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:12/26/2022

  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.

  Im requesting a refund of the capstar order. The capstar did nothing. It did not kill the fleas.

  Business Response

  Date: 12/28/2022

  Dear *****************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry for the inconvenience you experienced with one of our products.
  
  As per policy, returns without a receipt or made after 30 days are not eligible for return or exchange. Petco also reserves the right to limit returns regardless of receipt.  This return policy is posted on Petco.com. You may check the policy by clicking this link https://www.petco.com/returns.However, to assist you, we have processed a full refund amounting to $31.51. The refund may reflect within 2-3 business days depending on your Bank Terms and Conditions.
  
  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.
  
  Thanks for your time.
  
  Sincerely,
  Corporate Customer Relations
  **********************, Inc.
  
  

• Initial Complaint

  Date:12/22/2022

  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.

  I purchased the Puppy Complete Package on August 9, 2022. It consists of 3 different classes. Puppy 1, 2 & adult training. We only completed the first class. . I purchased it because of the instructor *****************************. I liked the way she helped me train my puppy. The trainer ******************************* is no longer employed by Petco. Therefore I want my money back. I do not want any of the other I instructors. I also dont like that their policies changed and they no longer allow the puppies to interact off leash. I requested a refund and as told it was over 30 days. After complaining they agreed to give me a store credit. That is unacceptable. I want my money back so I can have **** train my dog. The remainder due back including tax is $268.71. Please help me get my money back. I wont ever shop in Petco again, so a credit does me no good whatsoever. Thank you, *************************

  Business Response

  Date: 12/29/2022

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the Dog Training Class. 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:12/19/2022

  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 went to Petco in **** today to return two bags of food that I bought less than 30 days ago and were unopened.I gave them all the details but the store manager ?******" refused to issue the refund.I asked her to look up the policy online, but she said she doesn't have to because the online stuff isn't accurate. I don't think this is true and felt she was rude and not willing to help. I've always bought all my items at Petco plus used the grooming service many times. This was the last time I'm using this company I still want my refund, however I will be moving shortly and only have two days left to return the items.

  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:12/18/2022

  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.

  Company falsely avertises same day delivery with no option to switch to pick up the next day to get food picked up sooner. Ordered on website and it clearly stated order in the next x minutes for same day delivery. I ordered within that time frame and did not receive it. Had to go after pet ** closing to buy food for my dogs from a grocery store. Called and was unable to change my order or cancel it.

  Business Response

  Date: 12/20/2022

  Dear *****************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your recent online order. Please accept our sincerest apology for any inconvenience this has caused you.
  
  To assist you, we have reviewed our records and found that your order was delivered on Sun, Dec 18 at 4:26PM. Unfortunately, your order was delayed due to an unexpected volume from our logistics partner but we are doing everything we can to ensure our customers will experience no further complications. We will also be sending you an electronic gift card worth $15.00. We hope that this will lessen some of the negativity surrounding this experience.
  
  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.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****
  

• Initial Complaint

  Date:12/12/2022

  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.

  For the last several months Petco has been charging my card for an autoship. Then several days later I get an email from Petco advising my order has been cancelled. On several occasions they have been sent the prescription from my vet. They say they cancel the order because they don't have approval. They have a written prescription which my vet emailed and I have emailed on several occasions. Charging my card with no intention of shipping the prescription is fraud. They keeps stating they are faxing approval from my vet, but I have told them on several occasions, my vet does not have a fax for this. They need to either email or call. Not even sure why this is necessary as they have a written script. I also need to find out what I need to do to let federal officials know of the fraud that is being committed by this company

  Business Response

  Date: 12/18/2022

  Dear *****************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your recent online order. We are sorry to hear about your experience.
  
  A copy of your complaint was shared with our upper management to ensure that this will be addressed accordingly. We have received a confirmation that the 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:12/11/2022

  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 was subjected to discrimination due to my Race (Asian) and Ancestry (Chinese) on or around December 9, 2021, I placed an order online with Petco for pick up. Upon my arrival, I was subjected to racial slurs including being called ''********************'' which sounds as same as''*********************'' an offensive term for Chinese. My online profile is ********************* in Petcos system. I spoke with the Assistant Manager (name ******) and provided him the evidence. At that time, I provided him the name on the order form that was completed by the employee, named *****. He checked their system tried to find same order number with same name but they couldnt. They apologized to me and stated the situation will be investigated. They also indicated that someone would reach out to me, but I never heard back. I believe I was subjected to racial discrimination due to my Race (Asian) and Ancestry (Chinese) due to the comment on the order form. To my knowledge, no action has been taken nor have I been contacted regarding a resolution.

  Business Response

  Date: 12/18/2022

  Dear *******************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry to hear about your experience.
  
  We have received a confirmation that your concern is being handled by our Legal Team. The investigation is ongoing and they are reviewing your concern. As soon as they have more information, they will contact you. Again, we sincerely apologize for any issues this may have caused.  
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

• Initial Complaint

  Date:12/09/2022

  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 purchased several cat items/toys in the ********** location. One of the cat toys was impossible to open, nobody could open it to insert the batteries. Even the reviews on Petco's website for the product: https://www.petco.com/shop/en/petcostore/product/our-pets-bird-in-a-cage-electronic-cat-toy#reviews are full of one star reviews because of this. I took it back into the Clovis location for a refund, but because I did not have my original receipt, they would not even offer me a store credit. They now have up paper signs that say no returns without receipt. But these signs were not up when I made my purchase. They said the store manager also denied an exception. I wrote to customer service and had several exchanges, but they also denied my request for a return/refund.

  Business Response

  Date: 12/13/2022

  Dear *********************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry for the inconvenience you experienced in trying to return the product.
  
  As per policy, returns without a receipt or made after 30 days are not eligible for return or exchange. Petco also reserves the right to limit returns regardless of receipt.  This return policy is posted on Petco.com. You may check the policy by clicking this link https://www.petco.com/returns.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
  **********************, ****

  Customer Answer

  Date: 12/13/2022

  The business changed policies but should be bound to the policies in place when the purchase was made. Also, how can a return be made within 30 days without a receipt? I was told no receipt, no return. 

  Business Response

  Date: 12/18/2022

  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 how frustrating this can be, and we regret that you had this experience. It is not our intention to cause inconvenience to our customers and we hope for your understanding on this matter. Your feedback is highly appreciated and we want to thank you for taking the time to reach out to us about your thoughts. If we can be of any further assistance, please feel free to reply to this communication or call Petco Customer Relations directly at **************.
  
  Thanks for your time.
  
  Sincerely,
  Corporate Customer Relations
  **********************, Inc.
  
  

• Initial Complaint

  Date:12/06/2022

  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.

  For Black Friday 2022, Petco offered a $30 coupon for qualifying purchases over $100. On 11/25/22 I placed an order (#***************) for 3 cases of cat food that indicated it qualified for this promotion (copy of sale page attached). The total for the 3 cases of cat food was $131.97 +tax ($43.99 per case). The promotion indicated that the $30 coupon would be emailed within 2 days. When I did not receive the coupon as expected, I called Petco customer service on 12/1/22 and was told there was a programming problem which delayed issuing the $30 coupons, but this would be resolved that day. If I did not receive a coupon by email, I should contact Petco again. My credit card was charged for 1 case of cat food on 12/1/22, and for 2 cases on 12/2/22. On 12/5/22 Petco notified me that they canceled 2 cases from my order--no reason was given. By altering my order, Petco made me ineligible for their $30 promotion. A single case of cat food was delivered on 12/6/22. I contacted Petco **************** ************** on **/6/** and ultimately spoke to *****, a supervisor in the Premier Support for Petco ***** She explained that 2 cases of cat food had been canceled from my order due to supply issues. Even though it was Petco that canceled the cases from my order, that change made me ineligible for the $30 coupon since I was no longer spending the required $100. I suggested to ***** two options 1) to email me the $30 coupon as should have been received had the order not been altered by Petco, or, 2) apply a discount of 30 percent to the single case of cat food I received as this would reflect the savings offered by their coupon. ***** apologized, but told me she was unable to do either of these things, and that there was nothing she could offer as compensation. She also made it clear that I had taken this as far as possible in trying to reach a resolution with Petco. This experience has proven a very deceptive sales tactic by Petco.

  Business Response

  Date: 12/13/2022

  Dear ***************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the online promotion. We are sorry to hear about your experience.
  
  We have confirmed that part of your order # *************** have been cancelled due to the product being out of stock. Please be advised that we do everything possible to ensure that the products 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. While we are unable to honor the promotion at this time since your order did not meet the promotion terms, we will be sending you a $30 Electronic Giftcard as one time courtesy. This will be sent to you in a separate cover. We hope that we have resolved your concern to your satisfaction. If you have any further concerns with your order, please do not hesitate to contact us at **************. We will be more than happy to assist you.
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

  Customer Answer

  Date: 12/13/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The business has emailed a gift card, I consider this complaint resolved.
  
  Regards,
  
  ***************
  
   
  

• Initial Complaint

  Date:12/06/2022

  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.

  I purchased a $39.99 jacket for my pet as a gift for Christmas. We recently tried it on our dog, but unfortunately it was too large. I went into the store to exchange it for a smaller size, but we were told that that it was two days past the 30 day return date. The item was still in the bag, on the hanger, with the tags on it, was not used and I had the original receipt. I understand not refunding my money, but not allowing an exchange is ridiculous. I spoke with the manager and was told that corporate locked their computers for returns or exchanges at the 30 day **** and they couldn't override it. I called customer service and spent 30 minutes explaining the situation. I was told they would escalate my complaint to the supervisor and I would receive a call back. After three days, I called back to ask when to expect a call and was told that policy was 30 days but someone would call me back within 24 hours. I even reached out via their ******** page and was only given a link to the policy. The policy itself is on the back of the receipt and is so small it is difficult to read. Extremely poor customer service with no resolution.

  Business Response

  Date: 12/12/2022

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with our *************** at *****************************. We are sorry for the inconvenience and frustrations this has caused.
  
  Your complaint to the appropriate department to ensure that this will be addressed accordingly. *********, the General Manager of the *** confirmed that she had spoken with you and resolved the issue. If we can be of any further assistance, please feel free to reply to this communication or call Petco.com Customer Relations directly at **************.
  
  Thanks for your time.
  
  Sincerely,
  Corporate Customer Relations
  **********************, ****

• Initial Complaint

  Date:12/05/2022

  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.

  Bought 2 dog collars at the st ******* location, they were too big. Receive a discount. The greenfield location is refusing to honor the discount and exchange them like for like.

  Business Response

  Date: 12/12/2022

  Dear ******* *****,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with our *************** at ****************************************. We are sorry for the inconvenience and frustrations this has caused.
  
  Your complaint to the appropriate department to ensure that this will be addressed accordingly. ******, the General Manager of the *** confirmed that he got in contact with you and they are going return the product with an option of exchanging the item for a bigger size with a price match. We hope that we have addressed your concern to your satisfaction. If we can be of any further assistance, please feel free to reply to this communication or call Petco.com Customer Relations directly at **************.
  
  Thanks for your time.
  
  Sincerely,
  Corporate Customer Relations
  **********************, ****