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:10/12/2024

  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 ordered four fish. I was sent four of the wrong size and color. They keep saying theyre going to reach out to their third-party vendor because they cant approve my refund which is weird because it didnt say anything about that when I bought the fish I do they will not help. Ive went to my bank. I went to them, Im very upset then they sent me an email this morning saying the item came and then wrote the item as 2.5 inches but that was not on anything that I purchased. I can prove that I promise.

  Business Response

  Date: 10/17/2024

  Dear ***** ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  I apologize for the inconvenience you've experienced with receiving the wrong color and sizes of your fish. I want to assure you that we take these matters seriously, and we have processed a full refund for your order amounting to $23.91. It should reflect in your account within 2-3 business days.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:10/11/2024

  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.

  My Shihpoo was groomed on 10/9/24. She's nearly shaved bald. And the shave isn't even all over; it's very patchy looking. She doesn't even look like the same puppy. And if that's not enough, the ******* *** H cut my baby's tail TWICE! I called & spoke with the salon manager *********** told me that my dog was matted badly & they did what they could do considering the condition we brought her in. I'm highly upset & will be seeking legal advice for the ************* they've imposed upon my puppy.

  Business Response

  Date: 10/17/2024

  Dear Kerelenko Chandler,
  
  This
  communication is in response to your Better Business Bureau case # 22411184.
  
  Thank you for
  reaching out to us regarding your recent experience at our grooming salon. We
  sincerely apologize for the distress and disappointment you have felt following
  your Shihpoo’s grooming appointment with us. I want to assure you that we take
  such matters very seriously, and your concerns about the grooming and the
  condition of your dog are noted. Our goal is to provide each pet with the
  highest quality of care and grooming, and it is clear that we fell short in
  your case.
  
  Meanwhile, a copy
  of your complaint was shared with our District Manager to ensure that this will
  be addressed accordingly. We were advised that their team has contacted you and
  issued a full refund for the grooming. To
  ensure a smoother and more direct communication, we will be directing all follow
  up or additional concerns regarding this matter through them.

  Once again, I apologize for the
  inconvenience and distress this has caused you and your puppy. We value your
  feedback and hope to restore your trust in our services.
  
  Sincerely,
  Petco - The
  Health + Wellness CO
  

  
  

  Customer Answer

  Date: 10/17/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22411184, 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,
  
  
  
  Kerelenko Chandler
  
  
  
   
  

• Initial Complaint

  Date:10/10/2024

  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.

  August 28th my dog ***** **** went to the clinic Petco/vetco animal hospital for a blood sugar curve. At the end of the visit the doctor stated that the dog should come off of her current insulin ********* immediately and change to a total different insulin; Vetsulin. The ********* she has been on for some time and this was doing well for her as our only concern was she was having accidents and maybe she might have a UTI. The doctor stated she did have some glucose in her urine and minimal bacteria but thought a total change in her insulin might be the reason. So we followed the direction of the doctor and took her off the insulin she had been on and bought Vetsulin at a cost of *****. The doctor told us to keep her off insulin totally for a couple of days so insulin was out of her system. On the 30th of September the Vetsulin was administer to her at 10units BID as compared to the ******* she was getting BID 28th prior to this change. On the 1st of Septmber ***** because very ill and I had to take her to the emergency clinic. She was vomitting and lethargic. Emergency vet said she was having a reaction from new insulin and sent her home with antinausea meds and pain meds. This event cost us $900.00. On Sept. 6th ***** was sick again and lethargic and throwing up. I called Petco/Vetco to get her in and they would not accommodate an emergency visit at ALL. I called ************************* and they did. There they determined she was in Diabetic Ketoacidosis and she is now in *** at ******************. This visit cost me ****** at ************************ and emergency **************** will be about 4K. Petco/Vetco was gross negligent in there services with my dog and nearly killed her. I have also filed a complaint with the State of NC.

• Initial Complaint

  Date:10/09/2024

  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.

  In July of last year I signed up for a vital Premier account with **********************. (Vital Care #*********). Today I called to cancel this plan and was informed that the length of contract was actually for a full year and they would not cancel it, only mark it to be not auto-renewed. I believe this is a predatory contact designed to lock people in, and was mislead at the time of purchase. When I signed up, I was told that I could cancel this plan at any ******* no point in time was I shown or told that this was a yearly subscription that actually could not be canceled at any point in time. I do not need this services any more I want my yearly subscription canceled now.

  Business Response

  Date: 10/11/2024

  Dear *** *******,
  
  This communication is in response to your Better Business Bureau case #  2240192.
  
  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 successfully cancelled per your request.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 10/11/2024

  
  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:10/08/2024

  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.

  I made an online purchase from the Petco website in 3/30/24 for 1 bag of premium dog food & treats for $166.70. The order that was delivered was not what I ordered. I immediately called Petco, and was told that I would receive a refund within 72 hours. After calling several more times after not receiving the refund, i disputed the charge with my credit card company (on 4/10). On 5/29, I was told the dispute was closed because Petco said they had issued a refund. I called Petco again, and they told me the refund went to the wrong credit card. At that point, I requested a refund via paper check and was told I would receive it in 3-4 weeks. It has been several months now, and *** never received my refund check.

  Business Response

  Date: 10/13/2024

  Dear Christine Vanecek,
   
  Good day!
   
  Our office has received your BBB Complaint ID
  #: 22396568. We sincerely apologize for the delay in processing your
  corporate check refund. We understand that timely refunds are important to you,
  and we are truly sorry for any inconvenience this may have caused. In order to
  proceed, please provide your complete information for the issuance of the
  corporate check. To
  ensure a smoother and more direct communication, you may reach out via email,
  chat or call and provide Case Reference 09829808.
   
  Name:
  Address:
  Phone #:
  Email Address:
   
  We will be waiting for your response. Thank you!
   
  Sincerely,
  Petco – The Health + Wellness Co.

  Customer Answer

  Date: 10/15/2024

  I have reached out to Petco customer service to provide the requested information (which they already have) and was told they can’t help me.  I don’t know who to contact.  The requested info is: Christine Vanecek, 436 Aspen Ct, Naperville, IL, 60540; (630) 605-1031; [email protected]

  Business Response

  Date: 10/16/2024

  Dear Christine Vanecek,
  
  This
  communication is in response to your Better Business Bureau case # 22396568. 
  
  Thank you for providing
  the needed information. I wanted to inform you that we have successfully
  requested the check on your behalf. We will keep you updated and notify you via
  email once the check has been successfully submitted.
  
  Thank you again
  for contacting Petco.
  
  Sincerely,
  Petco - The
  Health + Wellness CO
  

  Customer Answer

  Date: 10/17/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22396568, 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,
  
  
  
  Christine Vanecek
  
  
  
   
  

• Initial Complaint

  Date:10/07/2024

  Type:Order 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 not paid for the hours I worked in the pay period, and my employer refuses to send me documentation of my paystubs. I want to paid for the full amount of hours I clocked in

• Initial Complaint

  Date:10/06/2024

  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 canceled a premier pet account due to not using it and pet I refused to refund my money. The account has been cancelled, I just want my money back. Please help

  Business Response

  Date: 10/09/2024

  Dear Faith
  Mancini,
  
  This
  communication is in response to your Better Business Bureau case # 22387162.
  
  We are writing to
  inform you that the membership on your account for Aggie was successfully
  canceled on Oct. 6, 2024 and  your refund
  for the unused months of your Vital Care Premier Plan has been automatically
  processed. You will receive a refund of $219.89, which should reflect in your
  account within 7-10 business days.
  
  Thank you for
  your patience and understanding.
  
  Sincerely,
  Petco - The
  Health + Wellness CO
  

• Initial Complaint

  Date:10/05/2024

  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.

  My girlfriend and I signed up for a vital care plan for fish with Petco and was told it would be 10 dollars a month, but her card was being charged $21.89 a month instead. Before we signed up for the plan, we had an existing vital care plan for our cat and somehow that plan disappeared without any warning after we signed up for the fish plan. This was never stated to me by the Petco employee when signing up for the vital care fish plan. When I spoke to Petco customer service, they claimed we never had a vital care plan for the cat. We never signed up for any monthly charges of $21.89.

  Business Response

  Date: 10/16/2024

  Dear ****** **********,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We are sorry to hear about the issues involving your ********** Premier plan. A copy of your complaint was shared with our team to ensure that this will be addressed accordingly. We were advised that they are actively working on the case and will be contacting you to gather additional information. 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.
  
  Sincerely,
  Petco -The Health + Wellness CO
  

• Initial Complaint

  Date:10/04/2024

  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.

