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:10/10/2022

  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.

  This complaint is about the subscription plan Petco provides called *********** First of all, the plan requires one year commitment and only allows subscribers to cancel within one year when their pets die. Secondly, the credits (Pals Rewards) that are issued monthly don't get refunded when a customer cancels the order bought with the credits. Third, they have recently changed their terms and conditions to shorten the expiration dates when the credits (Pals Rewards) are issued every month from 45 days to 30 days. Since consumers are basically paying for those credits, I did not find it fair that Petco can change their policies without receiving the consent from the plan subscribers first. Plus, they would still not allow plan subscribers to cancel even if they don't agree to the changes to the terms and conditions.

  Business Response

  Date: 10/17/2022

  
  Dear *******************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the ********** Plan. We are sorry to hear about your experience.
  
  Per Program Terms and Conditions, Petco reserves the right to cancel or modify the Subscription and/or any of these ********** Terms at any time, including,without limitation, to modify the applicable monthly Subscription fee, to modify benefits included, and/or to change benefit fulfillment processes, after your initial month. Petco has provided you with notice of any change in the applicable monthly Subscription fee. Since you do not agree with the change, we have cancelled your subscription per your request. Also Pals rewards will not be automatically credited back to your account if your order has been cancelled or returned. You will need to contact us via phone or email so we can assist you. We have reviewed your account and manually added these rewards. These have been loaded and can be used on your next purchase. Regarding the expiration period, please note 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 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:10/07/2022

  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.

  Took my golden retriever to be groomed at Petco store number #*** on 9/16/22. ******** was the groomer.I paid $143.99 and she trimmed his feet, cut his nails, trimmed little underneath his chest. Attempted to do the feathers on one leg. I had to get her to redo his nails, because she forgot his dew claws.She was supposed to cut around his ears, under his ears, round out the rear, cut his tail at an angle and round out the front. I asked for VIP, found out he could not tolerate their blow dryers because he will not go in a crate. So I agreed to take him home wet and bring him back, which I did.

  Business Response

  Date: 10/13/2022

  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: 10/13/2022

  It has been over a month, which is plenty of time to 

  respond with more than well get with upper management.

  Business Response

  Date: 10/19/2022

  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 forwarded your concerns to the appropriate upper management to ensure that our findings are accurate. *****, the General Manager confirmed that she reached out to you on 9/19 and you stated that you were deathly ill and could not speak with her. Should you wish to discuss this further, you may contact her at ************ and provide case # ******** for reference. We hope you start feeling better soon.  Please know that we take these issues seriously every time they are brought to our attention.
  
  Thank you again for contacting Petco.
  
  
  Sincerely,
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have two separate complaints about the PetCo mobile app and customer service. The mobile app has an feature called Nutrition Perks, a tally system that tracks purchases of bags of dry dog or cat food. Every 9 bags you buy, you get the 10th bag free. The PetCo app was showing the dates of type of qualifying purchases. On 9/10/2022 I placed an order for a) 4 bags to be delivered to my house, and purchased b) 2 other bags in a store. All of these purchases were under my PetCo customer loyalty account. On 9/18/2022 I purchased c) another bag in store. The a) 4 bags I purchased online on 9/10/22 and the c) one bag I purchased in store on 9/18/2022 are not showing up as qualifying purchases towards the Nutrition Perk. The b) two bags purchased in-store on 9/10/2022 are showing **. I was in contact with PetCo customer service multiple times between 9/24/22-9/29/2022, and was told they were sending the case to their back end to look into. On 9/26/2022 I received an email from PetCo customer service stating that the missing tallies would appear within 48hours. They have not appeared. On 9/30/22, I received another email stating the same thing. The 5 missing tallies have still not appeared.During my first contact with PetCo **************** I was told to uninstall then reinstall the app. After I did that, I checked my user account information and my name, phone number and address were changed to another person living in ***********. That person in *******, ** contacted me with a screenshot of her account information in the PetCo app and their name, address and phone number were changed to mine. I live in Long Island, **. Her pets were also transferred to my account and my pet was transferred to hers. We both contacted PetCo on 9/25/2022 and were told they resolved it and everything would reflect within 48 hours. On 10/1, the person in ******* let me know my name and address is still showing ** in her account, and our pets are still linked to the other person's account.

  Business Response

  Date: 10/11/2022

  DearJennifer Gorozdi,
  
  This communication is in response to your Better Business Bureau case # ******** regarding concern with the missing punches on your mobile app. Please accept our apologies for the undue stress this has caused you.
  
  
  As previously advised, its not within our power to add/transfer missing punches. However,to assist you we will send you an electronic gift card amounting to $22.00 which is the average cost of the qualifying dog food purchases as one time courtesy. Please note that your progress bar will not be reset to zero. This electronic gift card will be sent to you in 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.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ***
  

• Initial Complaint

  Date:10/03/2022

  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 9/29/22 I took my dog to get groomed at Petco in *********. There was an accident and she was cut and transported to a Petco location with a veterinary. When I was called all the lady was able to tell me was that she was not a veterinarian and that they would be calling me to let me know her condition or that I could call them. My husband drove to the location and someone told him she was ok and it was just a ****. After he left they called me so I could give them permission to do surgery. The wound was on her arm and her skin was hanging off. I didnt get an apology over the phone or when I went to pick her up. They just handed her to me like youre welcome, heres your dog. Her arm looks a mess from the procedure and her entire chest is swollen, red, and very bruised! She is 14 years old and we have never experienced anything like this before. She is a calm old dog, and she is going through this sad recovery from this traumatic experience.

  Business Response

  Date: 10/11/2022

  DearMaricela Day,
  
  This communication is in response to your Better Business Bureau case # ******** regarding the incident that happened in our *************** at **************************************. Please accept our apologies for the undue stress this incident has caused and we hope your pet is feeling better when upon receiving this response.
  
  You case has been turned over to the upper management of the *** for handling.We have been informed that the management has been with you all throughout the surgery and follow up vet visit on 10/4/2022. They have confirmed that the situation has been handled and addressed.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ***
  

  Customer Answer

  Date: 10/12/2022

  So, basically Petco gets to say that they are sorry and glad that my pet is recovering while we are currently dealing with the effects from their negligence. My dog is depressed and fearful. She spends her days away from us and in the room, and shes scared of people. Petco paid for the cost of my dogs physical harm, and now we are supposed to accept it and deal with what our dog is going through because they paid and did their part. None of this seems fair. Paying for the cost of your mistake and then closing this case because you did your part does not seem ethically or morally fair for a big corporation like Petco. 

  Business Response

  Date: 10/18/2022

  Dear ********************,
  
  This communication is in response to your rebuttal with Better Business Bureau case # ********.  We are truly sorry about your ongoing disappointment on the issue.
  
  There are many causes of depression in dogs. ****s age and severe dental disease or arthritis could be one of the causes. We strongly recommend a vet treatment or for **** to be seen by a heart specialist as previously recommended and noted by the vet. While we have done our due diligence at the time of incident and follow up vet visit, we will be sending you a $30 Electronic Gift Card that you can use to purchase ****s treats. We hope that this will lessen some of the negativity surrounding this experience. We are confident that **** will bounce back within a few days to a few months with just a little extra TLC. Keep her engaged and reward her when she shows signs of happiness.
  
  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.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ***
  

  Customer Answer

  Date: 10/21/2022

  Dear Petco,
  I am in disbelief that you guys have sent me possible reasons as to why my dog is depressed. My dog was absolutely fine prior to her procedure and experience with you. Had she shown signs of depression prior to this, I would take into consideration your advice. Its a shame that you have turned my dogs response to this traumatic experience into something that has nothing to do with your wrong doing. Its heartbreaking to see that this type of deflecting is coming from a place that is supposed to cater to and love pets.

   

  ******** Day

• Initial Complaint

  Date:10/03/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Petco sent me a used item and will not process a refund despite it being a clear quality control issue. Poor customer experience.

  Business Response

  Date: 10/05/2022

  Dear ***************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your recent online order. We are sorry to hear that the item you purchased from us did not meet your expectation.
  
  We have checked your order and have confirmed that this was placed on 8/22/2022 and we were only notified about the condition of the product 38 days after it was delivered. As per policy, returns without a receipt or made after 30 days are not eligible for return or exchange. However,to assist you, we will be processing $15 Electronic Gift Card which will be sent to you in a separate cover. This will serve as a refund and you may discard the product that you received. 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 for your time.
  
  Warm Regards,
  Corporate Customer Relations
  **********************, ****

  Customer Answer

  Date: 10/06/2022

  
  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:09/29/2022

  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 a 20 year old daughter that works at a local Petco here in ****************. We just learned from her that the head honchos of the Petco company want employees to sell at least 7 or more ********** packages within a week to customers. How can you force a customer to purchase something when they may not need it and or use it? And why is it that employees may be terminated over this, if they do not follow this company's new rule/policy? Is this actually legal for a company to do to force people out of a job by either a write-up and or termination, when everybody needs a job in these trying times? My daughter is not the only one, but as a parent, I am willing to speak on my daughter's behalf to have the main Petco headquarters investigated on why they are forcing their employees to selling something to a customer that they don't want? As times are tough, no one can afford another 20+ a month. I find this to be rather unfair, and I would like it to be completely investigated with a response back, if you can reach out by email. I'm leaving my daughter's name out of this, as she does not want it disclosed.

  Business Response

  Date: 10/06/2022

  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.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ***

• Initial Complaint

  Date:09/29/2022

  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 am having problems with using Petco.com in general and for my repeat deliveries. Between my husband and I we have had to make at least 4 different accounts and now we cannot get in to any of them. I also stopped getting petco rewards even though I spend hundreds and hundreds of dollars per month. we use the same passwords all the time, yet now non of the passwords work and password reset is not sending us any reset emails. I get a lot of error messages when trying to sign in and when trying to get password reset. I tried to resolve this via chat and it was just taking way too long because they were helping multiple customers, so I told the rep I would just call instead. When I called, the representative actually ghosted me on the line because she did not want to deal with the issue. The line was still open and she just quit saying anything. SO, what I would like is for someone who has authority and multiple ways of finding accounts to help me in locating all the accounts I have so I can get into them, and manage my repeat deliveries.

  Business Response

  Date: 10/04/2022

  Dear ***************************,
  
  Our office has received a letter from BBB with complaint ID ******** regarding you Petco.com account. The email to reset your password has been sent to *********************************** Follow the link and directions to successfully reset your password. Please allow up to two minutes to receive your temporary password. Be sure to add Petco to your address book so our emails make it to your inbox or check your spam folder. Let us know if this works by responding to the email we sent you. 
  
  Thank you for your time.
  
  Warm Regards,
  Corporate Customer Relations
  **********************, ***

• Initial Complaint

  Date:09/26/2022

  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.

  An employee went into my account and disabled it. I can no longer schedule grooming appointments through my account.

  Business Response

  Date: 10/03/2022

  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ********  regarding your concern with our online booking system. 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: 10/03/2022

  The companys employee ******* the grooming manager did this to my account. She did the same thing to my wifes account.

• Initial Complaint

  Date:09/25/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Seeking full refund in the amount of $55.25 in the form of a Credit to my **** ending in **** or a check in said amount payable to **** will NOT accept a Petco gift card. As I have repeatedly explained to several Petco employees, I no longer have a pet. Their Petco gift card is useless to me. On July 12, 2021 entered agreement with Petco ********** for a variety of benefits, one of which being FREE 8th bag of dry dog or cat food.On March 30, 2022 I purchased my 8th bag of dry dog food and paid, with discounts and tax, $55.25, Petco online Transaction #R13278373. This purchase is to be free according to the Petco ********** agreement.I called Petco customer relations on September 11th with the request to be reimbursed for the 8th bag of dry dog food, and they denied my request. After escalating my call to a supervisor they said they would call me back. On September 12th I received a call from customer relations and they again denied my request. At that point I further escalated my request. That subsequent supervisor said she would return my call in ***** hours. To date, no one has called me since then. Instead, on September 16, 2022 I received an email from ************************************* with subject line: Your Petco case #********.However, even in providing this reference number to you, I have no proof of what they are defining the details of my "case". The messages are terse and incomplete with content.

  Business Response

  Date: 09/28/2022

  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 requested one of our Corporate Supervisors to review your concern and we have been informed that a full refund has been issued. It was also explained that this is currently not our policy to refund an order for the Nutrition Perks app based program- the perk program is actually not part of ***** care of which provides other services and discounts for nutrition. All Nutrition perks program details all located within the Petco app and we showed you were issued the coupon to use and it expired and not activated to use which is why you were charged for the order.
  
  Nutrition perks is  free to opt in for any of our guests' on our Petco app and once the coupon loads in the app you may redeem for the average pre-tax spend towards the 8th bag for customers enrolled before September 1st 2022, we are going to extend the refund to you for the last order in the amount of  *****. Please allow 5 to 7 business days for this to post back to the card used on the order.
  
  If you have any further concerns, please do not hesitate to contact us again by email or phone toll-free at **************. We will be more than happy to assist you.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****

  Customer Answer

  Date: 09/28/2022

  
  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:09/24/2022

  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 had wellness cat food coupons. they clearly state they can be combined on a purchase. I was buying a case of cat food and the cashier scanned 1 it worked. it would not allow her to scan the other 2. the manager refused to help . She barely looked at the coupons and would not do anything to adjust the purchase so i could redeem my coupons. I called customer service and was told a manager would contact me. never happened. so i emailed no one replied. i called in again and no one has contacted me. since then i had an exchange that was for unopened canned food, same brand and size just different flavor the employee at waterworks in ********** ** said the register said it was over return date which it was within 30 days. manager unavailable. The cashiers always have hold *** and issues with registers and managers do not care or help. I have been ignored, and wasted my time, gas and energy. Now apparently my money too because my cat did not like a flavor so i wanted to exchange it but nope their new return policy is unfair.

  Business Response

  Date: 09/30/2022

  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.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****

  Customer Answer

  Date: 10/03/2022

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