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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

    • 915 total complaints in the last 3 years.
    • 243 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:07/05/2024

      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.
      I purchased Vital Cal Premier for a year in advance in order to obtain product discounts. After spending hours with IT and in the store, we cannot get the program to show up on my account in the app so I cannot use the discounts. I was cheated/scammed.

      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 issues you are experiencing with your ********** Premier account.

      We checked and found that your membership is under the email address, ******************* Please log in with this email address to view your ********** Premier dashboard and benefits.

      Please let us know if there is anything else we can do for you.

      Thank you for your patience and understanding.

      Sincerely,

      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:07/02/2024

      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 signed up for the vital care premier membership on March 30, 2024. I was advised in the store to sign up because it would prove a discount for any purchases or supplies needed. I already purchased the supplies needed and only planned to use it for food, which I have stocked enough for the year. I was told in the store that I could call and cancel anytime and since I wouldnt need it at the moment or not using it anymore I called to cancel on June 28, 2024. I was advised that it was a contractual agreement that I had to be in for a year, which wasnt advised in the store. I told the rep on the phone, I never wouldve signed up if I would have known I had to keep it a year before I could cancel. They charged my card for the membership on July 1st. With me thinking the membership was cancelled, it wasnt, so I called again and she explained the yearly contract and didnt mention anything about receiving a refund even though I called to cancel. I would not recommend! Since I am not even using the membership, I could be using the money for something else. I dont plan on paying for this membership any long, so I guess I will have to call my bank and stop payments, which is unfair since they cant remove my card off of my account and they cant either. Very unacceptable and frustrating!

      Business Response

      Date: 07/04/2024

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

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

      We have reached out to our team regarding your concern and they were able to cancel the plan and have refunded the last payment of $9.99.The refund will take 2-3 business days to reflect on your account.

      Please be assured that Petco is committed to customer service. We highly appreciate your feedback as it will assist us in becoming better at what we do. It is our goal to retain you as a satisfied customer.

      Thank you for your patience and understanding.

      Sincerely,

      Petco - The Health + Wellness CO

      Customer Answer

      Date: 07/05/2024


      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:07/02/2024

      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.
      Breach of personal information on Petco App

      Business Response

      Date: 07/09/2024

      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 sent your concern to our Specialist at Vetco Clinic, who will contact you soon to discuss the charges for booster vaccinations.Please be assured that we have escalated this matter to the relevant person in charge, who will work to find a solution to resolve your issue.

      Thank you again for contacting Petco.

      Sincerely,

      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:07/02/2024

      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 purchased 4 items on 6/29 for BOPUS order ***************. I went to the store and immediately asked the associate to process a refund for one of the items (SKU *******), as I did not mean to add it to my cart. She stated I would receive a refund, but could not provide a receipt or other proof of return. I have yet to receive a refund or any notification of the return. Thank you.

      Business Response

      Date: 07/09/2024

      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 from your order.

      We followed up with the store leadership about this issue and were told by the Store General Manager ********* that an email should have been sent to you regarding the return of the product, as this is a standard practice when picking up or canceling an item. It's possible that the bank is taking a bit longer to process the return, which usually takes a few days. The stores GM has been trying to reach out to you to confirm if you've received the refund, but she has been unable to contact you as your mailbox is full. If you haven't received the refund yet, please let us know so we can investigate further. 

      Thank you for your patience and understanding.

      Sincerely,

      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:07/01/2024

      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 7/1/24, I placed an order with Petco online. I selected 5 CANS of cat food. When I was able to check my email not 3 hours, at most, later, Petco had charged me for FIVE CASES! I called customer support. The person just just reading from a script. Finally got through to them the issue..and the usualits processing. Then they wanted a credit card over the phone. Then they couldnt cancel because one item wasnt processing, but promised they would monitor the situation and cancel when they could and call back. Never happened. Went on their chat 3 times..same its processing because the only order they received that day was mine and the entirety of Petco was solely focused on that. Then it was they could check with their team to see is they could cancel. Now a whole team was involved. I used PayPal for my order (which, without my permission, they kept as my payment method and theres no way to remove it). PayPal did issue a temporary refund. I notified chat. Same nonsense. Now I get a message my order has shipped. Amazon isnt that fast. The order hasnt been processed or shipped. There is no team. Its just theft as far as Im concerned. Website trickery (the list the price per item not case) and you dont even get a full page view, just a little box. I cant even figure out how to return item as it only allows for in person returnsnot an option. Im nowhere near their store. So much effort to take money which annihilates my budget for the month but could not be as much as the spend on paper clips.

      Business Response

      Date: 07/03/2024



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

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

      We understand that you had requested to cancel the order,and we fell short in fulfilling that request. I am pleased to inform you that we have issued a $117.51 refund for the 5 cases of Fancy Feast Medleys Wild Salmon Primavera With Tomatoes Carrots and Spinach in Silky Broth Wet Cat Food,3 oz., Case of 24, which will be credited back to your original payment method within 2-3 business days. Although the order was processed, we kindly suggest that you consider donating the food to a local animal rescue or shelter.

      Please be assured that Petco is committed to customer service. We highly appreciate your feedback as it will assist us in becoming better at what we do. It is our goal to retain you as a satisfied customer.

      Thank you for your patience and understanding.

      Sincerely,

      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:06/27/2024

      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.
      At **************************************** grooming salon the ** has been out for at least two months. We (the groomers) have been told by the regional manager multiple times it will get fixed but no definite date has ever been given to us and still has not. On June 24,2024 I went to the doctor due to fatigue, shakiness, and nausea that had been occurring for a couple of weeks. I told my doctor the symptoms and he said it is directly related to work and working in up to 85/90 degrees in the salon. I created a case to the ************************** to get compensation for the time of me being away because I will not put my health at risk any longer especially since it is work related. They declined to pay me and no further comments have been said about the ** being fixed. It is shameful that Petco is putting their groomers and peoples pets at risk in these conditions, especially for those of us that they know have health issues.

    • Initial Complaint

      Date:06/27/2024

      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.
      Took my pet in to get vaccines in January prepaid for all vaccinations they told me he was able to get one vaccine today and I would have to schedule another appointment for his next vaccination. I asked if I can schedule an appointment as they always do for me in person. They said no to reschedule whenever I had time on the app so I rescheduled for this Monday and I went in and they made me repay for the vaccination. I had already prepaid for in January. I asked if theres anything they can do because I wasnt informed that I had timeframe to use my vaccination and they said there was nothing they can do and I had to pay for.

      Customer Answer

      Date: 07/11/2024

      Took my pet in to get vaccines in January prepaid for all vaccinations they told me he was able to get one vaccine today and I would have to schedule another appointment for his next vaccination. I asked if I can schedule an appointment as they always do for me in person. They said no to reschedule whenever I had time on the app so I rescheduled for this Monday and I went in and they made me repay for the vaccination. I had already prepaid for in January. I asked if theres anything they can do because I wasnt informed that I had timeframe to use my vaccination and they said there was nothing they can do and I had to pay for. I would like to receive a refund for the payment I had to make twice for no reason 

      Business Response

      Date: 07/16/2024

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

      This communication is in response to your Better Business Bureau complaint. We are sorry to hear about your recent experience in getting a vaccination for your pet 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 are actively working on the case and will be reaching out to you directly to discuss the packages and vaccinations. Any follow-up communication should be directed to them to ensure a smoother and more direct communication.

      Thank you for your patience and understanding.

      Sincerely,

      Petco - The Health + Wellness CO

      Customer Answer

      Date: 07/17/2024

      I received a call yesterday from ***************** indicating that I will not receive my refund because my vaccinations I paid for expired. However I again explained the same scenario to the representative that when I initially went in and paid for it the representative that walked me to the Vetco clinic explained I can come back whenever and I said can I schedule an appointment with you now (they always schedule my returns) she stated no just book my appointment online whenever I wanted to. If I aware of the expiration why would I not book in a timely matter. 

      Business Response

      Date: 07/23/2024

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

      This communication is in response to your rebuttal with your Better Business Bureau case ID# ********.  We are truly sorry about your ongoing disappointment on the issue.

      As per our Vetco Clinics Specialist, it is outlined at the bottom of Tobys Visit Summary to return for the pending rabies vaccines. This is also outlined on our website under the package tab. Our clinic teams do not automatically schedule follow up appointments, this is the responsibility of the pet parent to do to ensure their appointment is scheduled at their convenience.  

      The following information can be found on Tobys Visit Summary,that was provided to the pet parent at the conclusion of their 1/27/24 visit,under the ********************** Services section: The following services were not given today. Please return to a clinic within 60 days with **** to complete his visit at no charge. - Rabies Vaccination.

      Thank you again for contacting Petco.

      Sincerely,

      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:06/27/2024

      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 11/19/2023, we had an appointment for our dog, ***. She got her rabies vaccine and tested for heartworm to get a 12 month prescription. Today, 5/15/2024, we went to get a 6 month supply, which would take her up to the 12th month, at which time she would get her yearly test. We were told that because they had a new vet, we had to pay for another appointment and test. A new staff vet in the clinic doesn't make test results invalid. This is fraudulent business practices.

      Business Response

      Date: 07/17/2024

      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. They confirmed that your pet still has 6 pack of Simparica Trio available and you may purchase this from the clinic or any third party pharmacy of your choosing. They will be reaching out to you directly to discuss this complaint. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our Vetco specialist until it is resolved.

      Thank you for your patience and understanding.

      Sincerely,

      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:06/26/2024

      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 *********** have had our dog Daisy since Feb. 2023 when she was only 8 weeks. We decided to go to ******* for cleaning & cut since 2023. We scheduled Daisy an standard shampoo & cut for $50 w/ *********************** for 5/23/2024 @12pm. **** cut ***** probably her second visit at *********** absolutely loved the way she cut daisy. So from there on out we always chose **** when booking our grooming appt. On 5/23/2024 when we arrived for *****'s appt. we were greeted by a lady (that was not ****) she let us know she would be taking care of ***** today and we were a bit hesitant at first but we thought that maybe she would check-in Daisy for ****. Around 1pm we received a call from ****** "***** is here with us and we had an accident" we immediately asked what had happened. They told us she is okay but they knicked the back of her left leg and is bleeding and to finish her cut. We hurried to ****** and asked what's going on & where ***** is, they stated she was moving a lot and that's how she got cut. I asked is it a coincidence that the one time ***** is cut by another groomer this happens? I was upset they didn't inform us another groomer would be cutting *****. The store *********** took ***** to the vet, the vet said the cut is not very deep so no stitches or antibiotics needed but they did have to glue the wound close. The ****** manager handled the vet bill right then and we exchange info, he told me I can expect a call from someone. I never received a call today is 6/26 and still no call. My do has not been to groomers since, I am terrified to take her. She has had very bad anxiety since the incident and I have had to try many different remedies' to try calming her. The most unfortunate part is I was looking forward to speaking to someone to discuss the matter deeper to let them know that I love the *********************** & would be will to come back if we could just reconcile the situations because I also had a few questions regarding grooming **********************

      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 our grooming salon at one of our local store.

      A copy of your complaint was shared with our store leadership to ensure that this will be addressed accordingly. We were advised by the grooming salon leader that they have called  the number attached to the dog multiple times. She also confirmed that  **** was the requested stylist and is the one that groomed the dog. She has called and left another message so to ensure a smoother and more direct communication, we will be directing all communication regarding this matter through our grooming salon manager until it is resolved.

      Thank you for your patience and understanding.

      Sincerely,

      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:06/20/2024

      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.
      Bait and switch. I was told for all of the shots and boosters I needed for my dog the most I would pay based on their packages would be $250. I went back for a lepto booster and they tried to charge me $56 for a booster when they said my *** would be $250

      Customer Answer

      Date: 05/16/2024

      ************************************

      Business Response

      Date: 06/29/2024

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

      This communication is in response to your Better Business Bureau case # ********. We are deeply sorry for the issue you experienced with our Vetco clinic.

      A copy of your complaint was shared with our Vetco team to ensure that this will be addressed accordingly. We are currently awaiting response and we will be sending you an update via email once we have received their resolution.

      Thank you for contacting Petco.

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

      Customer Answer

      Date: 06/30/2024

      this is a non response 

      Business Response

      Date: 07/06/2024

      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.

      Our team has reviewed your record and found that your pet was seen by Vetco Mobile on March 25th. Our Vetco team will be contacting you within the next days to discuss this complaint.

      Thank you again for contacting Petco.

      Sincerely,

      Petco - The Health + ***********

    Petco Animal Supplies Inc is NOT a BBB Accredited Business.

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