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:11/22/2022

  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.

  Petco.com cancelled an order and did not subsequently credit my gift card appropriately. i found out from their gift card division that the company only credits credit cards on cancelled purchases, and would not have given me a refund for this purchase solely on the fact that a gift card was used for remittance. i find this to be an unethical practice, and would like for them to review my account history because they have cancelled orders in the past. This is an unethical practice to defraud gift card holders of funds.

  Business Response

  Date: 11/28/2022

  Dear *********************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your cancelled 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.
  
  If a cancelled order was paid using a gift card, a refund will not be automatically processed to the same card. It needs to be manually added or an electronic gift card will be issued instead. It will be sent to the email address used in placing the order. To assist you, we have reviewed your account and have confirmed that only 1 order was placed under ************************ $50.49 was manually returned to the same card by the representative you spoken with on 11/22. 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 for your time.
  
  Warm Regards,
  Corporate Customer Relations
  **********************, ****
  

• Initial Complaint

  Date:11/22/2022

  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.

  I received the attached email from Petco. The email said that the Litter Genie Cat Litter Disposal System and refill cartridges were 50% off. If I ordered them on Sunday, November 20, I would get an additional 20% off, I clicked to order the refill cartridges and the price displayed was 50% off. However, when I clicked on the link for the additional 20% off, the amount changed to 15% off. I called Petco about the difference in price. The customer service rep didn't seem to understand the issue. After telling him the same thing for several minutes, he said that if I placed the order with him, he could get me 20% off. But, when he tried to order the refills, the price changed to 40% off. I told him the correct discount displayed on the website, but he told me I could only get 40% off, not 50%. I told him this was a bait and switch and that I was going to file a complaint with the BBB...of course, he was clueless as to what bait and switch meant and BBB.

  Business Response

  Date: 11/28/2022

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the online promotion for ********************* Refill Cartridge for Cat Litter Disposal System. 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 can confirm the 50% off promotion for the said item is valid however, we could not verify the validity of the additional 20% off you mentioned on your complaint. You might be referring to the 20% off orders of $50+ when you buy online & pick up in-store! Discount applied in cart. In order to qualify for the buy online and pickup in-store discount, you must choose the "I'll Pick It Up"option, choose your store and add to your Shopping Cart. If the "I'll Pick It Up" option is not available, it is not available in stores.
  
  At this time, we recommend placing an order to get the 50% discount and well just process a refund for the additional 20% discount. You may respond to this email after you placed the order so we can process the adjustment.
  
  Please be assured that Petco is committed to customer service. We highly appreciate your feedback as it will assist us in becoming better at what we do. It is our goal to retain you as a satisfied customer.
  
  Thank you for your time.
  
  Warm Regards,
  Corporate Customer Relations
  **********************, ****
  

  Customer Answer

  Date: 11/29/2022

  
  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:11/19/2022

  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.

  This is a general complaint regarding Petco's rewards program. This program gives you better prices if you sign up (which is equivalent to selling your personal information to them). I assumed that I could ask for a "store card" at the register to still receive the advertised lower price without selling my personal information, but I was denied. In effect, Petco is forcing you to sell your personal information to get their advertised price, which I believe is an anti-competitive practice. I am asking that they stop this practice and allow all customers to receive their advertised price, regardless of whether they want to be in a rewards program or not.

  Business Response

  Date: 11/24/2022

  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 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:11/17/2022

  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.

  Vetco clinic made an error in my prescription - I brought a German ******* for vaccinations (70lb+). I received a prescription for a dog up to 25lbs that I didnt find out about the error until my heartworm medication prescribed for my pet was declined. I was told that even though its Vetcos error, I needed to bring my pet in again as it couldnt be adjusted over the phone. I then had to make a second appt to confirm my pets weight. I did go in again. I asked for Interceptor Plus as my brand of heartworm medicine. They,again, gave me the wrong prescription. I called, after countless times being transferred and chatting, I was told Id have to bring my pet in a THIRD time to adjust my prescription. Again, errors on your part. I decided to settle for the brand prescribed to make it easier, and I was initially given 50% off my first repeat order. Since my order was canceled, I didnt receive the promotion and I was told Id have to contact petco to manually receive the discount. I have feverishly contacted your call and chat center, asked for follow up, and received no resolution. I keep being asked to provide proof (which I gave screenshots) and I am still being told I have to escalate despite my efforts to do just that. I have asked your reps via chat, including GlazeBianca M and GleisaMae, to fix this or escalate. Both have left me on long wait times and no resolution. Each of the 3 times I have asked for a call back, they contacted the wrong phone number despite asking me for a call back number. I have spent numerous days and hours trying to resolve this, as my pet continues to be behind on her medication solely due to your clerical errors. At this point,I am requesting that send a 12month supply of her heartworm medicine FREE of charge, or you can reimburse me for my time in taking my pet multiple times to see my pet to fix your clerical errors, after which I still didnt receive my correct perception of interceptor plus with 50% off for first repeat delivery.

  Business Response

  Date: 11/24/2022

  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your recent Rx order. 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 their end.
  
  To assist you, we have reviewed your account and confirmed that an order # ************** was placed for HGDP-DOG HTGD+ CH ******# **PK (SKU *******). The agent you chatted with already processed a partial refund on your account amounting to $75.00. Your credit card will only be charged amounting to $51.99. Please wait for the order to be fulfilled/shipped out for you to see the actual charges on your account.
  
  Thanks again for bringing this issue to our attention, and please dont hesitate to contact us directly with any other concerns you may have.
  
  Sincerely,
  Corporate Customer Relations
  **********************, Inc.
  
  
  

• Initial Complaint

  Date:11/17/2022

  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.

  Made purchase in store- my fish died - I have no use for the aquatic supplies I purchased. This was in May. Unfortunately life got in the way. I visited a location near me to do either a return or exchange for credit and they said they would not do anything. This is supposedly store policy. Two weeks later I finally just called corporate the girl that answered the phone at first said yes after 30 days credit and then she said go to the store again- and maybe they will, maybe they wont give a credit. Receipts avail upon request. This isnt right-

  Business Response

  Date: 11/24/2022

  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 products you purchased.
  
  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.While we are unable to honor your return request at this time due to the time lapsed, we will be sending you an electronic gift card amounting to $20.00 that you can use in-store or online. It will be sent to you in separate cover. You may keep or donate the items that youre trying to return. 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 **************.
  
  Thanks for your time.
  
  Sincerely,
  Corporate Customer Relations
  **********************, Inc.
  
  
  

  Customer Answer

  Date: 11/24/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although it is half of what I paid- I guess its better than nothing. It is store policy which I cannot argue, Im unsure of their reasoning- while may be valid- I will be cautious and possibly go to a competitor, honestly? Thank you both, BBB & Petco for helping
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:11/12/2022

  Type:Billing 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 visited Vetco Total Care at ******, ** today for cat neuter. They did the anesthesia for my cats before the required examination. Two weeks ago, I brought my cat to this hospital to finish the pre-neuter check. They told me that they can do the neuter for the cryptorchid cat (my cat is cryptorchid). However, they did nothing only anesthesia for my cat today. The procedure is totally unacceptable. And I believe that the procedure is illegal. And they also double charged me for several items.

  Business Response

  Date: 11/17/2022

  Dear ***********,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the Vetco Total Care in ******, **. 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 they have more information, they 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
  **********************, ****

  Customer Answer

  Date: 11/18/2022

  
  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,
  
  Weiteng Qiu
  
   
  

• Initial Complaint

  Date:11/10/2022

  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.

  We were talked into signing up for the ********** program. We were told it was $20/mo. It was not clarified that this was by pet so the total really came to $50/mo. When we realized I reached out to cancel the plan, 1st month, no rewards used and were told that we are locked into a year plan and there was nothing they would do about it.

  Business Response

  Date: 11/14/2022

  Dear ***********************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the ********** Plan. Were sorry you received the wrong information about your ********** memberships.
  
  To assist you, we went ahead and cancelled all three memberships for Jax, ******,and Smokey. You should see cancellation emails for all three pets in your inbox shortly. 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.
  
  Sincerely,
  
  ****************
  Corporate Office Customer Relations
  **********************, ***

  Customer Answer

  Date: 11/14/2022

  
  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:11/09/2022

  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 a bearded dragon about two weeks ago from a Petco I was told that there is a warranty on the animal and that there should be no health issues I introduced this animal into my home for my kids who really wanted one and they got extremely attached last night we were all sitting watching them play and I went in to feed him later on that night and he was dead I went crazy looking for the receipt and then I realized I never was given one I called into the store and spoke to a manager and they told me that without a receipt theres nothing they can do I explained that I didnt realize I wasnt given one was just given some thing that tells you about the other dragons and that I think they forgot to give me the receipt because I still had everything together from when I bought him I remember coming home and just putting him into the tank im putting that flyer on the side thinking about the receipt was inside well theyve been completely unhelpful and it is not fair that I am being punished because I wasnt given the proper documentation that I needed when purchasing the pet now I have to deal with losing out on all the money I spent on him as well as dealing with explaining this to my kids because I couldnt even get another one to exchange him I just dont think that you should give a warrantee if theres no way to look up a product or tell somebody if theres a problem theres no questions asked will take them back and then tell me that Im basically Out Of luck and that hundred bucks that I spent is in the toilet along with the enclosure and everything else I bought if I had it for a few months thats one thing but I only had him for two weeks

  Business Response

  Date: 11/16/2022

  Dear *********************************,
  
  Our office has received a letter from BBB regarding the complaint ID ******** you have filed against one of our ******** Centers.We are currently working on the issue however, the location of the store involved was not indicated on the letter. We sent email communications to get this information. However, as of this email, we havent heard back from you.Kindly provide us the exact address of the ******** Center that you have visited for us to conduct further investigation. We look forward for your response with the needed information.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****

• Initial Complaint

  Date:11/09/2022

  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.

  For over 1 month Petco has been claiming multiple times that they have processed the refund for the items *********************** Blue Gingham Dog Collar, Small SKU:3252001 and **************************** Vintage Stripe Envelope Dog Bed, 36" L X 30" W SKU:3257506 from Order number: ************** however after waiting the 3-5 business days it turns out the refund was never processed. I have copies of multiple emails where Petco claims to have refunded these items which I paid for and never received. I would like the $136.07 that Petco keeps claiming to be refunding to actually be refunded.

  Business Response

  Date: 11/16/2022

  Dear ***********,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your online order. We are sorry to hear about your experience.
  
  We have confirmed that one of our Corporate Supervisors is already handling your case. Your concern has been escalated to our IT Department and we received a confirmation that the issue has been fixed. The refund may reflect within 2-3 business days depending on your Bank Terms and Conditions. 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:11/09/2022

  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.

  Petcos website states "Easy Returns Free Returns to Store Return by Mail Our return policy is simple if you are not 100% satisfied with your purchase, you can return it to any of our Petco or Unleashed by Petco stores or to one of our petco.com warehouses within 30 days of purchase." This statement is also posted on chechout counter. Two days after making a purchase, I attempted to return/exchange a defected toy with my receipt at hand. The lady at the register told me they couldn't return the item and refused to assist me. She told me it was against store policy. I pointed out what the website and the counter sign return policy stated, and she continued to say it was against store policy. I asked her for a document that could show me where the return policy said the item couldn't be returned, and she said it didn't exist. I was dumbfounded by this false advertising displayed by Petco.

  Business Response

  Date: 11/17/2022

  Dear *****************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry to hear about your experience in trying to return an item.
  
  A copy of your complaint was shared with our upper management to ensure that this will be addressed accordingly. We have received a confirmation from the General Manager that he called and left a message to talk about the toy and your shopping experience. He added that they would do the return and gave information to call him back at Center St Petco. Please be assured that Petco is committed to customer service. We highly appreciate your feedback as it will assist us in becoming better at what we do. It is our goal to retain you as a satisfied customer.
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

  Customer Answer

  Date: 11/22/2022

  I have reached out to numerous managers and customer service folks and have been told I would receive a call back and haven't. So much of my time has been wasted trying to get an item returned within the return policy available on the petco website and on the store counter without am explanation as to why this is such an issue. I would like my time reimbursed on top of the return handled.

  Business Response

  Date: 11/24/2022

  Dear *****************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern. We are deeply troubled that this issue has caused so much distress to you, our valued customer, and have looked into your complaint.
  
  We have been informed that one of our managers contacted you to assist you with the return and was also advised that your bank gave you back the transaction amount of $118.93 with Transaction # ****. Again, we sincerely apologize for all the inconvenience we have caused you. If we can be of any assistance,please feel free to call Petco Customer Relations at **************.
  
  Thank you for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****