Petlog  Avis 5 053

Relatively quick to answer call; Kay was very understanding and helpful. Quickly verified that I was the genuine owner and explained the process whilst amending the contact details

Don't bother using this service. They're another company moving to a scam subscription model under the guise of "but people forget to update!" as if an annual email asking for an update of details wasn't possible. Fine if you need more money as a business, but at least show transparency. On that note, please write this on your website. To have to look at other 1 star reviews to find out about this move to a subscription-based model is laughable. So I've paid a one-off (already expensive) fee for one year's worth of service, when that is not what I signed up for. Please everyone, do avoid.

Was very pleased with the service i got today from chloe from petlog . My mum had past away and i took her cats on she transferred them into my name and as we had moved changed that too with sympathy and respect thankyou

Tegan R handled an emotional and delicate situation professionally and with absolute sensitivity. Thank you for helping me in transferring my pet to me in a diligent, correct and procedural way. You are an asset to the team and I am grateful for your help.

The customer service team is brilliant. I raised a concern and they were able to resolve it quickly and efficiently for me.

Very helpful, and friendly but professional..

Lauren was fantastic, so friendly and professional with her help updating our cats details

Amazing service and support, very knowledgeable and super helpful

Quick, efficient and straightforward 😊

The lady i spoke to was so caring and professional. She was calm and explained everything

I'm having an absolute nightmate with this company. After paying £39 they've managed to delete all information for one of my pets. I'm now trying to add another one and, despite many phone calls and emails, I've still not got any further. I keep getting fobbed off with "we're looking into it and will call you back". Nothing ever happens. My advice would be to use another company and avoid this joke of a company.
Update: I've had enough so I'm now trying to transfer my other pets microchips out of their database to another company but the department that deals with this is "unavailable" and someone will "call me back'. I'm fuming, how can a company be so incompetent?!

I have just adopted another cat from UAE and I called to register his microchip. The last time I registered my other 4 cats, the cost was £19.99 each. The agent I spoke with was unable to explain why the cost of registering a new microchip had DOUBLED in price despite me asking twice. She waffled about renewals etc. but it wasn't a satisfactory answer. I would like to make a proper complaint and escalate this however I cannot find the correct link to do this.

Cerys at Petlog is ultra efficient. She's well mannered and friendly. She sorted out my problem in 5 minutes. If you need to deal with Petlog , ask for her.
I was very impressed with her commitment to getting the job done properly.

Awful company. We recently adopted a cat from a rescue centre and wanted to apply for transfer of keepership. Like many other people here, I was horrified to learn that you are funnelled into a £39 subscription service whether you like it or not - no option to simply pay a small admin fee (like other companies) or to even opt for their more basic plan which costs £15. Website was a total shambles too, all designed to force you into paying for their "premium" service.

I contacted Petlog over six months ago to update my mobile number and address through my online account (Ref: CAS‑523874‑L9N9L4). I received an automatic email confirming that someone would be in touch, but I have had no further contact since then.
I’ve tried calling the support line (01296 336579) several times and was kept on hold for a long period, even though the system said I was next in the queue. I still have no confirmation that my details have been updated.
It’s extremely concerning, as my biggest worry is that if my dog ever goes missing, the microchip details may be incorrect and they may not be able to reach me. At this point, I am considering having my dog re‑chipped with a different provider.
If you are a new pet owner, I would strongly advise avoiding Petlog. My experience has been very poor, and the service has been effectively unusable.

Update: Petlog requested additional information following the initial review which I provided on the same day. Since then, there has been nothing from them but a reply to this review that they tried to contact me to obtain details and received no response which is untrue. I have also tried to call them several times since the review and have had no luck. Probably the worst organisation I've dealt with that has no customer service and tells lies.

Atrocious "organisation" & I use the term loosely.

After the recent unexpected death of one of my dogs I went to log into my Petlog account to register this, only to find my entire account blank & all of my details missing. Something which I can see from both these reviews, & their abandoned social media pages, which are also chock full of comments full of complaints from customers who have had the exact same shocking experience, is not at all unusual.

Not only did my account contain the usual basic information, but I had also spent the time uploading photos of all of my pets, & entering more detailed information for them, since at the time I paid for their Premium account a "Lifetime" one off payment for each of my pets, it was all designed to help return them to me should they go missing. With this came an online account I could access which contained all of this information, & where I could update their info FOREVER, as part of the "Lifetime" membership & for which I paid an additional fee for each of my pets.

I can see from reading complaints in comments that Petlog deleted everyone's accounts in June 2025 when they surreptitiously & deceitfully introduced annual charges, & are now falsely informing people on here that they no longer have any online account because they are on the "basic" account & that any changes of details will cost a £15 annual fee, the complete opposite of what we paid for, whilst simultaneously also telling us that our accounts will be back up & visible soon.

It is also abundantly apparent that in Petlog's move to surreptitiously introduce annual charges, where before their charges were one off "Lifetime", they have deleted all of our online accounts, but instead of telling us this, they are literally ignoring us & then when we are forced to confront them, they simply lie to us to get us off the phone. Neither do they give any tosses about the fundamental deceit of taking people's money in good faith offering them a service for a "Lifetime" one off payment & then surreptitiously moving the goalposts & changing the terms & conditions & now offering us literally nothing, deleting our accounts, totally ignoring us having taken our money & basically waiting for us to get sufficiently annoyed & go elsewhere.

It is now coming up to a month since I reported this to the entity purporting to be Petlog, & thus far all I have received is an auto response telling me they have received my message and will get back to me. No human has responded. Literally a MONTH has gone by and I have not received a response from whatever this thing is calling itself Petlog.

After weeks of this & hearing nothing, I was finally forced to call them, to be met with a lackadaisical thoughtless staff member, who behaved as if it was all perfectly fine, & placated me with utter nonsense about how none of it mattered, how deleting people's entire accounts didn't matter, because they "still had the microchip certificates from where you registered years ago" as if that made it perfectly okay then, & completely ignoring their customers when they reported these issues was also okay.

I was then dismissed, placated and lied to, and told that they "guaranteed" my account would be back up & visible by Monday, 3 days away, when it quite obviously would not, they knew it would not, because they have deleted all of our Lifetime accounts because they are now charging an annual fee & only giving accounts to those who pay it, & when I questioned this, treated as if I was being unreasonable. In a completely unsurprising non twist, my account was not back up on Monday. My account is still not back up, & it never will be back up, because these people are liars.

I have still heard nothing from this appalling excuse for a "company" & I am now having to waste time & energy I don't have looking into reporting them to Trading Standards, because the Royal Kennel Club, who own them take no responsibility for their actions, and Identibase who run them also do not answer emails, but I have no option, when they do not do what they should be doing. Taking people's money for a Lifetime online account and then deleting their accounts is not honouring the service they signed up for and paid for, it is simply taking people's money.

There is literally zero excuse for this behaviour. You have had a month now to respond to me & it was literally the very least you could have done, & instead you have completely ignored me & clearly many many other customers, & abandoned all other means for people to contact you, the comments speak for themselves.

You put utter nonsense on your website about how pet owners can trust you with their pet's information. Really? Can they? It actually would appear we cannot.

As it stands, I cannot, do not, & should not have trusted you. Put that on your website & it will be far more accurate.

My cat has not returned home. I visited this site today and then called the lost/found numbed, only to be met with a barrier each time. Despite receiving confirmation of my cat's microchip number existing on your database, the phone call's subsequent automated message repeated itself incessantly every second or so to the point where it became obvious no-one was going to answer: no-one should be expected to tolerate that barrage of noise, especially at such a distressing time.

If that wasn't enough, the web page for reporting lost animals couldn't be accessed. For some reason, I was stuck on the account page and expected to pay almost £40 per cat (x2) to transfer ownership, despite having had the animals for almost 2 years - I paid a fee upon registration in 2024. I have received NO annual reminder of a yearly continuation fee, if one was expected.

You say that this service provides for the reporting of lost/found animals: well, I want to report that what happened today bordered upon the mercenary. I am now effectively prevented from reporting my cat missing until after the BH weekend; that's 3 days!!!

Thanks for nothing.

I want to add the following: I just entered my cat's chip number to see whether it has been found and reported. I could not view this because I need to access my account to check. How can this be defensible? If an animal goes missing, anyone should be able to check if it's been reported. This can only speed up the process.

It seems this is another revenue-forming scheme at the expense of animal and human. How can this be right? Especially during holiday periods when access is limited. This is indefensible!

If my cat is missing, I should be able to access the necessary information without the need to access an account. The KC needs to review this mechanism, quickly. How many pets are going missing and unreported because the system set up to reunite animal and human is so troublesome as to be a deterrent?

UPDATE: My cat returned home after some 14 hours. While this is a positive outcome, it could easily have gone the other way. I am in contact with PL about this. Further info may follow...

Think twice before registering your dog with them. I paid for a subscription a few weeks ago, and my profile remains empty. They ignore all emails, and there's no support after payment. If you want peace of mind that everything is fine, avoid Petlog.

If I could award a zero I would! Petlog has been a nightmare to deal with after the death of my very close friend. Arrangements had been made for another friend to take on the care of her elderly dog. All pre-arranged with my late friend. When we tried to update the dog's Petlog details the new owner was made to pay to update, but then nothing has happened since. This lady obviously had explained what had happened to our friend, but clearly the system isn't set up to deal with such occurences, as frequent as they surely must be. A letter was send to my late friend saying a request for change of ownership had been made. As the Executor, I picked this up, replied to Petlog's request for information on the situation and I attached a copy of the death certificate and gave my contact details. Had an almost immediate automated response saying Petlog would be in touch with me. Yes, they were, but 9 days later when I received a very curt and dismissive email stating that they had written to the registered owner and she hadn't replied (she died a month ago) and nothing I had sent them helped. Completely dismissive, ignorant about dealing with a bereavement and clearly absolutely no joined up thinking within the system. Abysmal and unhelpful. I tried to add comments online to progress with our altering of details, but nothing helped so I gave up.
What a totally infuriating company.

Very helpful person at the other end of the phone. Also extremely efficient