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

  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:05/04/2023

  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.

  We purchased a package for a series of classes at Petco for Puppy training. We signed up for a class starting on 4/18/23 at 5:30pm. We got confirmation on 4/11 that we signed up, a reminder on 4/17, and another reminder on the morning of 4/18 which is the training date. A few minutes before training, we were told that the class was being rescheduled and pushed back. This created a few problems as the end date of the class would have been extended. We could not do the new schedule but they told us since we paid we didn't have an option. We then rearranged our schedules and lost out on money to reschedule our trip and personal events. Next week, now the first week of class, we received a text message confirming our class time. When we arrived at the store WITH OUR YOUNG PUPPY, the trainer said she was not able to teach the classes. She did offer to "randomly call us for classes" whenever it fit her schedule. She was completely rude and did not show any preparation, professionalism, or care for ** or for our puppy. Her name is ***** - at Petco On *************** (zip code *****). Again, because of this, I had to reschedule my spin class and lost another $35.I called Petco to report this unprofessional behavior but no one has called us back. It took me way too long to get my refund. The biggest issue here is the TOTAL disrespect for our baby puppy who had to go through stress to get to class. The class area was not prepared and not disinfected per their protocols for puppy classes. She put our dog's life in danger. This is not acceptable at all.

  Business Response

  Date: 05/10/2023

  Dear ***************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry to hear about your experience.
  
  A copy of your complaint was shared with our upper management to ensure that this will be addressed accordingly. We have received a confirmation that the investigation is ongoing and they are reviewing your concern. As soon as we have more information, we will contact you. Again, we sincerely apologize for any issues this may have caused however, please continue to stand by as we are coordinating with the proper department to resolve.
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

  Customer Answer

  Date: 05/10/2023

  this was not a response. 
  this was simply an acknowledgment of the complaint. 
  I am still waiting their response. 
  

  Business Response

  Date: 05/15/2023

  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 received a confirmation from the District General Manager that a full refund was processed. In regards to our Dog Trainer being rude, they have apologized for what you have experienced. In fact, she has moved on from Petco and she will no longer be an impact to the *************** or guests. They did also explain the sanitation procedures that in between classes is how they prepare the ring for their guests and again, apologized for any issues you may have regarding cleanliness. We hope we have addressed your concern at your satisfaction. If we can be of any further assistance, please feel free to call Petco.com Customer Relations directly at **************.   
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****
  

• Initial Complaint

  Date:05/04/2023

  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.

  05/04/2023 I brought my dog in for a visit to the vet for him to be seen. I was on time for this appointment and they would not complete the job that was supposed to be done. They said because they already had so many booked sick appointments and couldnt fit me. Every time I call to come in theres a problem. The receptionist the heavy set lady is very rude to me and the nurse is as well. Our first interaction didnt go so well and from then I dont think shes liked me. They suggested me leaving him and coming back at 2:30pm and leaving my pup. I said I would rather just bring him back to which the nurse said no which I dont understand why I couldnt just bring him back for what they had to do instead of just leaving him. This is not ok I pay for a service that I dont really get the full benefits for. I dont see how it would make a difference what the appointment was booked for because it was the only appointment at that time and I had the option still to book as a sick appointment. The nurse thats in there just has a real problem with me and I think it has a lot to do with me being black. I asked the receptionist can I speak to the supervisor she said she was in the OR and she can leave her a message. I asked can I have a number to contact her which she refused to give.

  Business Response

  Date: 05/09/2023

  Dear ***********************************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry to hear about your experience.
  
  A copy of your complaint was shared with our upper management to ensure that this will be addressed accordingly. We have received a confirmation that the investigation is ongoing and they are reviewing your concern. As soon as we have more information, we will contact you. Again, we sincerely apologize for any issues this may have caused however, please continue to stand by as we are coordinating with the proper department to resolve.
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

  Customer Answer

  Date: 05/10/2023

  Hello,

  I dont know which to pick. Im only picking I dont agree because I dont want the case to close. Also I feel like you guys need to know I had to go to a whole different vet where the cost is more for the visit as well as the care plan. Which I had no choice but to get for my dog to be seen and it not cost me an arm and a leg. Also the vet didnt suggest everything vetco did and now I definitely feel weird about the whole situation. 

  Business Response

  Date: 05/16/2023

  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.
  
  Your concern is currently being reviewed by the appropriate team. They would like to confirm which VTC location your pet was seen at. Please advise.
  
  Your patience and understanding are highly appreciated. Again, we sincerely apologize for any inconvenience.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****
  

• Initial Complaint

  Date:04/27/2023

  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.

  I have 4 x $20 Petco Gift Cards that I am trying to use at Check out for a new repeat delivery item.There is no place on the Petco gift cards in my possession that says I cannot use to gift cards to pay for a repeat delivery item. I have a valid credit card on file on my Petco account to pay for all future repeat deliveries.However when I try to use my Petco gift cards to pay for the repeat delivery, I am unable to do so. I can enter two x $20 gift cards, but it will not let me apply the third $20 Petco gift card to complete the purchase (See attached).I have asked Petco on the phone and in a chat why I am unable to use my Petco gift cards to pay for a repeat delivery items and they keep referencing the Petco repeat delivery "exclusions" terms. However, the Petco repeat delivery T&C's only say I cannot BUY Petco Gift cards with the repeat delivery feature. It does not say that I cannot use Petco Gift cards to PAY for repeat delivery. There is nowhere in the entire buying process that says I cannot use Valid Petco Gift Cards with valid balances to buy a new repeat delivery item.Unless Petco can provide me the specific language on its website that says repeat deliveries cannot be paid for using gift cards, you are in violation of the law.The Petco gift cards are to be "treated as cash" as per the back of the Petco gift cards I have in my hands. If I buy a Petco gift card and Petco refuses it as legal tender for any purchase in store or on website without such an exclusion being stated before I purchase the gift card, then the law has been broken.I have included screen shotsof Petco's "Repeat Delivery Exclusions". I have also included a screen shotof the check out cart where I was not able to pay for my cat litter repeat deliver purchase with the legal tender of three $20 Petco gift cards tocover the cost of the purchase.

  Business Response

  Date: 05/02/2023

  Dear *******************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your Petco gift cards. We are sorry to hear about your experience.
  
  We have reviewed our records and confirmed that one of our Corporate Supervisors had spoken with you regarding the issue. He processed a full refund to your recent order and sent you an email advising which card has still a balance. He also raised a ticket with our IT Team to check as to why the system is not accepting all of the gift cards. Should you have additional concerns, please respond to the email that he sent you.    
  
  We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ***

• Initial Complaint

  Date:04/27/2023

  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 had took my cat to the vetco clinic on Bandera in ***********. I had booked an examination appointment. On the vetco website it says that that encompasses the pet being checked head to tail, which is what I had wanted. I had taken him to a vetxo clinic before and he has already been in the system. On his file it informs he has an aggression and he was prescribed medicine for it before by the vetco vet he had previously seen. At the appointment due to his aggression they were unable to check him at all, I dont believe they even took down his weight. And they asked if I could bring him back at a later time after he had took medication he had already once before gotten prescribed to by the other vet. I had asked for a refund because they had never examined him and they conceded that they never examined him and they refused to give me one. I dont understand why they would want me to pay for the same service again that they didnt perform the first time. I had spoke with them on the phone and they began trying to dismiss me and not find a resolution. I asked for it to be put in the doctors note that they did not check him at all and I had asked for the doctors notes to be sent to me which never occurred. I can understand the charge for the medicine which I dont feel comfortable even given my cat because his weight was never checked (which is highly unethical to do if they dont know the weight of the animal), but that should just be a prescription refill charge. I shouldnt be charged for a service that was never performed.

  Business Response

  Date: 04/27/2023

  This complaint is not related to Vetco Mobile Clinics and should be directed to Vetco Total Care. BBB please re-direct to VTC.

  Business Response

  Date: 05/09/2023

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry to hear about your experience.
  
  A copy of your complaint was shared with our upper management to ensure that this will be addressed accordingly. We have received a confirmation that the investigation is ongoing and they are reviewing your concern. As soon as we have more information, we will contact you. Again, we sincerely apologize for any issues this may have caused however, please continue to stand by as we are coordinating with the proper department to resolve.
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

• Initial Complaint

  Date:04/26/2023

  Type:Customer Service 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.

  First off, I am so tired of calling these so called customer service people @ major companies only to be connected to someone overseas with thick accents and the inability to provide me with actual customer service!I have been a long time ********************** recurring delivery customer. Due to fraudulent charges made on my credit card ( not Petco), I now have to keep a lock on all my credit cards (unlocking to make a purchase & lock it after). According to my credit card company, Petco needs to put my orders under Recurring Charges, for my repeat delivery so my bank can pay for my recurring orders/charges while my credit card remains locked. Petco customer service refuse to input/correct this information to my billing/banking/payment account (as each recurring delivery is generated as a new purchase each time) ! I have spent several hours speaking to their customer service to no avail.

  Business Response

  Date: 05/02/2023

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with our online payment system. We are sorry to hear about your experience.
  
  Unfortunately, our payment system is unable to be set to recurring payment in the background, even on a repeat orders. The payment goes into processing around the date of the order,and will auth and then hold and sometimes will release the hold then hard charge when shipped. At this point, we recommend to use a different method of payment since the card used for the Repeat Delivery has to be locked and unlocked or you may want to just place a new order when you unlock your card for individual purchase rather than using the ************************
  
  We do apologize for any inconvenienced this may have caused. Please let us know if we can be of any further assistance.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ***

• Initial Complaint

  Date:04/25/2023

  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.

  I signed up for a packaged deal of 3 puppy training courses from Petco in June 2022. I completed that first course within the first two months. I was told that they would contact me to setup the next training course but they never did. Eventually, time passed and we realized there would be no contact and our dog is no longer a puppy in need of the remaining courses. We reached out to Petco to hopefully have the difference refunded or reimbursed as store credit. They denied this request without explanation as to why.

  Business Response

  Date: 05/01/2023

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry to hear about your experience.
  
  We have escalated your concern to the upper management of the store and unfortunately due to the length of time that has passed, your refund request has been denied. They have coordinated with the partner who was doing the training and confirmed you were offered the second set of classes which you never attended. The class was same day and time as the previous class. The trainer had to move the other client from the second class so they would continue group classes as you and **** never attended the second set of lessons for Puppy 2. They also added that there has been a trainer at this location the entire year and they could have made up the last classes at any time.
  
  We know its frustrating on your end and we never intend to bring inconvenience to any of our customers. We want you to know that we appreciate your business and while we wish that we could further assist you with this issue, our position still stands since we have rules/policy that we need to enforce.Please accept our sincerest apology in this regard. 
  
  Thank you for your time.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc
  

  Customer Answer

  Date: 05/02/2023

  Hi Petco,

  In response to the following:

  > We have escalated your concern to the upper management of the store and unfortunately due to the length of time that has passed, your refund request has been denied. They have coordinated with the partner who was doing the training and confirmed you were offered the second set of classes which you never attended. The class was same day and time as the previous class. The trainer had to move the other client from the second class so they would continue group classes as you and **** never attended the second set of lessons for Puppy 2. They also added that there has been a trainer at this location the entire year and they could have made up the last classes at any time.

  This never happened. I was never offered the second set of classes. This is the fundamental problem I am having. There are no record of this ever being communicated to me. They told me they didn't know when the next set of classes would be and they would reach out to me once these are available. Because no one ever reached out to me via phone, email, or any other means, I could not possibly attend these classes that you are supposing I was signed up for. I have no record of this communication ever happening and it's even more infuriating that you are now lying to me about something which I know is not true. I never signed up for a second class because I was never offered a second class.

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

   

   

  Business Response

  Date: 05/03/2023

  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 received a confirmation from the District General Manager that he reached out on Monday, but had to leave a message. As one time courtesy, he approved processing a refund for the last half of the training which you were not able to complete. The refund may ************** 2-3 business days depending on your Bank Terms and Conditions.
  
  Please be assured that Petco is committed to customer service. We highly appreciate your feedback as it will assist ** in becoming better at what we do. It is our goal to retain you as a satisfied customer.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****
  

  Customer Answer

  Date: 05/10/2023

  
  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:04/25/2023

  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.

  This transaction occurred approximately 8 months before the pandemic. I paid $150 for dog training classes. I was unable to attend classes because I had 2 surgeries. I kept the store apprised of the situation. Then the pandemic occurred, there were no classes. By then I purchased dog training collars and trained the dog myself. After that I returned to the store countless times asking for some alternative compensation. All I kept being told was the manager had surgery. But no response ever came. In the last 6 months I have called corporate, still no response from the Batavia store. They told corporate they would call. I live on a fixed income. I **** have a receipt. But the store offered new classes before I told them I trained the dog myself.

  Business Response

  Date: 05/01/2023

  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry to hear about your experience.
  
  A copy of your complaint was shared with our upper management to ensure that this will be addressed accordingly. We have received a confirmation that the investigation is ongoing and they are reviewing your concern. As soon as we have more information, we will contact you. Again, we sincerely apologize for any issues this may have caused however, please continue to stand by as we are coordinating with the proper department to resolve.
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

• Initial Complaint

  Date:04/20/2023

  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 have just been charged ****** from Petco in three separate payments for an order Petco refuses to send. Several months ago I tried doing a prescription order for cat food on a auto ship basis with Petco. Petco asked for a copy of my prescription from my vet, which I sent. However Petco told me I would have to have my vet call them for approval. This was out of the question for me since my vet is very busy and every other company I have ordered from has honored the script my vet wrote which was to cover the lifetime of my cat. I gave up on Petco since they refused my order. The other day I got a email from Petco that my order was preparing to ship, but then I got another email asking me to send vet authorization before they could ship. I didnt respond because I had already been through this with them however I noticed today three charges amounting to $******. (April 17 - ******, and ****** and April 18 *****) I should never have been charged for an order I was not authorized to receive. They have not sent anything and to charge a customer arbitrarily like this could cause someone to default on other payments.

  Business Response

  Date: 04/26/2023

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your RX orders. We are truly sorry for the inconvenience you have experienced.
  
  We understand the urgency of getting the prescription food that you requested. However, VetSouce does not accept permanent refills, scripts are only good for one year from the date of issue.Your profile is showing in the my prescriptions tab that all these orders are waiting for an authorization. Per policy, an updated script from **************************** for Hills Diet c/d multicare  and c/d multicare stress would need to be uploaded or the clinic call in a verbal approval for these orders to process.
  
  In addition, your account has not been charged for these orders. What you are seeing on your payment method is a pending authorization that was obtained when the order was created. Petco.com does not charge for any order until it has been shipped from our warehouse. If you have any further concerns, please do not hesitate to contact ** again by email or phone toll-free at **************. We will be more than happy to assist you.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  

  Customer Answer

  Date: 04/27/2023

  this is false, the charges to my account have already deducted. I received three cat litters only, which should have been cancelled when you refused to ship the rest of the order.

  the charges deducted from my account:

  April 17. $286.94, 102.70

  April 18 $ 56.38

  April 21 $ 42.26

  total: $488.28 

  I want the entire amount refunded, you can issue a call tag to pick up the cat litter.

  this is fraud!!

   

   

  Business Response

  Date: 05/02/2023

  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 cancelled your pending orders per your request and funds have been revered.  We value every interaction with our customers and we appreciate when a customer takes the time to provide ** with feedback regarding their experience. Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****
  

  Customer Answer

  Date: 05/11/2023

  I see you have returned my money after a week except that you didnt refund the amount for the three litter you sent. You should refund the ***** for the trouble I had to go through to get my money back.

• Initial Complaint

  Date:04/20/2023

  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 ordered about $300 worth on things on petco's website. They ended up sending it to the wrong address, but because it was deemed "delivered", they would not help me. I reached out 7 times over the past 2 months, promised supervisors would call me, promised any sort of follow **** nothing. I have been a customer for such a long time, so disappointed. Now, I am going to have to open a case with my bank, when this is something petco should have taken care of!!! Lost a customer. order id: *************** one of my million of references: ********

  Business Response

  Date: 04/27/2023

  
  Dear *********************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry to hear about your experience.
  
  A copy of your complaint was shared with our upper management to ensure that this will be addressed accordingly. We have received a confirmation that the investigation is ongoing and they are reviewing your concern. As soon as we have more information, we will contact you. Again, we sincerely apologize for any issues this may have caused however, please continue to stand by as we are coordinating with the proper department to resolve.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc
  

  Customer Answer

  Date: 04/27/2023

  STILL no follow **** call backs, NOTHING.

  Business Response

  Date: 05/02/2023

  *********************,
  
  This communication is in response to your Better Business Bureau case # ********. We are truly sorry about the outcome of this difficult issue.
  
  Our records show you have orders that have been previously refunded due to the same reason that you have not received them although carriers confirmed successful delivery. Please see attached. Thus, we are unable to refund your most recent order. Moreover,our system could no longer issue another refund due to multiple refunds that have already been provided on each of your previous orders. And while we wish that we could further assist you, we have already made an exception by providing refunds in the past and would not be able to provide anything additional.
  
  ****************
  Corporate Office ********************************************* ***

  Customer Answer

  Date: 05/10/2023

  you guys promised over the phone that this was refunded, so i do not accept this and have been lied to by two different colleagues 

• Initial Complaint

  Date:04/20/2023

  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 can barely type. My experience with Vetco Clinics were amazing up until this point. I usually go to ******** but the surgeon was leaving on vacation so I chose to go to Lakewood based on reviews. My dog had a mass growing on her mammary glands. I took her to Lakewood to get a price quote for her surgery. It was comparable to ******** so I scheduled it. I dropped her off at 8:00am. She was very anxious as she always is when she is at the vet. I received a call from the doctor at 230 stating the surgery went well and that she was good other than being anxious as she was when she was dropped off. When I picked her up at 4:30, she could barely breath. The techs told me it was due to the tube placed down her throat and it was normal. My husband and I were worried but took their word for what is was. On the way home, her breathing got worse. We drove straight to ******** because we literally thought she was dying. They advised us this was nowhere near normal and to take her to ER. They advised us that Vetco is not an overnight vet which explains why they threw us out without offering more care or observation. We then went to the nearest ER and they grabbed her out of our arms and rushed her to the back. Her throat was so inflamed, the doctor said it was like her breathing out of a straw. They sedated her and had her on oxygen. She was in critical care. She is now home thank God and so thankful we followed our gut instinct that this was NOT normal. $3800 later, and my dog is home and recovering. Please know that VETCO is NOT a 24 hour service and if something happens to your pet in their care, they close their doors when they close their doors. They got their money and pretty much left it in our hands. She has to have stitches removed but I think her aftercare will be with another vet. I will never step foot back in this vet again.Date of service 4/19/2023

  Business Response

  Date: 04/26/2023

  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry to hear about your experience.
  
  A copy of your complaint was shared with our upper management to ensure that this will be addressed accordingly. We have received a confirmation that the investigation is ongoing and they are reviewing your concern. As soon as we have more information, we will contact you. Again, we sincerely apologize for any issues this may have caused however, please continue to stand by as we are coordinating with the proper department to resolve.
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***