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:03/20/2023

  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 was encouraged to save money on two pets and sign up for vital care under the promise that I can cancel anytime (employee explained this as we were checking out at petco). I am now being told that I cannot cancel for one year and they will continue to bill me. I have emailed and spoken to their **** number and have no been given any further options to cancel.

  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
  

• Initial Complaint

  Date:03/18/2023

  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.

  If I could give zero stars, I would. We have had two Vetco appointments set up. Both at the clinic and total care. Neither was able to take us after. I called Friday to confirm they will have my records and that my dog is fine to go. I arrive to the clinic Sunday and they cannot take my dog due to a previous allergy when on Friday nothing was mentioned.I schedule another appointment with the clinic at 8 am. At 8:30 they inform me the relief doctor is not in and may be in at 9. We wait since it its only 30 mins and another time doesnt work. This has gone on for two weeks. 9:10 rolls around and no doctor.Its beyond frustrating none of the customer service ***************** are trained to provided accurate information. The total care works arrive and have to deal with upset patients when the practice manager is gone until Tuesday and no other manager is answering to help these people working.I have never had to fight so hard to give someone $400+ dollars.No practice manager or ANY MANAGER on a busy weekend is there to help the staff or even help the customer with their frustrations.The level of professionalism the practice managers and relief doctors at this clinic have is zero. Can waste customers time off but will not answer their staff during a crisis

  Business Response

  Date: 03/21/2023

  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the Vetco and Total ************** We are sorry for the inconvenience this has caused.
  
  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 Area Medical Manager has been in touch with you and addressed your concerns and that you are scheduled for a follow up appointment.
  
  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 **************.  
  
  Please let me know if you have any other questions.
  
  ****************
  Corporate Office Customer Relations
  **********************, Inc
  

• Initial Complaint

  Date:03/17/2023

  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.

  The past 2 bimonthly orders we have received have been wrong. We have dogs, and have had the delivery set up for some time. 2 orders ago we received 2 bags of cat food. I called and stated the issue, the representative blamed ******** and hung up on me. I called back and spoke with a manager that also blamed ********, then he blamed the store off of ******, it was finally resolved after about 4 hours, I was given an apology and told it won't happen again. The very next delivery, today, was again wrong, again the manager at the Powers and Constitution store blamed ********, then another store, Uintah this time. I called that store, and the manager then said I could drive the food back across town to her location, exchange it for the correct one, then drive back home. I asked her why I am being held accountable for Petco's mistake? She then turned the blame on Doordash... The orders are placed on the Petco website, not Doordash. I did not contract Doordash to deliver anything from you, in the event I do, if I will contact them if there is an issue. My issue lies with Petco, my order from Petco, I would appreciate a member of Petco's upper management team to contact me with the intent to take accountability and resolve the issue.

  Business Response

  Date: 03/21/2023

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your recent online order. 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 General Manager of the *************** has been in touch with you and resolved the issue.
  
  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 **************.  
  
  Please let me know if you have any other questions.
  
  ****************
  Corporate Office Customer Relations
  **********************, Inc
  

• Initial Complaint

  Date:03/16/2023

  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.

  Feb 11 2023 I visited petco in ********** on main Street. I was informed by an employee of a Saving program they offered to get additional coupons and save money on products and services I purchased from the company. I specifically asked if it was a commitment subscription because I wanted no part of one of those as it was for the purpose of coupons for fish supplies and I was told no that it was a month to month subscription and I could cancel at any time. Upon attempting to cancel after not using it beyond the initial week of sign up I was informed that no it is a year long commitment and they refuse to cancel my subscription. This is not what I was told in store via their employee. Their employee gave false information on the basis of getting a customer to sign up for something under false pretenses. I have explained this to customer support and they still refuse to cancel my subscription in which I have not used. Employees should not be utilizing bait and switch tactics to get customers to sign up for a YEARLY SUBSCRIPTION unknowingly just to make the company money. This is wrong and false advertising. I have not used said subscription and I no longer want said subscription and the company refuse to cancel even though I was lied to in order to get me to sign up in the first place. I wish for my subscription to be canceled and not to be charged for additional unused months beyond the initial month of sign up. I seek no other ramifications aside from employee being properly trained on giving accurate information to customers before signing up for things.

  Business Response

  Date: 03/21/2023

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case #******** regarding your concern with the ********** Premier Plan. We are sorry about your frustrations in regards to cancelling your plan and, that you were not fully provided the information about the plan. We do understand this frustration and we apologize for the hassle. We do want to thank you for taking the time and providing us with your feedback.
  
  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
  

  Customer Answer

  Date: 03/21/2023

  
  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:03/16/2023

  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.

  Worst pet shop ever..explaining about a half dead ball python...I was told to not say anything.. when I brought it to the cashiers attention she was very kind... but the blonde girl with red on the ends on her hair followed me to the Front and refused my cricket sale...I was buying crickets asked about the half dead snake!!!!.. So.... this is a company i trusted for **** near 20 years...i am telling everyone to avoid this placei will make this big on social media...really i am telling all my followers to avoid you....sorry but it was handled poo...a half dead snake and was refused a sale, I only wanted crickets...but your manager went on a power trip...at the end of that why???.could have let it go but now going died....should have gone to a vet calling Peta if it isn't resolved it's probably in a dumpster now probably still alive.... sad...I hope it lives I will be also tell everyone how petco treats long time clients...I had to go to petsmart to get my food..lost a 20 plus year clients who spends ****** a month here..never again I will spend my money where it is appreciated. Maybe just maybe that snake may live but I guarantee ?? it will be gone...I have never in my life been treated so badly about asking if a snake was dead....and told told to shutup..why called you out for neglect...It looks terrible...I don't want her fired but she needs to learn customer service and caring...how is someone who doesn't care about animals working here.........I am calling animal control about the ball python.How is this allowed the blonde with red on the ends has some issues. I hope you your company offers training 20 years as a client down the drain...let's add that up...I'm sure Petsmart won't treat me this bad...wow...and this employee...she needs retraining I will keep calling corporate till it's resolved..also treating me like c*** infront of other customers then embarrassing please look into this company location. Thank you for your time.

  Business Response

  Date: 03/22/2023

  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: 03/23/2023

  
  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:03/15/2023

  Type:Customer Service 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.

  In my research about Petco ******************* I found that a pet stylist is suing PETCO for retaliation whistleblower Defrauding customers and unsafe dog kennel. I am furious about what they did to my small dog on March 11 in ********** ******* My dog is still traumatize. I brought my dog to her appointment 9:30 my dog was ready over 7 hours later. I came back twice to get my dog because she is small probably hungry and need to be taking for a walk to relieve herself. For me within those hours I went to the bathroom twice. This is animal cruelty The manager by the name of ****** need to be fired She was rude and argumentative. I was charge $67.53. **************** is no better horrible being so coldhearted Still never got a response from Petco after filing a complaint by phone and email. Seeing the sadness in my dog's eye I contacted ASPCA, PETA, *************** What did they do to my dog What I was told by employee who was very sorry that they were over booked about 14 or more dogs. I was charge extra because they had to clean up after my dog. My dog was in Petco for over 7 hours. Manager did not care that I was filing a complaint she told me to go ahead again charge me $67.53. My dog was shaking. The employee that brought my dog outside can confirm that I was on the phone making a complaint.

  Business Response

  Date: 03/22/2023

  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: 04/03/2023

  BBB# ********
  
  Your email is going into my spam folder It is not allowing me to response against Petco Grooming. I missed a call from ****** but when I called back three times it was made clear that she did not want to speak to me.  I called today March 28 was told that ****** is on vacation but there is manager name ************** ask to speak to him and he refuse to come to the phone and refuse to call me back I called back for the third time ****** answered the phone he informed me that she is taking care of someone sick personal matter that is why she is out today.  I ask for the corporate number he intentionally gave me the wrong number It was someone personal cell phone number. I tried to make contact with her way before today made several attempts on the day she called I missed her call March 20. I made attempts after that date. What happen is animal cruelty and my dog was shaking she was traumatize. When I called ASPCA and the ************** they agree being that my dog is a yorkie that was way too long over 7 hours. Then I get attitude and had to pay full price added an extra charge. I would like this to please be reopen I would like the public to know being that there is a lawsuit from a former employee who was fired for being a whistleblower unsafe maintenance of dog kennel. Thank you BBB the representative BBB name is ******************* who kept me undated but I could not respond thru the BBB portal. My name is *****************************
  

  
  

  Business Response

  Date: 04/09/2023

  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 received a confirmation from the General Manager of the *************** that she had spoken with you and had a great conversation.  She also added that you will be in on Saturday for a full refund of the services you paid for.   
  
  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: 04/10/2023

  
  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:03/14/2023

  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.

  March 13th I chatted with customer service about something that was not working on the website correctly. He told me to go ahead and order the product and he would then credit back my card. Spelled out the price in writing on the chat. He then told me he wasnt going to credit my account after he spelled it out in writing for me. He lied to me.

