Tails.com Reviews 46,547

Reply from Tails.com

Jun 19, 2026

Thank you for taking the time to share your experience. I'm really sorry to hear that your recent delivery arrived with damaged wet food trays, especially when you were relying on the order before going away.

I can completely understand how inconvenient this was. The last thing we'd want is for you to be left worrying about whether you have enough food for your dogs, particularly when you're preparing to travel.

I'm sorry that several trays arrived in that condition and that the replacement wasn't able to reach you before you left.

I'm also sorry to hear that you've continued to experience split kibble bags. We're currently trialling new kibble bag materials, and your feedback has been shared with the Quality Team at our factory as they continue working with our suppliers to provide a bag that's sturdy enough to withstand transit.

If any items arrive damaged, we're always happy to help and replace them, just as we did with the wet food. If you ever need support, please get in touch with our Customer Experience Team through our Help Centre and we'll do our best to get things resolved as quickly as possible.

Thank you again for bringing this to our attention. Feedback like yours helps us improve both our packaging and delivery experience.

Take care,

D

Reply from Tails.com

Jun 19, 2026

I'm sorry to hear you've ended up with more kibble than you need at home and haven't been able to manage your subscription in the way you'd hoped.

When we create a personalised meal plan, we use all the information on your dog's profile to calculate their recommended portions and the amount of tailored kibble we send.
As the dry food is the tailored part of our service, it can't be removed from an active subscription, and the smallest amount we can send is 1kg per delivery.

To help you use up the kibble you already have, you can place wet food only orders through your dashboard instead of receiving your usual subscription order. This is a manual order that can be placed as needed each month until you've caught up.

I can see my colleague has already sent you instructions on how to do this. If you'd like any help managing your deliveries or working out the best option while you use up your food at home, please let us know and we'd be happy to help.

Take care,

Reply from Tails.com

Jun 18, 2026

Thank you for taking the time to share your feedback.

I'm really sorry to hear that your dog was unwell and that you've lost trust in us as a result. We know how worrying it is when your dog isn't feeling their best.

I can see that our in house Nutrition Team looked into this with you and found that the Hearty Ragu with Beef, Pasta & Peppers trays your dog received in May were the same updated recipe that had already been included in your April delivery. As your dog had eaten the updated version previously without any reported issues, we wouldn't expect the recipe changes alone to have caused the symptoms you saw later on.

That said, when introducing a new food, it's possible for dogs to encounter ingredients they haven't had before or that simply don't suit them as an individual. Every dog responds differently, and we'd be happy to look into this further with you. 

At the time, we offered to refund or credit the trays that you felt may have caused the issue, but unfortunately we didn't hear back from you.

While we completely respect your decision to move elsewhere, we're sorry to see you go and disappointed that your experience left you feeling this way. We appreciate the time you spent with us and wish you and your dog all the very best for the future. If there's ever anything we can help with, or if you'd like to discuss this further, we're always here to help.

Take care,

Reply from Tails.com

Jun 18, 2026

I'm really sorry to hear about your experience. I can understand that it can be frustrating when you're waiting a while to get a response to your query. 

While we've moved away from offering a phone line as part of our standard support, customers can still request a call if needed. We know that sometimes speaking to someone directly is easier for some customers. 

Our Customer Experience Team aims to respond to messages within 1–2 working days across WhatsApp, social media and email, although response times can occasionally be a little longer during particularly busy periods, so we do apologise for any delay.

That said, having three messages go unanswered is understandably frustrating, and we're sorry that this left you feeling ignored. This isn't the experience we want anyone to have when reaching out for support.

I'd like to see if we can offer any support, so I've requested your details via Trustpilot and will follow up via email.

Speak soon
Ellie at Tails.com