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.

close

Find a Location

Petco Animal Supplies Inc has 1465 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/07/2023

  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.

  Hi. I took my 2 year old daughter to this store after work today so that we could buy a fish tank and get a gold fish. The store is at ********************************************************. We had chosen to go with a combo tank that had the filter and lights etc included and was about 2.5 gal in size. We saw the tank full of gold fishes for .29 and .49 and showed my daughter so she could pick out the fish she wanted. She was very excited after she saw all the fishes in the aquarium section of the store. I went to grab an employee so that he could assist us in getting a .29 gold fish. Upon asking for assistance from the employee he begins to question where I was putting the fish and starts to recommend a larger tank. I politely respond that I'll be placing it in the tank we were holding and will gradually move up as the fish gets bigger. Also note this was going to house a gold fish my daughter had won at the carnival a couple days ago. The goldfish we wanted to purchase would also be kept in the same tank. When I asked if he could assist in getting a fish for us he refused and said he won't be able to but he will ask if his manager can. The manager comes by, his name is *******, and asks us what we need help with. I begin to ask if he can help us with getting a .29 gold fish. We, again, begin to get questioned on where we were going to put this tiny fish. I tell him the same explanation. He starts to recommend a larger tank to us and I politely refuse and explain that I will purchase a larger tank as the fish gets bigger. The fish we were wanting to purchase was a .29 goldfish that is probably a half inch in length or less. The tank we would also be purchasing is a 2.5 gal tank with a filter combo. The manager begins to tell me that he wants us to purchase a larger tank. At this point we're starting to get anxious and I decline and ask if he could just help me get the fish so we can be on our way. We came after work and wanted to get this and go home. He says he can't unless I get a bigger tank. I ask him what his reasoning is for that and his explanation is that the tank we are getting is too small for 2 fish. Now this to me didn't make sense. The fish we were getting was under a half inch long and the fish we had at home was the same size. He was saying that it was to small because it would cause to much stress for the fish and it would die if we put it in there and he refused to sell me the fish. I responded back and said that you are keeping a couple hundred goldfish in your store tank that looks maybe 10 gals with fish that are already dead in the tank. I counted maybe 10 dead goldfish in the tank already. Me purchasing a fish would likely give it a better home then how your store has them kept. The fish would have a better chance of survival with us in then it looked like it would in the stores tank. I did not get a response to that and he just says he can't sell me a fish. His explanation of refusing to sell me a fish did not make sense at all due to the fact that the store is keeping hundreds of fish in the tank currently and me taking 1 to put in with another in a 2.5 gal tank would be to small for it. How does that make any sense. We would likely give it a better home then the condition it was in in the stores tank. I have kept fish before and have raised goldfish up to the size of an adult hand. I know that those goldfish that are less than half an inch would be fine in a 2.5 gal tank and once they get bigger we would need to move them to a bigger tank but it did not need it right away. Now I don't understand if this is Petcos tactic to try to upsell product or if it's Petcos policy to refuse to sell fish if they are not getting a big tank but I would like an explanation of this. We ended up frustrated after he refused to sell us the fish that we decided to not purchase the tank and just leave the store completely empty handed. My daughter was distraught after leaving with nothing. She was so excited to purchase her first tank from Petco and a fish that would go along with the fish we got from the carnival. The whole experience left us not wanting to come back to Petco again. I would like to know what Petcos policy is regarding customers who want to purchase a gold fish. Is it policy to force the customer to purchase a tank that is to large for its current size or refuse to sell the customer a fish? Please let me know how **********************, as a company, handles this situation becuase the manager and employee refused to sell us a fish unless we bought a bigger tank. But the fishes are kept together in a tank with hundreds of other fish and are already dying. If this is not Petcos policy please train your store managers and their employees on Petcos policy. The managers name is *******. If this is Petcos policy then I will purchase the tank elsewhere and go to a different store to purchase a fish and take my daughter to have a better experience but if this is not Petcos policy and the store manager is properly trained on it then I would like to take my daughter back to the store so she could have a better experience then what we had yesterday.

  Business Response

  Date: 03/29/2023

  Dear *****************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your negative experience in one of our ******** Centers. We are sorry for the inconvenience.
  
  To assist you, we have requested our District General Manager to reach out to you. We received a confirmation that he was unable to speak with you. However,he left messages. Our policy states that if a guest does not have the adequate tank/habitat for an animal that we sell we have the right and obligation to refuse the sale, as we only promote responsible pet keeping. We do our best to train all of our employees/associates on how to properly handle customers issues, but your concern was not handled properly. For that, we are extremely sorry. We are going to take steps to ensure we are educating and teaching our guests on proper care and why. We look forward to providing a better experience for you in the future. Thanks again for bringing this issue to our attention, and please dont hesitate to contact us directly with any other concerns you may have.
  
  Thanks again for bringing this issue to our attention.
  
  Sincerely,
  Corporate Customer Relations
  **********************, ****

• Initial Complaint

  Date:03/02/2023

  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.

  Today I had my puppy groomed at one of your Petco location Thu, Mar 02 12:00 PM Pet: ******************* Service(s): **** Long Hair XS Add On(s): Face ************ ****On, Face Trim Stylist: *****************************: $71 Location: ******* - ******** The customer service is really bad, my app for grooming was changed without my consent.I had scheduled it at 1p and when I got their they wanted to charge me a NO SHOW CHARGE. They had changed it to 12 with out my approval .I had requested for my puppy to be showerd, haircut .nails and pals clean Upon my return my puppy was just showered but not really clean because he still looked dirty from his face and lower body, his wiskers were cut uneven he has some short and some long, No other trim was done in other terms my puppy looked the same way I took him . when I asked the *** why my DOG LOOKED the same way, I took him. She stated the dog moved to much in a really rude way. I was charged ***** For getting my dog back the same way I tool him. My dog currently looks sad and does not want to eat. Before taking him he was happy and running around the house trying to eat everything he could fine. Please see pictured of before and after

  Business Response

  Date: 03/09/2023

  Dear ***********,
  
  This communication is in response to your Better Business Bureau case #******** regarding your dissatisfaction with our Grooming Salon at ********************************. We are sorry to hear about your experience.
  
  Your case was turned over to the upper management of the *************** for handling. We were informed that the General Manager had spoken with you and agreed to process a refund on Sunday. We hope that we have resolved your concern to your satisfaction. We value you as our customer and hope you will continue your business with us. Your feedback is important, and your comments are valued.
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***

• Initial Complaint

  Date:03/02/2023

  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 purchased a 5 oz. Package of Healthy Select Millet from Petco located at ***************************************************************************. This package has a Best If Used By date of 06-10-25. I purchase in store and paid $6.59 cash. Since I was not ready to use it immediately, I placed it in my refrigerator. I removed a couple of sprays and placed in my bird cage. A few days later, I started finding Indian Meal Moths in the birds room. Upon I close inspection of the package, I noticed fine webbing inside (which, if you look closely, can be seen in the attached video). There was also a small cocoon on one of the millet sprays. I called Petco and spoke with ******* who said they could not help as I no longer have the receipt. Each time I shop in Petco, I use my Petco Pals reward card which they can easily look up to view my purchases. Furthermore, Healthy Select products are produced for Petco (see photo of reverse side of packaging). A reputable company should stand behind their products.

  Business Response

  Date: 03/07/2023

  
  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.
  
  We have checked our records and confirmed that it was purchased on 9/23/2022. Per policy, 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. However, to assist you, we will be processing a $7.00 Electronic Gift Card that you will receive in a separate cover. It will serve as a refund, and you may discard the product that you received. We hope we have addressed your concern to your satisfaction. If we can be of any further assistance, please feel free to call Petco.com Customer Relations directly at **************.
  
  **************** 
  Corporate Office Customer Relations
  **************************.
  

• Initial Complaint

  Date:03/01/2023

  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 Jan 28, I took my puppy to PETCO in ************, ** to have her groom. The cost of the grooming service was $125. When paying for the service, cashier inform me to join the PETCO ********** program stating I would save 20% on grooming and that would pay for the month of subscription service. Thinking if I would use it, I agree to sign up for it. During the process, I was not told this is a year commitment. If I knew it would be for a whole year, I would have not signed up. A month pass and I have not use the account and even the $15 gift cards in the account. Seeing that I do not use or need the service, I call to cancel the subscription and to my surprise, I have made a year commitment. A month service is $21.99 and PETCO customer service or store manager are not willing to cancel it. Now Im stuck paying roughly $244 for a year of service that I will not use. A company like PETCO should not be taking advantage of customer. If they provide good service and goods, they wouldnt need to make customer commit to a year subscription service. If that is the case, this should be mention to customer in bold letters prior to signing up. PETCO is wrong in taking advantage of customer by forcing us to pay for a year service. I will never again use PETCO again. I hope they do the right thing and also inform customer of the need to sign up for a year of service.

  Business Response

  Date: 03/08/2023

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

• Initial Complaint

  Date:02/28/2023

  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.

  Bought fish - Signed up for ****************** Program - Fish Tank Craked - Fish Died - Went into Petco app Turned off Auto Renewal for the plan and got charged 30 days later - Upon getting charged called the petco support line when I got told by the rep that the plan requires a yearly membership and i can not cancel my plan - I dont have Fish they Died - I dont have a Fish tank - They stated I cant cancel my plan and continued to charge after cancelation. Below i Provided screen shots of auto renewal turned off - as well as the recorded conversation we had about the rep stating that I had to be charged for a full year before they can cancel.Recorded Line number is the same as my contact number above.Find the conversation and ask Petco why if I dont have a tank or animals why they would force me to pay ***** a month for a full year before canceling

  Business Response

  Date: 03/05/2023

  Dear *********************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the ********** Premier Plan. We are sorry to hear about your experience.
  
  To assist you, we will be processing $10.64 back to your card and $10.51 in the form of a corporate check. We hope that we have resolved your concern to your satisfaction. Your feedback is very important and your comments are valued.
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

• Initial Complaint

  Date:02/25/2023

  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.

  My sister bought me almost 3 weeks ago 3 cases whole hearted wet cat good. I used 2 cans my indoor rescue cats wouldn't eat it so I put it outside for *********** who refused to eat it. So I went to petco woodbury to return for instore credit and the store refused without receipt or account. Mind you not I was gonna use instore credit to go online n purchase 8 richell cat carriers. I do cat rescue n to not return 3 case of food for instore credit is pathetic

  Business Response

  Date: 03/02/2023

  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.
  
  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. 
  
  **************** 
  Corporate Office Customer Relations
  **************************.
  

• Initial Complaint

  Date:02/23/2023

  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.

  Purchased a Green ***** Conure with Petco Mastercard on 12/24/2022. **** died two days later. Went back to return bird. I did not receive the physical card at that time yet, so I was guaranteed a corporate check of the cost of the bird would be sent to my residence to use to pay off the charge of the bird. Check never arrived. I have called both main location and Petco customer care line, refused help from both, and have been transferred to random departments and outright ignored other times. I have been calling every week since this mess happened, and I worry I may have to take legal action in order to get my money refunded back to that credit card. I was given a paper copy of a receipt of return, however they can look up my proof of purchase by card and by my vital care plan.

  Business Response

  Date: 03/02/2023

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ********.We are truly sorry to hear about the loss of your pet, and want to extend our condolences.
  
  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:02/21/2023

  Type:Order 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.

  Signed up for private dog training lessons - package of 4, for my puppy with the College Point, ** store.First session was January 26 and last session was February 16.Trainer was very nice but the training not successful. My dog was fearful and trainer was not able to manage any type of training with her. Last training session was short, only 15 minutes.I called customer service for refund and it was denied due to attending more than 1 session. I would like this to be reviewed again due to the fact that my dog was not adequately trained. I have been a longtime Petco consumer and this is disappointing.

  Business Response

  Date: 02/22/2023

  Dear *******************,
  
  This communication is in response to your Better Business Bureau case #******** regarding your Private Dog Training Classes. Please accept our sincerest apology for any inconvenience this has caused you.
  
  While our policy states that in-store services (such *********** and dog training)are nonrefundable, we have processed a full refund ($42.46 ) to your account as a one-time courtesy. Refund may reflect within 2-3 business days determined by your Bank's Terms and Conditions. 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
  **********************, ***
  

  Customer Answer

  Date: 02/23/2023

  
  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:02/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/10/22 I placed an online order with Petco for a Ultra-Tough Pet Kennel 36X26X27 for my dog in the amount of $165.00 with a promotional discount of $21.00, the kennel had a pickup location a month later in **** (************************************************. *****) Upon picking up the kennel, the outer box was damage, I assured it happened during shipment and was told by the sale associate that inside contains was perfectly fine. One month later the door of the kennel came off track which makes the door unlatch-able, I called Petco and informed them of the situation and requesting a replacement. I was told they will not replace or repair the dog kennel. I have been an extremely good customer of their over 8 years, making monthly purchases and need your help in getting a replacement dog kennel or recouping my money back which is $158.97 Thanks for your help in advance.

  Business Response

  Date: 02/27/2023

  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. 
  
  Thanks for your time.
  
  Sincerely,
  Corporate Customer Relations
  **********************, Inc.
  
  
  

• Initial Complaint

  Date:02/18/2023

  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.

  After filing a previous complaint w the BBB - ****** S contacted me from Corporate. Apologizing in email - claiming that they could not reach me by cell phone. Which is untrue. My cell:************** has no messages. My home phone has no messages. Lies! They told me the missing rewards from 3 different purchases are now on my online account. I do not have a purchase history - but they (now) have me signed up for their monthly vital core wellness program. I did not authorize this and I have pet insurance wellness program and I just did not authorize this membership. I just want to be able to use my Pals Rewards and have the basic perks.

  Business Response

  Date: 02/22/2023

  Dear *******************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the recent email that you received. Please accept our apologies for the undue stress and confusion this incident has caused.
  
  This is to clarify that you were not signed up for any other program without your consent, our Pals Rewards Program just changed names recently to ********** Core. This is a free membership subscription and there are no changes in benefits. If we can be of any assistance, please feel free to call Petco Customer Relations at **************.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ***