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.

close

Find a Location

Petco Animal Supplies Inc has 1465 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Petco Animal Supplies Inc

  10850 Via Frontera San Diego, CA 92127-1705

• 

  Petco Animal Supplies Inc

  9125 Rehco Rd San Diego, CA 92121

• 

  Petco Animal Supplies Inc

  10410 Friars Rd San Diego, CA 92120

• 

  Petco Animal Supplies Inc

  154 Encinitas Blvd Encinitas, CA 92024

• 

  Petco Animal Supplies Inc

  2749 Via De La Valle Del Mar, CA 92014

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:06/20/2024

  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.

  6 months ago I have decided to ask an employee at my local Petco about the Petco Premiere Plan. They glamorized how good it was and how they use it for their pet as well for the free checkup and discount on the food. 3-4 months into this plan I have used this service only about once for checkup and the rest are mostly using the $5 off coupon that they give for the plan so I have decided to cancel. I emailed Petco in which THEY told me that the service was a contractual agreement of 12 month and despite me being misinformed I was still not able to cancel. About 2 months ago I brought one of my dogs in to use the checkup because I thought if I was going to keep this plan I might as well use it for more than just the coupon. The veterinarian insisted on a full ***** and blood sample which costed me $60. After that I have been charged continuously for these services in which I have started to dispute with my banks and got a new card but I was still being charged. I have 2 dogs so vital care premiere goes up to $50/ month which is ridiculous if all I am using are the coupons. I have as of recently started to dispute most of the vital care premiere charges specifically with my bank so I am not looking for a refund on Petcos end. If Petco will like to bill me for the coupon used given by the **************** I am okay with that but I will not be buying another month of premiere and will continue disputing with my bank if they will not cancel my subscription. Also at one point in time when Im purchasing over $200+ in equipment for a fish tank, the app kept giving me an error and they held my fund for over 7 days in which I could have used to purchase the equipment in store, please fix your app as it kept giving me errors and headaches to even purchase something. Premiere ID *********

  Business Response

  Date: 06/21/2024

  Dear ***************,
  
  This communication is in response to your Better Business Bureau case # ********. Thank you for reaching out to us about the concerns you've had with your ********** Premiere Plan. I apologize for any inconvenience or frustration our services may have caused.
  
  I am pleased to inform you that your plan has been successfully cancelled. As per your request from your previous contact with our customer service team, we have cancelled the plan effective 6/20/2024. You will no longer be charged for this plan and all future payments have been terminated. 
  
  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:06/19/2024

  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 purchased a petco vita care plan May 18th 2024 and was told it was a year plan but if you did not like the plan or did not use it I could cancel anytime by calling. I called today as I am 1 hour from the closet store and have not used it since. They told me that you cannot cancel but only turn off auto renewal for next year. The store made it fully obvious you could cancel before then and now I am being told I cannot *** have to pay for something I am not using. That is false advertisement.

  Business Response

  Date: 06/25/2024

  Dear *****************************,
  
  This communication is in response to your Better Business Bureau Case # ********.
  
  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 cancelled and they have refunded the last monthly payment of $10.86.
  
  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: 06/25/2024

  
  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:06/17/2024

  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.

  Item not received I didn't receive the digital download ************ Case details Your conversation with Cashstar + Petco AD ************************* June 1, 2024 at 7:29:30 AM PDT I would like my egiftcard transferred into a physical plastic card Cash ***************************** CND6KYXMSX Seller info 9UR38940S5744093G Purchase details PETCO PETCO D49VXKW77 $175.00 Cashstar + Petco -$175.00 May 26, 2024 . Payment ________________________________________Paid with PayPal Mastercard$175.00 on May 26, ********************************** 9UR38940S5744093G Seller info Cashstar + Petco Invoice ID ********** Purchase details PETCO D49VXKW77 $175.00 ________________________________________annette ******************* 1, 2024 at 7:29:30 AM PDT I would like my egiftcard transferred into a physical plastic card Cash ***************************** CND6KYXMSX Seller info 9UR38940S5744093G Purchase details PETCO PETCO D49VXKW77 $175.00 AD ************************* June 2, 2024 at 3:18:09 AM PDT Please Send plastic E-gift card to ********************* ***********************************************************************************

  Business Response

  Date: 06/19/2024

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ********. We understand that you want to transfer the balance of the electronic gift card you ordered to a physical one.
  
  Unfortunately, we're unable to convert the electronic gift card for a physical gift card. However,we recommend reaching out to Cashstar directly to explore alternative solutions that might work for you.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:06/15/2024

  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 schedule my appointment two weeks in advance. I got my notice to confirm not once but twice. I replied both times and even got a confirmation stating they would see me at my appointment. This morning while getting ready I got a call stating that my appointment had been cancelled because they did not get a verbal confirmation. Where is it stating that I have to do a verbal confirmation I have always done a text confirmation and never not this issue. I request that they tell me where it says that in the policy. No one can because it is not written so they make up the policies as they go and consumers are just supposed to know that they exist. So I went to the office because I wanted them to show me the policy they cannot and now they can add my dog back to the schedule in the same spot that they had told me it was canceled. So I waited around for 2 hours and while I was waiting, I called another vetco in *******, and asked hey it's policy that you have to have verbal confirmation the lady immediately says NO text is fine. Then when I told her my issue she placed me on hold comes back and stated oh yeah that is a policy I said again where is that how would I know that this is a thing??? Can't tell me put me on hold and then comes back to state that she can have someone reach out to me in 24 hours. So my appt is at 1130 I make sure I am in there at 1129. I stand in the waiting area for 14 mins and the in the room for 45 mins before someone comes then another 30mins and As I am walking out because at this point I'm over this whole situation they come to give my dog 2 shots and then they even charged me more than it was quoted but I knew that if I did not just pay and leave it was not going to end well. Mind you a month prior they canceled on me the day of again because the provider did not come to work and did not offer any resolution nor apology. I WILL NEVER GET SERVICES AT VETCO AGAIN!!!! THEY TRULY NEED TO DO BETTER 6/15/24

  Business Response

  Date: 06/20/2024

  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 their team is already in contact with you and they confirmed that a refund of $65.00 will be issued.This is the difference between what was signed on the estimate and what was paid on the register. To ensure a smoother and more direct communication, any follow-up communication should be directed to them.
  
  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:06/13/2024

  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.

  In late February of this year I bought an 11 month old Sun Conure at *****************************. My total purchase was well over $1600. By early **** ***** the Conure was sick. We sought vet care at Stonelege Animal Hosptial in ***************. ***** was diagnosed with liver disease at the young age of 14 months old along with pneumonia due to being immunocompromised by liver disease. It's possible liver disease was caused by the diet recommended and it's genetics (Healthy selects Conure food) and currently used by their supplier and the store itself. ***** had a month long battle with the illness and died in my hands June 10th. ***** didn't deserve to endure this tragedy. Not only is my family traumatized, but we are out over $1000 with only heartbreak to show for it. Petco at this point denies any wrong doing and has not offered any type of resolution.

  Business Response

  Date: 06/20/2024

  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 store leadership team to ensure that this will be addressed accordingly. We were advised that this is an ongoing issue and they have involved their *** (District General Manager) and **** (Animal Care Operations Manager) in this to get a resolution. Unfortunately, they are still waiting to hear back from the **** on the final decision and cannot resolve the matter until they get that response. They did call the *** for an update and forwarded him the complaint but was told to wait for a response from the **** on how to proceed. We will be awaiting further update from the and will let you know via email once an update is available.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + ***********

  Business Response

  Date: 06/20/2024

  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 store leadership team to ensure that this will be addressed accordingly. We were advised that this is an ongoing issue and they have involved their *** (District General Manager) and **** (Animal Care Operations Manager) in this to get a resolution. Unfortunately, they are still waiting to hear back from the **** on the final decision and cannot resolve the matter until they get that response. They did call the *** for an update and forwarded him the complaint but was told to wait for a response from the **** on how to proceed. We will be awaiting further update from the and will let you know via email once an update is available.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + ***********

• Initial Complaint

  Date:06/13/2024

  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.

  Yesterday I took my dog to be groomed at Petco in *********, **. It had been a while since shed been groomed and she has a double coat of fur, so I asked for the $20 furminator add-on. When I picked up my dog, I learned that she had a hard time with some separation anxiety. The groomer told me she was able to complete everything except for the nail clipping. She was only able to file down a couple of nails. After we walked out of the store, I went to pet my dog, and she was shedding like crazy (as per usual). This should NOT be the case after I spent over one hundred dollars on grooming, including an extra fur removal add-on.I understand that my dog was a little bit uncooperative, but then I should not be charged for services that were not rendered. The groomer was clearly unable to perform the extra fur removal, and barely trimmed her nails. I believe I should have been charged sixty dollars Maximum for the quality of grooming that was done. The groomer was very nice, but I am disappointed. I could have gone to a private groomer for half the price.

  Business Response

  Date: 06/20/2024

  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 location.
  
  We have forwarded a copy of the complaint to our store leadership. We are still awaiting for a response and I will update you via email once we receive one.
  
  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 + ***********

• Initial Complaint

  Date:06/12/2024

  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.

  Ordered food on Sunday after trying to place an order on memorial day the supervisor I talked to was sympathetic and ordered a discount on order I was told the refund would reflect 3-5days and the order would ship out the Monday and the order I placed came to a total of $74 and change the supervisor gave a $50 discount because of the prior issues leaving the total order for the case of wet food abd dry food $24 I never received the refund I called about it twice andni called about the food and when it was going to ship I checked my email on the regular on Wednesday June 12th I called and asked for a supervisor to find out why the canned food never shipped I wad transferred over to Quen initially the conversation was fine but when she out me on hold and to me came back with multiple excuses I became upset she told me she could not cancel the order or touch the order because it was in a pending status I asked about sending a note to the warehouse to find out what was going on shebthen said she couldn't and then went on to make excuses I asked about paying for a second order and her honoring the discount she refuse saying they would have to pay for shipping places me on hold again and said it would have to take FIVE DAYS FOR OETCO TO ASSIST I said that happens when a order is shipped and considered lost or stolen fot most company's how can an item that never shipped have to wait that extensive time to be resolved I asked again to pay for the food my dogs are are hungry they are barely eating I have to boil my personal food in order to feed them shebsat quiet in my opinion very dismissive about my complaint I asked for the corporate number she refuse to give it and said I could air my grievances with her I told her I normally don't shop with petco I ship with petsmart for my dog food I only used petco because I had a giftcard I asked again about paying for the food she then flat out refused to honor the discount basically telling me to wait and the they will fix it

  Business Response

  Date: 07/05/2024

  Dear ****************,
  
  This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about your recent experience with Petco.
  
  We have reviewed your previous communication with our customer service team and after a thorough discussion, we have agreed to honor the $50 discount. The amount of the order for the Blue Buffalo Blue Life Protection Chicken & Brown **** Formula Small Breed Dry Dog Food, 15 lbs. is $33.10. After using your $30 electronic gift card, a balance of $3.10 remains which was deducted to discount we promised. An egc with the amount of $47 has been sent to your email address. Please expect to receive it within 24 hours.
  
  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:06/12/2024

  Type:Sales and Advertising 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.

  Target up the street on ******** is a great store and the one off *************** and ********** I think the one on ******* and the superstore in ****** is the one where I purchased a few compact discs.

  Business Response

  Date: 06/18/2024

  Dear ***************************************,
  
  This communication is in response to your Better Business Bureau case # ********.Unfortunately, the complaint we received lacks sufficient information. We have reached out to you via email for additional information but received no response. Could you please provide more detailed information about the issue you're experiencing, so we can accurately direct your concern to the right person or department for assistance?
  
  Thank you.
  
  
  Sincerely,
  *******
  Petco The Health + ***********

• Initial Complaint

  Date:06/12/2024

  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 made an appointments last week for both of my Golden Retrievers with ********************* ****************** groomed both of my dogs in the past and she did mention that my female Golden ***** is a little scared of the dryer! No issues were noted with my male dog Atos! I came to the schedule appointment on June 11 at 1 pm bringing ***** first. From the get go ******** had very negative attitude !!! First she tried to force me in adding additional services and up charge me additional $28. I told her that I am not interested in adding more services and just want my regular package . ****************** became very upset stating that now she needs to change her notes in the computer . Shortly after that she took my dog to the back to test how she would behave with a dryer and than came back after few minutes stating that her manager told me to charge me more because ***** takes more time and they are not being paid by the hour. I asked ******** how long is an usual appointment takes and she said 3 hours, to which i replied that last appointment took her less than 2 hours so at this point I am confused why she is trying to charge me more !? ******** became visibly very upset and told me that she will not groom my dog because she is aggressive and she doesnt feel safe around her and than she told me that she also canceling my other dog appointment because she can refuse a service if she feel so!!! I asked to talk to her manager ( also named ********) and unfortunately her manager was extremely unprofessional as well ! She also said to take my dogs elsewhere and they dont have to provide a service if the dont want to ! I left the store crying! I have never been humiliated like that before! Is that a Petco policy to disrespect and verbally abuse their customers? I have lost 2 days (today and another to make new appointment elsewhere) from work. This is a clear case of retaliation for calling out their bait and switch tactics of changing prices

  Business Response

  Date: 06/28/2024

  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 location.
  
  We have forwarded this to our leadership and as per our District Manager, you were previously informed that we cannot provide service if the dog cannot be dried safely. At check-in, you were reminded of this again. They have referred you out as the groomer couldnt do the dog with the dryer and due to size and coat, they couldnt just air dry the dog. They recommended somewhere else that can sedate the dog or give calming aids and you were not charged for anything.
  
  We are sorry if our words or actions have upset you. Our intention was not to offend or harm anyone. Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:06/11/2024

  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.

  My recent visit to Vetco was an utter nightmare, an experience I feel compelled to share to warn others. Seeking care for my cat, who was losing weight and occasionally displaying open-mouth breathing, led me to Vetco. Little did I know, trusting them with my beloved pet's health would almost cost him his life.On 5/14/24, Vetco diagnosed my cat with a list of ailments, including heart disease (resulting in lung fluid), hyperthyroidism, and liver disease causing abdominal fluid buildup. Instead of empathy, I felt accused of mistreatment because of his weight and he was listed as unkept on paperwork. Prior to this, he had been healthy for ****************************************************** a cascade of incompetence.Despite prescribing crucial medication, Vetco failed to promptly approve the prescription with Chewy, leaving my cat untreated as he continued to decline. Worse, Vetco declared his liver irreparable and callously recommended euthanasia. Shocked and devastated by this grim prognosis, I followed their advice, only to be met with further incompetence when I attempted to schedule the procedure several days later when I believed my boy was suffering. Vetco callously informed me that they were booked for a week, leaving him suffering in limbo.Desperation led me to a local vet, who immediately administered the missing medication via IV, a solution Vetco hadn't even mentioned. My cat improved within hours, defying Vetco's dire prognosis. Subsequent testing contradicted Vetco's claims, revealing treatable conditions and no abdominal fluid.Since visiting a different vet, my cat has drastically improved. In total, I wasted $525 on Vetco's gross misdiagnosis and mistreatment. The emotional toll of nearly euthanizing my cat due to Vetco's incompetence is incalculable. I demand a full refund from Vetco and urge pet owners to avoid this veterinary abomination. Trusting Vetco with your pet's health is akin to playing Russian roulette with their lives.

  Business Response

  Date: 06/18/2024

  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. Unfortunately, the complaint we received lacks sufficient information. We have reached out to you via email but we have not received a response. Could you please confirm the location of the Vetco clinic, so we can accurately direct your concern to the right person or department for assistance?
  
  Thank you.
  
  
  Sincerely,
  *******
  Petco The Health + ***********