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

  1215 Broadway #D Chula Vista, CA 91911

• 

  Petco Animal Supplies Inc

  9745 Mission Gorge Rd Santee, CA 92071

• 

  Petco Animal Supplies Inc

  8290 Mira Mesa Blvd San Diego, CA 92126

• 

  Petco Animal Supplies Inc

  1000 W Valley Pkwy Escondido, CA 92025

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:12/05/2022

  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 took my dog there to be groomed , I paid extra for them to cut her nails and THEY DID NOT CUT HER ******** paid almost $70 for a grooming and the nails was supposed to be included, but they did not render the service and now the refuse to give me my money back. I asked to speak with a manager and he yelled and told me they do not give refunds.

  Business Response

  Date: 12/12/2022

  Dear *********************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with our *************** at ***** Halsted St. We are sorry for the inconvenience and frustrations this has caused.
  
  We have forwarded your complaint to the appropriate department to ensure that this will be addressed accordingly. *****, the General Manager of the *** confirmed that it was explained to that the dog does not do well during the nail trims and they would try to cut the dogs nails but as our policy if the dog starts showing signs of aggressive behavior or gets too stressed during the groom then we are to stop the groom. All of the groom was completed except for the nails. The groomer attempted to trim the nails( trimmed 2 nails) but per the notes the dog started thrashing on the table and it could not be completed.She also added that she contacted you and explained the safety of your dog is our top priority and offered you a full refund and apologized for the inconvenience. 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
  **********************, ****

• Initial Complaint

  Date:12/05/2022

  Type:Sales and Advertising 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 Black Friday 2022, I made a purchase at Petco. The offer was a $30 store credit with a $100 purchase of tidy cats litter. I made a purchase for $110. 28. I received the litter but not the rebate. I have called the company twice.

  Business Response

  Date: 12/06/2022

  Dear *********************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concerns with the online promotion. 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.
  
  We have received a confirmation that the promotion code was sent to you on 12/5/2022 9:18 AM. Please check your email and if you still havent received it, please feel free to call Petco.com Customer Relations directly at **************.  
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

  Customer Answer

  Date: 12/06/2022

  
  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:12/04/2022

  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 previously ordered a microchip feeder for one of my pets through Petco. This item was $180 so I used Klarna because this was my first time seeing ****** offered through Petco. I wanted to give it a try since my purchase was expensive. I received my item later than expected. I hadnt used the item due to moving so this entire time it was still closed in the shipping box up until being asked to open it at the store when attempting to make a return. I chose to return the item because between the time of ordering and receiving the item I lost my job and needed to recuperate money for my bills. first attempt, I went to my local Petco to do an in store return as instructed by ******. However, per the local manager, they are not aware of how to process ****** returns. I was their first one. Petco stores only return store credit, original card and:or Apple Pay. This was unsuccessful because ****** does not give a card # like Affirm does so I couldnt even add it to Apple Pay to use. Also, Klarna requires a receipt # to confirm you completed the return but Petco can only provide that to the methods stated above. So I couldnt just leave my item there because that wouldnt register as a return to anyone. Second attempt, I called Petco for help and was told to ship back the item to a provided address. I asked if I could receive a shipping label because I cannot afford the return fee since I was returning the original item for money back. The rep stated they will submit a request to their manager and reach out. Weeks later (Petco knowing they have a strict 30 day return window), still no update. I reached out to Petco again where they stated they had no record of an escalation; I need to pay to ship the item back and that they cannot guarantee the return would even be accepted since already late. I asked for another escalation. One week later I received an email from an escalation team telling me the same thing. Without resolution, ****** resumed withdrawing the payments.

  Business Response

  Date: 12/07/2022

  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.
  
  Return labels can only be issued 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. If returning merchandise for any other reason, you are required to pay shipping charges to petco.com. However as one time courtesy, we will be sending you a prepaid return label that you can use to ship the product back. You will receive it via email in ********************************************* our facility, we will make another exemption and process refund to the original mode of payment. 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 **************.
  
  Thank you for your time.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****
  

• Initial Complaint

  Date:12/04/2022

  Type:Sales and Advertising 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.

  Petco ran a hoilday promotion where customers would receive $30 off a future purchase after spending $100. I qualified for this promotion, received the coupon code and planned to redeem it. The terms of the promotion say you cannot combine it with other promotional terms. I was looking to purchase frozen raw pet food, which is only available for Buy Online, Pick Up In Store. Petco has an evergreen discount for Buy Online, Pick Up In Store, and there is no way to remove it from your cart, making my coupon worthless. I spent over an hour speaking and chatting with Petco today to try and resolve the issue and they were not able to solve the problem. I believe that their highly resctrictive terms, and terrible technology combined to make a terrible customer experience that is borderline fraudulant. I would greatly appreciate the BBB's help in resolving this. Thank You.

  Business Response

  Date: 12/12/2022

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

  Customer Answer

  Date: 12/12/2022

  
  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:12/04/2022

  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.

  I placed an order on 11/25, order number *************** during the spend $100 and get a $30 promo code for future purchase event. I made a purchase which sub-totaled over $100 after a 20% discount for picking up the order, which I verified with Petcos chat representatives prior to placing the order that I would still get the $30 coupon code even with using the 20% off and they said I would still get it. I have not received the promo code and customer service now tells me on 12/4 that my order did not qualify because I had already received the 20% off. The terms and conditions of the promotion, do not state that you would be ineligible for the promo code if your order was placed using a promotion code. There is one line which the customer service are using to explain my ineligibility which states Promotion Code cannot be redistributed or used in combination with any other offer or online promotion code. This language however is stating that upon use of the promo code for $30 off, you cannot use any other promotions, it does not apply to what customer service is stating which is that you cant earn the promo code for the $30 off while using other promotions. I have also been drug on by multiple other chat representatives from the time of 11/27 to 12/4 by being told there where issues with the promotion system and that the reason I hadnt received the promotion code was because the system was having issues issuing them and did not tell me at all that I was not eligible for the promotion. We also placed a 2nd order under my wifes account which we are having the same a issue with. Her order number is ***************. We only want the two $30 coupon codes we should be receiving otherwise we will just return all the product we purchased which we have still not opened yet. Thank you.

  Business Response

  Date: 12/12/2022

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

  Customer Answer

  Date: 12/12/2022

  Thank you for the update, please keep me informed as to what the resolution is.

  The most frustrating thing about this entire ordeal has been the different information and answers we receive when communicating with your chat customer service. Prior to 12/4 we were just repeatedly told that the coupon codes were late being sent out. Then on 12/4 being told by representative "Marly R" that we didn't meet the terms of the promotion and that we wouldn't be receiving it, and then I have chatted since on 12/5 with "********* A" and again on 12/8 with "****************" who both confirmed we qualified for the promotion and should have received the email with the coupon code but were not sure why I had not received the email.

   

  Please let me know what can be done about this. Thank you.
  

  Business Response

  Date: 12/14/2022

  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 have received a confirmation that the $30 coupon code of 30OFF100-8O7VC was sent to your email address ********************** on 11/25/2022. We assure you that proper coaching will be done to all associate/s involved. We will do an extensive internal investigation into your customer service experience to ensure everyone is getting the experience they deserve and which Petco prides itself in. We have to reluctantly say it was a less than par experience on many levels for you and for that we are truly sorry. We are addressing all these issues on our end. If we can be of any further assistance, please feel free call Petco.com Customer Relations directly at **************.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****
  

  Customer Answer

  Date: 12/16/2022

  
  Better Business Bureau:
  
  Although I have to state that this resolution took FAR too many hops that I as a customer had to jump through to get what I was supposed to get, I can confirm that it is resolved. I hope that you do actually properly train your employees to ensure they all know what the correct course of action is, and in my opinion you should take disciplinary action against your chat customer rep ****** R as he was very unprofessional and rude in his communications regarding this manner.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:12/03/2022

  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.

  Petco put out a promotion during Black Friday. Receive a $30 coupon per transaction when you spend $100 worth of qualifying purchases. After they received my business, over a $1000 worth of pet food, Im being told in writing (online chat) that I will receive the other two $30.00 coupons. Direct quote, You have my word. She lied. I did not receive the coupons via email. Made 2 time consuming calls to Petco. I was told that they would escalate my complaint. I provided the customer agent with a copy of the coupon via email. Received a call from Petcos premiere customer service. Because I missed their phone call, I was told to return their call. I prefer all communication to be done in writing. I called Petco premiere customer service and the recorded message stated that they were busy helping other customers and to leave a message along with a Call back number. I complied and left my phone number and they will return my call within 24 - 48 hours AFTER their promotion has started. Again, I will not be glued to my phone waiting for Petco customer service to return my call. Contacted Petco Online chat the following day. More time consuming Gaslighting. This time ** being told that the coupon states one coupon per household. Theres just one problem with that. I have a copy of the coupon. Out of OVER 12 transactions, only three are qualifying purchases. I was issued one $30.00 coupon. Can you imagine a large Corporation giving me grief over $60.00? Im just making an educated guess that its just not Me and that Petco owes a lot of their customers a $30 coupon per transaction.The coupon clearly states, receive one $30 coupon for each $100.00 transaction. Perhaps Petco meant one coupon per household, but thats not what the coupon states. This is an ongoing issue with Petco not following through on their promotions. To put out a coupon (a promotion) during Black Friday to lure customers away from their competitors is unforgivable.

