Tails.com Reviews 46,542

Reply from Tails.com

Jun 12, 2026

I'm really sorry to hear about your experience and can completely understand why this situation has left you feeling frustrated and disappointed.

When you signed up for the trial over the phone, it should have been made clear that after the trial box, the subscription would continue onto monthly orders unless cancelled. You should also have been advised of the ongoing cost, when the next order would be due, and that you could cancel at any time. 

I apologise if this wasn't explained clearly, as it's understandable to be concerned when a payment is taken unexpectedly. I'd be keen for our team to review the call so we can identify whether any additional coaching or training is needed.

To help avoid any surprises, reminder emails are sent before each upcoming order is processed. These confirm the next order date, the cost of the order, and provide an opportunity to make changes or cancel before payment is taken. However, I appreciate your concern that the subscription terms may not have been made clear enough during the initial sign-up process.

I've been able to cancel the order we've taken payment for and issue a refund. I can also see that your subscription is now cancelled, so we won't process any further orders. I can see that your email came through this morning, so I'll reach out shortly to confirm this and see if we can do anything else.

Speak soon
Ellie at Tails.com

Reply from Tails.com

Jun 10, 2026

Thank you for taking the time to leave a review.

I'm really sorry to hear about the issues you've experienced and completely understand your frustration.

We recently updated our wet food range to introduce new options with improved flavours and nutritional benefits. As part of this change, a small number of recipes were discontinued. Unfortunately, during this transition, a technical issue on our side temporarily removed all wet food selections rather than just the discontinued options. When the wet food products were added back to affected accounts, an incorrect selection was applied in some cases, which led to some customers receiving different wet food than expected.

I can see our Customer Experience Team replied to you this afternoon and have now arranged a replacement for you. I'm sorry again for both the mix up and the delay in getting back to you.

If there's anything further we can help with, please do reply to our team and we'll be happy to assist.

Take care,
Dylan at Tails.com

Reply from Tails.com

Jun 10, 2026

Thank you for taking the time to share your experience. I'm really sorry to hear you've been left feeling this way.

I'd like to reassure you and that all customers can cancel their subscription at any time directly through their Tails.com account. We know how important it is that dog owners remain in control of their subscription, which is why the process can be completed online in just a few simple steps. Simply log in, head to the Account section, scroll down to the cancellation link, answer a few optional feedback questions and confirm the cancellation.

I'd also like to clarify that there's no need to contact your bank to stop a subscription. Once an account has been cancelled through Tails.com, no further subscription orders will be made. 

I'm sorry if you felt your messages weren't being responded to. We reply to all customer enquiries and aim to respond within 1 to 2 working days during our opening hours, Monday to Friday. The quick response you mentioned would most likely have been an automated acknowledgement email, which includes helpful information and directs customers to relevant Help Centre articles, and if that doesn't help your query will be reviewed by our Customer Experience Team. All enquiries enter a queue and are answered in the order they're received, regardless of the reason for contacting us.

If you didn't receive an automated email or a reply from our Customer Experience Team, I'd really like to understand what happened. I can assure you that any delay would not be related to your wish to cancel your subscription. We completely understand that customers may need to cancel for a variety of reasons and we're always happy to help make that process as straightforward as possible.

I've sent you a private message via Trustpilot requesting some account details. Once I hear back from you, I'll follow up by email to make sure your account has been cancelled and answer any questions you may still have.

Take care,