Complaints

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

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  Petco Animal Supplies Inc

  10850 Via Frontera San Diego, CA 92127-1705

• 

  Petco Animal Supplies Inc

  1215 Broadway #D Chula Vista, CA 91911

• 

  Petco Animal Supplies Inc

  9745 Mission Gorge Rd Santee, CA 92071

• 

  Petco Animal Supplies Inc

  8290 Mira Mesa Blvd San Diego, CA 92126

• 

  Petco Animal Supplies Inc

  1000 W Valley Pkwy Escondido, CA 92025

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/25/2025

  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.

  Petco grooming in ****** on ************************** hurt my dog. They called me ********************************************************** to come back and pick up my dog Thunder. When I arrived I saw blood pouring out of my dogs nose and mouth. They informed me that they let my dog slam his face and head against a bath tub causing significant injuries to his nose and causing a tooth to crack. The blood was very significant and they were doing nothing to control this. My 10 yr old child had to witness all of this. This was traumatic for my dog and for my child due to Petcos negligence

  Business Response

  Date: 04/29/2025

  Hi ********* *****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We are truly sorry to hear about the distressing experience that you, your dog Thunder, and your child went through at our ****** location. Its heartbreaking to hear that he was injured, and that your child had to witness such a traumatic event.
  
  We have reached out to the District Manager regarding this matter to ensure that this will be addressed accordingly. We were advised that he was in contact with you, and they are actively working on the case. They are currently completing a check request for reimbursement. To ensure a smoother and more direct communication, we will be directing all follow up regarding this matter through our district manager until it is resolved. We will also review this matter thoroughly to prevent such an incident from happening again.
  
  Again,I am so sorry for what you all experienced and thank you for your understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the vital care subscription for my dog, as always cause I am a 5 yes long member, and took my dog to get his free nail clippings (it's part of thr subscription) and was turned away 3 different times saying they couldn't clip my dogs nnails! Out of the 5 years I have never had this issue! And when I called expressing my concerns I was offered a $4 refund

  Business Response

  Date: 04/25/2025

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

  We apologize for the inconvenience youve faced with the nail clipping service. We understand how disappointing it must be, especially after being a loyal member for five years.
  

  Regarding the refund, since rewards were used on your purchase, were unable to issue a full refund. However, as a one-time courtesy, a $4 partial refund has been processed, which should reflect in your account within 5-10 business days.
  

  We truly appreciate your loyalty to Petco, and were sorry for any frustration this situation has caused.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 21, 2025 my husband took our dog T Bear to get some medication and 2 injections.We should only been charged $110 and was charged $170.00. He was also wormed by ******** and didn't need it and it was in the amount being charged. We want a refund of $60.00. I contacted the Office Manager and didn't get no where. Please help. Thank you

• Initial Complaint

  Date:04/19/2025

  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 bought two ferrets on March 26 at Petco in ***********, **. The *** said to bring them back within 30 days if they are sick, and theyll take them to their vet. One ferret got ill, and I called the store on April 16. The *** said to bring him back at noon, and theyll take him to the vet. At the store, the male *** said that he would reimburse me because they needed to take custody of the ferret to take him to the vet. I had no idea about this. I asked him if I could come back later that afternoon, so he said he wouldnt be ready the same day, and that I might need to wait a few days if he gets medication. I expressed my concern, but he said not to worry, that theyll take care of him. I called on April 17, and the *** said he hadnt heard back from the vet. He asked me not to call back and said theyd call me when ready. Today, 4 days later, they never called, so I went to the store and a lady said he was in the back room. They needed to keep him for at least 10 days, and if hes not better, theyd take him back to the vet and could remain there even longer, and of course, she reminded me that I got reimbursed in other words, I dont have any rights. I contacted Petcos customer service and explained that they didnt explain in advance how the process works and what to expect. I also told the *** I would sign whatever paperwork to take him back today, April 19. Had I been told the process in detail, I would have taken him to my vet instead (this is my 6th ferret). The *** apologized and said the issue would be escalated and an email would be sent to me within 48 hours. So, I didnt solve anything, and by the time they investigate, it will be at least two weeks since they took our ferret away.

  Business Response

  Date: 04/25/2025

  Hi ********* *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the confusion and frustration you've experienced with the care of your ferret. We understand how important your ferrets health is to you.
  
  Please know that your ferret is currently under the care of our vet team, and we are doing everything we can to ensure he gets the best possible treatment. At this time, the ferret is still receiving medication and cannot be returned until he is finished with his treatment. Once the vet has confirmed that he is well enough and ready for sale, we will contact you immediately.
  

  We appreciate your patience as we work to ensure your ferret receives the proper care.
  

  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

  Customer Answer

  Date: 04/27/2025

  To whom it may concern,

  I was not confused. I acted based on the information and treatment I received at your store. Your employees dont know how to perform their jobs or provide information clearly.

  We went to the store late afternoon on Thursday, April 24. We asked for a copy of the policy related to this issue, but they couldnt find it. The store employee said, We dont have it because you should have it with your paperwork. We looked at our paperwork, and we didnt have that. That store currently has about six ferrets in a small fish tank. If someone buys one, they wont be able to have a copy of said policy, because it simply doesnt exist.
  There should be an option to allow owners to continue the care at home with documentation that would allow us to assume that responsibility.

  Clearly, you dont care about animal welfare. Keeping the ferret at home would be less stressful than keeping him in the back room alone. I bet your employees may be forgetting that hes in there. They only know about him because we call and go to the store often. 

  If you are genuinely concerned about a medical liability, you should provide a vet statement.

  I called customer service three times and was told that someone will call me back the same day. No one ever called me back.

  We were told that the ferret was coming home today, Sunday, April 27. Yesterday, I received a call from the store (the first one in two weeks) saying it had to be tomorrow.

  Do I need to say more? Because there's more.

  It's unbelievable that such a business still operates in this manner.

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

  
  

  Business Response

  Date: 05/06/2025

  Hi ********* *******,
  
  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 sincerely apologize for the frustration and confusion youve experienced during your recent interactions with our store. Please know that we take your feedback seriously, and we are committed to addressing these issues. We have forwarded your message to our General Manager for a thorough review. Once we receive a response, we will be sure to update you via email.
  
  We appreciate your patience and understanding as we work to resolve this matter.
  
  Thank you again for contacting Petco.
  
  Sincerely,
  Petco - The Health + Wellness CO
  
  

• Initial Complaint

  Date:04/16/2025

  Type:Delivery 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 placed this order on 4/10.The concern is about the Pentoxifilline as it is crucial for my pet, as we are talking about a life threating situation.Order has been placed in a timely way, and my vet approved it too. When I called today, Petco customer service wasn't able to locate the order number, which I regularly received via email, and recommended me to cancel and place a new one, with of course a huge delay and waste of precious time for my pet. Like I said he is in a life threating situation. How is this situation possible? Do customers care about those IT issues?It's not for the money I paid for the medication, this is for my cat.Will gladly provide more information upon request.

  Business Response

  Date: 04/19/2025

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

  We sincerely apologize for the frustration you've faced with your order. We understand how important the medicine is for your pet, and we're sorry for the delays. We know how urgent this is, and its unacceptable that our pharmacy couldnt locate your order.
  

  We understand your decision to cancel, and please know that we are working to fix this issue and make sure future experiences go more smoothly.
  

  Thank you for bringing this to our attention, and again, we are so sorry for the distress this has caused.
  
  Sincerely,
  Petco - The Health +Wellness CO

  
  

  Customer Answer

  Date: 04/19/2025

   I am not satisfied at all.
  And there are several reasons for that.
  
  First of all, they never shipped the medicine, not get let me know there was an issue UNTIL I called them.
  After days, IT never solved the issue, nor tried to reconcile backend all orders (it looks like there are other customers affected by similar issue).
  
  What Petco really doesn't understand as a business is that they focus on pet's health, and when we buy medicines, it's not because we like them, it's because WE NEED THEM unfortunately, and going back and forth like it happened to me, put the pet's life in a serious danger.
  
  There is really no way you can buy medicine online at Petco and collect them at the local retail store.
  
  Given, all the perils (unfortunately for me and the pet Petco has the best price around for that medicine) my cat has to go throught, the infinite phone calls and everything else, I find extremely direspectful Petco's answer. They weren't offering any real solution to my problem.

  Business Response

  Date: 04/21/2025

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

  Thank you for reaching out, and we are truly sorry about your ongoing disappointment on the issue. I agree that when it comes to pet medication, delays and lack of communication are unacceptable, especially when your pets health is at risk.
  

  I completely understand your frustration and agree that the situation should have been handled much ********** should not have had to make multiple calls or deal with uncertainty about something so important. Rest assured that your concerns have been forwarded to the appropriate team as we also want to ensure that we improve our processes and customer service. As a gesture of our empathy and commitment to addressing your situation, we have sent a $25 e-gift card to your email address. We hope this helps in some way to alleviate the stress of this experience.

  
  Thank you again for contacting Petco.
  
  Sincerely,
  Petco The Health + Wellness Co.
  

  
  

• Initial Complaint

  Date:04/12/2025

  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 there to get her groomed. They butchered her. She has spots that are down to her skin. When I called to speak to a manager they told me they knew about what happened. They offered no refund. I paid over $130. They were extremely rude. Not one person called to tell me what happened. My dog is traumatized. Shes whined for the last hour. Very unprofessional!

  Business Response

  Date: 04/22/2025

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

  Were very sorry to hear that you were unhappy with your dogs grooming experience and that it caused distress.We understand how important your pet is to you and take your concerns seriously.
  

  When you visited our salon, you mentioned that grooming had been delayed due to your dog being in heat, which caused matting. Our groomer explained that some areas, especially under the arms, would need to be shaved shorter for your dogs comfort. You signed a matting release form and agreed to the coat length discussed.
  

  At pickup, the groomer reviewed everything with you, and both you and your dog appeared happy as you left the salon. They also reduced the grooming charge as a courtesy.
  

  Later, when you called back, they offered to fix the groom, refund the package, and provide the next visit for free. Unfortunately, despite our teams efforts to help, they were unable to continue the discussion due to inappropriate language. They have since tried to follow up but have not heard back from you.
  

  Were committed to resolving this issue for you. Please feel free to contact our stores General Manager to discuss it further.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO

  
  

  Customer Answer

  Date: 04/22/2025

  There was no discussion about my dog being matted when I dropped her off. I didnt agree to the length that was given to her. It was much shorter than I agreed to! Bald spots under her arms, that not one single person told me about. When I picked her up NOBODY told me about her haircut. Or the mistakes that were made. Also, not one single person has tried reaching out to me! All lies! Nor did they offer to give a free cut next time. They offered to fix it! But there is NOTHING to fix! Her hair in spots is bald! I dont want her entire body bald! So Im asking for a full refund! Go back and listen to the phone call between us and my husband because all that was mentioned in this response was never mentioned. I apologized for saying one curse word but I was EXTREMELY upset over the haircut! 

  Business Response

  Date: 04/29/2025

  Hi ******** ****,
  
  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 forwarded your additional comments to the stores leadership team so they can review this matter thoroughly and ensure it is addressed appropriately with the grooming staff involved.
  

  As this was an in-store transaction, we are unfortunately unable to issue a direct refund. However, as a one-time courtesy and as a gesture of our empathy and commitment to addressing your situation,we have issued a $50 e-gift card, which has been sent to your email.
  

  Please know that we take customer feedback seriously, and your concerns are being considered to help improve our services moving forward.
  

  Thank you again for contacting Petco.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 27th @ 5:10pm, I went into Petco to purchase items for my dog. I spent over $253. I was going back and forth between different collars and harnesses. The Associate Jaslyn, forgot to remove an item (dog harness) from my transaction. When I got home, I noticed she charged me for something I did not have and immediately called the store. She remembered her error and advised me to come back to the store to fix it. I returned to the store and spoke with the manager on Duty (******) and explained what happened. She reviewed the store camera footage and verified the error on Petco's' part. I did not want any money back, so I went and found a dog harness that was equal to the item the associate made in error, along with dog food and treats and a 40% off coupon used for the dog harness. Transaction went smoothly. I returned to the same location on 4/12/2025 to exchange the dog harness for a bigger size. The harness was NOT used and is also attached to the original packaging. I found the same brand and it was the same price. When I got to the register to complete the exchange the "Manager" Em ranged up my transaction. She advised me there is a balance difference due, and I disagreed and asked for a manager. She went and fetched ****** who was also a "manager", and she advised me of the same thing. I asked her why they are not honoring my original purchase price and it be an even swap or exchange. She advised me that she can't control the promotions and that promotion was over. She advised she can't do anything but provide a refund and I go somewhere else. She ended up with a poor resolution of store credit rather than an "even exchange". I left the additional items I was going to purchase and left. She was rude, unpleasant, unprofessional, provided poor service, and lacked proper customer service etiquette This store has caused an inconvenience for the past 3 weeks, wasted gas, time and money due to the incompetence of this store associates and "managers"

  Business Response

  Date: 04/16/2025

  Hi ******* *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for sharing your experience with us, and Im truly sorry to hear about the issues youve encountered during your recent visits. I understand how frustrating it must have been to deal with the error made on your initial purchase, as well as the inconvenience you faced during your exchange.
  
  We have previously asked our Petco Eastpointe general manager to reach out to you regarding this issue, and I believe you have already discussed the concerns. For further concerns, please dont hesitate to reach out to her for additional assistance.
  
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO
  

• Initial Complaint

  Date:04/09/2025

  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.

  petco is charging as much as $10 more in-store vs. online price. The regular price is $12.99 and the in-store price is $16.99. I purchased SKU ***** for $6.99 and picked it up in-store within 2 hours of purchasing one in-store for $16.99. $16.99 seems to be the regular price in this store for walk-in customers. However, if you purchase online and pickup in store a different price is paid.

  Business Response

  Date: 04/14/2025

  Hi ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We understand how confusing it can be to see different prices for the same item depending on how it's purchased,and we appreciate the opportunity to clarify.
  

  At Petco, online and in-store pricing may sometimes differ due to various factors, including regional pricing, promotional offers, and operational costs. While in-store prices are set based on local market conditions, our website often features special online-only promotions or discounts that are not always reflected in stores.
  

  However, to offer our customers the best value, ********************** does offer a price matching policy. If an item is available at a lower price on **************************, our store team can match that price upon request, as long as the product is identical, in stock, and sold directly by Petco. We encourage guests to show the online price to a store associate at the time of purchase or pickup so they can apply the price match.

  In your case, since you purchased the same item online for $6.99 and also bought it in-store for $16.99, as a one-time courtesy, we've issued a $20 e-gift card to your email address to cover the price difference. Please note, moving forward, we can only match the price prior to the actual purchase.
  

  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO

  
  

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an order online on March 19 with this company. The carrier left the packages on the stairs, not under the cupboard porch and it was raining so there was ants inside the food and I called the company on March 22 and I let them know about this and I was told that someone would get back to me and I was promised a refund and Ive called several times since then and they have not rectified this issue. they also said they were going to cancel one of the products from coming. It was a dog bed because it was out of stock yet. They've still charged me for the dog bed

• Initial Complaint

  Date:04/08/2025

  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 cat was scheduled to have one vaccine 3/9/25, vaccine records provided to staff member. Two workers was in charge of vaccinating the kitten. one held him while the other one administered it. without my knowledge or consent an additional vaccine was administered. I was charged but didn't realize until I left the store. I called several times requesting a refund and was denied my refund multiple times. The excuse that I was given is there is no expiration date on his first round of shots that was administered by the previous vet which has nothing to do with their negligence. I spoke with the the technician on the day in question who apologized to for his mistake and blamed it on the store being so hectic. My animal could have sustained long term effects from being vaccinated when it wasn't due or authorized by me. I would like my money back

  Business Response

  Date: 04/15/2025

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

  We understand how upsetting this experience must have been for you, and we appreciate the opportunity to address it.
  

  Our ***** team had reviewed the case and want to provide clarity regarding the situation. Our records indicate that during your visit, a consent form was signed, and vaccinations are given at the discretion of the attending veterinarian. At the time of your visit, adequate proof of a prior ****************** was not presented, which is why the additional vaccine was given.

  We understand your frustration and rest assured that your feedback has been shared to the team.

  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO