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:01/19/2023

  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.

  Hello my name is ***************************, approximately 3 months ago I made a refund to my local Petco for a total of $340 and when I went in person to the store the emplyee told me they didnt have enough cash to give me the refund at the moment and I told them that it was ok and they said a check should arrive 1-2 weeks. I waited the 2 weeks and i received no check so I gave the store a call and when I spoke to manager at the store and she told me to call Petco customer support, so immediately I called them and they told me that Petco customer support is not responsible for any instore purchased items when getting refunded so the lady assisted me from support line and created a 3way call between the manager of the petco, customer support and myself. She informed the manager that they are not responsible. Then the manager told me that she cant do anything about it, that I would have to speak to the general manager on tuesday which was 2 days from then, so I waited until tuesday and gave the store a call again and I spoke to ******* who is the general manager of that petco and he tried to tell me the exact thing the previous manager said that its petco customer support that has to do the refund. So I called the customer support line again and made another 3 way call which was again on a recorded line and she informed him that petco customer support is not responsible for any instore purchased items for refund. Then after he told me that he has to email his superiors and he will give me a call back the next day. Forward to the next day I never get a call back so i called him the next day and he told me his superiors are issuing the refund that it is still in the process of being acepeted but it will be soon, i asked how long he said 1-2 weeks i waited the 2 weeks and again no check received on my end. I gave him a call again and he said it was accepted and i had to wait another 1-2. I waited the 2 weeks gave them a call and i got the same answer 1-2 weeks and it should be ther

  Business Response

  Date: 01/25/2023

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your negative experience with one of our ******** Centers. Words cannot express how truly sorry we are for the delay and inconvenience this has caused.
  
  A copy of your complaint was shared with the upper management to ensure that this will be addressed accordingly. We have received a confirmation from the District General Manager that they have requested a corporate check to be resent and expedited. The **************** will also be in contact with you as soon as it has been mailed out. Should you need to follow up on the check, please contact **** at ************.
  
  Thank you again for contacting Petco.
  
  ****************
  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,
  
  ***************************
  
   
  

• Initial Complaint

  Date:01/18/2023

  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.

  ,I called Petco in ****** to schedule my monthly nail trim for ****** A guy gets on the phone and starts yelling at me. He was that last month December 2022 I did not pay for Services Rendered of $20. He said ii **** out or something to that affect.I started crying. He did not give me a chance to talk and hung up on **** I would never leave a store without paying. I pay cash. I will pay debit card for paper trail.I am honest person. My ********* likes going to Petco in Madera.

  Business Response

  Date: 01/25/2023

  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:01/18/2023

  Type:Delivery 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.

  Placed an order with Petco and had the option to add my $10.00 reward to my purchase but it didn't attach appropriately. Called Petco customer service and they said you can't use your reward on top of a promotion. The promotion was repeat delivery with about $4 off my order. Called again and another agent stated I should be able to apply my rewards. The agent stated it will apply to my next order. I wanted it to apply to this order.

  Business Response

  Date: 01/24/2023

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the Pals rewards. We are sorry to hear about your experience.
  
  To assist you, we have cancelled the $10 reward coupons and processed a partial refund to your order amounting to $10.00. Should you encounter issue in using your rewards in the future, please call Petco.com Customer Relations directly at **************. We would be happy to fix it for you right away.   
  
  Thank you again for contacting Petco.
  
  ****************
  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,
  
  ***************************
  
   
  

• Initial Complaint

  Date:01/16/2023

  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.

  Date of service was November 201h 2022, paid $57.00, took my dog to Petco grooming to get a neat @tidy service. Dispute is the groomer did not pull he ear hair, when I called to address the matter instead of saying let's resolve this bring your dog back, they labeled my dog as aggressive and said she bites, she has been going to this Petco for yrs never did any of the groomers say she was aggressive or bits until I emailed the Corporate Petco office about this Petco location. They lied on my dog she is not aggressive nor does she bit. They only said this to cover their laziness for not doing their job! Never got a call from the store to resolve the matter! I have taken her to another Petco since, never got a complaint about her being aggressive!!! It's ashame they will lie. This has happened before at this same Petco ,so this time I decided to get the corporate office involved! An email from corporate was sent to the store manager she never reached out to me! Bad customer service!! Of course the manager is going to side with her groomers .Petco hwy72, ***********

  Business Response

  Date: 01/20/2023

  Dear *****************************,
  
  Thank you for contacting Petco regarding your concern with our *************** at *************. We are sorry to hear about your recent experience.
  
  We have forwarded your concerns to the appropriate upper management to ensure that our findings are accurate. ****, the General Manager of the store confirmed that  it has been explained on previous pick-*** that ****** becomes aggressive for ear hair being plucked as well as trimming the nails.  *** was able to complete the groom except for the ear hair due to the aggressive behavior and this was again explained when ****** was picked up.   Another groomer Tarieka has groomed Chanel and communicated the same information, the dog gets very aggressive, trying to bite.  Attempts have been made to complete the ****** but Chanel had shown aggression during parts of the groom. 
  
  Petco associates truly have your pet's best interest in mind. If a groomer feels that providing a grooming service to your pet will cause undue stress or harm, we will support them in their decision to refer a pet to a veterinarian. Each groomer in every location is advised to use this discretion as your pet's health and best interest is always our concern. 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. 
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **************************.

• Initial Complaint

  Date:01/16/2023

  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'm writing this complaint against petco.com because they have been spamming me on my flight trader 24 app and I'm not even a customer with them and I'd rather not see their advertising on my browsers and I'd like them to apologize for spamming me and I feel like they're purposely trying to bother me and I don't have any pets and I'd rather not have any pets because I honestly hate pets because they're Soo annoying

  Business Response

  Date: 01/19/2023

  Dear *********************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding concern with the Petco ads on your Flightradar24 app.
  
  Flightradar24 is a flight tracker that shows live air traffic from around the world. Its service needs to pay it costs (servers, traffic, development, support,receivers). It has been sponsored by a **************** Flygresor.se, for 5 years. Now it needs to cover its owns cost through Ads (that is why you are seeing Petco ads on your screen) and User payments. If you have a subscription and you are still seeing ads, it might be that you are not logged into the account the subscription has been purchased with. But instead are either into another account or not logged into any account.
  
  Firstly try to log in. If you are already logged in then try logging out and then in again.  Also, try to clear your cache as an additional step. Should you still experience some issues or see ads while logged in (and logging out and in again doesn't resolve it), please get in touch with Flightradar team at **************** and theyll help you as quickly as possible.
  
  Thank you for your time.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ***
  
  

• Initial Complaint

  Date:01/13/2023

  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 placed the order on 12/21/2022, the order has the initial delivery date as 12/27. but I did not receive it, so I called petco on 12/29, they said they will investigate and get back to me in 48h. but NO ONE got back to me.Then I reached out to them again on 1/6/2023, they said oh the package was lost, we will provide you ************. Today 1/13/2022, I finally received my package but only received half of items I ordered, so I called them again, they just said you already asked for a replacement, why ask again?? I explained to them that the did not receive anything from the original order at all. They just did want to help it out and put my call on hold several times for totally 1h and told me they will investigate the get back to me, which I double.

  Business Response

  Date: 01/19/2023

  Dear ***********,
  
  This communication is in response to your Better Business Bureau case # ******** regarding concern with your recent online order. Please accept our apologies for the undue stress this has caused you.
  
  To assist you, we have forwarded your concern to the upper management to ensure that our findings are accurate. We have been notified that one of our Corporate Supervisors had spoken with you regarding the issue. She went over the original order and the replacement that was processed and found that there were indeed items that were not included on the replacement order. Thus, a new order has been processed free of charge. The order # is ***************. You will be notified via email once it ships out.
  
  Thanks again for bringing this issue to our attention, and please dont hesitate to contact us directly with any other concerns you may have.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ***
  

• Initial Complaint

  Date:01/12/2023

  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 had a grooming appointment with ************** On November 17, 2022 time 11:00 am Petco location at ******************************************************************************* For my Puppy Bella, ***** had shampoo or some other chemical that was left in her hair. That caused my puppy to be very irritated and itching, I called to speak with ******. D about the problem, I was put on hold for a very long time, I was transferred over to different departments then I was told **************** longer works at the ************** location. Someone hung up on me causing me to call Petco back4 more times.One of Petco's representatives returned to the line after I hold for over 20 minutes, I asked to speak to a manager, and I was put back on hold. I finally spoke with the store manager at that location the store manager transferred me to the grooming manager *******, ******* was very nasty, I ask to speak back to the store manager ******* refuse to let me speak back to the store manager, ******* then went on to look in the computer to find out I had an appointment with ******** Petco. ******* calls manager ****** on his cell phone saying to him its nothing she can do for me asked manager ****** what can he do because the mistake was made at the ************** store seeing I'm not coming back to her location, ****** replied I can give the customer 10% off *****'s grooming appointment on 12/30/22. I canceled my puppy appointment after being treated so poorly, I felt embarrassed and disrespected by all parties that were involved, and I am asking for a refund from Petco.

  Business Response

  Date: 01/19/2023

  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:01/12/2023

  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.

  won't let me use my pal rewards online. I try month after month and they never fix the issue. bad bad customer service.SCAM

  Business Response

  Date: 01/17/2023

  Dear ***********************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the Pals rewards coupon. We are sorry to hear about your experience.
  
  To assist you, we have cancelled the rewards that you have not been able to use and processed a partial refund to your order # *************** amounting to $35.00. Going forward, we recommend loading the rewards first to your account before using in an online or in-store purchases. Should you need assistance in loading your rewards in the future, please feel free to call Petco Customer Relations at **************. We would be happy to assist you.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ***

  Customer Answer

  Date: 01/17/2023

  the rewards were loaded 

   

  you guys are rubbing some sort of online scam with rewards..they dont work on any purchases over $50

   

  try it yourself 

  Business Response

  Date: 01/24/2023

  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.
  
  Pals Rewards Dollars shall only be redeemable on future purchases with a balance owed that is equal to or greater than $5. Pals Rewards Dollars cannot be partially redeemed, or redeemed on a purchase that is less than $5. Should you have issue in redeeming Pals rewards in the future or need further assistance, please feel free to call Petco Customer Relations directly at **************. We would be happy to help.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****
  
  

  Customer Answer

  Date: 01/31/2023

  you missed the whole point of this complaint 

   

  its orders over $50 online. Your system doesnt not allow usage of pl rewards because of auto coupons. This voiding the usage of the rewards.

   

  every order I make online for pickup I have to call in have my pal rewards issued as a credit since the system wont allow over $50 and then I have to pickup my food call back and get my credit of my pal rewards back 

   

   

  EVERY TIME 

• Initial Complaint

  Date:01/12/2023

  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 was sold a ********** Plan at Petco in *************** last year and haven't been able to access or create an account to show that I have a ********** Plan. When making a purchase at Petco they didn't show a ********** plan for my dog, Obi and I wasn't able to use any rewards towards my purchase as I didn't have a ********** plan in their system.My account online doesn't show that I have ********** and instead that page wants to sell me another plan. I haven't received any mail physical or electronic to show that I have a ********** plan aside from being charged ***** monthly for it. Essentially I am being charged monthly for a service I cannot use. I reached out to Petco for assistance and to cancel my ********** Plan they emailed back Case#******** and that is it, it's been almost 2 weeks and I've heard nothing from them.

  Business Response

  Date: 01/17/2023

  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the ********** Plan. We are sorry to hear about your experience.
  
  Your complaint was shared with our upper management to ensure that this will be addressed accordingly. We have been notified that theres no membership plan under your name nor the information you provided on this complaint. It is also possible that the plan was under different information. If you could provide other information which the plan might have been registered under, that would be helpful.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ***

• Initial Complaint

  Date:01/10/2023

  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 asked to speak to the Manager of the grooming department at Petco and received a call back from the general manager. Our dog has been groomed by this facility monthly for over three years. The general manager told me my dog was not aggressive and did not do anything aggressive, but because I was speaking about what I thought to be an unjust service decision, he banned our dog and when I escalated the complaint, without Petco researching all sides, sent an email inferring our dog was a danger to groomers and banned her from all Petco facilities nationwide. I know what a kind and gentle dog we have, and I can provide various types of proof to that effect, but because I exercised my right to complain about a service, the General Manager and Petco have taken steps to slander the character of our dog to include all Petco facilities nationwide, as well as a local veterinarians office. At this point, I am not sure if that is even where the slander of our dogs character will end. This behavior has gone far past that of poor customer service; it has caused harm to our dogs character and her record.I would like the ban on our dog lifted from all Petco facilities nationwide, and an email (clearing Oreos character of any indication she is a problem or aggressive dog) sent to me and to any other facility and/or vets office to which Petco has provided this slanderous information regarding Oreo.

  Business Response

  Date: 01/17/2023

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about your experience with our Grooming Salon.
  
  Your complaint was shared with our upper management to ensure that this will be addressed accordingly. We have received a confirmation that one of our Corporate Supervisors contacted and emailed you. It was explained that you have not been banned. You have been referred from our salons. Since it was not safe to perform the service you requested. Our team enforced this and recommended to go to a vet that has resources that could safely perform the services you need.
  
  Petco associates truly have your pet's best interest in mind. If a groomer feels that providing a grooming service to your pet will cause undue stress or harm, we will support them in their decision to refer a customer's pet to a veterinarian. Each groomer in every location is advised to use this discretion as your pet's health and best interest is always our concern.
  
  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. 
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ***