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

  1215 Broadway #D Chula Vista, CA 91911

• 

  Petco Animal Supplies Inc

  9745 Mission Gorge Rd Santee, CA 92071

• 

  Petco Animal Supplies Inc

  8290 Mira Mesa Blvd San Diego, CA 92126

• 

  Petco Animal Supplies Inc

  1000 W Valley Pkwy Escondido, CA 92025

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:09/05/2024

  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.

  Upon signing up for Petco ********** membership, I did so after a Petco ***resentative explained to me that the vet visits at Petco would be fully covered under the membership. This was the ONLY reason I got this membership. In march the company changed the membership terms that now it would only cover 30% of vet visits. However I was unable to cancel at this point bc I was locked in for an annual membership with monthly $27.21 charges through November 2024. I called in march and this month to explain to a *** that because the vet visit coverage was the only reason I was paying for this membership and the policy changed mid-membership, I wanted to terminate my membership after February 2024 and receive a refund for months paid since then (March-September 2024). The ***resentatives declined to provide this cancelation and refund because of the annual commitment. However I am certain this is essentially a bait and switch situation. I require as stated above immediate membership cancellation and refund for the months of March through September 2024, totaling $190.47.

  Business Response

  Date: 09/11/2024

  Dear *****************************,
  
  This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about the issues regarding your ********** Premier membership.
  
  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 has been cancelled as per your request, however, we regret to inform you that they are unable to issue the refund you are requesting for. We understand this may not be the answer you were hoping for, and we sincerely apologize for any disappointment this may cause.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco -The Health + Wellness CO
  
  

• Initial Complaint

  Date:09/05/2024

  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 am writing to file a formal complaint against Petco regarding an unresolved issue with my Petco membership. As a long-time loyal customer of **********************, I was promised a free grooming perk as part of my membership benefits. I earned this reward and was unaware of expiration and the new policy being 10 days from expiration to get acceptation to reinstate. After being transferred several times to overseas contact center and agent finally escalated to supervisor in *******. Ive been a long time customer spending thousands of dollar a year with all services and they advised oh well nothing to do. Im asking for my free grooming thats it.

  Business Response

  Date: 09/08/2024

  Dear ********************,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We are sorry to hear that you were unable to use your free grooming coupon and it has already expired. We check our system and found that the coupon has expired on May 11, 2024. As per our policy, we are only able to reissue coupons that expired within a 7-day timeframe. Unfortunately, we are unable to extend the validity of your coupon at this time. However, as a one-time courtesy, we have sent you an $80 electronic gift card (EGC) to your email address. You can use this gift card as a discount towards your next grooming appointment.
  
  We truly appreciate your loyalty. Thank you for your patience and understanding.
  
  Sincerely,
  Petco -The Health + Wellness CO
  

• Initial Complaint

  Date:09/03/2024

  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.

  This complaint is about PETCO's **************** under ********** program that is accessible to customers via **********************'s App where all staff are trained and encouraged to urge walk-in customers to download that App and for a monthly fee of $19.70 receive discounts and additional offers. When one purchases supplies for more than one pet, cashiers are trained to let consumers know that they can use the App to add their additional pets for additional discounts. The number one issue is that PETCO is not TRANSPARENT about their pricing policies and one assumes the $19.70 is part of the membership, however they do charge up to $8.75 per each pet per month, which you can only find out about if you check your bank statements. In my experience with PETCO's Premier ********** program, I added a pet reptile (a small Chameleon), which passed a way after a year, and I was instructed at the store to simply delete the Pet's profile from that App. The *** even asked, why are you removing this Pet from the Membership Program and I reported the pet diseased, which should have stopped the additional money they were charging secretly and without transparency. 6 months after I deleted the Pet's profile and reported it deceased, I noticed the same charges on my bank statements. I called and spoke to a supervisor in the PETCO **************** Program (**********) and they said you also have to call and report the pet diseased, which the App didn't and I got only a partial credit. And on the same day I got the partial refund, and cancled my membership, they charged me once again for $19.70 + $8.75 for the deceased pet and when I called them today, they day they have no idea why! How many thousands of consumers are getting taken advantage of by this program and these unethical acts need to be brought to the attention of **** of Consumer Affairs.

  Business Response

  Date: 09/11/2024

  Dear *******************,
  
  This communication is in response to your Better Business Bureau case # ********. We are sorry about the confusion on the charges on your 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 reptile's plan was cancelled, and partial refunds were processed since benefits were used. However, it looks like you still has a dog plan active and that is why you are still being charged. The last charge for this plan was on 8/29/2024.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco -The Health + Wellness CO
  

• Initial Complaint

  Date:09/02/2024

  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 am a Petco Vital member. I brought my dog to get her nails trimmed and groomed. There were no issues. I scheduled my next appointment for nail trimming and grooming, but I was told they cant perform the treatment due to my dog being in heat. That is understandable. I went to schedule my next appointment online, and was given an error that I need to call to schedule. I called to schedule the appointment, and the manager told me that my dog is not allowed to be seen there. The stated reason for being on this list is that my dog was listed as aggressive. My dog is a golden retriever mixed with poodle. This information was never relayed to me prior to the manager telling me during the phone call to schedule the appointment. The manager is refusing to schedule my dog for her grooming that I pay a membership fee for. My dog has never displayed aggressive behavior. She had a successful grooming, so I dont know where this is coming from. The manager was completely unwilling to rectify the situation in any manner. In his words, an inexperienced employee put your dog on the list, and I am unable to take her off

  Business Response

  Date: 09/04/2024

  
  Dear *****************************,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for taking the time to share your experience with us. I sincerely apologize for the confusion and frustration you've encountered related to your dog's grooming appointments. Your feedback is invaluable, and I'm sorry to hear that your concerns werent addressed appropriately. We have forwarded your complaint to our General Manager for further review. Additionally, we want to inform you that a $104.88 refund has been successfully processed back to your original form of payment for the ********** Premier membership and will take approximately 7-10 business days to reflect in your account. Please keep an eye on your account during this period.
  
  Your feedback is important to us, and we appreciate your patience as we address this matter. Thank you for your patience and understanding.
  
  Sincerely,
  Petco -The Health + Wellness CO
  

• Initial Complaint

  Date:09/01/2024

  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.

  We have spent thousands of dollars at Petco. We purchased pet clippers but they were old and did not perform well. We even tried to replace the blades but that didnt help. I was told that someone would reach out to me regarding a refund but have not heard back. I spent over $100 on these clippers and they do not work.

  Business Response

  Date: 09/04/2024

  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  At Petco, we strive to give every customer high-quality products and we are very sorry to hear about the issue with your in-store purchase last March 19, 2024 for the *************** Coat Clipper for Dogs. As per our company policy, we are only able to provide refunds/replacements for products returned within the 30 days of purchase. Unfortunately, as your product is beyond our guarantee period, we are unable to provide direct assistance in this instance. However, we recommend reaching out to the manufacturer directly for support and possible resolution.They should be able to guide you through the process of addressing any defects or concerns.
  
  As a gesture of goodwill and to show our commitment to customer satisfaction, we have sent you a $50 electronic gift card. This is a token of our appreciation for your loyalty and continued business and can be used both online and in-store with no expiration date.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco -The Health + Wellness CO
  

  Customer Answer

  Date: 09/04/2024

  
  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:08/31/2024

  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 attempted to place an order through Petcos ************* for their ****** location on Mon 8/26. The order was $166. I kept getting an error message that was a nonsensical line of code, so I kept trying to reorder, thinking they just had trouble connecting to my bank for a second. I had NO IDEA that they were placing MULTIPLE charges to my checking account, resulting in close to $600 of charges which MADE ME OVERDRAFT. NO ORDER EVER WENT THROUGH. THIS IS NOT A REFUND SITUATION. THERE WAS NEVER AN ORDER PLACED. THEN, when I tried to reach out 8/26, Petcos support chat ended our conversation and simply said their premier support team would reach out. On WEDNESDAY 8/28, I was REPEATEDLY promised it would take ABSOLUTELY NO MORE than 2-3 business days for the charges to reverse. I was irate because they shouldnt be able to HOLD MY MONEY ****** WITH NO ACTUAL TRANSACTIONS for that long but there was nothing I could do but wait. My bank also refused to help. I just checked now, Saturday 8/31, AND THE CHARGES ARE STILL POSTED. PETCO STILL FRAUDULENTLY HAS $500 OF MY MONEY HELD IN LIMBO THAT I CANNOT ACCESS. AND NO ORDER WAS EVER PLACED. NO TRANSACTION OCCURRED. I HAVE NOT AND WILL NOT BE RECEIVING ANY GOODS FROM THEM - BUT THEY ARE HOLDING A HALF A GRAND OF CASH FROM ME. HOW IS THIS LEGAL?!?!?! I NEED TO PAY MY RENT!!!!!! Please help me!!!!!!!!!!!!!!!

  Business Response

  Date: 09/06/2024

  
  Dear *******************************,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We are sorry to hear about the pending charges to your account even though no recent order was completed. Typically, these pending charges will drop off within a few days, though the exact timeframe can vary depending on your bank or financial institution. In most cases, pending transactions are released within 3 to 7 business days if they are not finalized or processed. To obtain specific information related to your pending charges, I recommend contacting your bank directly, as different banks may have varying policies regarding these transactions. Our Premier Support has also coordinated with the relevant team to check these charges and will reach out to you once an update is available.
  
  To make up for any inconvenience this may have caused, we have also sent a $50 e-gift card to your email address that you can use on your next purchase.
  
  Once again, we apologize for any inconvenience this has caused. Thank you for your patience and understanding.
  
  Sincerely,
  Petco -The Health + Wellness CO
  

• Initial Complaint

  Date:08/28/2024

  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.

  This is a subsequent complaint to the original complaint filed against this business.In March 2024 I took my dogs for grooming to this location. The booking for grooming was done via the PETCO app and gave me one price but upon picking up my dogs I was billed almost double and my dog was not groomed as requested.I have been dealing with this since March with NO resolution and I keep getting the run around from the General Manager **** at the store. He states he has no direct contact with corporate for the refund other than the general 800 number which cannot be true. He refuses to return calls and keeps giving me the excuse that he cant do anything as it is up to corporate.I was supposed to have been refunded $150 and have yet to receive anything, even though it has been nearly 6 months.In the previous complaint that simply replied that the refund would be made, but it HAS NOT occurred.I was given the option of picking up a refund check at the store and I was told today That they will not do it.

  Business Response

  Date: 09/11/2024

  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. They confirmed that they will be issuing a full refund. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our store leadership until it is resolved.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco -The Health + Wellness CO
  

• Initial Complaint

  Date:08/27/2024

  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 placed an order online for the following items on 8/21/2024. The order was picked up in ****************** on 8/21/24. The order total was not as advertised. Documentation attached. (2) ******************** Fast Dissolving Sea Salt, 46 lbs.SKU: ****** ***** - ***** with autoship (screenshot was previously attached) (1) CaribSea Arag-Alive Bahamas Oolite Aquarium Sand, 20 lbs.SKU: ******* ***** - ***** - 20% discount (*****) (SITEWIDE20) total without tax ***** tax in FT ***** ** is 6.5% total with tax ***** I was charged ****** with tax I am due a refund in the amount of $22.65.

  Business Response

  Date: 08/28/2024

  Dear ***********************,
   
  This communication is in response to your Better Business Bureau case # ********.
  
  We sincerely apologize for the inconvenience you experienced with the promotion code during your recent Petco order. We understand how disappointing it can be when expected discounts do not apply correctly, and we are truly sorry for any frustration this may have caused. To rectify this situation, we have issued a partial refund of $17.10 to your original payment method. You should see this refund reflected in your account within the next 2-3 business days.
  
  We value your business and appreciate your understanding as we work to enhance our services. Thank you for your patience and for being a valued Petco customer.
  
  Sincerely,
  ********************** - The Health + ***********

  Customer Answer

  Date: 08/29/2024

  
  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.

  I will mention, this seems to be a reoccurring issue based on other customer feedback. 

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

  
  

• Initial Complaint

  Date:08/27/2024

  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 purchased two bags of dog food under my account. I went home and opened one of the bags. Inside the bag I noticed spider webs. I looked closer and there were worms and other bags in the bag with the dog food. How does this pass QC? I own several businesses and if I ran my business like this selling products filled with bugs and worms. I would be out of business. Not to mention god forbid if our dog ate this food with worms the veterinarian bill that wouldve occurred from eating harmful bugs and worms

  Business Response

  Date: 08/31/2024

  
  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ********.   
  
  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the infested product you got from your recent purchase of dog food. Your concerns about the quality and safety of the product are completely valid and we take them very seriously. At our company,we strive to maintain the highest standards in product quality, and I can assure you that this situation is not reflective of our usual practices. I understand how alarming it must have been to find spider webs and worms in the bag, especially given the potential health risks associated with this.
  
  Meanwhile, since this is an in-store purchase, we are unable to issue a replacement or process a refund back to the original mode of payment. However, we can offer you an electronic gift card sent to your email as an alternative. Please let us know if this option works for you. If so, kindly attach the receipt and/or provide the amount you paid for the products. Another option is you can also return/exchange the food at the store within 30 days of purchase. To directly assist you with the electronic gift card, you may contact us at our toll-free number ************; 4AM to 10PM PST, 7 days a week. Please provide CID ******** as reference.
  
  Your dog's well-being is of the utmost importance to us, and we are relieved to hear that they have not consumed any of the affected food.  Again, I apologize for the inconvenience this has caused and appreciate your understanding.
  
  Sincerely,
   Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 09/03/2024

  my email address is *****************. You can send the gift cards there. I think compensation is a must being that the service you all provided you failed. Not to mention. Had we fed this food to our puppy and other dog with worms and bugs in both bags we wouldve had a bigger issue and a large vet bill. The bigger issue is how many bags have you all sold at this point with worms and bugs? We wont be going to the location we purchased these bags from anymore.
  We bought 4 bags of food for $19 plus tax. You can send the gift card compensation to our email. Once received we will accept your response back. 
  Thank you 

  Business Response

  Date: 09/04/2024

  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 understand how frustrating this situation must have been for you. Customer satisfaction is our top priority, and we take situations like this very seriously. As a gesture of our commitment to your satisfaction, we have sent a $100 e-gift card to your email address. You can use this gift card to make purchases on our website or at the store at your convenience. We hope it will make up for the inconvenience you experienced.
  
  Once again, I apologize for any trouble this may have caused. We appreciate your understanding and look forward to serving you better in the future.
  
  Thank you again for contacting Petco.
  
  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:08/25/2024

  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.

  I deliberately chose standard shipment for my recent order, and not same day delivery, so that my order would be delivered by a standard carrier ****************** etc).Despite this, my order has been routed to ********. I live in a gated community. DoorDash will not be permitted entry. I contacted **************** via chat and phone, and email. Ive been told that the order cannot be cancelled (even though it was placed less than 24 hours ago), and my best course of action is to wait, let the items not be delivered, then request a refund. If I had known that Petco uses DoorDash for standard shipping, I would never have placed this order. It is not disclosed anywhere online that standard shipping means DoorDash. My time is now being wasted. The DoorDash drivers time will be wasted. Ive been offered no recourse other than to wait for the driver to be refused entry and request a refund. Im hugely disappointed by the lack of transparency. DoorDash is not a standard carrier, and it should not br represented as standard shipping or delivery.

  Business Response

  Date: 08/28/2024

  
  Dear *****************************,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We regret to hear about your recent experience with your Order #*************** from Petco.com.Your feedback has been passed on to our management team so that we can take measures to prevent similar issues in the future.
  We understand that you expected your order to ship through **** or ***** however, please note that for orders with standard shipping, we partner with Doordash, *****, Ontrack, and ****, and deliveries are assigned randomly by our distribution center among these carriers Since we can no longer cancel your order, we have successfully processed a refund for your order *************** on 8/27/2024. The amount refunded is $50.55. Please allow 2-3 business days for this amount to appear in your original form of payment, depending on your banking institution's policies.
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO