Pets at Home Bolton Horwich

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Reviews

1. Naaznin Vander ★☆☆☆☆

   Completely lost my faith in not only the Horwich store, but the entire Pets at Home brand. Recently, I rescued three fish (two goldfish and one black moor) from someone who was going to flush them down the toilet. One of the fish didn’t look well, so I went straight to Pets at Home for advice. I was given treatment for the unwell fish and told I needed a bigger tank. Fair enough. I returned the next day and, following the advice of Abbie and Cameron, purchased a 64L tank and a full new setup. I was assured this would be suitable for all three fish. I trusted their guidance — after all, your brand claims that staff undergo months of training in animal welfare. Unfortunately, one of the fish didn’t survive. My autistic daughter is devastated and confused about why her third fish is suddenly gone. So today (Sunday), I went back to the store to replace the goldfish. To my shock, I was refused a sale, because I was now being told that I apparently needed a tank more than twice the size of the one I purchased yesterday — the tank your own staff recommended and sold to me. WHAT EXACTLY ARE YOUR STAFF DOING? I spoke to the manager, who offered no apology, no accountability, and absolutely no guidance on how I’m supposed to resolve the situation with the tank I was wrongly sold. Instead, he told me to buy smaller fish and put them in the “smaller” tank — the same tank I was told was large enough only a day earlier. I don’t want smaller fish. I want to know why I was misled and what I’m supposed to do now. Money wasn’t the issue — the wellbeing of the fish was. I followed every instruction I was given by your team, and now I’m £150 out of pocket, stuck with a tank I can neither return nor exchange, a dead fish, and a very distressed daughter. I’ve been part of your Pets Club for years, but this experience has destroyed my trust in your brand. The complete lack of responsibility, consistency, and compassion from the Horwich team has been deeply disappointing. I will be taking my custom elsewhere from now on. Pets at Home has completely lost my faith and confidence.

   almost 3 months ago
2. Stephanie Lovell ★★★★★

   Went today to pick up some bust for our new kitten. We got to the counter to pay, the lovely lady called Becky behind the till managed to get us our kitten food for free as we signed up to the pets club. Fantastic shopping experience!! She was super helpful and showed us how to use it and save money. If the manager reads this please inform her she was amazing.

   almost 5 months ago
3. Rachel Partington ★★★★★

   My children took part in the Pet Pals workshop with Dawn (I think she was called) in August. She was wonderful, very good with the children and gave them lots of information about the various pets she brought out and let them hold. Would definitely recommend the Pets Pals workshop. Thank you for a great experience.

   almost 6 months ago

1. Sharon Coleman ★★★★★

   The groom room girls are amazing ! I’ve been bringing Dexter (Dachshund) here for a full groom around every 5 weeks since he was a puppy and he’s 5 now ! They are all amazing with him and put him at ease . Lorraine is always helpful and professional . He comes away smelling gorgeous and he’s always happy ! I wouldn’t take him anywhere else Thank you !

   almost 7 months ago
2. Lisa Merrifield ★★★★★

   Amazing customer service and pet care received by Dawn from Pets at Home in Horwich. I went in to purchase a new small animal water bottle for my Guinea Pigs set up. There were 2 gorgeous Guinea Pigs in their adoption centre that needed a forever home. Dawn gave me all the information I needed, I was thankful for their backstory and care needs. I took into consideration the other Guinea pigs I already had for the bonding process. I felt Dawn took her time to answer all my questions and made sure that the Guinea pigs I wanted to adopt went to a loving home. She asked questions about my set up and made sure I had arrangements for if they didn’t bond with my other Guinea pigs. Thank you to Dawn for everything you’ve done and the service and care. Our Guinea pigs are all settled together and bonding process has now begun.

   1 year ago
3. Tabatha Wright ★★★★★

   We went here to get quite a few things for our dogs. Dominic served us at the till and went above and beyond, saved us money and even got someone to go get us a trolley. Wonderful customer service.

   almost 3 years ago

1. Enslaved Emperor ★☆☆☆☆

   I have nothing against people working at shop. Just why the hell prices not say they are VIP. I see white price labels with prices. It says nowhere that price is only for vip members. Absolutely gutted item costed £5 more. I would not buy it. Take example from Tesco there is very nicely written what is prise with tesco card and without. Feeling conned. But after waiting almost 10 minutes i queue I just was lazy to not buy it

   almost 3 years ago
2. Aquarium Obsession ★★★★★

   My wife and I adopted a dog yesterday and travelled up to pets at home late on yesterday evening, as we were looking around for the essentials we needed to be ready for when our dog arrives, we were unsure of the dog crate we required so asked for some assistance, this is where we met Leah, being from a management background I could tell that she was either relatively new to the job or lacked a little confidence, Leah you needn't of been nervous you answered all of our questions fantastically and even upsold us a few items as we were going around the store, fair play to you, you are a credit to the store and we really appreciated your help, hopefully these reviews are read and recocognised by your management team, these days people are quick to put a bad review on but won't go to the effort to send praise when it's due, so well done Leah and thanks again . John & Ashley

   almost 3 years ago
3. Mr C ★☆☆☆☆

   Went to que for the animal food as I got to the till they asked me to go to another que and line up again . I went to the other que and waited got to the till and they again asked for us to que again in the same place that I had just waited in . How can a shop not have a way to simply allow customers to pay for their items . Really badly organised and the person at the till was really unhelpful.

   almost 3 years ago

1. Holly Melling ★★☆☆☆

   I rang up to ask about a rabbit id spotted in the adoption section, i was spoken to so poorly and abruptly. I asked how old the rabbit was and was told “it should matter to you about age, they should all be loved equally”. Disgusting way to speak to customers as i am entitled to know information before i buy.

   almost 3 years ago

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