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

  9125 Rehco Rd San Diego, CA 92121

• 

  Petco Animal Supplies Inc

  10410 Friars Rd San Diego, CA 92120

• 

  Petco Animal Supplies Inc

  154 Encinitas Blvd Encinitas, CA 92024

• 

  Petco Animal Supplies Inc

  2749 Via De La Valle Del Mar, CA 92014

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:11/27/2024

  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.

  Attempted an early auto ship however it did not discount the order. Called in immediately. The gentleman was rude, even said "are you calling me a liar"? Refused to get me a member of management. Has placed me on hold multiple times. Same gentleman continues to come back to the line

  Business Response

  Date: 11/29/2024

  Dear ******* ******,
  
  This communication is in response to your Better Business Bureau case # ********. Unfortunately, the order number you provided shows as invalid. Upon further probing, you confirmed that the order youre pertaining to is with ********. We recommend contacting ******** directly about this matter, and we hope it gets resolved quickly. 
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 11/29/2024

  
  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:11/21/2024

  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 went into *****/Petco for a vaccination appointment for my dog on 10/24/2024. The advertised price for the services I needed on their website was $149+ tax. They also advertised that my vet visit fee would be free on their website. When I went into the store and had my dog's appointment, they said that the services that were advertised as $149 online were actually $320. When I asked why they advertised a different price online, they said they did not know what I was talking about. I pointed out that their website says $149 and that my vet appointment should be free, and all they could do was give me a $25 off coupon and let me pay for the vaccines individually.The advertised price of $149 is still online. I was in contact with the manager, ******, to let her know I'd like to be refunded the difference in the advertised price vs. what I paid, and she stopped responding. I ended up paying $266+ for a vet visit/vaccine appointment that was advertised as $149. This is false advertising and price gouging, if I'm not mistaken.When I filed with my credit card because I was incorrectly charged for this visit, Petco came back and said that I was engaging in "friendly fraud". This is unacceptable business practices, misleading, and false advertising.

  Business Response

  Date: 11/27/2024

  Dear ******** *****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Your complaint has been forwarded to our Vetco Clinics team for proper attention. After reviewing your account, we can confirm that your visit on October 24, 2024, was at a **************** location. The prices you provided refer to Vetco Vaccination Clinics. Please note that Vetco Vaccination Clinics and ***** ********** offer different packages at different price points. To receive the prices you mentioned, you would need to schedule an appointment with Vetco Vaccination Clinics.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:11/19/2024

  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.

  I bought 2 parakeets together and they both died at the same time not living 5 weeks. I called the Petco store in ****** SC and the Manager was rude and refused to replace the birds. I called Petco Corporate and they are refusing to respond and refused to let me talk to a supervisor. I was told no supervisor works there. Over a month waiting for a response from Petco! I googled Petco complaints and apparently Petco Corporate does this to every complaint they will not respond and ignore the customers! So they know they are selling sick birds that wont live long and these birds are not cheap!!! I definitely deserve my money back or 2 replacement birds!! Im tired of the mind games!

  Business Response

  Date: 11/27/2024

  Dear ****** ****,
  
  This communication is in response to your Better Business Bureau case # ********.  We are sorry to hear about your recent experience at one of our locations.
  
  A copy of your complaint was shared with our store leadership to ensure that this will be addressed accordingly. We were advised that the general manager, **** has contacted you and resolved this complaint. We will be directing all further inquiries regarding this matter through our manager to ensure a smooth communication.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 11/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they fixed the issue accordingly and I am now satisfied. **** was a wonderful person to work with and I will be shopping with them in the future. 
  
  Regards,
  
  ****** ****
  
   
  

• Initial Complaint

  Date:11/18/2024

  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.

  The same day delivery option needs to be removed from the site until it's fixed. I've tried to use it three times and all three times I was supposed to have my order within a couple hours and it didn't arrive until the next day. It was foolish of me to again trust Petco to honor their same-day delivery and the timeframe that is stated on the website when you check out, but I did. I checked on the order After waiting over an hour and was informed that it would not be here until the next day. I requested to cancel the order and was informed afterwards that I would have to wait 2 to 3 days for a refund. I trusted you with my last $50 and now my cats have no food and I can't change the litter because your "same day delivery" is really a next day delivery. I could have ordered from pet smart with door dash but I believed your alse advertising. I'm never making another Petco transaction again.

  Business Response

  Date: 11/20/2024

  Dear ***** ****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  I hope this message finds you well. I want to sincerely apologize for the inconvenience you experienced with your recent Same Day order with Petco. We strive to provide a seamless experience for our customers, and I regret that we fell short in this instance. I want to inform you that your order has been canceled per your request, and the good news is that you were not charged for this order. If you see any holds or pending charges on your account, please be assured that these will fall off within a few days.
  
  To help prevent future issues, I would like to share some important information regarding Same Day Delivery. Orders must be placed before 5 PM local time to be eligible for Same Day delivery. If an order is placed after this time, it will be scheduled for delivery the following day and will not reflect as a Same Day Delivery option. When you select Same Day Delivery for eligible items, you will also see available delivery timeframes to choose from, ensuring you know when to expect your items. Please remember that all Same Day Delivery orders should arrive by 9 PM local time.
  
  To express our appreciation for your understanding and to make up for any inconvenience this may have caused, we have also issued you a $15 e-gift card you can use on your next purchase/order. This is our way of saying thank you for being a valued customer. We appreciate your understanding and patience in this matter.
  
  Thank you for being a valued customer.
  
  Sincerely,
  ********************** - The Health + Wellness CO
  

• Initial Complaint

  Date:11/18/2024

  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 got a new kitten, brought it to Petco **************** on 5/29/2024. I was not given a choice of options I was interested in but was offered a choice of packages, and I did purchase Kitten Start, which include ***** check. ***** check was never done and on the invoice was marked as "pending". I asked doctor ****** about procedure and was informed that currently procedure is not available. I was encouraged to visit another vet clinic, but never was provided with any kit or additional explanations in terms of locations or time frames. I called ***** customer service, spoke with *******, and was informed that I won't be reimbursed for the procedure. I explained I am not looking for reimbursement but rather would like the procedure to be done. I was disconnected and never received call back.

  Business Response

  Date: 11/21/2024

  Dear ******** Krazhava,
  
  This communication is in response to your Better Business Bureau case # ********.
  I hope this message finds you well. I am writing to sincerely apologize for the inconvenience and frustration you experienced during your recent visit to Petco **************** with your new ********* is our priority to ensure that every customer has a positive experience, and its clear that we fell short in your case. I understand that you were not given enough options during your visit, and that the ***** check outlined in your purchased Kitten Start package was not performed. I am truly sorry for the lack of communication regarding the availability of the procedure and for the disconnect that occurred during your follow-up with our customer service representative.

  A copy of your complaint was shared with our ***** team to ensure that this will be addressed accordingly. We were advised that their team called and left a voicemail advising that we have added a complimentary ***** Test Kit to your pets account. They also informed you that this test is redeemable from any ************************ and to call with any questions or concerns.. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through them until it is resolved.
  
  Thank you for your patience and understanding. We truly appreciate your feedback, as it helps us to improve our services.
  
  Sincerely,
  Petco - The Health + Wellness CO
  
  
  

  
  

• Initial Complaint

  Date:11/16/2024

  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.

  Today I witnessed one of your employees mistreating a dog in the ***********************. When I contacted a manager and asked her if she could negotiate having my dog groomed by a different groomer because of the callousness I witnessed she told the employee I called her aggressive, the employee threatened to "confront" me physically, and then they cancelled my appointment. I gladly took my dog home, happy to save him from abuse at your store. Now, I am trying to make an appointment online at a different location, and the employees conspired to keep me from doing so by stating my dog had a "sensitivity to grooming" keeping me from making any future appointments with Petco online. This is a lie and they did not groom him at all. The *************************************** branch has a 5-year history of mistreating dogs and bad behavior toward ********s. I am not the first ******** to witness the mistreatment of ********************* in the grooming center and I will not be the last. It is going to cost Petco ********s.

