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:02/18/2023

  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.

  I ordered a dog crate online through Petco for $105.10 on January 31st 2023 it arrived 3 days later than it should have and when it arrived it arrived broken within 10 minutes of opening the package I called Petco who stated they were going to send out a replacement a week went by heard nothing called again got told that it was boxer a third party vendor on their website which it did not state at the time that it was the third party vendor or I never would have purchased it purchased it. I got told that the vendor did had no replacements that they were going to issue a refund well it's been over a week still no refund I wrote them again tonight and got told they're putting an order in to request a refund I just want my $105.10 back so I am able to go buy a crate somewhere else I'm done dealing with these people they've stolen my money lied to me repeatedly through emails and through chats stating that they're going to keep issuing s*** that takes 24 to 48 hours to even process it to say the processing it well it's been over 3 weeks and I still have no crate or money I want my money back.05937934 is the case number they gave me

  Business Response

  Date: 02/22/2023

  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.
  
  We have confirmed that a refund amounting to $105.10 has already been processed. The refund may ************** 2-3 business days depending on your Bank 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
  **********************, ***
  

• Initial Complaint

  Date:02/17/2023

  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.

  Yesterday I received a purchase confirmation for a small animal in *********, **. Red f*** went up on so many levels you would not believe.I would have dismissed it as a phishing email only except they had my full name, old address, and phone number. Today, I received another mail to a different email address asking how satisfied I was with the ************* store. Anyone who has my full name, etc., and two email addresses for me knows more than they should by guessing. Belled Petco and held for more than 30 minutes and still could not speak to a supervisor. Did a quick ****** search, and apparently Petco has been hacked, but they have not notified anyone.

  Business Response

  Date: 02/23/2023

  Dear **************,
  
  This communication is in response to your Better Business Bureau case #******** regarding your concern with the emails that you received. We are sorry to hear about your experience.
  
  We have reviewed our records and found a ********** Core Membership registered under your name on 6/1/2019. It has been used to record a purchase at the ************* location. The cashier might have entered the wrong ********** Core account during checkout. However, rest assured that no payment information was linked to your account. Also, one of the emails you received was from Medallia since they are conducting surveys on behalf of Petco regarding a purchase. However,we removed your email address from their invitation email list.
  
  Your account is set to inactive status and unsubscribed from receiving emails from us. Please do not hesitate to contact us again if you continue to receive unsolicited emails after 72hrs. We sincerely apologize for all the inconvenience we have caused you. If we can be of further assistance, please feel free to call Petco Customer Relations at **************.
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, *********
  

• Initial Complaint

  Date:02/16/2023

  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.

  Placed an online pickup order on the evening of February 15, 2023. At 8:40 AM on February 16th I received an email stating my order was ready for pick-up, which I had planned to pick up after work. At 11:53 AM I received another email although this one stated that my ordered had been picked up. I contacted the store explained that there must have been a mistake as I did not pick up the order. She asked me if I had someone else pick up the order and I told her NO. I than asked her if they had given my order to the wrong customer she immediately became defensive. Put me on hold and when she came back on the phone she insisted I had picked up the order or had someone else pick up the order. I once again explained that I had not picked up the order and had no one else pick it up. When I asked to speak with a manager she said "I'm A manager" which tells me she probably wasn't the general manager. She insisted they checked my ID and was definitely me. I asked her to describe the person who picked up the order and her response was "I don't have to tell you that", I asked her if they had cameras, she said "we don't have cameras" and kept insisting I picked it up and was refusing to resolve the matter. I than contacted customer support who kindly issued me a new order but with substitutions. Still in panic mode thinking someone stole my identity I immediately contacted the police and explained the situation. The officer called me back and said he spoke with the store who admitted they delivered my order to another person. I'm furious, they led me to believe someone stole my identity insisting it was I who picked it up because they checked my ID, when in fact they lied and gave my order to someone else. Thinking someone stole my identity caused me to have a severe panic attack. I want to speak with corporate. I'm question if they really gave my order to someone else or was this an employee stealing my order and they never thought I would call police.

  Business Response

  Date: 02/22/2023

  Dear ***************************,
   
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with our *************** at *****************************. Please accept our apologies for the undue stress this incident has caused.
  
  We have forwarded your concerns to the appropriate upper management to ensure our findings are accurate. The General Manager of the ************ location confirmed that she had personally spoken with you regarding this issue. She apologized and explained what happened; she offered  20% off your next in-store purchase and let you know the product you had ordered was back in stock. She also re-coached the staff on proper BOPUS protocol and how to take precautions in the future.
  
  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.
  
   Thank you again for contacting Petco.
   
   Warm regards,
   Corporate Office Customer Relations 
   **********************, Inc 
  
  

• Initial Complaint

  Date:02/11/2023

  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.

  A checkout worker asked me to try the petco vital rewards program. She never told me it was a subscription service. I tried to cancel after several months because it wasnt a value in my option. I was told it was a contract for at least one year. They should tell people this when they sign up and make it clear on the brochure.

  Business Response

  Date: 02/14/2023

  Dear *********************,
  
  This communication is in response to your Better Business Bureau case #******** regarding your concern with your ********** Premier Subscription.Please accept our apologies for any problems or inconvenience you have experienced. We strive to provide exceptional customer service, and sincerely appreciate hearing from you.
  
  To assist you, we have cancelled your subscription. Should you wish to reactivate your subscription, you may call our Customer ************ (Mon-Sun ******* PST).
  
  Thank you for your time.
  
  Warm Regards,
  Corporate Customer Relations
  **********************, ****

  Customer Answer

  Date: 03/02/2023

  
  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:02/09/2023

  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.

  Had this toy had an appropriate warning label, I would not have purchased it. It would be 1 thing if my dog bit off a tiny chunk of the petco toy and it passed but Im surprised she was able to bite such a thick piece off somehow. I dont give her kongs even and thought this petco branded toy was durable enough for her to not break off. I always look for a warning label or research online and even the reviews for this toy are generally positive and state its durable. Please email or call me when you can. Im happy to provide more documentation and Actually have a video of my vet showing the petco toy in my dogs surgery. Since my dog bit off such a large chunk, Id also ask you label this toy with a warning so that this does not happen to other people. I look forward to your response.

  Business Response

  Date: 02/13/2023

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the Leaps & Bounds Blue & Green ****** Chew Oval Dog Toy. We are sorry to hear that the item you purchased from us did not meet your expectation.
  
  We have confirmed that your case has been turned over to our third party claim department to ensure your complaint is being addressed. We know that we can really never make up for your inconvenience; however, we have every confidence that the dedicated team assigned for this will act immediately to investigate and take whatever action is necessary to resolve the problem.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ***

• Initial Complaint

  Date:02/08/2023

  Type:Billing 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 visited petco in late fall. I purchased a bag of dog food as well as a dog food storage bin. A few days after returning home with the merchandise I notice there was a dead rat in the food. I wasnt sure if it came from the bag of food or if it got in there afterwards, but because the storage bin promised to keep rodents out, I returned both items to the store. The cashier said the money would be refunded to the petco credit card I had used to purchase the items. A couple months later the credit card company called and told me that I had to pay the balance on my card, which included the transaction that was supposed to be refunded and late fees. I attempted to dispute the charge which was under investigation, and in that process a late payment was reported to the credit bureau and dropped my score 100 points, which is not ideal as im trying to purchase a home. I was ultimately told I couldn't dispute the charge because I didn't have proof of return. I would really like to resolve this situation.

  Business Response

  Date: 02/14/2023

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

• Initial Complaint

  Date:02/07/2023

  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.

  I want to Petco on *************** in ******* on November 13th. I got my pet groomed they double charged me for the grooming. I called and spoke to the store manager she wanted me to call customer service. I called customer service spoke to a manager there who said that they had given me a credit on a gift card which I didn't want but I wasn't going to argue. Went to use the gift card it wasn't there. Called back customer service was not transferred to a manager. They referred me back to the store. I called the store multiple times ***** the store manager is it a different location every time I call. I have been dismissed disrespected ignored and passed off. And I didn't make the mistake. They double charged me and refused to fix it. Absolutely horrible customer service. I will never go back there I have never been treated so poorly. Pretty much stolen from, flat out lied to, and then talk down to for it.

  Business Response

  Date: 02/13/2023

  Dear *******************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding concern with the duplicate charge on your account. Please accept our apologies for the undue stress this has caused you.
  
  Well be processing a $30 Electronic gift card and an additional $20 for all the trouble this has caused you. This will be sent to you in a separate cover. We are truly sorry that your experience did not live up to your expectations, but we look forward to providing a better experience for you going forward. Thanks again for bringing this issue to our attention, and please dont hesitate to contact us directly with any other concerns you may have.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ***
  

  Customer Answer

  Date: 02/15/2023

  I I stated to the young lady who reached out to me regarding my complaint. That I wanted the funds returned to the original payment method. I will be traveling for the next 6 months in and out of the country I do not want to shop at the store. This has been going on since November 12th. 2022. I just want the funds return to me the way that they were taken. I think that that's fair. I do not want to be forced to shop in a store that I don't want to shop in. That is my right. Thank you

  Business Response

  Date: 02/21/2023

  
  Dear *******************************,
  
  This communication is in response to your rebuttal with Better Business Bureau case # ********.  We are truly sorry about your ongoing disappointment on the issue.
  
  We have cancelled the electronic gift card that was previously issued and requested one of our Corporate Supervisors to work with you so our backend team could process the refund. The latest update was, shes waiting for you to confirm the store location. Please respond to her email so we can assist you in getting the refund. Shell also be your point of contact until this is resolved to your satisfaction.   
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****
  

• Initial Complaint

  Date:01/30/2023

  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.

  On March 18 I ordered $100.56 on feeder insects. Petco has live feeders on their site to order. They did not say that it came from a third party vendor that also they will not let me contact. They could only refund one thing on the entire order. I've chat with them and they only tell me to call the supervisor, but I've contacted them at least 3 times with them unable to cancel the order because it is a third party vendor. I believe it should state third party vendor. They refuse to refund the order because they have to forward it to the third party vendor. I'm waiting for the vendor to reply to Petco. I paid **** for shipping cost and from what I understood it was overnight shipping. It's been several days. The status of the order is still pending and I've had to go buy feeder insects elsewhere because they did not ship out the live insects in a timely manner. I've been asking for a refund for two days now. They will not resolve the issue. My order # **************. No tracking.

  Business Response

  Date: 02/06/2023

  Dear BBB,
  
  This complaint was filed over a year ago and this is first time weve seen it. Please close this out.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***

• Initial Complaint

  Date:01/27/2023

  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.

  Beginning December 12th, 2022, I made an online order with Petco for live fish. The item was In Stock and the order was placed. After approximately one week, the order remained In Limbo status. After making numerous phone attempts to Petco to see what the status was it remained in the same status and the orders were subsequently cancelled due to unavailability. The item would then become available and I would reorder, but would never receive the item(fish) and the whole process would start over. I tried ordering different species of fish, but the outcome was the same. One order, I was sent an entirely different and less expensive fish species and one was dead on arrival. I never received a replacement or follow up for that particular order. After having approximately eight orders, I have yet to receive and order that I had placed. Ive spoken to Supervisors who stated they would look into the problem and call me back, but I never received a phone call back from any of them. Below are some of the case numbers related to my orders:05816517058103530576089505648502 ************************

  Business Response

  Date: 02/15/2023

  Dear *********************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your recent online order. We are sorry for the inconvenience and frustrations this has caused. At Petco, customer satisfaction is something we take very seriously and anything less than ensuring you are completely happy is unacceptable.
  
  
  We have reviewed our records and have confirmed that your orders were cancelled due to supply issues. Unfortunately, this is beyond our control. Please be advised that we do everything possible to ensure that the fish we offer are in-stock and ready-to-ship; however, sometimes demand outpaces supply and we fall short. Our website *** not also reflect stock update real time and this is something we are still working on to improve. We have also requested one of our Corporate Supervisors to monitor the stock update and inform you if there are any progress. Please contact him directly for assistance.
  
  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: 02/15/2023

  Who is the point of contact that I am to contact directly?
  The person referred to as Him.

  Business Response

  Date: 02/20/2023

  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 confirmed that one of our Corporate Supervisors named ***** is in contact with you. An email was sent your email address yesterday advising the status of the ***********************
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****
  

• Initial Complaint

  Date:01/21/2023

  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.

  On January 21,2023 I went in to buy superwomens for my pet. As usual the Petco closest to me never has the size I need and never has crickets. All of the ***** roaches and almost all of the horn worms were dead and being advertised for sale. I went and checked out the baby bearded dragons as well as the chameleons. I have taken photos of the habitat and the chameleons are in too low of humidity. One of the two in there was in the nasty water trying to get wet while also being very grey. They are tropical animals and need to be given a humid environment. The baby bearded dragons are housed 4 to a tank when they are known to eat each other when housed together. No limbs missing yet but they should be moved now that they cleared out all of their animals and have separate bins now. I am furious as when I called the corporate number there was no clear resolution and she didnt seem to even note any of my issue. I would have rehabilitated and taken these babies home but I dont have $100 for each of them as they wont let me take them home. No staffing went back to check on them either. I go to this store several times a week for my baby and they never help these poor animals.

  Business Response

  Date: 01/25/2023

  Dear *************************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding the animal situation in our *************** at **** East Main St.Please accept our apologies for the undue stress this incident has caused.
  
  You case has been turned over to the upper management of the *** for handling.We have been informed that the management has contacted you. They have confirmed that the situation has been handled and addressed.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ***
  

  Customer Answer

  Date: 01/25/2023

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