  9/3/2024 I purchased a jumbo goldfish I was told if anything happened to it to bring back in water I'm not sure if a time period was specified but fish had previously been under observation. I paid ***** plus tax for the fish. I previously purchased 2 koi 2 algae eaters and couple regular goldfish. the jumbo fish(bubbles we named it) was found laying on his side 10/3/2024. I took him back to the store had to wait an insanely amount of time only 1 person working then another lady appeared from a closed office door. Caucasian lady with gray hair very knowledgeable but rude as heck. I'm so upset about the fish as the others I have are doing so well. So she says well I cant sell you another one you should have brought fish in a bag an water in another one so I can test the water. I explained I wasn't told that I purchased fish from younger Caucasian guy that was well versed too and he told me bla bla. Then she say oh and today the last day!!so what lady why is that an issue? finally she say all I can do is give money back. I get to the counter I say well I no longer have that debit card so then she say all you can get is a store credit why I paid by debit that cleared 30 days ago and you said you wasn't going to sell me a fish.

  Business Response

  Date: 10/09/2024

  
  Dear Shantai
  Harris,
  
  This
  communication is in response to your Better Business Bureau case # 22379915.
  
  Thank you
  for reaching out to us regarding our return policy for freshwater fish. If you
  purchased freshwater fish from one of our Pet Care Centers, you can return them
  within 30 days with your receipt for a full refund to your original form of
  tender. Additionally, please note that Petco guarantees the health of
  freshwater aquatic life for 30 days from the date of purchase when housed in a
  properly established habitat. A receipt is required for refunds or exchanges,
  and we recommend bringing a water sample for evaluation.
  
  Unfortunately,
  since this transaction was completed in-store and you no longer have the
  original mode of payment available, our PCC is unable to issue a direct refund.,
  only a store credit. This credit can be used towards the purchase of your pet's
  needs at our store or can also be used at other Petco location.
  
  Thank
  you for your patience and understanding.
  
  Sincerely,
  Petco -
  The Health + Wellness CO
  
  
  

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Aug. 10th at approx. 1 a.m., I placed an online order via the Petco website. An item from my order was going to be shipped later in the week. The other part of the order I picked up from the store. I paid for the order through the third-party company called ******. The order was expected to arrive on Thurs. Aug. 15th but it never came. On Aug. 17th, I called Petco about the order that was not received to which they issued a refund. When I checked my Klarna account I discovered that Petco charged me twice for the original order ( order #***************) . When the refund was issued they applied it to one of the orders listed and then created another transaction for the refund amount. Resulting in a withdrawal from my account. I paid in full the original order, however Petco/****** continues to withdraw money from my account for an additional faulty charge. I have contacted both Petco and ****** and neither company is taking responsibility for the error. They have deducted ***** from my account so far, and another scheduled payment of ***** cents was issued. My hope is that BBB can hold someone accountable for charging me twice for the additional order then creating an additional charge for the refunded amount. I have provided all the supporting documents related to this issue in an attached pdf.

  Business Response

  Date: 10/09/2024

  
  Dear ******* ****,
  
  This communication is in response to your Better Business Bureau case #********. Thank you for reaching out to us regarding your recent charges.
  
  After reviewing your order, we can confirm that on August 10, you were charged two separate amounts: $65.15 and $40.59 for Order # ***************. We issued a refund for the $40.59 on August 17, 2024 for the product that did not arrive. Our records indicate that the only charge processed for your order is associated with the Klarna reference number K3W1BGN9.
  
  If you are seeing additional charges on your account, we recommend reaching out to Klarna directly to dispute those charges.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco -The Health + Wellness CO
  

  Customer Answer

  Date: 10/11/2024

  I've rejected this response because I have contacted both Klarna and Petco. ****** keeps referring me back to Petco, while Petco is referring me back to Klarna. The game of tennis without resolution has been time consuming, unnecessary and exhausting, resulting in filing a complaint with the BBB.  I would like for someone at Petco to contact someone at ****** to get this resolved. Thank you.

  Business Response

  Date: 10/17/2024

  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.
  
  After conducting a thorough investigation, I regret to inform you that we were unable to find any additional charges related to Order #***************. Our records indicate that all payments pertaining to this order have been processed successfully and accounted for.
  
  However, I want to bring to your attention that while investigating your case, we discovered a pending charge connected to a previous order, Order #*************** which was placed last July. This pending charge amounts to $16.80 for 3 cancelled items. Please note that this charge has now been released as of October 16, 2024, and you should expect it to reflect in your account within the next 5-7 business days.
  
  Thank you, and please let us know if we can be of any further assistance.
  
  Sincerely,
  Petco The Health + Wellness Co.