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 Road San Diego, CA 92121-2270

• 

  Petco Animal Supplies Inc

  2510 Jamacha Rd El Cajon, CA 92019

• 

  Petco Animal Supplies Inc

  13375 Poway Rd Poway, CA 92064

• 

  Petco Animal Supplies Inc

  520 Hacienda Dr Vista, CA 92083

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:05/23/2025

  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.

  In November 2024, I purchased a bearded dragon from Petco in *********. By March 2025, he had stopped eating and required veterinary care. After nearly $600 in expenses, the vet diagnosed him with a parasite--one that could only have been contracted through exposure to another bearded dragon. Since he had no contact with other reptiles after leaving the store, it's clear the infection originated at Petco, where he was housed with other dragons before purchase.When I contacted the store for reimbursement for the medical bills, I was told nothing could be done at the store level because it had been over 30 days since purchase. While I understand store policies, it's unrealistic to expect all health issues--especially parasites--to present within such a short time frame. These conditions often take weeks or months to show symptoms, and I am certain they are aware of this.Since April 16, 2025, I have reached out to them at least six timesvia phone and onlinewithout receiving any response. I also escalated the matter through the *********************************** to mediate the issue before pursuing legal action. Despite multiple attempts on their part to facilitate a resolution, no progress was made. ****** has demonstrated a complete lack of accountability, communication, and willingness to resolve the matter, so I am now filing a complaint with BBB.

  Business Response

  Date: 05/28/2025

  Hi ******** *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We truly regret to hear about your bearded dragons health issues and understand how distressing this experience must have been. Weve carefully reviewed your case, including the timeline and details provided. While we empathize with your situation, we must inform you that your request falls outside the scope of our 30-day guarantee and reimbursement policy. The bearded dragon was purchased in November 2024,and the issue was first brought to our attention in April 2025 which is beyond the policy window. We understand that some health issues may take time to present, and we truly regret that we are unable to accommodate your request under our current policy.

  We appreciate your understanding, and again, we are truly sorry for the difficulty you've faced.
  

  Thank you.
  Sincerely,
  Petco - The Health +Wellness CO

  
  

  Customer Answer

  Date: 05/29/2025

  The response is unacceptable, and I will need to move forward with a small claims lawsuit unless the company is willing to offer some type of settlement.   

  Business Response

  Date: 06/01/2025

  Hi ********,
  

  Thank you for your response. Were truly sorry to hear that youre still feeling dissatisfied, and we understand how frustrating this situation has been for you.
  

  While we respect your right to pursue further action, we would like to offer a resolution in hopes of settling this matter amicably. As a gesture of goodwill,were able to provide you with a $100 Petco e-gift card. We understand that this may not fully compensate for any inconvenience caused, but we hope it demonstrates our commitment to customer satisfaction.
  

  Please let us know if you would like to proceed with this offer so we can arrange for the e-gift card to be sent to you promptly. Please contact us via phone or email provide reference number 11449607.
  

  Thank you again for your continued patience, and we look forward to your response.

  
  Sincerely,
  Petco - The Health + Wellness CO
  

  
  

• Initial Complaint

  Date:05/15/2025

  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.

  Date: 5/15/2025 Amount Charged: $65.82 ************ charged me for a repeat delivery service that I canceled months ago! The people they employ in support are extremely rude and refused to refund me! I am sending a full refund immediately!

  Business Response

  Date: 05/20/2025

  Hi **** ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for your email, and we sincerely apologize for the frustration and inconvenience youve experienced. We understand how upsetting it can be when there are issues with charges, and we want to resolve this as quickly as possible. 
  
  A $65.82 refund was issued on 5/15/2025 and you should see the funds reflected in your account within 5-10 business days, depending on your banks processing times.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO
  

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Petco is advertising 50% off your first repeat delivery order, no where on the site does it say its only up to 60$. Petco is falsely advertising and bait and switching I have proof to show what it looks like on the customers end

  Business Response

  Date: 05/20/2025

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

  Thank you for bringing your concern to our attention. We apologize for any confusion or frustration caused by the promotion for 50% off your first repeat delivery order. We understand how important it is to have clear and accurate information when shopping, and we appreciate the opportunity to clarify.

   To address your concern, the maximum discount amount for the 50% off promotion is $80, which is outlined in the terms and conditions of the offer. While the promotion provides 50% off, it applies only up to a maximum of $80 off your first repeat delivery order. This may not have been fully clear in the promotional details, and we sincerely apologize for any misunderstanding.

  Thank you for your patience and for giving us the opportunity to clarify this matter.
  
  Sincerely,
  Petco - The Health +Wellness CO

• Initial Complaint

  Date:05/14/2025

  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.

  Date of purchase in store- 5/2/2025 Item- Leaps and Bounds flocked dog toy s/m blue sku ******* On 5/9 my dog (20 pound Goldendoodle female) began profusely vomiting. She vomited 8 times before this round plastic disc came up that is part of the toy detailed above purchased at Petco. Vomiting continued every hour throughout the night. No fever present. 5/10 dog required a ln emergency vet visit. She was seen by a doctor, had an x-ray, and began fluids for being dehydrated. She was given anti nausea medication. A special radiologist was referred to view the x-ray due to the material suspected could be the cause. 5/10 she was released after receiving fluids for her dehydration and given multiple medications to help with nausea and inflammation. Over the next couple of days dog slowly started to feel better. No other foreign material was found. On 5/11 petco was contacted about the incident and made aware of how pressing it was to remove this toy from your store. I was told I would receive a call back that day and did not. 5/12 I received a call from the store where I purchased the toy and I told them everything, sent photos, and still nothing came of it. I was also still waiting for this call back from corporate that was requested in 5/11. 5/14 I made another call to Petco. I sat on hold with no avail to reaching the appropriate person to speak to regarding this incident or any of the others that people are leaving reviews about online. At my last check, there were 6 reviews about this same type of incident my dog was involved in and more had been left since I posted mine. Its a very serious matter. I cannot get through to anyone at Petco to discuss this matter. Toy needs to be made unavailable on all platforms! Its also being sold on ****** and *********

  Business Response

  Date: 05/20/2025

  Hi ******* ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out, and were very sorry to hear about your dog's experience. We understand how concerning this situation must have been for you and your pet, and we truly apologize for the distress caused.

  We have escalated your feedback to our ***************** team, and they are currently investigating the matter. In the meantime, we have sent you an email to gather further details. Please feel free to respond to that email and attach a copy of your vet bill and the vet report, so we can better assist you and address your concerns.

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

  
  

• Initial Complaint

  Date:05/10/2025

  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 am writing to formally file a complaint regarding the treatment my dog and I received at one of your grooming salon locations. I have previously brought my two large-breed dogsa Lab mix and a Great Pyreneesto Petco for grooming without incident. Based on those positive experiences, I scheduled a grooming appointment for my current dog, a Pitbull, the day before he was due to be *********** Pitbull is sweet-natured, non-aggressive, and social. While he is energetic and may bark when kenneled, he does not lunge, growl, or show any signs of aggression. Upon pick-up, the grooming employee praised him, said he did wonderfully, and even expressed interest in grooming him again. However, I was then told by that same employee that the manager had decided to ban my dog from the salon. When I pressed for a reason, I was told that the manager didnt like that he barked a lot and felt nervous because he is a Pitbull.This explanation leads me to believe that my dog was banned solely based on his breeddespite good behavior and a positive report from the groomer. That is unacceptable and discriminatory. Breed-based prejudice perpetuated by a manager in a professional grooming setting is not only unprofessional but deeply concerning.I have called your customer service line six separate times in an effort to speak with a supervisor and file a complaint. Each time, I was told someone would follow up within 2448 hours. To date, over two weeks later, I have received no response, and the salon manager refuses to discuss the matter with me *********** minimum, I am requesting a full refund for the grooming service and a formal apology for the way this situation was handled. I also believe Petco should address and correct the biased decision-making allowed in its grooming facilities.

  Business Response

  Date: 05/19/2025

  Hi ******** ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for taking the time to share your experience, and I want to sincerely apologize for the distressing situation you and your dog have encountered at one of our grooming salons.
  
