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:12/14/2024

  Type:Delivery 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.

  Please be advised that I am a disabled veteran and live alone with my retired military service dog.I place 2 orders for dog and cat food from Petco for my military service dogs.I placed my order to feed my 2 ************* dogs on 10/14/2024. I had a $20 reward credit applied to my Petco account thats a credit for my next order. I placed my order on 10/14/2024 and I was told it was declined. My credit card was fine with more than enough to pay for my order in addition to the $20 reward credit Petco issued me towards my next order. Petco declined my order within reason given.I made several calls and emails to Petco to resolve this issue and place my service dog food order. My many calls fell on deaf ears. I asked for a supervisor and was put on hold then disconnected. Petco customer service is located in a third world country where they can not speak English. An hour later I was told order # *************** was delivered on 10/07/24.This was a previous order i received 2 weeks ago with no issues. I placed my most recent order this morning 10/14/2024.Petco would not place of ship my order or apply my $20 in rewards I earned. All my calls to Petco had fell on deaf ears with not one return call from a customer service *** or a supervisor. This is no way to treat a disabled veteran who only wants to feed his military service dogs on a fixed income.

  Business Response

  Date: 01/04/2025

  Dear ******* *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  I am sorry to hear about the issues you encountered in placing an order. I wanted to let you know that the issue has been resolved. We conducted a test order using your account, and it was successful. You are welcome to proceed with placing your order at your convenience.
  
  Thank you for your patience and understanding. Please let us know if you need anything else.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 01/05/2025

  
  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:12/12/2024

  Type:Customer Service 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.

  Location- ********** **. (County line RD)I booked my dog a grooming appointment at the **********, ** location. A day before the appointment I received a call from the salon to confirm the appointment. I was told everything was up to date with vaccines and that he was okay to come for his appointment. I arrived to the appointment I was told by another lady that my dog's rabies vaccine expired and that she was unable to groom my him. The manager (*****), heard the conversation and my frustration and didn't even acknowledge the mistake. She also didnt apologize or even come to speak with me. Finally the ** ****** came to talk to me. He was very unempathic to what had occurred and told me there was nothing he could do. I rearranged my work schedule to bring my dog to his grooming appointment!!To make matters worst the salon workers were laughing as I was trying to make my complaint to the ** and he didn't seem to care!!! Horrible!!!!! This ** is in the wrong field! To not hold his staff accountable for these type of mistakes are ridiculous!!!I was told there's no way to leave a message for the district manager *****, and that all complaints are handled through customer service!! However, the ** did take my name and number and said that ***** (District Manager) would give me a call. I didn't receive a call. After leaving this review online, I received a response asking me to contact customer service. I reached out to customer service and they took my complaint and said the district manager would reach out to me. That was two weeks, and I never received a call. It's obvious district leadership care nothing about customer service.

  Business Response

  Date: 12/22/2024

  Dear ***** *****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out and sharing your experience regarding your dogs grooming appointment at our **********, ** location. I sincerely apologize for the frustration and inconvenience you encountered. Its clear that we did not meet your expectations, and I understand how disappointing this must have been, especially after rearranging your work schedule.
  
  It is unacceptable that you felt dismissed during your visit, and I apologize for the lack of communication from our management team. This is not the level of service we strive to provide. I deeply regret that you have not yet received a follow-up from our district manager. I will personally ensure that your concerns are prioritized and addressed promptly. I have forwarded a copy of your complaint to the district manager and requested that she reached out to you regarding this matter. Well also update you via email once we have receive a response from the district  manager.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:12/10/2024

  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 am writing to file a complaint regarding the training classes I purchased from Petco in September. I bought a package of 12 classes, expecting a comprehensive and effective training experience for my pet. Unfortunately, my experience has been far from *************** has taken an excessively long time to get through the first set of classes, and we are still not done. The training provided has been minimally helpful, and I feel that my pet's needs are not being adequately addressed.Additionally, the trainer often appears distracted by other duties, which impacts the quality of the training sessions. There have been multiple instances of the trainer running late or canceling classes altogether, further delaying our progress.I have been unable to reach anyone who can help and would like a refund for the package which was close to $300. I appreciate your attention to this matter and hope for a prompt response.Note: this is for the store on ******* which was not listed.Thank you for your assistance.

  Business Response

  Date: 12/11/2024

  Dear ***** *******,
  
  Our office has received your BBB Complaint ID #: **********************, the complaint we received lacks sufficient information. Could you please provide more detailed information about the issue so we can accurately direct your concern to the right person or department for assistance? The one that we were able to pull up under your phone number is the dog training class with Order # *************** booked last 10/2/2024 for the amount of $186.75. Please confirm if this was the training you are pertaining to. If not, please provide the order number so we can locate the transaction. In addition, please confirm if the address below is the location of the store.
  
  ANTELOPE 1346
  ***********************
  ******************
  
  Thank you.
  
  
  Sincerely,
  Petco The Health + Wellness Co
  

• Initial Complaint

  Date:12/09/2024

  Type:Customer Service 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 attempted to place an order for dog food and puppy pads for my dog, but the Petco website said the puppy pads were not available at the store. I called the store, and a customer service representative searched the store and found the product. We confirmed the cost ($50.32) and the associates put both products at the front counter for my husband to stop by and purchase. When my husband arrived, the associate "******" told my husband that the price was incorrect and he needed to pay the "correct" cost, which was $17.00+ higher. My husband called me, and I spoke with ****** and explained that the costs were confirmed that morning with an associate, and the cost came directly from Petco's website, but he was adamant about charging the higher price and said there was nothing he or we could do about it. This was a clear case of BAIT AND SWITCH which is TOTAL FRAUD AND UNFAIR TO CONSUMERS.

  Business Response

  Date: 12/10/2024

  Dear ****** *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out and sharing your concerns regarding your recent visit to our store. We sincerely apologize for any inconvenience you experienced; your satisfaction is important to us, and we appreciate your feedback. If you find an product on ************************** that is priced lower than what is available in the store, we offer a price match guarantee. Simply request a price match for the So Phresh Maximum Absorbency XX-Large Leak Shield Potty Pads, Count of 72 from one of our store partners, and they will assist you in ensuring you receive the best price available.
  Should you have any further questions or need assistance, please feel free to reach out to our customer service team directly with reference number 10253509.
  

  Thank you for your understanding, and we hope to have the opportunity to serve you better in the future.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

  Customer Answer

  Date: 12/10/2024

  Thats exactly what I attempted to do on yesterday but youre very rude Customer associate ****** refused to honor the price.  He said, and I quote theres nothing he can do about it.  It was his words and actions that prompted me to escalate this to the Better Business Bureau. It was not my fault that he feels the product on the shelf and the product online had a $17 price difference and he took it upon himself to make us pay the $17 additional cost. I dont know of any company that would penalize a customer due to their inaccurate information but Mr. ****** did exactly that on yesterday. We paid $17 more and he stood firmly on his response.

  Business Response

  Date: 12/11/2024

  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.
  
  I understand how disappointing it can be when discrepancies arise in pricing, and I truly appreciate you bringing this to my attention. I would like to assure you that I will be addressing this matter with our team to ensure that all our associates are equipped to handle such situations with the appropriate care and understanding. Please allow me the opportunity to resolve this issue for you. I have issued a $20 electronic gift card that you can use as a discount and have sent it to your email. This can be used both online and in-store with no expiration date.
  
  Once again, I apologize for the inconvenience and appreciate your understanding.
  
  Thank you again for contacting Petco.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 12/13/2024

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

• Initial Complaint

  Date:12/09/2024

  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.

  Petco refused to cancel my ********** REWARD Subscription since there is a 1 year committment - However, the PETCO where I brought my dogs to get groomed CLOSED.When I contacted petco - they said they would not cancel my ********** REWARD even though I can not take advantage of the ********** REWARD beneifts since the store closed.Terrible company to deal with on all levels.

  Business Response

  Date: 12/12/2024

  Dear *** Verb,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We are sorry to hear about the issues regarding the cancellation of your ********** Premier account. A copy of your complaint was shared with the appropriate team to ensure that this will be addressed accordingly. We were advised that both plans were successfully cancelled.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:12/09/2024

  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.

  spoke online to customer service to request a receipt for a purchcase of a fish tank from two weeks ago. referred to store location in **********. Called today 11/25/2024 and spoke to an associate who didnt give her name. She became defensive questioning why i needed the receipt took my info, then told me she couldnt help me. I asked if she was a manager and said no then hung up. The store now will not answer my phone calls. This location is a joke. never stocked, rude staff, etc. sorry i bought the fish tank here and not petsmart but will be shopping petsmart going forward, worthy of my business!

  Business Response

  Date: 12/18/2024

  Dear **** ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for taking the time to share your experience with us regarding your recent interaction with our ******** ** store. We are sincerely sorry to hear about the difficulties you encountered while trying to obtain a receipt for your fish tank purchase. Your concerns about customer service are very important to us,and we appreciate your feedback. It is unacceptable that our team did not provide you with the assistance you needed, and we apologize for any frustration this situation has caused. A copy of your complaint was shared with our store leadership team to ensure that this will be addressed accordingly.  We were advised that their team has tried to reach out to you to discuss this matter. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our store manager until it is resolved.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco -The Health + Wellness CO
  

• Initial Complaint

  Date:12/08/2024

  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 ordered cat litter on 20NOV2024 when ordered delivery date was was 3Dec2024. Not his changed to 5Dec2024. Not so bad. 5th December arrives with no delivery. Called customer service hotline and was told they had no tracking. Asked for a manager and was told none on duty. 3 days of trying to get answers and still waiting for a call back. I had to go spend extra money buying more cat litter because I cannot get any answers.

  Business Response

  Date: 12/10/2024

  Dear ** *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out to us regarding your recent order of cat litter. I sincerely apologize for the frustration and inconvenience you have experienced with the delivery delays and the lack of communication from our customer service team. I understand how important it is to have your supplies on time, especially when it comes to caring for your pets. After tracking the order, it shows that it will be delivered today, between 10 AM 2 PM. Meanwhile,a 50% partial refund amounting to $22 has been processed on 12/8/2024 and it should reflect on your account within 2-3 business days.
  
  We truly value your business and are committed to improving our service. Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO                                         
  

• Initial Complaint

  Date:12/05/2024

  Type:Customer Service 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 July 20 at 10 am, I bought my dog ****** a sheepadoodle, for grooming. Upon picking her up, *********, the stylist, told me that she was barking a lot and was distracted by the other dogs in the store who were getting groomed. The store was packed with dogs. I advised her this was the first time I had heard this type of complaint. She documented this on the computer and urged me to bring her in when there were fewer dogs. My dog has been groomed at ********, Military base Groomers, and other local groomers and has never had this problem. The inability to know how to deal with a dog should not be delegated to this person, if they cannot deal with dog then they should not be a groomer.I made the next appointment for Sept 12, 2024, at 9 am. When I picked her up, there were no problems or complaints. I tried calling Petco to book an appointment but could not reach anyone. They advised that I book online. When I went online, this is when I found out I was being discriminated against by Petco because of her comment she made in the system online. The system would not allow me to book an appointment throughout the ************* at any Petco.The website comment read, Based on your dog's personalized needs and previous appointment history, please call your local Petco grooming salon at ************** to book an appointment.Two appointments with their establishment are considered a history.I immediately called Petco and received a call from their customer service, who told me that they would not take my appointment. This was inappropriate and rude of this customer service person, phone number ************, and I told her this was in proper, and I will file a complaint. She said fine, filed your complaint, and she will not book the appointment and take my dog to ********. The stereotyping of the employee and her indiscretion was unprofessional. The information they input on the computer blacklists consumers prejudicially. .

  Business Response

  Date: 12/19/2024

  Dear ***** *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  A copy of your complaint was shared with our store leadership team to ensure that this will be addressed accordingly. According to the general manager, you were informed per policy that in the best interest of both pet parent and dog that only *** can be performed at this time. There is unfortunately no option to provide full grooming on the pet due to potential complications as a result of increased stress/anxiety. Our policies are designed to prioritize the health and comfort of the pets in our care. The decision to limit services to FFF is rooted in a commitment to minimize any stress that could adversely affect your dog. We understand that this may be disappointing, but we firmly believe that this approach helps ensure a positive experience for your pet during their grooming sessions.
  
  Thank you for your patience and we are hoping for your understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:12/02/2024

  Type:Customer Service 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 Office Formal Complaint Against Grooming Staff at PETCO ****************************************** Corporate Team, I am writing to formally address an incident of unacceptable bias and discriminatory behavior exhibited by the grooming staff at your *********, ** location during my recent visit with my dog, ****** who is a pitbull. I made an online grooming appointment for ****** Upon arrival, the staff declined to perform the service, citing a "hotspot" on her skin. However, there was no evidence of any skin breakage or medical issue, and the condition in question was a minor leash burn caused by ***** pulling, which did not impede her ability to be bathed. The staff took it upon themselves to make a judgment akin to a veterinary diagnosis, despite lacking the necessary qualifications. Following my attempt to escalate the matter with management, ***** was unjustly flagged or blocked from making future grooming appointments online and labeled as aggressive. This is categorically false, as ***** has never exhibited aggressive behavior during any prior grooming sessions. This action feels rooted in bias against *****s breed, reinforcing harmful stereotypes against pitbulls. The behavior of the Larchmont grooming team and the unwarranted flagging of *****s account is discriminatory, unprofessional, and contrary to the inclusive values PETCO claims to uphold. I respectfully request the following actions: 1. **Immediate removal of any flags or blocks placed on *****s account.** 2. **A thorough review of this incident by the district manager** and a direct follow-up with me to discuss the matter further. 3. **Implementation of staff training** at the ********* location to ensure all employees treat every customer and pet with respect, regardless of breed. Discrimination against certain dog breeds perpetuates damaging stigmas and is entirely unacceptable. I trust PETCO will take this matter seriously.

  Business Response

  Date: 12/08/2024

  Dear **** ******** ****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  I am reaching out to sincerely apologize for the experience you had at our ********* location during your recent visit. We strive to provide the highest quality of care for our furry friends and their owners, and Im truly sorry that we fell short of that goal during your visit. Your feedback is important to us, and we take it seriously as it helps us improve our services. A copy of your complaint was shared with our District Manager to ensure that this will be addressed accordingly. We were advised that the Larchmont General Manager has  reached out to you to address the concerns. To ensure a smoother and more direct communication, all further communication or follow up regarding this matter will be directed to the stores general manager.
  
  Thank you for contacting Petco.
  
  Sincerely,                                                                                                                                
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 12/09/2024

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

• Initial Complaint

  Date:12/01/2024

  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 am writing regarding order #***************, placed with Petco. According to the tracking details, the order was marked as delivered, but there is no evidence or photo showing it at my front door.A few months ago, I spoke with a Petco representative, who assured me I would receive a follow-up email about this issue. However, I never received any communication. I kindly request a full refund as the order was not received.Thank you for your assistance.

  Business Response

  Date: 12/10/2024

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

  We sincerely apologize for the inconvenience you have experienced with your Order # ***************, which unfortunately has not been delivered as expected. We have initiated a trace for your lost order to determine its whereabouts and ensure this matter is addressed promptly. In the meantime, I want to assure you that a refund has been issued for the full amount of your order, totaling $279.09. You should see the refund reflected in your account within 2-3 business days.

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