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:03/09/2025

  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 am a disabled veteran and order dog and cat food from Petco 2 or 3 times a month for home delivery. Due to my disability i can not get to the store to purchase dog food for my military service dog. On 2/8/25 i ordered pet food for same day delivery. The order was no delivered until 2 days later. 2 cans of cat food were missing out of the delivery bag. I contacted Petco customer service. They were rude and could care less i was a disabled veteran and fought for my country and flag. Petco would not ***lace the missing 2 cans of cat food or ***lace them. The *** disconnected the call. For 5 years i was an excellent customer with many orders placed. This is no way to treat a disabled senior veteran.

  Business Response

  Date: 03/12/2025

  Hi ******* *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out to us, and we are truly sorry to hear about the challenges youve experienced with your recent order.
  

  After reviewing your account and the details of the situation, wed like to inform you that due to the multiple replacements and refunds that have already been processed under your account, the system will unfortunately not allow us to issue a replacement or refund for the missing items from this particular delivery.
  

  I apologize for any inconvenience this may cause and thank you for your patience and understanding.
  

  Sincerely,
  Petco - The Health +Wellness CO
  

  
  

  Customer Answer

  Date: 03/13/2025

  Please be advised that i am a disabled veteran and live alone with my *********** dog. I order from Petco twice a month for delivery. 2 cans of cat food were missing from my delivery. Petco will not deliver my complete order or issue a credit for missing items. I have contacted the PA office of Attorney General and the *********************** regarding Petcos discriminating business practices. Petco takes advantage of senior citizens and disabled veterans. 

  Business Response

  Date: 03/16/2025

  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.
  
  After reviewing your account, we see that multiple replacements have been issued in the past for your orders. As a result, we are currently unable to offer another replacement or refund for this order, in line with our policy.
  
  Thank you for your understanding, and again, we apologize for the inconvenience.
  
  Sincerely,
  Petco - The Health +Wellness CO
  
  
  

• Initial Complaint

  Date:03/04/2025

  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.

  So first of all this company kept telling me over a week someone will get back to me in 24 hours ??? First of all its been over a week and they stated my order got delivered when I have cameras and a police ********* neighbors are also witnesses these people keep buying time saying they escalated the refund request Im annoyed they cant even offer a replacement. Every time I call I have to wait another 24 hours so I will sue if I dont get my refund

  Customer Answer

  Date: 03/04/2025

  Keyrin ****

  Email :*****************************

  Order number #***************

  Business Response

  Date: 05/02/2025

  Hi Keyrin D,
  
  This communication is in response to your Better Business Bureau case.
  
  Thank you for reaching out and bringing your concerns to our attention. We appreciate the opportunity to look into this matter for you.
  

  After thoroughly reviewing your order and the associated shipment details, we found that the address entered at the time of purchase was: ********************************
  According to the tracking information (Tracking #************ & ************), both packages in your 2-piece shipment were successfully delivered to this address on February 26, 2025 and ***** was able to provide a proof of delivery. Unfortunately,because the shipment was delivered to the address that was entered during checkout, were unable to submit a trace request or issue a refund for this order.
  

  We truly regret any inconvenience this may have caused.
  

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

  
  

• Initial Complaint

  Date:03/03/2025

  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.

  After spending $120 for an expedited shipping on an aquarium stand that was quoted to reach me by a certain date and exceeding that date. I was moving house and needed the item expeditiously. I received an email from Petco customer care stating they would rectify the issue by offering a refund. 3 days later I received another email stating that the item was still on its way and a refund was not coming. During the course of those 3 days I purchased another item because I thought I was going to receive a refund for the item. The delivery had stagnated for a few days with no movement. The delivery company said they had delivered the item, but when I went to my old address an hour after it was pegged as being delivered, the item was no where to be found.

  Business Response

  Date: 03/06/2025

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

  I sincerely apologize for the frustration and inconvenience youve experienced with your recent order. I want to inform you that the product was successfully returned and delivered back to the ***** facility to be returned to the vendor. Im happy to let you know that a refund of $704.68 has been issued for your purchase. Please allow 5-10 business days for the refund to be fully processed and reflected in your account.
  

  Again, I apologize for the inconvenience, and thank you for your understanding.

  Thank you for your patience and understanding.

  
  Sincerely,
  Petco - The Health + Wellness

  
  

• Initial Complaint

  Date:03/02/2025

  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.

  This has been going on since October last year. I went online to order petco dog food. When I got to check out the order would not go through. Tried ******, different credit cards nothing would go through. Called petco many times and got run around. Finally asked to talk to corporate office and manager supervisor. Was told fraud department has flagged my account for fraud. They said my address had nine different accounts. I asked what should I do I didn't do this I can't stop scammers from using my address. I told them every time I go into my account someone changed my email address. I asked if the account can be closed and start a new one. They said no and that I could only buy now at the store. I told them I am a senior on a fixed income and I need the online deals because it's a lot cheaper. They told me nothing could be done. So I said ok you won't get my business anymore. So I started buying my dog food on **** which is sometimes $15.00 cheaper per bag. Everything was fine until this February. Everytime I buy dog food it gets refunded because of my address. It happened on Feb. ***********. So I called corporate office at petco again and told them to unblock my address because now I can't even buy dog food from **** at a better cheaper price. They said they don't have anything to do with **** and I told them apparently you do because these sellers have some kind of affiliation with you and ship through you. Again petco refused to open up my address. Now when I order from **** I let the seller know that this is happening. Here is response I got from dog food I bought on **** 2/26 from seller who I have bought from before:I'm very sorry, buyer. We are actually also the agent of Petco. We order through the manufacturer, so there will be discounts, but actually we can only ship from Petco. According to your description, we should not be able to ship to you. I hope you can cancel the order. Thank you!Petco needs to unblock address

  Business Response

  Date: 03/05/2025

  Hi ******* *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out to us and providing detailed information about your ongoing experience. We truly understand the frustration this has caused, and I want to assure you that we have thoroughly reviewed the situation with our team.
  

  It appears that your information may have been compromised, which is why we are currently unable to accept online orders from your account. Unfortunately, we are unable to lift the blocks on your account at this time, as our team has determined that the blocks are necessary to protect your account from potential fraud. We understand this is frustrating, especially when trying to access online discounts, and we apologize for the inconvenience. While we are unable to process orders online at the moment, you are still welcome to make purchases in-store.

  Regarding ***** please note that Petco and **** are separate entities, and we do not influence or have control over the acceptance of orders from third-party sellers. I understand this complicates your situation, but unfortunately, we are unable to assist with order issues outside of Petco.
  

  We appreciate your understanding as we work to ensure the security of your account.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  
  

• Initial Complaint

  Date:03/02/2025

  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.

  Employee here suggested that I sign up for Vital Premier, and that I could just cancel immediately. This was untrue- Vital Premier cannot be cancelled for a full year. I am now locked in to a year of $25 a month that I do not want and did not need. The dishonesty on the part of the employee is totally unacceptable.

  Business Response

  Date: 03/05/2025

  Hi ****** *********,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out and sharing your concerns. I sincerely apologize for the confusion and frustration youve experienced regarding the Vital Premier plan. We expect our guests to fully understand what they're signing up for when they enroll in the membership, given that there is an annual commitment, and it is certainly not our intention to mislead our customers.
  

  I want to assure you that your Vital Premier plan has been successfully canceled, and you will no longer be charged for the monthly fee moving forward. A separate confirmation email was also sent. I completely understand how upsetting this situation has been, and I apologize for any inconvenience it has caused.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco -The Health + Wellness CO

  
  

• Initial Complaint

  Date:03/01/2025

  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 feline canned food on 3/1. The brand of food, Wellness, had a labeled promotion on the shelf on day of purchase of buy any size 10 cans get 2 cans free. Upon arriving home and reviewing the receipt, the promotion was not applied. Unfortunately, this does happen often. Whenever I have notified the store, I have been told I have to go back to the store to have them refund my credit card. This is inconvenient. Asking for assistance in crediting me the amount due for the 2 free cans and virtually (without me having to go back to the store) given that this was not done correctly by the company.

  Business Response

  Date: 03/05/2025

   Hi ******* ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for bringing this issue to our attention. I sincerely apologize for the inconvenience youve experienced with the promotion not being applied to your recent purchase of Wellness canned food. I understand how frustrating this must be, especially when you've had to deal with this situation multiple times.
  
  To resolve this, we have issued a $10 e-gift card to the email address associated with your ********** rewards account. This should cover the value of the two free cans that were not applied during your purchase.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:02/28/2025

  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 trying all week to order ***** fresh chicken 1 lb pack, qty 2, for repeat delivery. Was told by the store the shipment comes in on Wednesday and can order then. Tried on Wednesday and couldn't. Called the store again and was told the website would be updated by Friday. It is Friday. It is showing out of stock. Confirmed with the store that it is IN STOCK with plenty. Store said they cannot update the website, only corp can do that. So I contacted corp from chat, only to be told they can't update the website. So everyone is passing the **** and saying they can't fix. Well someone at petco should be able to fix the website issue. But no one seems to care what impact this has on customers. Chat rep ****** was abusive and dismissive. So much for trying to save a little money and get ***** direct from petco instead of getting it shipped from *****. Guess I'll stick with direct from ***** since petco doesn't care and would rather be abusive.

  Business Response

  Date: 03/05/2025

  Hi ******* *******,
  
  This communication is in response to your Better Business Bureau case #  23003888.
  
  Thank you for reaching out and bringing this issue to our attention. Im truly sorry for the frustration youve experienced while trying to place your order for the ***** Fresh Chicken 1 lb pack. I understand that this situation has been confusing, and I apologize for the lack of resolution youve received so far.
  
  Ive escalated this matter to the appropriate team, and our digital fulfillment team is already checking on this issue. We will make sure the website is updated to accurately reflect stock availability to prevent similar issues in the future.
  
  Again, I apologize for the inconvenience this has caused, and I appreciate your patience as we work to correct this.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO
  

  Customer Answer

  Date: 03/05/2025

  
  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:02/27/2025

  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.

  Ok so February 9 I purchased 15 **** tretra 2 frogs and a black snail February 16th I nothing that my **** prior to purchasing these **** started to get a white substance on them that following day 2 of my sword**** and my angel **** died ,, I called at this location started tell them about my complaint asking them by any chance are there **** sick I was told no but even if they were my **** wouldve died that fast.. So that Tuesday I decided to go to the location and talk to a manager but I end up talking to the man that told me on the phone even if the **** were sick they wouldnt have died that fast ,,,, so as I started to look at the **** I looked and seen3 tanks that said quarantine so I then ask him how long have they been quarantining for he said the last past 3 to 4 weeks ,,,remind you thats the tank I purchased the **** from so I then told him that where I got the **** from , I was then told well if I would have brought the dead contaminated **** to the store I would have gotten a refund,,,, so I went home to try to clean tank and save my **** but it was to late February ***** ,, all of my **** died I couldnt save them I saved 14 **** and 1 frog and that was from 46 **** 3 algae eaters 4 frogs and a plantic **** . I then spoke to a manager at that location that day by the name of **** he was very helpful and transferred me to the general manager I didnt get his name but he was rude , I told him that the **** that I purchased from the store killed my **** and when I purchased them there were no signs he said I was a liar I told him I had a video, he told me he will no longer service me get a lawyer or call corporate I called corporate and submit my proof with pictures and videos they act as if they were going to help me on the 21st I was told they would contact me in 48 hrs , I called them on the 24th I then was told they canceled my claim because general manager said i didnt want refund, not true , there is more plz help me

  Business Response

  Date: 03/05/2025

  Hi ***** ***,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out to us and sharing your concerns regarding your recent fish purchase and the difficulties youve experienced. I sincerely apologize for the frustration and inconvenience this situation has caused you.  This report has been forwarded to the store leadership and the general manager confirmed that they can issue a full refund for the fish you purchased. Please bring the necessary documentation (such as your receipt or any proof of purchase) to the store, and they will process the refund for you promptly.
  
  Once again, I apologize for the way your concern was initially handled and thank you for your patience while we worked through this. If you need further assistance or have any additional concerns, please feel free to contact us and provide reference number 10819380.
  
  Thank you for your understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO
  

• Initial Complaint

  Date:02/26/2025

  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 brought my 10 1/2 year old puggle to get groomed at Petco in ************ on 2/15/25. I pay for the VIP service for which their policy makes me bring him as the first appointment of the day for whatever groomer is available. Working 12 1/2 hour shifts, my availability is limited and this policy prevents me from making appointments with specific groomers if they are not on the specific day I need. On this day, Kasenya was the groomer who was supposed to take care of my fur baby. He had NEVER seen this groomer before and is a monthly client for the last year and a half since moving into the area. He is well known at that groomer and sometimes even goes every 2 weeks for his nails to be trimmed/buffed. He is difficult with his nails and I frequently ask that TWO EXPERIENCED groomers be present to assist. Prior to making the appointment as well as arrival, this information is relayed directly to the groomer. He usually sees ********* or **** who do a wonderful job with him. After only 34 minutes, Kasenya called to let me know she was done. Upon pickup my dog was wet still and I noticed his nails were not done. When asked, she told me she couldnt get some. Then she told me she actually couldnt do them at all because he was aggressive. She suggested I bring him back another day. Since it was busy I called to bring him back to complete the service. After leaving two voicemails on two separate days, I finally spoke to someone on the third phone call. The girl told me he was BANNED from all Petco groomers nationwide. After escalating to ***** the manager she said she same thing as there was video of my aggressive dog. My dog is not aggressive and I have been trying to obtain this video footage myself for the last two weeks. I dont appreciate these allegations or their failure to provide the video asked of them. I think their response is absurd and withholding the footage makes me suspicious of this particular employee as perhaps she did something to trigger this.

  Business Response

  Date: 02/28/2025

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

  Thank you for your patience and for sharing your concerns with us. We sincerely apologize for the frustration and confusion surrounding your recent experience with our grooming service. We understand how important ************ is to you, and we appreciate the opportunity to clarify the situation.
  

  We have escalated this to our store leadership, and we received clarification from the General Manager regarding the appointment. They informed us that Rascal was referred out because there were multiple attempts to bite the groomers, which made it unsafe to continue without using a muzzle. Additionally, she mentioned that Rascals prior injuries to his back and legs were also a factor in the decision, as grooming could have caused further discomfort or harm. At no time was it suggested that Rascal was vicious, and the safety of your pet and our groomers is always our top priority.
  

  While we understand this situation is upsetting, the General Manager did offer a refund for the service, but we understand you opted to contact your credit card company. Please know that your feedback has been taken seriously, and we are always here to help in any way we can.

  Were truly sorry for any inconvenience this may have caused and appreciate your understanding.

  
  Sincerely,
  Petco - The Health +Wellness CO
  

  
  

  Customer Answer

  Date: 03/07/2025

  Again, when I picked my dog up at grooming there was no mention of the service not being completed until I questioned the groomer about his nails. She then LIED to me and told me she could only do some. When I told her it looked like NO NAILS were cut, she then told me she was unable to complete the service. My dog has gotten groomed there for over a year and a half now. I inform the grooming department that his injuries were 3+ years ago and fully scarred over. I just ask they are careful because like any aging animal they have arthritis. He is about to be 11 years old. No other groomer has ever lied to me about completing a service or given me such issues like this particular groomer has.I want my money refunded and I told the manager ****** I would call my card company because if I went down there I was going to explode. My dog goes MONTHLY to their vet as well for **** gland expressions so he is very well taken care of and does not have an issue with his temperament ( feel free to contact the vet department to verify this information and validity). The manager called him vicious and aggressive and stated she had a video to prove it for which she told me to contact the Petco law department in order to obtain. I have and have not heard anything back. She did in fact say these words to me and for that reason I want this video because to illicit that response, theres a good chance that groomer hurt my dog. I do not appreciate Petco calling my dog such names and I do not appreciate their recommendation for medication. Again, my dog goes to their vet monthly and he is very well known there for almost two year now. He is not vicious, he is not aggressive and he does not need medication when he is a geriatric chill 32lb puggle. Their groomer was not only unprofessional to lie to me about the service, but perhaps she is not equips to handle grooming at all. If she cant handle a calm 32lb puggle, I am not sure how she completes any other service. I want my money refunded and I want the video. My situation is not resolved, but believe me when I say I would never return to them again for grooming after this experience. Ive found a fabulous groomer who cut his nails for me 2 days later without issue and while I HELD HIM. If he allows that, then that groomer did something wrong. What is the next step to obtaining such video besides seeking legal consult from an attorney?
  
  Thanks,
  

  
  

  ******

  Business Response

  Date: 03/11/2025

  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 concerns to our District Manager for further review. She mentioned that,unfortunately, a dogs behavior at the groomers can sometimes change over time.
  
  We understand how frustrating this can be, and as an alternative, they would like to offer a free nail trim at ***************** performed by a veterinarian, if you would be willing to accept this option.

  We truly appreciate your understanding of the safety measures we must follow, and if you have any further questions or would like to take advantage of this offer, please dont hesitate to reach out by sending us an email with your response and refer to Case ID ********.

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

  
  

• Initial Complaint

  Date:02/26/2025

  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.

  You guys sent me a $20 off $50 code that doesn't work PETCO-WB2050-NMGY6G3 Says invalid when I try, your employee on chat applied $20 rewards then it disappeared when I tried using it to place an oder, and you guys charged my ****** for full price when I didn't even complete the order.

  Business Response

  Date: 02/28/2025

  Hi **** ********,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for bringing this to our attention.We sincerely apologize for the inconvenience youve experienced with the promotion and the charges on your ****** account.
  To resolve the issue, weve sent you a $20 eGift Card (EGC) via email as a replacement for the promotion not working. You should receive it shortly.
  Regarding the ****** charge, since your order was not completed, any charges will automatically fall off within 2-3 business days. You should not see any further action required on your end.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO
  

  Customer Answer

  Date: 03/01/2025

  
  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,
  
  **** ********