different. He has it with water on it but no time to soak it. Thank goodness Tails dry has stopped the slimy yellowing of his final stools but it is noticeable that his stools are larger and more of them so more biscuity waste being ejected. I don’t use Tails treats or their other products.”

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Posted 10 months ago

“Tails is a very good service. Molly loves her wet food but not so much the dry. She leaves most of that in the dish. It’s not the cheapest but still not the dearest either. I have tried all sorts of dry food but have the same result.”

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Posted 11 months ago

I'm really happy to hear that you and Molly love the Tails.com service! As a fellow dog owner, I understand that some dogs prefer a higher ratio of wet to dry food to truly savour their meals. I can increase the amount of wet food in Molly's feeding plan and reduce her tailored dry food portion to avoid any wasted dinners. Also, I can switch Molly's tray sizes to our larger trays, which are not only more cost-effective but also contain the same tasty slow-cooked recipes she's familiar with. I'll be reaching out via email soon, and I'm looking forward to hearing from you! Thanks, Becca at Tails.com

Posted 11 months ago

“Hello there, Teddy enjoys his new recipe from you! It is a bit expensive and he needs only one bag every 2 months. I requested that, changing the delivery date but I still got your parcel every month. We don’t need this month, so next delivery date needs to be in June. Thank you!”

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Posted 11 months ago

I'm thrilled to hear that Teddy is enjoying his tailored recipe! Based on Teddy's feeding plan, our subscription is designed to provide enough food for 31 days. However, each dog is unique, and it seems like Teddy needs a little less than we recommend to maintain his ideal weight, which is no problem! I'd happily adjust his feeding plan to suit his needs better, ensure smooth deliveries, and lower your monthly price. While we review his feeding plan, we'll also review the ingredients of his tailored recipe to see if we can lower the price further, as your price is based on Teddy's unique recipe. I'll email you shortly to discuss this further; I look forward to speaking with you! Thanks, Becca at Tails.com

Posted 11 months ago

“Love tails and more importantly so does Zeus my dog. Unfortunately I struggle with the cost as he is a large breed so I have stopped the wet food and replaced it with another brand. He loves his kibble. I’d like to see more offers like they do for 1st time users . Loyalty awards maybe”

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Posted 11 months ago

Thank you for taking the time to let us know how much you and Zeus love the tails.com service; it's lovely to hear how much Zeus loves his tailored dry food recipe! As Zeus is a big boy, he needs quite a few carries per day to keep him happy and healthy. I've checked his tailored recipe, and sadly, we can't make any changes to lower his monthly price further, as his current recipe is the cheapest we can tailor to his nutritional needs. That being said, we love to reward our customers, so keep an eye out for our marketing emails as we regularly offer free items to try from our range of food and treats. We also run a monthly prize draw, where customers can win £100 credit added to their tails.com account. There's one winner per month, and you don't need to do anything to enter the draw; each month Zeus has an order with us, you'll be automatically entered into the draw. Finally, we have a Refer a Friend scheme, where you can share your unique code, you can find this under the "Give a free trial" tab on your tails.com account, with friends and family, which gives them their first order of tailored food for just £1, and you'll be rewarded £10 for spreading the word. If there's anything else our Customer Experience Team can do for either of you, please don't hesitate to get in touch (our contact details are here: help.tails.com/hc/en-gb), and a specialist will be more than happy to help. Thanks, Becca at Tails.com

Posted 11 months ago

“Tried tails as Cooper wasn’t finishing his other supermarket brand of food and would often spit some out on floor and leave it. He has a sensitive gut being a cockapoo so thought I’d give it a go. I have to say he loves it. Cleans his bowl every time. His stools are a little better but not massively improved. It is also quite expensive and I’m not sure how long I can afford to do it for unfortunately which is a real shame given how much Cooper loves it.”

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Posted 11 months ago

It's lovely to hear how much Cooper enjoys his food, Claire! Our Customer Experience and in-house Nutrition Teams are on hand to help adjust our tailored recipes, and I'd love to help with Cooper's; we can offer more digestive support to help further with his stools. While we review his recipe together, we can also see if changing ingredients can lower the price, as Cooper's monthly price is based on his unique recipe. I'll email you now, and we can get started. I hope to hear from you. Thanks, Becca at Tails.com

Posted 11 months ago

“Tails gave been great for my dog Fixed his itchy scratching”

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Posted 11 months ago

“Chase enjoys his food the price is good and the delivery arrives on time .Chase looks healthy and it is easier to change the date or the food you want and the app is easy to use when details need changing”

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Posted 1 year ago

“I find price ok in comparison with shop bought and no carrying it all home. Delivery time is great has always arrived on times stated. Never had to return anything so do not now about returns or refunds. But that can only be a good thing. Customer service is good though do find it hard to navigate web sight to alter order.”

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Posted 1 year ago

“It was so helpful after we rescuing our dog to know the food was selected to help her put on weight. When she had done so we changed the composition to maintain good health and weight . The downside is not knowing exactly which day within the delivery window the food will arrive. Sometimes it’s the day after the requested delivery window. I end up buying more food to fill the gap which undermines the point of the service. Advice: arrange delivery window to ensure you won’t have completely run out of dog food!”

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Posted 1 year ago

It's lovely to hear how well Ray's getting on with her tailored recipe, Sarah; I'm glad she's reached her ideal weight and is in good health! We want your tails.com subscription to be as effortless as possible and convenient, including delivery to your door; I'm sorry to hear this is where we've let you down. We send enough food for 31 days based on Ray's feeding plan, and from checking your account, I can see each delivery has arrived within the 3-day delivery window set on your account, so I wouldn't expect you to run out sooner than that next delivery. I'm keen to look into this and Ray's feeding plan in more detail to ensure your subscription works as intended; I'll email you directly, and I hope to hear from you. However, if you prefer to discuss this over the phone, our friendly Customer Experience Team is on hand to help, and lines are open on weekdays from 9 a.m. to 5 p.m. See how to get in touch here: help.tails.com/hc/en-gb. Thanks, Becca at tails.com

Posted 1 year ago

“So easy to use, lexi loves her food, as a German shepherd she can be quite fussy so this is great. It really is order, sit back and don't worry about ever running out!”

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Posted 1 year ago

“Great food and delivered to my door every month. Great treats and other add ons for your pet. Just a shame you are unable to remove the kibble option online for a month you have to phone up every time you wish to that!”

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Posted 1 year ago

It's lovely to hear you and Chip are enjoying getting his food delivered by us; although it's a shame you're having some issues making changes to your deliveries, Steve. I'm afraid we're unable to remove the dry food from the ongoing orders and keep everything else as it is on your rolling subscription. This is because our wet food has been prepared to complement our unique dry food recipes so we don't offer wet food-only feeding plans. If you’d like to order our wet food and/or treats going forward, you can have a look at our separate shop here: https://shop.tails.com/shop/. You can then pause or cancel your ongoing deliveries from your Dashboard down the page in the Quick Link section if you don’t want to receive any further dry food from us. If you get stuck or have any questions at all, please don't hesitate to get in touch. If you're unsure of how to do so, check out our Help Centre: https://help.tails.com/hc/en-gb Thanks, Esmé at tails.com

Posted 1 year ago

“Absolutely love tails. Our dog loves the food. Never had any problems. Always arrives on time. Takes the hassle out of going to the shops to buy food. Just find the price is too high for us to continue purchasing.”

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Posted 1 year ago

I’m sorry to hear you’re disappointed with our recent price increase, Lyndsay; especially as it sounds like both you and Chester are enjoying our products and service. 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 Chester can continue receiving tailored nutrition. If you'd like to continue with us but are struggling with the cost of Chester's deliveries, you can get in touch with our Cancellation Team on +44 (0) 203 823 6331 and they'd be more than happy to see if there's anything we can do to help. Thanks, Esmé at tails.com

Posted 1 year ago

“Ebony enjoys here food from Tails and we have had no more upset tummies. The part I don't understand is the suggestion to reduce the amount of food I give her. I think she may have lost weight and always appears to still be Hungary”

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Posted 1 year ago

Tails.com is rated 4.6 based on 1,423 reviews