  Business Response

  Date: 03/19/2023

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your recent online order. We are sorry to hear about your experience.
  
  To assist you, we have requested one of our Corporate Supervisors to call you back and discuss your concerns. We have been notified that she was able to connect with you and provided the discount you requested. We hope that we have resolved your concern to your satisfaction. We value you as our customer and hope that you will continue to do business with us. Your feedback is very important and your comments are valued.
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***

  Customer Answer

  Date: 03/20/2023

  
  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:03/13/2023

  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 February 24 2023 I was scammed into vital care. The employee who rushed me through the acceptance of the agreement assured me it was NOT a commitment and assured me several times through the transaction it could be cancelled at ANY time, going so far as to say the auto renew cancellation in the app would in fact cancel it from the next month and it was NOT a yearly commitment. This is a scam. After contacting support via email I was told they will not do anything to help, and upon calling I have been hung up on twice before even speaking to a representative. This plan that I were lied to about and rushed to accept without being allowed to read through the terms, and in addition assured by petcos employee was NOT a yearly commitment does not benefit us in any way. We were scammed to make a sale. Very upset and disappointed.

  Business Response

  Date: 03/16/2023

  Dear *************************,
  
  I apologize for any frustrations in regards to cancelling your plan and, that you were not fully provided the information about ********** Premier. I am sorry for the experience you had as well with your ********** Premier Plan.
  
  Unfortunately due to our policy you do need to call in to cancel your plan. I do understand this frustration and I apologize for the hassle. I do want to thank you for taking the time and providing me with your feedback.
  
  Everything about your ********** Premier plan can be found in the Terms and Conditions that were agreed to when you signed up.
  
  As a courtesy, I 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.
  
  Thanks,
  
  ****************
  ********** Premier Escalations Supervisor

  Customer Answer

  Date: 03/16/2023

  
  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:03/11/2023

  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.

  An Order for a 40 gallon breeder tank was placed on 2/3/23. The tank lasted until 3/10/23, having failed a the silicone molding that prevents water from escaping. About 30 of the 35 gallons of water that were in the tank leaked when the silicon failed and caused massive flooding in my apartment complex. A fish tank should not have the life expectancy of a month, especially for $119 for the tank. Due to the failure of the tank I had to lay out more money and get another tank that *** or *** not even last. The tank was properly taken care of, and was placed on a level 40 Gallon tank stand from Petco, and wasn't even filled to its 40 gallon capacity. The leak caused such an excessive water amount to escape that water leaked through the molding on the wall down to the apartment below mine. This is entirely unacceptable and put the lives of my 2 axolotls at risk.

  Business Response

  Date: 03/13/2023

  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry to hear that the tank you purchased from ** did not meet your quality expectation.
  
  To assist you, we have processed a refund amounting to $130.34. It may ************** 2-3 business days depending on your Bank Terms and Conditions.
  
  Furthermore,will certainly do our due diligence to review the product and make any decisions necessary to ensure a safe product. The safety of our customer's pets is paramount, and we thank you so much for bringing this issue to our attention.
  
  Thank you for your time.
  
  Warm regards,
  Corporate Customer Relations
  **********************, Inc
  

• Initial Complaint

  Date:03/11/2023

  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.

  Transaction date 3/5 Bought two saltwater shrimp Cost $100 No signs visible that this was final sale and no guarantee. Online for PetCo there is a 7 day guarantee. Not right that it is different. Sales associate did not tell me this when I bought them. Called corporate and everyone I spoke to just said this is our policy and gave me empty apologies. Very misleading that online and in store policies are different. When trying to return dead shrimp next day the manager on duty couldnt show me where the policy was visible. Seems a policy like this should be very visible so that consumer can make an educated decision before spending this kind of money on fish. Also fresh water fish have 30 day guarantee so you assume when you see all aquatic life 30 days that youre good but surprise your not.

  Business Response

  Date: 03/16/2023

  Dear *********************,
  
  This communication is in response to your Better Business Bureau case #******** regarding your concern with our Return Policy for saltwater fish. We are sorry for the inconvenience and frustrations this has caused.
  
  As per policy, saltwater aquatic life cannot be returned or exchanged. There is no guarantee for saltwater fish or other marine life. These animals have unique requirements, and are very delicate. Feel free to visit out return policy again using this link ****************************************************, as one time courtesy, we have processed an electronic gift card amounting to $100. It was sent to your email address ************************ in a separate cover. We hope you will find this favorable as this is the best resolution we could provide.
  
  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
  **********************, Inc.