Business Profile

Pet Store

Petco Animal Supplies Inc

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Complaints

This profile includes complaints for Petco Animal Supplies Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

918 total complaints in the last 3 years.
246 complaints closed in the last 12 months.

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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:06/11/2024
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 + ***********
Initial Complaint
Date:06/11/2024
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.
Wanted to share my poor custoomer service experience regarding a bag of dog food i never got but order two weeks ago. Have been a repeat customer for over 24 years until today. Ordered dog food on the 3rd and still havnt received it. My dogs then ran out of food and didnt eat for a night bc yall dont send things on time. I called today regarding it and spoke to **** who never once offered an apology and said well i can see about canceling and i said no, at this point its in transit but u can refund it at this point for the issue. She told me no a partial credit and asked for a supervisor. Another 15 minutes and ******* got to the phone , refused any credit until i told her i was already promised it and told me she doesnt have the ability to do so. Another long hold where she refunded $20 back. If this is the type of service that it has come to i am shopping Petsmart going for all my pet needs. They are more sympathetic and when u ask for a manager, u actually get one and its not a 40 minute ordeal! Your services have gone downhill and u will be loosing customers bc of it! *** a corportate contact back , but doubt that will happen.
Business Response
Date: 06/18/2024
Dear ************************************,

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

A copy of your complaint was shared with our Corporate team to ensure that this will be addressed accordingly. We requested that they contact you to discuss this complaint and to provide a resolution.

Thank you for contacting Petco.

Sincerely,
*******
Petco - The Health + Wellness CO
Initial Complaint
Date:06/11/2024
Type:Sales and Advertising 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 spent several months trying to get a simple Rx refiled. I literally called/emailed over 10 times to get this resolved. I suspect no liscensed vet was on staff, which could be the only explanation of why this took so long. We were trying to fill was a heartworm medication and from prior conversation with my vet if you miss a month it is imperitive to retest for heartworm - if the animal had a heartworm and you administ this med if could be damaging. No offer to do a heartworm test, just here you go.. good luck. We have three animals - two dogs and one cat. One dog and one cat are near end of life and are starting to have health issues. First, our cat was diagnosed with late stage kidney disease. The vet offered us no treatement options, besides Rx food, when our cat was nearly on her death bed. While planning for end of life options we had to also search for a competent vet to get treatment for her. After spending several thousands of dollars at Petco, we had to spend several thousands of dollars seeking out treatment from a competent vet. Our cat is now in stable and healthy condition. Had we not seeked out an additional vet I'm sure she would have passed away by now. When you take your animal to the vet, you want the blood test and treatment options, there were tons of treatments available, Vetco never offered us these.My dog had a cough issue, we got x-rays done at Petco, were told he had a heart condition and would need a very expensive EKG, we scheduled it. In the meantime we were seeking out treatment for our cat, I had to call, email, reach out to corporate to try and get a second option of his xray. I went to the clinic in person and they were shut, no sign, no notice. No one showed up. So in the end, we had to pay for another x-ray and heart blood test (not offered to us by Vetco) and turns out he had no heart issues. This was a $200 blood test, petco was trying to get us to do a $1500 EKG. I had to redo all this with a new vet and I want a refund.
Business Response
Date: 06/18/2024
Dear *****************************,

This communication is in response to your Better Business Bureau case # ********. We are truly sorry to hear about the experience you had with one of our Vetco location.

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 I will email you once an update is available.

Thank you for your patience and understanding.

Sincerely,
*******
Petco - The Health + Wellness CO
Customer Answer
Date: 06/18/2024
This does not address the complaint please keep this matter open as we await a response.
Business Response
Date: 06/19/2024
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. A copy of your complaint was shared with our Area Operations Manager team to ensure that this will be addressed accordingly. They are actively working on the case and they will be reaching out to you to discuss this complaint and your desired settlement. To ensure a smoother and more direct communication, any follow-up communication should be directed to them.

Thank you for contacting Petco.

Sincerely,
Petco - The Health + Wellness CO

Customer Answer
Date: 07/08/2024

Better Business Bureau:

I spoke with the local manager and she agreed to refund ~$650 which is acceptable to me. Thank you for the refund and apology.

Regards,

*****************************
Initial Complaint
Date:06/08/2024
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 here for a Giardia ***** exam in Dec 2023. His test came back positive and the Vet refused to treat him, saying he only had ******* but no cysts. I argued, and they treated. Then, I took him back for another ***** test in February 2024 and they falsely reported he had a negative test. I immediately took him to another vet and he tested positive for a different parasite that VETCO did not catch or report to me. Then, today, I took the dog back for a weigh in and flea treatment and they refused to do it because my husband took the dog instead of me. I asked to speak to the horrid and incompetent ******* ******************** and he refused, keeping me on hold for an extended period of time and hiding in the back so he wouldnt talk to the doctor.
Business Response
Date: 06/15/2024
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 Total Care clinic.

A copy of your complaint was shared with our VTC team to ensure that this will be addressed accordingly. We were advised that their team will be contacting you and they are actively working on the case. To ensure a smoother and more direct communication, we will be directing all further communication to Vetco Team.

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 contacting **********************.

Sincerely,
******* P
Petco - The Health + Wellness CO
Initial Complaint
Date:06/08/2024
Type:Order 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 was signed up for the vital peeper plus program with the understanding that this was a month to month plan. I advised the sales associate that I was moving soon, and I was not sure if a Petco would be close to where I lived. They told me that was fine and I could cancel when I moved in case there wasnt one. Well I have moved now and there is not a Petco near me and now I have been told that I am locked into monthly payments for a year. I just want to cancel my membership and thats it
Business Response
Date: 06/15/2024
Dear ***************************,

This communication is in response to your Better Business Bureau case # ********.We are sorry to hear about your recent experience with our ********** Premiere Program.

A copy of your complaint was shared with our team and they confirmed that your plan has been cancelled.

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:06/07/2024
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.
5/18 Vetco exam taken and I requested to transmit prescription to East ************** Pharmacy 6/2 Check with ****** Pharmacy. No prescription received. Called Vetco to send again. Sent immediately. Called ****** pharmacy but no receipt again.6/5 Called Vetco to verify the number it faxed to. Vetco said they sent to a ******* WA ****** number. Updated them with the correct East Hanover ****** pharmacy number. Said it needed 2 days to send.6/7 Called East ************** Pharmacy to see if they received it. Negative. ****** called Vetco and was told it takes 6 business day to transmit. 6/10 due date of my dog to take the dewormer. I still don't know when Vetco can fax ****** the prescription so I can order dewormer.
Business Response
Date: 06/10/2024
Dear *****************,

This communication is in response to your Better Business Bureau case # ********. I understand that you have been trying to get the prescription sent to the pharmacy for over a week, and I apologize for any inconvenience this has caused.

We have forwarded this to our Vetco Clinic customer service and she confirmed that she has called the ****** store pharmacy **************) with the approval for ************* Simparica TRIO.

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: 06/10/2024

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 called ****** Pharmacy and confirmed receipt of prescription. Therefore, I consider this complaint resolved.

Regards,

*****************
Initial Complaint
Date:06/07/2024
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.
They wouldnt do their job. They wouldnt cut the dogs hair because he was old and they were afraid to cut it. There was no reason the dog was just a small little dog about 13 years old and they wouldnt cut it so I left they werent nice at all. if they were license, they know what to do. I dont think the license at all to cut here.
Business Response
Date: 06/10/2024
Dear *********************,

This communication is in response to your Better Business Bureau case # ********. We are sorry to hear regarding your experience in one of our store location.

A copy of your complaint was shared with the our store leadership to ensure that this will be addressed accordingly. I will be sending you an email once a resolution is received.

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:06/07/2024
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 been using Petco Premier for quite some time to save money. Honestly, it doesnt save me much since I only use it for dog food and rarely do grooming. However, it has been a net saving and I have 2 dogs on it. I have had it in the past until the restrictions to actually use it became too much. Specifically I was paying for it for over a year and the 10% nutrition would not apply as it is supposed to. I was having to call in regularly just to get the deal I was supposed to get. I am the type of person that will search for the best dog food value. I was assured that the issues I had the first time around were technical. I signed back up last year and after 6 months I went back to having the same issues where I was not getting the items discounted. To be clear I pay $17.99*2 for 2 dogs and get $30 petco rewards to use. However, using an autopay discount means I cant use the petco rewards that I literally pay for. I asked them to cancel it and they want to continue charging me until the renewal.
Business Response
Date: 06/10/2024
Dear ***********************,

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

A copy of your complaint was shared with the appropriate team to ensure that this will be addressed accordingly. I will be sending you an email once a resolution is received.

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: 06/11/2024
They have not provided a solution only told me someone would reach out and I have gotten another charge. I am going to be disputing with my credit card shortly if I do not get contacted by the company.
Business Response
Date: 06/15/2024
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.

A copy of your complaint was shared with our team to ensure that this will be addressed accordingly. We were advised that both plans have been cancelled and a refund has been issued for the most recent charge on each plan.

Thank you for contacting Petco.

Sincerely,
******* P
Petco - The Health + Wellness CO
Customer Answer
Date: 07/03/2024

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 have been refunded and consider this complaint resolved.

Regards,

***********************
Initial Complaint
Date:06/04/2024
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 am writing to formally lodge a complaint regarding a recent purchase of dog food that has had serious adverse effects on my pet's health. Below are the details pertinent to my purchase and the subsequent issues encountered: Dog Food Brand Name: Acana Dog: Red Meat Recipe Purchase Location: Petco: ************************************************************************ | ************* Purchase Date: 23-Mar-2024, 4:01 PM (CST) Register: 001 Transaction: ****** Lot Number: Not identifiable on the bag Expiration Date: Not identifiable on the bag. I have been feeding my dog Acana Red Meat Recipe dog food for over a year without any issues. However, upon purchasing and feeding my dog from the this new bag of food, I encountered severe problems.Within two feedings from the new bag, my dog began to vomit and suffer from diarrhea, which contained blood. My dog also lost control of his bladder. This condition persisted for nearly two weeks, during which my dog experienced significant weight loss.Despite many attempts to stabilize his condition by transitioning to a ***** diet, my dog has only recently been unable to consume 15 pieces of kibble (different brand), with his ***** diet since the incident.Given the seriousness of these health issues, I am deeply concerned about the quality and safety of the product in question. This experience has been very traumatic for both my dog and our family. I am seeking an immediate investigation into this matter and appropriate remedial action to address the impact on my dog's health.Additionally, I would like to be reimbursed for the cost of the food ($47.99)
Business Response
Date: 06/08/2024
Dear ***************************,

This communication is in response to your Better Business Bureau case # ********. We are sorry to hear how your recent purchase worked for your pet.

We have shared this report with the vendor and asked them to contact you to discuss the issue. We are confident that they will provide the best resolution for this incident. Meanwhile, since this is an in-store purchase, we are unable to process a refund back to the original mode of payment however, we have issued a $48 worth of electronic gift card. You can use the eGC for online or in-store purchases.

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:06/03/2024
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.
On 06/03/2024 I went into the Petco located at ************************************************************** for a 6pm session to train my dog **** with ****. I have no complaints about the training session. My complaint is after the class I had to purchase cat food for my three cats and I purchased three bags of the wellness core 11 pound bag only To find out once I got home from a 40 minute drive that the expiration for one of the bags is listed for May 17, 2021. That is EXTREMELY CONCERNING! There is no reason for a bag that old to still be on shelves!!! NO EXCUSES!!! There should be workers that are pulling expired food off the shelves, especially being 3years old. Im upset because normally I look before I purchase but I was so tired. I also signed up for a membership to try to save money on future purchases. If Petco doesnt care about my animals safety then why should I even bother shopping there!?! The workers should be held accountable for this! Pure laziness if you tell me. Hopefully they can come up with a better solution/system so an animal doesnt end up eating expired food
Business Response
Date: 06/05/2024
Dear ***********************************,

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

Our office has received your concern regarding the expired product you purchased. We take immense pride in the quality of our products, and we are sorry that we fell short of your expectations. We will certainly do our due diligence to review the product and make any decisions necessary to ensure its quality and thank you so much for bringing this issue to our attention.

Meanwhile, since this is an in-store purchase, we are unable to issue a refund back to the original mode of payment however, you can return it to any Petco store within 30 days of purchase. Another option is we can issue an electronic gift card instead. Please let us know if this option would work for you. If yes, please contact our customer service number, provide reference # ******** and request an eGC for the expired product.

Thank you for your patience and understanding.

Sincerely,

Petco - The Health + Wellness CO
Customer Answer
Date: 06/07/2024
Providing my cat with a vital care premiere membership would be suffice.
Business Response
Date: 06/09/2024
Dear *************************************,

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

Unfortunately, we are unable to sign your cat up for our ********** Premiere membership program. ********** Premier is a 12-month commitment billed at $19.99/month for Cat or Dog and $9.99/month for Companion Animal (Bird, Reptile, Small Animal or Fish). You will continue to be billed monthly for the duration of your one-year term and continue to have access to all subscription benefits throughout the remainder of your annual subscription term and we do not have a way to override the charges. You can upgrade your membership to ********** Premier online, in-store or in the Petco App. Simply sign-in to your ********** Core account online/app,or provide your phone # in-store and select your plan.

As a token of our apology for the expired products, we have sent you a $50 electronic gift card that you can use for online or instore purchases. Please check your inbox or spam folders. As for the products, since this is an in-store purchase, we are unable to issue a refund back to the original mode of payment however, you can return it to any Petco store within 30 days of purchase.

Thank you again for contacting Petco.

Sincerely,

Petco - The Health + Wellness CO

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Petco Animal Supplies Inc is NOT a BBB Accredited Business.