  Business Response

  Date: 11/27/2024

  Dear ****** *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  A copy of your complaint was shared with our store leadership to ensure that this will be addressed accordingly. We were advised that they have investigated the issue and did not find any validity to the claims. However,they have confirmed that they have unblocked you from online booking and you can schedule your pets next appointment. We will be directing all further inquiries regarding this matter through the store manager to ensure a smoother communication.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:11/07/2024

  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 went to return a fish that had died that I had bought a couple of days ago. The Kesher told me that I could no longer get another fish until I brought in a water sample. I was just happy to get mine. Refund, and so then she tells me oh no I can't do your refund either. Because you got it at another store. I demanded to talk to the manager because I knew that that was a lie. He took care of me and apologized. Then I came back to get my fish with a water simple, and they had obviously been talking about the incident because the way I got treated was appalling. I could not believe it. I asked if they had koi fish, they said no. goldfish, they said, do you have a big enough tank? I said, yes, I have a pond. She said, oh, these are not pondfish, because it gets too cold. Obvious lie. Since they live in ***** icy waters. She proceeded to reluctantly get my fish until apparently there was a tornado alarm that I didn't hear. She tried to kick me out into the storm. I said, can I at least get my fish. She said fine. I picked another two fish from the tank right next to her. I went to check out , those other 2 fish. We're charged at eighteen dollars apiece, and got rang up as koi fish, I told the cashier lady to please go check with the girl who had helped me out as she said there was no koi. There must be a mistake. I knew it was all malicious retribution so i started recording. When she came back reassured me the 1 inch fish are "large koi". So then I went back there and confronted the lady who had been giving me such a hard time and discriminating against me and causing me serious public shame and embarrassment. I confronted her about how she told me she had no koi she said, oh I thought you meant another type of Koi. i checked the price tag from the tank . EXPLANATION FOR CHARGING ME 2X MORE ? "prices change" LEAVE DURING THE STORM ? "IM NOT IN CONTROL OF THE ALARM"reluctantly, she went and checked me out herself W terrible attitude AND LOTS OF ATTNT ON **.

  Business Response

  Date: 11/10/2024

  Dear ****** ****** ****** ****,
  
  This communication is in response to your Better Business Bureau case #  22528550.

  I hope this message finds you well. I want to extend my sincerest apologies for your recent experience at our Petco store while purchasing a fish. Your feedback is invaluable to us, and I appreciate you taking the time to share your concerns. We have taken your complaint seriously and have forwarded it to the store manager for further review. After discussing the matter with the team present during your visit,they have provided their statements regarding the incident. It is clear that they were doing their best to manage a challenging situation.

  After a thorough review of the circumstances, we have concluded that there were no signs of discrimination or prejudgment displayed during the encounter. Nonetheless, we understand that this incident may have left you feeling uncomfortable, and we sincerely apologize for any distress it may have caused. Your satisfaction is important to us, and we strive to ensure that every customer has a positive experience in our **********************. We appreciate your understanding and hope you will give us another opportunity to serve you better in the future.
  
  Thank you.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

• Initial Complaint

  Date:11/07/2024

  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 am writing to express my sincere appreciation for the exceptional grooming services provided by ***** *. at the Petco in ************ (*********). ***** groomed my ********************** animal, SerVice WithA Smile (Bubbles), on November 6th, 2024, at 6:45 am.***** consistently goes above & beyond to make both *********** feel welcomed & valued. He has a gentle and patient demeanor that puts Bubbles at ease, & his attention to detail is remarkable. Bubbles always looks & feels fantastic after a grooming session with *****, and I trust him completely with my furry companion. He is a true asset to your team and the primary reason we continue to choose this Petco location for Bubbles' grooming needs.Unfortunately, my experience at the register during checkout was in ***** contrast to the excellent service provided by *****. *****, the cashier, was unhelpful and dismissive when I inquired about a price discrepancy compared to our previous visit. His response, "I don't know what you got last time," followed by silence, was unprofessional and unhelpful. Instead of offering an explanation, attempting to look up my purchase history, or seeking assistance from a manager, he simply pointed to the price on the grooming receipt. This was particularly frustrating considering I was the only customer in the store at the time, and a team member, who appeared to be a member of management was within earshot of our interaction.Upon exiting the store, I observed ***** speaking with the team member who appeared to be a manager. It was disheartening that this individual did not intervene during the checkout process when it was clear that ***** was unable to address my concerns.While I am incredibly pleased with ******* grooming services, the negative checkout experience with ***** and the lack of support from the apparent manager left a sour note on an otherwise positive visit. I hope this feedback will be used to improve the customer service experience at your location.

