Primrose Hill Pet Pavilion

I’m afraid this lovely old neighbourhood pet shop has changed ownership and gone downhill since. I won’t go into detail here on the stock, marketing or other issues but it needs a complete re-think

I’ve been a customer of Primrose Hill Pets for over a decade. Since they’ve recently been taken over by Pet Pavilion, they’ve drastically cut down on the range of food options for cats. An entire wall dedicated to dogs though. My cat isn’t an especially fussy eater and used to enjoy the full range of kibble options - and actually ate the “light” options with gusto and without batting a furry eyelid. Now they seem to only stock Catagen, which I’ve bought three bags of now, all different, all of which my cat won’t eat. It’s not only a frustrating waste of money to me, but when I’ve mentioned this to the shop assistants, they’ve said that other customers have complained about exactly the same thing! I actually asked for the email address of whoever makes the stock buying decisions and was told they don’t have it (?!) and that they hardly ever see him. So now I’m going to have to find another supplier and you’ve lost a long term, local and loyal customer. Annoying and disappointing. The staff are actually nice, however, hence the two stars…

I have three dogs, two of them very nervous rescues. The groomer here looked after them as if they were her own. The dogs were all relaxed and looked brand new when I collected them!
We even got to do some Christmas shopping in the new and improved store and I stocked up on some of their favourite treats!
I’ll be back! Thank you for being fabulous!

Visited this place to buy some essentials for a puppy. Had the pleasure of being assisted by Duncan who was extremely helpful considering I’m a new dog owner. He advised me on what I needed now and what I should consider to buy later on. Did not try to push me to buy more than I needed. Customer for life. Highly recommend. Thanks again, Duncan.

Really friendly staff and the trim looked great. However, our dog was extremely anxious for hours following and he hadn’t been with other groomers in the past. He wouldn’t touch his treats when we tried to settle him which was extremely unusual behaviour and was quite nervous for 24 hours. His eyes were also so irritated leaving that he couldn’t make it a full block without pawing at them.

It's Christmas and let's not forget to offer our pets the best!

I have been going to Primrose Pets for 15 years. It has recently taken over by Pet Pavilion. I took my cairn terrier for grooming today. It was a disaster! My dog is traumatised by the experience. She has never been like this before following a grooming session. The cut was nothing as I asked for, she is a terrier not a lap dog. I specifically told them I didn’t want a contrived looking cut, and that is what I got. They then charged me £97.00 for the experience. If you love your dog avoid them at all costs..

I have been a regular customer of theirs for at least 10 years and whilst Antonio worked there I was very satisfied, but unfortunately he left. They have 2 relatively new Groomers, Dror and Connor and they are both useless. My dog after nearly 2 hours, should have been no more than an hour, came out looking like a skeleton, even after my housekeeper who took my dog in and I on the phone gave them strict instructions as to what we wanted, not rocket science, they obviously have no artistic flair like Antonio, and just shaved her completely, which is not what I wanted at all. My dog was in a terrible state after this ordeal shaking like crazy completely stressed out and particularly under her stomach he had shaved her down to her skin, she was red raw. I paid £55 was the pleasure of this torture and when I rang the owner the same day to complain, she wasn’t very sympathetic and never offered me my money back. This is not the way to retain loyal customers.