ComplaintsforPetco Animal Supplies Inc

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to return a fish that had died that I had bought a couple of days ago. The Kesher told me that I could no longer get another fish until I brought in a water sample. I was just happy to get mine. Refund, and so then she tells me oh no I can't do your refund either. Because you got it at another store. I demanded to talk to the manager because I knew that that was a lie. He took care of me and apologized. Then I came back to get my fish with a water simple, and they had obviously been talking about the incident because the way I got treated was appalling. I could not believe it. I asked if they had koi fish, they said no. goldfish, they said, do you have a big enough tank? I said, yes, I have a pond. She said, oh, these are not pondfish, because it gets too cold. Obvious lie. Since they live in ***** icy waters. She proceeded to reluctantly get my fish until apparently there was a tornado alarm that I didn't hear. She tried to kick me out into the storm. I said, can I at least get my fish. She said fine. I picked another two fish from the tank right next to her. I went to check out , those other 2 fish. We're charged at eighteen dollars apiece, and got rang up as koi fish, I told the cashier lady to please go check with the girl who had helped me out as she said there was no koi. There must be a mistake. I knew it was all malicious retribution so i started recording. When she came back reassured me the 1 inch fish are "large koi". So then I went back there and confronted the lady who had been giving me such a hard time and discriminating against me and causing me serious public shame and embarrassment. I confronted her about how she told me she had no koi she said, oh I thought you meant another type of Koi. i checked the price tag from the tank . EXPLANATION FOR CHARGING ME 2X MORE ? "prices change" LEAVE DURING THE STORM ? "IM NOT IN CONTROL OF THE ALARM"reluctantly, she went and checked me out herself W terrible attitude AND LOTS OF ATTNT ON **.

  Business response

  11/10/2024

  Dear ****** ****** ****** ****,
  
  This communication is in response to your Better Business Bureau case #  22528550.

  I hope this message finds you well. I want to extend my sincerest apologies for your recent experience at our Petco store while purchasing a fish. Your feedback is invaluable to us, and I appreciate you taking the time to share your concerns. We have taken your complaint seriously and have forwarded it to the store manager for further review. After discussing the matter with the team present during your visit,they have provided their statements regarding the incident. It is clear that they were doing their best to manage a challenging situation.

  After a thorough review of the circumstances, we have concluded that there were no signs of discrimination or prejudgment displayed during the encounter. Nonetheless, we understand that this incident may have left you feeling uncomfortable, and we sincerely apologize for any distress it may have caused. Your satisfaction is important to us, and we strive to ensure that every customer has a positive experience in our **********************. We appreciate your understanding and hope you will give us another opportunity to serve you better in the future.
  
  Thank you.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

• Initial Complaint

  11/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to express my sincere appreciation for the exceptional grooming services provided by ***** *. at the Petco in ************ (*********). ***** groomed my ********************** animal, SerVice WithA Smile (Bubbles), on November 6th, 2024, at 6:45 am.***** consistently goes above & beyond to make both *********** feel welcomed & valued. He has a gentle and patient demeanor that puts Bubbles at ease, & his attention to detail is remarkable. Bubbles always looks & feels fantastic after a grooming session with *****, and I trust him completely with my furry companion. He is a true asset to your team and the primary reason we continue to choose this Petco location for Bubbles' grooming needs.Unfortunately, my experience at the register during checkout was in ***** contrast to the excellent service provided by *****. *****, the cashier, was unhelpful and dismissive when I inquired about a price discrepancy compared to our previous visit. His response, "I don't know what you got last time," followed by silence, was unprofessional and unhelpful. Instead of offering an explanation, attempting to look up my purchase history, or seeking assistance from a manager, he simply pointed to the price on the grooming receipt. This was particularly frustrating considering I was the only customer in the store at the time, and a team member, who appeared to be a member of management was within earshot of our interaction.Upon exiting the store, I observed ***** speaking with the team member who appeared to be a manager. It was disheartening that this individual did not intervene during the checkout process when it was clear that ***** was unable to address my concerns.While I am incredibly pleased with ******* grooming services, the negative checkout experience with ***** and the lack of support from the apparent manager left a sour note on an otherwise positive visit. I hope this feedback will be used to improve the customer service experience at your location.