  Business Response

  Date: 11/13/2024

  Dear ****** *****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you so much for taking the time to share your experience with us regarding your recent visit to our Petco location in ************. We truly appreciate your kind words about ******* grooming services for Bubbles; it's wonderful to hear how he consistently goes above and beyond to create a positive experience for both you and your service animal. However, I am genuinely sorry to learn about your checkout experience and that we fell short of the high standards we strive to maintain at Petco.
  
  We have forwarded your feedback to our store leadership team, who have thoroughly examined your recent transaction and previous grooming appointments. Upon review, they found that you received a different service during your last visit, which involved an additional charge of $5.00 compared to your prior services. Additionally, you purchased a few items during this transaction. Our General Manager attempted to reach you on November 11, 2024, at 9:30 AM to discuss this incident; however,you were unavailable. They left a message for you to follow up. To ensure smoother and more direct communication regarding this matter, we will be directing all further correspondence through our manager until it is fully resolved. Please feel free to reach out directly to GM ***** at the phone number she left on the voicemail at your earliest convenience.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + ***********

  Customer Answer

  Date: 11/15/2024

  I wanted to provide an update on my case with Petco - ************.

  On November 15, 2024, at 10:49am PT, I spoke with *****, the General Manager, regarding the issues I raised. She assured me that discrepancies at the register were addressed with ***** & the team, and direct feedback was given to the team lead about the lack of attention during checkout. ***** confirmed that all pricing issues will be referred to the grooming department in the future.

  We discussed the $5 price discrepancy, which was due to a different grooming package. ***** offered to refund the $5 and provide a free grooming session of equal value for my next visit. Although I initially requested additional compensation, I reluctantly accepted her offer, as I highly value ***** *** excellent grooming services for my service dog, Bubbles. While I am disappointed that my original requests were not fully met, I am hopeful that Donnas commitment to addressing these issues will improve customer service at this location.

  I also found the Petco Corporate response puzzling for pointing out that I purchased additional items along with the grooming package. While the response was accurate, I found it unnecessary, potentially offensive, and demeaning. As a consumer mindful of my purchases & pricing discrepancies, this felt unnecessary & contemptuous, further emphasizing a society focused more on capitalism than professionalism & courtesy.

  I will continue to monitor future experiences & reach out to the BBB if necessary.

  Thank you for your assistance in facilitating this resolution.

  I have reviewed the written response made by the Petco Corporate **************** as well as spoken with the General Manager of the Petco - ************ location in *********, ** 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. If it does, I will consider this complaint resolved.  
  
  Best,
  
  ****** *****
  

• Initial Complaint

  Date:11/06/2024

  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 just called your store 11/6/24 at 12:43 and a gentleman rudly hung up on me. *****. Is this how you treat customers? The same person hung up I need to fix something with medical records for a vaccine at your location and I am not able to reach anyone .

  Business Response

  Date: 11/20/2024

  Dear ***** ********,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  I hope this message finds you well. I want to take a moment to sincerely apologize for the experience you had with one of our store partners. We strive to provide excellent customer service, and I regret that we fell short during your recent experience.We take situations like this very seriously, and I would appreciate it if you could provide us with the location of the store you contacted. This will allow us to address the issue directly with the store leadership and ensure that it does not happen again in the future.

  Your feedback is invaluable to us. You may email us at ****************************************** with reference # ******** so we can assist you better regarding this incident.

  Thank you for bringing this matter to our attention, and once again, I apologize for the inconvenience you experienced.

  Sincerely,

  Petco - The Health + Wellness CO

  
  

• Initial Complaint

  Date:11/05/2024

  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.

  Petco offered rewards like ******* rewards, no monthly fee when I bought items for my lizards. As of August 2024 there has been $9.99 being taken out of my checking account without permission from ************** in *********, **. I called ********* stating I didn't sign anything authorizing this membership and transaction, ********* stated they cannot terminate this membership until the renewal date of August 2025, that they enrolled me without my permission. I was not given any information regarding a Pet Vital membership when I thought I was agreeing to rewards points given when items are purchased. I want this membership stopped and a refund of $39.96 from August - November. I am a recent college graduate and can't make ends meet as it is.

  Business Response

  Date: 11/13/2024

  Dear ****** *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We are sorry to hear about the issues regarding 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 your plan was cancelled and we were able to refund only $19.98 since the benefits were used the other months. It should take 2-3 business days to reflect in your account.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO