ComplaintsforPetco Animal Supplies Inc

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 guinea pigs from this Petco and within days saw what looked like hair/bald patch near one of the pig's eye and we thought maybe they were fighting. Days later we looked and the spot was bigger and also noticed a spot on the other pig's ear. After doing some research we found out it was ringworm and there so many people saying not to buy pets from Petco due to this issue, but we took them both back and they were seen by the vet and will need to stay there for 4 weeks for their treatments. I don't want to return them I just want to make sure I don't have to pay for this.

  Business response

  02/02/2022

  February 2, 2022
  
  *******************************
  *********************************************************************
  
  
  Dear *******************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding the sick guinea pigs you purchased from us. Please accept our apologies for any problems or inconvenience this has caused. We strive to provide exceptional customer service, and sincerely appreciate hearing from you.
  
  A copy of your complaint was shared with the upper management of the store  to ensure that this will be addressed accordingly. We have received a confirmation from *****, the General Manager that all expenses would be taken care of by Petco. They also added that he gave you a call to make sure you understand that you do not have to worry about any of the vet bills. Hopefully this will put you at ease for this case while the piggies are healing.
  
  If we can be of any further assistance, please feel free to reply to this communication or call Petco.com Customer Relations directly at **************.
  
  Thank you for your time.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  
  Case#: 03381219
  

• Initial Complaint

  01/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I noticed a charge on my Discover credit card on Jan. 25, 2022 for a charge of $63.67 from Petco. I never made this charge and I immediately called Petco.com. The agent I spoke to checked my Petco account and she did not see that I had placed any orders since Oct. 2021. She said she would alert the supervisor and I would be refunded since the order was never placed. I was emailed by Petco asking for the last 4 digits of the credit card number, the amount, and the date. I was told I would get a refund as this information was being sent to the back office. They were to follow up with me by email and I have not heard one thing yet. I have emailed them three times and my messages go unanswered. The agent I talked to via live chat on Petco.com said this was most likely a "glitch" in the system, not to worry as I will get a refund to my credit card. This is a fraudulent charge and I want a refund. I am 73 years old in poor health and do not need this added stress to endure.

  Business response

  02/02/2022

  February 2, 2022
  
  ***************************
  ******************************************************
  
  
  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding the unknown charge on your Discover card. Please accept our apologies for any confusions or inconvenience this has caused. We strive to provide exceptional customer service, and sincerely appreciate hearing from you.
  
  We have reviewed our records and have confirmed that an order for F.EUK-DOG 30#FIT BODY WT CTRL (SKU *******) was placed on 1/25/22, with order # R10985759. This was placed under the email address ************************** package was delivered to ***************************** with address ***************************************** on Friday, January 28 at 12:56 P.M. This appears to be a valid order,thus we are unable to process refund. However, if you do not want to keep the item, our return policy is simple. Please feel free to follow the return instructions on the back of the packing slip.
  
  If we can be of any further assistance, please feel free to reply to this communication or call Petco.com Customer Relations directly at **************.
  
  Thank you for your time.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  
  Case#: 03362651
  

  Customer response

  02/02/2022

  
  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

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  04/30/2021Order number ************** for $379 Puppy Complete Package. Promotion -$25.00charged to Discover. Online registration #******. Trainer *************************. Classes at ******************************************************. ************ Was charged $354. 08/12/2021Crista DuCray called that because of COVID exposure classes were postponed and she would let me know when they would start up again. 08/26/2021***** from the ******** PETCO called to say that ************************* was no longer working there and that the training is pushed out at least until October until they could locate another trainer. I was given the option of a refund for the 12 unused classes or I could wait to see if they located a trainer for October. I told her I would wait as long as the rest of the training began by mid-October. 10/12/2021 ***** said I had to call customer service for refund because I had registered online. She said the ******** PETCO could not issue me the refund. I called customer service ************ at **** **** who hung up. Called back at **** to ****** and got hang up. At **** Chanice issued Ticket #******** for a call back to be on 0/15/2021. 10/15/2021Received no call back. PETCO email stated escalating for an adjustment of 12 of the 18 weeks and that I should hear more updates soon. 10/21/2021Emailed reply to PETCO again asking for a response to their 10/15/2021 email. 10/28/2021 Discover was to investigate case # *********. I received only 6 of the 18 training sessions. Discover will adjust the full amount until I receive a credit from PETCO for the 12 unused training sessions. 11/01/2021Email that PETCO was re-escalating the refund and stated I should hear something soon. 11/09/2021Sarah from the ********, ** PETCO called to see if I got a refund. I told her no that the last notes I got were on 10/15/2021 to escalate and 11/01/2021 to escalate to a special team. She said she would talk with her manager ****** and would call me back

  Business response

  01/28/2022

  
  January 28, 2022
  
  ***************************
  *******************************************
  
  
  Dear ***************************,
  
  We have received your Better Business Bureau complaint # ********.It is with great regret and concern that we received your complaint detailing your frustration. Words cannot express how truly sorry we are for the inconvenience this has caused. We aim to consistently deliver a professional service to our customers and we would like to state that on this occasion the level of service you received was unacceptable.
  
  To assist you, we have issued a prorated refund for the unused dog training classes. We hope we have addressed your concern at your satisfaction.
  
  Again, we apologize for the inconvenience. Please know that we take these issues seriously every time they are brought to our attention.  If you have any further concerns with your order, please do not hesitate to contact us at **************. We will be more than happy to assist you.
  
  Thank you for your time.
  
  Warm regards,
  Corporate Customer Relations
  **********************, Inc
  
  
  Case#: ********

• Initial Complaint

  01/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an appointment for vaccinations for my 2 cats at 5:27 pm on 01/26/2022 at the vetco clinic inside Petco at **********************************. They were almost 30 minutes behind schedule so we were waiting for a while. My husband went and asked for a key to the bathroom and the unnamed employee told my husband the bathroom ***** is closed due to tampons stopping it up. They actually have two restroom that normally are open to the public but they made a sign for one that said employees only and refused to let my husband use it. By the time they got my cat tested I had to pee really bad and but the wait was 10 minutes for the test to come back. So I went to the grocery store next door and they also had no rest rooms for the public. By this time I had to go so bad I was scared I was gonna have an accident. So I went back into to petco and spoke to ******* and explained this was an emergency if they wont allow me to use their second bathroom I was gonna have an accident. She refused to allow me the use of the 2nd restroom. I then asked to speak with the manager. She called the manager whos name is ******** and although she was in the next isle over she refused to come see me. So I approached her and politely told her I have my cats getting tested and cant leave and to please let me have access to the second bathroom. She said Im sorry its closed and the second one is for employees only. By this time I was almost crying and had to beg her if she doesnt let me shell be cleaning pee off the floor. I literally had to beg to have use of the bathroom. She very rudely I may add gave me a attitude and had no empathy or human compassion.All the whole dogs were peeing and pooping all over the floor. They allow animals more compassion then their owners. I spent $212 for my pets vaccine and Im absolutely shocked I was treated so inhumanely. I will never shop at petco ever again

  Business response

  02/01/2022

  February 1, 2022
  
  *************************
  ******************************************************
  
  
  Dear *************************,
  
  Thank you for contacting Petco regarding your concern with our *************** at **************************. Please accept our apologies for any problems or inconvenience you have experienced. We strive to provide exceptional customer service, and sincerely appreciate hearing from you. 
  
  To assist you, we have coordinated with the upper management of the *** to ensure that this will be addressed accordingly. ****, the District General Manager confirmed that he had spoken with you and resolved the issue.
  
  We value you as our customer and hope that you will continue to do business with us. Your feedback is very important and your comments are valued.
  
  Thanks for your time.
  
  Sincerely,
  Corporate Customer Relations
  **********************, Inc.
  
  
  Case#: 03343301
  

• Initial Complaint

  01/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In October 2021, my dog was injured at the groomers at Petco ******* Brooklyn. He was nearly blinded and I was not notified of the incident at all. Later that evening when my dog could barely open his eyes and was whelping in agony I decided to take him to the vet. Upon taking him to the vet I was notified of his injury, he was nearly blinded I repeat. I incurred the cost of the groomer, the cost of the emergency vet, the cost of his antibiotics, and the cost of his follow up appointment all because of the negligence of the groomer. I filed a case through Petco customer service and was told it would be rectified. We are in January 2022 and this situation has yet to be rectified. I have never in my life experienced the type of customer service that I have been experiencing with your Petco store, and the Petco corporate office as well. Being a loyal customer of ********************** I decided not to *** or to take legal action but instead seek accountability and refund from the company. I have yet to be refunded for the total of my costs. I have been in contact with the store manager and COUNTLESS customer service representatives and NOTHING.I have called the corporate office at least twice a week and every single time I call, and I mean every single time I call, I am being told that I will receive a call back within 24 to 48 hours. A few weeks ago I was even told that the check was going to be ready to be mailed to me and yet I just hung up the phone today 1/19 with another representative at the corporate office who has then once again told me I will receive a call between 24 and 48 hours. This is the most disgusting display of terrible customer service that I have ever experienced. This is extremely unacceptable, disrespectful, and negligent. This is my SECOND time filing this complaint on BBB. I am awaiting reimbursement for the ** vet costs and it is RIDICULOUS to be waiting this long. Petco should be ashamed of themselves from, negligent groomer to negligent response

  Business response

  01/27/2022

  January 27, 2022
  
  *********************************
  **************************************
  
  
  Dear *********************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your pets injury in one of our ******** Centers. Please accept our apologies for any problems or inconvenience you have experienced. We strive to provide exceptional customer service, and sincerely appreciate hearing from you.
  
  A copy of your complaint was shared with the upper management of the store to ensure that this will be addressed accordingly. ******, the District General Manager confirmed that he had spoken with you regarding the issue and added that the vet **** reimbursement has been given. We hope that we have resolved your concern to your satisfaction.
  
  We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. Let this be an assurance that we will be working out to make sure our team is monitoring our customers'experiences closely to understand and respond to the challenges you are encountering.
  
  Thank you for your time.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  
  Case#: ********

  Customer response

  01/27/2022

  
  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

  01/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, I've had an issue where a Petco representative incorrectly set up a subscription service for a product over the phone on a monthly, instead of 6-month basis- per my verbal request. As a result, I am being charged & sold goods I do not want nor afford at this time. I have called & spoken with multiple supervisors in the last 4 days & despite starting the claim process the day I received notice of pending shipment, have not been able to stop this order from occurring.On December 13th, 2021, I placed an incorrect order for medication for my dog with Petco( accidentally ordered Simpatrica instead of Simpatrica Trio). I promptly reached out to the customer service, had them cancel the order (as I could not on my own) and ordered the correct medication over the phone. This call occurred on & should be recorded per the outgoing message on Petco's hotline. Durring this call I instructed the agent to set up the subscription service for every 6 months as I only have one dog. Everything went well and I received my medication in the mail. However, on the 14th of January 2022, I was notified of a pending order from Petco--I was not expecting anything. I looked into it & realized they were incorrectly shipping me another 6 month supply of medication. I immediately contacted customer support & request that they cancel the order & issue a refund as this was placed in err by one of their employees. Despite receiving the email the next day, they told me there was nothing they could do. I asked to speak to a supervisor who eventually said that in looking into it, my order had been canceled & I would receive an email confirming this. No email was received. I followed up two days later & was told the last supervisor looked at the wrong ************* is nothing they can do. I've tried to contact **** to deny the package but have had issues doing so. I have reached out to my bank to dispute the charge. I can't afford this right now & shouldn't pay for their mistake.

  Business response

  01/25/2022

  January 25, 2022
  
  *************************
  **************************************************************
  
  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your negative online shopping experience. Words cannot express how truly sorry we are for the inconvenience this has caused.
  
  A copy of your complaint was shared with the upper management to ensure that this will be addressed accordingly. One of our Corporate Supervisors tried calling you but was unable to reach you. She sent you an email communication and processed refund for your order. We hope that we have resolved your concern to your satisfaction.
  
  Let this be an assurance that we will be working out to make sure our team is monitoring our customers'experiences closely to understand and respond to the challenges you are encountering.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  
  Case#: ********

• Initial Complaint

  01/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased an Aqueon 50 HOB filter pump for my aquarium Order number ************** on January 9, 2022 and picked it up the next day at Petco located at ******************************************************************. The pump was noisy from the start and on 1/16 it stopped working. I took it back to the store in *************** on 1/16 and the cashier called ***** to come to the front of the store as she was unfamilar how to process a refund. ***** came and refused to credit my paypal account with the return amount as he stated that the store cannot process paypal returns and must give a gift card. I told him that was unacceptable. He stated that the store does not credit paypal with returns. I explained that when I selected the option to use paypal at checkout nothing stated that items purchased on paypal were so restricted. He stated that he could do nothing. I have returned items purchased by paypal from other merchants and received a paypal credit. Nothing on the Petco website mentions any restrictions on paypal purchases.

  Customer response

  01/25/2022

  Matter can be closed credit to paypal reccd

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/30/21-Went to Petco off of w green oaks Blvd, to purchase a bird with my wife for an anniversary gift. We did not know what the bird needed so we proceeded with asking a store associate for help on the matter, she then proceeded with recommending $225.44 worth of product. When we asked her if she has a lot of knowledge with birds she said "that she was the bird expert at the store." We paid in cash, and I still have my original receipt from the transaction made on 12/30/21. An hour later the bird died but not from any actions from my family. The next morning, 12/31/21, I went back to the store to return everything that I paid for and the dead bird. The general manager ***** was unfriendly, very by the book and seeked no other avenue to resolve the situation. The kept telling me to either take the company check or come back later with everything to possible see if they have the funds at the end of the day to refund me what I paid. Three registers sit at the front of the store, and they don't have $225.44 between them or in the back incase they need more money? So I called the customer service as he said to, but when I told customer service that he is refusing to cooperate and work with me, he stopped working on my refund and waited. He said "I am waiting to hear back from customer service" and kept saying that over and over again. I told him to continue and stayed on the phone with customer service. I was told **** business days and I'll have my check for the refund. Waited those days and then when I called customer service back, 1/12/22, they didn't have my correct address. They told me they were going to get it out quickly and I should hear back ***** hours later. Did not receive anything and they still they did not have my correct information. 1/14/22, called and found out they did not have my correct address again and still have mot sent me my refund. Now I'm being told I will have to wait another week and I should hear back from a district manager. Lies.

  Business response

  01/27/2022

  January 27, 2022
  
  *************************
  ********************************************************
  
  
  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your negative experience in one of our ******** Centers. Please accept our apologies for any problems or inconvenience this has caused. We strive to provide exceptional customer service, and sincerely appreciate hearing from you.
  
  A copy of your complaint was shared with the upper management of the store to ensure that this will be addressed accordingly. ******, the District General Manager confirmed that he had sent you an email on 1/18/2022 regarding the issue and advised that cash refund will be available for you. We hope that we have resolved your concern to your satisfaction.
  
  We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. Let this be an assurance that we will be working out to make sure our team is monitoring our customers'experiences closely to understand and respond to the challenges you are encountering.
  
  Thank you for your time.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  
  Case#: ********

• Initial Complaint

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered and paid for my dogs Rx with Petco on January 4,2022. On January 6, I received an email asking me to upload my Rx for to expedite the order. I uploaded it and on January 8, called customer service after no change in order status, was still stating Clinic outreach in progress in the app. I uploaded it again, called ***************** they gave me an email to send an attachment of the Rx, which I did. Called back customer service 2 days later after still no change in status or reply to my email. Spoke to a supervisor and she stated that we dont approve by uploading the Rx, even though that is what the email from the company requested. Also stated that they would not accept the email of the Rx. She stated she would check with the pharmacy and get it resolved. January 10,2022, I remembered that at one point I had bought Rx food in one of their stores. They require a Petco Vet to approve it and gave me a Rx card stating that I would just have to show that to any Petco to get my dogs Rx filled. I send her a copy in an email of the front and back of the card. Still they will not fill the Rx, with no explanation of why. It is a Petco vet with a Petco Rx vet approved diet card surely that means something to them. They refuse to email or fax the request to either vet. It has been a week and a half and no resolution. Just a bunch of customer service people telling me that they are sorry but nothing they can do about it, that has to be resolved through the pharmacy but wont let me talk to anyone in the pharmacy. As per my dogs internal medicine vet, they have never emailed or faxed a request for approval for this prescription.

  Business response

  01/20/2022

  January 20, 2022
  
  ***********************
  *********************************************
  
  
  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case #******** regarding your negative online shopping experience. Words cannot express how truly sorry we are for the inconvenience and confusions this has caused.
  
  A copy of your complaint was shared with the upper management to ensure that this will be addressed accordingly. One of our Corporate Supervisors tried calling you but was unable to reach you. It was found that your order # ************** was not approved due to the incorrect prescription submitted. On this order, you requested for D.HPD-DOG 11Z DIET TREATS (*******) while the script is for the Hill's ************ Diet k/d. We recommend that you place a new order with the correct item so it will be approved and processed. We have also sent you a $20 Electronic GiftCard that you can use on your next purchase.
  
  Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.
  
  Thank you again for contacting Petco.
  
  Sincerely,
  Corporate Customer Relations
  **********************, Inc.
  
  
  Case#: 03227146
  

• Initial Complaint

  01/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Went to vet here since ad said affordable. HA!~HA! First visit I spent over $200. They talked me into signing up for a $10 vet care club, then after signing up they tell me it's $10 a month for 6 months. Medicines I paid for first time did nothing I guess according to vet. Get *********** have charged an extra $10 on top of **** amount. Had to go back today thinking we would see same vet & it's a different vet who has no idea what my dogs eye looked like the first time we went. Had also told first vet that dog can't be separated from me due to anxiety of what & where he came from before I adopted him. Dog can have panic attacks if out of my sight. I told them a few times I didn't want to pay any more $ for a staining to eye a second time, then vet comes in & tells me his eye will be eaten alive if he doesn't get the staining done & pop out. They ****** the dog & take him to back room away from me, before I could say anything, after telling them not to let him out of my sight the first visit. Dog's eye doesn't look like it did first time they stained it. Dog's eye looks more red & worse since visit today. I got no receipt for either visit. Now I have spent over $400 & they tell me he will need to see a eye doctor for dogs. Why wasn't I told that in the first place? I also called vet about problems with rx & was told they would call me back in 24 hours, they never called. Thought dog would see same vet as last time, yet it wasn't. Then they talked my son into buying 3 lizards which we have had nothing but issues with & have to buy stuff non stop for them, even after guy that sold him the lizards said he wouldn't need anything else. Everyone you talk to at this vet or store has a different answers to your questions. P*** is all over the parking lot, booze bottles, cigarette ************ tell us to wear a mask, parking lot is gross? First visit they called my dog chunky, which I know he is over weight, don't need them to call him fat. Very disappointed & broke!

  Business response

  01/25/2022

  January 25, 2022
  
  *************************
  3018 *****************
  *****, ** 68131
  
  
  Dear *************************,
  
  Our office has received a letter from BBB regarding the complaint ID ******** you have filed against one of our partnered vet clinic. We are currently working on the issue however, the name and location of the store/clinic involved was not indicated on the letter. We sent email communications to get this information.However, as of this email, we havent heard from you. Kindly provide us the exact address of the *************** that you have visited for us to conduct further investigation. We look forward for your response with the needed information.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  
  Case#: ********

  Customer response

  01/25/2022

  **** and dodge. My dogs eye cleared up after being given the second bottle of drops which were for an infection in eye, which is what I told them in the first place when I went to vet. I who have no schooling in vet field know more about my dogs than the vets here. If I had been given that 2nd bottle of  drops in first place it would of only been about $10 and dog wouldn't of suffered for weeks. **** would of been a lot less. One of the lizards we bought has also died. 

  Business response

  02/01/2022

  February 1, 2022
  
  *************************
  3018 *****************
  *****, ** 68131
  
  
  Dear *************************,
  
  This communication is in reference to your rebuttal for BBB case # ********. We are truly sorry about your ongoing disappointment on the issue.
  
  We have coordinated with the upper management of the ************* to ensure that this will be addressed accordingly. *****, the Thrive Area Business Manager confirmed that he had spoken with their vets, however they do not recall stating anything regarding the eye popping out. ****************** saw the eye first and put in her notes to schedule stain in a week which **************** did. ***************** stated if there was no improvement they will refer to the eye specialist. She is pretty thorough with her clients education. **************** said there was no improvement so she referred. The team also noted that you had your phone blocked all calls with no caller ID thus, they were unable to call you.They sent a text message instead. Receipts have been resent as well.
  
  Should you wish to discuss this matter further with the *************, you may reach out to them at ********************* value you as our customer and hope that you will continue to do business with us. Your feedback is very important and your comments are valued.
  
  Thanks for your time.
  
  Sincerely,
  Corporate Customer Relations
  **********************, Inc.
  
  
  Case#: 03267983   
  

*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. ↩