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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:08/04/2024

      Type:Customer Service 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.
      Call customer service to After the app had charge my car five times, upon speaking with the representative they let me know there was nothing they could do and there I didn't have an order so not only do you know how did I not have anything to accommodate or help me feel like me and myself with my dog but also you guys overdraft in my account by a lot of money and now I'm just having a figure it out despite reaching out to customer care for help and waiting for a supervisor on the line for an hour that's

      Business Response

      Date: 08/07/2024

      Hello *************************,

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

      We are sorry to hear about the charges on your account. We checked and found no order was generated under these charges so they should fall off in a few days. Please note that you'll need to get in touch directly with Apple Pay support for any additional inquiries related to those charges.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:08/03/2024

      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.
      We were refused purchase by the Manager (****) and her staff personnel ****** the purchase of a gold fish. They were informed that we that we had established a new 30 gallon tank but we were told by them that we could not introduce another gold fish into the tank which has one in it since it could jeopardize the health of the other. When we talked to **** and the manager they both were belligerent towards my wife and daughter. When I called to discuss the issue the manager **** refused to provide me her full name and hung up on me. I have never been treated so poorly by a business and will never shop there again due to their behavior to my young daughter who simply wanted a fish to add to her tank.

      Business Response

      Date: 08/09/2024

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

      I hope this email finds you well.

      This communication is in response to your Better Business Bureau case # ********. We are deeply sorry for the recent experience you had in one of our location. We would like to accurately direct your concern to the right person or department so please confirm the location of the store.

      Thank you.


      Sincerely,
      *******
      Petco The Health + ***********

      Customer Answer

      Date: 08/10/2024

      The store my wife and daughter visited and I subsequently called is located at ****************************************************. Please note, directing my complaint to the store manager serves no purpose since they are indentified in my complaint as being belligerent towards me and subsequently hanging up on me when I was expressing my dissatisfaction. If that is the intent if Petco then I am further dissatisfied with their addressing the poor service I received from their store and staff. Again, I have never been treated so poorly by a store. On a side note, we have bought from a local store and the fish are thriving in the tank. 

      Business Response

      Date: 08/14/2024


      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.

      Thank you for reaching out to us and sharing your experience. We sincerely apologize for the unfortunate interactions you and your family had with our store partners regarding your recent visit. It is our goal to provide a welcoming and respectful environment for all our customers, especially families. A copy of your complaint was shared with our ********************* to ensure that this will be addressed accordingly.

      Meanwhile, to express our regret and to make amends, we are issuing you a $50 electronic gift card and it has been sent to your email address. We hope this gesture helps to restore your faith in our business and encourages you to give us another chance.

      Please feel free to reach out to us directly if theres anything else we can do to assist you. Your satisfaction is very important to us, and we appreciate your feedback as it helps us improve our services.

      Sincerely,
      Petco The Health + Wellness Co

    • Initial Complaint

      Date:08/02/2024

      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 called The store and spoke to ****** about putting a life jacket for my dog on hold because they only had one and the sacramento stores were sold out. I show up and he didn't put it on hold, so he went on the floor and grabbed a vest for me and I paid cash for it. I went to my car and saw he gave me the wrong vest it was a trail vest not a life jacket. I went back in to return it and get the right vest. When I returned it, he returned it as a non receipted item and rang the vest up on the same purchase. When I got home it didn't fit my dog, so I kept the receipt and came back after my vacation. When I returned it, He only gave me 21 dollars cash and 32 dollars on a petco card. I paid cash for the whole thing but since he returned it as a non receipt the balance went to a petco card. It says in their return policy 100 percent payment back but he will not follow their policy. I had to drive back to vacaville 2 times from ********** and they wasted my gas for his shady business tactic. It's a shady business tactic to make people spend their money back at the store. They won't honor the policy and are having false statements in the policy. Now since I've wasted a full tank of gas trying to get this resolved I just want my money back and my gas money back

      Business Response

      Date: 08/09/2024

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

      This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about your recent experience in trying to return an item to your local store.

