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 Road San Diego, CA 92121-2270

• 

  Petco Animal Supplies Inc

  2510 Jamacha Rd El Cajon, CA 92019

• 

  Petco Animal Supplies Inc

  13375 Poway Rd Poway, CA 92064

• 

  Petco Animal Supplies Inc

  520 Hacienda Dr Vista, CA 92083

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:11/07/2022

  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 scheduled a grooming appointment at the *******, ** store for 8:30 am on November 7, 2022. I showed up on time and there was no one there and the store had a signed saying grooming hours were 9:00 am to 8:00 pm. I tried calling the store to see why I had been schedule for an 8:30 am appointment if they were not going to be open. I left a voicemail since no one was there to answer, it is now the evening of the same day and no one has returned my call. Also that morning I called their customer service 800 number on their website. The person who answered simply put me on hold for five minutes to call the same store number I had called, even though I had already told him that they had not answered me call due to being closed. After five minutes, he came back on to tell me I was correct and that they were closed. I again emphasized I was calling to see why I had been given an appointment when they weren't open, he had no answers. He said he was transferring me to a supervisor but instead the call was just disconnected. Between the ***** minute drive to and from my home to the store, I wasted about an hour of time today for nothing. I looked online and they are still allowing appointments to be booked at this store for 8:30 am and 8:45 am on several days over the next two weeks. At every level today they have demonstrated a complete lack of customer service and I am still awaiting some type of explanation as to why they are doing business this way.

  Business Response

  Date: 11/14/2022

  Dear *********************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your negative experience with the grooming appointment system. It is with great regret and concern that we received your complaint detailing your frustration. Words cannot express how truly sorry we are for the inconvenience this has caused.
  
  Your complaint was shared with the upper management to ensure that this will be addressed accordingly. ***, the General Manager of the *************** confirmed that he tried calling you but was only able to leave a voice mail. A scheduling error occurred because they don't have the groomer that was previously posted into that time slot twelve weeks ago. Schedule was completely empty the previous evening, so store team was unaware of the overnight booking.MTM has been validated through week 52 for alignment with the posted hours. We will also be giving you $20 worth of Pals rewards that you can use on your next groom. These coupons are valid for 30 days and can be used online or in-store. We know that this will not be enough for the inconvenience you have experienced;however, we are hoping that you will accept and give us the chance to serve you better in the future. We are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in us.
  
  Again, we apologize for the inconvenience. Please know that we take these issues seriously every time they are brought to our attention.
  
  Sincerely,
  Corporate Customer Relations
  **********************, ****

• Initial Complaint

  Date:11/07/2022

  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.

  On 10/18/22, I received a text notification that my pet's grooming appointment was rescheduled for 15 minutes earlier, there was no call or follow-up at that time. I left a voicemail informing them the appointment needed to be changed back to the original time. Hours later, I receive a phone call from the ****************** manager, stating that there was an error in the system that sent out the message. I've been scheduling appointments and have never had an issue with appointments "rescheduling" themselves as this manager alleged today. There seems to be a practice of the staff lying to customers and thinking customers just believe anything they tell them. I repeated the appointment needed to be rescheduled when she interrupts me (which she did several times). She states that I'm being rude and I tell her I have no idea what she is talking about because she's the one interrupting me. Once I have the opportunity to say I need the appointment to be rescheduled, she says yes, then immediately after she said yes, she informs me that she's cancelling the appointment because none of the groomers "feel comfortable" grooming my dog. I called customer service and filed a complaint, requesting to speak with the District Manager. No one followed up with my pet being injured at the Petco Buckhead location in September so I made sure I requested to speak to leadership again because I've had two severely negative experiences at the two locations. The very next day, the same manager I spoke with the day before pretends that she did not speak to me yesterday, after stating several times that she was the only manager on duty yesterday and she KNEW she spoke to me. Again, the District Manager did not call to address my concerns with this location. No one should tolerate or accept the level of rudeness, unprofessionalism, apathy, lack of care about injuries THEY WERE CLEARLY responsible for (WITH NO DOUBT), and flat out lies these two store employees (staff and manager) both told.

  Business Response

  Date: 11/13/2022

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your negative experience in our ******** Centers at ****************** and ******************. Please accept our apologies for the undue stress this incident has caused.
  
  Your concerns have been escalated to the upper management of the store to ensure that this will be addressed accordingly. *******, the District General ****** confirmed that she had spoken with you and discussed these issues. She also added that the management has apologized for the incident several times, paid vet bill and offered a VIP grooming service at no charge. 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 call Petco.com Customer Relations directly at **************.
  
  Thank you again for contacting Petco.
  
  Sincerely,
  Corporate Office Customer Relations
  **********************, ***

  Customer Answer

  Date: 11/16/2022

  I do not appreciate Petco copying and pasting their responses regarding a separate BBB complaint as their response to this complaint.  ABSOLUTELY NO ONE from the ROSWELL STORE APOLOGIZED FOR  the unprofessional behavior, the false accusations from their staff and the BLATANT LIES THAT ****** THE STORE MANAGER told to me on October 18th and 19th.  This issue has NOT been resolved. When I spoke to *******, District Manager on November 8, ******* agreed to speak with me TODAY, November 16 and then she calls me twice on November 9..  Why would she do that? That makes entirely NO SENSE whatsoever. This issue is not resolved. I expect ******* to call me back and explain why she called me on a DAY THAT I DID NOT AGREE to speak to her, then copies and pastes this response as a resolution, when CLEARLY, WE WE WERE NOT DONE TALKING OR RESOLVING THIS ISSUE.  THIS IS TOTALLY UNACCEPTABLE AND HIGHLY UNPROFESSIONAL OF ******* TO DO THIS.

  Business Response

  Date: 11/23/2022

  Dear *************************,
  
  This communication is in response to your rebuttal with Better Business Bureau case # ********.  We want to sincerely apologize for the negative experience that you had with our customer service team. We understand that our team was not helpful in resolving your issue and didnt provide the level of service that youve come to expect.
  
  We take great pride in giving our 100% every day to provide fast and friendly service to every customer who calls, but in this instance, we failed. We do our best to train all of our associates on how to properly handle customers issues,but your concern was not handled properly. For that, we are extremely sorry.
  
  Your concern was brought to the attention of ******* who is the District General Manager for both locations. She will be in touch with you to further discuss your concern and provide resolution.
  
  We are always to improve our customer service, and your feedback is essential to that process.
  
  Thanks for your time.
  
  Sincerely,
  Corporate Customer Relations
  **********************, ***
  

  Customer Answer

  Date: 12/05/2022

  
  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, IF, AND ONLY IF ******* is able to provide the EXACT RESOLUTION I REQUESTED when I spoke to her on November 16, 2022.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:11/06/2022

  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.

  On Saturday October 15, 2022 shortly after 7:00PM my husband went into Petco (La Quinta Store) to purchase some live crickets and other items. As he was being rung up at the register he remembered he didnt purchase the live crickets and he let the cashier know. The cashier said no problem and charged him for the crickets and told him to wait on the side and an employee would get the crickets for him. My husband waited for 10 minutes, still no crickets and he let the cashier know, the cashier told him the girl was new and maybe thats why she was taking so long. My husband walked to where the live crickets and employee then walked past him with rubber gloves on (the only employee in the store wearing rubber gloves, what was she cleaning or doing prior?). She didnt get the crickets from the live bin but went to the back of the store in an employees only area where she couldnt be seen. She emerged out with the bag full of crickets still wearing the same rubber gloves. Left got home and fed our Chameleon by morning he was on the bottom of his cage dying a slow agonizing death that lasted 15 long hours. All the crickets from Petco were also dead on their backs. The crickets in the bottom of his cage that were from Petco also dead on their backs. I called to place a complaint and get corporates number. At the 14 day **** the Manager from store called back left VM, I called back within 4 hours she was gone. Left a message with employee. Received a call back on Monday 17 days since incident and she explained shes been busy at another store thats why she didnt respond sooner. She was very uncaring and sounded extremely irritated to even be making the call. Said employee was in gloves b/c sick that day in training. Accused my husband of lying when he said he noticed all the premade bags of crickets in the store were also dead. She said NOT TRUE the store stopped pre-bagging months ago. Petco KILLED our family PET and Does NOT CARE! Offered a $100 gift card for Petco.

  Business Response

  Date: 11/11/2022

  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 from the District General Manager 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: 11/14/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ************* ************, who is the District General Manager at Petco personally reached out to me directly even though hes on vacation. This man is such a great asset to Petco. He started off by offering his condolences regarding our family pet. His empathy and respect for our situation meant the world to us. He listened to what had transpired then went above and beyond to resolve my issue. I received a call today from *****************, that Petco has offered to give the funds in full for the replacement of my beautiful Panther Chameleon that sadly passed away. Im very happy and satisfied with this decision. I will continue to shop at Petco for all of my Pet ******* (Chameleon & Salt Water Fish) needs. I feel their customer service and the way ********************, handled my issue have surpassed my expectations and have given me faith in this company once again. THANK YOU to ************* ************, for your compassion and true genuine empathy for my situation. You are greatly appreciated and Im beyond grateful for YOU !!!!
  I will consider this complaint resolved in full. 
  
  Regards,
  *************************
  
   
  

• Initial Complaint

  Date:11/04/2022

  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.

  Placed an order early afternoon 11/4/22.Within an hour or so I contacted customer rep through the chat to inquire when I should expect delivery for my package, as if it was going to be longer than 2 or 3 days I would have to cancel due to my dog would be out of food by then. Rep in chat informed they were unable to assist me and I was not allowed to cancel my order.After having my time wasted I was then forced to call in and speak with a customer service agent, whom at first tried informing they could not guarantee cancellation of an order that had not even been shipped out, and only after I threatened to cancel my existing unrelated auto ship order did the rep offer to "see what he could do regarding cancelling the order I HAD JUST PLACED WHICH HAD NOT SHIPPED OUT." The rep then confirmed my order was cancelled, I would receive an email confirming such along with my funds being released back to my account within 24 hrs. That same rep informed they had also sent an email out to that specific department to ensure the cancellation would happen in a prompt manner, and this was after being told "orders typically take 2-3 days to process and ship out 3-5 days following." I was forced ti call back in AGAIN after receiving an email from Petco 3 hours after the rep had confirmed the cancellation,informing PETCO was no longer capable of cancelling, as there magically had been an assigned tracking number now initiated for a CANCELLED ORDER WHICH WAS COFIRMED 5 HRS EARLIER I then spoke to a "supervisor/team lead who informed "my order was in a status where the system would not allow it to be cancelled nor would a refund be issued and I can do whatever I wish to try and seek a resolution regarding an order which was already cancelled 5hours prior, and asked me to be patient so he can investiate the matter for the next 48 hours while holding onto my money.Petco=scam,customer service is a joke and people that do not complete requests as promised and cost me my time=unacceptable

  Business Response

  Date: 11/09/2022

  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 recent experience.
  
  Please note that we can only cancel an order if the cancellation option is still present which is available in just few minutes after an order was placed. We do not have an option to cancel the order once it has already been submitted in our system for processing.  However, to address your concern, we have requested one of our Corporate Supervisors to contact you and we were advised that they were unable to reach you. They have sent an email providing a call back number and they also processed a full refund for your order # **************. 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.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

  Customer Answer

  Date: 11/10/2022

  there was no phone call nor email received. Nor is prociding rhe numbwr for the same generic customer service phone number as a contacr numbwr for addressing concerns whej rhet were anything but helpful the first fuve tines u called and the first 3 hrs of my time that they wasted on false promises that were never honored. Funny how you think lying about a phone call that was never made and an email that was never sent is by many means an appropriate nor acceptable resolution. Youve costed me my time. Then continue to do so with further lies that i typically would not even waste my precious time acknowleding but its time the general public and consumers start holding corporate America, scamming companies like Petco, and their false, misleading, unoriginal responses to genuine BBB complaints accountable as being non genuine, lazy, half butted attempts to save their face. Lying is not a positive prelude nor foundation for building success. Last bag of dog food purchased from you had my 15 wk old puppy in the emergency room violently ill. 

  Business Response

  Date: 11/16/2022

  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.
  
  We have requested one of our Corporate Supervisors to reach out to you again to no avail. She had called twice and the phone rings a few times and disconnects her. If you have any spam or robo blocker it will do that. Please be advised that we have refunded the order per your request in this complaint. You may reach us back at ************- 6am to 6pm 7 days a week PST.
  This is an escalations phone line and any agent may assist, if all agents are on the line this may route you to voicemail.Please leave a message if this occurs and an agent will return your call.
  Please give case#******** for reference.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****

• Initial Complaint

  Date:11/03/2022

  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.

  On Sunday October 30th I had a schedule appointment at the *********** location for the ***** care services that I paid monthly for both of my dogs, it was for teeth brushing and nails trimming. EVERYTIME i go to this store with an appoinment they refuse my service by discrimation and lack of respect from the groomers. FIRST they dont acknolwedge you, they left me waiting 35 mins to them tell me they cannot do the service to my dog all because they are too busy and they couldnt not print beucase the printer jammed. Both of these groomers (******* and *****) especially ***** are disrepectul and speak in a degrading manner. I had asked for a manager and they said nobody was there on the weekend, I asked for the store manager and said nobody is here reschdule your appoinment. It is important to mentioned that the South Beach location is 10 mins from me however I have to go to other store because they cannot retain groomers and the current groomer does not work weekend of which is the only availability I have. I paid for a service that I am unable to get all because of the lack of staff retention and the groomers that are they feel they can pick and choose which pet to do services to which is a discrimination!

  Business Response

  Date: 11/08/2022

  Dear *******************,

  This communication is in response to your Better Business Bureau case # ******** regarding your negative experience in our *************** at *******************. We want to apologize for the rude behavior of our employees at our store. Their behavior was inexcusable, and we completely understand how upsetting it is when someone who should be serving you responds in such a disrespectful way.
  
  Your complaint was forwarded to our upper management to ensure that this will be addressed accordingly. ******, the General Manager confirmed that he had spoken with you and apologized regarding the issue. He did also explain that sometimes other pets could take a little longer but, they will make every effort to accommodate your pet in the future. Were also sending a $20 Electronic Gift Card for your next groom to make up for the inconvenience.
  
  Again, we are truly sorry that your experience did not live up to your expectations, but we look forward to providing a better one going forward. Thanks again for bringing this issue to our attention, and please dont hesitate to contact me directly with any other concerns you may have.
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, Inc

• Initial Complaint

  Date:11/02/2022

  Type:Customer Service 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 sold me a vital care service package that is billed monthly. Part of the service includes discounts on grooming, which is the main reason I have the service. I have a therapy dog that needs to be groomed before going to therapy dog visits. Now that I am paying for the service, I am no longer able to schedule appointments in the app. The app changes my password without notice, making it impossible for me to even login. **************** is not available to help me cancel the service when I am unable to schedule a grooming appointment. They have essentially sold me a service that worked well for a while, but since August I have not been able to schedule a grooming appointment, use the app, or cancel the service because the company requires you to speak to a specialized customer service rep, who works shorter hours and is less available than the regular customer service reps in order to cancel vital care. You cannot cancel the service through Petco proper, which is the way you purchased it. I feel like this is a bait and switch, and I would like to cancel the service that you have made it impossible for me to do on my own or by calling you. And also refund the service since August since you have made it impossible for me to use it since then.

  Business Response

  Date: 11/08/2022

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your vital care subscription. 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.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****
  

  Customer Answer

  Date: 11/10/2022

  
  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:11/01/2022

  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 took my dog to Vetco, due to anxiety, one accident of peeing on the couch, and drinking slightly more water for a couple of days to assess for an UTI. While there, they communicated that it was very serious, and she could have an incurable kidney disease that needed to be addressed immediately. They said that the results would be back within 24 hours. I ended up spending almost $200 in testing and exam fees. The next day, I waited until about 30 hours and called for results. They refused to give them to me, and told me it would be another 24 hours. I communicated that they had told me this was serious, and asked for the records to be sent to me immediately, and they refused. I called back 3 hours later, and was given the same run around. I was sent to a call center who refused to connect me with the actual location. I told them it felt like they increased my anxiety the day before to cause me to spend a significant amount of money in tests, and now that they have the results, they don't want to take 2 minutes to go over them with me, because they won't be making any more money. She was silent, and would not respond to me, and I finally had to hang up the phone. When I did finally get the results, I found out that they had falsified her chart information to state that she was having "multiple accidents all over the house" and "excessively drinking water." Those are things that I never reported. Her kidneys were completely fine. They didn't fully find an infection, but stated that one could be starting, and had me purchase a $60 antibiotic. I love my dog and will do whatever is needed to care for her, and I don't believe Vetco cares about her at all. They clearly showed that they only care about money. The only reason they did call me was because I told them we were on our way to stand in the lobby until they handed over the test results that I was fully entitled to have.

  Business Response

  Date: 11/01/2022

  We could not locate this guest account based off of the client information provided. We believe that this complaint is not related to services provided by Vetco ****************** and may be related to Vetco Total Care. Vetco ******************s only offers Vaccines and other preventative care services. BBB, please redirect this to the appropriate party.

  Business Response

  Date: 11/09/2022

  Dear ***************************** *********,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with our Vetco Total Care Clinic. 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.
  
  Your complaint was shared with the upper management of our *** clinics to ensure that this will be addressed accordingly. We have received a confirmation that the hospital team has reached out you and addressed your concerns.
  
  Please be assured that Petco and Vetco are 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.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****
  

• Initial Complaint

  Date:10/30/2022

  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 tried to order something online and it said it was 35% off the first order, when I tried to order it it would only give me 5%. I contacted customer service and was told they would give me a $10.00 pals credit. I realized I was logged in to my daughters account so I logged in to my own and contacted customer service again. This time I was told basically tough luck that it was a mistake and they wouldnt stand behind it. I got disconnected or possibly hung up on so I contacted them again and was told the same thing. I asked her about the credit I was offered and she said she reviewed my chat and I was never offered a credit, implying that I was a liar. I am very upset that not only is petco not standing by their advertised sales but then theyre rude about it. Im a 71 year old woman. I dont have to lie for a **** petco credit and I will definitely not be shopping there again.

  Business Response

  Date: 11/03/2022

  Dear *********************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the 35% promotion on Repeat Deliveries. We are truly sorry for the confusion and inconvenience this has caused.
  
  We have reviewed your concern and found that the reason why you are unable to take advantage of the 35% off on your first repeat delivery order is because the item (Purina) you are trying to order is part of the promotion restrictions. We have attached the Terms and Conditions for your reference. At this time, we recommend you place the order and we will just honor the promotion as one time courtesy by processing a refund. This will be calculated based on the order subtotal and maximum discount amount is $20. 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.
  
  Sincerely,
  
  ****************
  Corporate Office Customer Relations
  **********************, ****

  Customer Answer

  Date: 11/04/2022

  
  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:10/27/2022

  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.

  In July I ordered a case of Blue Buffalo Cat food from Petco online. I picked up the order from the **********, **. store. I have only about 5 cans left from the case of 24. Today, I opened a can and it was rotten. The expiration date is ****. I took this back to the ********** store but they would not exchange or refund since it is past their 30 day window. I was told to call the online store and they said the same thing, no exchanges or refunds after 30 days. I explained that there has to be an exception for cases where you buy a case of something as I can't open every can within 30 days to see if they are all good. Petco sold me a product that is rotten and unusable. This is also a quality and safety concern that such a problem could even happen and for a store to refuse to address it is unheard of Pictures of the receipt and the product are attached.

  Business Response

  Date: 11/02/2022

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau with case # ******** regarding your concern with the canned cat food. We are sorry to hear about your experience.
  
  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 refund request at this time, we have processed a $15 Electronic Gift Card to compensate for the defective cans. The eGC was sent to you in a separate cover. 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.
  
  ****************
  Corporate Office Customer Relations
  Petco Animal Supplies, ***

• Initial Complaint

  Date:10/27/2022

  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 am on auto delivery for carefresh bedding every month. My total bill for every month has been $92.61 for 5 bags. Today I went at my account to see if it was shipped out yet. I was shocked to see what this month's bill was - $148.96. What the heck. More than $10.00 + for a bag. That is nothing but greed. I looked at Amazon, Petsmart and Chewy and their price is $17.99 a bag. Why raise the amount so much higher when your competitors are much lower? Indeed I canceled my auto delivery but I want the credit back with the increase they gave me with no warning at all.

  Business Response

  Date: 11/01/2022

  Dear *********************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your repeat delivery order. We are sorry to hear about your experience.
  
  Please note that online prices are subject to change without prior notice. However,to assist you we have processed a refund amounting to $56.35. The refund may reflect within 2-3 business days depending on your Bank Terms and Conditions. If there are further issues that you would like to discuss, please reach out to our Repeat ************ Support Team at ************.
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***