ComplaintsforPetco Animal Supplies Inc

• Initial Complaint

  01/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been dealing with the store for over a year, regarding a refund for 2 dog training classes, the store did not want to issue a refund and I was told to contact customer service and after so long I was directed to them. The issue was prior to the puppy classes, I took one of my dogs for a grooming and he bite the groomer and ever since than it has been a hasle getting a refund for those classes, they said after **************************************************** that prior to the 90 days passing, and since I paid in store supposedly i cant be refunded any other way, they offer to still let me take my dogs to classes instead of the refund, but my dogs already had classes at a different place. Now they claim they cant find my transaction since it has been so long, but when I called the service center only one was able to look into it and found the transactions, I was sent this email Hi Nerv,This is regarding the training class record that you are looking for.description; DOG ESSENTIALS PKG SKU: ******* Purchase date: 7/13/2019 purchase amount: $209.00 description; PUPPY ESSENTIALS PKG SKU: ******* Purchase date; 7/13/2021 purchase amount: $199.00 Store; **** TURNERSV-** - **** ****************************************************** 856) 629-3782Afterwards they deny ever finding any transactions and they wont refund those classes. I believe it was treated poorly in store and online due to my dog biting the groomer, I was no longer allowed to bring my dogs for training, even the state came to my house to check on my dogs due to the store calling.

  Business response

  01/19/2022

  January 19, 2022
  
  *******************
  *******************************************
  
  
  Dear *******************,
  
  This communication is in response to your Better Business Bureau case #******** regarding your concern with the Dog Training Classes you purchased from us in 2019. We are sorry to hear about your recent experience.
  
  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 that the investigation is ongoing and they are reviewing your concern. As soon as we have more information, we will contact you. Again, we sincerely apologize for any issues this may have caused however, please continue to stand by as we are coordinating with the proper department to resolve.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  
  Case#: 03189459
  

  Customer response

  01/27/2022

  Why are you rejecting the business' response : Nobody from the company has contacted me at all.

  -Mention any additional concerns you would like the business to address: Petco keeps denying a refund, yet they want to offer me those classes to take, and then they contradict themselves that there is no record of me buying it. Then why do they offer the classes? One of their customer service found the transactions, and they still refuse a refund.

  -Restate your desired resolution: Refund for my purchases, they deny my refund since the beginning, and I believe it was because of the incident with my dog with the groomer prior to starting the classes.

  Business response

  02/03/2022

  February 3, 2022
  
  *******************
  23 ******************
  *********,** 08098
  
  
  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 escalated your concern to the upper management of the store and they have approved to honor your refund request. However, due to the length of time that has passed, we are unable to process refund to the original mode of payment. Therefore, we have processed an Electronic Gift Card amounting to $408.00 which was sent to your email address *********************** hope that we have resolved your concern to your satisfaction. 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#: ********
  

  Customer response

  03/01/2022

  
  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

  01/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I scheduled an appointment for grooming my dog one month ago using the company's website. She needs monthly grooming because she has a very long and heavy coat that is prone to matting. I had trouble getting out of a meeting and therefore arrived 10 minutes late. The groomer told me that is was company policy to change the appointment status to "call when ready" when the customer arrived more than 5 minutes late and that it would be at least another 4 hours. I had to take off time from work to bring my dog and could not take time off again at a later time, therefore I cancelled the appointment. I looked on their website where I had originally booked the appointment and did not see any information regarding this policy. I tried calling their customer service phone number to ask about the policy but no one answered the phone.This is an unacceptable business practice. If this is indeed the company's policy, it should be transparently disclosed on the website for customers at the time of appointment scheduling so that customers can make a more informed decision about using their services. If this is not a company policy, groomers should receive better training so that they do not communicate false information to customers.

  Business response

  01/20/2022

  January 20, 2022
  
  *******************
  ****************************************
  
  
  Dear *******************,
  
  This communication is in response to your Better Business Bureau case #******** regarding your concerns with our *************** at ******************. We are sorry for the inconvenience and frustrations this has caused.
  
  Your complaint was shared with the upper management of the *** to ensure that this will be addressed accordingly. *******, the General Manager of the store confirmed that he tried calling on 1/13 however, you did not pick up and have not returned his phone call in order for him to try and discuss your concern. The store did not provide false information. It was only explained that since you were late for the appointment they would likely require more total time in order to complete the services on account of it creating lags and issue with what they had originally booked vs. what actual time they had left in the day in order to complete this groom.
  
  The store understands your frustration with you working and not having flexibility within your schedule and at this time we believe that they did the only thing possible to accommodate you aside from turning you away entirely. Should you wish to discuss this further, you may call the manager at ************.
  
  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#: 03220635
  

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have two dogs, ******** and *****. On January 4th I made a grooming appointment for ***** for January 6th and ******** on the 10th. On January 5th I confirmed it. Shortly thereafter, I received a phone call from ***** the assistant store manager cancelling my appointment. I asked about rescheduling him for this Friday (7th), she told me she could not do that because she wasn't in grooming and she did not know if they had availability. I asked her several questions - even asked if they could fit ***** into the schedule with ********. She kept arguing with me. I asked to speak to the grooming manager - she wasn't there. Eventually ******************* up on me after we had a back and forth about the pandemic, and being shortstaffed. I am very tired of hearing this and I expressed this. To which point, she said "well sure the pandemic is all my fault!" and hung up on me. I called back and asked for the District Manager information. The guy that answered transferred me BACK to ***** where we had another conversation, I told her if she hung up on me again, I would come to the store and talk to her in person (meaning I would go to the store and TALK to her in person). During this call, she suggested I apply for a grooming position. I suggested she transfer to grooming. We also moved Willy's appointment for the 6th to ********'s appointment for the 10th. Today I called and spoke to ***** the grooming manager, who informed me that since it is now a conflict between me and ***** (her claiming I threatened her), I can't bring my dogs in until its resolved. That's awesome customer service right there.I am still waiting for this district manager to call me. I am very upset, I have been bringing my dogs to PETCO FOR YEARS, I spend a lot of money at this store. I just needed my dogs to be groomed. Note that this is not the first time that they have just been unilaterally cancelled due to this store's lack of staff.

  Business response

  01/14/2022

  January 14, 2022
  
  *************************
  *************************************
  
  
  Dear *************************,
  
  Thank you for contacting Petco regarding your concern with our *************** at *********************. We are sorry to hear about your recent experience.
  
  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 District General Manager that he had already spoken with you regarding the issue. He also added that the salon does not have a lack of staffing rather it is a busy salon.  With the current environment they did have partners out for covid reasons which was out of their control.  He had also done an internal investigation and we regret to let you know that they have decided to recommend another Petco salon that is right down the road as the salon partners are not comfortable grooming your pet. We understand your disappointment and while we are unable to honor your request at this time, we will be sending you a $50 Electronic Gift Card via email. We hope that this will lessen some of the negativity surrounding your recent experience.
  
  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 Customer Relations
  **********************, Inc
  
  
  Case#: 03189395
  

• Initial Complaint

  01/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  At black Friday, I make a lot of orders at Petco. But the package I receive my me feel very dissatisfied. I received the cat litter from Petco yesterday morning. The order number is ************** and is the Ever Clean cat litter in that order. The shipping label says it was sent from Petco's return warehouse. The box is not a Petco box and the packaging inside is still torn. I called Petco's customer service five minutes after I received the courier this morning. The customer service's attitude was very bad, and the shipping status did not show delivered, and then it didn't want to help me solve the problem.I want to know if this is the attitude of Petco to serve customers? When the customer place an order, and you guys send out a returned product from the others, And it is obvious that the worker in the return warehouse did not check the status of the product before they were dispatched. Since the warehouse staff did not check before the product are sent out, how can I ensure that the cat litter I received is safe and not contaminated? This time I ordered cat litter. What if is not cat litter, but pet food? How do you protect the safety of pets? I hope to get a reasonable explanation from Petco on how you deal with the returned product and why the cat litter I received this time is not brand new. And I hope you can improve the service level and service attitude of customer service. I am also very dissatisfied with your customer service attitude.

  Business response

  01/07/2022

  January 7, 2022
  
  *******************
  ***************************************************
  
  
  Dear *******************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your recent Petco.com order. We completely understand your frustration about not arriving at a resolution even after contacting our support center regarding your concern. Please accept our sincerest apology for any inconvenience this has caused you.
  
  We have reviewed the photos and have confirmed that the package was compromised while in transit. The item was shipped from our store in *********, ** where the item you ordered is currently in stock. The photo that contains your address and Petco.com return address is our packing slip. In case you are not satisfied with your petco.com purchase, you can ship the item back to address indicated on the package so we can process your refund. Return instructions are usually printed at the back of the packing slip. We have also processed a replacement for the damaged product. The new order # is **************. You may keep or dispose the product that you received. We hope we have addressed your concern t your satisfaction.
  
  In regards to the customer service that you received, rest assured that proper coaching will be done to all agent/s involved. 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 again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  
  Case#: 03135285
  

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on or about 2018 I purchased a bunny cage from Petco that was so cheap that the bunny was able to hop in the cage and cause the floor to push out and it fell out of the floor and broke its hip costing me vet bills over $300 I have contacted them several times and they say they will call back but they never do I have sent them xrays and copies of the **** and they refuse to call back I have called at least a dozen times from the time of the incident and never get a call back just the runaround.

  Business response

  01/04/2022

  January 4, 2022
  
  ***********************
  *******************************************
  
  
  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case #******** regarding your concern with the cage you purchased from us in 2017. We are sorry to hear about your recent experience.
  
  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 that the investigation is ongoing and they are reviewing your concern. As soon as we have more information, we will contact you. Again, we sincerely apologize for any issues this may have caused however, please continue to stand by as we are coordinating with the proper department to resolve.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  
  Case#: 03084407
  

• Initial Complaint

  12/19/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  As a former employee from Petco, I performed my duties as a Dog Trainer. For each class of dog training $149, I was supposed to received a 20% of it. I performed 8 classes and never got paid for it. I had meeting with management and HR and they kept saying it was a problem with the system .I end up quitting the job at the end of November because this problem that was never seem to be resolve. Until today I still not seem to be pay for those classes

  Business response

  12/23/2021

  December 23, 2021
  
  ***********************
  ***********************************
  
  
  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your pay. We completely understand your frustration about not arriving at a resolution even after contacting our support center regarding your concern. Please accept our sincerest apology for any inconvenience this has caused you.
  
  We have coordinated with the right department regarding your concern and we were informed that your concern has been escalated to ******* from HR for resolution. As soon as they have more information, they will contact you.Again, we sincerely apologize for any issues this may have caused however,please continue to stand by as we are coordinating with the proper department to resolve.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  
  Case#: ********

• Initial Complaint

  12/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  12/10/2021 - Placed an online site-to-store order for several items, to be picked up at the ********** location. I received an email that said the store had received my order and were in the process of picking the items. I arrived at the store approximately one hour after placing my order. In-store employees had not received my order (contrary to what the email stated) and suggested I cancel the order and make the purchase in-store. I declined, and opted to wait for the order to show in their system.In the meantime, I contacted Petco's telephone support team. The first representative disconnected from me after lengthy holds, and the second CANCELLED my order without my consent, at cost to both my time and travel. 12/14/2021 - Petco support has maintained that they did not charge my paypal account for the cancelled order, and paypal asserts that Petco did in fact charge my paypal account. I've filed a dispute with Paypal, but Petco support has ceased communication with me on the matter.

  Business response

  12/19/2021

  December 19, 2021
  
  *************************
  ********************************************
  Daytime Phone: **************
  
  
  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your recent online order. We completely understand your frustration about not arriving at a resolution even after contacting our support center regarding your concern. Please accept our sincerest apology for any inconvenience this has caused you.
  
  We have checked our records and have confirmed that a refund amounting to $47.66 was processed yesterday via ************************ with transaction ID:5SC67685ES831541K. We hope that we have resolved your concern to your satisfaction.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  
  Case#: 03008395
  

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July of this year, my online account with Petco got hacked. The hackers purchased several items and had them shipped to a verified street address in another state. Approximately 2 weeks later when I found out about it, I notified Petco and we went over what recent orders were valid and which were not. Since Petco did not give me refunds for these unauthorized purchases, I contacted my credit card company and had the charges reversed, as allowed by law.Now, Petco is refusing to do business with me, a legitimate customer, instead of seeking redress from the criminals that hacked into my account to begin with. They even have a VERIFIED STREET ADDRESS of said criminals. Any order attempt by me to be placed gets cancelled and their only response is that you owe us money from the charge backs, and until then, go away.

  Business response

  12/10/2021

  December 10, 2021
  
  *************************
  ************************************
  
  
  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your orders getting cancelled. We are sorry to hear about your recent experience.
  
  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 that the investigation is ongoing and they are reviewing your concern. As soon as we have more information, we will contact you. Again, we sincerely apologize for any issues this may have caused however, please continue to stand by as we are coordinating with the proper department to resolve.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  
  Case#: 02930768
  

  Customer response

  12/14/2021

  for starters, the issue was with the online store, not a storefront. That possibly might just be a mixup by chance. The biggest reason why Im rejecting this is because the person responding indicated that they would research and get back. A better, but not available, option would be Continue to wait - Research by Company Pending instead of just ACCEPT. Or REJECT. I would like to wait for their final response please as they did indicate they are researching it and would get back with a formal response.

  Business response

  12/15/2021

  December 15, 2021
  
  *************************
  ************************************
  
  
  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 right department regarding your concern and we were informed that your account has been blocked due to multiple disputes in the past. However, they recommend that you create a new Petco.com account with a new email address and payment method so they can remove the block on your account and resume placing orders on Petco.com.
  
  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#: ********

  Customer response

  01/17/2022

  TO BBB: Please hold this until response from company.
  

   

  Did you not even read my original complaint? My account was hijacked and it is PETCO that was responsible for sending items to the thieves' home address. In addition, why should I have to open ANOTHER account to have you unblock the first account that you shouldn't have blocked to begin with. That's the entire point of the complaint to begin with.
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order for dog medication Nov 7 Order was cancelled and replaced Nov 16 Multiple phone calls have still produced no delivery. I am promised a call by a supervisor yet no call was made.The latest story is that my dog profile is not available, yet it is within the Petco application as I had to fill it out to place the order.The order shows awaiting scrip from my vet, yet Petco admits they have received the scrip.

  Business response

  12/06/2021

  December 6, 2021
  
  *************************
  **************************************
  
  
  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your recent online order. We are sorry to hear about your recent experience.
  
  We have checked your order and have confirmed that order # ************** has been cancelled. Unfortunately, we had to cancel your prescription order as we did not receive a response from your vet clinic despite multiple outreach attempts. One of our Corporate Supervisors had contacted you on 11/30 but was unable to reach you. She also sent an email requesting for you to call back with a reference number. However, we have not received a response from you. We strongly recommend that you consult with your vet and then place a new order on Petco.com and we will be happy to try again.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  
  Case#: ********

  Customer response

  12/06/2021

  the reply from Petco is a bunch of lies

  no supervisor called me. If one had, they would have left a message. I received no message

  there was no reason for Petco to call my vet, since they had the prescription in hand.

  anyway my vet does not take calls from pharmacies, which is the reason for issuing a paper scrip and having the client, ie me , mail it out.

  In the meantime I had to ask my vet for another scrip, which I mailed to my usual pet pharmacy in KY

  The medication was shipped to me today

   

  Petco should get out of the pet pharmacy business and stay out.

  they are a disgrace to the profession!

  Business response

  12/13/2021

  December 13, 2021
  
  *************************
  *************************************
  
  
  Dear *************************,
  
  This communication is in reference to your rebuttal for BBB case # ********. We sincerely apologize for the inconvenience surrounding your recent experience and will continue to work hard to ensure that we are providing our pet parents fast delivery of their orders, especially for products that are as important as your pets medication was.  
  
  We have also done an extensive internal investigation into your customer service experience to ensure everyone is getting the experience they deserve and which Petco prides itself in. We have to reluctantly say it was a less than par experience on many levels for you and for that we are truly sorry. We are addressing all these issues on our end.
  
  We know that when we disappoint you, it will take time to restore your trust in us. I sincerely regret that you no longer wish to shop from us. It is my hope that you give us another opportunity to delight you with excellent customer service in the future. In any case, we thank you again for contacting Petco and for your time. Your feedback has provided an opportunity for us to become a better company. If you have any further concerns, please do not hesitate to contact us again by email or phone toll-free at **************. We will be more than happy to assist you.
  
  Thank you for your understanding.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  
  Case#: 02857965
  

• Initial Complaint

  11/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an email that I purchased an item from Petco through Amazon. I have contacted amazon and they had reached out to Petco to cancel the order multiple times. I have reached out to Petco multiple time today to cancel the order. Also, I have now been on the phone for ***************************************************************************** a refund. The item hasnt shipped and they are dragging their feet to stop the order. I have wasted so much time today trying to get this order cancelled. And on top of that, they say that if they do end up shipping it before they get around to cancelling it, that I cant return it to a Petco store. They are a terrible company!!! I want my money back on my credit card!!! I cant seem to get the website to work on my phone but my desired resolution is a refund of the money I paid!!

  Business response

  12/01/2021

  December 1, 2021
  
  ***** **********
  3953 Pebble Brook Drive
  League City, TX 77573
  
  
  Dear ***** ***********
  
  This communication is in response to your Better Business Bureau case # ******** regarding your recent online order. We completely understand your frustration about not arriving at a resolution even after contacting our support center regarding your concern. Please accept our sincerest apology for any inconvenience this has caused you.
  
  We have checked our records and have confirmed that the item you ordered in this order # ******************* is an item that ships directly from our third party vendor. Fortunately, they were able to stop the shipment. Thus, your order has been successfully cancelled.
  
  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 again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  Petco Animal Supplies, Inc.
  
  
  Case#: 02869190

*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. ↩