  Business response

  11/13/2024

  Dear ****** *****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you so much for taking the time to share your experience with us regarding your recent visit to our Petco location in ************. We truly appreciate your kind words about ******* grooming services for Bubbles; it's wonderful to hear how he consistently goes above and beyond to create a positive experience for both you and your service animal. However, I am genuinely sorry to learn about your checkout experience and that we fell short of the high standards we strive to maintain at Petco.
  
  We have forwarded your feedback to our store leadership team, who have thoroughly examined your recent transaction and previous grooming appointments. Upon review, they found that you received a different service during your last visit, which involved an additional charge of $5.00 compared to your prior services. Additionally, you purchased a few items during this transaction. Our General Manager attempted to reach you on November 11, 2024, at 9:30 AM to discuss this incident; however,you were unavailable. They left a message for you to follow up. To ensure smoother and more direct communication regarding this matter, we will be directing all further correspondence through our manager until it is fully resolved. Please feel free to reach out directly to GM ***** at the phone number she left on the voicemail at your earliest convenience.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + ***********

  Customer response

  11/15/2024

  I wanted to provide an update on my case with Petco - ************.

  On November 15, 2024, at 10:49am PT, I spoke with *****, the General Manager, regarding the issues I raised. She assured me that discrepancies at the register were addressed with ***** & the team, and direct feedback was given to the team lead about the lack of attention during checkout. ***** confirmed that all pricing issues will be referred to the grooming department in the future.

  We discussed the $5 price discrepancy, which was due to a different grooming package. ***** offered to refund the $5 and provide a free grooming session of equal value for my next visit. Although I initially requested additional compensation, I reluctantly accepted her offer, as I highly value ***** *** excellent grooming services for my service dog, Bubbles. While I am disappointed that my original requests were not fully met, I am hopeful that Donnas commitment to addressing these issues will improve customer service at this location.

  I also found the Petco Corporate response puzzling for pointing out that I purchased additional items along with the grooming package. While the response was accurate, I found it unnecessary, potentially offensive, and demeaning. As a consumer mindful of my purchases & pricing discrepancies, this felt unnecessary & contemptuous, further emphasizing a society focused more on capitalism than professionalism & courtesy.

  I will continue to monitor future experiences & reach out to the BBB if necessary.

  Thank you for your assistance in facilitating this resolution.

  I have reviewed the written response made by the Petco Corporate **************** as well as spoken with the General Manager of the Petco - ************ location in *********, ** in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action. If it does, I will consider this complaint resolved.  
  
  Best,
  
  ****** *****
  

• Initial Complaint

  11/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April 2024, I paid for two Petco AKC dog training classes. Six months later, ***** the trainer said that the majority of trainers in the area have left the company, and her schedule was complicated. I asked for a refund and she stated that other clients had successfully received refunds under similar circumstances.Two weeks ago, I arrived at Petco and did not have the receipt with me. Despite this, **** ***** (General Manager), assured me that as a respected customer, the refund would not require a receipt. The difficulties began with the first attempt to process this refund without a receipt. Each time, the register displayed a Return Declined message, and the managers could not determine why the system wasnt authorizing the refund. Within an hour, I returned with my original receipt, expecting this would resolve the issue. But the refund still couldnt be processed. The managers expressed surprise, explaining that Petco had made recent internal changes they hadnt been trained on, complicating their ability to complete the refund. The last attempt prompted them to contact a third-party company called, The Retail Equation. The managers called and spoke to a representative who explained that the multiple refund attempts had blocked my account, profiling me as a habitual returner and restricting me from making any returns to Petco for 180 days. The General Manager, **** ******, reached out to District Manager **** ******, who authorized the refund. However, despite multiple promisesincluding sending a check by overnight express over a week agoIve still received nothing. Attached are documents with details. I would like my name removed from The Retail Equation's block listthis situation in no way reflects a pattern of misuse with "no receipt" returns. This was a single, legitimate attempt to resolve an isolated issue, supported by two store managers, and I feel Ive been treated unjustly throughout this process.

  Business response

  11/09/2024

  
  Dear ******* **********,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We are sorry to hear about the issues regarding the dog training classes you purchased. A copy of your complaint was shared with the District Manager to ensure that this will be addressed accordingly. Today, we got confirmation that the check has been issued with the reference # 1242453 , payment date 11/06/2024 as overnight to your address.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  Customer response

  11/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* **********
  
   
  

• Initial Complaint

  11/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been going to Petco since June 2023 for my dog's grooming services. In February of '24 my dog started having seizures, the vet put her on medication but it's something that happens every once in a while. I notified Petco of the situation, they stated they needed a note from the vet that it was okay to groom her. I provided the note from the vet and made sure that's all that I needed to have her groomed. I also talked to the groomer about express services because I didn't want her kenneled and paid extra for that. So the times she was groomed after that were 3/18, 5/17, 6/28, 8/9 and 9/20. On 6/28 my dog actually had a seizure in the parking lot right before her grooming and they still took her in and groomed her after I sat with her for about 20 minutes. Today, 11/1, I drove down to take her to her appt and our regular groomer is no longer there. I explained to the new groomer the situation of her seizures, that there was a note on file and there has never been an issue while she was being groomed. She said it was fine, I signed everything that needed to be signed and left her there. Not no more than 20 minutes Petco calls me stating to come and pick the dog up. The groomer was uncomfortable. Are you serious? I get there and they said it's their policy they can't take dogs that have had seizures in the last 6 months. And my dog was KENNELED, which they know she's not supposed to be. I'm beyond furious because I've been paying EXTRA for what? They'll take her right after a seizure but not today. The last 5 visits weren't 6 months seizure free, because they were AWARE that my dog started having them in FEBRUARY. I went over exactly what I needed with their management team before taking her there after her first seizure. Their new groomer is probably inexperienced and wasted my time this morning. It takes a lot to get her to her appointment because I care for my sick mom 24/7. And now there's not a grooming appt that I can get my dog to because people are booked!

  Business response

  11/10/2024

  Dear ****** *******,
  
  This communication is in response to your Better Business Bureau case # ********.

  I hope this message finds you well. I want to extend my sincerest apologies for your recent experience while having your dog groomed at our Petco location. Your feedback is invaluable to us, and we strive to ensure that every pet and their owner have a positive experience. We have forwarded your concerns to our store management, and I am pleased to inform you that the General Manager has reached out to you via email to address your situation directly. For any further communication regarding this issue,please feel free to correspond with the General Manager, who is more than willing to assist you with any additional questions or concerns you might have.

  Thank you for your understanding, and we appreciate your patience as we work to rectify this situation. We value you and your furry friend as part of the Petco family and hope to serve you better in the future. 
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

• Initial Complaint

  11/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  order *************** needs to be refunded.when i placed the order, the *** said nov 2 deliverywhen you shipped early and notified me 10/30 that it would be delivered 10/31 i told your customer service NO, do not have it delivered on halloween. I WILL NOT BE HOME. AND IF ITS LEFT ON PORCH IT WILL BE STOLEN!!!! Its the worst day of the year to leave package on a porch with kids and teens all over the *********** would not listen to me because you restricted the package for some reason... so I got on your chat and your ***resentative called ***** and your *** said YOU WILL HOLD UNTIL 11/1 AND YOU WILL DELIVER IT 11/1. CHECK THE CHAT RECORDS FOR MY ACCOUNT *************************** hours after this chat, i got an email from petco saying ***** delivered to my *********!Tonight on camera I saw 2 teens take the boxes away, probably thinking its candy.I demand a refund on this failed order, and petcos negligence.

  Business response

  11/08/2024

  Dear **** *********,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  I hope this message finds you well. I am writing to sincerely apologize for the unfortunate incident regarding your order that was stolen on Halloween. We understand how frustrating and disappointing this situation must be for you. I want to assure you that we take such matters seriously, and we are committed to making things right. A refund for your order amounting to $255.24 has been issued on November 6, 2024. You should see this reflected in your account within 2-3 business days.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  
  

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was working at petco in **************** off of **************** for 3 months. Yesterday a woman (Jenn) was being racist towards me, she said , all Mexican people are racist when I said she cant say that she said its ok because shes Mexican. she was my manager I asked her to apologize before she spoke to me and now Im off the schedule after I told the general manager.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We scheduled an appointment for our dog to have a surgical consult. The day before the appointment, we got a confirmation call where the caller specifically said it was a surgical consult for the masses on our dog. When my fiance took her in they immediately said the surgeon was on maternity leave and no surgeries could be done until November and that we would have to bring our dog back to get a consult from the surgeon in November. They charged my husband almost $200 (tried to charge $455) to treat an ear infection that they have treated over and over again to no avail. We did not make the appointment for her ears, we made it for a surgical consult and were led to believe that is what we were going in for. On top of that, they tried to charge him $455 and then when he pushed back they said they could write a prescription for her meds that would be WAY cheaper than them forcing us to buy the meds at the office. This business is robbing people blind and lying to them about it. Its despicable and needs to be addressed.When I called and asked for an explanation, Dr. *********** said she did make my fiance aware that there was no surgeon at the start of the appointment. I kept questioning her why we were brought in for an appointment at all and she had no explanation. We were given false information over the phone and they knew it when they told us.

  Business response

  09/09/2024

  
  Thank you for taking the time to share your experience with me. Providing professional and compassionate care for every client and their pet is our top priority. The manager of the clinic will be reaching out to discuss your concerns. Thanks. 
  

  Customer response

  09/13/2024

  Complaint: 22254034
  
  I am rejecting this response because:
  I have waited and no one has reached out to correct the issue. Someone needs to reach out immediately to correct the e issue. 
  Regards,
  
  ***** *******

  Business response

  10/10/2024

  After further review, this clinic is not owed by ******. It appears to be owned by Petco/Vetco. Please reach out to them for resolution. Thanks! 

  Customer response

  10/10/2024

  Complaint: 22254034
  
  I am rejecting this response because:
  Thrive turned into Petco Petco. I tried to find Petco Petco on the BBB and its not there.
  Regards,
  
  ***** *******

  Customer response

  10/15/2024

  We made an appointment specifically a surgical appointment and it was under false pretenses, and we deserve our money back. The surgeon was never there and was never going to be there yet. They marketed it as a surgical consultation and then tried to charge us and insane amount of money to treat a problem. Theyve treated unsuccessfully multiple times.

  Business response

  10/29/2024

  Thank you for taking the time to share your experience with me. Providing professional and compassionate care for every client and their pet is our top priority. We would like an opportunity to visit with you more in-depth about your concerns. A Thrive team member will be reaching out to you to address your concerns directly. Thanks. 

  Customer response

  10/29/2024

  Complaint: 22254034
  
  I am rejecting this response because: this business has already said they would contact me and they have not. They need to contact me within the next 48 hours or Im not accepting this response. ************
  
  Regards,
  
  ***** *******

  Business response

  11/08/2024

  Dear ***** *******,
  
  This communication is in response to your Better Business Bureau case # ********.  We sincerely apologize for the experience you had at our **************** hospital.
  
  A copy of your complaint was escalated with our ***** team to ensure that this will be addressed accordingly. We were advised that their team will be reaching out to you directly regarding this matter. To ensure a smoother and more direct communication, we will be directing all further follow up  regarding this matter through our Vetco team until it is resolved.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  10/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  DELIVERY. I am on a Petco Repeat Delivery program, and their deliveries usually are flawed. I have posts on both sides of my porch, which provide areas out of sight from the street... Petco delivery drivers continuously place packages in plain sight. I've been waiting for a shipment and check my porch twice daily. I did that today (10/24/2025), finding nothing. I subsequently opened my garage, and when I backed out, I ran over a Petco package that was left on my driveway. WHO THE **** LEAVES A DELIVERY ON A DRIVEWAY. The package was slightly larger than a toaster, not heavy, and the steps to my porch are roughly the same as the steps onto my driveway. Items inside were damaged and leaking. I will take them to the store tomorrow for an intended exchange, anticipating no problem with staff there. Because they must be using a store employee or a low-bid delivery contractor, I believe this problem rose to the level of writing BBB.

  Business response

  10/29/2024

  Dear **** ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out to us regarding your recent experience with our Repeat Delivery program. I sincerely apologize for the inconvenience you encountered with your package delivery.
  
  I understand how frustrating it must be to find your delivery left in plain sight instead of being placed securely on your porch. Our goal is to ensure that packages are delivered safely and discreetly, and it is concerning to hear that this standard was not met in your case.  Your feedback is invaluable, and I will ensure that it is communicated to our delivery team to help improve our service.Additionally, I am sorry to hear about the damaged items in your package. I encourage you to visit your local Petco store for an exchange, and I hope the staff there will assist you promptly.
  
  If you would like to escalate this matter further or if you have any additional feedback you would like to share, please feel free to reach ******* may call us at ************ and provide reference number ********. We appreciate your loyalty, and we are committed to making your delivery experience better in the future.
  
  Thank you for bringing this to our attention, and I hope to resolve this matter to your satisfaction.
  
  Sincerely,
  *******
  Petco - The Health + Wellness CO.
  

  Customer response

  10/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This evening, October 24th, 2024 i placed an order through the petco app for curbside pickup at my local *******************. Upon placing the order, the petco app gave me and error message stating ***-*** please try again later. And then promptly took ****** from my bank account. I checked in my app and the website to ensure the order did not place, and it didnt. I called the petco customer care line **************, and was told we are having problems with ***** pay. Sorry. I requested a supervisor regarding this, because obviously it is not having issues if they pulled the money from my account. I am still currently on hold at 31 minutes waiting for a supervisor.

  Business response

  10/30/2024

  Dear **** *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  I hope this message finds you well. I want to sincerely apologize for the inconvenience caused by the pending charges in your Apple Pay account while attempting to place your order.
  
  Please rest assured that these charges are temporary and should fall off within 7 to 10 business days. If you have any immediate concerns or if the charges do not resolve in that timeframe, I recommend reaching out to ***** Pay support for further assistance. They will be able to provide you with more detailed information regarding your account.
  
  Thank you for your understanding, and we appreciate your patience in this matter.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  10/23/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Petco is not honoring the one year warranty when the dog crate broke in 36 days. The web shows reviews where customers are having the same issue with a defective door.I have contacted the company (see attached email).The company also claimed they knew nothing about a warranty and wanted me to send them a copy. Very suspicious. Copy of warrant sent. Next, they wanted photos. Photos *********, they wanted videos. The company needs to end this fraud and do the right the thing. Take these crates off the market and stop injuring animals.Request a refund in the amount of $84 including seven percent tax.I attempted to upload the warranty, Petco reviews, photos of door but the system will states the files are to large.Those attachments can be seen in the email that is attached to this complaint.

  Business response

  10/28/2024

  Dear *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We have received your feedback regarding the EveryYay Going Places 1-Door Folding Dog Crate,48" L X 30.1" W X 32.6" H you purchased, and we apologize for any inconvenience this has caused.
  
  At Petco, we are committed to delivering high-quality products, and we regret that we did not meet your expectations in this case. We take this matter seriously and are committed to ensuring it does not happen again. Please be assured that we have documented your comments and forwarded them to the relevant department for further review.
  
  Meanwhile, since this is an in-store purchase and already beyond the guarantee period, we are unable to issue a refund back to the original mode of payment. However, we have sent a $84 electronic gift card to your email as an alternative. This can be used both online and in-store with no expiration date. 
  
  We value your business and appreciate your loyalty. Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  Customer response

  10/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