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:10/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 working at petco in **************** off of **************** for 3 months. Yesterday a woman (Jenn) was being racist towards me, she said , all Mexican people are racist when I said she cant say that she said its ok because shes Mexican. she was my manager I asked her to apologize before she spoke to me and now Im off the schedule after I told the general manager.

• Initial Complaint

  Date:10/29/2024

  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.

  We scheduled an appointment for our dog to have a surgical consult. The day before the appointment, we got a confirmation call where the caller specifically said it was a surgical consult for the masses on our dog. When my fiance took her in they immediately said the surgeon was on maternity leave and no surgeries could be done until November and that we would have to bring our dog back to get a consult from the surgeon in November. They charged my husband almost $200 (tried to charge $455) to treat an ear infection that they have treated over and over again to no avail. We did not make the appointment for her ears, we made it for a surgical consult and were led to believe that is what we were going in for. On top of that, they tried to charge him $455 and then when he pushed back they said they could write a prescription for her meds that would be WAY cheaper than them forcing us to buy the meds at the office. This business is robbing people blind and lying to them about it. Its despicable and needs to be addressed.When I called and asked for an explanation, Dr. *********** said she did make my fiance aware that there was no surgeon at the start of the appointment. I kept questioning her why we were brought in for an appointment at all and she had no explanation. We were given false information over the phone and they knew it when they told us.

  Business Response

  Date: 09/09/2024

  
  Thank you for taking the time to share your experience with me. Providing professional and compassionate care for every client and their pet is our top priority. The manager of the clinic will be reaching out to discuss your concerns. Thanks. 
  

  Customer Answer

  Date: 09/13/2024

  Complaint: 22254034
  
  I am rejecting this response because:
  I have waited and no one has reached out to correct the issue. Someone needs to reach out immediately to correct the e issue. 
  Regards,
  
  ***** *******

  Business Response

  Date: 10/10/2024

  After further review, this clinic is not owed by ******. It appears to be owned by Petco/Vetco. Please reach out to them for resolution. Thanks! 

  Customer Answer

  Date: 10/10/2024

  Complaint: 22254034
  
  I am rejecting this response because:
  Thrive turned into Petco Petco. I tried to find Petco Petco on the BBB and its not there.
  Regards,
  
  ***** *******

  Customer Answer

  Date: 10/15/2024

  We made an appointment specifically a surgical appointment and it was under false pretenses, and we deserve our money back. The surgeon was never there and was never going to be there yet. They marketed it as a surgical consultation and then tried to charge us and insane amount of money to treat a problem. Theyve treated unsuccessfully multiple times.

  Business Response

  Date: 10/29/2024

  Thank you for taking the time to share your experience with me. Providing professional and compassionate care for every client and their pet is our top priority. We would like an opportunity to visit with you more in-depth about your concerns. A Thrive team member will be reaching out to you to address your concerns directly. Thanks. 

  Customer Answer

  Date: 10/29/2024

  Complaint: 22254034
  
  I am rejecting this response because: this business has already said they would contact me and they have not. They need to contact me within the next 48 hours or Im not accepting this response. ************
  
  Regards,
  
  ***** *******

  Business Response

  Date: 11/08/2024

  Dear ***** *******,
  
  This communication is in response to your Better Business Bureau case # ********.  We sincerely apologize for the experience you had at our **************** hospital.
  
  A copy of your complaint was escalated with our ***** team to ensure that this will be addressed accordingly. We were advised that their team will be reaching out to you directly regarding this matter. To ensure a smoother and more direct communication, we will be directing all further follow up  regarding this matter through our Vetco team until it is resolved.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:10/25/2024

  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.

  DELIVERY. I am on a Petco Repeat Delivery program, and their deliveries usually are flawed. I have posts on both sides of my porch, which provide areas out of sight from the street... Petco delivery drivers continuously place packages in plain sight. I've been waiting for a shipment and check my porch twice daily. I did that today (10/24/2025), finding nothing. I subsequently opened my garage, and when I backed out, I ran over a Petco package that was left on my driveway. WHO THE **** LEAVES A DELIVERY ON A DRIVEWAY. The package was slightly larger than a toaster, not heavy, and the steps to my porch are roughly the same as the steps onto my driveway. Items inside were damaged and leaking. I will take them to the store tomorrow for an intended exchange, anticipating no problem with staff there. Because they must be using a store employee or a low-bid delivery contractor, I believe this problem rose to the level of writing BBB.

  Business Response

  Date: 10/29/2024

  Dear **** ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out to us regarding your recent experience with our Repeat Delivery program. I sincerely apologize for the inconvenience you encountered with your package delivery.
  
  I understand how frustrating it must be to find your delivery left in plain sight instead of being placed securely on your porch. Our goal is to ensure that packages are delivered safely and discreetly, and it is concerning to hear that this standard was not met in your case.  Your feedback is invaluable, and I will ensure that it is communicated to our delivery team to help improve our service.Additionally, I am sorry to hear about the damaged items in your package. I encourage you to visit your local Petco store for an exchange, and I hope the staff there will assist you promptly.
  
  If you would like to escalate this matter further or if you have any additional feedback you would like to share, please feel free to reach ******* may call us at ************ and provide reference number ********. We appreciate your loyalty, and we are committed to making your delivery experience better in the future.
  
  Thank you for bringing this to our attention, and I hope to resolve this matter to your satisfaction.
  
  Sincerely,
  *******
  Petco - The Health + Wellness CO.
  

  Customer Answer

  Date: 10/29/2024

  
  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:10/24/2024

  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.

  This evening, October 24th, 2024 i placed an order through the petco app for curbside pickup at my local *******************. Upon placing the order, the petco app gave me and error message stating ***-*** please try again later. And then promptly took ****** from my bank account. I checked in my app and the website to ensure the order did not place, and it didnt. I called the petco customer care line **************, and was told we are having problems with ***** pay. Sorry. I requested a supervisor regarding this, because obviously it is not having issues if they pulled the money from my account. I am still currently on hold at 31 minutes waiting for a supervisor.

  Business Response

  Date: 10/30/2024

  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 caused by the pending charges in your Apple Pay account while attempting to place your order.
  
  Please rest assured that these charges are temporary and should fall off within 7 to 10 business days. If you have any immediate concerns or if the charges do not resolve in that timeframe, I recommend reaching out to ***** Pay support for further assistance. They will be able to provide you with more detailed information regarding your account.
  
  Thank you for your understanding, and we appreciate your patience in this matter.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:10/23/2024

  Type:Order 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 is not honoring the one year warranty when the dog crate broke in 36 days. The web shows reviews where customers are having the same issue with a defective door.I have contacted the company (see attached email).The company also claimed they knew nothing about a warranty and wanted me to send them a copy. Very suspicious. Copy of warrant sent. Next, they wanted photos. Photos *********, they wanted videos. The company needs to end this fraud and do the right the thing. Take these crates off the market and stop injuring animals.Request a refund in the amount of $84 including seven percent tax.I attempted to upload the warranty, Petco reviews, photos of door but the system will states the files are to large.Those attachments can be seen in the email that is attached to this complaint.

  Business Response

  Date: 10/28/2024

  Dear *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We have received your feedback regarding the EveryYay Going Places 1-Door Folding Dog Crate,48" L X 30.1" W X 32.6" H you purchased, and we apologize for any inconvenience this has caused.
  
  At Petco, we are committed to delivering high-quality products, and we regret that we did not meet your expectations in this case. We take this matter seriously and are committed to ensuring it does not happen again. Please be assured that we have documented your comments and forwarded them to the relevant department for further review.
  
  Meanwhile, since this is an in-store purchase and already beyond the guarantee period, we are unable to issue a refund back to the original mode of payment. However, we have sent a $84 electronic gift card to your email as an alternative. This can be used both online and in-store with no expiration date. 
  
  We value your business and appreciate your loyalty. Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 10/29/2024

  
  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:10/20/2024

  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 enter the store at ************* on 10/20/2024 at 4:10 Pm. My wife and I heard the manager on duty berating his fellow coworker saying I work harder than you shouldnt be complaining or talking. Disgusting it was we went to grab our cat litter and went to the cashier area. We witness a mother with her baby waiting a while so I decided to ask for service. The manager came back and started berating me saying you couldnt wait, and you calling out for service is a man child. This was disgusting I did not even say anything negatively. I told him the mother was waiting holding the baby. He then says the mother could wait more.

  Business Response

  Date: 10/30/2024

  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 your recent experience with our store personnel at ******, **. We strive to provide the best service possible, and it is clear that we fell short in this instance.

  Your feedback is invaluable to us, and I have forwarded your comments to the appropriate department for further review. We are committed to addressing any issues and ensuring that our staff members receive the guidance they need to offer the excellent service our customers deserve.

  Thank you for bringing this matter to our attention.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

  Customer Answer

  Date: 10/30/2024

  
  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:10/17/2024

  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 supplies for my dog which was supposed to come in 3 orders. 2 of the orders were not received and one was extremely delayed. I called/chatted on several occasions and was told they would process a refund for my missing two orders. The only thing I have received was the water bottle. The rest of my order is not here. Please help me to resolve this issue.

  Business Response

  Date: 10/28/2024

  Dear ***** *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out to us regarding your order refund request. We appreciate your patience as we conducted a thorough investigation into the matter. After careful review, we have confirmed with ***** that your package was successfully delivered to the address specified on the shipping label. Additionally, the photo evidence provided by ***** supports this delivery confirmation. Unfortunately,as a result of these findings, we are unable to issue a refund for your order.We understand that this may not be the outcome you were hoping for, and we sincerely apologize for any inconvenience this may cause.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  
  
  

  Customer Answer

  Date: 10/29/2024

  I reject because even delivery photos are showing different doors. Order was not received 

  Business Response

  Date: 11/06/2024

  Dear ***** *******,
  
  This communication is in response to your rebuttal with Better Business Bureau case # ********.  We are truly sorry about your ongoing disappointment on the issue.
  
  We have thoroughly reviewed the photos submitted by the carriers for your recent order,and we want to provide you with an update. Upon inspection, we found that all three shipments were delivered to the same door.  Given this information, we regret to inform you that we are unable to issue any replacement or refund for your order, as the items have been successfully delivered as per our records.
  
  We appreciate your understanding in this matter.
  
  Thank you again for contacting Petco.
  
  Sincerely,
  Petco - The Health + Wellness CO
  
  

• Initial Complaint

  Date:10/17/2024

  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.

  Urgent Request for Refund and Compensation - Order #*********Dear Petco Customer Support,I am writing to formally express my frustration and dissatisfaction regarding an ongoing issue with my purchase from your Petco store in ******, *******On **August 24, 2024**, I purchased dog food under order number ***********, which was unfortunately spoiled. I promptly returned the food to the store, as instructed, and was told that I would receive a refund within a few weeks. I waited **four weeks** without any refund being processed. When I contacted your customer service team again, I was told that no record of the return had been processeddespite physically returning the spoiled dog food to the store. This situation has caused a significant inconvenience, not only in terms of time wasted but also the effort required to follow up on an issue that should have been resolved weeks ****** is incredibly disappointing that your support team in ****** has not been adequately trained or educated to handle returns efficiently. As a loyal customer, this has resulted in an unacceptable experience, and I now demand:1. **Immediate refund** for the purchase made under order #******* In the form as a store credit 2. **$100 USD in store credit** as compensation for the inconvenience and time wasted throughout this process.If this matter is not resolved swiftly, I will be left with no choice but to escalate the issue further, including lodging a formal complaint with the Better Business Bureau (BBB) and sharing my experience publicly.I trust that Petco will take the appropriate steps to resolve this matter quickly and restore my confidence in your company.Thank you for your immediate attention to this urgent matter.Sincerely, ****** ********* ****************************

  Business Response

  Date: 10/30/2024

  Dear ****** Abinaked,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out to us and sharing your experience with the product you purchased at our store in ******, ******. We sincerely apologize for any inconvenience this defect may have caused you. 
  Unfortunately, since the item was purchased at a store in ******, we are unable to issue a refund. We recommend that you contact the store where you made the purchase. They will be able to assist you with the return process and discuss any available options for a refund or exchange. 
  To express our appreciation for your understanding and to make up for any inconvenience this may have caused, we have also issued you a $50 e-gift card you can use on your next purchase. This is our way of saying thank you for being a valued customer.This can be used both online and in-store with no expiration date.
  
  We appreciate your understanding, and we hope that the situation can be resolved promptly.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 10/30/2024

  
  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,
  
  ****** Abinaked
  
   
  

• Initial Complaint

  Date:10/17/2024

  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.

  PetCo refuses to provide any corporate office information. They will not transfer me to anyone at the corporate office, they are blocking all contact information! I have been transferred to the wrong place 4 times and ended up back with the first ****** I spoke with, who still will not allow me to speak with anyone who can assist me in the corporate office!

  Business Response

  Date: 10/28/2024

  Dear ***** *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out to us. We sincerely apologize for the experience you encountered during your recent contact with us. Your feedback is important to us, and we strive to ensure every interaction meets your expectations.
  
  If you have any further questions or need assistance, please feel free to reach out using the contact information provided below:
  
  ************; 4AM to 10PM PST, 7 days a week
  
  For Vetco Vaccination Clinics:
  ************; Monday-Friday 6AM-5PM PST, Saturday 6AM-4PM PST or Sunday 7AM-4PM PST
  
  You can also email us at ******************************************************************.
  
  Thank you again for contacting Petco.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:10/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Petco refuses to cancel a monthly fee for ********** rewards That does not have a annual commitment. They keep taking money out of my account without my permission, even though Ive canceled four times.

  Business Response

  Date: 10/19/2024

  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 only the last payment of $27.18 has been refunded since the benefits were ******* should take 2-3 business days to reflect in your account.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco -The Health + ***********