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:04/02/2023

  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 use whole hearted grain free, chicken flavored can cast food as I found it to be one of the best quality products for the money for my cats. I have it set to auto deliver, and Ive been using Petco for close to year now. Every few orders my auto delivery does not show up on time and I find out theres been a delay which can range from a week to sometimes more than a month in delay. When feeding animals, and basing it off of an auto delivery system, theyre camping weeks where theres just no food. Cold hearted is a brand owned by Petco so I dont understand after having this happen probably close to 10 times now still havent figured out their distribution. I am unable to get it with my auto delivery and it is also not available in the stores, so the product selling out, I dont understand how they still havent figured out how to opt the production to keep up with the demand . Its a very expensive and inconvenient issue that Im reassured. Every time will be fixed and wont happen again, but it always does when I talk to customer service. I really just wish there was a way this would be fixed because I dont want to have to go through the process of trying out a bunch of other brands again, but it seems the delivery is too inconsistent to count on

  Business Response

  Date: 04/09/2023

  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.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ***
  

  Customer Answer

  Date: 05/02/2023

  Hello,

  
  

  Their response was:

  We have been notified that the delay of your Repeat Delivery was due to stock issues. Please be advised that we do everything possible to ensure that the products we offer are in-stock and ready to ship; however, sometimes demand outpaces supply and we fall short. Our website *** not also reflect stock updates in real-time and this is something we are still working on improving.

  
  My response was:

  
  

  This is the same copy and paste, cookie cutter reply that Ive gotten every single time from petco when every other month for a year. Ive only been buying this food for the past year and a half and Im sure its been around a lot longer than that. I dont understand how a large corporate business is not able to keep their own brand and stock and have multi-week periods of being out of stock, especially when its the only can with simple ingredients. Whole hearted, canned food has kitten and adults, at least a good seven or eight different flavors, some for weight, watching some for indoor cats I think theres even some that has green and some that doesnt. The only one that consistently will be completely off the shelves and completely off-line are the one that I want and I dont understand how it hasnt been figured out yet after happening every other month. I always get the same response. That distribution is being figured out and its just never gets better, its always unreliable. How has not been figured out that there needs to be more stock of this product so that animals do not suffer when they have to keep going back and forth between different foods. 

  
  

  
  

  I am unhappy with their response because Ive gotten it so many times before and Im still dealing with the same issue, nothing has changed or improved whatsoever and Ive been given no actual reasoning to believe theres any plan in place to fix the distribution issue. Or that they even know why it keeps happening. They dont seem to care or feel its worth the effort addressing. Maybe its not a profitable item for them, not sure. 

  
  

  Thank you,

  **********;

  Business Response

  Date: 05/08/2023

  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 are working with our Merchandise Managers to investigate and find out the root cause of this supply issue. Please take note of case # ******** for reference. Well be sending update through email. Your patience and understanding are highly appreciated. Again, we sincerely apologize for any inconvenience.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****

• Initial Complaint

  Date:04/02/2023

  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.

  My sister told me this today: PetCo- *********************************************** went into this store for a puppy training class yesterday and experienced noise above her. The employees told her it was rats moving around in the ceiling and walls.They said she had nothing to worry about cause they only came out at night.The noise was so loud ... she asked why they are still open and working?They replied the store has an exterminator working on trapping them at night.This store is in a strip mall with 2 food businesses and if PetCo had rats then the whole strip mall must have rats.We wanted to bring this to your attention and have you check it out because we don't think it was healthy for the employees to be working under those conditions. Please take actions.Many ************ *****

  Business Response

  Date: 04/04/2023

  Dear *********************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with our *************** at ************* We are sorry to hear about your sisters recent experience.
  
  Your complaint was shared with the appropriate department to ensure that this will be addressed accordingly. ****, the General Manager of the *** confirmed that he has contacted you regarding this issue. They are closely working with home office and DGM for resolution.
  
  Please know that we care about our customers and what they think of us. By letting us know when we fall short of your expectations, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future. If we can be of any further assistance, please feel free to reply to this communication or call Petco.com Customer Relations directly at **************.
  
  Thanks for your time.
  
  Sincerely,
  Corporate Customer Relations
  **********************, ****

• Initial Complaint

  Date:04/01/2023

  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.

  On March 22, 2023 I paced an order for $110.29 order number ***************. The order included M-Pets Voyager 1- Door Folding dog Crate. 48 in L x 30 " W x 33" H. This order was out of stock and did not ship not my address. I called Petco and placed another other for a similar item and was charged seperately. I was informed that I would be refunded $96.05 for the crate that was no longer in stock and this order wil be canceled. It has been 7 days and I still have not recieved my refund. After calling Petco numerous times to attempt to get my funds released for this merchant I was told that I had to wait unitl monday. This is unacceptable. I just want my $96.05 back.

