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:01/09/2023

  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.

  This complaint is referencing a BBB complaint I initially filed on 11/07/2022. This company NEVER honored what I stated I wanted in the following complaint #********. I have been waiting FOR WEEKS for ******* who is the District Manager for Petco in the Southeast region where the complaint occurred for the Petco Buckhead and ****************** stores. ******* told me that she was going to follow up with me and the last time she called me was on November 16, 2022. SHE NEVER FOLLOWED UP!!!! This company is still charging me monthly for ********** when they are supposed to be crediting me monthly for one year. That is what I agreed to and ******* knows this. Petco closed complaint #******** without giving me the year of ********** credit. I am re-filing this complaint because Petco has FAILED to give me the year of ********** and closed complaint #********, KNOWING THAT THEY NEVER FOLLOWED UP AS PROMISED OR HONORED WHAT I REQUESTED. Stop playing games and give me what was promised. This is beyond disgusting and sickening....to ignore a customer and pretend that you honored what I requested, KNOWING darn well that you lied and closed my initial complaint: #********. I want this complaint reopened and it should not be closed until I receive the year of **********. Anything other than that is Petco lying and covering up their responsibility to honor what I said would be a resolution. This is a very dishonest and shady company. Fix this mess, *******.

  Business Response

  Date: 01/15/2023

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ********.We are truly sorry about your ongoing disappointment on the issue.
  
  We have reopened your case and share it with our upper management to ensure that this will be addressed accordingly. We have received a confirmation that they will reinvestigate your concern. As soon as we have more information, we will contact you. Again, we sincerely apologize for any issues this may have caused however, please continue to stand by as we are coordinating with the proper department to resolve.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  

  Customer Answer

  Date: 01/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution needs to be resolved with Petco honoring the one year of vital care credit to my account. I will continue to file subsequent complaints until this credit is placed on my account. It is very disappointing and unfortunate I had to refile another complaint in order to have my concerns addressed. My consumer confidence and faith in Petco has been severely tarnished. Each time I have to file a complaint or follow-up to this complaint, it justs proves the level of unprofessionalism I've had to endure. My dog is injured, lies are told about how he got injured, another store tells a lie that I spoke foul language with no proof that it even occured, I speak to ******* and she promises to follow up, and fails to do so...and my complaint being closed without being resolved. I no longer trust anything said to me by Petco. I want what was requested. I don't need excuses...just the year of Petco as I requested.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:01/09/2023

  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.

  The store is in ******, **. I showed up to the store at 730 pm to pick up some fish after driving 90 minutes one way to get there for special order fish. They had already locked the doors. I called the store to REPEATEDLY get hung up on. I was hung up on 5 times before anyone even said anything. I was told I could only come in if there was an emergency. I was then told they were closed. I said are you not open until 8? And he told me they closed early and immediately HUNG UP again. I called the corporate number to be transferred back to the store by the agent.I want to be compensated for my time and frustration regarding this matter.

  Business Response

  Date: 01/15/2023

  Dear *************************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with our one of our ******** Centers. We are sorry to hear about your experience.
  
  A copy of your complaint was shared with the upper management to ensure that this will be addressed accordingly. We have received a confirmation that the General Manager that hse had spoken with you regarding this issue. She also added that she will continue to monitor the progress of this concern until it is resolved to your satisfaction. Should you have additional questions/concerns,you may contact her at ************** and provide case # ********for reference.Please know that we take these issues seriously every time they are brought to our attention.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  

• Initial Complaint

  Date:01/09/2023

  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.

  I solely purchase my dog's food from Petco and I have for many years. I recently attempted to log into my Petco App and was told I had no account. I called Petco customer service where they informed me that my "husband" "****************" ( I am married, ****** is my maiden name) had contacted Petco to change the log in information. The address that this scammer used was an address that never once belonged to me. Petco essentially locked me out of my own account, and let some scammer have full run. Luckily I caught them before the purchase was made, but there was a cart full of items for a small dog (my dog is a 200 pound Saint *******). All customer service offered me was to "change my email". I told them no one was authorized to make changes on the account except for me. I am disgusted with their lack of security, and I do feel what they did was illegal.

  Business Response

  Date: 01/11/2023

  Dear *************************************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry to hear about your experience with your Petco.com account.
  
  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 you have spoken with one of our Corporate Supervisors. It was added that our Privacy team will remove your information from Petco.com and start over and create a new account with a new email. We have also removed your payment wallet for Paypal on your old email address with Petco.com for security measure. Once you have the new account set up, we will be placing an alert on your account to advise no one may change the email or details without verifying your phone number. If you have additional concerns, please do not hesitate to contact us back or email ***************************************** for assistance.
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

• Initial Complaint

  Date:01/08/2023

  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.

