Complaints

This profile includes complaints for Petco Animal Supplies Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Petco Animal Supplies Inc

  10850 Via Frontera San Diego, CA 92127-1705

• 

  Petco Animal Supplies Inc

  1215 Broadway #D Chula Vista, CA 91911

• 

  Petco Animal Supplies Inc

  9745 Mission Gorge Rd Santee, CA 92071

• 

  Petco Animal Supplies Inc

  8290 Mira Mesa Blvd San Diego, CA 92126

• 

  Petco Animal Supplies Inc

  1000 W Valley Pkwy Escondido, CA 92025

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried making a purchase on 6-13-2025 on Petco website. Using the option to use ****** to checkout. Upon trying to check out it kept giving and error. But upon checking my card I was charged twice...$43.48 and $43.48. I never received an order confirmation, and looking on my Petco account no order is showing. I contacted ********************** showing proof of the charges on my card, screenshots of the purchase trying to be made. Petco says they can't find the order, no c*** Like I'm telling you that but how come you are still charging my card for that order not once, but twice. You literally stole my money TWICE and refuse to do anything about it. Telling me to contact card company but card company says to contact you. This is bad business and will take my business elsewhere for Pet Supplies. I googled after this happened and apparently PetCo is bad for doing this as I had found numerous reddit threads containing this very same problem I have encountered. Take your business elsewhere

  Business Response

  Date: 06/17/2025

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

  Thank you for reaching out, and please accept our apologies for the inconvenience this has caused. We have consulted our ****** point of contact regarding this matter. The charges you are seeing may be pending authorizations from your bank, which can occur when a payment attempt is unsuccessful. These authorizations typically clear automatically within a few days.

   If you used an alternate email address or can provide a ****** transaction ID, we would be glad to investigate this further

  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a order at Petco for some items and there check out offered me repeat delivery discount capped at 20 dollars . So I signed up for it and my ***** dollar order rang up at ***** Then Petco changed the order took away the discount and they tried to make it very confusing with other figures and coupon . I never used that code and there the ones trying to ***** on a deal.

  Business Response

  Date: 06/10/2025

  Hi ***** ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out and sharing your concerns. We apologize for any confusion regarding your recent order.

  
  After reviewing your order, we can confirm that the $20 repeat delivery discount was successfully applied, reducing your total to $77.05. Any additional adjustments such as tax may have affected the final amount, but the repeat delivery discount was indeed included.
  

  If you have any further questions or would like us to review your order in more detail, please dont hesitate to contact our customer care team at **********. We appreciate your business and want to ensure your satisfaction.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

• Initial Complaint

  Date:06/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/4/25, I placed order #*************** on Petco's website and selected the ship to home option. I was told by one of your customer service **** that you usually use ****** but for some reason, you chose DoorDash (DashLink) for my delivery. I live in a mobile home, which has a door on the left & right side. I have ALL my packages delivered on the right side, because they are hidden behind a tall white gate and not visible from the street. Any packages placed at the door on the left side can be seen from the street, so they're not safe there. I've deliberately blocked the path leading up to the door on the left side with a 60-gallon trash bin, which has a very clear sign taped to it 24/7 asking that any deliveries be left on the other side. You CANNOT MISS that sign, but the DoorDash driver just ignored it and left the box sitting on the rocks near the mailbox, in plain sight of everyone. A Petco ******************** from your Support team both said that it's not your responsibility, so I'd need to talk to DoorDash, which I did. I asked if Petco could make a note in my account to not use DoorDash for my deliveries anymore, so that this doesn't happen again, and they said no. I also asked what would happen if this occurs again and the package is stolen, and they said that if it shows it was delivered, any claim would be declined. So, if a driver from a delivery company that YOU choose ignores clear delivery instructions & leaves the package sitting out in plain view (not even at the door), you wouldn't make it right for your customer, who was in no way responsible for what happened? If this is true, you should be ashamed of yourselves. I have attached 3 photos - where the driver left the package, the sign that he blatantly ignored, and the sign showing where the package should have been delivered (behind the tall white gate). Could someone please call me regarding this, because I cannot believe it's true. Do you not value your customers or their return business?

  Business Response

  Date: 06/10/2025

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

  Thank you for reaching out and for sharing the details and photos of your delivery. Im truly sorry for the inconvenience and understand your frustration, especially since you provided clear instructions that were not followed.

   While we do our best to ensure a smooth delivery experience,please note that we are unable to choose or guarantee which carrier will be used for each order. Our system automatically assigns the carrier based on several factors, including delivery location and availability.

  That said, weve shared your feedback with our delivery partner to address this issue directly with the driver. Also, if something like this happens again, please contact us right away and well do our best to resolve it quickly.

  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

• Initial Complaint

  Date:06/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Employee signed us up for a monthly $9.99 membership saying we would receive initial coupon for $10 or $20 plus $5 coupon each month. They said they dont expire and we could cancel at any time. Today the foreign call center tells me all my coupons expired and I cant cancel monthly payments until next March 2026

  Business Response

  Date: 06/10/2025

  Hi ***** *****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We are sorry for the confusion and frustration caused by the information you received regarding the membership and coupons.
  We understand that you were told the coupons would not expire and that you could cancel at any time. I apologize that this has not been your experience. To clarify, the terms of the membership are outlined in the agreement signed at enrollment.

  While ********** Premier is a year-long commitment as outlined in the terms and conditions accepted at the time of enrollment, weve made an exception in this case and have cancelled your membership as ************* will no longer be charged or have access to the program benefits, and a confirmation email should be sent to your email.

   Thank you for your patience and understanding.

  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order same day delivery (cat food) as I am a handicapped senior citizen and do not go out. I have received incorrect items every time I order and swallow the loss, however this time it is so blatantly disrespectful that they send ten cans of the same food that probably doesn't sell. No matter what I order, the store sends anything they have and not what I ordered. I have specified time and time again NO ****, I only purchase minced pieces of cat food as my cats will not eat the ****. If they don't have the item, then they shouldn't send anything or call (they have my contact info) and ask if there is a substitution I will accept. I cannot go out to return the items (which were incorrect on their end, not mine). I explained that I cannot walk to go to the store to return the items, but if they sent someone out to my home I would gladly return them as long as someone picked them up. I also was missing 8 cans of food that was not credited on the total bill. They are not accommodating when they already have my money. It is disgusting that they can get away with this time and time again, especially with someone who lives on Social Security and has limited income!

  Business Response

  Date: 06/10/2025

  Hi ***** ********,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We sincerely apologize for the repeated issues you've experienced with your recent same-day delivery orders. After reviewing the order, our records show that the correct items were delivered for your most recent order.However, we understand your concerns and truly regret any confusion or inconvenience this may have caused.
  

  As a gesture of goodwill, weve issued a partial refund of $35.24 to your original payment method and you should see the funds reflected in your account within 5-10 business days, depending on your banks processing times.
  

  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

  Customer Answer

  Date: 06/10/2025

  
  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. However, I DID NOT receive the correct items that I ordered.  I enclosed a picture of the wrong items.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a cat rescue and sanctuary in *********** and have shopped at Petco since they opened at the ******************* location in ***********. Due to your abusive, rude manager, *******, and her refusal to refund me, I am not shopping there or at any Petco again, and filing this complaint. I have never asked for a refund at Petco in my entire life I purchased $150 for three rescue kittens. Prior to purchase I was reassured by multiple clerks that if my kittens don't like the food and won't eat it I would get a full refund. I was lied to. I consider this consumer fraud. I called the manager, Breaana, who literally hung up on me claiming I was rude, and on that basis refused to refund me. I went in and finally secured a small partial refund for two bags of kitten food- Tiki Cat and Orijen kitten. I was told by YOUR staff to MIX it with the food I WAS feeding them as strays until they ate it. They never ate it and I returned a half of a bag and was treated like filth by your manager, ******* who was snippy. She absolutely refused to refund the cat food saying I must return unopened cans. This is consumer fraud. I have filed a complaint online with the *********************** of the *********************** in ******* because one cannot return food that kittens don't like without opening the cans to feed it. This return policy should be on a sign big and proud behind the counter and your clerks need to stop lying to customers. I told the *********************** consumer fraud division this in my complaint. I also said I called the customer service line to get a refund and stayed on hold for almost two hours and the service clerk said I couldn't get refunded. I am sure others had this experience and I am putting this on every available animal rescue and animal care site in ******* to warn others. I demand a full refund and something for my endless time on hold, and the outrageous snippy ride behavior from your manager, ******* at the *********** location

  Business Response

  Date: 06/08/2025

  Hi ******** ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Were sorry for the frustration you experienced during your recent visit to our ***** Creek store.

  Weve spoken with the store team, and *******, the manager, was assisted by two other staff members during your interactions. They confirmed that ******* was respectful and followed Petcos return policy. We understand that you came to the store,where ******* issued a refund for the unopened items. Our cashier, *****, also confirmed that ******* clearly explained the policy and treated you respectfully throughout your visit. We realize this experience was upsetting,especially as you care for rescue kittens. We are committed to improving communication around our return policies so that all customers feel well-informed.

  Thank you again for your feedback and for the important work you do. We hope to earn back your trust.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a vital care premium package with them for years. After finding out that they completely changed what benefits the package gives you I went to cancel the plan. The company told me that it is an annual membership and I cant cancel it even though what I originally signed up for is completely different then what Im getting now. This is completely an unfair practice and the company is refusing to do anything about it.

  Business Response

  Date: 06/04/2025

  Hi ***** ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for contacting us regarding your ********** Premier membership. We understand your concerns about the recent changes to the program and appreciate the opportunity to address them.

  ********** Premier is structured as a year-long commitment, as outlined in the terms and conditions agreed to at the time of enrollment. These terms are in place to help maintain consistency in the program and its offerings. That said, we value your loyalty and feedback, and as a one-time courtesy, we have made an exception to cancel your ********** Premier plan for ****** You will no longer be charged for this membership, and access to its associated benefits has been discontinued effective immediately.
  

  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

• Initial Complaint

  Date:05/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the *** Essentials training package from Petco (*****, ** location) on February 24, 2025 for $200. I began the first set of classes in March and completed them by the end of April.After completing the initial portion of the training, I tried multiple times to contact the store by phone to schedule the remaining sessions included in the package. Each time, I was told the trainer was unavailable, they were too busy, or someone would call me back but no one ever followed ***** of now, I have paid for services that have not been provided and have encountered a complete lack of accountability from the business. I am requesting a refund for the unused portion of the *** Essentials training package.

  Business Response

  Date: 06/08/2025

  Hi ***** *****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for bringing your concerns to our attention, and please accept our sincere apologies for the frustration and inconvenience youve experienced.
  
  We understand that you purchased the *** Essentials training package from our *****, ** location on February 24, 2025, and completed the first portion of the training by the end of April. Were very sorry to hear that you were unable to schedule the remaining sessions despite multiple attempts to follow up.
  

  This is not the experience we want any of our guests to have. We have coordinated this matter with the store leadership and training team to better understand what occurred and to ensure accountability. In the meantime, a $116.08 refund was issued and you should see the funds reflected in your account within 5-10 business days, depending on your banks processing times.

  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

  Customer Answer

  Date: 06/09/2025

  
  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

  Date:05/30/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a Betta fish on May 28, 2025. On Friday, May 30, 2025, I received a call from stating that my order for my Betta fish could not be delivered today due to the apartment number not being present on the label. When placed my order with Petco, I provided my full address, including my apartment number. Please refer to images attached to this complaint as it clearly shows in the order details my full address in my apartment number that Ihave entered. I had to call back-and-forth Petco to ***** to Petco to try to get my apartment number added. ***** informed me that the Shipper can only update the address for the order. After calling Petco customer service I was told by customer service ***resentative **** that they were not able to update my my address with the number that they left out on the label so now I am completely lost. I asked **** the customer service *** for ********************** to provide me a refund since I did pay $30 for shipping in my order is still not here and it was supposed to be delivered on Friday. I was told that they do not provide full refunds for orders only if the order is listed as lost. In this case, ***** was not provided the full address from Petco. As a customer, I did everything I was supposed to do by providingmy full address, which includes the apartment Number And placing my order and paying for shipping. Now I have to go back-and-forth with Petco and ***** about my issue and at this point, thefish will never be delivered and now because of Petco, my fish will be dead, so I am asking for Petco to provide me a full for my order so that I can get my money back for the fish and the shipping that I had to purchase Below I will be providing screenshots of my order details screenshots of ***** access and Petco has not provided me any email any text messages communications indicating that a client or ticket was placed for my issue. Petco does not have anywhere on website to enter feedback/complaints. This is poor customer service.

  Business Response

  Date: 06/04/2025

  Hi ****** *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience youve experienced with your recent order placed on May 28, 2025.
  
  Please know that we have confirmed the full address, including your apartment number, was submitted during checkout. Unfortunately, due to a processing error during order fulfillment, your apartment number was not included on the shipping label.  Our IT and logistics teams have been made aware of this issue to ensure it is addressed internally and prevented moving forward.
  
  Given the circumstances and the delay, a refund of $54.86 has been issued to your original payment method for SKU 3191965,Male Stars Stripes Betta. The refund should be credited back to your original payment method within 510 business days. Please note that the exact timing may vary depending on your banks processing policies.
  
  We sincerely apologize for any inconvenience this may have caused and appreciate your understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:05/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please refer to my complaint letter attached below.

  Business Response

  Date: 06/01/2025

  Dear ****** ****,

  This message is in response to your Better Business Bureau case #********.

  Thank you for taking the time to share your recent experience at our **** location. I want to sincerely apologize for the frustration, inconvenience, and lack of empathy you encountered during your visit.
  

  We understand how challenging it must have been to manage the situation alone with young children, and were truly sorry that the service you received did not meet the standards we expect from our team.Your feedback regarding both the return process and the conduct of our staff is deeply concerning and has been taken seriously.
  

  Weve shared your comments with the appropriate leadership team for review and follow-up. Its our understanding that you have already discussed these concerns with one of our managers. To ensure clear and consistent communication moving forward, we will continue to route any further concerns related to this matter through that manager until the issue is fully resolved.
  

  Thank you again for bringing this to our attention. We sincerely regret the negative impression this experience has left and appreciate your patience as we work to improve.
  

  Sincerely,
  Petco The Health + Wellness Co.