      We have previously asked our store leadership to reach out to you regarding this issue,and we were advised by one of the store leaders, *********, that she was trying to call you but was unable to connect. She is waiting for your callback to discuss this issue.  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 + Wellness CO

    • Initial Complaint

      Date:08/02/2024

      Type:Product Issues
      Status:
      Unanswered
      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 August 2, 2024, I attempted to make a purchase through Petco's app using Apple Pay. The app advised that there was an error and prompted me to retry the transaction. Following the app's instructions, I did so. However, I soon noticed that my card had been charged twice for $68.94, yet no order was generated. After discovering the double charge, I contacted Petco customer service and spoke with ******** from Premier Support. ******** informed me that no hold was on the order since no order was generated and that there was nothing Petco could do. She sent an email to recap our conversation for my bank, but it lacked the necessary requirements: it was not on Petco letterhead and did not provide my bank with the authorization to release the funds for the two charges of $68.94.********'s dismissive attitude and blame-shifting to Apple Pay were both infuriating and unacceptable. It is clear that Petco's app was the cause of this issue, as it generated the payment to go through twice without producing an order. Therefore, Petco holds the responsibility for rectifying this problem.It is utterly unacceptable that I, as a customer, am left to suffer due to an error caused by Petco's app. I am now expected to wait up to 10 business days for the funds to be released, which is grossly unfair and financially burdensome. This situation has caused significant stress and inconvenience, and the lack of accountability and support from Petco is astounding. I request immediate release of the funds, a proper letter for my bank, a formal apology, monetary compensation for my time, and measures to prevent future occurrences.

    • Initial Complaint

      Date:08/01/2024

      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.
      Purchased a ferret from petco Hampton va on 2/23/24. Was told at time of purchase by cashier we had 6 months of she were to get sick to get replacement. At 5 and a half months, she got sick and was diagnosed with diabetes by local vet. She died after paying multiple vet bills to save her. I called petco at 9:54 am and was on phone 10 min. Rep told me to go to closest petco and they would issue a refund for me. Drove 1 hr and the store manager told me they couldn't do anything. Called corporate again and they told us they would contact me back from *****************. Called back and told we didn't qualify for refund after 30 days. And told me there was no call Where I was told to drive to store to get refund. I am furious after spending 400 for a ferret, 350 in vet bills and driving 2 hours to a petco to be treated like c*** Want my 400 back for purchase of sick pet!!

      Business Response

      Date: 08/04/2024

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

      This communication is in response to your Better Business Bureau case # ********. I want to express my heartfelt condolences for your loss. Losing a beloved pet is never easy, and I can only imagine the sadness you must be feeling right now.  

      A copy of your complaint was shared with our store leadership  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.  They are trying to get the vet records and information for ***************** at this time.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

      Customer Answer

      Date: 08/04/2024


      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:08/01/2024

      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.
      07 31 2024 Petco said they were having a half price sale on All Mother ******* products. Dog Biscuits.I checked out. The total was $14.92. I said that is incorrect. It should be 8.99 plus tax? She said no. The 1st item is 8.99. And the 2nd item is 4.99. I said that would not be correct according to the sign all. The sign doesn't explain this. Either way 4.99 is not half price 4.49 is half price of 8.99 since there is no 1/2 cent. This is Bait and Switch. This is illegal in *****

      Business Response

      Date: 08/03/2024


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

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

      I hope this message finds you well. I wanted to personally reach out regarding your recent in-store experience while taking advantage of our promotion for All Mother ******* products. I am truly sorry to hear that it did not meet your expectations. Please know that your feedback is invaluable to us,and I have forwarded your complaint to our store leadership to ensure we address this issue appropriately. We strive to provide the best service possible, and your insights help us improve. As this was an in-store purchase,I regret to inform you that we are unable to issue a refund. However, as a token of our sincere apology, we would like to send a $15 e-gift card or ********** Core reward coupon that you may use during your next visit or order online.Please contact us at ************ and provide reference number ******** to claim our offer.

      Thank you for your understanding, and we appreciate your continued loyalty. If you have any further questions or concerns, please do not hesitate to reach out.

      Sincerely,

      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:08/01/2024

      Type:Delivery 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.
      7/30/2024, ordered gift to be send via email, Received email saying order has been created, $400.00 was taken out of my bank for this purchase. Called in on 8/1/2024 to find out what happen to this egift card. Nothing has been done. Money taken and no merchandise and no explanation why. Check my bank and $400.00 is gone.

      Business Response

      Date: 08/07/2024

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

      This communication is in response to your Better Business Bureau case #  22076224. We are sorry to hear that you havent received the electronic gift card you ordered.

      There are several reasons why the electronic gift card may not have been received. Your email provider may have filtered the gift card email into the spam or junk folder or your email security settings may block emails from certain sources, preventing the gift card from reaching you. Please check your spam folders, deleted email folders or automatic filters. If you still haven't received it, please inform us.
      If you haven't received it yet, please inform us.

      Thank you for your patience and understanding.

      Sincerely,

      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:07/31/2024

      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.
      7/31/2024 I brought my dog ***** in for nail clipping and **** expression to vetco. I was charged $102. I realized once we got home his **** gland had not been done. He was scooting his **** and whining. I called vetco to tell them and to see if i could bring him back to get it done. They proceeded to tell me that his glands were done and i would have to see the vet. They wanted to charge me another office visit plus the **** expression again. This place is money hungry and now my dog is made to suffer until i find another vet for him. I have been a client for over 10 yrs. So sad vets are acting like human doctors and forgetting about the patients.

      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 one of our Vetco Total Care hospital.

      A copy of your complaint was shared with our Vetco team to ensure that this will be addressed accordingly. As per the Area Operations Manager, the services requested were performed. If you want your pet to be examined by one of our veterinarians, they would be glad to waive the fee for the physical exam.However, there may be other underlying issues, so its essential for a DVM to conduct a thorough examination for an accurate diagnosis and treatment. Please note that any additional diagnostic tests and treatments will incur extra charges.

      Thank you for your patience and understanding.

      Sincerely,

      Petco - The Health + Wellness CO

      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 one of our Vetco Total Care hospital.

      A copy of your complaint was shared with our Vetco team to ensure that this will be addressed accordingly. As per the Area Operations Manager, the services requested were performed. If you want your pet to be examined by one of our veterinarians, they would be glad to waive the fee for the physical exam.However, there may be other underlying issues, so its essential for a DVM to conduct a thorough examination for an accurate diagnosis and treatment. Please note that any additional diagnostic tests and treatments will incur extra charges.

      Thank you for your patience and understanding.

      Sincerely,

      Petco - The Health + Wellness CO

      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 one of our Vetco Total Care hospital.

      A copy of your complaint was shared with our Vetco team to ensure that this will be addressed accordingly. As per the Area Operations Manager, the services requested were performed. If you want your pet to be examined by one of our veterinarians, they would be glad to waive the fee for the physical exam.However, there may be other underlying issues, so its essential for a DVM to conduct a thorough examination for an accurate diagnosis and treatment. Please note that any additional diagnostic tests and treatments will incur extra charges.

      Thank you for your patience and understanding.

      Sincerely,

      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:07/30/2024

      Type:Order Issues
      Status:
      Unanswered
      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 signed up my senior dog for a ********** Premier Membership (plan) with Petco, due to my years-long veterinarian transferring to at a local Vetco. The biggest draw to me about signing up for the plan was the unlimited routine vet exams at no charge, since my dog is almost 15 years old.I signed up for the plan on 2/29/2024 and paid on an annual basis to lock in the benefits for a year. On 7/25/2024 I received an email from Petco, stating the terms of the plan were changing on 8/22/2024, and that routine vet exams would only receive $30 off per visit instead of being fully covered. Over the course of several hours and days, I contacted Petco by phone and email on numerous occasions beginning on 7/26/2024 to inquire on the plan change. I received a dismissive response from Petco that did not answer my question that stated in part the following: "We're constantly evaluating our ********** benefits to continue helping as many pet parents as possible save money, while they give their pet great care". This is a false and misleading statement, as changing the terms to only providing $30 off per vet visit is NOT saving me money, but requiring me to spend more. I also replied to an email sent by supervisor **** and requested that the terms of my prepaid plan not change until it expires, which is 2/28/2025. I stated that if Petco refuses to honor this, that I would be escalating the matter, up to and including contacting the BBB and ODOJ.The front line representatives are not equipped to handle such matters. It is also impossible to reach a supervisor by phone; I had to place a "request" countless times for a supervisor to call me back, which according to the representative, takes ***** hours. I also never heard back from supervisor ****.Contract law states that both parties must agree to changes in the terms of said contract for changes to be made. I did not consent to the changes of the plan's terms; therefore, the plan's terms must remain until it expires.

    • Initial Complaint

      Date:07/29/2024

      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.
      On 7/26 I placed an order for delivery and was charged twice. The order never arrived so I was refunded. However, there is still the issue of the duplicate charge. I called customer service and they told me I need to contact Apple Pay which is incorrect because Apple Pay only masks my real card linked which is my credit card. They need to refund the duplicate charge. It even says the card issuer provides support not Apple Pay. My card said they do see it as a duplicate on their end too.

      Business Response

      Date: 07/31/2024


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

      This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about your recent experience in placing an online order with us.

      If you are encountering a duplicate charge, we kindly ask that you coordinate with your financial institution for further assistance. Please note that any duplicate pending charge should automatically be removed from your account within 5-7 business days. Our system detects only one order number associated with each charge, which may help clarify the situation.Additionally, if you need further support, you can reach out to Apple Pay customer support at **************.

       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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