  Business Response

  Date: 04/09/2023

  Dear ***************************,
  
  Thank you for contacting Petco regarding your concern with your recent online order. Let us apologize for the undue stress this might have caused you. We strive to provide exceptional customer service, and sincerely appreciate hearing from you.
  
  Your order # *************** had been cancelled and what you are seeing on your payment method is a pending authorization that was obtained when you originally placed your order. Petco.com does not charge for any order until it has been shipped from our warehouse. The pending authorization will not mature into a charge and will be released by your bank. Authorizations expire after anywhere from 5 to 7 days, depending on your bank's terms and conditions. Kindly recheck the transaction statement or contact the ****************************
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  

• Initial Complaint

  Date:03/30/2023

  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.

  Visited petco website to check their stock for an item at a location nearest to me. There is a promotion going on for repeated delivery that offers 40% off your order when signing up for repeat delivery service. There is also an option to do pickup in store for online orders, showing the item that I was looking for was available for pickup within a hour. I was planning to go into the location to purchase the item in store but once I saw the promotion & that my item would be available for pickup in a hour I decided to take advantage of the promotion & sign up for the repeated delivery service. Hours went by & my order was still not ready for pickup so I contacted the *************** stated that my order was not showing in their system yet. I then reached out to customer service via chat on the site & was informed that it was showing it would be available for pickup the next day. The next day comes & by late morning my order is still not ready for pickup. I contact customer service again & they stated that usually orders are ready within a hour/two. They went ahead & placed ANOTHER order & stated that they would contact the store to try to get it processed ASAP. Hours later, my original order nor the new order still wasn't ready for pickup. At this point I am frustrated & I contact customer service again to request the order be canceled. I was informed that the customer service rep was not able to cancel the order on their system due to it being in the state of being processed for pickup. I explained that this is what I have been told since the order was initially placed. After going back & forth with them for some time pleading them to cancel the order, they informed me that they were able to contact the store & have it canceled. I dont understand why the store was able to cancel the order but not process it. Seems like Petco is using this promotion, as well as falsely advertising same day pick up to scam people into signing up for their delivery service.

  Business Response

  Date: 04/04/2023

  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your recent online order. We completely understand your frustration about not arriving at a resolution even after contacting our support center regarding your order concern. Please accept our sincerest apology for any inconvenience this has caused you.
  
  To make this right, we have process an order for free and added $10 worth of rewards on your account. We have also requested our technical team to look into the issue and they have reported that it could be a technical glitch on the stores end. They are running some test to prevent this from happening again in the future. If you have any further concerns, please do not hesitate to contact us 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
  **********************, ****
  

• Initial Complaint

  Date:03/24/2023

  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.

  Hello,I have two online accounts. I would like to either: 1) combine them into one account, or, 2) change the login email addresses on both. I have attempted to do this via your "customer service" chat and phone, with no success. Chat promised this would happen, and it did not. Phone staff have continued to claim for a week that their system is "undergoing maintenance" when I've called, and told me they can't help me at the time. They also have no estimate time to repair. I would appreciate if someone who is competent and truly informed would assist me with this issue.

  Business Response

  Date: 03/31/2023

  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your Petco.com accounts. 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 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
  **********************, ***

  Customer Answer

  Date: 03/31/2023

  
  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:03/24/2023

  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.

  on 2/3/23, we purchased a leash and a chain collar for our dog who was to start agility classes on March 14, 2023. On March 10 we were notified that the classes were cancelled because of low enrollment.today I tried to take back the items and was told by ********, the store manager, who was very rude and abrupt, that sorry, nothing I can do.both items are unused and unopened. this is unacceptable.I want to be able to return these items and get a refund.

  Business Response

  Date: 03/27/2023

  
  Dear *****************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the return policy. We are sorry to hear about your experience.
  
  Items purchased but without a receipt, or purchased 30 days ago or over, are not eligible for refund, return or exchange.Neither our store partners nor our Customer Support team can override the system and process refunds, returns, or exchanges beyond 30 days of purchase.This return policy is posted on Petco.com. You may check the policy by clicking this link ********************************************.
  
  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. 
  
  Sincerely,
  Corporate Customer Relations
  **********************, ***

  Customer Answer

  Date: 03/27/2023

  I do not accept this answer as it is unacceptable. The 2 items I have are brand new, never used. the reason for the return is because the classes were cancelled, which is totally out of my control.

  If you can't return the items, you could at least offer me a store credit for the same amount. That would be considered excellent customer service, but the reply you have given is far from that.

  Business Response

  Date: 04/02/2023

  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 processed an electronic gift card worth $32.00 as one time courtesy.This will serve as a refund for the products you wanted to return.
  
  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.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****
  

  Customer Answer

  Date: 04/03/2023

  
  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:03/23/2023

  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.

  Petco offers curbside pickup in their order emails. I am a 100% disabled veteran that sometimes needs assistance. I shop at Petco because of curbside pickup. Last week, I had Covid but was required to go in the store as they reguse to answer phones. Again today, I ordered, tried curbside, no one picks up. I had to go in, I asked for the manager who started immediately to argue as I explained the situation. When I told her I wanted my dog food she asked my name. I explained to her that instead of arguing, she should have asked my name to begin with and got my food. She begin to yell at me, acting crazy and canceled my order. Told me I couldn't pick up my purchased product. Online orders and curbside should be canceled here and the manager reprimanded or even terminated as her attitude and lack of respect for a 100% disabled veteran represents Petco and all of their employees

  Business Response

  Date: 03/29/2023

  Dear *********************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry to hear about your experience in one of our ******** Centers.
  
  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:03/22/2023

  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.

  On February 8, 2023, I purchased a Green ***** Conure bird from Petco in ********, **********. I came home from work today, March 22, 2023, and found him dead at the bottom of the cage. He had no issues that we were aware of and our other Conure, who we have had for four years, is fine. I called Petco in ******** where we purchased him and was told "our policy is to refund or replace an animal purchased at the store only if they die within 30 days of purchase". So, because my bird lived 14 days longer than the policy, in addition to losing a pet that we were very fond of, we also cannot receive a refund nor replacement. I paid several hundred dollars for him and to be told that is completely unacceptable and does not speak well of the store and how they care about the animals they sell nor their customers.

  Business Response

  Date: 03/29/2023

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your pets death. All of us at Petco are heartbroken by the untimely loss of your pet.
  
  The General Manager of the *************** confirmed that he had spoken with you regarding this issue. The Conjure that was sold was healthy and the cause of death is unknown.  As pet parents ourselves, we understand there is no way to make up for the loss of a pet, but in an effort to help, they agreed on a gift card for the amount you paid.
  
  Please be assured that Petco is committed to customer service. We highly appreciate your feedback as it will assist us in becoming better at what we do. It is our goal to retain you as a satisfied customer.
  
  Sincerely,
  ******************** Customer Relations
  **********************, ****

• Initial Complaint

  Date:03/22/2023

  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.

  Monday, March 9th brought our golden retriever for a bath and cut. After 3 1/2 hours I decided to go over and wait for him to be done. ******* was finishing up on dog and looked stressed and upset. After bringing dog out who was trimmed way too much, I asked her if he was too much since she was rolling her eyes in frustration to another employee. She just responded that it was a long day. After bringing dog home and inspecting him, he has multiple razor cuts on his legs, behind an ear and tail was not shaved but rest of body was. He looks horrendous and very sad to see that someone apparently inexperienced worked in him. Lead groomer contacted me to try and fix issue which is impossible and I have tried reaching back out to no avail

  Business Response

  Date: 03/27/2023

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with our *************** at ********************************************* We are sorry to hear about your experience.
  
  A copy of your complaint was shared with the upper management to ensure that this will be addressed accordingly. The Grooming Salon Manager confirmed that she has reached out to you twice and left messages however, she never heard back. The razor burn on the picture you sent is not a cut, that is a hotspot from the dog chewing itself due to being infested with fleas. The Salon even left that area longer due to the fact off not wanting to cause irritation. Should you wish to discuss this further with the Grooming Salon Manager, please call her back on the number she provided on her voicemail or you may call ************ directly.
  
  Please be assured that we intend to use every available means to get this matter resolved.
   
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****
  

• Initial Complaint

  Date:03/21/2023

  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.

  In December 2022, I signed up for the ********** Premier program which is a monthly subscription. An employee signed me up after I picked up my dog from a grooming appointment. However, that employee neglected to tell me that it's a subscription with a year-long commitment. When I tried to cancel my subscription a couple of months later, customer service wouldn't help me. They said the year-long agreement is outlined in their terms and conditions.It feels very intentionally misleading on Petcos part. Obviously, I cant read through six pages of terms and conditions in the store, and their employees withhold important information. When I log into my account, I can't even edit my payment information. Most subscriptions can be canceled at anytime, so if that isnt the case, Petco should be more upfront about that fact. Very disappointing that Petco is okay with charging me roughly $250 for a service I don't want or use.

  Business Response

  Date: 03/22/2023

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the ********** Premier Plan.We are sorry to hear that you were not fully provided the information about the plan.
  
  Everything about your ********** Premier plan can be found in the Terms and Conditions that were agreed to when you signed up. As a courtesy,we have gone ahead and cancelled your plan. You will no longer be charged or able to use the benefits going forward.
  
  Please let me know if you have any other questions.
  
  ****************
  Corporate Office Customer Relations
  **********************, Inc