Pets at Home unveils ‘customer centric’ concept store in Brentford
Pets at Home has unveiled a new look Pet Care Centre format in Brentford as part of its current investment in new concept stores.
The retailer has spent over £1 million in refurbishing, enhancing and futureproofing the new Brentford Pet Care Centre, including expanding the space from from 9,000 to 14,000 square feet.
The store features a dedicated Nutrition Hub, with an increased range of fresh, frozen and raw food options, and an expanded health centre to easier for customers to manage their pets’ everyday healthcare needs. There is also locally owned Vets for Pets practice and an expanded Groom Room.
Brentford marks the second new concept Pet Care Centre opening following the launch of the first in Hull in July. A further two concept locations in Kettering and New Malden are scheduled to launch later this year.
Test and learn
The new concept design is being trialled across the four stores with each representing a different format, from small store to flagship, as the retailer looks to create a concept designed to deliver a “truly customer-centric” experience. A test and learn approach will be taken to inform future store openings and successful features will be rolled out across the wider Pets at Home estate.
Kathryn Imrie, chief consumer officer of Pets at Home, said: “The opening of our brilliant new look Brentford pet care centre represents a strategic milestone for Pets at Home as we continue to build the world’s best pet care platform. Brentford seamlessly connects the Pets ecosystem, providing a fully integrated pet care experience and really bringing to life the benefits of being part of the Pets Club.
“We are committed to always innovating the way in which we deliver products, services, guidance, value and convenience to meet the needs of pet owners at every stage of their pets’ lives and our investment in Brentford reflects our ongoing commitment to the consumer experience, which will help to inform our future store strategy.”
