Business Profile

Pet Store

Petco Animal Supplies Inc

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

926 total complaints in the last 3 years.
257 complaints closed in the last 12 months.

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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:01/01/2025
Type:Billing 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 am writing to file a formal complaint against Petcos **********, ** location regarding unauthorized enrollment in their ********** Premier Plan program.On July 29, 2023, during checkout at the Stillwater store, I was unknowingly signed up for the ********** Premier Plan by an associate. I was neither informed of this enrollment nor provided any materials about the program, such as a membership card, pamphlet, or email confirmation.Since then, I have been charged $9.99 per month for the past 17 months without my knowledge. When I recently discovered these charges, I contacted Petcos ***************** I was informed that their associate should have obtained my explicit permission to enroll me in the program, which did not happen.Furthermore, I have been told that I am unable to cancel the program until July 29, 2025, or even remove my credit card from my account. This is extremely frustrating, as I never consented to these charges or this plan in the first place.I am seeking the following resolutions:Immediate cancellation of my ********** Premier Plan membership.A full refund of the $169.83 ($9.99/month for 17 months) that has been charged to my account.Assurance that Petco will review its procedures to ensure customers are not enrolled in programs without their explicit consent.I hope this matter can be resolved promptly and fairly. Please let me know if additional information or documentation is required.Thank you for your time and attention.
Business Response
Date: 01/11/2025
Dear Jordi ************************* communication is in response to your Better Business Bureau case # ********.

We received your complaint regarding the unauthorized enrollment in the ********** Premier Plan program at our **********, ** location on July 29, 2023. I apologize for the inconvenience and frustration caused by this incident.

We take your concerns seriously and would like to assure you that we are taking immediate action to resolve this matter. A copy of your complaint was shared with our ****************** team to ensure that this will be addressed accordingly. They are actively working on the case and once we receive their response/resolution to the complaint, we will be updating you via email.

Thank you for bringing this matter to our attention, and we appreciate your patience and cooperation as we resolve this issue.

Sincerely,
Petco - The Health +Wellness CO
Initial Complaint
Date:01/01/2025
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 went to the Petco in *******************. I received help from an associate who informed me that the small animal cage I wanted was $119.00. Upon going to the register the cashier told me it was $******. The sales associate who assisted me agreed with me that it was $119.00. A manager came and said it was $******. The associate said it was $119.00. The manager went back and said it was in the wrong spot and was indeed &******. I said Im not paying that I want to pay the price of where it was. She said she could give it to me for $229.00, but not $119.00. I explained I was not there to wheel and deal. I left. I feel the store was negligent in stocking merchandise in the wrong place which is misleading to customers.
Business Response
Date: 01/04/2025
Dear ****** *****,

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

Thank you for reaching out to share your recent experience at the Petco in ********************. I truly appreciate your feedback and understand your frustration regarding the pricing discrepancy you encountered. We strive to ensure that our products are clearly labeled and accurately priced, as we understand how important this is to our customers.

Please know that I have forwarded your concerns to the store leadership for their awareness. Its crucial for us to address and rectify any issues with product placement and pricing to prevent similar incidents in the future.
To express our appreciation for your understanding and to make up for any inconvenience this may have caused, we have issued you a $15 e-gift card you can use on your next purchase. This is our way of saying thank you for being a valued customer.

Thank you for your patience and understanding.

Sincerely,
Petco - The Health + Wellness CO

Customer Answer
Date: 01/04/2025
a $15 gift card, you did not honor your price $119, your sales associate was there and was the one at the register and said it should be $119. And you want to make it $15 gift card. When the price was $339. I will blast you al over social media
Business Response
Date: 01/08/2025
Dear ****** *****,

This communication is in response to your Better Business Bureau case # ********. We are truly sorry about your ongoing disappointment on the issue.

We appreciate your interest and understand that pricing is an important factor in your decision-making.

Unfortunately,we are unable to honor the $119 price you mentioned in your email. However,based on your comments, the store is willing to offer you a price of $229,which we believe is the best option currently available.

We value your understanding and hope this offer meets your expectations.

Thank you again for contacting Petco.

Sincerely,
Petco - The Health + Wellness CO
Customer Answer
Date: 01/14/2025
I already bought a cage for a ferret
Initial Complaint
Date:12/30/2024
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.
My daughter made an appointment to groom her dog, *****, (Saturday, November 16, 2024) at the *************************************** location.. The grooming appointment was necessary for a professional family photo shoot that was scheduled for Christmas cards the next day. Upon arrival, she showed the ***** of rabies vaccine per Petco policy. Her proof was photo of the official receipt from the vet on vet letter head with specific vaccines/treatments that were administered to Aspen by the vet on August 2, 2024. One of which was a three year rabies vaccine. She was told by the groomer (********) that her proof was not sufficient being that there was no expiration date listed on vet paperwork. I have since filed a complaint (#********) with Petco and have called several times, but have not received a response and it has been over six weeks. Proof was shown of the rabies vaccines being that Aug, 2 2024 was four months prior to the Nov 16th grooming appointment. This can easily be deduced by doing simple math. I have attached the document she provided.
Business Response
Date: 01/11/2025
Dear **** ******,

This communication is in response to your Better Business Bureau case # 22746864.

Thank you for reaching out to us regarding your daughter's recent grooming appointment for Aspen. I apologize for the inconvenience and frustration you have experienced with the vaccination proof required for the grooming service.

A copy of your complaint was shared with the District Manager to ensure that this will be addressed accordingly. She apologized for the delay but will get this wrapped up and communicate the resolution. We will update you via email once a response has been received.

Thank you for your understanding, and we appreciate your patience as we resolve this matter.

Sincerely,
Petco - The Health +Wellness CO
Customer Answer
Date: 01/11/2025

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:12/19/2024
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 entered a Petco next-door to the ****** home furnishing where I am a sales manager, who also shares the same warehouse as the Petco located at ***********************, Speedway, IN, I was blatantly, disrespected and discriminated against by the assistant manager, who, in the process of me trying to buy two hamsters, for my mothers birthday was questioned by her, as if I was under an interrogation. I felt as if I was being treated as a piece of c*** at the bottom of her shoe this so-called assistant manager, then decided to tell me that she wanted pictures of the inside of my home of where they will be kept, and she wanted regular pictures on how they were doing, as if that was some kind of policy when an actuality she broke the law by trying to tell me that she needs to know whats going on inside of my home, she then proceeded to tell me Petco policy states unless they can verify Work a hamster is being kept they cannot sell them. I have never been so disrespected and discriminated against in my life and mind you I am an animal person. I have two rabbits, two dogs and a bird, and I was trying to buy these things for my mothers birthday at this point this lady not only discriminated against me. She stole time for me that cannot be replaced for my mothers birthday. She had the nastiest attitude and treated me so nasty. From the moment I walked in the door, then had a nerve to tell me that because I talked to an employee and not a manager she was not going to serve me. Im not sure how Petco does business but at this point, I need someone from corporate to call me because this type of behavior is not acceptable. This assistant manager came into my place of business, which is literally right next-door or through the same warehouse she would have never experienced this type of behavior. This is not acceptable and I repeat again. This is not acceptable. This is 2024 and I know were not still being racist. She need pictures of my house. Are you kidding me? Unlawful
Business Response
Date: 12/21/2024
Dear ***** *********,

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

Thank you for reaching out and sharing your experience at our Petco location. I want to express my sincerest apologies for the treatment you described during your visit. It is truly concerning to hear that you felt disrespected and discriminated against, especially as a valued member of our community and a dedicated animal lover. I have escalated this issue to our corporate team to ensure that this will be addressed accordingly and someone from the team will be reaching out to you within ***** hours. I assure you that we take these matters seriously.

Thank you for your patience and understanding.

Sincerely,
Petco - The Health + Wellness CO.
Initial Complaint
Date:12/19/2024
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.
On 12/19/2024 I entered a Petco next-door to the ****** home furnishing where I am a sales manager, who also shares the same warehouse as the Petco located at ************************************************************, I was blatantly, disrespected and discriminated against by the supposed to be assistant manager, who, in the process of me trying to buy two hamsters, for my mothers birthday was questioned by her, as if I was under an interrogation. I felt as if I was being treated as a piece of c*** at the bottom of her shoe this so-called assistant manager, then decided to tell me that she wanted pictures of the inside of my home of where they will be kept, and she wanted regular pictures on how they were doing, as if that was some kind of policy when an actuality she broke the law by trying to tell me that she needs to know whats going on inside of my home, she then proceeded to tell me Petco policy states unless they can verify Work a hamster is being kept they cannot sell them. I have never been so disrespected and discriminated against in my life and mind you I am an animal person. I have two rabbits, two dogs and a bird, and I was trying to buy these things for my mothers birthday at this point this lady not only discriminated against me. She stole time for me that cannot be replaced for my mothers birthday. She had the nastiest attitude and treated me so nasty. From the moment I walked in the door, then had a nerve to tell me that because I talked to an employee and not a manager she was not going to serve me. Im not sure how Petco does business but at this point, I need someone from corporate to call me because this type of behavior is not acceptable. This assistant manager came into my place of business, which is literally right next-door or through the same warehouse she would have never experienced this type of behavior. This is not acceptable and I repeat again. This is not acceptable. This is 2024 and I know were not still being racist.
Business Response
Date: 12/21/2024
Dear ***** *********,