  We have previously asked our store leadership to reach out to you regarding this issue, and I believe you have already discussed the concerns. 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.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + ***********

  Customer Answer

  Date: 05/19/2025

  
  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:05/08/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Have been using Petco for grooming for many years. Also buy all of our pet care and food from this store. They have a rewards program that in my opinion is a scam. At least for the free dog grooming every 8 grooming. I have two dogs whom we groom every two to three months on average which means we should have been receiving a free one one to two times per year. I have attempted for several years to start receiving this perk. I will not go into all of the excuses as to why they claim they cannot honor this perk. Today, however when I attempted to explain to two managers the situation Manager ***** cut me off and said "Sorry, I cannot help you. That is a corporate issue". Which is one of the standard answers I have received. Contacting corporate is a waste of time too. I walked away to go pay at the register once she told me she could not help. My wife stayed behind and ***** started saying she could not help because I walked away. This program is a scam. The manager is a lying, rude, unprofessional contact. Again I will not go into all specifics and I'm sure ***** will say it was all my fault because I walked away once she said she could not help. We have spent our last dollars at this corporation.

  Business Response

  Date: 05/14/2025

  Hi ****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out and sharing your experience with us. We deeply regret that you've had this frustrating situation and understand your concerns regarding the grooming perk program. We value your long-term loyalty as a customer, and were truly sorry that this has been your experience.

  Please know that we take your feedback seriously. We have forwarded your complaint to our store leadership team to ensure that your concerns are addressed. Additionally, if you would like to check if theres any issue with your grooming perk accumulation, we encourage you to contact our customer service team directly. They will be happy to assist you in reviewing your rewards status.

  As a token of our apology for the inconvenience this has caused, we have issued a $50 eGift card to your email address, which can be used for any future purchases or services. We sincerely hope this helps restore some trust in our services.

  
  Once again, we are sorry for the experience you had with our staff, and we truly appreciate your feedback
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO

  
  

  Customer Answer

  Date: 05/15/2025

  Thanks for a response but we have decided to end spending any more of our money with your company.

  I have reached out to customer service numerous times most recently before opening the complaint with the BBB. Just a brief history- I attempted through the store and customer service to start receiving the grooming perks which customer service finally straightened out for me earlier this year and I received a free grooming on the app.  We had our dogs groomed and I forgot to mention the perk at check out ( your store didn't mention it either). I went back to the store the same day and was told the store would not help only customer service or I could wait until next grooming.  About 5 days before the perk was set to expire we attempted to make appointments but xould not until after perk expiration date. The girl who mad appointment said they would honor it since the appointment we could get was only a few days after appointment. At that grooming we were basically called liars in that "no one would have said that" including the young lady who made the appointments claiming she never said it. Managers first words when I was explaining was " I cannot help you" so I walked away to pay. Then was told I couldn't be helped because I walked away.  

  Also just FYI. I have not received an email with a $50 gift card as stated in your response. Just another false promise that some how is my fault I'm sure. 

  Thanks Again. Formerly your Customer

  **** ****

  Business Response

  Date: 05/20/2025

  Hi **** ****,
  
  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 truly apologize for the frustration and confusion youve encountered, and we understand your decision to no longer spend money with our company. We value your feedback and take your concerns seriously.

  Weve looked into the situation regarding the $50 gift card and can confirm that it has been resent to your inbox. Please check your email, including your spam or junk folders, in case it was directed there. We want to make sure you receive this as promised.

  We are truly sorry for the issues youve faced with the grooming perks and the lack of support from both the store and our customer service team. This is not the experience we want for our customers, and we understand your frustration.We appreciate you bringing this matter to our attention, and we will work on improving our communication and service in the future.

  Thank you again for contacting Petco.
  
  Sincerely,
  Petco - The Health +Wellness CO

  
  

  Customer Answer

  Date: 05/26/2025

  Your concern is noted. As is the fact that the confirmed message you spoke of has never reached my e-mail. And yes, I did check all of the possible file locations. It is not there.  I get it. Your e-mail system works as good as your perks app.  

  Mark 

   

• Initial Complaint

  Date:05/01/2025

  Type:Billing 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.

  See attached letter .....

  Business Response

  Date: 05/08/2025

  Hi ****** ********,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We are very sorry to hear that you have not received the additional case of food from your past two orders. We understand how frustrating this must be, and we sincerely apologize for the inconvenience this has caused.
  

  To resolve this, we have filed a trace for the missing package to investigate further. Additionally, we have issued a refund for the lost cases of food from both orders. The refund should reflect on your account 5-10 business days after processing.
  

  We appreciate your patience as we work to resolve this issue.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

  Customer Answer

  Date: 05/08/2025

  The issue of terrible phone customer service agents should be addressed also. I realize they are based overseas, but that is no reason for them to be so rude to customers needing assistance. They should also honor requests to speak to  supervisors, and not abruptly disconnect calls. This type of behavior has occurred more than once . Maybe random quality control calls should be made from the corporate office to identify and remove these rude customer service agents

  Business Response

  Date: 05/13/2025

  Hi ******,
  
  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 sincerely apologize for the frustration you've encountered.
  

  We completely understand your concerns about the quality of service you received. Please know that we are committed to providing respectful, efficient, and helpful support to all our customers, regardless of where our team is based. We will take your feedback seriously and work on improving our processes to ensure this doesnt happen again.

  
  Thank you again for contacting Petco.
  
  Sincerely,
  Petco - The Health +Wellness CO

  
  

  Customer Answer

  Date: 05/22/2025

  
  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:04/28/2025

  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.

  My dog has received grooming services from PetCo for 5 years now. Hes usually groomed at the ****** location. In February 2025 the ****** location was booked, I then scheduled with the ******************** location. When we arrived the groomer was rude. She called an hour later and asked for my pup to be picked up. She said he was uncomfortable. I scheduled an appointment with the ****** location April 19th, 25 for April 27th @ 2:15pm. At 9am the location called and said they would not see my pup due to notes in the system of him having hip pain and his p**** sticking out. PetCo has no policy that say the such, they have never informed me of any policy and further more hes been seen by their vet who has never mentioned any such issues. PetCo has been negligent because if this is the policy they have never provided it and have put my dog at risk. Furthermore PetCo request they must be informed of cancellation 48 hours in advance, I was not and it was an inconvenience. I have requested policies and any medical documents to move further with legal counsel.

  Business Response

  Date: 04/30/2025

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

  Thank you for taking the time to share your experience. Were sorry to hear about your recent experience at the ******************** and ****** locations, and we truly regret that the service you received did not meet your expectations or reflect the level of care we aim to provide. We have previously asked our manager to reach out to you regarding this issue, and I believe you have already discussed the concerns. 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.

  We appreciate your loyalty over the past five years and take this matter seriously.
  

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

  
  

• Initial Complaint

  Date:04/27/2025

  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 purchased a vaccine package for my puppy through Vetco Clinics. I was only able to use three vaccines before selling the puppy. The new owner is not interested in using the remaining services. When I contacted *****, they informed me that they do not offer refunds. I feel it is unfair to pay for services that cannot be used, especially since the circumstances changed unexpectedly. I am respectfully requesting a partial refund for the unused portion of the package.I would like to receive a partial refund for the services that were not used.

  Business Response

  Date: 05/01/2025

  Hi ******* **********,
  
  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 they will reach out via their platform to resolve and they will be issuing a refund for the pending package services. 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
  
  

  Customer Answer

  Date: 05/01/2025

  
  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:04/26/2025

  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 was ordering dog food. The food I selected advertised 10% off $50+ when you buy online and pickup in store. The food was $74.98 so it should qualify. But upon checkout there was no discount. I did the customer service chat and they said some brands/products were excluded. But it does not show any exclusions on the page for the food that was showing the discount available. And there was no asterisk or anything showing any terms. It just said 10% off $50+ for pay online and pickup in store. I feel this is false advertising of a discount and very misleading to customers.

  Business Response

  Date: 04/30/2025

  Hi ******* *****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for contacting us and sharing your experience. We sincerely apologize for the confusion regarding the 10% off promotion for online orders with in-store pickup.
  While the promotion does apply to qualifying orders over $50, some brands and products are excluded from this offer. We understand that these exclusions were not clearly communicated on the page you viewed, and we truly regret any frustration this caused. Your feedback has been shared with our team.
  

  Upon checking, one of our customer service applied a 10% discount to your recent order to honor the promotion as it appeared to you.
  
   Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO