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:07/29/2024

  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 have tried multiple times to cancel my Petco Vitalcare subscription. I have been unable to work for the past 9 months due to health issues, and cannot continue to pay this. I first contacted them via email on July 22nd requesting to cancel my subscription. They said the per the terms of my contract, I have to keep paying through November. On July 28th I was told that the charge for $10.54 was pending and would overdraw my account. I called the company that night, and was told to call a different department the next day. On July 29th they took $10.54 out of my account. I called the company on the 29th and was told that I am not able to cancel this subscription, and they will continue to charge me multiple more times until December. I asked if they have an exception for hardship, but they were unwilling to work with me. Additionally, they have just notified me that the terms of the initial contract for this subscription are changing. The membership no longer allows me to combine the benefits with other promotions or coupons. This is different from what they promised when I signed up. So it seems unfair that they are allowed to change the contract, but I am not allowed to cancel, even for reasons of hardship out of my control. I am requesting to cancel my Vitalcare subscription immediately, and would like a refund of the $10.54 charged on July 29th after I had requested to cancel. I am hoping BBB can help because Petco is not working with me on this.

  Business Response

  Date: 08/02/2024

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about the issue with cancelling your ***** care premiere plan.
  
  A copy of your complaint was shared with our team to ensure that this will be addressed accordingly. We were advised that your plan has been successfully cancelled and a refund was issued for last months fee.
  
  Thank you, and please let us know if we can be of any further assistance.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:07/24/2024

  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.

  On 07/20/2024 I had an appointment for my puppy Peanut. The check in process took a very long time even though I had an appointment. The tech named ***** was loud and told me to move away from the door while I was waiting in line. He then came over and gathered some information about my puppy and didn't weigh my dog. The other employee **** who was unfriendly and rude said she would weigh my dog. Then ****** yelled at me and ordered to wait in another area and I asked where do you want me to wait since you can't make up your mind. At that point **** came over and said a comment under her breath about my t-shirt which I was wearing which is an Anti-***** shirt. I then told them I was leaving and **** very sarcastically yelled okay have a great day. I spoke with *** who is a manager for vetco clinics but she was no help. My puppy missed her rabies shot and I had to reschedule her spaying surgery. I'm a long term customer of ********************** clinic and have never been treated this way. I only verified their names from the paperwork as no one was wearing a name Tag or even greeted people it felt as though all three of them *****, ****** and **** were annoyed to be working.

  Business Response

  Date: 07/27/2024

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about your recent experience with one of our Vetco clinic.
  
  A copy of your complaint was shared with our Vetco team to ensure that this will be addressed accordingly. We were advised that they are actively working on the case and will be contacting you directly regarding your complaint. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our Vetco team until it is resolved.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2 dogs and groomed them at ****, **. Their vital care program was cost effective if I got free grooming as indicated. The food was the same price I was currently paying and they would not immunize my dogs due to what they called dental disease so the only way this program was worthwhile to me was the discount on the grooming as well as 8th one free. However, I have been enrolled in the program since December, 2022 and have paid $755.58 in vital care dues and have never received one free grooming. I contacted the company to find out why on March 4, 2024 and again on 6/30/2024 via email. I had called twice prior but didnt record dates as they said it would be resolved but then started paper trail as never happened. I spoke to someone at the store at last grooming telling them I have been trying to resolve this and have been unsuccessful. I have to say the employees at the store have always been wonderful so I was surprised when without any notice my grooming appointment was cancelled. When I called to find out why, they did not return three phone calls but finally I got a person and she told me that since my one dog was sensitive due to his arthritis and growling and they dont muzzle, she couldnt groom him anymore. I knew this was issue but in the past I told them to not do his legs and that seemed to be working. They did not tell me that changed. I was ALWAYS told that my other dog was a sweetheart and they did not have any problems with him. Therefore, I was stunned when she said they couldnt do him anymore either as he had trouble standing. In all the appointments, I had NEVER been told that. I had 27 grooming appointments from December, 2022 until June, 2024 and had 8 prior to 12/2022 so this is unbelievable. It is coincidental that it occurred when I was getting persistent about my free groomings. I wanted to cancel but they said I couldnt until December, 2024. I understand that is the contract date but they did not uphold their part of the program.

  Business Response

  Date: 07/27/2024

  Dear *********************,
  
  This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about your recent experience with our ********** Premier program.
  
  We have forwarded your complaint to the appropriate team and they confirmed that both memberships have been cancelled. However, they were unable to provide a grooming refund since the spa club was only activated on 3/2/2024.
  
  Thank you, and please let us know if we can be of any further assistance.
  
  Sincerely,
  Petco - The Health + Wellness CO
  
  

  Customer Answer

  Date: 07/27/2024

   I have rewards in the program so I should be able to use those and I have receipts for all my grooming appointments so do not understand their refusal of reimbursement. I can provide those but they show up in the program so seems that should not be necessary. I did receive the cancellation but after they charged this month. Therefore, if they could refund this months' fees that would be appreciated. Thank you for the cancellation.

  Business Response

  Date: 08/03/2024

  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 have reached out with our team and they confirmed that they have refunded the last months charge for your ********** Plan. They were unable to provide refund only for the grooming since the spa club was only activated on 3/2/2024.
  
  Thank you again for contacting Petco.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 08/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is disappointing but sounds like it is the best I am going to get from them.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Thank you BBB for your help with this matter that I tried to resolve over a year.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:07/20/2024

  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.

  We are being charged for vital care when it should have been canceled. We had 2 pets and one was canceled but they failed to cancel the other one. They failed to follow their own terms and conditions in emailing us about any renewal as well. The response was that an email should have been automatically sent by their system but the last email received was 2023.

  Business Response

  Date: 07/25/2024

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry to hear about your recent experience with the ********** Premiere program.
  
  We have previously asked our manager to reach out to you regarding this issue, and I believe you have already discussed the concerns. They confirmed that the plan has been cancelled and a refund has been provided. 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
  

  Customer Answer

  Date: 07/26/2024

  
  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:07/19/2024

  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 purchased a salt water fish from Petco in ************* that turned out to be sick and shouldnt have been sold by them to begin with, fish died within 4 days at my home. My water parameters on my established tank are correct for fish and coral ********** the time of the sale their employee asked me if I wanted my receipt in case something happens and I need to return my purchase. Petco says they do not do returns on saltwater fish purchased in store, however they do not have signs anywhere inside their establishments (I shop at Petco all over the state and none of them have a sign anywhere) employees also never verbalized that there are no returns on salt water fish. I called the Augusta Maine store yesterday to get a refund and return the dead fish only to be treated less than human by the employee whom answered who advised me she dosent make the company policies she placed me on an extremely long hold to which I had to hang up due to being at work and could not wait any longer. I called back later that afternoon only to have the assistant manager tell me he is blacked out from giving me a refund and I will need to talk to the store manager when she is in today. I just called her, to which she did nothing but talk over me, use a condescending tone and treat me like I am not worth her time. She ended up hanging up the phone call, I did not get anywhere with her either. My fish is still dead, and I still dont have my money back. I have also talked with Petco corporate and they claim they need to stick to their policies This particular Petco is known in the community as selling sick fish as well.

  Business Response

  Date: 07/27/2024

  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about your recent experience in buying a saltwater fish from one of our store.
  
  Unfortunately,we do not offer a guarantee for saltwater aquatic life purchased from our store. These creatures are very delicate and have unique requirements that can be challenging to meet outside of optimal conditions. We always recommend thorough research and preparation to ensure a healthy environment for your aquatic pets.
  
  As a gesture of goodwill, we have sent a $50 electronic gift card to your email address to be used towards a future purchase, instore or online. We hope this helps assist you in your aquatic endeavors, and we encourage you to reach out if you have any further questions or need assistance.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  
  

• Initial Complaint

  Date:07/18/2024

  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.

  Order date, July 3.Order# ***-25835332-2146640. Missing parts 315 round black rubber small boots to place under dog deck. Essential to comply what was advertised: non-skid of the flooring deck and go easy on joints of the dogs. My initial orders were sent complete, such rubber bases plus the connectors that go in between panels of deck. Each panel has 15 holes where the rubber parts are to be placed. ******** care agent ******** said today by phone July 17 that third party was going to be contacted and that "if they want to send". I need those rubber parts. My seven dogs are waiting for the enclosures to be open . It's summer and I cannot have the dogs in crates in the house more longer. I have cats to protect. The dogs are a litter of dogs plus the mother. I am training them . I need my deck complete to function. A soon as possible please. Purchase made through Amazon

  Business Response

  Date: 07/23/2024

  Dear *******************************,
  
  This communication is in response to your Better Business Bureau case # ********. We are sorry to hear that you received your order with missing parts.
  
  We are delighted to inform you that our team has reviewed your request and confirmed that the replacement has been successfully processed. You can track the status of your replacement order using the provided *** tracking number: 1Z2RX0190336435788.Please feel free to monitor the shipment's whereabouts using this tracking information.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  so i've been with this location since August of 2023 and the main major three problems that haven't been fixed are that its mold in the bathing area of our salon , the kennels aren't at its best and the A/C still isn't good and we've had to shut down numerous of times and without pay do to us not being off for 3 or more days. I can send pictures via email if needed

• Initial Complaint

  Date:07/17/2024

  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.

  Upon my arrival there were two female employees discussing non-work-related matters and barely greeted me. They continued with their unprofessional discussion and tried getting my information between their sentences! Thats beyond rude and completely unprofessional! Furthermore, unsettling for a first time visit for a very sensitive healthcare concern. The conditions at the clinic were equally disturbing. There was a dirty towel on the exam table, bugs crawling on the floor, and spiders descending from the ceiling. This kind of environment is unacceptable for any medical facility, let alone a place that is supposed to care for animals.The behavior of the staff and doctor suggested that they might have been under the influence of substances. This is an incredibly serious issue that raises significant concerns about the safety and well-being of the animals in their care.To make matters worse, the doctor appeared both incompetent and unwilling to provide proper care. Despite my repeated requests, the doctor refused to drain my dogs **** gland abscess and instead instructed me to allow it to rupture on its own. This advice was not only negligent but also dangerous for my pets health.Moreover, despite this being my first visit and presenting a First Exam Free coupon, the clinic did not honor it. This was a clear breach of their advertised promotion and added to the overall negative experience.I strongly urge anyone bringing their pets to this location to reconsider as the health and safety of your pets are at serious risk at this establishment.

  Business Response

  Date: 07/23/2024

  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 clinic.
  
  We have previously asked our managers to reach out to you regarding this issue, and I believe you have already discussed your concerns with our Head Operations Manager. 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:07/15/2024

  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 took my DOG (********) to Petco - ******************************************* & the Veterinarian ******************** was RUDE & Not knowledgeable..I took my DOG (********) to Petco - July 8, 2024 at the ******************************************* - Store..Plus I tried to call PETCO at ************** to RESOLVE my Complaint but they said I had to deal with VETCO..I tried to call ************* several times to speak to a Supervisor but I haven't spoken to a ************** have been getting a lot of EXCUSES &the run around..

  Business Response

  Date: 07/27/2024

  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 clinic.
  
  A copy of your complaint was shared with our Vetco team to ensure that this will be addressed accordingly. We were advised that they will be reaching out to you directly to advise of a refund for the pending microchip. However, they stated that they are unable to reimburse for services rendered.To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our Vetco team until it is resolved.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 07/28/2024

   I haven't heard from them at all

  Business Response

  Date: 07/31/2024

  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.
  
  Please be advised that a $29.00 refund has been issued on July 29th as a refund for the microchip. It should take 2-3 business days to reflect on your account.
  
  Thank you again for contacting Petco.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 08/02/2024

   What about the rest of my money for the other Vaccinations?

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 02/28/24 I took my 10 week old puppy for first set of shots ever and less then 48 hours later she just dropped dead on 03/01/24 I then called the company I was told to put my baby on the curb where the trash cans go on the side of the road like she was trash and they then told me to wait for a call back its been 7 days and still know one has called me iv ask several reps to let me speak to a manager they wont iv asked them for there credentials they said that they cant give me that I am beyond lost for words they have disregard how they killed my baby then no care in the world to reach out to me this is a company that's work in this field and they killing people and my kids are trauma ties about this they had to see that I need help please I don't know what else to do.

  Business Response

  Date: 03/14/2024

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

  This communication is in response to your Better Business Bureau case # ********. We are truly sorry to hear about the loss of your pet, and want to extend our condolences.

  A copy of your complaint was shared with our Vetco team 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. Any follow-up communication should be directed to them.
  
  Thank you for contacting Petco.
  
  Sincerely, 
  ****************
  Petco - The Health +Wellness CO

  
  

  Customer Answer

  Date: 03/14/2024

  know one still has not reached out to me to even talk to me its been 2 weeks and know one has called me Iv called them on multiple occasions they told me a manager was going to call a week ago and still havent I am not satisfied how they are going about this nor how theyre conducting business

  Business Response

  Date: 03/20/2024

  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.
  
  Vetco team confirmed that they have attempted to contact you again on multiple occasions but have been unsuccessful. Please call them back on the phone number they provided on the voice mail as they are the best suited to handle this complaint.
  
  Thank you again for contacting Petco.
  
  Sincerely, 
  ****************
  Petco - The Health +Wellness CO
  
  

  Customer Answer

  Date: 04/08/2024

  they keep saying they are reaching out but they dont I got one call about a month ago thats it they dont care about anything not even my kid that past away this is what makes me so mad they are unprofessional and need to be shut down