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Pets at Home emphasises the ‘importance of the store’ to omnichannel retail

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Pets at Home chief executive Ian Kellett today pointed to the importance of stores to a business that saw omnichannel revenues grow by 80% in the first four months of its financial year, compared to the same time last year.

Around 60% of omnichannel income at Pets at Home , a Top50 retailer in IRUK Top500 research, involved a store or help from a member of staff at some point. That might be through click and collect or order in store services, or when using subscription services.

Kellett said: “We have strengthened our omnichannel capabilities substantially, with subscription services, Order-In-Store and Click & Collect performing particularly well. This underlines the importance of our store environment where customers benefit from products, services and colleague advice.”

The comments came as the pet retailer posted group revenues of £256.5m in the 16 weeks to July 20. That’s 5% up on the same time last year, while group like-for-like (LFL) sales, which strip out the effect of store openings and closures, were up by 2.7%. Within that, LFL merchandise sales were up by 1.5%, services were up by 10.5%, LFL. Omnichannel revenues grew by 80%.

During the period, the business opened five Pets at Home superstores, two Vets4Pets practices and six Groom Room salons, and said it was on track to meet full-year ambitions to open 10 superstores and between 40 and 50 vet practices and grooming salons.

Kellett said that the business was also working to a strategy of everyday lower prices while moving away from short term promotions. “We remain encouraged by the overall response to our pricing changes and by the number of both new customers and those we have welcomed back,” he said. He added: “Whilst it is still early in the year, the financial outlook is in line with our expectations. We are confident the investments we are making to grow our veterinary business and to reposition our pricing and deliver everyday value for our customers are creating a strong platform for sustainable future growth.”

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