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Business Profile

Pet Store

Petco Animal Supplies Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Store.

Complaints

This profile includes complaints for Petco Animal Supplies Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 922 total complaints in the last 3 years.
    • 251 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchasing online to pick up in the store. The Subtotal amount is greater than what the listed items sell for. This is before the tax is applied. Also, the company is applying discounts and the Subtotal is still greater than what it is if I do the math. I did not purchase the items because its fraud. I have a photo of the transaction.

      Business Response

      Date: 08/16/2024


      Dear ***********************,

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

      We sincerely apologize for the recent issues you experienced with the pricing of item, So Phresh Advanced Odor Control Scoopable Cat Litter, 40 lbs, when you try to place an order. We understand how important it is for you to have accurate information while placing your order, and we regret any inconvenience this may have caused. Im pleased to inform you that the pricing discrepancies have been resolved. We have taken the necessary steps to ensure that our pricing is accurate and reliable moving forward, so you can shop with confidence.

      Thank you for your understanding and patience during this time. If you have any further questions or need assistance with your order, please feel free to reach out.

      Sincerely,

      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:08/13/2024

      Type:Product Issues
      Status:
      Answered
      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 returned some pet items to Petco about 2 weeks ago and provided our account phone number *************) for the items to be looked up. The store associate found the items and ended up giving me a gift card back for the items. She also needed my drivers license. I today went to use the gift card online and it states it has a zero balance. I think the amount of items I returned and the value of the gift card was around $40 but this should be searchable in your system to confirm as the items were returned under our phone number provided

      Business Response

      Date: 08/15/2024

      Dear ***************************,

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

      We wanted to clarify some details regarding the gift card issued to you as a merchandise return credit. Please be advised that this particular gift card is valid only for in-store transactions and cannot be used for online purchases. This is why you may see a zero balance when checking online. To utilize your credit, we invite you to visit in-store, where you can browse our selection and redeem your gift card on any merchandise you choose.  Should you  choose to use it online, you can provide us with the gift card number so we can zero out the *** and issue it in the form of an electronic or digital gift card that can be used online or instore.

      Thank you, and please let us know if we can be of any further assistance

      Sincerely,
      Petco The Health + Wellness Co.

    • Initial Complaint

      Date:08/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 offers animal adoption in tandem with Furry FriendsPet Relief. The cat adopted through this service is diseased with a contagious hair loss disease and it has taken about 1.5 months to figure it out. Meanwhile, my family and dog have contracted the mysterious plague, and both the pet store and the animal rescue ought to be held responsible.

      Business Response

      Date: 08/22/2024

      Dear *************************,

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

      Our office has received your BBB Complaint. Unfortunately, the complaint we received lacks sufficient information. We have sent you emails asking for the pertinent details but has not received a response. We want to make sure that we will be able to address your concern in a timely manner and we will need additional details in order to proceed. Could you please provide the location of the Petco store where the adoption was offered so we can accurately direct your concern to the right department for assistance?

      Thank you.


      Sincerely,
      Petco The Health + Wellness Co

    • Initial Complaint

      Date:08/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Petco stores constantly sells expired food and passes the cost to consumers . Every time I shop in the store or order online with DoorDash , I constantly receive several expired items. Some have been expired from 2023 others in 2024.I have several pictures from my in store trip as well as receipts with door dash and pictures of received expired food . Each and every time i informed the store employees they have expired food and each and every time they thanked me and continued the behavior

      Business Response

      Date: 08/15/2024


      Dear ***********************,

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

      Thank you for reaching out and sharing your concerns with us. I sincerely apologize for the experience youve had regarding expired food items at our Petco store. Your feedback is invaluable, and Im truly sorry to hear about the repeated issues you've encountered. We take matters like this very seriously, as the safety and satisfaction of our customers are our top priorities. Please know that I will escalate your concerns to the store management (************************************************) and our quality assurance team to ensure that this matter is addressed immediately.

      To express our appreciation for your understanding and to make up for any inconvenience this may have caused, we have also issued you a $30 e-gift card you can use on your next purchase or order. This is our way of saying thank you for being a valued customer.

      Thank you, and please let us know if we can be of any further assistance.

      *******
      Customer Care
      ********************** The Health + Wellness Co.

    • Initial Complaint

      Date:08/09/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Complaint Details:On 08/09/2024, I made a purchase at Petco, which resulted in two charges of $112 each on two separate bank accounts, totaling $224. Both transactions were approved, leading to a duplicate charge. This error has left me in a precarious financial situation, as my account is now at risk of being overdrawn.I immediately contacted Petcos customer support to resolve this issue and was informed that the funds would be returned to my accounts in 2 to 3 business days. However, given that today is Friday, this means I will not have access to these funds until the following week. This delay has caused significant hardship, as I am now unable to purchase essential food for my dogs.I have already opened a case with Petco under the reference number ********, but the response I received was unsatisfactory and did not address the urgency of the situation.Resolution Sought:I am requesting that Petco take immediate action to reverse the duplicate charges or provide an immediate credit to my accounts to prevent any overdraft and further financial damage.If this matter is not resolved promptly, I will explore all legal avenues available to me to protect my rights as a consumer. I am seeking the BBBs assistance in ensuring that Petco addresses this issue swiftly and appropriately.Attachments:Screenshots of the duplicate charges on my bank statements.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue.Sincerely,*********************** ************************

      Business Response

      Date: 08/14/2024

      Dear *******************,

      This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about the pending charges on your account.

      We have previously asked our manager to reach out to you regarding this issue and they confirmed that they were able to discuss with you these pending charges and assure you that they will fall off within 2-3 business days. To ensure a smoother and more direct communication,we will be directing all further communication regarding this matter through our manager. Meanwhile, to express our appreciation for your understanding and to make up for any inconvenience this may have caused, we have also issued you a $25 e-gift card you can use on your next purchase or order. This is our way of saying thank you for being a valued customer.

      Thank you for your patience and understanding.

      Sincerely,

      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:08/08/2024

      Type:Billing Issues
      Status:
      Answered
      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 bought my daughter a guinea pig which has since passed from petco around November, December 2023. I did not agree to a petco viral care account yet I was signed up for one and have been charged $9.99 a month since December I have told them to cancel it as I don't buy anything from them to need that type of account all I kept being told is they can't cancel it they can stop after December 2024 ... my bank disputed the charges but they wouldn't do anything because petco apparently claims I signed up and the charges are valid. I don't agree I don't feel like I should be charged monthly for something I can't use as the guinea pig died just like every other guinea pig & aquatic animal we have gotten from petco because they like to sell sickly animals. I want a refund for all the charges dating g back to december.

      Business Response

      Date: 08/21/2024

      Dear *******************************,

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

      We are sorry to hear about the issues regarding your ********** Premier account. A copy of your complaint was shared with the appropriate team to ensure that this will be addressed accordingly. We were advised that your plan was cancelled and $49.94 was refunded. It should take 2-3 business days to reflect in your account.

      Thank you for your patience and understanding.

      Sincerely,

      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:08/06/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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've spent such a ridiculous amount of money at Petco on my 5 animals that it's NUTS the customer service here is SOOO bad. I spoke with a representative named ***** via chat and they didn't help me with my issue at all. They asked me for all my information and still wasn't able to complete my order or help me. I asked for a $10 credit for the inconvenience I experienced with their faulty website. Should definitely get your tech team on the ABUNDANCE of website issues you guys have. "Same Day Delivery Eligible" on items that are indeed not. at all. Added items I needed to cart and all set at checkout, about to hit place order when I get hit with an error message saying they're out of quantity of a certain size on Pill Pockets. Fine, I changed it and I went to check out again. Now, they're all of a sudden out of stock on the teething rings I needed too? REALLY? Worst part is, this SAME EXACT ISSUE has happened before. Still not fixed, I see. Says items are in stock and available for same day delivery when they are not. I can't believe how crappy and buggy the website is for such a HUUUUGE company. I couldn't even get a $10 credit for any inconvenience because it looks like they're ***** pinching LOL. It's fine. I'll take my business elsewhere as there are plenty of pet stores. Unfortunately, I chose to bring my business to the wrong one, my bad! Additionally, your customer service reps **** a** They literally don't help, they just waste time and get your private information via chat. What a joke. Thanks for NOTHING Petco!

      Business Response

      Date: 08/09/2024

      Dear ******,

      This communication is in response to your Better Business Bureau case # ********. We would like to apologize for the difficulties you experienced while trying to access our website.

      We understand how frustrating it can be to encounter problems online, and we want to assure you that we are taking immediate action to resolve the issue. Our team is working diligently to identify and correct the problem as quickly as possible. We value your business and appreciate your patience and understanding as we work to resolve this issue. As a gesture of goodwill, we have sent a $15 electronic gift card to your email address. We hope this shows our commitment to making things right and providing you with an exceptional experience.

      Once again, we apologize for the inconvenience and appreciate your loyalty.

      Sincerely,
      Petco - The Health + Wellness CO

      Customer Answer

      Date: 08/09/2024


      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:08/06/2024

      Type:Delivery Issues
      Status:
      Resolved
      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.
      placed order for meds on 7/24/2024 *************** - visited out vert after order was placed and verified that they provided approval for meds to be shipped. received several notifications of the shipment moving from *** to ****** Received notifications from both couriers that shipment was delivered I work from home and have ring cameras in several places on my house and there have been no deliveries. I have since filed claims both with *** and ***** I was told that **** was the final courier for delivery but placed a claim with both as im not sure who to believe. either way im out about $1200 bc we have had t go directly back to our vet to get the meds we had already ordered from PETCO and naturally the vets office charges more which is why we use PETCO to begin with- now bc my dogs need their meds especially during the summer months when they are most subjected to fleas and ticks. so im seeking either a replacement of the meds or a refund for the order since I have not yet received it.

      Business Response

      Date: 08/14/2024

      Dear *****************,

      This communication is in response to your Better Business Bureau case # ********. I am writing to sincerely apologize for the inconvenience regarding your recent order.

      I understand that you have not yet received your order, and I truly regret any frustration this may have caused. To resolve this issue, I have processed a full refund of $693.98 to your original payment method. You should see the funds reflected in your account within 2-3 business days, depending on your banks processing times.

      We value your business and are committed to providing the highest level of service. Thank you for your understanding, and once again, I apologize for any trouble this may have caused.


      Sincerely,
      Petco - The Health + Wellness CO


      Customer Answer

      Date: 08/14/2024


      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:08/05/2024

      Type:Product Issues
      Status:
      Answered
      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 08/05/2024 I had a $25 credit to use toward any purchase. I purchased dogs bags for $14.99 each but because I was using a $25 credit I was told I cannot get it online price matched which was $7.99. Per Petco policy I should have received the online price of $7.99 each earth rated dog bag I purchased, and not paid full price. I tried to resolve with Petco customer service and was told it was ********************** practice to increase all store items by 50% more than online and it is up to the store to decide if they want to match the price. That goes against the policy. I would like a store credit back from Petco, which would be $14.99 plus tax. I purchased two 120 ct earth rated bags @$14.99 and used a $25 credit/coupon I had to pay out of pocket $5.37 when I should have been priced match online $7.99 each and not had to pay OOP>

      Business Response

      Date: 08/07/2024

      Dear ***********************,

      This communication is in response to your Better Business Bureau case # ********.
      We are sorry to hear about your recent experience in trying to get a price match in one of our stores. We appreciate your loyalty and want to ensure that you are satisfied with your shopping experience. As a gesture of goodwill, we have issued a $17 electronic gift card to you in place of the price match and this was sent to your email address. Your gift card is now ready and can be used for your next purchase or online order.

      Thank you, and please let us know if we can be of any further assistance.

      Sincerely,

      Petco - The Health + Wellness CO


    • Initial Complaint

      Date:08/05/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 bought a petco house brand Reddy dog collar and leash for my dog a few months ago. Within just a few months, the metal clip that is attached to the waste bag holder has completely fallen apart. Thats bad enough by itself. Now Im worried that the metal parts in the critical parts of the collar may also disintegrate and put my dog at risk or he may escape. I called petco to see if theyd refund or replace my purchase and they showed no concern at all for the problem. They told me the standard return policy had already expired and since I dont have the receipt Im basically out of luck and stuck with the defective product.

      Business Response

      Date: 08/07/2024

      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 purchase, Reddy Grey Reflective Starter Set for Dogs, Large/X-Large. Please be assured that we take this matter very seriously and we are consistently evaluating the quality of our products.

      Since this was an in-store purchase, and already beyond the guarantee, we unfortunately cannot process a refund or replacement through our online support. However, as one time courtesy, we have issued a $40 electronic gift card and was sent to your email address. Please expect to receive it within 24 hours.

      Thank you for your patience and understanding.

      Sincerely,

      Petco - The Health + Wellness CO

    Petco Animal Supplies Inc is NOT a BBB Accredited Business.

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