Pets at Home Bristol Eastgate

"I'm utterly disappointed & quite frankly appalled by the way my partner and I have been treated today at the Eastgate Pets At Home store Bristol. The manager of this store approached us at the till where we had just finished having our items scanned and accused my partner of stealing; She was very confrontational and said “I know you’ve got dewormer in that pocket right there” pointing to my boyfriends trousers. He then emptied his pockets, no stolen items but somehow he wasn’t believed. I understand sometimes employees may have suspicions or even misread situations however this was not the way to go about it, she was certain. Not only did we have her accusing us but then the employee serving us, James, swiped the items that had been scanned onto the floor, crossed his arms and began making rude remarks. As well as this, we had another employee turn around from the till on the Opposite side and too get involved. This escalated the situation further as now there are 3 employees against my partner, which I’m sure you can understand is not helpful whatsoever. It was extremely unprofessional & really quite hostile. My partner then asked for the manager to check the CCTV and before going to do so she made a comment along the lines of “I don’t need to, I saw you put it in your pocket” Yet again another example of extremely unprofessional behaviour, something you don’t expect from the MANAGER of the store. While we were waiting for the manager to return from viewing CCTV, James started to almost transform into a new character using heavy slang and physical gestures; it seemed like a form of intimidation. This then created an argument between my boyfriend and James even further escalating the situation. Simultaneously, the other employee (didn’t catch her name) turned around again from serving someone at her till and got involved, I think she may have been trying to tell my partner to calm down but the manner in which she attempted this made it even worse. There were also quite a lot of people in the store which was embarrassing. When the manager returned she noticed James mannerisms and repeatedly said his name (which is why we know it!) and he eventually stopped. The manager explained she couldn’t tell & didn’t have enough evidence to say anything had been stolen and then my partner asked for an apology which she gave hesitantly. My partner explained how he felt disrespected and that this whole situation was unnecessary to which James piped up again calling him “Disrespectful” and other words I can’t remember, even after they had been proven wrong. It was a very stressful event and could have easily been avoided had the managers accusation been a bit more gentle or a bit less of an accusation and more of a conversation. We left without getting any of the items we came for (a very big sale) and instead were left with negativity and a bad start to the day."

"They groomed my dog!, I didn't even ask them too... I only went in for a fish... Still I thought it was class."

"I was absolutely disgusted to see how vile the environment was in the fish tanks. There were two Betta fishes in tiny tanks next to each other where they are slowly dying. Their fins are literally rotting because of how dirty the tank water is kept and lingering at the bottom of the tank which implies how unwell they are. How sick you must be to treat an animal like that, regardless of how small they are. None of the tanks were clean and all of the fish are cramped together in very unfit conditions. How you get away with it baffles me and how you can happily work in a place like that is beside me. Please don’t support companies like this because it’s so unfair to the animals lives. I won’t be supporting a company like this ever again. Vile."

"The staff are lovely and make sure you are looked after....however getting out of Eastgate carpark was appalling. It took me just over an hour..not designed well at. Has to be the worst experience ever..whoever designed it needs to be stopped from designing more or shot.."

"Shopped here a bunch of times for things for our cat over the past few months. I'm a first time pet owner and had some questions during my visits, always received helpful assistance and was treated well. I've been ordering supplies such as litter through the app regularly and with an issue with a current delivery called the store for help, alas they can't help with distribution centre issues but the person on the phone was genuinely apologetic and tried to help me as best as she could. All in all 5* for the store. Recently Pets at Home have switched from DPD to Hermes/Evri for deliveries and this is my first order since the switch. Hermes are, of course, total bandits, and because of this I'll probably switch from Pets at Home to a different company if I can find similarly cheap litter elsewhere. Not a problem for the store, but hoping that somebody at HQ will be reading this!"