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

Thank you for reaching out and sharing your experience at our Petco location. I want to express my sincerest apologies for the treatment you described during your visit. It is truly concerning to hear that you felt disrespected and discriminated against, especially as a valued member of our community and a dedicated animal lover. I have escalated this issue to our corporate team to ensure that this will be addressed accordingly and someone from the team will be reaching out to you within ***** hours. I assure you that we take these matters seriously.

Thank you for your patience and understanding.

Sincerely,
*******
Petco - The Health + Wellness CO.
Initial Complaint
Date:12/19/2024
Type:Product 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 purchased an automatic litter box (Petsafe) in the July/August timeframe. I've used this company previously and was very happy with their product for over eight years. This litter box started malfunctioning about one month ago until it really couldn't be reset about one week ago - I tried to keep it. I went to the store, and talked to *********, a manager, who told me to bring it back for store credit as they could not reimburse me since it has been over one month. I asked it it was ok to come in this week, and she said yes. I went there yesterday to return the item and purchase a new one (different model), but was declined the return. So here I was, taking back the old litter box, and purchasing a new one for close to $200. When calling the number they gave me, I was told that I couldn't return because I didn't have a receipt and the timeline had passed. No, I don't have a receipt since I had no intentions of returning it! I called customer service and they offered me a credit of $30!This litter box was close to $300 I now seek:- Apply the credit of $300 to the purchase of the litter box I purchased yesterday at $170 - Credit the remaining amount to my account My account is set up under: ****************
Business Response
Date: 12/21/2024

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

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

Thank you for reaching out and sharing your experience with your recent purchase and the issues you've encountered. I sincerely apologize for the inconvenience and frustration this has caused you. I understand that you are seeking a resolution regarding the return of your automatic litter box, and I appreciate your loyalty to our products over the years. Its unfortunate that the communication regarding the return policy didnt meet your expectations,and I can see why you would feel disappointed.

Please note that for in-store purchases, we offer a 30-day guarantee for refunds. Items returned within 31 to 60 days will receive a full refund in the form of merchandise credit. Unfortunately, returns made beyond this 60-day window cannot be processed through our store. If your return falls outside of our policy, we recommend reaching out directly to the manufacturer for assistance. Here is their contact information:

Email Address: ***************************
Customer Care Phone #: **************

Thank you for your patience and understanding.

Sincerely,
Petco - The Health + Wellness CO

Customer Answer
Date: 12/21/2024
I dont accept this response for the following reasons:
- I went to the store on December 11, asking the manager what my options were since it was outside of the return time frame, and she immediately offered a merchandise credit. I asked if she could give me about one week so we could decide what product we want to proceed with, and she said it was ok.
- on December 18, I went back, and, contrary to my original plans of purchasing another unit through ******, I decided to go with another litter box from the same manufacturer in exchange of the defective unit. The cashier didnt see an issue with it, even though I told them that it was purchased on August 3. Yet, the transaction was declined, and I had to now pay for the new litter box.
- when calling the company Petco used for these decisions, they said that it was due to no receipt and length since purchase and customer service would have to handle this. I called CS, only to be told that they can only handle online purchases.
- I returned to the store on December 19 to talk to the same manager who originally gave me the information, and she tried to handle the return. Denied again, and when I called the company again, I was told that it was denied because I had too many returns without a receipt. 1. The receipt was pulled up by your associates. 2. I rarely have any returns, and should have been made aware if I was running close to a limit
- Petco should be responsible for this since I was given wrong information and a close to $300 litter box should not malfunction in four months!

Business Response
Date: 12/23/2024

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

This communication is in response to your rebuttal with Better Business Bureau case # ********. We are truly sorry about your ongoing disappointment on the issue.

We are able to locate the transaction for the PetSafe *********************** Self-Cleaning Cat Litter Box purchased last 8/3/2024 at Petco *************** for the amount of $202.24. Unfortunately, we are unable to issue a store credit for the whole amount. We have issued a $100 electronic gift card as partial refund for the product.This can be used both online and in-store with no expiration date. I understand that this may not align with what you were hoping for. Please know that we have thoroughly assessed the situation, and this is the best option we can offer at this time.

Thank you again for contacting Petco.

Sincerely,
Petco - The Health + Wellness CO
Customer Answer
Date: 01/02/2025
unfortunately I cannot accept this as the best you can do at this time for the following reasons:
- the store told me multiple times that I will NOT have an issue with the return and I should just contact the number they gave me or customer service. I trusted that your employees were knowledgeable, and this matter would be resolved quickly. It has now become a big investment of my time, including going back and forth to the store. Last ime we were at the store, we were told to get the unit from home, and they guaranteed the return would go through, only to receive another ecliptic with a number to call.
- I paid only about $200 for the unit, because I used some of your promotions and $5 credits that I receive with my extensive purchases. If you care to check, that unit is actually close to $300. Just getting 1/3 of that value is not acceptable.
- I purchased another unit at the time where I was originally promised the return, and will need at least reimbursement up to that amount, whch was $183 (and Im not counting the $5 credit
- last but not least, both your customer service department and the company you work with gave me several different answers, leading me to believe that I wasnt told the truth - on four calls, I received five different answers (yes, one of them actually had two different ones). They ranged from: we can only give you a $20 credit since it was an in store purchase to youve initiated too many returns. As a note, Im not in the habit of returning items, especially not past the allotted time period. If there was a danger of reaching a limit, I should have been given a warning though.
While the offer might be generous from Petcos point of view, its not acceptable for me as the consumer, since this has been clearly a mistake multiple Petco representatives have made, and the Corporation should acknowledge and rectify their misrepresentation.
Initial Complaint
Date:12/17/2024
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.
Website states that i can receive product by 12/20 ( for example) but when i check out, it says receive by 12/26 unless i pay extra for shipping. Please see pics of my shopping cart and what it says when i check out. Their online chat are saying that need to allow 3-4 days for shipping. But shopping cart shows 12/20. They refused to give me a supervisor multiple times.
Business Response
Date: 12/20/2024
Dear ******* *****,

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

Thank you for reaching out and bringing this issue to our attention. I sincerely apologize for the confusion regarding the shipping dates displayed on our website and during checkout.

I understand how frustrating it can be to see an earlier date on the website and then find a later date at checkout, especially when youre relying on timely delivery. Shipping timelines and shipping charges will be displayed in your Shopping Cart after you have signed in to your registered online account. Final shipping charges will be displayed during Checkout, once a shipping address has been entered and a shipping method has been selected. I appreciate you sharing your experience and the photos of your shopping cart;that information is very helpful in addressing this issue.

Our team is currently reviewing this matter to ensure that our shipping timelines are accurate and consistent throughout the shopping experience.

Thank you for your patience and understanding.

Sincerely,
Petco - The Health + Wellness CO
Initial Complaint
Date:12/16/2024
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 took my dog to get groomed at this Petco. After the grooming appointment, my dog was nonstop crying and acting very off. The groomer gave her a large cut on her bottom. I had to take her to the vet and my dog is very traumatized from groomers now. Ive reached out to corporate, submitted multiple complaints and nobody has gotten back to me. They injured my dog and she was required to be on antibiotics because of the injury. I dont think their grooming is safe for animals.
Business Response
Date: 12/20/2024
Dear ********* ****,

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

Thank you for reaching out to us and sharing your experience regarding your dogs grooming appointment. I am truly sorry to hear about the distress your dog has experienced following the grooming, and I empathize with the concerns youve raised. Please know that the safety and well-being of our furry clients is our top priority, and it is disheartening to learn that we fell short in this instance. I understand how traumatic this must be for both you and your dog,and I sincerely apologize for any pain caused.

We have forwarded this complaint to our district manager to reach out to you regarding this issue, and we were advised that they have reimbursed the medical bills. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our district manager until it is resolved.

Thank you for your patience and understanding.

Sincerely,
Petco - The Health + Wellness CO
Initial Complaint
Date:12/16/2024
Type:Service or Repair 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.
On December 8, 2024, I placed an online order with Petco for canned cat food. The 2 varieties I ordered were only available as 12-packs, so I ordered one of each 12-can package. The last time I ordered the same two items, each variety came nicely shrink-wrapped in a cardboard package.This time, though, someone decided to send 24 separate cans which were all loose and bounced around in the shipping box, until I received them. I did take a photo to show how carelessly they were shipped, but when I called Petco's customer service line, the representatives only concern was how many cans were dented/damaged. I stated that I expected to receive the product properly shrink-wrapped, but the representative didn't seem to care about that. Incidentally, not Petco's fault, but Fed-Ex had left the package after 9:30 at night (I know, because I checked the front porch at that time) and I found the rain-soaked box on the edge of our front porch about 8 a.m. the following morning. At least, it had not been stolen!The next day, I received replacements for the nine cans which were received damaged, but these were left on our front porch with no knock or ringing of our doorbell (we were home at the time). Again, the cans were delivered all loosely in a thin plastic bag, but at least none was damaged this time.I believe that this incident should have been resolved with at least a no-charge delivery of two properly shrink-wrapped boxes of the canned cat food and a label to return the original shipment, but no one in Petco's customer service department seemed to feel as I did.
Business Response
Date: 12/20/2024

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

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

Thank you for reaching out to us and sharing your experience regarding your recent order. I sincerely apologize for the inconveniences you faced with the packaging and delivery of your canned cat food.

We strive to ensure that all products are delivered in optimal condition, and its concerning to hear that your order did not meet these standards. Your feedback on the handling of your shipment, including the improper packing and the delivery timing, is crucial for us to improve our processes. I appreciate you taking the time to document the condition of the product and your communication with our customer service team. I would like to make this right for you. A $34.29 refund has been issued and you should see the funds reflected in your account within 2-3 business days, depending on your banks processing times.

Thank you for your patience and understanding.

Sincerely,
Petco - The Health + Wellness CO
Customer Answer
Date: 12/20/2024

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.
I also wish to thank the business for going "above and beyond" to treat me as a valued customer and appreciate their resolution.
Regards,

***** *****
Initial Complaint
Date:12/15/2024
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.
Petco Corporate Team, I am addressing a repeated incident of unacceptable behavior exhibited by your customer service department and or your credit card department. The current Card ending in 4942 Valid thru 08/25 has recently been the fourth (4th ) credit card that I have had issue with. I have called to try to resolve this matter multiple times and each time I talk with a customer service, they forward me a new card; however, when I try to order something off of the Petco website, my card gets declined. This last time I called customer service and I was informed that because I had not used the card in so long, it had been deactivated. Now, I have been a customer at ********************** over fifteen (15) years. Each time I call back to try to resolve the matter, all I get is an apology. Petco says they Strive to provide the highest quality of care for their furry friends and their owners however, I cant provide for my fur babies because my card keeps getting denied even though the balance is zero and the available credit is $500 dollars. The last customer service individual informed me that the Bank that held the card was responsible, but was not able to inform me who the bank was or offer me any contact information to resolve the manor. Whom do I need to speak with in order to resolve this matter? Each customer service person I speak with tells me a different thing. I would like a new card that is up-to-date and works so that I may purchase food for my fur babies.
Business Response
Date: 12/21/2024
Dear ******** ********,

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

Thank you for reaching out to us. We sincerely apologize for the frustration and inconvenience you have experienced with our Petco Pay Credit Card. We value your loyalty as a Petco customer for over 15 years and understand how important it is to have access to your funds for your beloved pets. I am truly sorry to hear about the repeated issues youve encountered with your credit card. Unfortunately, we can only assist on questions regarding missing points, ************************** orders, Petco related returns or ********** Rewards. In general, all questions regarding card issues or replacement cards and such will be handled by our bank partner, *********************. You can call the bank at the phone number located on the back of your credit card, ************.

Once again, I apologize for the inconvenience this has caused. Thank you for your patience and understanding.

Sincerely,
Petco - The Health + Wellness CO

Customer Answer
Date: 12/21/2024

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 contact the telephone provided to resolve the matter to see if it gets resolved.
Regards,

Regards,

******** ********

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Petco Animal Supplies Inc is NOT a BBB Accredited Business.