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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

    • 921 total complaints in the last 3 years.
    • 249 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:07/14/2024

      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.
      April 26, 2024, took my pet to Petco for a grooming session. My pet was attacked by a larger dog.sustained a punctured right ear. Petco management strongly recommended to take my pet to a Vet and they would cover all expenses!!. We could not get an immediate appointment with our Vet. Took pet to Valley Veterinary Emergency (VVE) in **********, **. Have provided Petco, WV with all documentation including a letter I sent via **** return receipt. I have uploaded the letter. I have tried numerous times to resolve this issue even calling Petco Headquarters in *********, **. I have been given a case number ********. Representatives are very concerned and say all the right things and stress they will follow up with me soon. I have not heard a work as yet with regard to the emergency expenses. Obviously I chose to contact BBB. Again I have uploaded the letter written and forwarded to Petco, WV. I have a return receipt dated July 3, 2024. I do have the Vet receipts also. the accompanying upload will provide more detail. Thank you very much

      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 grooming experience in one of our store.

      A copy of your complaint was shared with our district general manager to ensure that this will be addressed accordingly. We were advised that the check request was already sent to grooming incident payables along with the releases and forms provided by legal team. We are currently awaiting update on the issuance of the check and well notify you once the we receive a response.

      Thank you for your patience and understanding.

      Sincerely,

      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:07/13/2024

      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 went to Petco to buy a pet bird. At the checkout, I was pressured to buy the *** rewards. It was a high pressure sale and there were other customers also trying to checkout. I felt pressured and unable to read the terms because if other customers behind me. I asked specifically, if I could cancel and was told yes. Once I got home and was able to read the terms, I can cancel but still have to pay for a year. I dont even know if my birds will live that long. I was pressured into a membership I may not even need for their required term.

      Business Response

      Date: 07/18/2024

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

      This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about the issues regarding your ********** Premier plan.

      We have reached out to the appropriate team regarding this and they confirmed that the plan has been cancelled. Unfortunately, we are unable to provide the $249 refund since you only paid for one month,

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

      Sincerely,

      Petco - The Health + Wellness CO

      Customer Answer

      Date: 07/18/2024


      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:07/11/2024

      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.
      My Dog Daizee hurt her leg (carpel hyperextension) while in ****, we went to the emergency vet and when we got home I called my vet realizing that they merged with Vetco but since I was established I tried to make an appointment for a splint change and recheck. I called 4 times on 3 different days trying to make an appointment. They finally called back and we started going there. *************** began then saying she didn't know how to do splints but would call the ** vet to get some pointers. She saw her multiple times 6/14, 6/17, 6/20, 6/24,6/28, 7/5. At 109.90$ a visit. Each time telling me she doesn't really know what she is doing. I asked her who I could take her to instead and she said I needed a referral and would call it in but still hasn't. Wants me to keep ****** fully sedated at all times. Which isn't good for her. Doesn't want me to get her a brace but just keeps putting a bandage on it which doesn't seem to stabilize anything. With the bandage I can't get her acupuncture or physical therapy which I asked her about and she said she didn't know. I just don't want my dogs leg to "heal" incorrectly and the vet just doesn't know what she is doing which she has said multiple times but won't do a referral. I'm taking her back to the emergency vet in bend tomorrow instead of back to vetco to get the bandage change so they can recheck her. It's frustrating to pay this much for incompetence. And my dogs leg isn't healing.

      Business Response

      Date: 07/16/2024

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

      This communication is in response to your Better Business Bureau case # ********. We are truly 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 their team is actively working on the case and will be contacting you directly to discuss your complaint. Any follow-up communication should be directed to them for a smoother and more direct communication.

      Thank you for your patience and understanding.

      Sincerely,
      *******
      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:07/09/2024

      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 **** to your store located at ***************************************************** on July9th and bought crickets to feed my daughter's pet frog. When I got home I discovered they were all dead. I was not happy about having to go back. The clerk that "helped" me informed me that I had to check out again. When we got to the check out line he told me I had to pay for the new crickets first , before we could make the exchange. I asked why I could not just take the new crickets and leave. He then replied to me in a condescending tone, and this is a direct quote, "Sir, you understand how exchanges work don't you?" He then checked out another individual despite me having been there well before this gentleman. Next, and I guess to prove some point, he then claimed that I needed to pay for the new crickets in addition to the dead ones I had already paid for. He then asked me, "Why didn't you check to make sure they were alive before you bought them. " I was beyond upset at this point. I had enough and was absolutely amazed at this individual's behavior. I raised my voice because I could not believe how difficult this simple exchange had become. He asked me to leave the store and I complied without a refund or exchange. Absolutely the most ridiculous display from an alleged "service" employee I have ever experiences.Thank You for your attention to this matter.*******************************

      Business Response

      Date: 07/10/2024

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

      This communication is in response to your Better Business Bureau case # ********.  I want to apologize for the inconvenience and frustration you experienced with the crickets not being alive and the difficulties you encountered when trying to exchange them.

      I want to assure you that I will be addressing this incident with our store leadership. Regarding the refund, since it was an instore transaction, we are unable to issue a refund to the same mode of payment however, we have provided a refund thru an electronic gift card as well as an additional $10 eGC as a token of our apology for the inconvenience you encountered.

      Once again, I apologize for the poor experience you had in our store. Your feedback is invaluable in helping us improve, and I appreciate you taking the time to share your concerns with us.

      Thank you for your patience and understanding.

      Sincerely,

      Petco - The Health + Wellness CO

      Customer Answer

      Date: 07/10/2024


      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:07/08/2024

      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 made a purchase with ********** the payment was taken but my order was never processed theu petco.. i contacted both companies and they both blamed each other.. i spoke w 2 employees at ****** and they refused to transfer me to a supervisor to resolve my situation even though i asked varias times.. when i asked for employees ID# he refused when i asked for his full name he refused, when asked what call center or state i was calling he refused!! I was not able to resilve anything and i was told id have to wait 10 business days to have my order processed thru Petco or after that i can request a refund.. terrible terrible way to treat a consumer!! Never have i ever been refused to speak w a supervisor

      Business Response

      Date: 07/13/2024

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

      This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about your recent experience in trying to place an order with Petco using Klarna.

      We have referred this to our Klarna team and they confirmed that the transaction has been cancelled and refund has been issued.

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

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

    • Initial Complaint

      Date:07/07/2024

      Type:Service or Repair 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.
      To whom this may concern: first half of situation Back on May 22, 2024, I had booked an appointment for my aussiedoodle at the ************************* location. I had brought my pup into Petco previously for wellness visits and shots. It was my understanding that her profile was correct (age, ***, breed, etc). When I arrived at my appointment for my pup, I was greeted by ******. She looked at my dog and said she would not cut her hair because she was incorrectly listed as another breed. Ultimately, she said two hours would not be enough time for her and again, refused to go through with my dogs appointment. I was frustrated but left and called a different Petco location. I explained to the Clackamas petco what had occurred at the *************** store and they were floored. After I left the ***** **** store I called customer service and told them exactly what happen. They took a report and stated a district manager should be in contact with me. I never received a follow up. On May 23, 2024 I brought in my pup to the Clackamas store. At this time she was only 6 months old. I asked the groomer if she could complete a ***** bear look. ****** said not a problem and my pup would be ready in two hours. I was so happy to hear that my pup was getting her first haircut. ****** and other staff at the Clackamas store were extremely helpful and generous but also so confused by ****** not being able to groom my pup. Since the incident with ****** from the ***** **** store I have not been able to sign up my dog for grooming appointments via the app or website. I called customer service with concerns and they could not address the issue. On July 6, 2024, I called the 4th plain store to schedule a grooming appointment. I live in ********* and wanted to have my pup groomed locally if possible. To my surprise, I was able to get my pup in the following day. We arrived early to the appointment and ******* was the groomer. I explained I wanted a short cut on my pup because

    • Initial Complaint

      Date:07/07/2024

      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 made a grooming appointment over a week ago online for 7/7/24 @ 345pm. They waited until today 7/7/24 at 1230pm to call and say the groomer- ********* wants to go home early and demanded that I bring my dog no later than 245pm or my appointment was to be cancelled. I rushed out of work to get there at 235pm only to be told that ******** will only "shave" my dog down. SHE didn't listen to my grooming request before she started making excuses on my dogs age, hair, and so called "safety" so that she can leave by 5pm. The manager on duty was not helpful at all as he didn't understand what was going on and didn't correct or diffuse the situation. ******** "attitude" was rude, short, unprofessional and quite frankly disgusting customer service. When I said I will call the cooperate office, her response was, "Go ahead" and started mumbling some words under her breath, rolled her eyes, and walked away from the conversation. This is not the first time she has groomed my dog. The last time she "shaved" my dog down without permission and made my dog look like a rat. She finished his grooming in less than 2 hours. I will not recommend ******** or this store to any of my friends/FB/Yelp due to this poor customer service served with attitude.

      Business Response

      Date: 07/10/2024


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

      This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about your recent experience in having your dog groomed.

      I'm so sorry to hear that our groomer weren't able to complete the groom as planned. Unfortunately, upon check-in, she discovered that your dog had significant matting that required utmost attention. As a precautionary measure, the groomer had to shave the coat in such cases to prevent any discomfort or potential harm to the dog. Understandably, you may have had a different preference for the groom, but we prioritize your dog's safety and well-being above all. I want to assure you that our 7-point check-in process is designed to ensure your pet's safety and comfort throughout the grooming experience. We understand that this may not meet your expectations,and we apologize for any inconvenience this may have caused.

      Thank you for your patience and understanding.

      Sincerely,

      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:07/07/2024

      Type:Product 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 went to Petco to get food for My dogs and the lady at the register was telling me about the vital care. She told me that I could get it for both my dogs. It would cost ***** a month and I could cancel it anytime If I did not like it or it was not working for me, so I went ahead and did it and never once did she tell me I had to do it for the whole year. I decided to call today to cancel the membership because it wasnt what I needed for my dogs because it was cos ting more than it was saving me and it was not benefiting me. I was told by the customer care representative that I could not cancel because it was a yearly membership which I told her I did not know that because the lady did not tell me that when she sold it to me, she told me I could cancel it anytime I was told no I could not cancel. I asked to speak to a supervisor which she told me none was available. I kept complaining about not being able to cancel so she put me on hold and came back and said she could cancel one of my dogs, I said how can you cancel just One of them and not both if youre not allowed to cancel at all. She said someone gave her the authority to do it for the one I said well who is that person because I want to talk to them She told me there was no one available for me to talk to. I said well then how did you get this information that you can cancel one but not the other she told me she just did so she canceled one of my dogs and sent me an email. This is why Im here now because first of all, I was lied to by the girl that sold it to me at the register about being able to cancel, and then the customer service representative was able to cancel one, but not the other so if this membership is not to be canceled then How can she make the decision to cancel one and not the other? If youre allowed to cancel one, then both should be able to be canceled, which is why Im here for you to help me with this. This is a very deceptive practice from Petco and it needs to stop

      Business Response

      Date: 07/11/2024

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

      This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about your recent experience in trying to cancel your ********** Premier plan.

      We have received a confirmation from our team that both plans have been cancelled.

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

      Sincerely,
      Petco The Health + Wellness Co.

      Customer Answer

      Date: 07/11/2024


      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:07/06/2024

      Type:Order 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 enrolled in Petco ********** and was told I could unenroll immediately. I had no idea that I was enrolling for a years subscription without any way of canceling before the year is up. They are charging me $9.99 each month and I am unable to stop these payments until April of next year. I am a widowed mother of 5 and living on very little money, so every dollar counts. I was encouraged by an employee to save a few dollars when purchasing a snake and told I could immediately cancel at the end of the month. The employee signed me up on their computer system so I didnt see any paperwork with fine print and assumed I would be able to cancel at any time, since they told me it was a monthly charge and specifically that I could cancel it at any time. After trying to cancel, I discovered that while I can cancel, it will remain active (with monthly payments) until for the full 12 months time. After researching on the internet, I have discovered that they intentionally mislead their customers, by telling them they can cancel anytime. I was unprepared for this to be a yearly membership and would never have signed up if Id known the truth.

      Business Response

      Date: 07/06/2024

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

      This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about the loss of your pet as well as the issues you encountered in cancelling your ********** Premiere plan.

      Your account has been successfully cancelled and you will also receive an email confirmation of the cancellation.

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

      Sincerely,

      Petco - The Health + Wellness CO

      Business Response

      Date: 07/06/2024

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

      This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about the loss of your pet as well as the issues you encountered in cancelling your ********** Premiere plan.

      Your account has been successfully cancelled and you will also receive an email confirmation of the cancellation.

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

      Sincerely,

      Petco - The Health + Wellness CO

      Customer Answer

      Date: 07/07/2024


      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:07/05/2024

      Type:Product 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.
      Petco has been trying to take unauthorized funds from my debit card ending in 5875. These Petco accounts were to have been closed in 2023/2024 as repeatedly requested. ANY AND ALL accounts associated with these names and addresses are to be closed immediately:******************* ************************* ********************* ***************************************** Email addresses should not be requested. They should be able to use the names and this address.Im requesting the BBB for assistance as my multiple attempts to take care of this myself seems impossible with Petco directly.I will NEVER shop there again.

      Business Response

      Date: 07/12/2024

      Dear *** And *************************,

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

      We have previously asked one of our Premier Supports 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, and please let us know if we can be of any further assistance.

      Sincerely,

      Petco - The Health + Wellness CO

      Customer Answer

      Date: 07/12/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      *** And *************************

       

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