  Business Response

  Date: 12/07/2022

  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 received a confirmation that your concern was already handled by one of our Corporate Supervisors. An electronic giftcard amounting to $60.00 was issued as replacement for the promotion that you did not receive. We hope this serves to make up for our mistake. Thank you so much for bringing this issue to our attention, as it helps us improve our service to ensure we dont make the same mistakes. We value your business and hope to provide better products and services to you in the future.
  
  Thank you for your time.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****
  

• Initial Complaint

  Date:12/02/2022

  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.

  Yesterday, I took my 1 yo golden doodle to get groomed. She hadnt been groomed since August so I knew of the matting on the back of her head and chest. I spent a good amount of time explaining to the worker of what I wanted and how I wanted her cut. I told her that I wanted her cut short but if the matted sections needed shaved, to not make it obvious and she could shave those spots. I was told that it would only be an hour to an hour and a half wait. I waited almost 3 hours to receive a phone call to come get my dog and that she was ready. When I arrive and after I pay, I am met with my fully shaven dog. This was not what I asked for and should have been notified if they needed to shave her. She also has razor bumps on the insides of her legs and on her stomach and was very traumatized after her experience at Petco for grooming.

  Business Response

  Date: 12/08/2022

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with one of our ******** Centers.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:12/01/2022

  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.

  Pals Rewards #********* My account with Petco pays rewards.Petco has failed to reward my account for Vet visits upwards of $680 reward points. Additionally, reward points applied to my orders disappear and are then lost by the system.

  Business Response

  Date: 12/06/2022

  Dear *********************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concerns with the Pals Rewards Program. We are sorry to hear that your experience was not entirely positive.
  
  To assist you, we have reviewed your transaction history and have confirmed that ALL of your ************* visits were manually credited on your account. Also,pals rewards that were used on a cancelled order will not be credited automatically.Customers have to call Customer Relations to get them added manually. If you have placed an order and was unsuccessful in redeeming your Pals rewards, kindly send us the order number so we can make it right. Regarding the pals rewards expiration period, please note that Petco has reserved the right to modify the program and its Terms and Conditions at any time, which includes the Pals Rewards expiration date. We hope we have answered 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.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

  Customer Answer

  Date: 12/06/2022

  Will you sends me an accounting of the Thrive manual rewards? I do not have a record of these being awarded. Were these awards redeemed and when? I will research and send the loss reward orders.  Thank you for your consideration.

  Business Response

  Date: 12/13/2022

  Dear *********************************,
  
  This communication is in response to your rebuttal with Better Business Bureau case # ********.
  
  We have attached the list of coupons that were awarded to your account and your Thrive transactions. If you need 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
  **********************, ****

• Initial Complaint

  Date:12/01/2022

  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 ordered what is comic cat tree from Petco and they say that it was delivered and I still haven't gotten it and I will not ever deal with Petco again and I went to have my package or my money back

  Business Response

  Date: 12/06/2022

  Dear *******************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with you recent online order. 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.
  
  Checking the status, the package was delivered by *** on 11/29/2022 at 3:05 P.M. with tracking # 1ZW933W40321066401. Since the address showing on the tracking details matches the shipping address in your order information, we have filed a trace for the lost package. Please be advised that the investigation may take up to 8 business. However to assist you, we have now issued a refund amounting to $73.91.
  
  We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. 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.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

• Initial Complaint

  Date:12/01/2022

  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 have contacted OSHA, 311 and ******************************. Please help us! We have been going to upper management and corporate for over a year. There is rats seen all day, rat urine on dog food bags being sold to customers, rat f**** falling from the ceiling all over the store including in the surgical suite in the vet clinic and the public bathrooms have such a strong smell of ammonia that anyone that walks in there gets nauseous and it ***** their eyes. The vet on staff has recently had a kidney infection due to avoiding going to the restroom and the staff are restricting water intake to avoid using the bathroom. Customers have seen rats fall from the ceiling and have video taped rats running around the store.

  Business Response

  Date: 12/07/2022

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

  Customer Answer

  Date: 12/10/2022

  the ceiling tiles were replaced which helps with the smell but there is still rat f**** visible on the ground.

  Business Response

  Date: 12/16/2022

  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.
  
  The General Manager of the *** has confirmed that your concern has been escalated to the proper department for handling. Should you wish to get further details on this, you may contact him directly at ************. Your feedback is highly appreciated and we want to thank you for taking the time to reach out to us about your thoughts.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****