CLICK AND REGRET

 What Customers Think

We've applied our text analytics model to your Trustpilot reviews to identify the broad themes that reviewers discuss and within these more specific talking points. This is shown in the chart below. The chart also shows the average rating given when the review contains this topic.  Your overall Trustpilot rating is also shown for context.

Trustpilot reviewers are particularly positive about Pets At Home when their experience is smooth and hassle-free. The highest ratings are associated with mentions of “Issue free” experiences, followed closely by satisfaction with “Delivery” and the “Helpfulness of staff.” These topics all score well above the brand's overall average Trustpilot rating, suggesting that efficient service, reliable logistics and friendly, supportive staff are key strengths that drive customer satisfaction.

On the other hand, the lowest-rated topics highlight areas of concern among reviewers. “Out of stock,” “Delivery charge,” and “Email Customer Services” all receive significantly below-average scores, marked in red, indicating consistent frustration. These issues seem to be particularly detrimental to customer experience. Adjacent grey bars—such as “Refund,” “Cat supplies,” and “Dog supplies”—also score below the average, though not as poorly, suggesting that operational hiccups and limited product availability contribute to negative perceptions even if they aren't the most serious complaints. Together, these patterns indicate that while customers appreciate smooth transactions and helpful staff, they are notably disappointed when stock issues, added costs, or slow service get in the way.

Average Trustpilot Rating Given When Theme Mentioned In A Review

What's the matter with Click & Collect?

The “Click & Collect” service at Pets At Home, while not among the very lowest-rated topics, still receives below-average Trustpilot ratings - highlighting a notable pain point for customers.

A recurring issue involves customers ordering items online under the promise that they will be ready for collection within an hour, only to later receive an email stating the item is out of stock. In some cases, customers aren’t informed in time and arrive at the store expecting to collect their order, only to be told it’s unavailable. This disconnect between online stock visibility and actual store inventory creates frustration, inconvenience, and a sense of being misled, all of which erode trust in the service and contribute to lower ratings.

This issue appears closely linked to the most negatively rated topics of “Out of stock,” and “Email Customer Services,” as it often results in further delays, disappointing customer journeys and the need for reactive support.

What to do next

To improve the situation with Click and Collect, Pets At Home should focus on real-time stock integration between their website and physical stores, ensuring that availability shown online accurately reflects what is actually in stock. Additionally, setting more realistic collection timeframes or confirming item availability before promising rapid pickup could help manage expectations. Proactive communication—such as instant alerts if an item goes out of stock post-purchase would also reduce customer inconvenience and rebuild confidence in the Click and Collect process.