  Purchased a cage from Petco in Sept 2022. This was an MPets Voyager XXL (2 door).3 months later, my 25lb puppy (10 month old mini-golden doodle) of very limited use, ate through the poor construction and cut herself. This cage is definitely not suitable for crating, even an 10 month old puppy. I reached out to PetCo regarding our purchase (account *************************** and was told its beyond the 30 days and absolutely nothing they can do. I asked for the contact of both PetCo corporate and the manufacturer. Was given a phone number with a +31 country code (***********); researching this number on ****** it only brought up a "Global Pets' contact. Based on this website, I reached out to ****************** almost instant reply from him to reach out to *****************'s been a week and no response from the manufacturer - so my only contact is the company I purchased this cage from. After multiple attempts at communicating - still NO help; not even a refund or discount on another crate (at the very least!). They even wouldn't cancel my petco account without a ****************. This company has lost our loyalty and business. I tried to post a review with these pictures on two different occasions (obvious 1 star) - and both have yet to post in over 3 days.

  Business Response

  Date: 01/11/2023

  Dear *******************************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry to hear that the cage you purchased from ** did not meet your quality expectation.
  
  As per policy, returns without a receipt or made after 30 days are not eligible for return or exchange. While we are unable to process refund to the original mode of payment at this time due to the purchase date, we will be processing an electronic gift card amounting to $95.00 as a refund for the product. This will be sent to you via email. This gift card has no expiration and can be used online or in-store. We hope that 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 **************.
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

  Customer Answer

  Date: 01/12/2023

  
  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:01/07/2023

  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 ordered same day delivery from them. on their page it said they guaranteed delivery by 6:30 p.m. if I ordered by a certain time. In which I did. I relied on this guarantee for the food to be delivered so my dogs would have food for the next morning. I came home after the pet store had already closed so I had no opportunity to go there and the food is still not been delivered by midnight. When I contacted Petco all they said was that my order would arrive by 9:00 p.m. today which is over 24 hours later and that the Dasher would text me when they were ready. The same response I got the day before. When you are guaranteed delivery by a certain time on a certain day when you order and pay extra for same day delivery you expect it to happen. And I relied on it. Not to be told that it'll arrive 36 hours later after I guarantee that it would arrive in 5.

  Business Response

  Date: 01/10/2023

  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.
  
  We understand the urgency of getting the items that you ordered and we sincerely apologize for the delay. It appears that the delay was due to the unexpected volume of deliveries in the couriers hub. However, rest assured that you have not been charged any shipping fee for the same day delivery. We have also confirmed that your package was delivered the next day.
  
  As a token of our apology, we will be sending you a $50 electronic gift card that you use both online and in-store and it has no expiration. You will receive this in a separate cover. 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 **************.  
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ***
  

• Initial Complaint

  Date:12/31/2022

  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 ordered live animals (fish and crabs) on Petco on December 17. When I placed my order, it said that I would receive it on Tuesday, 20 Dec. On the 19th it had not shipped I became very concerned so I called Petco and they told me that they had no idea when it would be shipping but when it did ship I will get confirmation. Of course I did not receive my order on the 20th. Two days later, I contacted customer service again via chat. I was told that it had not shipped. But when it did I would be notified. I explained to customer service that I was going to be leaving town, and if they could not give me a ship date, I need to cancel the order. Because this is a live animal order. It must be shipped overnight and someone must be at the residence to receive it. I was told that I cant cancel it and they still did not have any shipping information for me on Monday, December 26 almost 10 days after I ordered these fish they still have not shipped. I contacted customer service again to let them know I am not in town I will not be there to receive the order. It had not shipped. And I wanted to cancel it. I was told that this time I could cancel the order , I was told that it would take two days to appear on my account and that I would receive a full refund. The very next morning the order shipped I called them to tell them I was not home and could not receive the order and I was told that the order was never canceled. They basically called me a liar and told me that I never asked to cancel the order and I would be getting nothing from them. I have never been spoken to so poorly by any customer service team not just buy one person at Petco by multiple because I wasnt home I had to have my brother drive 45 minutes to retrieve these fish off of my front porch , he told me the two fish had survive but all the crabs were dead so then all I was trying to do was get a refund on the dead crabs still not knowing if the fish will survive and they are refusing to respond.

  Business Response

  Date: 01/04/2023

  
  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your recent online order. We completely understand your frustration about not arriving at a resolution even after contacting our support center regarding your order concern. Please accept our sincerest apology for any inconvenience this has caused you.
  
  To assist you, we have processed refund amounting to $64.94 for the dead crabs.The refund may reflect within 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.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

• Initial Complaint

  Date:12/30/2022

  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.

  Dear ********************: Since we have been customers, Petco has been accepting online purchased items at the physical store return, with the online return at the customer's expense. We have had only the option to return items at the physical store because mail returning's cost is on us. When we return to the store, we get a store merchandise card. This is very inconvenient since we only purchase online. And as a result, we have more than $1500 in store credit. Our most important request is for Petco to credit these store merchandise cards to Petcos online gift cards, or to refund to our credit card. When we returned some merchandise to the nearest store the manager was very kind, but she said she could not switch the merchandise card to a gift card due to system rejection. We do not want to use in store merchandise cards since we only purchase online because it is far more convenient. Recently Petco started the " Return with Returnmates" option but only for those living in CA or around that area, offering to even pick up returning items from customer's homes. This made us very upset. We live in VA and have a bundle of store merchandise cards that we can only use by physically going to the store. We cannot use them online any more. Not only that, we had to pay returning dog prescription food with our expenses recently. We have been loyally purchasing at Petco since ****, but always we receive refund for returning is store merchandise card. As a result, we have total $1500-$2000 or more store credit in more than 20 year customer purchase history. We want ********************** to change those merchandise cards to online no expiration gift card, otherwise we want Petco to refund equivalent cards amount to our credit card at this time. Also, from now on we would like Petco to issue gift cards that can be used on-line. Petco's service should be the same to royal customers but not like this: only some areas in the nation wide can get privilege.

  Business Response

  Date: 01/06/2023

  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the online return policy. We are sorry to hear about your experience.
  
  Our policy states that if the return is the result of an incorrect shipment petco.com or defective product, we will refund merchandise and shipping charges to your credit card. You dont have to return the product to the local store.However, if returning merchandise for any other reason, you are required to pay shipping charges. Also, you will be refunded to the original mode of payment if you return products to your local store within the guarantee period and with a valid receipt.
  
  Per policy, we dont convert Merchandise Card to Electronic Gift Card. However, well check what we can do to help you. Please provide us the all the Merchandise Cards #s that you have so we can check on our end. Well be sending you a separate email for your security and you can respond to that email with the merchandise card #s.
  
  Thank you again for contacting Petco.
  
  Warm ****************************************** Customer Relations
  **********************, Inc

• Initial Complaint

  Date:12/30/2022

  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.

  Petco has a rewards program for a free bag of dog food after 7 purchases, the 8th bag being free. On 2 separate occasions I have chatted online because my purchases are not being recorded. Today they are telling me they can't add my purchases. I should have already earned a free bag. Also there regular rewards programs is not accurately working either.

  Business Response

  Date: 01/02/2023

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the Nutrition Perk Program. We are sorry to hear about your experience.
  
  We have been notified that one of our Corporate Supervisors had spoken with you and resolved your concern. An electronic giftcard amounting to $100 was processed and sent to your email address. 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
  **********************, ***
  

• Initial Complaint

  Date:12/26/2022

  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.

  Sadly went to ur *******, ** location since I was in the area and needed last minute dog food. To my surprise a hand written sign stating they were closing at 5pm? Numerous store managers, unsure why this is a constant problem at this location. It's always dirty with empty shelves like its going out of business.

  Business Response

  Date: 12/29/2022

  Dear ************************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your local **************** 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.
  
  A copy of your complaint was shared with our upper management to ensure that this will be addressed accordingly. ******, the General manager of the store confirmed that he had spoken with you regarding the issue. He apologized and explained that over the last 4 months they have been transitioning leadership and the crew. He further added that just after Christmas they would expect to be low in stock on several categories and he apologized that it didn't meet your standards. He did ask to give them another shot in a few weeks after they get re-stocked. It is our hope that you give us another opportunity to delight you with excellent service in the future. In any case, we thank you again for contacting Petco and for your time. Your feedback has provided an opportunity for us to become a better company. 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.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

  Customer Answer

  Date: 12/29/2022

  we can agree to disagree.This has been ongoing at this location almost a year that I can remember. Ill stick to Petsmart!

  Business Response

  Date: 01/03/2023

  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 know that when we disappoint you, it will take time to restore your trust in us. It is our hope that you give us another opportunity to delight you with excellent customer service in the future. In any case, we thank you again for contacting Petco and for your time. Your feedback has provided an opportunity for us to become a better company. 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
  **********************, Inc.
  
  

• Initial Complaint

  Date:12/26/2022

  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 placed an order at 3:33 PM CST online with them and the payment was processed as I received a receipt from PayPal and ***** notified me they took my money. I look in my email for a confirmation and to see about delivery time at 4:45PM only to not find an email. I call and a representative says they cant see the order or the transaction. And then says its too late to get same day delivery, leaving me with no money and no pet food. I asked for someone to help me and they escaped the call. I was told nothing could be done but it would be investigated in ************************************************************************************************************* anything to help. Horrible business procedures, so unprofessional. I have been a loyal customer for years. I will no longer be shopping here and I am going to tell everyone how my money was taken AND there was apparently nothing that could be done, disgusting business practices.

  Business Response

  Date: 12/29/2022

  Dear *******************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding the charge on your Paypal account. 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 reviewed our records and found that our Paypal specialist is unable to locate an order associated with the $42.49 charge on your PayPal account ******************* thus, we have issued a refund on 12/27. Please see refund details below for your reference:
  
  Payment refunded to *******************************
  December 27, 2022 at 10:47:15 AM PST
  Transaction ID: 9G8365283J870071L
  Payment Status: COMPLETED
  Gross amount
  -$42.49 USD
  
  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.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****