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

  17930 Halsted St Homewood, IL 60430

• 

  Petco Animal Supplies Inc

  G3559 Miller Rd Flint, MI 48507

• 

  Petco Animal Supplies Inc

  20980 Westgate Mall Fairview Park, OH 44126

• 

  Petco Animal Supplies Inc

  43465 Ford Rd Canton, MI 48187

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:09/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this formal complaint regarding a distressing experience at a ***** location. this particular visit was deeply disappointing and problematic.Vetco advertises a complimentary health exam with any service, which was a significant factor in my decision to bring my pets in for microchipping. Before the procedure, I specifically asked "Dr." **** if she would be conducting the health exam. She assured me that she would. However, after the microchipping, I reviewed the paperwork and found that every box for the health exam was marked Unable to examine. When I inquired, Dr. **** explained that there was nothing wrong with my pets but that she did not have the time to perform the exam. She further justified her actions by stating that an exam was unnecessary since I was only there for microchipping. This explanation is inconsistent with ****** advertised services and her prior assurance.The situation deteriorated when I attempted to address these issues with the clinic staff. ******, who was managing the clinic, responded with unprofessionalism and dismissiveness, making me feel as though my concerns were inconsequential. When I escalated the matter to ****, the manager, I was instructed to leave the clinic before receiving the full service I had paid for. Subsequently, **** canceled my other scheduled appointments without further communication or resolution.This experience has left me profoundly concerned about the misrepresentation of services and the disregard for both customer service and pet welfare. I am requesting a full refund for the microchipping service as it was incomplete and did not include the promised health exam. Additionally, I seek an apology for the unprofessional and dismissive behavior exhibited by the staff, along with a detailed explanation of how Vetco will address these issues to prevent recurrence.I trust the BBB will investigate this matter thoroughly and ensure Vetco takes appropriate corrective action.

  Business Response

  Date: 09/18/2024

  Dear **** **,
  
  This communication is in response to your Better Business Bureau case # ********. We sincerely apologize for the experience you had at our ************ during your recent visit. We strive to provide the highest quality of care for our furry friends and their owners, and Im truly sorry that we fell short of that goal during your visit.
  
  A copy of your complaint was shared with our ***** team to ensure that this will be addressed accordingly. We were advised that their team will be reaching out to you to discuss this complaint and resolve the issue. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our ***** team until it is resolved.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco -The Health + Wellness CO
  

• Initial Complaint

  Date:09/13/2024

  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 toke my dog cuddles in to ur groomer at ******************************************************************* on 9/13/24 at 11 am and pick him up at 1:50 pm and when we got in the car he bleed all over me I the first time this has happen seems I been bring him to us I was he give them hard time cutting his nails but its not bad they say but who ever cut his names this time cut in between hes. Paws and mad him bleed and its the first time ever happen with us I wanted to let us no about and I called the store And let them no about it and some to ask for when get cuddles hair cut from but want us to make it all better for him dodo some thing to make this rite

  Business Response

  Date: 09/22/2024

  Dear ******** ******,
  
  This communication is in response to your Better Business Bureau case # ********. Thank you for reaching out to us regarding your experience at our grooming salon on September 13, 2024. I want to sincerely apologize for the distress you and Cuddles experienced during his/her visit. We strive for the highest grooming standards, and it is concerning to hear about the injury you described.
  
  A copy of your complaint was shared with our store leadership and District Manager to ensure that this will be addressed accordingly. We were advised that their team is already in contact with you and they are actively working on the case. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our manager until it is resolved.
  
  Again,I apologize for the distress this situation has caused, and I thank you for your understanding and patience as we work to correct this matter.
  
  Thank you for contacting Petco.
  
  Sincerely,
  Petco -The Health + Wellness CO
  

  Customer Answer

  Date: 09/22/2024

  I want to deal with us not them please 

  Business Response

  Date: 09/25/2024

  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.
  
  To better assist you with your complaint, we have forwarded your concerns to our store leadership team. They are dedicated to addressing this matter and will work to provide you with a satisfactory resolution. As a token of our appreciation for your patience and understanding, we have issued you a $50 electronic gift card (eGC). You can use this towards any purchases online,in-store, or even for future grooming services.
  
  Thank you again for contacting Petco.                                      
  
  Sincerely,
  Petco -The Health + Wellness CO
  

  Customer Answer

  Date: 10/03/2024

  
  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,
  
  ******** ****** thanks for everything thing
  
   
  

• Initial Complaint

  Date:09/13/2024

  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 have been trying to contact customer support and every time the chat says customer service isnt available please try again during business hours but I have been trying to contact them during the middle of the day during their open hours so why does Petco keep telling me chat is closed?? Petco is billing my card multiples times and I need an explanation

  Business Response

  Date: 09/16/2024

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ********.  
  
  Thank you for reaching out to **. I sincerely apologize if you were unable to contact us recently. We value your inquiry and are here to assist you in any way we can. If you need to get in touch with us, please dont hesitate to call our support line at ************. Were available from 4 AM to 10 PM PST, seven days a week, and would be more than happy to help you with your needs.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco -The Health + Wellness CO
  
  

  Customer Answer

  Date: 09/16/2024

  
  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:09/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Petco changed unilaterally the terms and conditions of their Petco ********** Premier subscription before the end of the contract year for which I have prepaid. They sent an email on July 25 which only gave you the option to cancel, email that I did not see. Furthermore, on July 30, I enrolled another cat and the Terms and Conditions linked in the confirmation email were still the old ones.I found out about the change On Sep 11, when I went with my cat to a vet visit, and I was told that instead of covering the full amount of the appointment ($85) they will only cover $30 (due to above mentioned changes).I believe that this is illegal, as I have entered into an annual prepaid contract with Petco, and this contract should not have been changed unilaterally (for example I would not have been able to cancel the contract with 30 days notice before they changed the terms).

  Business Response

  Date: 09/16/2024

  Dear Anda Corlan,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out regarding the recent changes to the Petco ********** Premier subscription. I understand your concerns about the changes to the terms and conditions, especially since you prepaid for the current contract year. I apologize for any inconvenience this situation may have caused. A copy of your complaint was forwarded to the relevant team for their awareness and since plans were already cancelled, they have provided $50 in rewards for the refund of the vet exam benefit.
  
  We sincerely apologize for any trouble this may have caused. Thank you for your patience and understanding.
  
  Sincerely,
  Petco -The Health + Wellness CO
  
  

• Initial Complaint

  Date:09/10/2024

  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 took my dog to get a face feet and F**** grooming on sept 2nd at 2pm and 4 days later my dog started to itch really bad and I checked his body and I didnt see anything but when I looked at his head and his genital area in which was cut by the groomer I saw fleas upon my dog going to the salon he did not have fleas if he did the groomer would of called to let me know he was fine upon arrival I called the pet store Saturday morning at 9:30 am and the store manager was not coming in until Monday sept 9 there was a messed left for him but he did not call me as per stated by another staff member I received a phone call from the grooming manager and she denied the fact my dog caught fleas at her salon meanwhile when she was grooming my dog there was huge golden retrievers with chunks of hair flying everywhere in the salon and I shouldnt have to go threw this my little Pomeranian caught fleas from my golden doodle because of unsanitary conditions the store manager never reached out to me and no one cares this is disgusting and unacceptable Im asking for a resolution

  Business Response

  Date: 09/16/2024

  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out to us regarding your recent grooming experience at our salon. We truly value your feedback and appreciate your patience as we investigated your concerns. We have contacted the store leadership about the issue you raised, and they did not find evidence to support the claim that your pet contracted fleas during their visit with us. We understand how distressing this situation can be for pet owners, and we sincerely apologize for any inconvenience it may have caused. Our groomer has recommended that you consider seeking services from another grooming facility. We genuinely want the best for you and your pets, and we want to ensure that you receive the quality service you deserve.
  Regarding your request for a refund, I regret to inform you that our store is unable to process a refund for the grooming services. However, as a gesture of goodwill, we have issued you a $37 electronic gift card (eGC) that you can use towards your next purchase,in-store or online.

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

  Customer Answer

  Date: 09/16/2024

  
  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:09/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/4/24 I placed an online order at *************-North location at 7pm for store pick up. About 45 minutes later, I received an email saying that the item I ordered was out of stock. The customer service *** was able to give me a complimentary 6lb bag of food for the mistake. My money was returned to my account by the end of the night and I figured maybe it was just a small mistake and I I would order my dog food again the next day. At about 10am on 9/5/24 I placed an online order, this time for delivery to my home. I chose my dog food and even chose a substitute flavor in case the original wasn't available. I was given a time window of 12pm-2pm for delivery. A few hours later I received another email stating my order had been delayed. I called customer service and they assured me I would receive my order by 9pm that day. I kept checking back and no updates were available. I spoke with customer service, they apologized and offered me another complimentary 6lb bag. No delivery came that day.On 9/6/24, I was up at 5:30 am reaching out to customer service again and they said they were trying to figure out what went wrong with my order. By 1pm I had heard nothing back so I told them to have a supervisor email me asap. The supervisor email me around 2pm apologizing and said I would receive $20 in rewards so I could buy some food for my dogs and they would continue to try to resolve my issue. I went to go buy the food and when I went to my account online to view the rewards, there was only $10 instead of the $20 that I had been told I would receive. So I didn't have enough money to buy the size bag I wanted and got a smaller one. I didn't hear back from anyone that night. On 9/7/24 I decided to cancel my order and reached out to customer service to cancel and now they're saying it's too late to cancel and I have to go to the store and return the product for my refund! I have no product to return since they never fulfilled my order.

  Business Response

  Date: 09/12/2024

  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  I want to sincerely apologize for the inconvenience you experienced with your recent order (***************). We understand how important it is to receive your items promptly and accurately, and we regret any frustration this may have caused. After reviewing your order, we have confirmed that it was indeed canceled. You will not be charged for this order, and any pending charges you may see should clear in a few days.
  
  Thank you for your patience and understanding. Please let us know if we can be of any further assistance.
  
  
  Sincerely,
  Petco -The Health + Wellness CO
  

• Initial Complaint

  Date:09/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. My order number was ***************. i placed a same day delivery order for 13 cans of cat food on 09/06/2024 for $15.56. I did not receive my order during my delivery time, so I contacted my local petco store, the employee told me the door dash driver never showed up, but someone would deliver my items soon. Hours went by and I still never received any items so I called the main ******** service, the ***resentative told me some items were not available, and they would refund me the items in 2 to 3 business days. It is now 09/09/2024 and I still did not receive my refund for items, so I called the main ******** service number back and she told me that they had to make a full cancelation on order and it would take 2 to 3 business days to get refund. I explained to her that I already received a cancelation for my order and was told on 09/06/2024 that i would get my refund back in 2 to 3 days. I am frustrated because I was expecting it to be back on my account by the 2 to 3 days. It appears if they did not cancel it like they said. The first ******** service *** I spoke to on 09/06/2024 told me the order was cancelled and I would get my refund in a few days and that did not happen. I keep getting told different things and it is rude and unprofessional. All I ordered was 13 cans of cat food, nothing else. I even applied substitutions or the cat food if some should be out of stock. I am appalled that not one of the 4 different kinds of cat food i ordred was in stock. I most likely will not be ordering from Petco ever again because of their poor service and misleading and miscommunication.

  Business Response

  Date: 09/12/2024

  Dear *********************,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We sincerely apologize for the delay in the delivery of your order. After reviewing our records, we confirmed that your order was delivered on September 10, 2024,which is outside the expected delivery timeframe. We understand how important it is for our customers to receive their orders on time, and we are truly sorry for any inconvenience this may have caused you. As a gesture of goodwill, we have issued a full refund for your order amounting to $15.56. You should see this reflected in your account within 2-3 business days.
  
  Thank you for your understanding and patience in this matter.
  
  Sincerely,
  Petco -The Health + Wellness CO
  

• Initial Complaint

  Date:09/08/2024

  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.

  On Wed 9/4, I placed an order online and selected to have it delivered the next day between the time of 12-3 p.m. On Thurs 9/5 at almost 4 p.m., the order never came. I contacted Petco's live chat to see where the order was, and they said they were waiting for a driver and that it could be delivered tonight or possibly tomorrow. Later that night, my co-worker texted me to say she was at Petco, to call them & give permission for her to pickup my order. I called, they said they couldn't give her the order even though the order was less than 2 feet from her. I was told I could cancel the ************** re-ring it so she could get it then. I CAN'T cancel the order, I had redeemed a $5 reward on it & a promo code which I would lose, so I said to just leave as is.On Fri 9/6 at 2:40 pm, obviously order wasn't coming today either so I contacted live chat again to cancel the order. They said it couldn't be cancelled except for 6 cans. Since cancelling 6 cans helps NOTHING, I said to keep order as is. They said they understood but apparently they didn't since they actually cancelled & refunded 6 cans.It is Sunday 9/8 and order STILL ISN'T HERE!!! No explanation why, and "we're waiting for a driver" doesn't cut it. If a business is going to offer next day delivery, and they can't find a Door Dasher then Petco should be delivering it themselves.I don't have a vehicle. I ordered from Petco because my cats were out of food. Petco offers same day delivery with Door Dash, so I depended on that delivery for my cats dinner that night. Thankfully Amazon delivered cat food the next day, because it's been 4 days of waiting on Petco and who knows how many more?Totally RIDICULOUS.

  Business Response

  Date: 09/12/2024

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We sincerely apologize for the delay in the delivery of your order. After reviewing our records, we confirmed that your order was delivered on September 11, 2024,which is outside the expected delivery timeframe. We understand how important it is for our customers to receive their orders on time, and we are truly sorry for any inconvenience this may have caused you. As a gesture of goodwill, we have issued a full refund for your order amounting to $28.38. You should see this reflected in your account within 2-3 business days.
  
  Thank you for your understanding and patience in this matter.
  
  Sincerely,
  Petco -The Health + Wellness CO
  

  Customer Answer

  Date: 09/12/2024

  
  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:09/07/2024

  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.

  August 2023, I got my dogs vaccines updated through the Vetco. One of my dogs had diarrhea, shortly after, but the vet on call with their normal vet said it was probably nerves because he is an anxious dog. August 2024, we were told the same dogs distemper lapsed, so they could not give him the 3 year. However, my other dog was fine, when they both went in at the same time I told the vet the concern about the diarrhea. She agreed that it was probably nerves and gave him the vaccine. Nothing happened. He was a happy dog. No GI issues. We had to come in a few weeks later for a booster. The person checking us in was extremely rude about it. The vet there then refused the booster even though he was fine and I said it was from nerves last year. The check in person gave us a number to call to get a refund. I called it. And now there is no refunds. That it is our fault that we did not read the terms and conditions. But we did not think we would get denied because everything went fine. It is not our fault. I am just looking for some sort of compensation for this because this was a horrible experience and an upsetting result.

  Business Response

  Date: 09/12/2024

  Dear ***** Educate,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  A copy of your complaint was shared with our ***** team to ensure that this will be addressed accordingly. We were advised that someone from their team will reach out to you shortly. They also stated that vaccinations are given at the discretion of the Vetco Vet. If the Vetco Vet is uncomfortable vaccinating, their team cannot overturn their decision to refuse service.However, you can return to the same clinic or a different clinic, when a different DVM is present to discuss vaccinating as our doctors are on a contracted, rotating basis and it may not be the same doctor at each clinic location.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco -The Health + Wellness CO
  

  Customer Answer

  Date: 09/12/2024

  Hello, 

  It is good to know I can go in at a different time and get services. However, they said *** now has a block on his file stating he needs to go to the ************** locations. Can you please remove that from his file so I can get serviced somewhere else? 
  

  Thanks,

  ***** Educate

  Business Response

  Date: 09/16/2024

  Dear ***** Educate,
  
  This communication is in response to your rebuttal with Better Business Bureau case # ********. 
  
  Our Vetco team confirmed that they do not see any alerts or anything that would prevent *** from being serviced but again, vaccination is at the discretion of the Vetco Vet at the time of the appointment.
  
  Thank you again for contacting Petco.
  
  Sincerely,
  Petco -The Health + Wellness CO
  

• Initial Complaint

  Date:09/06/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the "Kitty City Car Seat Pet Crate for Cats" for $65 on August 29th, with an arrival date of Sept 5th. I ordered this for my move on Sept 9th. After ********************************************************************* a timely fashion, and became very concerned about the delivery being on time. Now, the product website says "next day shipping", so I contacted support to make sure they processed this to ship on time, or cancel if its going to be delayed. Despite contacting support via text chat and phone, 3 times, prior to this item shipping, no one properly cancelled it, nor refunded me. This item did not ship, until Sept 4th. Tier 1 support, finally responded in an email, claiming that I only have "3 hours" to cancel the order from the time of placing it, which is nonsense, because it didn't ship for a full 6 days. And back to the day it shipped, Sept 4th, if their shipping was "next day business", it would have still arrived on the 5th or 6th, but as you can see, they lied about that. So they didn't ship for 6 days, and then they shipped standard-ground. This is nothing short of fraud, I've been robbed of $65 for a product that I will never see. The customer support is completely incompetent, and dishonest. They lied about cancelling the order, as well as refunding me. I have two case numbers as evidence of contact. Case **************** #******** I already am disputing this with my credit card company, and I plan to file written complaints with government agencies if this is not resolved.

  Business Response

  Date: 09/08/2024

  Dear ***************************************,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We are reaching out to sincerely apologize for the delay in the fulfillment of your recent order (***************) with us. We understand how important it is for you to receive your items on time, and we regret any inconvenience this may have caused you. To resolve this matter, we have issued a full refund for your order amounting to $64.99.You should see the funds reflected in your account within 2-3 business days,depending on your banks processing times.
  
  We appreciate your understanding and patience in this situation. If you have any further questions or need assistance, please don't hesitate to reach out. We value your business and hope to serve you better in the future.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco -The Health + Wellness CO
  

  Customer Answer

  Date: 09/12/2024

  
  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.

  Thank you for taking the time to investigate, respond and resolve this issue. I greatly appreciate your time and effort. I would also like to commend the lady I spoke with on the phone who called ***** to initiate a "return to sender". She was not tier 1 support, it was a different number, idk if it was something more corporate, but she did what Tier 1 support failed to do.

  
  Regards,
  
  ***************************************