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:11/18/2024

  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
  

• Initial Complaint

  Date:11/04/2024

  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.

  I was banned from Petco due to making a statement about the manager not being fit for their role. I was banned after purchasing large amounts of product and knowingly given sick fish that cause an immediate death of my pet that cost over $100 due to its nature and size. This location needs to be investigated for mistreatment of animals and discrimination of the *************** This location does not follow minimum health standards for its customers or *********************.

  Business Response

  Date: 11/16/2024

  Dear **** ****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out to us regarding your recent experience at one of our Petco locations. I sincerely apologize for any inconvenience or frustration you encountered during your visit. Your feedback is incredibly important to us, and we take it very seriously.
  
  I want to assure you that your complaint has been shared with our store leadership team last week when you first contacted us. Additionally, our District General Manager attempted to contact you on November 9, 2024, to address your concerns directly but was unfortunately unable to reach you.
  
  We would really appreciate the opportunity to discuss this incident further and work towards a resolution. You can call the District General Manager directly at the same phone number he used at your most convenient time. We genuinely value your input and hope to turn this experience around for you.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:11/02/2024

  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.

  April 2024, I paid for two Petco AKC dog training classes. Six months later, ***** the trainer said that the majority of trainers in the area have left the company, and her schedule was complicated. I asked for a refund and she stated that other clients had successfully received refunds under similar circumstances.Two weeks ago, I arrived at Petco and did not have the receipt with me. Despite this, **** ***** (General Manager), assured me that as a respected customer, the refund would not require a receipt. The difficulties began with the first attempt to process this refund without a receipt. Each time, the register displayed a Return Declined message, and the managers could not determine why the system wasnt authorizing the refund. Within an hour, I returned with my original receipt, expecting this would resolve the issue. But the refund still couldnt be processed. The managers expressed surprise, explaining that Petco had made recent internal changes they hadnt been trained on, complicating their ability to complete the refund. The last attempt prompted them to contact a third-party company called, The Retail Equation. The managers called and spoke to a representative who explained that the multiple refund attempts had blocked my account, profiling me as a habitual returner and restricting me from making any returns to Petco for 180 days. The General Manager, **** ******, reached out to District Manager **** ******, who authorized the refund. However, despite multiple promisesincluding sending a check by overnight express over a week agoIve still received nothing. Attached are documents with details. I would like my name removed from The Retail Equation's block listthis situation in no way reflects a pattern of misuse with "no receipt" returns. This was a single, legitimate attempt to resolve an isolated issue, supported by two store managers, and I feel Ive been treated unjustly throughout this process.

  Business Response

  Date: 11/09/2024

  
  Dear ******* **********,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We are sorry to hear about the issues regarding the dog training classes you purchased. A copy of your complaint was shared with the District Manager to ensure that this will be addressed accordingly. Today, we got confirmation that the check has been issued with the reference # 1242453 , payment date 11/06/2024 as overnight to your address.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 11/10/2024

  
  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:11/02/2024

  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've been going to Petco since June 2023 for my dog's grooming services. In February of '24 my dog started having seizures, the vet put her on medication but it's something that happens every once in a while. I notified Petco of the situation, they stated they needed a note from the vet that it was okay to groom her. I provided the note from the vet and made sure that's all that I needed to have her groomed. I also talked to the groomer about express services because I didn't want her kenneled and paid extra for that. So the times she was groomed after that were 3/18, 5/17, 6/28, 8/9 and 9/20. On 6/28 my dog actually had a seizure in the parking lot right before her grooming and they still took her in and groomed her after I sat with her for about 20 minutes. Today, 11/1, I drove down to take her to her appt and our regular groomer is no longer there. I explained to the new groomer the situation of her seizures, that there was a note on file and there has never been an issue while she was being groomed. She said it was fine, I signed everything that needed to be signed and left her there. Not no more than 20 minutes Petco calls me stating to come and pick the dog up. The groomer was uncomfortable. Are you serious? I get there and they said it's their policy they can't take dogs that have had seizures in the last 6 months. And my dog was KENNELED, which they know she's not supposed to be. I'm beyond furious because I've been paying EXTRA for what? They'll take her right after a seizure but not today. The last 5 visits weren't 6 months seizure free, because they were AWARE that my dog started having them in FEBRUARY. I went over exactly what I needed with their management team before taking her there after her first seizure. Their new groomer is probably inexperienced and wasted my time this morning. It takes a lot to get her to her appointment because I care for my sick mom 24/7. And now there's not a grooming appt that I can get my dog to because people are booked!

  Business Response

  Date: 11/10/2024

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

  I hope this message finds you well. I want to extend my sincerest apologies for your recent experience while having your dog groomed at our Petco location. Your feedback is invaluable to us, and we strive to ensure that every pet and their owner have a positive experience. We have forwarded your concerns to our store management, and I am pleased to inform you that the General Manager has reached out to you via email to address your situation directly. For any further communication regarding this issue,please feel free to correspond with the General Manager, who is more than willing to assist you with any additional questions or concerns you might have.

  Thank you for your understanding, and we appreciate your patience as we work to rectify this situation. We value you and your furry friend as part of the Petco family and hope to serve you better in the future. 
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

• Initial Complaint

  Date:11/01/2024

  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.

  order *************** needs to be refunded.when i placed the order, the *** said nov 2 deliverywhen you shipped early and notified me 10/30 that it would be delivered 10/31 i told your customer service NO, do not have it delivered on halloween. I WILL NOT BE HOME. AND IF ITS LEFT ON PORCH IT WILL BE STOLEN!!!! Its the worst day of the year to leave package on a porch with kids and teens all over the *********** would not listen to me because you restricted the package for some reason... so I got on your chat and your ***resentative called ***** and your *** said YOU WILL HOLD UNTIL 11/1 AND YOU WILL DELIVER IT 11/1. CHECK THE CHAT RECORDS FOR MY ACCOUNT *************************** hours after this chat, i got an email from petco saying ***** delivered to my *********!Tonight on camera I saw 2 teens take the boxes away, probably thinking its candy.I demand a refund on this failed order, and petcos negligence.

  Business Response

  Date: 11/08/2024

  Dear **** *********,
  
  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 unfortunate incident regarding your order that was stolen on Halloween. We understand how frustrating and disappointing this situation must be for you. I want to assure you that we take such matters seriously, and we are committed to making things right. A refund for your order amounting to $255.24 has been issued on November 6, 2024. You should see this reflected in your account within 2-3 business days.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO