Pets at Home Horsham

Very poor customer service. One lady was upset that my daughter wanted to get a new hamster, sadly hers died after 2 years so we promised to get a new one. However lady, at first, didn't want to show us hamsters saying that she would have to wake them up which is not nice!!! So maybe it would be worth to advise on what time you can come to the store to buy a hamster!Anyway, once my daughter had a quick pick and was really happy about the idea of getting a new hamster to love, she went to pick some extras for a new pet. I was asked to show a picture of a cage, which is fair enough, luckily we have lots of pictures. Once I showed the picture of our large cage, the lady (older ginger lady) told me that this is too small and it is only good to start with. I was a bit shocked as we bought this for the first hamster and were told by the shop assistant of that shop, that the cage is perfect for our Syrian hamster. But that lady was saying that it was good 2 years ago but now I need a bigger cage as per store regulations. I have to say that I felt a bit weird...seemed that each time you would like to get a hamster you need to buy a new cage for it! 5 times more expensive! We have a nice large cage and an Xl cage does not make such a big difference when comes to the measurements. But ok, I thought that we can buy a bigger one, we have space, but I would like to get a secondhand one, as I bought our first cage from Pets at Home, and now they are telling me that I need a new one, and it seemed too expensive. Seeing my daughter really upset about the whole situation I told her that as the lady suggested we can get a hamster but needed a bigger cage once our hamster will get bigger. As I was told that our cage is only good for the first few months. But then the lady turned and told us that actually, they won't sell us a hamster as it would be stressful for him to change the cage after a month. I could believe what was happening. She added that we can only get a hamster if we will buy a new cage! but that store is still selling the cage which we bought from them, advising that it is perfect for Syrian hamsters! In front of them, we went on their website and put a Syrian hamster cage and our cage come up as the first one! But the 'manager' said that they will need to update it on the website.... but of course, no idea when it would be done! On the shelves, you can see the same cage as ours saying for Syrian hamster! Next, my husband googled the size of the cage for a Syrian hamster on the government website. And our cage was absolutely fine! But they kept saying that they have their own regulations! Couldn't show us it anywhere, as their website says sth different .... I could not believe that this was happening.We decided to leave and never ever go back again there. We are telling everyone about how they are treating people so people can buy what they need from a different store. Very disappointing!The good thing is that we got an amazing lovely hamster from a different store the same day, with no problems at all. We were served in a very positive and friendly way in Crawley Pets at Home store and we could not recommend them enough!We all love the new hamster and it has a lovely forever home at our place.

I called in yesterday to collect cat food and was served by a very helpful and informative lady (I think she was called Vanessa) who was incredibly patient while I filled in my details for a members card that she had recommended. It saved me money at the till. Thank you

Easy shop to walk freely around, every think in there you will need for any pet you may own, loads of different varieties to choose from if your pet is fussy lol.Plenty of walks way, friendly staff. Helpful staff. Loads of parking.

Quite small and was a struggle to find the items we wanted as not much on shelves, staff were very helpful with setting up the app for discounts

Staff are lovely. It's one of my dogs favourite places!

The staff's friendliness and helpfulness create a warm atmosphere. During our visit, the store manager, in particular, stood out with their patience and personalised assistance.They took the time to guide us through choosing our new furry friend and helped explain our pet's needs. A real dedication to customer satisfaction and making sure the animals get what they need. It made for an enjoyable experience. If you're seeking a pet shop that combines exceptional service with a genuine love for animals, Pets @ Home Horsham is the perfect destination.

I visited with my Husky (Zuri), to enquire about grooming.Shaune (deputy manager), was amazing. Professional, Knowledgable and incredibly helpful (6 stars!). Her appriciation of the product range impressive! I wish other stores had such staff. Pets at Home a great store, made special by their deputy manager! 11 out of 10. Ian. H

Reasonable selection for animals or creatures food and other products. Costs for products could be cheaper. Staff serving at checkout are not particularly friendly which is disappointing.