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:09/22/2022

  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 have unsubscribed from there website several times, Have sent emails asking them to stop spamming me, Have asked them to stop on the phone, and they still send 1-3 emails a day! I believe this is being done because I ****** off the wrong person. I want them to stop sending me unnecessary emails.look at the email for 1 month!Petco Pals RewardsAug 2, 2022This message has been read Your Monthly Pals Rewards Statement49 k PetcoAug 3, 2022This message has been read Are you getting the best value on litter?121 k PetcoAug 4, 2022This message has been read Dont miss these August deals for your cat.124 k PetcoAug 6, 2022This message has been read Your opinion is important to us!46 k PetcoAug 6, 2022This message has been read Scheduled delivery, 35% off your first order!141 k Petco SupportAug 6, 2022This message has been read & answered Your Petco case #*********.8 k PetcoAug 7, 2022This message has been read ******, your pet essentials delivered FREE the Same ****** k Petco Pals RewardsAug 7, 2022This message has been read ******, your pet familys custom Whole Health Repo...149 k PetcoAug 15, 2022This message has been read FREE Same Day Delivery on todays order!80 k PetcoAug 16, 2022This message has been read ?? Get first pick of Halloween for ********************** k PetcoAug 17, 2022This message has been read Our Fall Shop is open!140 k PetcoAug 20, 2022This message has been read Food, treats, prescriptions and more, 35% off toda...129 k PetcoAug 22, 2022This message has been read Take 35% off your entire order!62 k PetcoAug 23, 2022This message has been read Itchy pet? We have solutions ??105 k PetcoAug 26, 2022This message has been read Kick it to the curb and save 10%!151 k PetcoAug 27, 202

  Business Response

  Date: 09/28/2022

  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the emails you have been receiving from us. We are deeply troubled that this issue has caused so much distress to you, our valued customer, and have looked into your complaint.
  
  To address your concern, we have manually unsubscribed and removed your email address from our newsletter database. Please do not hesitate to contact us again if you continue to receive unsolicited emails after 72hrs.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 again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****

  Customer Answer

  Date: 09/29/2022

  it has slowed down but still being tormented with surveys after talking to rep in ********* ******.

   

  I contacted Petco to place an order yesterday. It was a call center in *************** I asked to be transferred to the ** spoke with a very nice woman ******* from ********* ******. I explained that I wanted to order food without being harassed with non relevant emails from them. I told her I will not use the website as I am afraid it will start spamming me again.******* understood and was very nice and assured me I would not receive no more email. Well today I received an email confirming my order. Then another email came about a survey please see below.

   

   

  Subject:   Petco wants to hear from you.
  From:   "Petco Listens" <**********************************************>
  Date:   Thu, September 29, 2022 4:04 am
  To:   "***********************" <********************>
  Priority:   Normal

  Business Response

  Date: 10/05/2022

  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.
  
  Your email address has been successfully unsubscribed from unsolicited emails. Order confirmations/status are automated emails being sent to customers after an order was placed. Order confirmation emails are an essential part of the online shopping experience. If we dont send them, our customers wont know whats happening with their order and that creates tension. However, to assist you, we have escalated your concern with our IT Team to see if we can get a work around without having you change the email address that you have on your account. We will continue to update you via email.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****
  

• Initial Complaint

  Date:09/19/2022

  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.

  On Monday September 19th at about 8:00am I dropped off my 65 lb husky for ************ appointment. At about 9:34 am I received a call from the groomer. I was told that **** could not be groomed because he would move around too much on the table. I was told there is only one groomer for my 65lb dog and that they could not groom him because he would move too much from the table. Dogs move and it is not just that **** is now blacklisted from going to any other petco to get a grooming because there was only ONE person working at this Petco at 8am. ***** first grooming was done at a petco in ************ and 3 people were there to groom him. I am asking for this unfair listing to be removed so that I can go to a petco with an adequate number of staff that can actually provide services. I want a full refund as well

  Business Response

  Date: 09/26/2022

  Please close this complaint. This is a duplicate of complaint ID ********. 

  Customer Answer

  Date: 09/26/2022

  this is NOT a duplicate complaint. This is a NEW complaint for Petco grooming. Petco grooming and management is showing predatory behavior

  new complaint for ************ ********** store 

   

  On Monday September 19th at about 8:00am I dropped off my 65 lb husky for ************ appointment. At about 9:34 am I received a call from the groomer. I was told that **** could not be groomed because he would move around too much on the table. I was told there is only one groomer for my 65lb dog and that they could not groom him because he would move too much from the table. Dogs move and it is not just that **** is now blacklisted from going to any other petco to get a grooming because there was only ONE person working at this Petco at 8am. ***** first grooming was done at a petco in ************ and 3 people were there to groom him. I am asking for this unfair listing to be removed so that I can go to a petco with an adequate number of staff that can actually provide services. I want a full refund as well
  Desired Outcome/Settlement
  Desired Settlement: Other (requires explanation)
  I am asking for the comments to be remove so **** can go to another petco. And a full refund 
  

  Business Response

  Date: 10/03/2022

  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 of the Granary location confirmed the pet was referred out twice. Grooming a dog by three (3) people is not normal and it was stated in the policy, which you were shown, that if the dog cannot be restrained they must be referred out. It was recommended before that you need to go to a vet due to the aggressiveness the dog had towards the dryer since the Grooming Salon does not use muzzle. After the Aramingo location removed the abort status the groomer attempted to give the pet a 2nd chance but same thing happened so the abort status will not be removed on the store side. Petco associates truly have your pet's best interest in mind. If a groomer feels that providing a grooming service to your pet will cause undue stress or harm, we will support them in their decision to refer a customer's pet to a veterinarian. Each groomer in every location is advised to use this discretion as your pet's health and best interest is always our concern.  In regards to the grooming refund, you may visit the store so they can assist you in processing the refund.
  
  We know its frustrating on your end and we never intend to bring inconvenience to any of our customers. We want you to know that we appreciate your business and while we wish that we could further assist you with this issue, our position still stands since we have rules/policy that we need to enforce.Please accept our sincerest apology in this regard. 
  
  Thank you for your time.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc
  
  

  Customer Answer

  Date: 10/03/2022

  my pet **** was never refered out of this location in ************. Ive never been to ******** petco.

   Ive never been told that I need to take my pet to the vet because hes afraid of hair dryers. i am asking for this status to be removed and a full refund because 1. I had specifically said this is a 65 pound husky with lots of hair and he needs a hair cut not a trim. A full bath. Clean teeth and nails trimmed. Your location chose to only have one person at 8:00am work on my animal. 2. Your groomer did provide a hair cut to **** and they bathed him - the dog is not aggressive . The groomer left me a voicemail saying the only reason she could not finish the haircut is because there is no other person to help her hold him . The dog will move. 3. Ive never been to the ******** petco for grooming services. 4. There is predatory bias towards my pet because of previous noted that were wrongful and removed accordingly. Please remove the notes and provide a full refund 

   

• Initial Complaint

  Date:09/18/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Petco website is misleading and mis-represents the actual fees. It states that they provide "Vaccines, Heartworm,Flee,Tick Protection, Microchips, and FELV/FVL and Heartworm testing ". and that we will not pay a "exam or visit fee.". It specifies that we pay "a product OR service fee" Then we were asked to put in all the information before we were given a disclaimer stating that "Their will be a $5.99 product and disposal fee" We then schedualed to have our kitten vacinated and microchid. When we went to clinic they went ahead and vacinated the cat with the fist 3-in-1 vaccination. They then told us to come back withen the next 60 days or our free microhiping. Then they billed us for $78.50. This was confusing because the website said it would be $5.99. Then they told us that we would have to pay for all the rest of the vacnines 1 by 1 and we would pay more and more each time, for a total cost of $138 we referred to the website stating that the fee would be $5.99. They rep laughed and said nothing is free.Later that day we went back to complain about the incident. We assumed that we read somthing wrong and came simply to ask them where the price was wirtten. The rep laughed before saying "Why would we tell you the price, you are the one paying". We said that we should know the price before we buy somthing but he responded with "You should know the price before you buy it". We asked him where it was written, he told us to ask a diffrent ********** told us they did not know, so we spend a good 15 minutes scowering the website, but we could not find it. No prices are listed on the website. This was completely misleading.

  Business Response

  Date: 09/21/2022

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with our Vetco Clinic. We are sorry to hear about your experience.
  
  A copy of your complaint was shared with the upper management to ensure that this will be addressed accordingly. We have received a confirmation they will reach out to you directly through their platform to resolve.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****
  

• Initial Complaint

  Date:09/16/2022

  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.

  My mother ******************************* visited a Petco during the week of September 12th and signed up for a pet care service they offer. After seeing how much the service cost she decided to cancel. After canceling the service, somehow her cellphone number was added as a call forwarding so when you call her number, ************, a Petco messaging machine comes on the line. She has spoke with her cell phone carrier who said the issue is not on her side and sent a new SIM card to be sure, which didnt resolve the issue. After speaking with Petco customer service, I was told a manager would call me back, but they never did. My mom is elderly and of poor health. Her doctors have been trying to call her and ****** get through. Petco needs to remove my moms phone number from whatever system is forwarding the calls. Her cell phone number is ************

  Business Response

  Date: 09/23/2022

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your mothers phone number that we have on file. We are sorry to hear about your experience.
  
  A copy of your complaint was shared with our IT Department 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
  **********************, Inc.
  
  

• Initial Complaint

  Date:09/13/2022

  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 25 lb bag of Wholehearted grain free dog food on 8/9/2022. I have been buying this same dog food for at least 6 months without any issues. The dog food is stored in the house, and we pour the dog food into an airtight dog food bin. On August 12th we began using the new bag of dog food. By August 14th one of our 3 dogs began to get sick throwing up and not being herself, but we didn't think it was the dog food. We were guessing she was outside eating a bug or something or just wasn't feeling well. I made her a Vet appointment for Thursday August 18th, by Wed August 17th she started to act normal again, so I canceled the appointment. I had already scheduled our annual Vet appointments for my other two dogs the following Friday August 26th. A few days later the second dog started to get sick, he began to throw up and wasn't being himself, we started to wonder if the kibble was bad. He looked like he was losing weight so I stopped giving him the kibble and started to give him boiled chicken and rice in hopes to calm his stomach. The 3rd dog refused the dog kibble and wouldn't eat. They started to feel better after we stopped feeding them the kibble and I contacted Petco and they would not refund us the dog food because we no longer had the bag the dog food came in. I filed a report to the *** regarding the dog food. When we brought the dogs to the vet we had him check both dogs and they seemed to be doing fine. The vet said it is common to have kibble that goes bad due to the lack of transporting product and keeping them on the shelf too long. If I need to get a letter from my Vet to support the visit I can.

  Business Response

  Date: 09/16/2022

  Dear *********************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry to hear that the dog food you purchased from us did not meet your quality expectation.
  
  We have partnered with the General Manager of the store and she agreed to process the return for you. Store inventory was also checked and they found no expired food on the shelves. Your feedback will be forwarded to our ***************** Team. However, they will not take any action at this time due to limited information. Without the product lot code and expiration date, they wouldnt be able to trace the batch in question.
  
  We appreciate that you have brought this to our attention. By letting us know when we fall short of your expectations, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future.
  
  Thank you for your time.
  
  Warm regards,
  Corporate Customer Relations
  **********************, ***

• Initial Complaint

  Date:09/11/2022

  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 paid $280 to enroll my two puppies in dog training classes. They were supposed to receive 6 weeks of training with training instructor *****. My puppies started training on the week of May 3, 2022. The instructor had a few weeks where he was not available and then I also had times I was not available due to training for the military. Since I have been back from training, I have continuously tried to reach out to the instructor by calling the store and leaving messages. He has not called me back since Aug 19th. On Friday, Sep 2, 2022, I went into Petco for some items and saw ***** and asked him if we still had training sessions. He said no. Because I was in a rush to get home, I left and wanted to go check my calendar to ensure I had the right information. My puppies have only been to training three times each. They both are still entitled to three more weeks of training. On Sep 3, 2022, I went back to Petco and let the manager know what happened. The male manager took my information down and said that he would have ***** call me. He said they would be more than happy to finish training my puppies. ***** did not call. On today, Sep 11, 2022, I called Petco again and asked to speak with a manager. I explained to the female all of the events that have occurred up until this point. She assured me that ***** would be in at **** and that she would make sure he called me. ***** never called me. I called the store today at 3:30 p.m. and no one answered. At this point, Im very frustrated and Im not sure why ***** would not call me back. I also am not sure why he would tell me that my puppies did not have any more training left. I would like a refund. I do not have a receipt because it was Apr 2022 when I made this purchase, but If I need to, I will submit my credit card statement. The training that was provided was mediocre at best, but I did want my puppies to finish. At this point, I dont trust ***** and I do not want to train with him. This is unacceptable.

  Business Response

  Date: 09/19/2022

  Dear ***************************-visor,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with our *************** at ***************. We are sorry to hear about your experience.
  
  A copy of your complaint was shared with the upper management to ensure that this will be addressed accordingly. *******, the General Manager of the store confirmed that they contacted you and offered a refund. We hope that we have addressed your concern to your satisfaction. If we can be of any further assistance, please feel free to reply to this communication or call Petco.com Customer Relations directly at **************.
   
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****
  

• Initial Complaint

  Date:09/11/2022

  Type:Order 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.

  Very upset !!! I purchased a pet carrier on the 1st of September. The label was created but thats apparently all. Tracking is not available via Petco website and I spent nearly $100 for this. Im considering this a theft and now will be filing with my bank. 1ZR6V3850399930175 is the only number Im given on the website

  Business Response

  Date: 09/14/2022

  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 opened a trace request with *** to locate your package and we have been notified that the investigation has been closed with a proof of delivery. The package was delivered on 09/13/2022 at
  11:32 A.M. We sincerely apologize for the long delay of this shipment. We will be processing a $20 Electronic Gift Card that you can use towards your next purchase. We hope that this will lessen some of the negativity surrounding this experience.
  
  We know that when we disappoint you, it will take time to restore your trust in us. It is our hope that you give us another opportunity to delight you with excellent customer service in the future. In any case, we thank you again for contacting Petco and for your time. Your feedback has provided an opportunity for us to become a better company. If you have any further concerns, please do not hesitate to contact us again by email or phone toll-free at **************. We will be more than happy to assist you.
  
   Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  
  

• Initial Complaint

  Date:09/08/2022

  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 March 2, I was approved for a Petco Pay Credit Card. After months of not receiving the credit card, I had followed up multiple times to connect with someone. I even tried to use the card in the tore via a license lookup and was unsuccessful. They have been giving me the runaround for months. In May, I called again and provided my new number and my address to resend my credit card. The person on the phone said it would take about **** business days. It's been another four months since, a total of six months since I was approved. I have this inquiry in my credit file yet I cannot use the card nor will anyone help me. At this point, I am so close to seeking legal representation if no one helps me. I have emails to prove I have been approved six months ago and that I followed up. I also have informed delivery with ***** proving that Petco NEVER sent my card the first or second time around.

  Business Response

  Date: 09/14/2022

  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with the Petco Pay. We are sorry to hear about your experience.
  
  A copy of your complaint was shared with the 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:09/06/2022

  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 Aug 16 2022 I placed an order for a dog RX of Apoquel for 100 tabs. Order number ************** The order was last tracked by **** tracking on August 19, 2022 and was deemed lost. I called into Petco when it was clear my order was not coming on August 21, 2022. I was told that my order was being refunded due to the item being lost by ****. On Aug 26th I still hadn't received my refund and called in again and was told it takes 2-3 business days which clearly had passed but the operator just kept repeating the same 2-3 business days, I asked to speak to a manager and was told there were none available, but they could call me later. I left my number, but no one called. On Aug 30th I called again and was now told my refund had never been processed. I repeated all the above and again asked for a supervisor and was told they had availability to call me at 9 am. No one called yet again. It is now September 6th and I still have not received my refund nor the prescription. I have contacted Petco over 10x via the phone or online chat and still have gotten no response as to why I am not receiving my funds.

  Business Response

  Date: 09/12/2022

  September 11, 2022
  
  *************************
  16 ***************
  *****, ** 22835
  
  
  
  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your recent online order. We are sorry to hear about your experience.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 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 representatives on how to properly handle customers issues, but your concern was not handled properly. For that, we are extremely sorry. To assist you, we have checked our records and have confirmed that the refund was processed on  9/1/2022. We will also be processing a $20.00 electronic gift card which will be sent to you in a separate cover. We hope this serves to make up for the delay. Thank you so much for bringing this issue to our attention, as it helps us improve our service to ensure we dont make the same mistakes. We value your business and hope to provide better products and services to you in the future.
   
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, Inc.
  
  
  Case#: 04884740
  

• Initial Complaint

  Date:09/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trying to return item never used, they refused to credit without a receipt. Even though it was purchased with debit card.

  Business Response

  Date: 09/11/2022

  September 11, 2022
  
  *************************
  1735 stonehaven
  *******, ** 30040
  
  
  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry for the inconvenience you experienced in trying to return the product.
  
  As per policy, returns without a receipt or made after 30 days are not eligible for return or exchange. Petco also reserves the right to limit returns regardless of receipt.  This return policy is posted on Petco.com. You may check the policy by clicking this link https://www.petco.com/returns.We know its frustrating on your end and we never intend to bring inconvenience to any of our customers. We want you to know that we appreciate your business and while we wish that we could further assist you with this issue, our position still stands since we have rules/policy that we need to enforce.Please accept our sincerest apology in this regard. 
  
  Thanks for your time.
  
  Sincerely,
  Corporate Customer Relations
  **********************, Inc.
  
  
  Case#: 04871878
  

  Customer Answer

  Date: 09/12/2022

   I thank the BBB for your response, I am done with Petco. Should have went to ******* in the first place.

  Business Response

  Date: 09/15/2022

  Dear *************************,
  
  This communication is in response to your rebuttal with Better Business Bureau case # ********. We are truly sorry about your ongoing disappointment on the issue.
  
  We know how frustrating this can be, and we regret that you had this experience. It is not our intention to cause inconvenience to our customers and we hope for your understanding on this matter. Your feedback is highly appreciated and we want to thank you for taking the time to reach out to us about your thoughts. If we can be of any further assistance, please feel free to reply to this communication or call Petco Customer Relations directly at **************.
  
  Thanks for your time.
  
  Sincerely,
  Corporate Customer Relations
  **********************, Inc.